Twigg Cycles Inc — Local services in Hagerstown

I’ve been a long time customer of Twigg Cycles. I bought my very first motorcycle from them in 2020. An Indian Scout Sixty. I now own an Indian Chief Bobber. I called the day before and spoke to the parts department. I asked if they sold a tune for my bike because I had purchased slip-ons from Rinehart Racing, and if they didn’t what would the recommend. The lady I spoke to told me that they did have a tune for my bike and that it would cost $130. I said ok cool. She then went on to say that they’d install it the same day, I said great and I’d be up the following day.

When I got to Twigg, I spoke to the service department about my tune. They knew nothing about it. When I mentioned the install for today, the man at the counter ( who I’ve dealt with nearly every time I’ve come there) looks at me like I have three heads and said “they did? Who told you that?” I told him the parts department. So he calls them, they told him they had set aside a tune for me, but it was an AM/FM tune for my bike…… (my bike doesn’t come with a radio)…

So I walked over to the parts department. There’s 3 associates behind the counter, two boys and one girl. The one boy and girl were watching me walking up and laughing. I asked the first guy about my tune. He told me it was right here. I explained to him that my bike doesn’t come equipped with a radio… why would they think this was what I was talking about. The other guy who’s with the girl speaks up and says “I know what he’s talking about” and then goes and brings out the tune. The first guy I was talking to looks at it and tells me it’ll be $300. So I said ok, let me check with the service department to make sure that they can install it today.

I walk about over to the service department and speak to the same guy I did the last time. I told him they had the tune and asked if he could install it today. The guy immediately cuts me off and says “what are you expecting this tune to do”. I’m dumbfounded at this point, but keep my composure. I calmly and slowly explain to him that the tune will adjust my bikes computer to account for the stage 1 intake that Twigg put on my bike, and the Rinehart Racing slip-ons that I put on. I also explain to him that because my bike is not tuned, whenever I let off the accelerator or change gears, my bike backfires. The guy then cuts me off again, and says “oh well this tune won’t do that, it’ll only change the fuel usage”.

I’m frustrated at this point, I calmly and slowly speak to him again while everyone in the service department has stopped doing what they’re doing and are looking at me. I say, “look man. I love this brand, always have. Indian was always my first choice for bikes I wanted to support, buy, and own. But every single solitary time I come down here there’s an issue. On top of that, you guys barely have any accessories, they take forever to order, and your service department is always backed up and there’s tons of miscommunication. The guy then cuts me off and says “Indian sets everything to comply with government regulations”. I simply reply with “and that’s the problem”. I then say, I guess I’ll take my money somewhere else. I then left.

The issues go on further than this. I bought my first motorcycle from Twigg’s Indian side, a 2020 Scout Sixty. I had numerous issues with it. From parts not being bolted down properly, to parts being loose. I went in to get my bike serviced for an oil leak, and the same guy from the service department as before told me that my rear brake pads were low, and asked me if I wanted it changed. I told him yes but then asked why that occurred? He told me that it was probably from me setting my foot on the rear break constantly (i don’t and didn’t do this).

Then when I bought my Indian Chief bobber in 2023, I’ve had the same issues. Loose parts that weren’t bolted on properly, two oil leaks causes by a gasket seal that they supposedly fixed once, then came up with a new excuse for the same issue as last time, and more.

I will never do businesses with...

I have done business with Twiggs Cycles for several years. In the past they were pretty awesome, until recently. They did work on a trike I own that I attempted to sell to them. The workmanship on the vehicle itself was top notch; however, customer service relations have plummeted. Two days ago I received a message from one of the managers (who had been out of the office for a period of time) that they were gonna pass on acquisition of the trike, which was completely understandable. Rather than wait for my response to schedule delivery of the vehicle back to my house, they decided to deliver the vehicle without my consent or knowledge beforehand. While I was at work I received a text the vehicle had been delivered, which shocked me. Upon my arrival home, I found the vehicle in my driveway with the keys still in the ignition. Noone had been home to receive the trike, which bothered me quite a bit due to the keys being left out in the open. Thankfully nothing was found to be wrong with the vehicle, as the service personnel did their job appropriately; however, upon my inquiry as to why the delivery was done without prior notification, I was told it was a decision made on my behalf as they had not heard back from me since the message was left on my phone two days prior. As a customer of Twiggs for several years, I feel the communication and trust has been damaged due to delivery without prior notification. I hate giving one of my favorite locations a bad review, but after much consideration I deemed it necessary in order to bring awareness for no repeats of this type to other customers - even though the delivery was done for free (a minor silver lining in this situation). I wish the people who work at Twiggs Motorcycles the absolute best, but I will not be doing business with the company for a long time after...

The people at Twigg Cycles are plenty friendly and this review isn't a reflection on them personally. This is strictly a statement of how they operate as a business. I purchased a waverunner from them. I overpaid a little, but I wanted it quickly. There aren't many options around so you kinda take it or leave it. When I purchased the waverunner I was given a $100 coupon with a handwritten thank you note on it. Pretty obvious that this is intended to be a token of appreciation, and to get you back in the store to buy some accessories. The coupon has no fine print, no expiration date, nothing other than twigg's logo on a fake $100 bill. I recently went into the store to get some riding gear, and was taken back when I went to use the $100 coupon. The lady at the register told me (paraphrasing) "Oh, that isn't a coupon. It is a promotional flyer that means if you refer someone to us and they buy a bike then we will give you $100. I would love to sign you up for our customer loyalty program though". Two things:

So my "thank you" for making a very large purchase is that in the event I make an additional sale for you, then I get the privilege of a referral bonus?

I am in your store as a repeat customer. You renege on a nominal coupon you give me, and want me to sign up for a customer loyalty program? Hello!! I AM a loyal customer and you essentially just told me to piss off.

I didn't complain in the store. They have a right to do business how they see fit. I recommend making the drive to Romney cycles. They have MUCH more competitive pricing, and they don't charge all the BS of freight and prep (saving around $1,000-$2,000 on the out the door price of the bike). They don't have any gimmicks or fake $100 coupons. Just the lowest prices in the area. It is a couple hours away, but it is...