House of Harley-Davidson, Inc.

From having to call for directions to House of Harley when my GPS went rogue...to having the staff box up and mail my shopping items home, it was a great visit! Plus, we got a great tip of a local eatery where we had a wonderful lunch! Thanks Jodi and staff!

Review: On 12/13/12 I ordered two items, a bandana and a long sleeved t-shirt, from House of Harley online. On 12/13 I received an email confirming my order. On 12/16 I received an email stating my order had shipped. I emailed them to ask for a tracking number for the package, but never received a response. On 12/20 I received a package in the mail which contained only the bandana. The t-shirt was not included. The invoice stated that the t-shirt was back ordered and would be shipped within 10 days, and that I should contact them if I wanted to cancel my order. I decided to wait for the shirt to come. It's now 1/4/13 and I have not received the shirt in the mail. I've tried calling repetitively - leaving at least three messages. No one has called back. When I did call and someone answered, they immediately transferred me to "online sales" which no one answers. Calls bounce to voice mail and no one calls back. Given the deplorable service, I have since returned the bandana, as I do not want to purchase ANYTHING from this company. Therefore, at this point, I'm requesting a refund for the entire cost of my purchase, $69.95. This company is BY FAR the VERY WORST service I have ever experienced. They should be ashamed of themselves.Desired Settlement: Total refund on my credit card.

Business

Response:

Thank you [redacted],

I want to apologize for the lack of communication and your entire experience. I truly am sorry because it is definitely not how I want my team to treat our customers and represent the House of Harley-Davidson . Unfortunately, it appears that the your shirt was special ordered for your size and that then held up your shipment. However, that is no excuse for the lack of communication. We did receive your bandana return on Friday and it was processed today. I have also canceled the order for the shirt. The Transaction ID number is 5834196696 for a total amount of $69.95 credited back to your original credit card.

I know that simply issuing a refund does not change the experience that you had with us. I would love to have you give us a second chance at some point so that we can deliver the level of service that you expect and deserve as a loyal Harley customer. If you choose to come back to us in the future please feel free to contact me directly.

Again, my sincerest apologies.

Customer Service Manager

House of Harley-Davidson, Inc

www.HouseOfHarley.com

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.

Dear [redacted]:

I want to thank you very much for handling this issue for me. I appreciate your quick action to resolve this situation. I'm only sorry that in order to get customer service I needed to take such extreme actions. I hope that other customers don't have the same experiences that I have had. I wish you the best with the business in the future.

Warm regards,

I purchased a 2006 harley from them in Feb 2013. I had paid them the sale price indicated on the sales. I was also told that this bike needed nothing besides riding. Since feb 2013 to which snow was on the ground when I looked at it so riding was not a option. I was sold on faith from the salemen and general manager. This bike has been back to them 4-5 times. From leaking gas on the first day delivered to my house, to not starting, leaking oil and finally not starting. They claim that the bike had 21000 miles on it when the fact is it had 28000 miles when I purchased it. I have 464 miles on it since purchased, 56 miles are them test driving it. They seem to think the milage statement is not important, that I bought the bike as is? I bought a bike that was to run with no issues. I thank the lard that I did not trade in my other bike because all the time this one has proven to me that is not reliable. What I recieve from them is a key chain and t-shirt Free.. oh boy. I was told it is what it is? what the heck is that? I would not recommend them to anyone. first off they do not stand by there word, there saftey inspection of motorcycles is so they can sell you an additional warrenty to fix other peoples problems and get paid from the warrenty for it. Thats not right. I have spent lots of money on clothing there and should of left it at that. I would never buy a motorcycle from them again even to the point I would not spend one more dollar there. I am a very displeased customer and again would never purchase from them again. Get everything in writing. They are great salemen with very short memories. ALso beware of the delivery drivers they can't back a truck and trailer with out hitting something. My case is going to an attorney I want my money back!! Excuses is all I get from them.

