Harley-Davidson Motor Company, Inc.

May 30, 2017
 
 
Thank you for notifying me of Mr. [redacted]’s complaint (Revdex.com
number [redacted]).
 
I have investigated this file and found that Harley-Davidson’s
Customer Service was contacted on May 10, 2017 regarding staining on the wheels
of his 2017 FLHR,...

Vehicle Identification Number [redacted].
 
Harley-Davidson of Staten Island submitted
photos of the affected wheels on May 17, 2017. The photos were reviewed by both
a Technical Service Specialist and a Warranty Specialist and found not to be a
manufacturing defect.  On May 24, 2017 a
Customer Service Specialist explained to Mr. [redacted] that corrosion is not a defect in materials or workmanship.
 
The 2017 Touring Owner’s Manual has a section beginning on
page 210 which explains wheel care specific to Harley-Davidson motorcycles.
This section includes a listing of all tested and approved Harley-Davidson
Cleaning and Care Products. 
 
If Mr. [redacted] has any questions regarding the use of these
products any authorized Harley-Davidson dealership would be happy to assist.
 
Thank you for contacting me on this matter.
 
Sincerely,
 
 
[redacted]
[redacted]
Consumer Affairs
 
3059137

Review: I have had five to seven recalls on the Motorcycle it is a 2014 Electra Glide Ultra limited I have also recently gone on a trip to Texas the motorcycle only had 8400 miles on it when I arrived in Texas and began to ride the hill country I paid for a 10 day tour and I was only able to ride seven days I missed the last 3 days of the tour because the bike broke down I was told by the dealer and Texas that the water pump in the radio were shot as well as part of the ECM I couldn't wait the two weeks for them to fix it so I had to trailer my motorcycle home and drop it off at conrads Harley Davidson in [redacted] now they fix the water pump but as far as the radio they put an upgrade on the software and told the dealer to tell me that if I had to scream go out or the screen freeze up on the radio again to take a picture of it this is not only Ludacris but it is insane and dangerous I have also had this problem with Parts I purchased from them that do not work correctly and even though the dealer had tested them and told Harley they did not work correctly Harley stated that they have not had enough complaints yet to redesign the bags that I have on the windshield so I could either return the bags which I need carry medication in or I just cut the middle bag out and have to live with the two bags even though I purchased 3 also the trip cost 2200 dollars and missing the final 3 days I figured that they owed me 220 day per day for the last 3 days missed coming to a total of six hundred and sixty dollars after many many calls to Harley corporate I have been told to go [redacted] myself and then hung up on several times. the customer service there is horrible and it will not allow you to speak to anyone at the corporate office or anything else.so I've had five to seven recalls the radio that's never work did they will not replace instead they want me to take a picture of it when it goes out again and I'm out for a trip I paid for months in advance and lost 3 days on which cost me quite a bit of money since I am on a fixed income.Desired Settlement: I would like to be reimbursed for the 3 days I lost on my trip to the Sun would be $660 or $220 per day. I would like to three bag pouch on my windshield to be redesigned and replaced with an apology and at no cost to me since they made an inferior product and were told by the dealer that it was a bad design it would never work. I would also like to know the rules of the lemon law on this motorcycle and whether or not I can just return it for a new one. if not I would also like the radio to be replaced since it is never worked in 18 or 19 months

Business

Response:

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?

Business

Response:

We are sorry Mr. [redacted] is not satisfied with our explaination of the facts of his situation.

Consumer

Response:

Review: I purchased a 2015 Harley in Dec.2014. I started having issues with the bike in Jan. 2015. Since then I have returned bike to the dealer 5 times for the same thing. On 3/5/2015 I contacted [redacted] in the customer care dept. at Harley Davidson Motor Co.. As I was discussing the issues with my bike when he abruptly hung up the phone. I have called back several times and spoke to other reps that tell me that I must speak with [redacted] . I left mgs on 3/6/2015 and 3/9/2015 for [redacted] to please return my call.Desired Settlement: Have a rep that can listen to my issues without being argumentative give me a call.

