Motorcycle Manufacturers
Harley-Davidson Motor Company, Inc.Complaints
Customer Complaints Summary
- 96 total complaints in the last 3 years.
- 33 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:07/28/2023
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Return Summary Date Submitted: June 27, 2023 Order Number: ********** Total Items Being Returned: 1 Estimated Credit Due: $154.74 Harley-Davidson Your return has been received Hi *******,We received your return so your refund will be issued to your original method of payment soon. Its been a month and I have still yet to receive my refund. *** called and was told that they dont know why my order wasnt refunded but the person I spoke to said shed push it through and that Id be receiving the refund in 5 business days. Its now been 7 business days and I havent received my fund. I called again and was on hold for 32min before being hung up on. I called back and was on hold for another 37 mins before being put through to someone. I gave the lady I spoke to the reference number *******, I was placed on hold again and then told that ******** would be contacting me later on today with regards to whats going on. When I asked the person I spoke to why couldnt she, she said she didnt have access. I told her well then when would I be expecting the call back because I work, I cant just be glued to my phone waiting on a call that probably wont even come in because Harley Davidson never keeps their word. She said she couldnt give me a time but that shed be in contact with me for sure, today. Which is something Ive heard before from this company. This is beyond ridiculous, Harley Davidson takes their money right then and there but I have to wait and fight to try to get my money back for over a month. My advice to anyone who may see this, if you are thinking of buying a motorcycle from ******* any parts from ******* anything at all from ******* DONT. They want top of the line money for all their products and yet they treat their customers like trash. Whether its Harley Davidsons main branch or your local stealership.Business Response
Date: 08/06/2023
Thank you for your inquiry.
According to our records, your refund in the amount of $154.74 was issued as a credit to your credit card account on 7/28/23.
Thank you for allowing us to clarify this matter.
Customer Answer
Date: 08/07/2023
[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.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not fully l satisfactory. I did receive the refund on 7/31/23, not 7/28/23 as they stated but the fact of the matter remains that I should have received the refund over a month prior. So the distaste is still in my mouth from this whole experience with Harley Davidson. And they still havent even issued an apology to me for all this
Regards,
*************************Initial Complaint
Date:07/17/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hello *** or Madame. I ordered a very expensive item from Harley Davidson close to $600 and was promised a promotional card of $40. After many attempts emails phone calls Ive been brushed aside with no compensation. I have spoken to Cherish Who works for Harley Davidson and have gotten the runaround. ******* said she would email me and she also said she would email me . And nothing. On another attempt a phone call remarkably she answered and apologized and said I would have a new promo code the next day. Please help. I have emails but cannot upload at this timeMy ticket number is **********.???? Thank youBusiness Response
Date: 07/21/2023
Thank you for your inquiry.
While there was an issue with the original promo code that you were provided, we did initiate the process to get you a replacement promo code for the $40 gift card. When generating the replacement promo code, there was a slight delay on our end that we apologize for. According to our records, our **************** team got the new promo code and were able to redeem it for your $40 gift card and a PDF of the gift card was emailed to you on 7/17/23.
We apologize for the delay and thank you for allowing us to clarify this matter.
Initial Complaint
Date:07/13/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased a brand new 2020 Harley Davidson Street Glide Special from Superstition Harley Davidson in *************** ** on Jan 16, 2021 for the amount of $ *********. Brought into service on Feb 8, 2021 for alignment issues.The motorcycle suffers from a steering defect causing an unsafe condition and is inconsistent with expectation of quality for the Harley Davidson brand. Images taken from video showing that the handle bars and fairing are off by 10 degrees.(Should be zero degrees - level with the horizon)Images indicating damage caused by the fairing tweaked hard to the left pinching the wiring harness and nicking the hydraulic cables. I believe this was adjusted at the factory or at the dealer during pre-delivery. I believe this was done to to conceal the fact that the front end is extremely crooked to the right and making the fairing appear somewhat more level to the horizon.******************* - "Completed necessary adjustments to alleviate condition - After completing adjustments fairing appears even (Not contacting fuel tank) - Hbars appear even (Not contacting inner fairing) - No other alignment issues found - Fairing, Hbar, Fork alignment is a fair representation of this product.The "adjustments" ************************* made only exacerbated the alignment issue.The whole front end now leans 10 degrees to the right. Should be zero degrees.Should be even with the horizon."03/30/2021 ************ (Harley ********************** Company Rep) came in and inspected bike & test rode. - No adjustments available to change what customer is seeing / bike tracks down the road straight. Used other 2020 & 2021 customer bikes as point of reference - All bikes checked present in the same or similar or opposite manner. **** offered back to customer with no further repairs performed or suggested @ this time."AAA arbitration award providing Full refund for the return of the motorcycle was recently vacated due to, "Lack of Notice"Business Response
Date: 07/21/2023
Thank you for your inquiry. As this is a legal matter involving ongoing litigation, we are unable to provide further information at this time.Initial Complaint
Date:07/10/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased the Harley Davidson naviextras map updates for my 2017 road glide. I did the tutorial video, in person support and even called a Harley ********** and scheduled an appointment to bring it in because I could not get the naviextra map updates to work for me. The ********** told me to get a refund for the item because " they said it was ******'s worst idea they ever had." I called and asked about a refund because I was unable to make it work. I was told it is non-refundable.Business Response
Date: 07/10/2023
Thank you for your inquiry.
