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:02/28/2023

  Type:Sales and Advertising 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.

  Complaint: 19497575
  
  I am rejecting this response because:

  I did not agree with most anything that the dealership said in their reply and they are lying. 

  
  For example they took my deposit on Wednesday Feb 23 and refunded it on Feb 25th late afternoon, after I told them that i would be there on Tuesday Feb 28 to sign all the documents and that we definitely had a deal. I call the salesperson Col on Friday 2/25 morning and reconfirmed that we had a deal and would be there on the 28th. The sales manager, **** received a call from my transportation company (EZ2DO Rocks, LLC) to set up pick up for after I signed the documents in person on 2/28. **** even gave the driver (***** at ************) his personal cell phone # for better communication on Friday morning.  **** then calls me Friday late afternoon with ***** to tell me that the Motorcycle has been sold after we have a full agreement with final numbers and even finance. 
  
  There was never any mention from them about possible fraud or anything. From day one they had my credit application and approval plus my ID's and proof of who I was. ***** even gave me her personal cell number to contact her on. I always told them that I was buying the motorcycle from them. the only thing we were negotiating were additional parts which would not affect the sale of the motorcycle.
  
  I have phone records and text to prove everything. I asked ***** on the phone several times to put everything in an email, but she always refused and only wanted to do things over the phone and now I know why.
  
  Thanks,
  ***************************
  ************ cell
  

  
  

  
  
  Regards,
  
  ***************************

  at i was not canceling the order and they stated that they were not going to sell me the motorcycle. I feel that this was maliciously done and a violation or our contract.

  Business Response

  Date: 03/15/2023

  Attached you will find a full explantion of the events that occurred between Legacy Harley-Davidson and *************************** as well as supporting documents.  

  THURSDAY, FEB 16 2023
  Legacy Harley-Davidson is a H-D dealership located in ****** *****.     We find it rather difficult when dealing with bike sales that are outside of *****.  There is difficulty sometimes with the titling of the asset, as well as the higher concern of fraud.  For that reason, we rarely do sales outside of *****, and try to appease our local customers instead.   On Feb 16th in the early afternoon our sales department received a call from Mr. **************************** from ********** *******, who was inquiring about the 2023 120th ANNIVERSARY Edition Fat Boy that we had on our showroom floor.  At the time of the call our finance manager,*********************** was out to lunch and **** was told that she would need to investigate the titling procedure in Broward County, ******* and see if we could make an exception for this out of state sale.   At approximately 4pm, ***** returned *************************** phone call and told him that she was waiting on a callback to  confirm the procedure in *********** but that it looked promising as we had done one other deal in that county before.   In the meantime, ***** sent an application link for financing thru ************************* Services at ********************** request.  ********************** applied online for a loan, in which he was approved.   ***** also sent **** a Quote for the bike and fees to review, at his request.  (normal procedure for producing a quote for a motorcycle is using a template for an unsigned Bill of Sale, and this is the same for other H-D dealerships as well.   **** was told to send ***** a copy of his drivers license, in which he did.  When going over the details of the approval, **** stated several times to ***** that he wanted to put no money down, and wanted the longest term with the highest interest rate as he wanted to add as much parts and accessories as he could to the *** ****** of the loan.   This always raises a concern for fraud, however we proceeded to entertain the sale as there had been no reason to suspect fraud up until this point.  ********************** had told both ****, the salesman and *****, the finance manager that he was planning to fly to ******* ** on Saturday Feb 18th to sign contracts and retrieve bike.  **** was advised that he would need to leave $1000 deposit to hold bike,and that he was solely responsible for hiring his own transportation of the motorcycle.   **** advised the sales rep and F&I manager that he was still undecided as to which dealership he was most interested in purchasing from, as he had left multiple deposits on various 2023 Fatboys over the country.  He stated he would let us know his final decision the next day.  **** was advised we could only hold bike until noon the following day in order to give him enough time to decide. 
  
  FRIDAY, FEB 17TH 2023
  On Friday, Feb 17th, *********************** received a text from **** at approx. 11:45am, stating that I think we are off on the numbers by $700 and to have Col correct this.   At this point our Sales Manager, ******************* reached out to **** to go over the breakdown of cost, explaining to **** that the $700 he was questioning was in fact a valid charge, and it was not a double freight fee, but rather a surcharge that ***************************** charges to the dealer.   At this time **** still hadnt left a deposit.  He also advised us that he was wanting to add parts to the bike deal and once he did that would want to go over final numbers before committing himself to the purchase, and making a deposit. 
  
  Later that afternoon on Feb 17th,**** proceeded to reach back out to **** stating that he would really have to think about this extra $595 plus the tax  and still at this point had not left a deposit on the motorcycle.    He had also at this time said that he would be flying in on Tuesday Feb 21st now to contract if he decided to purchase from us instead of the other dealerships he was entertaining.   **** told both the sales, and the sales manager that he had a deposit already at the *************** in ********** **.   **** was advised that we needed this sale to count for the month of Feb so we could only hold the bike until the following day, Saturday Feb 18th.12 noon, per our owners request. 
  
