Harley-Davidson Motor Company, Inc.

Review: I am writting to resolve a Safety issue with my motorcycle. I was riding at 70mph on I5 past Tacoma, WA when I heard a loud noise on my motorcycle. I looked in the mirror and my muffler had falen out and it was onto the freeway. Cars were swerving to avoid hitting it. I imediatlelly pulled at the nearest exit and called the State Patrol to let them know that my myffler off my 2006 Harley Davidson Dyna had just flawn off my motorcycle and that someone can get killed. I am now completely scared to ride my motorcycle. I went to get replacement mufflers because its illegal to ride a bike without a muffler in my state because the bike is so loud. The mechanic told me that this will happen again because the mufflers are not held by anything onto the bike except one single O-Ring clamp. Next time that clamp gets loose (because this bike runs very rough and everything shakes bc of the rubber mounts and the engine type) this muffler will be flying off too. I AM WRITTIGN TO LET YOU KNOW THAT THIS IS A SAFETY ISSUE WITH THE DESIGN OF THIS BIKE. There is no pin or any kind of attachment holding the mufflers on the bike except a clamp thats designed to hold the gases from escaping that holds the muffler too. I am requesting that I am provided with adequate replacement mufflers that have s safety pin or Harley ISSUES a wide RECALL of this particular design. Please this can happen to me again and I am lucky I didnt DIE and KILLED someone innocent or that it can happen to the millions of other HARLEY RIDERS with this particular bike.Desired Settlement: Replacemnt muffler and safety pin so my new mufflers dont fly out again.

Business

Response:

Thank you for your message. Please provide the Vehicle Identification Number for the motorcycle in question. Also, please provide where and when the motorcycle was purchased. Thank you.

Consumer

Response:

Problem reported under manufactured warranty. Now into $1400 extended warranty. Loud ticking noise from motor. Can be heard for up to 30 feet away from bike. Corp Harley Davidson refuses to fix. I have a $25,000 motorcycle with a HD extended warranty. They won't fix it, I can't trade it, I can't sell it, and I can't stand to ride it like this. Next step is small claims court to at least try to re-coup my $1400 on the extended warranty so I can at least afford to take it some where to be repaired. Have had several Harley Davidson motorcycles. Have spent over $50,000 to date just on their bikes. Countless monies spent on clothing, parts, and accessories in the last 30 years. I guess loyalty doesn't mean anything. Thanks a lot Harley Davidson. Harley Davidson claim [redacted]

Review: I recently bought a 2008 Harley screaming eagle electra glide and overtime my wife and I go out for a ride she gets her ankle burnt from exhaust pipe .the pipe y's off from back of engine and runs right beside he ankle causing burn .when u buy a bike u buy it to enjoy it and with my wife being burnt everytime we go out it's hard to enjoy it.I have went to dealer where I bought the bike in February of this year and was told there is nothing they can do about it.they tell me the only was to stop that problem is to spend another $1000 dollars and get true deuls put on it which I shouldn't have to pay more money for a problem that was caused buy Harley poor exhaust placement I'm still paying every month on bike and wife can't enjoy it .how can we fix this issue so we both can enjoy the bike.My wife wears boots and jeans while riding and still gets burnt .Please get back to me about this issue .Thanks [redacted]Desired Settlement: Replace the exhaust placement on my bike without me having to pay more then I already have

Business

Response:

Thank you for your message. As this motorcycle was purchased used, and the Limited Warranty expired years ago, we recommend Mr. [redacted] continues to work with his authorized dealership on proper diagnosis of his concern. The exhaust he references does not sound like they are recommended by Harley-Davidson Motor Company.Thank you for allowing me to explain our position in this matter.

Review: I first started having trouble with the fuel line inside the fuel tank with the bike under warranty and the dealership refused to replace the part. I have had problems with this part four times now. I took my bike to the [redacted] on the 15 of April, 2014 at 6:00 P.M. I was informed that Thurday was open to work on my bike. The bike was not looked at until after 3:00 P.M. I have had to call several times to get any information about the status of my bike. I was informed that the part was ordered and it would be in on the 23 of April, 2014. I had to call back today once again, they had no clue about my bike. I was finely called back three and a half hours later to be informed that the part is on back order. This is my only vehicle.Desired Settlement: I want the problem fixed so it will not fail again and to be compensated.

