Complaints

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• Initial Complaint

  Date:07/17/2023

  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.

  I purchases a Harley Davidson***** ***** Special approximately 2 months ago. Once iu purchased the motorcycle the sales manager loaded the bike into the trailer I brought so I could transport it home. The sales manager at the time, I believe his name was **** was nice enough to load the bike on the trailer and strap it down with ratchet straps. Once I arrived home I notice the handlebars were bent in the downward position where he placed the ratchet straps to secure the motorcycle. I called Patriot Harley Davidson to have them not only look at the damage but replace the battery that was also no good after just purchasing the bike. Due to the handle bars being bent down the handle bars made contact with a plastic molding on the gas tank due to having no clearance when turning the bike. Harley came and picked up the motorcycle roughly a week after letting the know the situation. They replaced the battery and adjusted the bent bars by bringing them back up in the upright position. I was told the motorcycle was ok and there was nothing bent. Once the motorcycle arrived to my house for delivery I noticed the motorcycle handle bars were put in the upright position but indeed bent by measuring them. I also noticed now when driving the bike down the street the steering is slightly off to the right. I sent the bike back once again where handlebars were replaced but the steering is still off to the right. I was sent an offer to replace the bike for additional cost form the customer service manager to which I agreed as you see from the attachment only to be told they fired that employee the same day? They will not honor what was legally sent via email and signed by the employee they say they fired? If fired how did the employee continue contact with me all day as well as send an email offer through company email signed and sealed? I still have a broken motorcycle caused by the dealer with no resolution.

  Business Response

  Date: 08/28/2023

  ---------- Forwarded message ---------
  From: ***************** <********@patriotharley.com>
  Date: Thu, Aug 24, 2023 at 5:38 PM
  Subject: ID ********
  To: [email protected] <[email protected]>

  
  
  

  Hello Dispute Resolution Team,

  
  

  I am responding to the letter I received regarding a complaint filed by ************************

  
  

  ************** purchased a bike from us and one of our employees assisted him in securing the bike to his trailer.

  
  

  The employee in question was from our corporate office and has been around bikes for a long time and it's very unlikely that he would have recommended that the customer should secure the bike via the handlebars, but we have no evidence that he didn't do that.

  
  

  The customer then claims they then left the bike tied down and secured for what I believe was 5 weeks before unstrapping it and taking it off the trailer. No bike should ever be strapped down for anywhere near that amount of time as it would put strain on multiple components including the suspension, wheels, and tires even if it were secured properly.

  
  

  The customer then states that he noticed the handlebars were bent and were now hitting his tank when he turns. This was brought to our attention more than one full month after his purchase. We, in the spirit of excellent customer service offered to replace his bars at our expense and buff the marks on his tank which were caused by the handlebars rubbing.

  
  

  We fixed all of the the issues with the bike which the customer states were caused by us while admitting he left the bike strapped down to a trailer from April 24^th when he purchased it until June 7^th when he brought it in to our service department. After we did the repairs the customer stated that the bike no longer rides straight and claims we didn't fix the problem but even after having multiple 20+ year master certified technicians inspect the bike, we were unable to find any additional issues.

  
  

  ************** has already had an attorney reach out to us and our attorney has all of this information and will be responding.

  
  

  I can send a copy of the purchase order and a copy of the repair order showing dates. Additionally in the letter from his attorney he states the same timeline which as a fact by itself shows he is responsible for the damage to his bike which we have already paid to repair.

  
  

  Now he is demanding we purchase back his used bike and sell him a new bike for less money. We have done everythig in our power to try and make ************** happy and at this point must leave it up to the attorneys to resolve.

  
  

  Thanks, 

  _________________________________________________________
  *****************
  General Manager 
  

  Patriot Harley Davidson
  *********************************************************

  Customer Answer

  Date: 08/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  That statement is indeed false from patriot Harley Davidson!  I unloaded the bike immediately from taking delivery from their establishment after manager in said response has 20+ years with motorcycles strapped down the bike from the handlebars to begin with.  The bike immediately went home then was unloaded off the trailer and immediately put in the garage.  It did however sit in the garage for 3 weeks not driven.  You can compare that to delivery miles and the miles the bike has upon pick up from Patriot Harley Davidson.  I have multiple witnesses including a neighbor that was outside watching me unload the bike date of purchase.  I bike strapped down improperly would indeed cause damage the longer it is strapped down.  I do agree with that statement!  
  

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