According to our information and your interaction with our **************** team, it sounds like there may be an issue with the setup on your USB drive that is preventing you from the initiating the update process and creating a fingerprint file. Prior to any discussion regarding a potential refund, we would need to be able to get the requested information from you regarding your USB drive, map update invoice, and ********** account email and allow us to verify the concern and see if there is a problem with the update itself.
If you are not comfortable working through those steps with us, please let us know your preferred dealership and we can work with them to troubleshoot your map update.
Thank you for allowing us to clarify our position.Customer Answer
Date: 07/11/2023
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. For your reference, details of the offer I reviewed appearLog in information is: user name ************** password is Bikeupdate01
If you are paying for the dealership to install the updates I would prefer either *************** or **************** in ***********
Regards,
*****************************Business Response
Date: 07/18/2023
Thank you for your inquiry.
Our customer service team has reached out to you in order to assist with the installation of the map updates and in addition we have offered a dealer credit for the cost of the map as well as your inconvenience with the concern.
As you have declined those offers to assist with your purchase from the 3rd party map supplier and have filed a dispute with your credit card company, we are unable to assist you further in this matter.
Thank you for allowing us to further clarify our position on this matter.Initial Complaint
Date:06/29/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Bought Pan America Special Tuesday June 27,2023 - drove 30km total and noticed front end was out of alignment which was a distraction - brought in on Wed June 28 , they did a rear tire alignment - that caused an issue with other parts not lining up - called again on Thursday June 28 still no answers and they have everything on a hold pattern - I am a retired GM employee who saved up for a long while to get an adventure bike - everyone told me to get a *** but I wanted to support North America , now I feel the bike is tainted for me and I just want it exchanged or want out, the dealer doesnt like that idea..- I dont think there is an excuse that can be given that warrants a bike that costs over 30k to not be in pristine condition. I can buy a car that has FAR more parts and be able to use and drive it.. this bike is in the shop 2 days so far and most likely a few more at that.. inspires little confidence in it,,Business Response
Date: 07/09/2023
Thank you for your inquiry.
Per your motorcycles Limited Warranty Policy, Harley-Davidson will repair any concern found to be the result of a manufacturers defect under that warranty policy.
According to our team in ****** who has been in contact with your dealership, they have found the cause of your concern and been able to successfully repair your Pan America.
Thank you for allowing us to further clarify our position on this matter.Initial Complaint
Date:06/27/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased a pair of riding shoes 5/25/2023 they arrived and were 2 sizes too big and they were used with scuffs on the tops and obvious signs of wear on the bottom. I called 57 times and spent over 60 hours on hold with NOT ONE PERSON answering the phone in a 3 week time span. I have emailed to be told to call the 800 number. No one answers the refund/exchange line, I tried sales and was told they had to transfer me and couldn't help, I tried corporate who also has no one answering the phones. I sent the shoes back via ***** at my expense hoping someone would call and ask what was going on. Nope they have the shoes and my money and refuse to contact me back. I have tried all their social media outlets with no assistance there either. All I wanted was an exchange out for the right size and now I don't have any shoes or the $180 plus the shipping which I wasn't even asking for but now I am as that was $58.76. I can not believe they do not have anyone to answer their phone lines and will not help via email. I even asked that they just call me back but that never happened either.Ideal Resolution: Unused shoes in the right size... That's how easy it is. They already have the used shoes back just sent me the right shoes! I was not even asking for anything else but at this point I would think a refund for the shipping to return the shoes at my cost would be a great goodwill gesture. Am I asking for too much? Do you just give $1`80 to strangers and let them keep it without providing you with the product? I am not that wealthy...Business Response
Date: 07/05/2023
Thank you for your inquiry.
Our customer service team has contacted you regarding this concern and looking to confirm the tracking information on the return. Once that is confirmed and received, we will work to provide the requested refund.
Thank you for allowing us to clarify our position on this matter.
Initial Complaint
Date:06/21/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a 2022 FXLRS soft tail from private seller with **** miles I have had a lot of HD motorcycles but this low rider S has cost me a tip over as the rear brake as hard as i pushed would not stop the bike I put forward controls on it and my local dealership said the rear brake pedal could not be adjusted upward and at every stop it does not stop the bike and i have to grab the front brake, for me this FXLRS is a accident waiting to happen again.Business Response
Date: 06/22/2023
Thank you for your inquiry.
Can you please provide us the *** of your 2022 FXLRS and the Harley-Davidson dealership that you have been working with regarding this concern?
This information will help us further review your concern.
Thank you.
