Harley-Davidson Motor Company, Inc.

October 30, 2014
 
Thank you for notifying me of Mr. [redacted] ’s complaint,
Revdex.com number [redacted].
 Harley-Davidson Motor Company’s position was explained in
my response on October 24, 2014. We reiterate this position and our decision
has not changed.
 
[redacted]
Consumer Affairs

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I am very disappointed in Harley Davidson. My motorcycle has been in the shop 6 times for a radio situation before it was fixed 6 months later. Then it was in 3 times for a overheating issue. Then 3 times for a video issue. I also bought a Harley garage door opener that does not work but the parts catalog does not say it only works on certain models so I'm out $200.00. I have lost over 6 weeks with Harley Davidson having my motorcycle and you have put over 300 miles in testing driving it.  In the shop 12 times took a lot of my time and money away from work but I get after all this we will do nothing for you. Also the person who wrote the last response should be fired. They stated if your bike is under warranty. They didn't even do the research to know it is under warranty. What horrible customer service. I will tell others not to purchase a Harley.  
Regards,
Robert [redacted]

[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 accept the offer for further inspection as a suitable response at this time. I will contact you on Monday during normal hours.
Revdex.com:
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,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
 
  furthermore over this weekend specifically June 29th and 30th one of my chief complaint about the radio being no good and they refused to replace it this time not only do I have pictures of how bad and not working the radio is but I have called and filed another complaint with Harley Davidson first thing this morning on June 30th at approximately 9 a.m. if they care to deny ever receiving that complained the service number of the complaint is [redacted]

Thank you for notifying me of regarding Mr. [redacted]’s
concern regarding Revdex.com’s number [redacted].
 
I have investigated this file and found that Mr. [redacted]’s
2012 FLHTCUTG, Vehicle Identification Number [redacted] was repaired at
an authorized Harley-Davidson dealership...

located in Bloomington, Indiana on
July 13, 2016. Since Mr. [redacted]’s limited factory warranty expired on October
9, 2014, and he does not have an Extended Service Plan, it is his
responsibility to pay for the towing and repair of his motorcycle.
 
Thank you for allowing me to explain our position on this
matter.
 
Sincerely,
 
 
[redacted]
Consumer Affairs
 
[redacted]

Thank you for your message. Neutral rattle is caused by the necessary backlash within the first gear pair.  Backlash is a combination of gear tooth pitch, relative location of the support bearings to each other, along with many other factors.  Even though all components are within...

specification, slight variances result in tolerance stack-up.  Tolerance stack-up is the adding and subtracting of all the tolerances between parts as they related to the total backlash of the gear train. As the condition that Mr. [redacted] described is considered normal, no further action will be taken.

Thank you for your inquiry.  First of all, we would like to apologize to Mr. [redacted] for his experience. Our records indicate that his motorcycle, Vehicle Identification Number, [redacted], was involved with 4 recalls, all of which have been completed.  In regards to the water pump...

needing replacing, which who at which dealership in Texas told Mr. [redacted] that it would take two weeks to receive the necessary parts?

Thank you for the reply.  We reiterate our position as previously communicated to Mr. [redacted].

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.

July 12, 2016
 
 
Thank you for notifying me of Mr. [redacted]’s concerns
regarding Revdex.com number [redacted].
 
Mr. [redacted] contacted Harley-Davidson’s Customer Service Department
regarding his 2015 FLHTKSE Vehicle Identification Number [redacted]
regarding his...

radio and a concern with his coolant system.
 
We would like to offer an evaluation
of Mr. [redacted]’s motorcycle by a factory Regional Technical Lead (RTL). Mr.
[redacted] can meet with our representative and discuss his concerns at the
authorized Harley-Davidson dealership of his choice.
 
Mr. [redacted] can reply through the
Revdex.com website, or contact Harley-Davidson’s Customer Service Department at
###-###-#### to make arrangements for the inspection. Mr. [redacted]’s concern
has been logged as Service Request 2739683, please reference this file when
calling Harley-Davidson.
 
Thank
you for allowing me to address Mr. [redacted]’s concerns.
 
Sincerely,
 
 
[redacted]
Consumer Affairs

Thank you for notifying me of regarding Mr. Tom [redacted]’s
concern regarding Revdex.com’s number [redacted].
 
I have investigated this file and found Mr. [redacted]
purchased LED Bullet Turn Signal Insert kit part number [redacted] to install on
his [redacted], Vehicle Identification...

Number [redacted].
 
I have attached a copy of the product description from
the 2017 Harley-Davidson Genuine Motor Parts & Accessories catalog. The
Street Bob (model FXDB) has never been listed as an approved motorcycle for
this Lighting Kit. For the reasons listed above Mr. [redacted]’s request for
reimbursement has been denied.
 
If Mr. [redacted] has any further questions related to this
product he can contact [redacted] at ###-###-####.
 
Thank you for allowing me to explain our position on this
matter.
 