Business

Response:

May 9, 2014

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

Revdex.com number [redacted].

I have investigated our records and learned that the

Limited Warranty for Mr. [redacted]’ 2007 FXST, Vehicle Identification Number

[redacted] expired on June 2, 2009.

His complaint is related to the service performed by an

independently owned and operated authorized Harley-Davidson dealership located in

Beaumont, Texas.

It appears that the concern expressed by Mr. [redacted] is not covered

by Harley-Davidson’s Limited Warranty, which expired five years ago. Mr. [redacted]’

concern needs to be addressed with Cowboy Harley-Davidson.

Sincerely,

Consumer Affairs

Business

Response:

Thank you for your most recent correspondence. We reiterate our position in this matter as the Limited Warranty on the motorcycle expired over five years ago.

Thank you.

Consumer

Response:

Review: I originally purchased a brand new Harley Davidson Road King Classic motorcycle in December of 2008. In July of this year, I noticed an oil leak and upon further investigation I found transmission bolt threads that had (previous to my purchasing the motorcycle) been repaired (heli-coiled by the Harley Davidson Company. When I found this problem, I immediately knew that Harley Davidson had sold me a defective motorcycle and they had never disclosed this fact to me prior to my purchase. I'm positive that the defective bolt thread problem is Harley Davidson's responsibility because my transmission was never worked on by me or anyone else since my purchase. As I explained to Harley Davidson in my complaint, I would never had purchased the motorcycle if they had disclosed the defect.I did file a complaint with Harley Davidson (case #[redacted]) and they denied any responsibility. In their response to my complaint, they went so far as to misstate my complaint as just being "loose bolts".Desired Settlement: I would like Harley Davidson to take responsibility for their product and either replace the transmission case or do a repair to the damaged threads that they can assure me is permanent (backing up the repair with a long term guarantee).

Business

Response:

Thank you for contacting us regarding Mr. [redacted], complaint [redacted].

I [redacted] the [redacted]r of a CVO-screaming eagle. The 1st week of Feb/2015 I had an accident on my bike and took it to Adamec-Harley in Florida to have the repairs done. Well to my surprise,I learned that it would take Harley 8-weeks to receive the painted parts needed for my bike which is completely outrageous being that Harley-Davidson is supposed to be the biggest motorcycle company in the world and my parts are coming from within the US. My wife called the corporate office and requested to have the parts expedited due to bike week was approaching and we wanted to have our bike for that event. My wife spoke to a customer service rep named [redacted] was extremely rude and when asked for her last name she refused, and when asked for her supervisor she hung up. My wife experienced very rude non-compassionate customer service which led her to lodging a complaint in the form of an email to the email address provided on the Harley website.Upon that email, I recv'd a phone call from a supervisor named [redacted] whom advised me and assured me that my parts would be here on 3/18/2015. My parts didnt arrive and arent here as we speak. I tried calling [redacted] back to speak to him regarding the parts not being shipped and got the run a round of him not being able to be reached. Each person that I have every had to speak to at Harley-customer service department were not helpful and make it a top secret to connect you to any live person's voicemail or provide direct email addresses or last names. I was told that is against company policy to connect me to a supervisor's voicemail and when I asked for [redacted] supervisor I was told he didnt have one. Harley-Davidson was once known for being the biggest and the best motorcycle company there is but since becoming a customer of Harley and experiencing the WORST CUSTOMER SERVICE I have every encountered. They're no longer in that category. This company has taken an approach of being unconcerned, in compassionate, unreachable, EXCEPT WHEN YOUR PAYMENTS ARE DUE, otherwise Harley-Davidson do not give a [redacted] about you as a customer. If anyone would like to reach me my phone number is [redacted]. If I could file some kinda class action lawsuit against this giant company for their attitude towards the matter I would definitely do so.

