Harley-Davidson Motor Company, Inc.

Review: I have just recently had my bike repaired at redrock Harley they replaced my inner primary bearing seals and a worn chain tensioner at my request in less then 1500 miles I started to hear my primary whine and make noise on the way home from work I had the dealer ship pick the bike up they inspected the primary chain to find it was tight and readjusted the auto adjuster told me the noise it had was a little loud but normal they delivered the bike and it sounded the same as when they picked it up. So I pulled off the primary cover to find the chain so tight it couldn't move further inspection of the primary the I pulled the stator rotor to find it was hitting the stator that was the noise I was hearing from the primary from the chain being so tight it has bent the sprocket shaft on the motor the motor is 100% stock now im stuck with a bike I cant ride because of a bad design part by the way im phd certified Harley mechanic and been working on Harleys 30 years

Business

Response:

Thank you for your message. In order for us to fully research your situation, please provide the Vehicle Identification Number for your motorcycle.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

I purchased a used 2103 Sportster 1200 Custom with 2000 miles that is still under warranty until 4/1/15. I had an issue with excessive engine vibration and took it to two different dealers in Northeast Ohio. One dealer sais the vibration was within normal limits. The other dealer acknowledged the vibration worked on it for 3 hours, pronounced it better, and charged me $160. I called Milwaukee and they assigned a case number but I found that H-D will not override their dealers - they will simply give them technical support if asked. I have two other Sportsters with rubber mounted engines (2005 XL883C, 2009 XR1200) and neither one vibrates with the intensity that the 2013 did. I was loosing bolts in the sissy bar and the ignition switch lock ring backed off until it almost fell off. I traded the bike in on a new Triumph Bonneville - vibration issue solved.

Review: We bought the motorcycle last April 2014 and in May of 2015 the motorcycle broke down.. The jets inside of the motor have disintegrated and the person that has it to fix it has told us that he has never seen anything like this before.. So he calls other Harley shops to find out if this is a factory defect and he has found in Tenn. that they have had 3 of them so far.. I have found many online with my search.. We have called Haley and so has the shop that has the motorcycle and Harley will not stand behind it's product.. They acted like I was just dirt when I called them and just plain told me they would not do anything to help us... We have paid out so far in May 2530 to the shop that has our motorcycle because it first broke a oil pump and when we fixed that the other oil pump pull all the stuff through the motor.. There is proof that nothing touched the JETS to make them do this......Desired Settlement: I would love for them to pay US back from where we have paid to have this motorcycle fixed that doesn't even have 40,000 mile on it yet......Only asking for 2000 of it back....... We borrowed the money to have it fixed so now we owe 3400 back because of this issue...

Business

Response:

Thank you for your message. Please provide the Vehicle Identification Number for the motorcycle.

Review: I purchase a Harley-Davidson 2013 Switchback brand new from [redacted] in [redacted]. I have had problems with my bag constantly falling off on the right side of my bike.This has happened to me three times. I have been unsatisfied in resolving this issue with custom care therefore, I have made several a temp to contact the [redacted] of Harley Davidson to let him know that there is a real problem with either constitutions of the part or the part itself. unfortunately he doesn't since to care about all of his customer but, it does hunt him to show some sort of concern because after all I did spend my hard earn money to purchase a Harley Davidson bike, with the understanding that it was safe investment. I have follow the process of contacting customer services not ones, not two, but more then several times. And now I feel that maybe my purchase is not important enough for him to except my phone call maybe if I had spent more money I would have been a more valued customer to the company. I guess I am not as valuable as some of this other customer. I am a very, very, very unhappy customer. THANK YOU MR.[redacted] hope you treat you next customer better then I was treated and have a great year.Desired Settlement: Please see above.

Business

Response:

Thank you for notifying me of Ms. [redacted]'s complaint (Revdex.com number [redacted]).PAGE 2I have investigated this file and found that Ms. [redacted] contacted Harley-Davidson Customer Caredepnrtment on May 14, 2014 regarding her 2013 [redacted] Vehicle Identification Number[redacted]. Ms. [redacted] stated that herright saddlebag had fallen off her motorcycle whichwas purchased in October of 2013.Ms. [redacted] stated the right saddlebag fell off her bike in April of 2014. She recovered the bag andreinstalled it on her motorcycle. She states the bag fell off one week later, but it was damaged in traffic.She took the bag to an authorized dealer. [redacted] Harley-Davidson, where it was replaced underwarranty. She states the replacement bag fell off one month later, at which time it was replaced as agoodwill gesture by her dealership. In December of 2014 our Technical Service Department wascontacted by [redacted] Harley-Davidson saying the right saddlebag had again fallen off the motorcycle.Because of the unique history of Ms. [redacted]'s saddlebags, Harley-Davidson Technical Service requested thesaddlebag be sent in for inspection. Although the saddlebag was shipped, we were not able to locate it. Asa gesture of customer satisfaction, authorization was given to [redacted] to replace the bag at no charge toMs. [redacted].Because no defect was found in Ms. [redacted]'s saddlebag, and the motorcycle was in operation for sevenmonths, with more than 1,000 miles of operation, the likelihood of a manufacturing defect would havepresented much sooner. The safety of our customers is our top priority. Proper installation of saddlebagsis explained on pages 59 - 61 of the 2013 Dyna Models Owner's Manual. If Ms. [redacted] has any questionson the installation of her saddlebags we urge her to contact an authorized Harley-Davidson dealership.Thank you for contacting me on this matter.

Consumer

Response:

Review: On April 24, 2012, I purchased a 2012 Harley Davidson Softtail CVO motorcycle from [redacted] Harley Davidson in [redacted], **. My permanent address is in [redacted] but I wanted a motorcycle to keep at my secondary home in [redacted]. I could have bought the bike from the Harley store here in [redacted], but I thought it would be best to develop a relationship with a dealership in **. This bike has always been stored under the custom Harley-Davidson CVO cover inside the garage of my [redacted] home and, as of today, it has approximately 500 miles on it. So, basically, it's brand new. The leather is DEFINITELY NOT WEATHERED. This bike is a CVO and has a unique satin pewter with catacomb custom paint job with lighter brown, almost suede-like leather seat and saddlebags.

This whole problem began on March 18, 2013, when one of the saddlebags flew off the bike into a ditch as I was driving it on [redacted] in [redacted]. There is no explanation for why this happened other than the bag apparently was not installed properly when it was originally assembled at the Harley Store. I immediately drove the bike with the damaged bag to the [redacted] HD store. At that time, they ordered a replacement bag, which I had paid for then and there. When the bag arrived, it was obvious that it was constructed out of a totally different grade and type of leather than the original bag. The replacement bag also has two different colors of leather (the top lid does not match the bottom part of the bag) of which neither matches the seat, the other saddlebag or the custom paint job.

On May 22, 2013, I received an email from [redacted] at the Harley Davidson Motor Company Customer Service Department saying basically that they would not be able to replace it just because it does not match the original equipment bag. She said that Harley-Davidson is unable to guarantee a matching bag as the original equipment saddlebag has been on the bike for over 1 year (which it wasn't) and weathered (not weathered as has always been in garage and covered). Harley-Davidson has suggested to the dealer to use leather dressing in attempt to match.

So, they are telling me that I should apply leather dressing to a perfectly good seat and saddlebag that match the custom paint job to try to get them to match a bag that is totally the wrong color? This is ridiculous and not an acceptable solution for me. When I bought the bike, there was no sign in the store, on the bike, nor did anyone tell me that if something happened to any of the original equipment, that said they could not be replaced. I know that I would have walked right by and not purchased it, and I don't know who would have bought it.

I've been going back and forth with emails and phone calls with [redacted] Harley-Davidson and [redacted] from their Headquarters in Milwaukee. On July 3rd, I spoke to [redacted] from the [redacted] store and he told me that they received yet another saddlebag for the other side from [redacted] at Harley-Davidson. According to [redacted], this 2nd bag is somewhat similar to the 1st bag they sent, which means it doesn't match the seat or custom paint either. I told [redacted] this is not going to work for me and he told me he would call [redacted] and let her know. [redacted] called me back on July 12th to say that Harley-Davidson was done dealing with me. I asked for credit for the bag I had paid for (which they have and was never put on the bike) and he told me he could not do that. He also made it sound like I would be charged for the 2nd bag sent, which I did not authorize.

With all of the extras put on the bike, I spent $55,000 for it. All I want to have the bike I drove out of the showroom less than a year ago. I really don't think I'm asking too much. Something that should be so simple has turned into a very frustrating situation.Desired Settlement: I'm asking them to find the same leather and make me a saddlebag to match the original bags and seat, which also matches the custom paint job. If they can't do this, I want them to buy my bike back for what I have into it.

Business

Response:

Thank you for your inquiry. We have reviewed several photos of the saddlebags and seat from Mr. [redacted]'s motorcycle. The leather used for these bags has been surface-dyed to create an authentic vintage leather appearance. The leather will become distressed and will change appearance over time which gives them the uniqueness vintage style. Replacement of these components is not warrantable as the condition is not considered a manufacturing defect.

