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:02/03/2025

  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.

  I had a 5000 mile service done on my new harley davidson motorcycle. I medisntioned a catch/grab that was noticable in my clutch lever. The service ***** said it didn't seem serious. I asked to have my concern noted on service billing so warrenty would cover the problem. They agreed that was a good idea and if the problem got worse they would take care of it. Less than 5000 miles later there was a failure in the gear box that required a transmission rebuild. This is unheard of on a new harley davidson, a failure in less than ***** miles. When the failure occured my bike was past warrenty. When I mentioned our agreement if problem got worse they refused to honor their commitment. I was required to pay $ 2200. I have documents to support my position that I would prefer to send in mail. The disagreement occured July 2024. Respectfully submitted ****** ********

  Business Response

  Date: 02/21/2025

  Thank you for sharing the information from ****** ******** with me. I am familiar with the letter that he sent dated September 1, 2024. The day I received it, I asked both our Service Manager and Operations Manager to investigate the matter with Mr. ********* I have been told that our Operations Manager (**** *************) spoke with Mr. ******** the day after we received his letter. The following are the chronological order of Mr. ********* visits (as detailed in the materials he provided to you) to our dealership related to his complaint.
  1. May 25, 2022 (Repair Order *****): Motorcycle was dropped off for a 5,000-mile service, clutch inspection, and to have a key fob flashed to the motorcycle. All work was performed as requested. It is important to note that the customer said that when operating the clutch, he heard a small click and felt the handle catch. Our service technician inspected and lubricated the clutch which fixed the customers complaints. It is important to note that the clutch and the transmission are two completely different and unrelated mechanisms of the motorcycle.
  2. June 2, 2022 (Repair Order *****): The motorcycle was dropped off to have a new battery installed. This work was completed to Mr. ********* satisfaction.
  3. August 16, 2024 (Repair Order 67164):  The customer requested a *********** service on the motorcycle and asked us to diagnose a noise in the primary compartment of the motorcycle. He likely asked about a clunk when shifting gear which Harley-Davidsons are known for and which the technician reported as normal. Our service technician inspected the primary and noted on the repair order that he hear a whirling/whining noise coming from the primary case. The technician reported some wear on the inner primary race but believed the noise was likely coming from the transmission. The technician removed the transmission seal along with other transmission components and determined that the transmission was indeed making noise. Our technician recommended replacing the inner primary bearing race along with rebuilding the transmission. The customer authorized the work.
  4. August 21, 2024: Mr. ******** met with our Service Manager (*** *****) to express that he felt like we should not have charged him for the work performed on his transmission. Mr. ******** reported that he felt like since he mentioned on the May 25, 2022, repair order (*****), that there was a clicking with the clutch lever, we should have identified a transmission problem. His assertion is that, had that happened in 2022 when the motorcycle was still under warranty, the factory warranty would have covered the repairs. However, going back to his concerns in May of 2022, there was indeed a clicking and hanging of the clutch lever that was fixed by lubricating the clutch lever.
  We pride ourselves on customer satisfaction and *** ***** (Service Manager) did the best he could to take care of Mr. ********* concerns about his bill. The following items were provided to Mr. ******** at this time.
  1. Paradise discounted all labor associated with the 10,000-mile service portion of the work order ($304 savings).
  2. A discount of $223.50 (1.5 hours) was provided to Mr. ******** for the labor cost associated with the transmission rebuild.
  3. *** ***** called Harley-Davidson ************* (Reference #******* & *******) on Mr. ********* behalf to request financial assistance with the work performed. Harley-Davidson stated that because the clutch is not related to the transmission, they would not help with the repair cost. 
  4. We provided Mr. ******** with the factory phone number and reference numbers so that he could call them directly to make his case. It is my understanding that he was told the same information as us.
  We appreciate Mr. ********* business and regret that he is disappointed with his experience at our dealership. I have been informed by our Operations Manager (**** *************) that he talked with Mr. ******** after we received the letter. If he failed to follow up, as Mr. ******** mentioned in his complaint, then I am very sorry. It is my hope that we can continue to work with Mr. ******** in the future as long-term customer retention is important to us. 
  
  Sincerely,
  **** ******
  Paradise Harley-Davidson
  Royal Enfield of ********
  ***********************
  ******, OR  97223
  Life is good. Enjoy the ride!
  ************
  

  
  

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22893834ri
  
  I am rejecting this response because: The response was not entirely accurate. The clutch tand transmission are indeed related, unlike Mr. ****** stated in his response. A major failure in the transmission can indeed be felt in other areas of the motorcycle. The clutch must be used when shifting gears. Thus, they are not unrelated as Mr. ****** stated. I encourage the BBB to seek an opinion from an independent Harley mechanic to agree or disagree with my opinion. When I came in to the dealership for the 5000 mile serviceI emphasized that the catch I felt in the clutch lever was more than the usual click in Harley 6-speed transmission. I did not tell the service department that the primary was the source of the problem when I came in for the ***** mile service. I told them that a major problem has occured in the front area of the bike. At least that is what I thought. My concerns were noted on the invoice for the 5000 mile service. The notation was put on the invoice at my request so I wouldn't be charged if the problem got worse.The service *** said that was a good idea and if the concern got worse just bring the bike back in and they would take care of it without me having to pay for ***air. In my opinion the transmission was starting to fail when I did my first service.The service department chose not to take me serious when I first complained.Unfortunately my initial complaint morphed into something serious. I believe the main issue is whether the issue could have and should have been addressed at my first service.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:12/18/2022

  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.

