ComplaintsforHarley Davidson of Greenville

• Initial Complaint

  10/23/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  On June 8th 2023 I purchased a motorcycle from Harley Davidson of Greenville. I also purchased gap insurance and an in-house warranty, upon sale of the motorcycle on the 13th of October I had requested that I be refunded my money that I had paid for the gap insurance and warranty total of both being 2,200. I have made multiple attempts to contact the dealership both in person and over the phone and each time I am un able to get a written confirmation of a refund or a phone call back, for said refund.

• Initial Complaint

  12/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a 2021 Snake Venom Roadglide on/around the 5th of August of 2021, due to some misinformation (in my opinion) that was given. During a ride on the second day after the purchase of motorcycle a wheel weight came off of the front wheel and caused damage to the front fender. i informed the service writer of the issue when the bike was in for the 1st service, which was the weekend of the purchase. The bike was bought on a Wednesday and carried in for the service on following weekend. The service rep informed me that it was a warranty covered item and would let me know when it would be repaired, i suggested that the front wheel should be removed, balanced, documented and reinstalled during the service work being performed. The service was completed and paid for, but no repair done or documented to the front fender or wheel. The service writer took pictures of front fender, the missing wheel weight or where the two sided adhesive was minus the wheel weight. The service manager also observed that the weight was missing along with some others. After several other visits along with more money spent by myself, I would inquire about status of warranty and when the front fender would be repaired. Each time it was stated that they haven't resolved it YET. Once again i checked on the issue to be told that the writer failed to inform me that the warranty was not going to be honored and that he was no longer an employee, i asked for the number for cooperate which was giving to me by service manager. I contacted corporate customer service which had record of the issue and was informed that the dealership was told in detail how to handle the problem. This was not what was told to me by service manager, customer service contact dealership and informed them once again. I have a bike with mismatched levers (which have not been corrected),unbalanced wheel, damaged front fender and sour taste of service manager's mishandling, misinformation and failure of job. Dealership has pics

  Business response

  12/14/2021

  Via email, I told Mr. ***** that we would replace the incorrect lever at no charge to him. This is something that came mismatched from the factory. I also told him that we would rebalance his wheel that the wheel weight came off of as a courtesy and no charge to him. As for the fender, I have explained in detail to him, that the fender will have to be sent back to Harley-Davidson Motor Co per their request to determine if it is warrantable. I also explained to him that we DO NOT determine what is and isn't covered under warranty at the dealership level. This has to be done by the manufacturer (Harley-Davidson Motor Co) as his bike is under manufacturer's warranty at this time. Please see the attached word document with my correspondence to Mr *****. You will want to read from the bottom up to be in chronological order.

  Customer response

  12/14/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  I feel like if they are willing to resolve some of the issues then complete them all.... not a little of the issues. Once the wheel weight came off,no matter what it damaged is the responsibility of the dealership or manufacturer. Not the responsibility of the consumer due to the fact that they are not the ones who assembled the product. 
  
  Regards,
  ******** ***** **

  Business response

  12/15/2021

  I have outlined in detail what is the responsibility of the dealer to address and what the process is for the manufacturer to address. The customer even spoke to Harley-Davidson Motor Co which told him that the fender would have to be sent back to them to determine if it is warranty or not. I am not nor will not replace the fender without Harley-Davidson Motor Co agreeing to cover under warranty. If the customer does not like this, he is welcome to take his bike to another Harley-Davidson dealership where they will have to go through the exact same process to submit a warranty claim.

  Customer response

  12/16/2021

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  I have elected do business with another dealership and never will be in contact this dealership or any one that is under/affiliated with same management...... RIGHT IS RIGHT, WRONG IS WRONG
  It's amazing how some succeed in life...... This dealership doesn't have accredited reputation with the BBB, not even a member with the BBB.... SPEAKS VOLUMES.
  
  Regards,
  
  ******** ***** **

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