Review: I ordered Harley-Davidson Men's Bulova Wrist Watch [redacted] on August 27, 2013. My credit card has been charged for the purchase price. I have called at least 5 times trying to find out the status of my order. No one has returned my calls. I have also sent at least 8 emails, again with no response. This was a gift for my husband for his birthday, which I have now had to reorder another watch from a different site for overnight delivery because I have not received this order.Desired Settlement: I would like my order canceled, my credit card credited in the amount of $115.98, and I would like to be reimbursed for my overnight charges for the second order from another company because I never received this order in the amount of $63.81.

Business

Response:

A refund was issued on Sept 10. The customer would like the House to pay for expedited shipping for the replacement order she made through another company. We are happy to accommodate the request but we request a shipping receipt to verify the expense. The receipt can be emailed to [redacted].

Business

Response:

House of Harley cut a check in the amount of $63.81 to reimburse the customer, [redacted], for the shipping fees incurred from the alternate buying source. The check went into the mail today, October 1

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,

On Tue, Oct 8, 2013 at 11:04 AM, [redacted] wrote:

I have now received a full refund of the overnight charges I incurred from ordering from another company. All disputes involving The House of Harley Davidson have now been resolved to my full satisfaction. Thank you for your assistance in resolving this dispute.

Review: On August I place a order with House of Harley and charged it to my PayPal account. As of today I have not receive this order. Yet my account was charged $276.43 to my paypal account. I have called and left at least 5 or 6 messages. I evnr asked to speak with a [redacted]. I got one call back last week stating he would look into the matter and never got back to me and never did. I received one email asking for a order number. I gave them the reference number, my name , address, email, and still not response . It is my understanding they fired the company who managed there online orders and shut down their web site. However they are not making any attempt to credit my account for the charges. And Pay Pal just wants their money that is charged to the account. I have spoke to many people and they say they have had so many problems with House of Harley. And the fact that the [redacted] did not even care enough to get back to me to help fix this. I even told him I was considering calling the Revdex.com he seemed to want to help on the phone but as of yet I have not gotten a response back from him nor his internet sales rep VanessaDesired Settlement: All I am asking is for my account to be credited the charge. I can order the items from a different dealer.

Business

Response:

House issued a refund via PayPal for $276.47. it will post within 3-4 business days

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. They issued a refund to me on tues 9/24/13 in the morning when I went into the store They just received the complaint and working in it when I went in. Thank you for your help in this matter

Regards,

I am a longtime customer of The House and have always been extremely pleased with the service-both to my bike and the staff with the exception of a couple bad apples unfortunately.

[redacted]. ( [redacted] ) in clothing is a person that should NOT be in customer service/sales at all....she should be in back stocking shelves-far away from the general public !

Every time we see her she is in a seemingly lousy mood and always seems unwilling to help people that have questions or need a certain size...I have witnessed her terrible attitude towards myself as well as others that happened to have the misfortune of dealing with her- others that work with her in this department have told me a few very negative stories pertaining to her as well.

I have talked to others that shop here and they are of the exact same opinion....what she is still doing there I have no idea. HELLO MANAGEMENT ????

In short, she strikes me as the type of person that needs a shrink or at the very least some strong antidepressants !

The other personality in question here is [redacted]- you know the one..with that ridiculous so-called hairstyle.

He has so much negative attitude and far, far less actual knowledge of motorcycles than the others on the sales floor. He should spend less time texting and trying to pick up girls and maybe he could sell more bikes. Get rid of these two mns and the place would be perfect !! However, [redacted] and [redacted] in parts are the absolute BEST !! They make it all worthwhile- the reason we stay faithful to The House year after year.

I placed an order 12/4/2013 online that was supposed to be guaranteed delivery by Christmas; as of 1/7/2014 I still had not received it. I tried calling multiple times and always got voicemail. After finally reaching someone, they said it hadn't even been shipped yet! Excuse was that there must have been a glitch in the system and my item was placed on backorder?!? THANKS FOR KEEPING THE CUSTOMER INFORMED! WILL NOT SHOP HERE AGAIN...

