Complaints

The 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:03/22/2023

  Type:Service or Repair Issues
  Status:

  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.

  My bike was stored at this Roadhouse location in Mount Vernon, IL for ‘winter storage’ around Nov 21’-April 22’. During this time I paid this shop close to $5,000 to install customized saddle backs, add LED lighting, install a new center stand, add digital gauges, add a component on my new exhaust, take my bike apart for the body shop to paint, and put my bike back together after the paint job was done. Without finishing the work needed to be done, they dropped off my bike to Road King a different body shop in St.Louis on July 1, 2022. During this time they stated that they “needed to come back and pick up the bike to finish the job, that the new center stand was never installed and they were missing parts to put my saddle backs on.” They claimed the wrong center stand was ordered and never came in. **** ****** (Store Manager) promised me they would contact me as soon as the correct center stand came in, & that they would pick my bike back up to finish everything. Multiple times, I contacted them, they never answered nor replied. They neglected to keep me updated during this whole process. They never informed me of any of these set backs that were occurring while my bike was under their supervision. I was told from multiple employees that **** ****** stated multiple times to employees there, “I just want this bike gone, I never want to see this bike again!!”. I currently have my bike at a reputable Harley Davidson shop in St. Louis. They are willing to fix all of the damages. They recently noticed that my wires to the LED lighting are cut and cannot be fixed, they have to replace all the wires. They never informed me upon dropping my bike off that they damaged the wiring to my LED lights. I’ve hired a lawyer and will be seeking full reimbursement to the damages done. Ultimately, I’m seeking reimbursement for the work that was never done and the permanent damages this shop has caused. I’ve been a valued customer who has invested over $20k here through out the years.

  This is a continuation of the first complaint that was just filed. Also,
  Roadhouse was supposed to install a new air rod system. The system
  comes with a bracket for installation, but they used metal tie downs
  instead of the bracket to hold the pump system up. They tied it down
  next to the back rear tire. The current Harley Davidson shop it’s at now
  said “it’s installed completely wrong, if you ride in the rain it will
  mess up the electrical system part of the air rods.” They state they
  have to make a new bracket or I have to buy a new one. They also
  installed my rear trunk after the whole bike was repainted and it fell
  off while riding my bike. They failed to inform me that my license plate
  was the wrong size for an Illinois license plate holder, so I had to
  pay to get that removed and the fender repainted all over again. I had
  to get my trunk, saddle bags, and fenders repainted due to it being a
  customized paint. This all cost me around $2,200 after I just paid
  Roadhouse to get it painted. They striped my shifter, which still has to
  be fixed also. I am asking for them to reach out to the Harley Davidson
  Shop it’s at now in St. Louis, to accommodate what still needs to be
  fixed. The shop it’s at now is willing to work with them.

  Business Response

  Date: 04/25/2023

  We took it apart, and he took it to the painter.  He took all the parts with him and did not bring them back and we purchased the hardware ourselves, and we wrote off $1300.00 that was never paid.  

  Customer Answer

  Date: 05/15/2023

  They are not telling the truth.  They never fixed my bike.