Business

Response:

Thank you for your inquiry. It appears that this matter has been resolved as Mr. [redacted] was traded into a new motorcycle by [redacted] Harley-Davidson. We do apologize to Mr. [redacted] for the phone situation. I can assure him that [redacted] did not hang up on him; rather, we had experienced a technical issue with our phone system that has since been resolved.

Thank you again for your inquiry.

Review: I purchased a new motorcycle VIN # [redacted] around August 2014, there is less than 300 miles on the bike. I went to ride on Sunday 3/21/2015 for the first time this year (only transportation that day). The key will not go into the ignition to start.On 3/23/2014 at 5:57pm I contacted Harley Davidson customer service and spoke to [redacted]. I was told by [redacted] to shake the bars. If that did not work then "have someone come out or get the bike towed to the nearest dealership at my expense".This is a major safety issue.Desired Settlement: I would like a Replacement or refund due to safety issues.

Business

Response:

“Thank you for contacting us regarding Mr. [redacted]. As [redacted] in Customer Service advised Mr. [redacted], if he is experiencing a concern with his motorcycle, we encourage him to make a Service appointment at a Harley-Davidson Dealership for proper diagnosis and applicable repairs.” Thank you

Consumer

Response:

Review: I have a 2014 triglide that HD did not install a battery tender cable,Desired Settlement: payment of part and installation. would also like gas money for driving my truck to pick up said part

Business

Response:

I have investigated this file and found that Harley-Davidson's Customer Care Department wascontacted by Mr. [redacted] on April 14, 2014 regarding his 2014 FLHTCUTG Vehicle IdentificationNumber [redacted]. Mr. [redacted] stated the motorcycle would not start and he couldnot engage reverse.Mr. [redacted] was referred to an authorized Harley-Davidson dealer. It is our understanding Mr.[redacted] took the motorcycle to [redacted] Harley-Davidson where the battery was charged andthe reverse motor circuit breaker was reset. The reverse motor circuit bas a circuit breaker toprevent current overload conditions to the motor and power cabling. Operation of this circuitbreaker is explained on page 180 of the 2014 Trike Owner's Manual.Mr. [redacted]' complaint states that Harley-Davidson did not install a battery tender cable on hismotorcycle. This item is not included as an Original Equipment part, but is available as anaccessory. There are two options which can be purchased and installed at any authorized Harley.Davidson dealer. The part numbers are 66000005 which retails for 514.9S, or part number94624-97B which retails for $8.95.Thank you for contacting me on this matter.~[redacted]

Consumer

Response:

I DO NOT AGREE WITH YOUR PART PRICES, [redacted] CHARGED ME 48.00 FOR THE PART AND CHARGER, I ALSO WAS CHARGED 45.00 TO INSTALL IT. YOU OWE ME 100.00 DOLLARS

Review: Purchased item that did not have all parts. Second time this has happened at dealership.Desired Settlement: Apology and corporate policy change

Business

Response:

Thank you for the inquiry. Unfortunately, there is not enough information in the complaint. Can we have a copy of the receipt? What is wrong with the headset?

Review: I bought the bike not long ago from [redacted] Harley Davidson in [redacted] California

The bike has only 60 miles on it

The bike has a faulty brakes

when I contacted the [redacted] Harley Davidosn they tell me to drive the bike to their shop and they will fix it

First of all their request is ridiculous:

1. The brake don't work - how can I drive a motor bike with no brakes on the highway

2. I just got my license and they know that since I got it from there

I have since then fixed it

It has cost me $350 due to towing fees and other repairs

I trie dto resolve it with them like having them give me merchanidise or something that at leats covers some of my costs

they are not willing to cooperate

They should have first checked the bike before selling it to me - I asked Daniel who was the sale guy to take care of that. I couldn't check the bike since I had no license then

He had assured me he will check the bike

But after few miles driving after I git my license I realized the bike is not workingDesired Settlement: Please provide store credit at least in $150

Business

Response:

Thank you for notifying me of Mr. [redacted]’s concern regarding

Revdex.com number [redacted].I have investigated this file and found that Mr. [redacted]

contacted Harley-Davidson Customer Care on October 20, 2015 to file a complaint

against [redacted] Harley Davidson, an independently owned and operated

authorized dealership. During that conversation he stated he contacted Orange

County to report a sound coming from the brakes on his 2015 Iron 883, Vehicle

Identification Number [redacted].