Review: I placed an order from the House of Harley online on 8/5. My bank account was charged for my purchase but I never received my items. I received an emailed receipt and was instructed to await another email with confirmation my package was shipped and a tracking number. I never received that email. Over the last 3 weeks I've called ad left multiple messages for a woman in the "e" customer service department. "[redacted]" is her name I think. I've tried calling and asking for a different person to file my complaint but the receptionist told me she was very busy with other calls because of the "110th celebration." None of my phone calls were ever returned and I want a full refund and frankly, an apology. My order number is [redacted]Desired Settlement: I want my money returned back to my bank account for the amount of my purchase plus the shipping I paid to never receive my item.

Consumer

Response:

On Fri, Sep 13, 2013 at 5:27 AM, [redacted] wrote:

I have heard from the House of Harley And they solved my complaint. They contacted me on saturday Thank you for your help!

First let me start off by saying a direct quote from the Manager [redacted] "as far as I'm concerned your not welcome here." I started off by going in there talking to a salesman and just looking at the 2015 road glide special on a Saturday, set up a time to test ride it on the following Monday for the test ride and for them to just see what they can do for a price on my 13 fatboy... After a few hours of talking numbers we finally got to a number that put us in the right direction, but still not what I was looking for. I then thanked them for their time and left... I went to another local Harley dealership and the dealership was able to beat houses' price by a big difference. I called house and told them, house then said that they would be able to beat the other local dealer, and one more round after that until both dealers got to around a $300 difference. Went back to house of Harley tho they were 300$ more than the other dealer, but 25 miles closer than the other. We then talked about the deal a little bit more, then was pressured into making a $24000 buy, saying its today only now or never type stuff, I asked for one night to think on it, they said no, I asked to put money down to lock in the price until Friday so I can put a bigger down payment they said "no today only". I then said ok I'll go to the other dealer this was their offer and it's not a "right this second" offer, thanked them for their time and walked out.. I thought about it over night, and though the other dealership was offering a better price by $300, house of Harley is still closer, I called the salesman at 915am and said hey I got cash in hand, if I came in in 30 mins, can we do the deal we talked about last night... He said yes come on in. Excited , I ran out the door blank check in hand. After I got there, I was sitting at my salesman's cubicle while he is in [redacted] office I was finally relieved that a deal was met and could finally ride my new bike home... NOPE!! The salesman came to me and said the manager [redacted] decided that he was no longer doing the deal and that he apologizes and thanks me and walks away. [redacted] then walks directly past me not saying a word, a buddy who was with me and I walk into his office to see what happens and why he decided what he decided. He said something's along the lines of, the way you do business is not the way we do business here (I assume that means, he wasn't happy I shopped his competition and they wanted to be the ones to rip me off, and only them).. He proceeded to say that if I signed yesterday for the bike we wouldn't have this issue. I said well This is a big buy and I simply wanted a day to think. He then said and I will quote this also "I changed my mind, I know what I'm getting into by dealing with people like you, and last time I checked this is a free country and I don't have to sell you anything"(also note that that was being said in what some would consider a soft yelling tone, probably one that could be heard from a few feet outside his open office door. After that we walked out, I got back on my 13 fat boy and drove off never looking back. Know that my salesman was great and dealt with me for several hours.This review is nothing against him as he had nothing to do with [redacted] decision. But know that if you are considering buying at house of Harley, there are MANY MORE dealerships within the area who are willing to work with you, maybe even beat another dealerships price, just for your business. Lastly...as From the words of [redacted], "this is a free country" and it is [redacted], that it is... But know that this country was built on negotiations and bartering and was not built off split second now or never decisions..

