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Business Profile

Motorcycle Dealers

Frontier Harley-Davidson
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/07/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    We are so surprised and very disappointed with frontier Harley Davidson in Lincoln! This is the quote that says replace front and rear tire. They called us and said that the bike was ready, and it would be eight dollars less than what they originally quoted. When we arrived at frontier Harley Davidson, they only replaced the rear tire and still charged us the same amount. They made excuses, the guy at the service desk, said that he had to talk with the service manager, but they would make it right and they would come back and pick up the bike and deliver it back to us for free and fix the front tire like it was supposed to be originally, and I said please talk to the service manager before you make any more promises that aren’t going to be kept . The service manager refused to make it right. We will never do business with them again! To think that I was going to buy a trike from them is flipping insane! I’m glad I didn’t waste my time or my money. The other two pictures are what they actually did and the price dropped by $5.53. So not only did they quote us for front and rear tire replacement, and they didn’t do it. They also told us that the price would be eight dollars less than they originally quoted and it was only $5.53 less, this is very poor business. They are not honest and they do not make their mistakes right by any means! We have documents stating what we were supposed to get and what they actually fixed. They also only replaced one nut on the exhaust and it still has a tick in the motor.

    Business Response

    Date: 06/11/2024

    06-11-24

    *****

    I appreciate your time and willingness to allow us to resolve this
    matter. Your feedback is important to us so that we may continue to provide the
    experience that you deserve.   I apologize that our team didn't resolve this issue sooner.

    As we discussed earlier, we have agreed to provide a front tire with
    installation for you at no additional cost. 

    Once again, very sorry as we look forward to continuing our relationship with you. Hope
    to see you soon at the store!

    **** ********

    General Manager

    ###-###-####

    ********************

     

    Customer Answer

    Date: 06/17/2024

     

    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.




    Sincerely,



    ***** ********

  • Initial Complaint

    Date:05/10/2023

    Type:Product Issues
    Status:
    Answered
    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 motorcycle from frontier Harley in March of 2022. I have yet to receive the title or registration for it so I can get it put in my name. They keep emailing me a letter stating that to no fault of his own is he responsible for the issue. I call them over and over. I’m being told they are working on it. I never get a call back from them. Help me please. Thank you

    Business Response

    Date: 05/11/2023

    May 5, 2023

    Jesse


    It was a pleasure speaking with you the other today. I would like to
    apologize once more for your experience. As I mentioned, our main focus is our
    customer experiences, which starts with the purchase. We didn't live up to our
    end of the bargain, which is definitely not how we operate as a group. I'm really very sorry !

    That being said and as per our conversation,  Kelly ******* from our team is
    reaching out by phone and an email with the proper instructions to resolve your
    current concerns. I will follow up with you once that is complete to make sure
    we are on the correct path to resolution. We are also going to get the correct
    amount for title and registration and will forward to the DMV so you can
    register the bike once the other matter is resolved. 

    Thank you very much for your understanding and patience as you
    allow us to resolve this matter. 

    I'm here to help and at any time feel free to contact me via my mobile at ************.

    Sincerely

    Rich ********

    General Manager

    ************************

     

     

     

  • Initial Complaint

    Date:02/22/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 Gap Insurance Sept 28 2022. It was included in the financed amount. Paid off Loan including Gap October 4 2022

    We have been calling for four months. Numerous times calls are not answered or returned. Emails not answered.

    Business Response

    Date: 02/28/2023

    Bonnie

    It was a pleasure speaking with
    you. I would like to sincerely apologize one more time regarding our delay with
    your request to cancel your GAP contract.
    These actions are the very
    opposite of our culture here at Frontier, which revolves around your experience.

    Per our discussion, the check for
    the full amount of the refund of $*** has been mailed to you as of 02/27/2023.
    I will follow up with you in the next couple of days to verify that it has
    arrived. Also, as a sincere gesture of apology, I am sending you a $*** gift
    card to Frontier. 

    If there is anything further, I
    may assist you with, please contact me anytime and I will gladly assist you.

    Rich ********
    (M) ************
    ********************    

    Customer Answer

    Date: 03/02/2023



    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.

    i appreciate the General Manager stepping in a resolving the issue  




    Sincerely,



    Bonnie *****

Frontier Harley-Davidson is BBB Accredited.

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