Mr. [redacted] stated he was advised by the dealership to bring the motorcycle in

for inspection and evaluation. We contacted the Orange

County and found Mr.

[redacted] never made an appointment. It is

my understanding Mr. [redacted] took his motorcycle to a non-authorized repair

facility.Mr. [redacted]’s complaint is related to his experience with an independently owned and operated authorized Harley-Davidson

dealership, this issue needs to be addressed with [redacted]

Harley-Davidson.Sincerely,[redacted]Consumer Affairs

Consumer

Response:

Review: I have a 2014 Harley-Davidson Motorcycle, Serial #[redacted] The in service date of the vehicle is 1/15 and it has has all of the recalls performed which is fine. However, shortly after I purchased the bike from the first owner at 3,500 miles it began making a noise after the bike is brought up to operating temperature that sounds like marbles in the transmission. When you pull the clutch in it stops (doesn't make noise when cold). I have several other friends with the same motorcycle and it does not make the noise. Spoke to 2 dealers and HD customer service today and all of which tell me its normal operation per bulletin M-1304 and say that the noise varies depending on clearances in the transmission. So I am one of the few that has to deal with the excessive noise that makes this fine looking motorcycle sound like an old worn out junker. I have owned 4 Harley-Davidsons and this is the first to make this noise. In fact it is embarrasing when riding next to another person because it makes the bike sound like an old worn out engine. To take a step further, if you google Harley Primary Tensioner it brings up all kinds of issues related to this for models from 2007-current production. Furthermore, [redacted] who makes Harley transmissions and other components, made a manual tensioner to relieve the tension associated with the failures/noises this transmission makes. Finally, HD is putting 85w-140 gear oil into transmissions after the fact to further cover up the issue.Desired Settlement: Would like Harley-Davidson to replace the transmission with a unit that has tighter tolerances, and install the baker manual chain tensioner-part #177-67K (attitude chain adjuster kit). [redacted] description on resolving the issue-Solves the issues associated with the stock auto chain adjuster on 2006-Later Dyna, 2007 Softtail/Touring Models. The first moment the chain has enough slack for it to ratchet the shoe up another notch, and thus tightening the chain. One notch might not be an issue. But you don't have control when this mechanism stops tightening the chain. The end result in many cases is the primary chain is so tight that it will start wearing out the left side motor case bearings, inner primary bearings, clutch hub bearings, and transmission output bearings-in my case it is starting this process. This tensioner allows you to adjust the chain to the proper 5/8-7/8 cold free play (present in pre-2007 touring models which never had this problem).

Business

Response:

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.

Consumer

Response:

Review: Ok so when I was in [redacted] in 12-13 I made the decision to buy a Harley from [redacted]. I placed a substantial amount down so I could purchase a 2013 fat bob. Upon arriving back home I went to thunder mountain Harley davidson in [redacted] to pick up my new motorcycle I was extremely happy to own a piece of American history. Some time went by before I had my first problem with this bike a problem that very well could have killed me. While riding the bike across a intersection my rear brakes completely locked up at 45 mph I skidded to a hault and I got off the bike to collect my senses as to what just happend . When I gatherd my thoughts I quickly became upset with this problem I called to have my bike picked up and towed to the nearest Harley dealer. Harley then replaced some parts and told me it was safe to ride again I belive this happend before 3,000 miles but I'm not sure. So shortly after riding back from a mountain trip I lost my rear brakes again when I was returning from my ride I became extremely upset with the fact that I thought the bike was safe to ride again and here it was almost ending my riding career or ending my life again. So it was taken to another dealer (different then the first one) to get fixed once again this is when I called the Harley head office to speak to someone about the issue which has since (supposedly) been fixed. A couple months later while leaving to go for a ride the throttle cable snapped before the brass fitting. When I called the local Harley dealer they said that its and weather exposed item and would not be covered under warranty. So I paid to fix it my self. When I had my first incident I started to doubt this bike and wether or not it was safe to ride again. Harley has a prestigious name and can be associated to being an American and patriotism but I've had some major doubts in the last two years and I beginnig to wonder if I should have purchased something else due to the unsafe nature of this bike.Desired Settlement: Here's what I propose a new equivalent to this bike or work on a deal to help me get a street glide that I've been wanting I don't think this is a unfair thing to be asking based on what kind of issues I've been having.

Business

Response:

Thank you for your inquiry. Our records indicate that when Mr. [redacted] motorcycle was at the dealership in October of 2014 and the dealer could not duplicate the condition. It was also noted that Mr. [redacted] motorcycle is modified with non Harley-Davidson components. If Mr. [redacted] still has an issue with his motorcycle, we recommend that his motorcycle be returned to complete original equipment condition. We do not have a "program" to assist Mr. [redacted] in trading in his motorcycle. If Mr. [redacted] is interested in trading in his motorcycle, we recommend he contact a dealership about trade-in value and pricing.

Consumer

Response:

Review: Have a new 14 Street Glide with less than 5,000 miles on it when rear rubber tire valve stem blew on freeway. I am a woman rider and HOG member who called roadside for a tow as was unable to repair flat. Sonoma County dealership refused the tow on a Sunday leaving me stranded. I had to drive bike 1 mile to my job to park till Monday. I paid $556.45 to have valve stems replaced and rear tire replaced. Replaced cheap rubber valve stems with metal. Worst parts were burning my arms on exhaust to try and fix flat after denied tow (unsuccessful) and a lone woman left stranded by HD. Now I am afraid to take the bike out for fear of being stranded in remote country. HelpDesired Settlement: Refund of the repair charge and tow.

Business

Response:

Thank you for your inquiry. I contacted a Representative at Road America and they reported that Ms. [redacted] called them on 8/16/2015 at 2:52pm EST. Their records indicated that Ms. [redacted] called back at 3:22pm to cancel the call and that she stated she would call back if she needed further assistance. Further, their records stated that their service provider was on scene with Ms. [redacted] and that it appeared that she had called her own service provider to assist her. Since Ms. [redacted] cancelled the service request and hired her own carrier, we will not reimburse her for her expense.Thank you for allowing me to explain our position in this matter.

Business

Response:

Thank you for the additional information. I verified with Road America that their records confirm that Ms. [redacted] cancelled the towing. However, since Ms. [redacted] is a very important customer to Harley-Davidson Motor Company, we would like to offer her a $300 gift card. Please let me know if Ms. [redacted] is interested in this gesture of customer goodwill.

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,

Review: I purchased a 2013 Harley Davidson model 48 from [redacted] Harley Davidson in 2012 which I currently own. Upon delivery of the motorcycle to my residence, the front and rear brakes had an issue with exessive noise. The motorcycle came with a 2 year factory warranty and as of now (2014, 1 week away from my warranty ending) the bike is still having the issue. I have taken the bike in 4 times now (this weekend will be the 5th) with no real result. I have contacted the Warranty Department of Harley 3 times now with the 3rd time ending with no help or how to resolve my issue. I was told I could not speak to a manager to help resolve my problem. Having brake issues for almost 2 years worries me that it could cause a serious safety malfunction in the braking system by constant heating of the pads/rotors/calipers causing exessive and premature wear of parts. I have already had 2 life threatening fork wobble issues within 6 months and hoping not to have a 3rd after the warranty ends.

All of the 4 times I have taken it to the dealership, the only thing they do is either spray stop-squeak solvent on the back of the brake pads (which I could have done myself) or chamfer the pads. The most recent visit of which has caused the issue while moving the motorcycle without the brakes being applied or the bike even running.Desired Settlement: I would like Harley to replace the parts that have been defective since the day it was delivered to me. They have had more than a reasonable amount of attempts to fix the issue without replacing the parts (front and rear pads and rotors).

Business

Response:

Thank you for the information. We would like to have one of our Regional Technical Leads inspect and test ride the motorcycle on Thursday, September 4. Please have Mr. [redacted] contact [redacted] at [redacted] Harley-Davidson to arrange for the inspection and test ride.

Review: After owning 4 previous Harley Davidson Motorcycles I purchased my 2016 Harley Davidson Road Glide in Columbia SC where I Live. I have had the bike less than a year and I have only managed to ride it a total of less than 2000 miles. I do not ride in anything other then the nicest of weather and I store my bike and my wife's bike in my garage. I am very dissatisfied at the amount of corrosion all over the bike to include rust on the frame, bolts, etc. I reached out to my local dealer who told me to contact Harley Davidson directly. I contacted them for them to tell me every reason in the world that the corrosion could be caused. I have not washed the bike with anything other than water, I have not used any chemicals on the bike, I am not responsible for what the dealer did to the bike prior to my purchase, I do not store in a damp place, I do not live by the beach drive by the beach or on salted ice roads, I do not store the vehicle around a pool or pool chemicals nor do I have a pool. I understand that something in the environment interacts with the metal thus causing corrosion, I am fully aware that is the process, what I am upset about is the fact that I have paid $25,000+ for a motorcycle that looks horrible, if it looks this bad with less than a year whats it going to look like 5yrs from now? With all the rust in and around the frame who's to say that the inside is not rusting out causing a serious safety issue. I also have yet to be notified what to do to fix the situation nor have I been advised on how to prevent this from happening. I have looked at other older bikes some of which are kept in the elements and NONE of them have any of these issues including my wife's bike that is 5yrs old and kept and ridden identically. The next issue is the fact that the same exact bike now leaks brake fluid as well!Desired Settlement: I wish to no longer own this motorcycle due to the fact that I feel unsafe because all of the corrosion.

Business

Response:

March 29, 2016

Thank you for notifying me of Mr. [redacted]’ complaint (Revdex.com

number [redacted]).

I have investigated this file and found that Harley-Davidson’s

Customer Service was contacted on March 1, 2016 regarding corrosion on multiple

areas of his 2016 FLTRXS, Vehicle Identification Number 1HD1KTM10GB608665.

Mr. [redacted] submitted photos of the affected

areas on March 2, 2016. A Customer Service Specialist replied to Mr. [redacted]’

emails, explaining that corrosion is not a

defect in materials or workmanship. Mr. [redacted] was referred to an authorized Harley-Davidson

dealer to determine which maintenance product is best suited for his needs.

Mr. [redacted] contacted us on March 15, 2016 and spoke with a

different Customer Service Specialist who reiterated this information.

The 2016 Touring Owner’s Manual has a section beginning on

page 217 which explains Cleaning and General Care of the motorcycles. This

section includes a listing of all tested and approved Harley-Davidson Cleaning

and Care Products.

If Mr. [redacted] has any questions regarding the use of these

products any authorized Harley-Davidson dealership would be happy to assist.

Mr. [redacted] referenced a brake fluid leak on the motorcycle. This

issue should also be addressed at any authorized Harley-Davidson dealer.

Thank you for contacting me on this matter.

Sincerely,

Consumer Affairs

Business

Response:

March 29, 2016

Thank you for notifying me of Mr. [redacted]’ complaint (Revdex.com

number [redacted]).

I have investigated this file and found that Harley-Davidson’s

Customer Service was contacted on March 1, 2016 regarding corrosion on multiple

areas of his 2016 FLTRXS, Vehicle Identification Number 1HD1KTM10GB608665.

Mr. [redacted] submitted photos of the affected

areas on March 2, 2016. A Customer Service Specialist replied to Mr. [redacted]’

emails, explaining that corrosion is not a

defect in materials or workmanship. Mr. [redacted] was referred to an authorized Harley-Davidson

dealer to determine which maintenance product is best suited for his needs.

Mr. [redacted] contacted us on March 15, 2016 and spoke with a

different Customer Service Specialist who reiterated this information.

The 2016 Touring Owner’s Manual has a section beginning on

page 217 which explains Cleaning and General Care of the motorcycles. This

section includes a listing of all tested and approved Harley-Davidson Cleaning

and Care Products.

If Mr. [redacted] has any questions regarding the use of these

products any authorized Harley-Davidson dealership would be happy to assist.

Mr. [redacted] referenced a brake fluid leak on the motorcycle. This

issue should also be addressed at any authorized Harley-Davidson dealer.

Thank you for contacting me on this matter.

Sincerely,

Consumer Affairs

2697802

Consumer

Response:

Thank you for finally giving me the page references needed to properly care for my $20,000+ motorcycle that is not prepared for the elements from the factory. I am still awaiting an explanation of the process that was taken to determine Harley Davidson would not cover the corrosion on my motorcycle and the exact reason as to why it was determined to be somehow my fault. I have also asked for the original PDI Repair Order from the dealer that shows there was not an issue from the factory. I have sent many emails askjng for this information with no luck. Thank you

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,

Consumer

Response:

Thank you for finally giving me the page references needed to properly care for my $20,000+ motorcycle that is not prepared for the elements from the factory. I am still awaiting an explanation of the process that was taken to determine Harley Davidson would not cover the corrosion on my motorcycle and the exact reason as to why it was determined to be somehow my fault. I have also asked for the original PDI Repair Order from the dealer that shows there was not an issue from the factory. I have sent many emails askjng for this information with no luck. Thank you

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,

Business

Response:

We reiterate our position. However at the request of Mr. [redacted] I have attached the paperwork from his pre-delivery inspection.[redacted]Consumer Affairs

Business

Response:

We reiterate our position. However at the request of Mr. [redacted] I have attached the paperwork from his pre-delivery inspection.[redacted]Consumer Affairs

Review: Purchased a Digital Speedometer part# [redacted] and Installed according to the instructions provided in the kit and company's website which are identical. Installed fuel sensor a week later. Fuel gauge does not work and has not worked. After calling the company they explained that the only way to make the fuel level gauge is to purchase the same Speedometer again due to having to install the fuel sensor at the same time or it would disable that function without repair. THERE IS NO MENTION OF THAT IN THE INSTALLATION INSTRUCTIONS. Because of FAULTY instructions I have to buy another unit. $$$ 320.00Desired Settlement: Due to the company not providing accurate installation instructions, they should replace the unit at no cost to the customer and update their instructions.

Business

Response:

November 24, 2015Thank you for notifying me of Mr. [redacted]’s concerns regarding Revdex.com number [redacted].I have investigated this file and found that Mr. [redacted]’s complaint is related to the Digital Speedometer/Tachometer part number [redacted], and the Fuel Sensor kit part number [redacted] which he purchased and installed on his motorcycle over one year ago. Mr. [redacted] contacted our Customer Service department on November 23, 2015 stating that after the installation he was not satisfied because the Fuel Sensor kit had never operated correctly. Mr. [redacted] stated he installed the Fuel Sensor kit sometime after he installed the Speedometer/Tachometer. It was explained to Mr. [redacted] that for correct functionality it is necessary for the Fuel Sensor kit to be installed with the Digital Speedometer/Tachometer, as the fuel sensor adjusts in the first 30 miles of riding, as stated in the instruction sheet which is supplied with the Digital Speedometer/Tachometer. For this reason, and the fact the parts are over one year old and out of warranty, Mr. [redacted]’s request for a new Speedometer/Tachometer is denied. Thank you for allowing me to explain our position on this matter. Sincerely,[redacted]Consumer Affairs

Review: I purchased a 2015 Street Glide in December 2014. While riding last month the right saddlebag popped off causing it to become damaged. The dealership informed me it would cost $1200.00 to replace it. The bag was secured by me using the locking pins however I was informed that no issue was observed with the mechanism. I explained to the dealer that I always double check the bags before riding and the only change I made that day was increasing the air pressure using the HD pump I purchased for this feature. This bike only had 600 miles on it when I purchased it. The dealer did provide me with a discount for a new lid however the entire bag needs to be replaced.Desired Settlement: All I am asking for a a replacement bag. Charcoal satin paint for the right side of my bike. That is the throttle side...

Business

Response:

Thank you for contacting us with Mr. [redacted]'s concern. As Mr. [redacted] indicated, he added air to the suspension, which requires the bag to be removed. Since there does not appear to be a manufacturing defect with the bag and/or the locking pins, we cannot offer Mr. [redacted] assistance with the replacement saddlebag.

Consumer

Response:

I have attached photos of the instructions regarding adding and checking air for he rear suspension of my motorcycle. I can send more photos or even video demonstrating that the bags do not need to be removed to access the air valve.

Review: I own a 2015 Harley Davidson Street Glide Special. It came with a stereo and stock speakers. Harley has a display you can listen to that has options for upgrades you can purchase. I purchased the top upgrades. After being installed I noticed issue with the system. I had the dealer look at it and they agreed there was a problem with the sound quality and operation. They had to contact Harley Davidson headquarters to get some of the issues resolved. Still not able to fix all the issues I started contacting customer support at headquarters as well. They had me replace the speakers (purchased upgrade component) to see if it fixed the issue. It did not, so they had the dealer replace the Amplifier (purchased upgrade component), still did not fix the issue. They then sent the dealer a new stereo to replace mine. The issue still did not change. Now corporate customer support is telling me the equipment is operating as designed and I can either live with it or get my money back on the upgraded speakers and amplifier. They are unwilling to do anything else to resolve the issue. By them replacing all three components it seems to me they were agreeing there is an issue so how can it be working as designed?

I have made 10 trips to and from the dealer to try to resolve this issue and spent over $200 in fuel taking it back and forth.Desired Settlement: I would like the system to operate as it is being advertised.

Business

Response:

Thank you for the message. To further investigate this concern, please provide me the Vehicle Identification Number for this motorcycle. Thank you!

Business

Response:

Thank you for the reply. I am sorry we misunderstood Mr. [redacted]'s concern. To ensure we fully understand his concerns, it would be best to have one of our Regional Technical Leads inspect Mr. [redacted]'s motorcycle at the Harley-Davidson dealership of his choice. If Mr. [redacted] is interested in this offer, please have him call me directly at ###-###-#### so we can arrange for a mutually convenient time.

Consumer

Response:

I will be contacting Harley Davidson as they have agreed to look further into my issues.

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,

Review: I purchased the "Boom! Audio Cruiser Amp and Speaker Kit [redacted]" and "The Smoked Turn Signal Lens Kit [redacted]". Not only that, I paid $400.00 for a back tire, and it only lasted 3 months from the New Orleans Harley Dealership (The tread wore off of the tire). To begin with, I called the [redacted] Harley Davidson Dealership to exchange the products that I have. Needless to say, I do not have the packaging the products came in, so I cannot not exchange the "Boom! Audio Cruiser Amp and Speaker Kit" without paying the dealership to check it out. I had another certified Harley Davidson Mechanic check this out, and said it is defective from another location. In addition, the "Smoked Turn Signal Lens Kit" is also defective. The light in the kit burned the smoked lens. I purchased the audio system at the end of April, and the smoked lens kit in July. I called the corporation, and the manager did not want to help me. As a matter of fact, she did not know what to do. Finally, as much as Harley Davidson charges for their products and services, they should make sure everything they sell to their consumers are of the highest quality available, and not garbage.Desired Settlement: I want my money back, regardless if I have the packaging or not. I should not have to pay any money at all for a Harley Davidson dealership to check a defective product, especially, if the product is still under warranty. This is the only place of business I have dealt with, who thinks it is okay to sell junk products, and have stipulations making sure the customer is taking care of. Any other business would be more than happy to look at the merchandise and have a satisfied customer.

Business

Response:

Thank you for your inquiry. Before refunds can be given for electronic components, an Authorized Harley-Davidson Dealership must inspect and test the component. Customers must provide original packaging as well as a receipt to the Authorized Dealership. Thank you for allowing me to explain our position in this matter.

Business

Response:

We are sorry that Mr. [redacted] feels it is unreasonable to provide information relating to the purchase transaction. If he wants to return merchandise, a receipt and packaging is required. All Harley-Davidson Dealerships are independently owned and operated. Therefore, if the dealership told him to return the item and they would "take care of him", that is their individual policy and he can contact them directly. Thank you for allowing me to explain our final position on this complaint.