  Paradise Harley picked up my Harley for possible leaky shock. Maintenance, stated the oil on the left shock is from the steering knuckle dripping down. I asked Paradise why is it not on both shocks? Paradise stated: o its just dripping down on one side. Also, asked them to check for a **** chain noise when coming off throttle rapidly then applying throttle. Paradise went through a whole tank of fuel riding the bike (on empty when received the bike back). Manager of shop said he would clean up the steering knuckle. That was not done. I called about a week later stating how upset I am. Manager said she would have the ** call me Tuesday. Talked to them Sunday. No call on Tuesday. Called today (18 Dec 2022) a week later. Told the manager of the day I have not received a phone call or a voice mail. Manager stated the Gm or shop manager said Paradise could pick the bike up. With no communication too me. Also, they stated: they may have had a new tech working on my bike. I told them I am done with their dealership. I dont know what is going on at your shop. However, you should fix it. I am completely disappointed with the purchase and customer service with *************************************************************************************************************. In my opinion they are a joke. They left the tank so empty I cant even get the bike to a gas station. Completely disappointed in their performance. Steer clear. 2010 Electric Glide.

  Business Response

  Date: 12/29/2022

  I have called, texted and left voicemails for this individual and have not heard back from him. I assume that he doesn't want to communicate any further with us. Our "experienced" technician replaced a bearing and race in the motor to repair the engine noise. There should not have been more than 30 miles put on the motorcycle to identify the cause of the noise. There was no need to repair what was causing the grease on the front shock. It was simply grease from the steering knuckle that dripped onto the shock. Because the motorcycle leans on its kickstand, the grease was only on the one front fork tube. I apologize that fuel was not added back after ************** rode the vehicle and also regret that our communication was not as responsive as it should have been. I am happy to discuss further with **************** if he'd like to. My contact information is on his voicemail.

• Initial Complaint

  Date:08/03/2022

  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.

  Bought motorcycle with clean unbranded title,when I went to sell for health reasons,found out it has a total loss in vin history,prior to me buying.****** dmv only shows me registering in ******.When I spoke to general manager he insulted me with offer of 1/2 the bikes value.******** said came from. Another state probably one that doesn't brand titles.I would not have purchased if this info was disclosed,which it was not.I feel like a victim of (title washing).I was under the understanding that ****** required a total loss be disclosed too buyer.I was asking for below trade in value and feel like I got ripped off,especially since I have the general manager a chance to make it right.But they chose not too.It was through another company I was trying to sell bike too that I found this outiNg place will want it after they do a vin check.I want $13,000 for bike,they tried to offer $9,500

  Business Response

  Date: 08/16/2022

  The purpose of this communication is to respond to a business complaint about our business. The complaint was submitted on 8/3/2022 and was assigned ID ********.
  **************** purchased his motorcycle from our dealership six years ago on September 10, 2017. It is our understanding that he recently attempted to trade the motorcycle in at a car dealership. It was that car dealership who told **************** that the motorcycle had a branded title. I have been informed by our management staff that we asked **************** to provide us with the information he received from the car dealership or to have a representative from that dealership contact us. The reason we have requested this information is that an ****************** Vehicle Report run on 8/9/2022 shows his motorcycle having a clean title (see attached file). Moreover, when **************** purchased his motorcycle, he used financing from *********************** To receive credit from this financial institution, a title search would have been run and funding would not have been approved if the title was branded. 
  The 2012 motorcycle is now 20 years old. **************** is asking our dealership to pay him $13,000 for the motorcycle when he paid $15,499 for it six years ago. We regret that **************** is upset with us as we prefer customers to think favorably about our business. However, we are not obligated to purchase motorcycles at prices dictated by owners. Rather, we make offers that make business sense and sellers can accept, decline, or negotiate based on our purchase offer.
  

  Sincerely,
  
  **********
  Paradise Harley-Davidson

  Customer Answer

  Date: 08/17/2022

   
  Complaint: 17663168
  
  I am rejecting this response because:
  
  vehicle is 10 years old not 20,odmv only showed record of me having bike,so obviously came from another state.Perhaps a state that doesn't brand titles,sold here a a clean title.Sincerely,
  
  *************************

  Business Response

  Date: 08/30/2022

  Apologies for mis-stating the age of the vehicle in prior response. Attached to this email are the clean ****** title report and a complete vin report for the vehicle. The report does not show any accidents, thefts, odometer issues, auction sales or anything unusual about the vehicle. I hope this helps clarify any concerns about the vehicle history.
  Regards,
  *********************
  Paradise Harley-Davidson