Business

Response:

Thank you for contacting us regarding Mr. [redacted]'s complaint. Harley-Davidson Motor Company reiterates its position. Our decision remains unchanged.

The photos Mr. [redacted] has requested are attached.

Consumer Affairs

Consumer

Response:

Review: Sep 16, my 16yo son and I bought TWO bikes from [redacted], the "Factory" division of those 3 stores. During the purchase of the Sportster, my son decided to walk off from the deal because it had factory pipes; the [redacted], chased us down into the parking lot (on the Sportster) finally promising to add pipes to the deal.The second bike was a close call between a 2015 Ultra and the Classic, the wife pressured the deal away from the Ultra because of the costs. This [redacted] dealer ended up delivering both bikes because the Sportster needed to have the pipes changed and the service dept "couldnt get to it" We bought Extended Warranty for both bikes for about $4K.The problems began upon delivery. Somehow the Classic wasn't right: It didn't drive right, didn't sound right. My immediate response was to revive the deal on the Ultra from the previous day as that was the bike I really wanted. My [redacted] sales person, [redacted], then became pretty subdued even though I offered to pay the extra "Dealer Fee" of $500. They came back with the deal stating they would give me "full trade in" but there was a lot of numbers funny business and my payments were somehow much higher. Disappointing to say the least. From there I started going to other dealers.First, I went to Harley dealerin [redacted], who looked at the Classic and found several problems (fork bearing bad, only 9 pounds of pressure in the front tire, but most disturbingly was the settings of the bike that had it tuned for after-market pipes, and they told me the bike had factory pipes. I was surprised, because the bike, at the dealer had Screaming Eagle pipes (their picture on the Internet still shows them) I c[redacted]ot believe I did not notice this on delivery, but my son (and I) were pretty excited to take delivery of our first Harleys and somehow did not notice.I ended up trading the Classic to [redacted] in [redacted] -a very-good dealer. Also, after MANY attempts, I c[redacted]ot get anyone to refund my extended warranty.Desired Settlement: Need someone from your level to produce a service ticket of when the pipes on the Classic were changed. I c[redacted]ot prove it without help from someone higher than them. If they changed them after the sale and before delivery, they owe me the price of the pipes. As I have character limitations on this site, I need someone to call me please for more details (none of which are good about this dealer. . . I need my extended warranty refunded, please.[redacted]###-###-#### personal cell

Business

Response:

Thank you for the response. As Mr. [redacted] requested, [redacted] from Consumer Affairs has contacted him regarding his concerns.

Consumer

Response:

Review: For almost 2 years I was planning to buy a Harley Davidson and one reason or other it got delayed but after very long wait I have got Harley Davidson Fat Boy (Amber whiskey color) on 13 Oct 2015.After the welcome ceremony by Harley Davidson me and my wife left the showroom @ 16:50. As soon as we stepped out of the showroom the bike started giving some sounds. The service guy came out and tried to rectify it with the key, failed to do it asked for the second key did something and said all is fine. You can ride now but suggested not to keep the second key with the first one.After about 15 kms we were stuck in the jam and decided to switch the bike off for a while and this was the time the trouble started. We were not able to start the bike after that and it was soooo embarrassing to stand on the road with my wife riding a Brabd (HD) that’s making some stupid noise, cannot switch on.We decided to put it on stand so that the alarm can stop. We tried to resolve the problem but failed to do so thus called up Yogesh Chandra our sales executive he connected us to the technician he said we will be there in half an hour but failed to reach us in 1 hour.Our frustration level going higher I decided to call up the Service Manager Mr Sanal (Mobile No 9958611611) & GM Operation (Mr Mohit Tondon- 9910209550), they didn’t answered the call I even asked Yogesh Chandra to connect me with the seniors, he said you will just get a call I have not got any call till day end.Harley Davidson is forcing the customers to resolve the issue on his own. I really fail to understand that when you are giving the delivery of the bike don’t you make sure the bike is all set to leave the showroom , the battery of the keys is fine , aren’t both the keys checked. I was given stupid reasons for the same. I have brought a brand (Harley Davidson) and end of the day I am getting a treatment like I got a local bikewala.As a customer I was not mentally prepared for the same. After standing for more than a hour and coordinating with Harley Davidson no one stood up. I had to call my friends back who despite being stuck in jam came back with the second key and the issue was resolved.I want an answer of the mental torture I have gone through, the pain of standing on the road with my wife in this scorching heat of Delhi. I always thought that Harley family is small and they give priority to their customer. If this would happen about 500 kms away from Delhi I will be helpless, no one will come to my help, I have really lost trust on Harley Davidson now.Its better to buy a cheap bike you are mentally prepared that anything like this can happen. I had never thought a stupid reason of a key will make me stand on the road on the day I will buy the bike. I always thought Harley Davidson has skilled technicians. I really fail to understand why people don’t take calls after being informed that a client is in trouble. I am sure the message would have been circulated that the client is in trouble.I expected a fun ride and it happened to be disaster. When something like this happened just outside the showroom and 5 people came to rectify it and said all is ok. If Harley treats his client with least importance, I really want to withdraw myself from the Harley Davidson family.Now Whom should I trust ? I believe Harley Davidson no more cares for its name and its customers by using cheap materials and charging rediculous price. Wake up guys its high time !!! I am ashamed to recommend this product to my friends if this is the scenario.I have the last hope on you and hope that you could support on this issue.Unhappy Customer of Harley Davidson India !!!. KAMAL MEHRAA- 53, SEC 36NOIDA , INDIACELL 9311332454/ 9811332454/ 9911332454Desired Settlement: see Above