Review: Placed an order online September 2, 2013. Order number is [redacted]. Amount is 347.90 dollars charged to my credit card immediately. Began to suspect problem when I have been charged for purchase, but no response whatsoever. Talked to receptionist who explained problem about computer issues. I have left multiple voice messages, sent email, actually talked to General Manager a couple days ago on the phone, took my info, thats all. Further investigation through the internet revealed numerous current complaints. I have asked to simply let me know that they have my order, know what I ordered, and if it is available. No response.Desired Settlement: I would like to know that my order can be filled and will be shipped shortly, or just issue a refund immediately.

Business

Response:

Item ordered is obsolete. Complete refund of $347.90 issued Sept 20. Refund should post within 3-4 business days.

Review: I ordered a part from their online store on August 21. I immediately received an order confirmation and they debited my PayPal account on the same day. Nothing more since. I have emailed and phoned the company numerous times, was able to get through one time, Sept 4, but that was to a secretary who said she would pass along my information.Desired Settlement: I would like my PayPal account to be refunded the full amount that was taken out on August 21. After that I'll know not to do business with this outfit.

Business

Response:

The customer was refunded $36.97 on September 12

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.

Review: I place an online order on 8/8/13 as of 9/8/13 I still have no order. I was told 3 different delivery dates with no tracking number. I was told by a customer service rep that she ([redacted]) sent my request for a refund and still no refund. I've called 3 different times to the customer service and had to leave messages for a return phone call and still no return calls. I need and want this company to do what is advertises and deliver the goods to the people who order their products and if not return their money that they took.Desired Settlement: Delivery of my order or a refund ASAP.

Business

Response:

The jacket was shipped and the glasses were refunded

Consumer

Response:

Review: I had placed an internet order for a Motorcycle Leather Jacket and Protection Pannel Inserts through House of Harley-Davidson. The invoice number for the order was [redacted] and the total cost charged to my credit card was $ 313.93. They sent a package that showed the correct invoice number on the shipping label; however, inside the package was two- (2) plastic cups. These plastic cups were clearly intended for another customer as ther was a different invoice inside the package ([redacted]). House of Harley-Davidson with not respond to e-mails or telephone calls to correct their error.Desired Settlement: My preference is to return the two- (2) plastic cups that were mistakenly sent to me with pre=paid shipping from House of Harley-Davidson and receive the proper merchandise that I had ordered; however, their nonresponsiveness in this matter is disconcerting.

Consumer

Response:

Please be advised that the dispute that I had filed (ref. [redacted]) has beed settled with House of Harley-Davidson. They apparently experienced significant difficulty with their internet system that resulted in a lengthy resolution to the order I had placed. Please consider further action unnecessary. Thanx.

Review: I purchased a 2009 Harley Springer form House of Harley Davidson on or about 09-01-2014The House of Harley-Davidson Dealership6221 West Layton Avenue Milwaukee, WI 53220Phone: ###-###-#### Fax: ###-###-####Toll Free: ###-###-####Email: [email protected] I received the bike two weeks later, but havent received my copies of the paper work, my payment book or a temporary plate for the bike, I was told by [redacted] (Sales Manager) that the paperwork and tag would be here on 09-16-2014, it didnt arrive I told [redacted] (Salesman) about it and talked to [redacted] again, I was told the paperwork and tag would positively be here by 09-23-2014. Once again, nothing, I have my first payment coming up and dont know where to send it or my account # or bank that financed it. I dont want to be late on any payments, and I cant even ride the bike without a temporary plate. I am not getting anywhere with anyone at this dealership, can you please help me.Management:[redacted] - President - ###-###-####[redacted] - General Manager - ###-###-####Finance:[redacted] - ###-###-####[redacted] - ###-###-#### [redacted]Sales Professional###-###-####Desired Settlement: I want my copy of the paper work of the contract, my payment booklet, my new registered Texas Plate, and my found late of my first payment, due to not having any information on where to send it and the account number overnighted to me immediately or be fined for every day of me not having it.

Business

Response:

In response to Mr. [redacted] complaint, we have overnighted the paperwork to him at a Extended Stay Hotel in California, his residence address is in the state of Texas. The financing was arranged with Harley Davidson Financial Services, and the Texas address is his address of record for anything related to the financing or payment issues. The House of Harley cannot request a change of address for Mr. [redacted], this is something that he needs to due personally due to privacy laws. We have provided him with the contact information for HDFS, along with contact phone numbers.In reference to a "Temporary Tag", or License plate, the State of Wisconsin will only issue a temporary plate to vehicles that are titled in the state and taxes are paid in Wisconsin. Any Temp Tag would have to be issued by the titling state, in this case, that would be Texas. The motorcycle has a "License applied for" on it when shipped. The House of Harley being in Wisconsin, cannot issue a Temp Tag for the state of Texas.We have emailed Mr. [redacted] and left voice mail messages for him in reference to the above. Mr. [redacted] travels for his employment, and all correspondence from HDFS will be addressed to his Texas address.We are very sorry for the delay in sending his paperwork, but it has been sent to him overnight.Thank you,Respectfully[redacted]General ManagerHouse of Harley-Davidson

Consumer

Response:

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,

I received some of my paperwork. No title though, and no Texas plate for it either. I feel I should get some compensation, do to having the motorcycle for a month and couldn't ride it. This will settle the matter, if I get my paper work, title and Texas plate. H-D Owner's Manual For '09 FXSTSSE3 Models-99397-09Part Number 99397-09 $20.00H-D Service Manual For '09 FXSTSSE3 Models-99494-09Part Number 99494-09 $40.00(2) shirts XL Harley Davidson

Business

Response:

In response to this matter, we at the House of Harley have done everything for this cus[redacted]er that we possibly can, including sending items to him that he requested for his "inconveinance" as a token of cus[redacted]er satisfaction. He has recieved additional gift items from us. As stated in previous replies to these allegations, we cannot be responsible for the cus[redacted]er titling his purchase in Texas and then moving to California and expecting us to take care of his addreess forwarding and contacting his lender to advise them that he has moved. It would be his responsibility to inform his lender of a new address and to make sure that he mailed his payment to his lender for his obligation in time, if he aquired a late charge on his obligation, it is because he moved and did not inform his lender in a timely manner. Why would we be held responsible to notify his lender of his relocation and to ammend his information on his account?

I ordered merchandise from the online website over a month ago 8/5/13 to be exact and have not received my entire order. Two items were back ordered and I was told in an email on 8/6/13 they would be shipped in 3-5 business days. I have contacted the seller and emailed and have not received any answers. I just want my stuff or money refunded. I have never had such a problem ordering online in my life.

Review: My husband, [redacted] placed an order on the house of Harley Davidson website on August, 31st. He paid for his order with his MC through their website and the funds were cleared through the bank immediately. He purchased the Harley-Davidson Men's H-D®MC 59Fifty® Flat Brim Cap. 97885-12VM for $33.95 and paid $7.55 in shipping costs. The total for his order (order #[redacted]) was $41.50. The order has not been received and it has been over a month now (its oct 2nd). We have made several attempts to contact the business through both email and phone in regards to the status of his order. We are always transferred to a message system with no return call and we have never received any emails in reply to our correspondence. The company has been paid and has not provided our product as promised. The only email we ever received from them was thanking us for our order.Desired Settlement: We would like our money refunded immediately. If the item was found to be out of stock their should have been some communication but not receiving anything over a month after placing our order we want our money back.

Business

Response:

The customer’s item was on backorder and we apologize for the delay in the refund. $41.50 was refunded to the customer on October 7th and should show up on the customer’s statement in 3-4 business days.

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.

Review: I put $1000.00 down on a purchase of a motorcycle which I decided not to go thru with for reasons out of my control due to their business practices!After a few phone calls I have yet to see my deposit refunded!Desired Settlement: Refund of my deposit and my complaint kept on file with Revdex.com !

Business

Response:

We met the customer and he informed us he had a deposit at another dealership, and was shopping. We gave him a better deal on a similar motorcycle, at which point he signed a contract agreeing to the deal. He then placed a deposit on the incoming unit. thereafter, the customer told his salesperson he was continuing to shop after agreeing to the deal, signing the purchase agreement, and leaving a deposit. The customer then notified his salesperson that he was in fact cancelling the deal with us, for a third dealership. We immediately agreed to the cancellation without condition. The salesperson was informed that we need the credit card number and security code. We received the security code and card number on 12/5. The finance manager in charge was out of the office on the 5th, and our General Manager who needed to sign our internal authorization was out 12/8 through 12/16. The card was refunded as agreed, without condition on 12/17.

Review: On 8/15/13, I placed an order on their website. Order #[redacted]. I received an order confirmation email that same day. Never received my order. Called the customer service # given in the email, ###-###-####, and got a message that the mailbox was full and I couldn't leave a message. No actual person ever answered the phone. Called the actual store and they transferred me to someone and I left them a message. Never heard back. On 9/23, I called the store's 800# and spoke to someone who said they would have my money returned. He took my name, order #, last 4 digits of my credit card, etc. Said I'd receive an email confirming the return. Never received that either. Was a little concerned with giving this person that information because he said he couldn't find that order #. Today I tried to call the 888 # again today and get a message that they aren't accepting phone calls. My credit card did get charged for this purchase.Desired Settlement: I want my credit card credited ASAP!!

Business

Response:

House of Harley refunded the customer $29.83 via PayPal. This should show up on the customer’s account within 3-4 business days.

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.

Review: After negotiating a sale price for a used motorcycle the sales manager, [redacted], added a $249 surcharge to our agreed upon price. The surcharge was above and beyond the customary tax , license and registration fees that accompany a vehicle purchase.Desired Settlement: Mr. [redacted] bargained in bad faith by intentionally negotiating a lower price knowing he would make up the amount with the hidden surcharge. I feel Mr. [redacted] should honor our original negotiated price of $6000.

Business

Response:

In reference to complaint # [redacted], we would like to replay.Mr. [redacted] came into our dealership and looked at a 2014 pre-owned Harley Davidson XL1200 N that had a price tag on it of $8995.00, sale priced at $8075.00.Mr. [redacted] offered to buy the motorcycle for $6000.00 including dealer service fees of $249.50, his offer was not accepted, as it was not at all realistic that a bike would be discounted an additional $2075.00 from the already sale price.All of our transactions are subject to an approved state dealer service fee of $249.50 by WATDA, this fee is not a hidden surcharge, it is disclosed in all of our negotiations.Upon the unreasonable offer of $6000.00 including dealer service fee, Mr. [redacted] left the dealership, no deal was consummated. Our dealer service fee is in accordance with Wisconsin Auto Truck Dealers Association.Thank you,[redacted]

Consumer

Response:

Review: I placed an order with this business on September 3, 2013. My credit card was immediately charged for $432.06. I have yet to receive any acknowelgement of the order. I have not received the merchandise (leather vest and chaps). My repeated attempts to contact this business have been ignored. I have left voicemail messages and attempted to email both customer service via the site itself as well as the email provided.Desired Settlement: Either deliver the merchandise or refund my money.

Consumer

Response:

On Thu, Oct 17, 2013 at 2:31 PM, [redacted] wrote:

I have heard from the company. They have resolved the issue to my satisfaction. Thank you for your attention

Business

Response:

Regarding complaint [redacted], the House of Harley shipped the chaps via FedEx on 10/3, and they were delivered on 10/8. Tracking #[redacted]. The vest was shipped via USPS on 10/8 and delivered on 10/11. Tracking #[redacted].

Thank you!