Initial Complaint
Date:06/14/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a brand new Fast ****** street glide a few weeks ago. Immediately after arriving home with my 47k cash purchase I noticed the custom paint stripes were not straight. The right side saddle bag, left and right side tank stripes are not horizontal or parallel to the ground. The right saddle bag stripe droops downwards in the rear and both tank stripes drift upward in the rear. I contacted the purchasing dealer ******** and they completely disregarded my concerns. American Eagle ****** assisted and sent the manufacturer pictures. HD corporate also thinks a customer who spent more than some make in a year on their product isnt worth their time. Even though a helpful dealer contacted them I called customer service and they didnt resolve the issue. Im a disabled veteran and it took a Looong time to save money for this purchase. All I want is for ****** to correct these defects. Send a new properly striped tank and right saddlebag to American Eagle ****** for them to replace the defective ones on my motorcycle.Business Response
Date: 06/20/2023
Thank you for your inquiry.
We are currently reviewing your cosmetic concerns on your 2023 FLHXST and Fast ******* paint set with American Eagle Harley-Davidson and have confirmed your concerns with the right-side saddlebag decals. We have requested additional photos from your dealer for us to review regarding the tank concerns and allow us to make and informed review of the concern regarding tank replacement.
Please continue to work with your dealer at this time.
Thank you for allowing us to clarify our position on this matter.Initial Complaint
Date:06/09/2023
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a jacket where the description failed to describe that this item was oversized.I purchased this item for my husband who just returned overseas after being away at work for 4 months. I was not asking for a return, only an exchange as this item's Description was not advertised properly by Harley Davidson.I contacted customer service and the person that answered ***** was disrespectful and disgusting. I asked for a Manager and she refused to escalate my call instead she said to proceed with my BBB report. my Case#*******.Business Response
Date: 06/12/2023
Thank you for your inquiry.
Exchanges for online purchases are limited to 45 days from the date of receipt of the product for domestic purchases per our policy. As your attempt to exchange the jacket for a different size was after those 45 days, we are unable to support your request.
Thank you for allowing us to clarify our position on this matter.
Customer Answer
Date: 06/12/2023
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. For your reference, details of the offer I reviewed appear below.
Harley Davidson is being deceitful in their product descriptions. This was a gift which is why the process took me over the 45 days however if Harley Davidson would have been forthcoming on the product details, Had I not been in this situation? I now have to keep a ****** jacket and donate it and spend another ****** and buy another one in the size smaller to replace the gift because they are deceiving their customers? What a bad reputation!
Regards,
*************************Business Response
Date: 06/12/2023
Thank you for your follow up.
Our **************** team will be reaching out to discuss with you the details of your situation and to further review for a possible return of the jacket as a one-time consideration for customer satisfaction.
Thank you for allowing ** to clarify our position on this matter.
Customer Answer
Date: 06/13/2023
[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.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
*************************Initial Complaint
Date:06/06/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought a brand new Harley Davidson Road King in 2019, My bike only has 3 thousand miles on it. The ***** Body Control Module) went out on the bike. This is a main component for the bike to function legally on the street. Harley Davidson is refusing that this is a recallable issue when I think it should be. I spent $24,000 on the bike and it shouldn't be having issues like this with only having 3 thousand miles on it. The customer service rep i talked with said he has seen it happen at **** miles to me that tells me they are purposely putting bad parts in bikes.Business Response
Date: 06/11/2023
Thank you for your inquiry.
Per your Limited Motorcycle Warranty found in your Owners Manual for your 2019 Road King
Harley-Davidson warrants for any new 2019 Harley-Davidson motorcycle that an authorized Harley-Davidson dealer will repair or replace without charge any parts found under normal use to be defective in factory materials or workmanship. Such repair or replacement of defective parts will be Harley-Davidson's sole obligation and your sole and exclusive remedy under this limited warranty.
Your 24 month and unlimited mileage Limited Motorcycle Warranty on your 2019 Road King ended in February 2021 according to our records.
As the repair in question occurred 26 months after the end of your Limited Motorcycle Warranty, any payment for the parts and labor for repair would be the responsibility of you as the owner of the motorcycle.
Thanks for allowing us to clarify our position on this matter.Customer Answer
Date: 06/12/2023
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. For your reference, details of the offer I reviewed appear below.I can understand if the part was defective because of something i did but that is not the case. One there is a safety concern with this part so i believe it should be a recallable part. This is a main component of the bike and I feel you guys should own up to your defective part.
Safety reason is that if it were to go out while i was riding and the lights didnt work i could have been rear ended.
Regards,
*****************************Business Response
Date: 06/12/2023
Thank you for the additional comments regarding your concern.
After review with your dealership, they did confirm that this repair occurred 26 months after the expiration of your Limited Motorcycle Warranty on your 2019 Road King. Additionally, there are no safety recalls either open or closed on your motorcycle.
Therefore, any repairs to the motorcycle would be the responsibility of the owner.
Thank you for allowing us to reiterate our position on this matter.Customer Answer
Date: 06/13/2023
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. For your reference, details of the offer II believe you should create a recall for this part. Or maybe you should go back on your supplier.
Regards,
*****************************
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