ComplaintsforFarrow Harley-Davidson

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Late July 2023 I had a 95 HD Road King towed to Farrow East for several issues, including not starting. Many issues were resolved, including battery and starter replacement, totaling $4,492.61. I rode the bike home and was able to ride a few more times before winter. It sat in a heated garage, plugged into a battery tender all winter. A few weeks ago I attempted to start the bike, and just got a click. I called the dealership to inquire about warranty work since the starter and battery are both covered. I was advised that I'd have to pay for towing as well as labor to investigate my warranty claim. When I escalated to the General Manager I was told that not only would they refuse to tow my bike back, but that the refused to work on it... including honoring the warranty for parts replaced.

  Business response

  05/20/2024

  The consumer called in asking to have his bike towed from Fredericktown, Ohio for a no start.  We declined because of the distance and informed them they would need to make arrangements to have the bike brought to our Farrow East location in Columbus to check the battery and starter.  The Dealer does not warrant the parts, it would be under the manufacture of the parts for warranty coverage if they have failed.  Farrow has a 90 day warranty on labor. They may want to check their local dealer to see if they can check for warranty coverage on parts if that is the issue.  

  I hope this information is helpful.  thank you for allowing us the opportunity to respond.

  Customer response

  05/28/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21718170
  
  I am rejecting this response because: 1. They towed my bike last summer, at my expense, so they do tow bikes from this far away. 2. I made arrangements to pay to have it towed there on 5/16, and it was scheduled with ****. After speaking with the GM my appointment was cancelled by the GM. 3. The work was done last summer by my local dealership... Farrow HD East, so why would I take it anywhere else to have warranty work addressed that THEY performed. The dealerships are the face of the brand, just like any other auto! 4. Farrow HD East had no problems working on this bike last summer, but now all the sudden they no longer do (per the GM). Why is that?
  
  Regards,
  
  ***** ******

  Business response

  05/31/2024

  We understand the customer would like his bike serviced for a no start and we would recommend using another motorcycle service center.  We decline because of the age of the motorcycle for servicing.  We hope you can understand our position.  We appreciate you allowing us the opportunity to respond.

• Initial Complaint

  01/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a couple parts from a Harley Davidson dealer while I was delivering their motorcycles on 1/18/2023 in Cleveland Ohio area . Went to dealer here in town ADFarrow Northstar refused to take them back as I was able to fix broken part with spring I bought from my local dealer when I returned to town even though I have original receipt and they are genuine HD parts they still refused to reimburse.Bad customer service.

  Business response

  01/31/2023

  We only do returns from parts that are bought from our two stores or Harley Davidson online. Even parts purchased by the customer online from the motor company are refunded to the customer directly by the motor company so in this case we (farrow) still don't issue money back to the customer just facilitate the refund and give the part to UPS with a prepaid shipping label provided by the Motor Company. So there is no money exchange with Farrow.

   

  Customer response

  02/02/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 18940360
  
  I am rejecting this response because they have dealerships all over the US when somebody gives a gift card for a birthday or a holiday we shouldn’t have to take a Harley Davidson genuine part back.we should be able to return with receipt without double talk. You take are money no problem but if your not going to take returns like responsible big box stores your parts will sell maybe not in your desired time frame but another HD store could use parts.I’ve spent over 8,000 in parts in last year at Harley Farrow and you won’t take back parts that cost 250.00 bad business.Need to state you will not accept parts a other dealers at the beginning of sale so customer can decide then if he would like to still purchase.
  
  Regards,
  
  **** ******

• Initial Complaint

  08/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  8/09/2022 I took my partner to this location. We were told the loan calculator online was bogus, have to submit my s.s.# to know what payments will be. I was guaranteed only one inquiry would be done once by the sales person Alison B. She promised they could change bikes based on the info given to get payment ideas. When I signed the paperwork allowing them to run my info I asked again and was reassured it would be one inquiry, no other inquires. While I was test riding on 8/10/2022 credit karma notified me, First Bank of Ohio did a hard inquiry. Without my knowledge or permission even tho I had already accepted the offer by Eaglemark for a $17,000 bike at 2% apr done the night before and was waiting for the color of bike my partner liked to arrive to attach the loan to. I called them and told them they had no right and that it was done with out my permission to remove the inquiry as a mistake. I have texts between Alison and I via her work phone 8-11-2022 and a Call log made to F.B.O revoking permissions. On 8/17/2022 A week after the hard inquiry done by F.B.O. was asked to be removed, a week after I complained to Harley and Alison, it was changed to a soft Inquiry so that I can't dispute it. F.B.O. Sent me a letter that THEY DENIED my application THAT WAS APPROVED when Alison had checked on 8/11/2022. Proof in the text. The reasons gave for denial were bogus and can be proved to be. I want this company to remove their inquiry, submit something to the credit agencies' stating they did an inquiry by mistake and have it removed immediately. This bank should not still be doing anything with my information after I called them let alone 7 days later. I do intend to call the attorney general to investigate both parties if this is not resolved. Maybe they can help my partner and I understand what is so wrong with us that we don't deserve simple respect regarding our financial decisions and information. 6149179599 is the cell listed on co. card for Alison B.

  Business response

  09/20/2022

  This customer did sign a credit application to seek financing of a motorcycle.  It was the managements understanding the rate was to high so we did submit to another lender for a lower rate.  We apologize for any miscommunication and will send a letter to the credit bureau.  It will be up to the credit bureau to remove the enquiry. 

  Thank you for bringing this information to our attention and allowing us the opportunity to respond.

  Customer response

  09/21/2022

  I am rejecting this response because:  I signed a letter for them to run my credit one time, on the one day I was at their place of business the 9th they sent it multiple times and on multiple days, days  that I was not even at their location without my approval without paperwork without the proper date
  

  Business response

  09/22/2022

  There is no letter provided Farrow would run the credit one time.  We have a signed credit application from the customer asking for financial assistance with the customer signature.  Farrow does not pull credit nor are we a finance company.  Eaglemark (Harley-Davidson) and First Bank of Ohio are the only finance companies to respond.  There are no others information was sent to.  As the consumer informed us Frist Bank of Ohio must have made a change in their reporting.

  I hope this information is helpful.  Thank you 

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