Business

Response:

Thank you for the inquiry.

I have contacted the appropriate staff in India and they are looking into this

situation and will report back further information. [redacted]Consumer Affairs

Review: I purchased a light relocation kit from the Harley online store. The item arrived rusted. When I called customer service the manager I spoke with told me I had a "50/50 chance" of getting a full refund.Desired Settlement: I want a good quality Harley-Davidson replacement part; maybe, someone can inspect for quality assurance.

Business

Response:

Thank you for your inquiry. When Mr. [redacted] refers to a "Customer Service Manager", please ask him to provide the phone number to which he called and the reference number he was given so we can investigate his complaint further. Thank you.

Consumer

Response:

Review: I have had my 2014 Street glide for a little over a year and now have to take it in for the third recall in that time frame. For the price of this bike I feel this is unacceptable. What do I get in return for my time spent taking it back to the dealer dropping it off and finding a ride to and from to get it back. I love my bike . It is a dream come true but it has been somewhat disappointing. I called the company and they said they would pass it on but I think it went right out the window. I feel I should be compensated for my time via gift card or what have you.Desired Settlement: Instead of asking for compensation then I would at least like to let them know that I am dissatisfied with the amount of recalls on my motorcycle and I find their response to my complaint lacking compassion for my troubles

Business

Response:

Thank you for contacting Harley-Davidson with your request. While our voluntary recall does provide for free repair, we do not provide payment to customers to have a recall completed on their motorcycle. We appreciate your loyalty as a Harley-Davidson customer, and apologize for the inconvenience this recall has caused you.

Consumer

Response:

Tell us why here...Their reply is my problem in the first place. The say that I am getting free warranty work. It is in fact recall work and the third recall work I have had to take time out of my life to repair. It is clear that Harley Davidson does not care about my time but only my money when I bought the motorcycvle. I will keep this in mind when making my next buy.

I would like to write a complaint on Harley Davidson. I purchased a 2014 1200 SuperlowT and have it into the Dealership 3 times for squeaky brakes. They have done everything possible at the dealership (Smoky Mountain Harley) that they can do and my complaint is not with them. It is not their fault. They called customer service for Harley and found out this has been an issue with this bike when braking under 7 MPH and there is no fix for it. I understand it does not affect performance or safety of the bike. Why would Harley sell a bike that does this? It is very annoying. Would you buy a car that every time you come to a stop sign the brakes squeaked on it? You spend a lot of money on these bikes and they should not sell something that does this. It should have been tested before and found out. Now I am stuck with a bike that will squeak every time I stop. Not a happy camper as they say they can do nothing. It is still under warranty also.

Review: purchased new motorcycle approx. 22 months ago. started to have problems july 2013 sent to shop under warranty was there for 8 days , returned with same problem sent back to shop aug. 17 remained there until 9-3-13. same problem still existed. sent back to shop 9-11-13.bike is still in shop and have not heard from anyone. contacted Harley Davidson customer service in august spoke to rep. named ola. got a service number to track the bike. wrote to Harley Davidson aug 25-13. no response from them and no further phone communication from customer service. bike will get check engine light and not accelerate past idle. it is unsafe to ride!Desired Settlement: I feel I should get a new motorcycle .this problem has been the same for several months and even though I have contacted them and the dealer by phone and mail I have gotten no results. the problem is the same the check engine light comes on and the engine will idle but not accelerate. the motorcycle is unsafe to ride could stop anytime . I feel a replacement is only fair since I missed most of the summer riding and it has been in the shop over a month. it went in last week and I still haven't heard from anyone.

Business

Response: