Kegel Harley-Davidson — Local services in Rockford Township

Plain and simple: Kegels stole over $400 from me. I did not want to post a bad review, but at this point I'm in disbelief on how Kegels has treated us and their refusal to take responsibility. My husband has been a customer at Kegels for years and has two Harleys. Recently, he wanted to upgrade the rear lights and the air cleaner on his bike. He came in twice and met with parts and service. He had been wanting to do this for quite awhile and knew exactly what he wanted. Everything was ordered and he brought the bike in to be serviced. When he went to pick the bike up, he found that they had ordered and installed the wrong air cleaner and that the turn signal lights had not been replaced and we're still mounted over the top of the new lights. Service said they needed to order another part. That was frustrating bc my husband hated how it looked, but it was fixable, so we thought. Parts contacted him and sent him some options for air cleaners and my husband immediately responded with the one he wanted (the one he always wanted from the beginning). A month went by and they called last week and told him they had the Parts and to bring the bike up on Saturday. He took the bike in, they called an hour later and said there was a problem and asked him to come back in. We turned around and went back and they told him that the lights they installed wouldn't work and that he would need a new fender to make them work. He told them to take them off at that point because he wasn't going to replace the entire fender. They did, however, install the correct air cleaner this time. (That deserves ones star). At this point, we've paid just short of $1300 to Kegels and after service on Saturday they only credited him back $250. On Tuesday, when they opened for the week, I called because when we got home we both thought that amount didn't sound correct. I did the math and the correct air cleaner should have cost approx. $625. I spoke with Joe in Service. He wanted to look in to it and call me back. He then turned around and called my husband, not me. I then called him back because I called, not my husband (he is unable to talk when he's working due to noise). He said the charges were for labor and blamed Parts saying that they aren't qualified to know what works on bikes and he can't train everyone. Then blamed my husband for not liking how the bike looked. (Sidenote: he is a rude man with zero customer service skills and shouldnt be talking to the public of you want your business to look good) I asked to speak to the manager and he said "I guess you can talk to the parts manager". He didn't call me, so I called later in the day and was told he would call me the next day. He didn't call me the next day by 3 p.m. so I called him. He was nice (despite the fact that I doubt he ever intended to call me) and apologized and said all the parts were credited back to me so there was nothing more he could do on his end and transferred me to the Service Manager. He did make a comment about how my husband wanted the look of a $40k bike, like it was laughable but without saying it. I let that go though because if it was a laughable request, shouldnt they have told them before they ordered and installed all the parts? The Service Manager did pick up the phone and confirmed that $415 we are owed is for labor because...they did do labor. Regardless of if it was wrong or unnecessary. I then asked to speak to the GM. He said she wasn't in, but he would have her call me. That was Wednesday and now it is Saturday. I fully believe Kegel intends to ignore me until I forget about it. This experience showed me that they lack integrity as a company. Everyone makes mistakes and I'm not even mad about that. It's them refusing to take responsibility and then blaming each other and the customer. In the end, it's the customer that loses because they will charge whatever they want no matter what the...

Dropped my bike off at the beggining of June because my pipes were making some sort of rattle noise. They kept insisting it wasn’t my pipes and it was just a lose bolt. As soon as I went to pick it up and drive it off I realized it was not fixed so I turned around and brought it back. When I went inside the guy at the desk gave me additude right away as if it was my fault they didn’t fix my bike the first time. After explaining it wasn’t fixed he still wanted to ask me “well what do you want to do? Leave it or take it?” Obviously I want you to fix my bike!! So after leaving my bike for them to look at a week goes by I call them they haven’t even looked at my bike, call back two weeks later still haven’t looked at it. Finally we’re at a month of my bike just sitting it’s the middle of July I haven’t even rode my bike at all this season and they still haven’t touched my bike. And every time I call I get aditude from the guy at the desk who says he will call me with updates but refuses to return any sort of call. Finally towards the end of July I get a call my bikes done. I start it up just to make sure it’s fixes.... NOPE! Noise is obvious the two mechanics that were outside with me reckognized the noise and stated that the original mechanic that was working on my bike keeps insisting it is just the loose bolt and nothing is wrong with my bike. But these two mechanics seemed to see something wrong so I left it and said I want them to work on it. 3 weeks later in August I haven’t heard anything so I call and that guy at the desk as soon as he hears my name starts with the additude “oh well your bikes been ready for 3 weeks I called you and told you it was ready”. Yea well I came in and it was not fixed so I gave it back. AGAIN! He acts as if I never came in that day and I eventually just had enough. I picked my bike up and took it to a local shop that doesn’t even work with Harley’s. There was a cracked mount for my PIPES. The very thing I told them was wrong in the first place. If they would have even looked at my bike they would have seen this so it just leads me to believe that because of my age (I’m 23) they just thought I was hearing stuff and refused to even look at my bike and held me up from riding the whole summer. It was a simple weld and it was fixed no more noise and my mind at ease. I will NEVER use this store for anything more than eating in the cafe absolute worse customer service I have ever experienced now I know why all my friends warned me from going to Kegals, but here I was thinking that they could do a simple...

I live in the far west suburbs of Chicago. I purchased my new 2014 SGS In August of 14' I've had almost the same amount of $$ in up grades and add-ons that ! paid for the bike, I only allow Harley Technicians work on my Bike, so to say its been in the the shop a lot in the past 9 years. I live approximately equal distances from 3 Harley dealerships all owned by the same corporation. 2 out of the 3 were dishonest with me. The one shop that I did end up being happy with just recently made internal changes and all the personal ( service & technicians) I trusted left. So finding a trusted shop again meant I needed to travel. I happened to be out in Rockford on a Thursday looking at a Job estimate and decided to stop into KEGAL HARLEY DAVIDSON.... I had unfinished work that needed to be completed that was started at a Harley shop In St. Charles. they had the bike for 3 1/2 weeks for an stereo issue and rear lid speakers to install. on Thursday I told them I was coming to get the bike finished or not on Saturday, only the lid speakers were installed no wiring done or the radio not working. entering into Kegal HD i first meet with Derrick at the parts counter. I was looking to upgrade my tool kit. He was very helpful in showing me the different types. We got chatting about my issue I was having and informed me KENT was now working there from Woodstock he then directed me to the Service dept.were I met JOE, TONY, KYLE and just by chance KENT was standing there also, I had heard Kent was the AUDIO GURU. we talked and I felt immediately comfortable with his knowledge with my Audio issue. after our talk I turned and asked JOE to set up an appointment KYLE asked if I could bring it in next Tuesday, I was taken back that they could schedule me so quick, dropped off bike on Tues. after having a couple conversations with KENT I decided to up grade my Head unit with the ROCKFORD FOSGATE. I ordered the unit had it sent next day so Kent could install it while my bike was still on the stand. What most impressed me was they took every call and took time to make sure I was satisfied, and when I needed to talk to KENT he would return my call Expeditiously. Bike was finished on that Friday morning. other than the bike being fixed so quickly I felt the close knit family oriented shop, hospitality, and a Quality of professionalism above all. THANK YOU to KENT, JOE, TONY, KYLE. and the entire...