Consumer

Response:

Review: I purchased a new 2014 Harley Davidson FLHTK on September 10, 2013. The bike had damage to the tour pack when we picked it up and was noted on the delivery documents it would be replaced. The day I purchased it I had an accident due to a malfunction with the clutch (clutch would not disengage). Due to the malfunction, the bike sustained damage to the outer upper fairing and lower fairing. I called the dealership I purchased it from and reported the problem, they referred me to a local paint and body shop for the repair. Approximately a month later HD issued a safety recall and a Do Not Ride order for the clutch malfunction. I contacted HD and asked them to reinburse me for the cost of the repair. They refused, I filed in small claims court and was awarded the settlement. Since then there have been 2 additional recalls: engine cooling system, ABS brake system. On June 12, 2014 on an extended ride while was passing a vehicle on a highway the bike completely shut down. I was fortunate not being hit from oncoming traffic or from behind and was able to coast the bike to the shoulder of the road. I called the dealership and explained what had happened. They were helpful and I was able to eventually restart the bike after about 30 min. While continuing on the ride, the bike shut down again (very dangerous) without warning. I was fortunate again not to be in an accident, injured or killed and eventually restarted the bike. I returned it to the dealership on June 13, 2014. They have had it 2 weeks now and are not sure what the problem is. The bike has been out of commission due to repairs, defects, and recalls over 30 days since I purchased it.Desired Settlement: I will settle for a brand new 2014 FLHTK replacement motorcycle equipped with the same accessories I have added to the defective motorcycle.

Consumer

Response:

Thank you for your help and clarification. I will settle for a brand new 2014 FLHTK replacement motorcycle equipped with the same accessories I have added to the defective motorcycle.

Business

Response:

Thank you for your inquiry. It is our understanding that [redacted] Harley-Davidson is working with Mr. [redacted] on trading in his motorcycle.

Thank you for bringing this matter to our attention.

My wife ordered accessories from H-D on 11/06/2014 for Christmas gifts for me. One of the gifts I wanted to send back for exchange and was told it was over 45 days from the ship date and couldn't be exchanged. You would think that since it was a gift and it's in its original package there would be an exception to the 45 days. Guess not.
All I can say is check the fine print before you order from H-D.
I buy a lot of parts and accessories from H-D and because of this I'll be buying after market from on.

Review: I have a 2015 Harley limited the seat is opening up at seem joint they say that itd my fault because my foot is hitting it and that its not a defect so warrnty or extended warrnty does not covrr this a seem opening I feel is defect for one every one I know foot will hit but where this is located is not where your foot would even hit its at the curve of the seat also its makes know sence for an extended warranty when there regualar one is no good.

Business

Response:

Thank you for notifying me of Mr. [redacted]’s concerns regarding Revdex.com number [redacted]. His motorcycle, Vehicle Identification Number [redacted] was inspected at [redacted] Harley-Davidson, an authorized dealer. Additionally, photos were submitted to Harley-Davidson Customer Service for review. The photographs show the seat is ripped. There are visible witness marks on the leather, indicating something had been dragged across the seat, possibly a boot when mounting or dismounting the motorcycle. The seat is damaged, not defective, therefore Mr. [redacted]’s request for warranty consideration has been denied.

Business

Response:

Thank you for your response. As previously explained, we have reviewed the pictures and the damage is not consistent with a manufacturing defect. The Extended Service Plan does not cover cosmetic issues such as this. Please refer directly to your ESP contract information for further explanation of coverage.

Consumer

Response:

As a first time buyer of a Harley, I am very dissappointed. Not only with the product, but with the customer service I have been receiving.
I purchased a brand new bike, and not a week later, I was back at the dealer in the service department. The problem was then fixed. While the bike was in the shop, not once did anyone call to inform me or give me updates on the bike. Every time I called, no one ever answered, left multiple voicemails, and they were never returned. But, when you go in the store, there are plenty of workers in the service department standing around doing nothing.
After bringing the bike home a second time, I then had to call to remind my salesman about my license plates. As he pretended he had been waiting for them, he was looking for them to make sure they were there.
A few days later, I had to return my bike for the exact same reason. The bike was never fixed correctly. Still dealing with the same issue of me having to call and check up on my bike, they cannot figure out what is wrong with it. Having it for two weeks, they have come to a guess that it may be the clutch, but they are not sure. I am then told the part was on back order until next month. So now I am stuck with paying for a bike for two months that I don't even had, and I actually had possession of it for maybe 2 weeks. The managers have no sense of urgency to try and correct this, nor do the employees. At this point I don't even want the bike anymore.
The customer service is horrible, the product is horrible. This experience has been by far the worst.