Harley Davidson

I attempted to schedule my 1000 mile service for my new 2019 Ultra Limited. I live about an hour from District HD, so I call to make an appointment before taking the ride for service. When I called to schedule an appointment the receptionist transferred me to the service department, the phone rang for a good 3 to 4 minutes, no one answers... I call back and tell the receptionist no one picked up in service... she transfers me again and someone picks up and says hold-on. No one ever returns to the phone, I call back and ask for the service manager, she transfers me back to the service department, I ask for the service manager, they say hold-on and no on ever answers the phone!
I then go to the website for District Harley Davidson and schedule an appointment for service and on the site they say someone will contact you to confirm the appointment. I wait a week, no response... two weeks, no response... so my mileage is getting closer to 1000 miles, so I went to another Harley dealer in my area called Old Glory Harley Davidson. At Old Glory HD they take walk-ins on Saturdays, so I went and had Old Glory perform the 1000 mile service, which I paid out of pocket for that service since the prepaid service plan was only good at District Harley Davidson and no where else.
I found out from Old Glory HD that there is a universal prepaid plan that is good for service at any Harley but that information was never mentioned when I was purchasing the prepaid plan from District Harley Davidson.
I continued to ride my Harley and now it's coming up on the 5000 mile service... I try District HD again, I call and the receptionist transfers me to service again and no picks up!... I call back and ask the receptionist for the manager of the dealership, she says hold-on, and after about a minute hold she comes back and says they is no one around!... I ask her how am I suppose to schedule service for my if no one is answering in service?... she says "I don't know what to tell you", and she hung up on me!
So I had to go back to Old Glory HD for my 5000 miles service also... which I might add, they did a great job servicing my bike.
About 4 or 5 months go by and District HD contacts me... I answer my phone, and its Adrian from the service department... he wants to how things are going... I tell him not so good, I haven't been able to make an appointment for service on my bike for both the 1000 and 5000 mile services, I had to go to Old Glory and have it done!... and I had to pay!... and I have prepaid service with District HD!... Adrian says they had a lot of service department members leave District HD and they now have new management and those kind of problems won't happen anymore. I say to Adrian "what about my prepaid service plan?... I haven't been able to use it at all this year because no would answer the phones or even respond to the website to make appointments". Adrian says he will talk to the manager... after a few minutes wait, we talk to the new manager... I tell him about my experience and not being able to use my prepaid service plan... he ask me what I wanted to rectify the situation?... I told him I would like a year extension on my prepaid service plan which ends 12/31/2021 since I was unable to get service for this whole year. The new manager agreed to this and said he would have to talk to upper management, and he would have Adrian follow up with me in a few days. I agreed with everything... now this happened at the end of November 2019, today is February 6, 2020. I have contacted Adrian by email and he said he would get back to me, and so far nothing has happened.
I didn't think it would get to this point where I have to file a formal complaint to receive something that has already been agreed too!... I am very disappointed with District Harley Davidson and how they have handled a very serious issue which is prepaid service!... are they scamming people out of money by offering this plan and then not allowing you to make appointments so you can use the plan as the time goes by on your service plan.