Sincerely,
 
 
Ann Sexton
Consumer Affairs

Thank you for notifying me of Mr. P[redacted]’s concerns regarding Revdex.com number 11825444. We would like to offer an evaluation of Mr. P[redacted]’s motorcycle by a factory Regional Technical Lead (RTL). Mr. P[redacted] can meet with our representative and discuss his concerns at the authorized...

Harley-Davidson dealership of his choice. Mr. P[redacted] can reply through the Revdex.com website, or contact Harley-Davidson’s Customer Service Department at 1-800-258-2464 to make arrangements for the inspection. Mr. P[redacted]r’s concern has been logged as Service Request 2897057, please reference this file when calling Harley-Davidson.  Thank you for allowing me to address Mr. P[redacted]’s concerns.  Sincerely,  Ann S[redacted]Consumer Affairs

October 3, 2016
 
 
Thank you for notifying me of Mr. [redacted] concerns
regarding Revdex.com number 11723416.
 
I have investigated this issue and found that on June 18th,
2016 Harley-Davidson’s technical service department was contacted by Legacy Harley-Davidson,
an...

authorized Harley-Davidson dealer, regarding Mr. [redacted] 2016 FLHX, Vehicle
Identification Number 1HD1KRM10GB603033. The dealership’s service
representative stated that Mr. [redacted] reported he felt a wobble on the
motorcycle when riding between 70 and 80 mph. It was notated that the
motorcycle had been modified with aftermarket wheels, handlebars, and exhaust.
 
Mr. P[redacted] contacted our customer service department on July
14, 2016 and stated he was taking the motorcycle to a non-authorized repair facility
to have the wheels exchanged for stock wheels, but the motorcycle still had non-Harley-Davidson
approved handle bars installed.
 
I contacted Legacy Harley-Davidson on September 27, 2016 and
learned that the motorcycle has not returned to the dealership since June of
2016.
 
If
Mr. P[redacted] is concerned with the handling of his motorcycle, we recommend the
motorcycle be returned to stock configuration and be returned to an authorized
Harley-Davidson dealer for evaluation. 
 
Sincerely,
 
 
Ann Sexton
Consumer Affairs
 
2785767
Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that   For your reference,...

details of the offer I reviewed appear below.
[The VIN number of the motorcycle in question is :[redacted], Regards,
[redacted]

Thank you for your inquiry.  I have sent a message to our contact at Harley-Davidson [redacted]/[redacted] and asked them to provide us a status to this situation. I will follow up with you once I receive a response from that office.  Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I reject their reasoning for the following two reasons; 1. it does effect the safety of the motorcycle if the adjustment is not made.  Without reversing the shock, the support does not fit properly and can come loose causing the passenger to loose back support.2.  Harley sells the sissy bar stating it's an exact fit.  This is supported in their installation instructions where there is nothing related to reversing the shock for proper fitment.  I already have paid the dealer to install the docking hardware      where the sissy bar attaches too and it was not know to the dealers that the shock had to be reversed otherwise they would have done that when I paid the first time.  I shouldn't have to pay for something, I already paid for.  In      addition, Harley advertises it's a direct fitment, does not state the shock has to be reverse in their direction in itself is FALSE advertisement leading one to believe it's an easy direct fitment. 
Regards,
[redacted]

June 22, 2016
 
 
Thank you for notifying me of [redacted]’ concern regarding Revdex.com
number [redacted].
 
I contacted H-D of West Virginia on June 21, 2016 and we
agreed that in the interest of customer satisfaction Mr. [redacted]’ rear fender will
be replaced. The replacement fender is currently on order and the Service
Department of H-D of West Virginia will contact him when the replacement arrives.
 
If Mr. [redacted] has any further questions he is welcome to
contact me or speak with the service department at H-D of West Virginia.
 
Thank you for allowing me to address Mr. [redacted]’ concern.
 
 
Sincerely,
 
 
[redacted]
Consumer Affairs
 
2752982

Thank you for your inquiry regarding Mr. [redacted].  I believe Mr. [redacted] situation has been resolved.  According to [redacted] at Harley-Davidson of [redacted], Mr. [redacted] wheel was replaced on March 20 and he also picked up his motorcycle that day. 
If this information...

is not correct, please contact me.  Thank you again for your inquiry.

We are sorry that we are unable to provide the warranty extension that Mr. [redacted] has requested.

December 20, 2016
 
 
Thank you for notifying me of [redacted]’s concerns
regarding Revdex.com number [redacted].
 
I investigated this issue and found that Mr. [redacted]
contacted our Customer Service Department on October 13, 2016 regarding a
concern with his...

handlebars. Mr. [redacted] stated his handlebars loosened after
they were adjusted by Williams Harley-Davidson. Mr. [redacted]’s complaint is
related to his experience with an independently owned
and operated authorized Harley-Davidson dealership.
 
Since
the concern is not related to a Limited Warranty situation, this issue needs to
be addressed with the Williams Harley-Davidson located in Lebanon, NJ.
 
Any questions related to his Extended Service Plan should
be directed to CNA National Warranty Corporation at ###-###-####.
 
Thank you for allowing me to explain our position on this matter.
 
 
 
[redacted]
Consumer Affairs
 
 
2881752