Pacific Harley-Davidson

The staff seems to be having a good time at work (maybe too good because it’s impossible to tell who is working even when they are behind the counter).
Andrew in sales helped us and kept in touch with us as we waited for our bike to be shipped from Oahu. The negative was his lack of information for us regarding what was needed to take possession of the bike. We were new to Maui, and we were unaware of everything involved. Everything we were told was after we had already made the down payment.
We are still waiting on helmets from parts. They never ordered them even though they told me three times that they had been ordered. From the start parts seemed put out that we wouldn’t just pick from their stock. I did not like my choices. Currently waiting on call back from someone who can fix this unfortunate blunder.
A manager called back and offered his apologies and is letting us borrow a couple of helmets until ours come in.
The Service department was great we had them install a fender eliminator. They did it before we even took possession of the bike. They even gave us a deal on the cost.

My review is for the service department. Let me start by saying, they don’t care about the poor service they provide. We have talked to management about our concerns and its in one ear and right out the other. It takes a lot of effort to load your mule on a trailer and drive it the 25 miles for «service». No appreciation for the patronage and the work is shoddy. I’m not convinced they do all they say and charge you for. Plus, you can’t ever get a hold of them and they never call you back. You have to call and call until you get lucky. Small example: they stripped out our lugs so now changing the tires is extremely frustrating. Who does that? Just rude. We didn’t even want them rotated. Our mule also runs worse than before the service (doesn’t idle correctly).
We also had our dirt bikes serviced and one of them had a fuel leak when we brought it home from service. Didn’t even get a chance to ride it. I’m hoping to find another service center for our toys. Just a complete lack of wanting to provide a good service to the people in the community.