Review: I purchased new 2014 Harley-Davidson FLHTCU on August 30, 2013 from [redacted]'s [redacted]. After two years I began having problems with stereo system defaulting from USB source to FM source, and the Fade control resetting after riding the bike. [redacted] advised they found no errors, but would contact Tech Services and advise me. After waiting 2 weeks, I went to [redacted] in [redacted]. Their diagnosis indicated a bad stereo. They ordered and installed a replacement (HD sent refurbished unit), but there was no improvement. On follow up, Tech Service told them this was normal operation, and they closed the ticket ([redacted]). On October 30, 2015 I contacted Customer Service and opened ticket [redacted] with [redacted]. She stated that she escalate, and they would call me. I did not get a call back. I then went to [redacted] in [redacted]. They requested that HD provide a factory new unit, but HD refused the request. [redacted] then informed me that they had a unit from a 2015 model that they would install in an effort to fix the issue. They replaced the unit, and replaced the USB cable, which had a crimp in it. There was no change. Initially, HD was advising that the stereos had software problems, but all three of the units I had were running version 1.19.1, which is the latest. They then started telling everyone that this was normal operation, but had no explanation for why I did not have this problem the first 2 years of ownership. Today I spoke with a [redacted]) regarding ticket [redacted]. He advised me that HD is now saying that when the stereo system goes into sleep or shutdown mode it senses a variance in voltage, and that causes the system to reset to FM, and to reset the Fade control. He had no explanation as to why I did not have this issue for the first 2 years of ownership. He also had no explanation as to why it does not happen to on all Harley-Davidson models equipped with this same Boom Audio 4.3 system over the past three model years. This unit is DSP based, and the voltage required by internal capacitors to retain configuration parameters in extremely small. I have heard all of the excuses stated above, and even been told that the unit is like a computer, and requires resetting now and then. Both of the replacement units were reset, reconfigured and had the latest software installed but still displayed the same symptoms. [redacted] told me that he was not aware of any plans to determine the root cause of the issue, and to resolve it. Harley-Davidson completely changed there stereo systems with the 2014 models, and after 3 years has still not resolved the problems, as I understand there is yet another large update due out early next year. On multiple instances, HD has assured me that this is not a software issue, so I do not anticipate resolution in the next update. I would very much like to have my stereo function just as it did when I rode my new bike off the lot in August of 2013. It is obvious to me that after more than 3 months of working with multiple dealers that HD has no plans to address this ongoing issue. It really bothers me that according to HD this is an electrical issues, and that they seem unconcerned that it could be merely a symptom of a larger electrical issue. I just want everything to work like it did the day I rode the bike off the lot.Desired Settlement: I want Harley-Davidson to reimburse me for the purchase and installation of a replacement system for the Boom Audio system currently installed. The cost for the actual components from [redacted] is $800.00, including shipping. I have located a Harley dealer who has agreed to install the system, and am willing to have Harley-Davidson reimburse me for all related costs after the installation in complete.

Business

Response:

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

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

[redacted] contacted our Customer Care Department on September 28, 2015 regarding the

radio on his 2014 FLHTCU Vehicle Identification Number [redacted].

Mr. [redacted]’s limited factory warranty expired on August 30, 2015. Because the Limited Manufacturer Warranty coverage had

expired, the replacement radio he mentioned in his complaint was provided

through his Extended Service Plan which is administered through CNA National

Warranty Corporation. If he has a complaint or question on this coverage CNA

can be contacted by calling ###-###-####.Mr. [redacted] has requested that Harley-Davidson pay $800 for

the removal of the original equipment Boom Audio system installed on his

motorcycle and pay for an aftermarket system to be installed on his motorcycle.

For the reasons outlined above, Mr. [redacted]’s request is denied. Thank you for allowing me to explain our position on this

matter.Sincerely,[redacted]

Business

Response:

We

reiterate our position with this matter. Thank you, [redacted]Consumer Affairs

Consumer

Response:

Review: I have a unwarranted 2007 Harley Davidson Custom Softail Motorcycle, with 13,000 miles on it and the primary main bearing is bad (dealer's evaluation).At 13,000 miles this should have never happened. The dealer did not mention this as an issue and I can't believe, they refuse to work with me, in any way. Quoting me from $500 to 0ver a thousand to fix it. I paid over $21,000, for this motorcycle and regardless 0f the year, for the main bearing to go out at just 13,000 miles means a defective part. By the way, the reason it has such low mileage is I had been fighting Cancer, for over 3 years and could not ride(I beat it twice). The bottom line is, a bad part was installed in my motorcycle and no one wants to take responsibility. Just my money. All I'm asking is to make good the product you sold me, at a premium price. although this is probably falling on deaf ears, I'm still hoping Harley Davidson will do the right thing.Desired Settlement: Labor and parts, to fix the issue.

Business

Response:

Thank you for your inquiry regarding Mr. [redacted] and his 2007 Harley-Davidson Motorcycle, Vehicle Identification Number [redacted]. As our Customer Service Representative explained to Mr. [redacted] in their telephone conversation on April 11, 2014, the Limited Warranty on his motorcycle expired on April 26, 2009. As the motorcycle is over five years past the expiration of the Limited Warranty, we will not be able to offer any assistance with the repair.

Consumer

Response:

Review: I recently purchased a 2012 Harley Davidson Roadking. I went to dinner and locked my front wheel on July 11, 2013. Upon leaving dinner I had a hard time unlocking my wheel. I turned the key to unlock postion and it still remained locked. My girlfriend whom was a passenger on my bike also tried and failed. It took me a few trys to finally unlock the wheel. Afterwards I went for a frozen yogurt at an outdoor mall. My girlfriend got off my bike so I could park. A security guard walked over to me and asked me to park across the street. As I made my u turn my front wheel locked on its own and tipped over with me on it. The bike fell on me burning my leg. I got up and my girlfriend helped me lift my bike. Afterwards I was extremely scared to drive home without getting in another accident. The very next day I bought my bike to [redacted] in [redacted] (this is where I purchased my bike). I told them about my the defective part. They suggested I contact Harley Davidson customer service. I called and explained my situation and was told they would investigate. Later on in the day I got a call back saying that Empire Harley is not going to touch my bike because Harley told them not to. They said I dropped the bike, broke the wheel lock, and that I had to pay to repair the defective lock??? I am extremely disappointed in Harley Davidson. I do nothing but boast about the company. I own tons of Harley merchandise and have owned many Harley bikes. My girlfriend even purchased two Harley Davidson's. I am putting aside that my leg is burnt. But I want my bike fixed. The wheel lock is clearly defective. This caused me to get injured and damage my bike. I want the wheel lock repaired and all the damage on my bike from the fall repaired.Desired Settlement: I would like an apology for the poor customer service. I want the defective wheel lock replaced as well as all the damaged parts on my bike as a result of the fall. I feel Harley is responsible for these replacements because of their defective part causing me to fall and get injured.

Business

Response:

Thank you for the inquiry regarding Mr. [redacted]. As our Customer Service Department attempted to explain to Mr. [redacted], the situation he described is not considered a manufacturing defect. We encourage Mr. [redacted] to contact his insurance company for this repair.

I am the disappointed owner of a 2012 Harley Davidson Fat Bob. I purchased my bike in February of 2012 myself and my family have owned multiple Harleys this was the first brand new bike I had purchased. Not but a few months after having the bike it died on me I was stranded on the side of the road for several hours in the middle of summer. A friend came out to rescue me with a trailer and I took the bike into the dealer the next day to find out that there was a recall on the voltage regulator for which I wasn't notified of. They told me that there was a 3-4month backorder on the part. Which was unacceptable on a 4month old bike. The service department was able to track one down in about two weeks so I was satisfied and believed that was the last of my problems. Intermittently through the years I noticed the battery light would come on and go off the dealer said unless it failed completely there wasn't much they could do. Now in 2016 I went on a ride on a Saturday and the light came on and stayed on so I started my way back home. I didn't make it. once again I was stranded on the side of the road. While waiting for my help to come I contacted the dealership where I purchased the bike and told them the situation. I was told since they had fixed it back in 2012 (even though they replaced a bad part with a less bad one?) that I was screwed and would have to pay to have it fixed. I got the bike back to my garage and ran test on the bike, the voltage regulator tested bad. So I contacted Harley Davidson Corporate customer service. I explained the situation to them and they opened a case # and told me I would have to take it to a Harley Shop to verify what was wrong and she was pretty sure that there would be something that they could do for me. So I took it to the Harley dealership in New Braunfels and the service tech was also pretty confident that Harley would help. Finally I get a call back from the dealership. They diagnosed that the regulator was bad (which I already knew and told all parties involved) but that Harley was not willing to replace the part because the date code on the part wasn't one that they thought was faulty and then told me I had to pay them for diagnostic them $100 dollars. I argued my point to no avail I had to pay to get my still broken bike back. I called the corporate office back and asked if there was anything they could do to help. I was told I was out of luck. To summarize my complaint. I run a business myself customer service is always a #1 priority I don't feel what I am asking for is too much and Also feel that a motorcycle company that claims to be the best ought to back up their product especially when the in question part has had issues in the past.

The chrome finish got wet and wiped right off the Harley tail light This happened after 8 months. Costomer reviews about this product (Harley part #68000029) are the same,chrome peeling off. Harley will not do anything about this.This is obviously a manufactures defect. I will never buy another Harley product again. They do not stand by their product.

Review: I purchased and had dealer install a detachable tour pack kit for my 2014 Harley Ultra Limited. My bike was less than a year old at the time the damage occurred. When I removed the tour pack I discovered the wiring had worn into the paint of the rear fender. Harley should have informed owners of this problem and had corrective action taken or a warning listed in the instructions. I contacted Harley and they authorized my fender to be re-painted. I requested a new fender painted from the factory as my fender was before being damaged by incomplete instructions I did not purchase a bike with a re-painted fender.Desired Settlement: I request a replacement fender from the factory

Business

Response:

Thank you for your inquiry. As stated in the Limited Warranty, it is Harley-Davidson's decision to repair or replace the fender. A professional painter assured the Harley-Davidson Dealership that this fender could be repaired. Therefore, our decision to repair verses replaces the fender remains.Thank you for allowing me to explain our position in this matter.

Business

Response:

Thank you for your response. We reiterate our previously explained position. This is our final position in this matter.

Consumer

Response:

Review: motor leaking oil.has been to the shop 4 times for repair . still not repaired. [redacted] harley tried to repair it and failed. was riding threw junction city ks when bike was leaking oil bad left it in junction city to be repaired. they had the bike for 3 weeks and tore the motor apart twice and the motor still leaks oil.I live in [redacted]. the bike has been at harley davidson of [redacted] for 2 weeks , the rep for harley davidson [redacted] says that he has to go threw the same steps that harley in junction city has done. I feel that they are just stringing me along. the motor has been tore down three times.and still leaks oil. juction city harley say's I need a new motor. they refused to tare it down again. the bike since the first day has had problems. the intake gaskets went out of it on the way home.Had to have it trailered from newton ks to [redacted] ,and [redacted] put new intake gaskets on it with less than 190 miles on it. the bike still cuts out and dies like it did with the intake gaskets out. they say they can not find the problem.Desired Settlement: replacement, or return of money.

Business

Response:

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

Review: Harley will not back there warranty have complained since bike had a 1000 miles and I have heard every story and no repairs they keep sweeping it under the rug till some gets killed and then they don't have to hear it I would like it fixed right and no more storyDesired Settlement: I would like it repaired to where I don't have to worry if I am going to make it alive cause of the bike

Business

Response:

Thank you for informing me of Mr. [redacted]’ concern Revdex.com number

[redacted], our file number [redacted].

I

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

Center was contacted by Mr.

[redacted] in October of 2013 regarding wear on the tires of his 2012 FLHTK, Vehicle

Identification Number [redacted]. Mr. [redacted] was referred to an authorized

Harley-Davidson dealership to have his tires inspected. [redacted]

Harley-Davidson reported the tires showed normal wear. In December of 2013 our

Technical Service Department was contacted by [redacted] Harley-Davidson

regarding Mr. [redacted]’ tires. Based on tire measurements provided, we feel the wear

on his tires is normal wear.

If

Mr. [redacted] would like further information on tire care, or the Limited Warranty,

these topics are covered in his 2012 Owner’s Manual.

Thank you for contacting me on this matter.

Sincerely,

Consumer Affairs

Consumer

Response:

Review: While having my 2014 Harley Tri Glide serviced I noticed cracked paint on the left fender in the rear, toward the inside near where the fender attaches to the body. I asked the dealer to check it out. The service rep took pictures and said that he would have to send the pictures in to the factory for evaluation. A couple of days later he called and said the factory would not cover it under warranty due to their belief that the after market splash guards installed caused the cracking. I called the factory tech service and questioned how they arrived at that conclusion. The holes (two)were approximately 3/16 in and drilled into fiberglass fenders which takes about 5 seconds. The customer rep stated " well that's what they arrived at and the engineers have seen everything". I said "well there are no cracks emanating from the holes, the cracks are toward where the fenders attach and they are elongated as if from the fenders vibrating over a period of time as such from riding. I also stated that "how could a motorcycle costing $35,000.00 not have paint stand up to 5 seconds of drilling even if that was remotely the possible cause". It should also be noted that the mud flaps were installed in early 2014 and the cracks didn't appear until 2015. The rep stated that was the conclusion and "I couldn't talk to anyone else about it". Before purchasing this bike I had heard that Harley doesn't stand by it's warranty anymore and that they were reverting back to the days of not really caring about customer service since they are so popular these days. I have almost $10,000.00 worth of accessories invested in this bike and I just don't understand how a company can look at a picture and determine cracks remote from a tiny hole can be caused by a tiny hole. They should have a local expert look at it. It's shameful that this company practices denial of claims first then you must jump through hoops to get fair treatment. Based on my experience in this case I am disheartened and don't see how I can endorse HarleyDesired Settlement: I would like Harley to have a local expert (Colorado)look at the bike and the cracks and explain all the possible causes for these cracks or at least do some testing at the factory on trike fenders to see if drilling causes cracks away from the holes and if so what size drill bit causes it.Again the mud flaps were installed in early 2014 and the cracks didn't appear until 2015. The dealer can verify that I have had the mud flaps on for over a year. I have pictures to prove it.

Business

Response:

Thank you for your inquiry. Can you please have Mr. [redacted] provide the Vehicle Identification Number (VIN) for his Trike?

Consumer

Response:

Review: Motorcycle – 2014 CVO Limited (2100 current miles).

Dealer – [redacted] Harley Davidson located in [redacted]

Date of incident – April 2, 2015

Date brought to Dealer – April 6. 2015

First contract from Dealer – April 13, 2015

The complaint is actually really simple, I was driving down a four lane highway and my right side saddlebag fell off … Now you have to remember that CVO stands for Custom Vehicle Operations (a high priced special unit within Harley Davidson for custom motorcycles) – which means my whole motorcycle is custom painted (including the saddle bags) from Harley itself. I called the Dealer and they told me to bring my motorcycle in to their shop. I dropped off the motorcycle on Monday, April 6th for their inspection. The dealership finally called me on April 13th. They told me that Harley Davidson would not honor their warranty and I would have to report the damage to my insurance company. I spent a little over $40,684.00 on that motorcycle (that’s right - forty thousand dollars), their product falls apart well in its warranty time frame and they will not do anything ….

Update … received a call from [redacted]’s GM, she said that Harley Will not cover the issue (although it was under warranty) she would pay the $500.00 deductible so I could get it fixed but that was it - so when my insurance rates goes up, that’s on me.

I feel completely and totally cheated … the motorcycle is Harley’s top of the line and Harley will not stand by their warranty …Desired Settlement: Just fix a motorcycle

Business

Response:

Thank you for the inquiry. I have investigated Mr. [redacted]'s situation and the dealership, [redacted] Harley-Davidson, found evidence that the saddlebag had been removed. Therefore, the condition could not be covered under the Limited Warranty. In the interest of customer satisfaction, Tom at [redacted] Harley-Davidson agreed to pay Mr. [redacted]'s deductible. Mr. [redacted] declined the offer. If Mr. [redacted] changes his mind and wants to claim this with his insurance, please have him contact Tom at the dealership.

Review: Claim # [redacted], called customer service regarding a paint gouge under the gas cap lid and the only option Harley Davidon gave me is that the dealer would touch it up with touch up paint. I have been in the car business for 20 years, I know that factory paint and clear coat is used then baked on. Touch up paint on a new bike less than 2 months old with under 200 miles is not acceptable. I asked to speak to a supervisor and I was told that the call would not be escalated because I will hear the same answer.Desired Settlement: Would like a replacement of defective gas tank and gas lid, or a total buy back of the bike.

Business

Response:

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

(Revdex.com number [redacted]).

I have investigated this file and found that Mr. [redacted]’s

2014 [redacted], vehicle Identification Number [redacted] was inspected at

Harley-Davidson Biketown in Youngstown,** on October 20, 2014 for a wear

mark under the fuel cap. Photographs of Mr. [redacted]’s fuel tank were

submitted to our Technical Service Department for review, and they determined

that the area under the fuel cap should be touched up.

Mr. [redacted] contacted Harley-Davidson’s Customer Service

Department on October 22, stating that the recommended solution was

unacceptable and said he wanted his fuel tank replaced. It was explained to Mr.

[redacted] that the mark under his fuel cap can be repaired locally, and

replacing the tank is not necessary. The location of the wear mark is under the

fuel cap and is visible only when the cap is removed from the motorcycle.

Harley-Davidson believes this repair is an acceptable resolution, and it meets

our Cosmetic Guidelines. As stated in his owner’s manual, the repair or

replacement of defective parts will be Harley-Davidson’s sole obligation and

the sole and exclusive remedy under the limited warranty.

Thank you for contacting me on this matter.

Sincerely,

Consumer Affairs

Business

Response:

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.

Consumer Affairs

Consumer

Response:

Review: On July 5th 2014, my wife and I were on separate bikes and was involved in an accident. Bikes were picked up by our local dealer at the scene. Turns out after an evaluation, on the 2011 CVO Softail, the tab that engine guard bolts to was bent. ( altercation to the frame ). This required the frame to be replaced. The dealer placed an order with H-D Motor Company for all parts that were needed. The neck of the frame had to be cut off and sent to H-D so the serial number could be stamped into the new frame. The frame was the first thing to arrive. ( unusual as this is a custom painted part ) Turns out that H-D Motor Company sent a Breakout frame instead of a Softail frame. If this is a world class manufacturer, one would know that the Breakout frame is 1-1/2 inches bigger than the Softail frame. Wider on the back, and has more rake. Kind of obvious as that is the first thing the wife noticed when she seen it. The dealer called to inform H-D of this and told H-D that he needed the correct frame asap. H-D has promised to have the frame by mid Aug 2014. Just to find out that the frame was just stamped and sent for powder coating and color matched at the end of Aug. 2014. The frame finally reached the dealer Sept.5th 2014. ( mind you, 2 months went by already ) When I called customer service and asked how they were going to compensate for this, they told me that they will not do anything. To me, that is not right. H-D did not follow there own process to verify that the correct frame was being shipped to the dealer. ( Part number was verified between the dealer and H-D and also reflected on the invoice). I'm wondering how the wrong frame went through the whole process without being detected. With that being said, now I, a paying customer, have to pay for H-D's internal failure and causing more unnecessary down, for there ( H-D ), lack of responsibility. I work as a Supervisor in Logistics department. It is my job to make sure the customer gets what was ordered correctly, damage free and on time. I would think that this practice would not be any different in any business. Including H-D Motor Company. My limited riding season has now deteriated due to H-D Motor Company neglect. Not happy with the service and results of H-D Motor Company. How do they expect more people to ride when people get customer service like this? Thinking of buying a [redacted] now.Desired Settlement: H-D Motor Company needs to review there internal process of verifying ordered parts to make sure the correct ones are being shipped to avoid delays at the shops/home. Policies and Procedures are put in place for a reason. Compensation is not up to the customer. This is up to H-D Motor Company to figure out a way to make this right and keep the customer pleased. This would be called Customer Service.

Business

Response:

Thank you for your inquiry. After review of the file, it appears that the supplier that manufacturers the frame for Mr. [redacted]'s motorcycle made a mistake when they built the frame. When Mr. [redacted]'s dealership notified our Technical Service Staff of the situation, the supplier was immediately contacted. The supplier, along with our Engineering Department, worked as diligently as they could to identify and ultimately resolve the situation. We understand the issue was corrected and the replacement frame was shipped on September 3. We apologize to Mr. [redacted] for the situation.

Outrageous customer support for the 2014 Recall for ABS braking system on all Touring Motorcycles. I purchased a brand new 2014 Harley Street Glide Special in April of this year. Three months later, I received a recall notice that the bikes were being recalled for ABS braking problems. The notice and dealership information told customers that during manufacture, the brake line was positioned incorrectly causing the brake line to be pinched or damaged causing fluid to back up and possibly cause the brakes to fail. I was told nothing to worry, bring the motorcycle in, the dealer would inspect the bikes and the majority of the work would simply require one to two hours in the dealership to reposition the brake cable. On the REMOTE chance that more extensive repairs might be required, the dealer would be asked to replace the damaged cable and the front brake lining. That should take no more than a day or two. Today, I was told my bike would be staying at the dealership for a minimum of two weeks because Harley did NOT HAVE THE PARTS IN STOCK to do the repairs and they were on back order. TWO WEEKS without my brand new bike. On top of this news, since I had left my bike their two days ago expecting the repairs to be finished today, I was told if I wanted to get home, I would have to pay out of my own pocket for the cost of a rental, whether it was a car or a loaner motorcycle. Harley apparently is only concerned about the cost to the dealers to complete the recall repairs, absolutely no concern for the inconvenience to the customers or their costs, my cost associated with this "minor" recall. No concern that I am paying to not ride my bike nor have access to it while Harley tries to get the parts to their dealers. I would love for Harley to just make me whole, buy out my contract and let me go shop elsewhere for a more reliable bike, made by a company who supports and understands their customers.

Review: I bought a 2014 HD Street Glide back in October. This spring I was riding and my right side hard bag popped off and skidded down the road, damaging it. I spoke to my dealership about the issues, as well as looking it up online and found there were issues with the locking pins vibrating out. When I contacted Harley Davidson Corp with the issue, I was told it was rejected due to "Age and Mileage" on the bike. The bike is less than a year old and had just over 500 miles on it when the issue happened. They then "reviewed" the issue again and came back with a different conclusion stating it was "improper installation", which again should fall under the warranty as the bags were never off the bike, other then when it fell to the ground. When I spoke to the service rep and explained how I've been researching this issue and it's all over the Harley forums and other web pages, she informed me that "Harley does not take direction from social media". As it stands, Harley refused to back up it's product. I had to purchase a set of locking pins so my bags don't fall off and now need to pay to have the damaged bag either fixed or replaced. Unfortunately I also have customer paint on these bags so I have to pay extra for that as well.Desired Settlement: I would like Harley to replace the damaged bag and pay to have the paint redone, as this is their issue. Poor craftsmanship caused this issue and I have pictures of the pins to prove it.

Business

Response:

Thank you for your inquiry. Please ask Mr. [redacted] to provide his Vehicle Identification Number for his motorcycle. Also, he mentioned calling our Customer Service Department regarding this concern. Can you ask him if he has the reference number from the call?

Thank you for providing me the information I requested.