Pfaff Harley-Davidson — Attraction in Vaughan

• update at the bottom * VERY DISAPPOINTING after sales support. In December of 2018, my and wife and I decided to trade my 2012 Harley for a new 2018 flhxs as my 50th birthday gift ,the sales rep David was all smiles and eager to ink the deal. We inked the deal and David assured me that he would see to it that a wiring harness removed from my trade in would be returned to me. The bike was stored for the winter at Pfaff and I arranged for delivery on April 8,confirming with David by email that my wiring harness,add on purchases,and parts catalog were included . Delivery was very good with the driver calling ahead and confirming delivery time an hour prior to his arrival. Upon delivery, I received the bike and other parts that I had purchased. I asked the driver for my owner's manual, parts catalog and wiring harness, he advised he was not aware of any of these things and to contact my salesperson David. I emailed David that day, April 8, to advise of above and also that I noticed a rear light wasn't illuminating, he advised me that he forgot to send the owner's manual and catalog (honest mistake) and he would again look into my wiring harness and the rear light issue. April 10,follow up email to David, response "I'm looking into it". April 18,after patiently waiting more than a week for an answer and owner's manual, another follow up email also cc'd to sales manager Todd, immediate 7 minutes later email response from David "the manual and catalog will be sent to you, I will speak to service about your light, I am looking into the wiring harness ", the manuals were mailed to me and arrived April 29. As I type this review on May 25 ( April 8 delivery), I still have no answers from David who has apparently forgotten that I have spent $30k and have relatively minor issues for him to solve, no help from sales manager Todd either, is this the standard of customer service we should expect from Pfaff Harley moving forward?

Update May 30..... Sales manager Todd immediately called me on Monday morning and took the steps to rectify the situation...he tracked down my wiring harness and answered the rear light issue and took responsibility for the situation (which he did not create), moving forward Todd assured me that he would oversee any dealings for me personally...he definitely took steps to repair my initial impression and I will be back...

Clothing Department: Victoria B is an extraordinary salesperson who elevates the shopping experience to an entirely new level. Her expertise, enthusiasm, and dedication make her a standout in the retail world. From the moment you engage with her, it’s clear that she possesses an innate talent for understanding customers' needs and preferences.

Victoria's knowledge of the products she sells is extensive and impressive. She can provide detailed information about every item, from its material and craftsmanship to the latest trends and how to style it. Her ability to anticipate what you might like, based on just a few conversations, is uncanny and shows her deep understanding of fashion and customer service.

What truly sets Victoria apart is her genuine passion for helping people. She listens attentively, asks insightful questions, and offers honest, thoughtful recommendations. Whether you're looking for a complete wardrobe overhaul or a single statement piece, Victoria ensures you find exactly what you're looking for—and often something even better than you imagined.

Her approach is never pushy; instead, she creates a comfortable and enjoyable shopping environment. You feel supported and valued throughout the entire process. Victoria’s friendly demeanor and infectious enthusiasm make every interaction a pleasure.

Victoria is a phenomenal salesperson whose expertise, passion, and personalized approach make shopping not just a task but an experience to look forward to. If you have the opportunity to work with her, you can be confident that you are in the best of hands.

Parts Department:

Justin Ko is by far hand down the best parts and customer service associate! His knowledge and professionalism is unmatched! I can be a very hard customer to deal with and Justin goes above and beyond. His dedication to customer service and knowledge of products is amazing. I absolutely love dealing with him.

Thank you so much for helping me out and customizing my bike! Absolutely will be returning here for all future upgrades!

It's skilled workers like Justin that makes it easy to be a repeat customer! Thank you again...

I recently called this dealership’s service department for a simple handlebar adjustment on my brand-new bike. Instead of offering help, I was told I could only bring it in on Saturday, with no effort to accommodate me.

When I explained that this was a new purchase and something that should have been checked before delivery, the response was dismissive and unhelpful. I ended up going to Mississauga Harley-Davidson, where a technician immediately fixed the issue in under five minutes.

That’s the difference between good customer service and poor customer service. Unfortunately, my experience here left me regretting where I bought my bike.

My experience purchasing a Harley-Davidson Road Glide CVO ST from Mr. Stephan at Pfaff was nothing short of phenomenal! Steve’s passion for motorcycles and dedication to customer satisfaction made the entire process a joy. His extensive knowledge of the Road Glide CVO ST was impressive, answering all my questions with clarity and patience, ensuring I was completely confident in my choice. What truly set Stephan apart was his extraordinary effort to go to my home and collect the crash bars for my bike to ensure they were installed on time – talk about going the extra mile! Additionally, he offered an excellent trade-in value for my Tri Glide, which was fair, transparent, and far exceeded my expectations, making the transition to my new ride seamless. Stephans professionalism, combined with his friendly and approachable demeanor, made me feel like a valued customer from start to finish. He tailored the deal perfectly to my needs, and I rode away feeling like I received VIP treatment. The Road Glide CVO ST is an absolute masterpiece, and thanks to Steve’s exceptional service, the great trade-in deal, and his effort to ensure timely installation of the crash bars, I couldn’t be more thrilled. Highly recommend Mr. Stephan and Pfaff to anyone looking to...