  SATURDAY, FEB 18TH 2023
  ****, the sales **** and Mr. *************************** exchanged a few texts thru out the day regarding the parts **** wanted to add.  **** also stated that he would no longer be planning to come contract on Feb 21st as he wanted to go over final numbers first, but said that he would call us Tuesday to confirm a flight arrangement for the following Thursday Feb 23rd.  **** was advised that without a deposit we can no longer hold the motorcycle.    That same day, on Saturday Feb 18th, a local customer of ours,*************** came into the dealership and was interested in the 2023 Anniversary FatBoy.  ** was told that the bike was pending a sale, but that he could follow up with us the following week to see as if it was sold or not. 
  
  
  TUESDAY, FEB 21ST, 2023
  Finance Manager, ***** receives a text from **** which contained a PDF copy of the Quote that ********** ** had sent to him with a message that read:  This is the exact deal I need you to go ahead and match for me, with no tax as ** Is allowing me to have the *** and title the bike myself .  ***** advised **** that we are responsible as the dealer to ensure a complete title for the lienholder and so we would not be able to do the same tax free deal, nor match the price with the ** dealer. 
  
  
  
  
  Wednesday, FEB 22nd  2023
  On the morning of Wednesday, Feb 22nd at approximately 8:33am, Mr. *************************** ran a Mastercard via phone with our sales **** **** for $1000 to hold bike.   At this point, he was still undecided on Parts he was wanting to ad, as the Parts ****** totaled more than what the Bank was allowing for *** **** ****** and Mr. **** would be needing to pay the difference, which he again reiterated to us that he did not want to leave a down payment towards loan, besides the deposit he had already left us.   Thru-out the course of the day, **** and **** worked on parts list until the *** was no longer an issue, removing several of the main components he had originally wanted to add.   **** stated that he wanted this bike to be ready to leave the dealership that Friday, Feb 24th which would not give us enough time to contract before adding parts.  At this point the Finance Manager started to question the deal intent as we hadnt had enough commitment from the buyer because he had deposits with other dealerships as well.  What we cannot do is add parts to a bike that isnt paid for or contracted yet.  The reason for that is if the bike deal were to fall thru, those parts cannot be returned.  We explained this process to **** many times and he still insisted That his driver would be in contact.  In the late afternoon of Wednesday, Feb 22nd sales Manager, **** received a call from a delivery driver stating that he would be arriving to our dealership within ***** hours to pick up the 2023 Anniversary Fatboy for Mr. ********************************** **** advised the driver that we had not contracted the loan, or confirmed purchase of the motorcycle and there fore we would not be able to let the asset leave the dealership.  We tried to contact **** multiple times that afternoon with no answer and no call back. 
  
  
  
  THURSDAY FEB 23RD, 2023
  **** calls the dealership in the early afternoon to advise us that he got called out to work and would be unable to fly into Midland until Tuesday, Feb 28th.  We advised him that his delivery driver would be unable to retrieve the bike until all contracting had been completed and the loan had funded.  At this point our local customer *************** had called following up to see if the FAT BOY had in fact been sold.  He still wanted to purchase the bike.   The sales manager, ****, and the Finance Manager, ***** spoke with the dealership owner, *********************** about the situation with the rescheduling multiple times and the issues we were having with the discrepancy in price, etc..  Mr.  ****** advised his sales team that we need to sell the bike for the month so if it wasnt a completed sale by Friday, Feb 23rd  noon, that we should refund deposit and proceed with sale with local customer.   Finance Manager, ***** reached out to *************************** to let him know he had until noon the next day to proceed with sale,or deposit would be refunded. 
  
  
  Friday Feb 24th, 2023
  *************************** Deposit of $1000 was refunded at 4:26pm for the following reasons:
  The deal being too difficult of a deal to get lined out as far as financing or title responsibilities.
  We still had no exact day of contracting confirmed, no flight arrangements to come to the dealership, and no confirmation that the customer was accepting our prices and moving forward with our dealership instead of one of the others he had anotherdeposit with.
  AT this point we had exhausted all we could to appease him in financing, charges and fees, parts, etc..Customer at this point was still asking if we could throw in a jacket, or helmet, etc.., all of which we were unable to do.
  
  CUSTOMER WAS REFUNDED HIS ENTIRE DEPOSIT OF $1000 AND WAS NOT CHARGED FOR ANY TIME THAT WAS TAKEN FROM THE ***** **** ***** MANAGER, FINANCE MANAGER, PARTS ASSOCIATES OR OWNER OF THE DEALERSHIP.  WE ARE ASKING THAT THE BBB COMPLAINT BE REMOVED AS WE RETAIN THE RIGHT TO REFUSE SALE TO ANYONE, AT THE DISCRETION OF OUR OWNER, ***********************
  

   

   

  Business Response

  Date: 03/30/2023

  Response (#2) to Complaint
  #********
  
  Below Ive addressed each point that ********************** mentioned on his rejected response and if evidence is provided,it will follow with a corresponding number that matches which point it refers to
  
  ********************** states they took my deposit on Wednesday Feb 23 and refunded it on Feb 25th late afternoon, after I told them that i would be there on Tuesday Feb 28 to sign all the documents and that we definitely had a deal
  Dealership Clarification:
  ********************* initiated this deal on Feb 16th (not Feb 23rd).He originally said he was coming to purchase the motorcycle on Saturday, Feb 18th.   He missed the Feb 18th appointment, and was telling us he was still thinking about the price and was not sure of the purchase.  He told us he would now be in on Feb 22nd (also missed).  He was told that we would need $1000 deposit to hold the bike any longer.   On Feb 22rd (not the 23rd as he stated) the deposit was taken and ********************** was told that he had until Feb 24th, 5pm to contract the deal or we would be refunding per our owners request.   YET, HE still MISSED the 24th appointment to contract.
  ********************* had been given ample ****** of time to finalize the deal and sign the lender documents, but he kept rescheduling, NOT Legacy Harley-Davidson. 
  
  ********************** states The sales manager, **** received a call from my transportation company (EZ2DO Rocks, LLC) to set up pick up for after I signed the documents in person on 2/28. **** even gave the driver (***** at ************) his personal cell phone # for better communication on Friday morning.
  
  Dealership Clarification:
  Our sales manager, **** received a call from ***** (EZ2DO Rocks, LLC) on Wednesday,Feb 22nd to inform us that he would be at Legacy Harley-Davidson within ***** hours to retrieve the bike for **********************, in which **** told him that we cannot release the bike until ********************** has contracted and signed all appropriate loan documents . ***** (the delivery driver) expressed some frustration in his response stating **** had told him the motorcycle was paid for and ready to be picked up.   
  
  ********************** states There was never any mention from them about possible fraud or anything. From day one they had my credit application and ******** plus my ID's and proof of who I was
  Dealership Clarification:
  We would not normally discuss with any customer the suspicion of fraud.  Our sales reps are trained to entertain all motorcycle inquiries, without judgment.  It is our Finance Managers job to make sure fraud suspicions are not an issue.  With the corner of the Drivers License clipped it was a concern, as it should be to any company wanting to comply.
  
  
  ********************** states ***** even gave me her personal cell number to contact her on. I always told them that I was buying the motorcycle from them.
  Dealership Clarification:
  Our finance manager, ***** does NOT give her personal cell number to customers to contact.  ********************** only received this number because ***** had sent him the link to do an online application for ************** to obtain an ********.  ***** has a direct line to her office which **** was given by ******  Furthermore, **** and ***** were both informed MULTIPLE times by ********************** that he was holding two other deposits on Anniversary Fatboys at 2 other dealerships.  It was never fully clear that ********************** would be purchasing the motorcycle from us and not another dealership.  In fact, even as late as the 21ST he was still asking us to match a price with another dealership, by removing taxes and registration fees, which we cannot do. 
  
  ********************** states the only thing we were negotiating were additional parts which would not affect the sale of the motorcycle.
  
  Dealership Clarification:
  #1.  ********************* was negotiating the fees, charges,and taxes up until the night before we refunded the deposit.
  #2.Parts ABSOLUTLEY affect the sale of ALL motorcycles, even more so in a deal like what we had with ********************** who had a maximum ****** available from Eaglemark to finance and he was initially wanting to add $4k BEYOND max ******** with $6k in parts added on.  The finance manager cannot balance loan docs or prepare financing until all conditions, including max ****** are satisfactory with the lender. 
  
  ********************** states I asked ***** on the phone several times to put everything in an email, but she always refused and only wanted to do things over the phone and now I know why.
  Dealership Clarification:
  Our Finance Manager, Laicy sent ********************** a Motorcycle Quote (which is an unsigned bill of sale) on Feb 16th.  That is the only correspondence requested in writing by ***********************  And we typically do not put numbers, interest rates, or quote payments via email, as is a common practice with most dealerships.
  
  Closing statement:
  We are sincerely sorry **********************, that you were unable to purchase the 2023 Anniversary motorcycle from our dealership.  As always, it is to the discretion of our owner, **************** to refuse sale to anyone, at any time.  We did our very best to explain the process of out of state purchases and the limited timeline we must complete that sort of transaction.  As stated, the day we processed your refund, we were willing to order another same model motorcycle from our manufacturer for you, which you declined. 
  Since this experience, we have ceased all out of state sales, per the request of our owner,*****************  There are too many variables with an out of state deal, unfortunately, and we do not want to disappoint any other potential buyers. 
  We truly do strive to provide a great customer experience for all our buyers. 
  We have confirmed that your deposit was refunded in full and are confident that you are now enjoying the 2023 Anniversary Fatboy that you were able to purchase from another *************** dealership.
  We are asking once again that this BBB complaint be closed.  Thank you.