ComplaintsforAvalanche Harley-Davidson

• Initial Complaint

  11/21/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I purchased a brand new Knightster Special and was sold the ****** maintenance plan. Although it states the plan is non refundable, the dealership failed to uphold the contract it sold me on and had me sign, yet intends on holding me to it. The contract states ****** Customers will be able to schedule regular services within 72 hours and receive regular scheduled services within 36 hours from the time of drop off. After doing more research, they are notorious for being backlogged for weeks. It was a deceptive sales tactic to sell me on a program with guaranteed timelines, knowing they wont be able to meet them. I had to schedule an oil change 3 weeks out and refrain from using my very expensive purchase because they didnt have earlier openings. I even tried calling daily to see if they had any cancellations, but even that amount of work clearly defies what was guaranteed to me in the contract. I was hit by a car that totaled my bike before I could even get service. When I went back to speak to the manager about my accident and getting refunded on all the programs I never got to use, he gladly refunded the tires program, but was not budging on the service plan. He said I signed a contract and its non refundable. When I mentioned the breach of contract, I was given a response not far from and so what?I would not have purchased the service plan had I known what the actual service time would be. The wording in the contract signed by both parties clearly outlines service, from scheduling to pick after service is complete, to no more than 108 hrs or 4.5 days. Selling a contract with time guarantee while knowing you wont be hold that guarantee is a deceptive sales tactic. Not refunding the plan after breaching the contract and me not using the contract, is bad business ethics. I request they resolve this issue by refunding the amount of the service plan to the lien holder, including the interest incurred up to the time it takes them to resolve this issue.

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a great experience in the whole store except for when it came to the service ***** ****** upMatt I think his name is. Cant remember the name of the other two associates. I come in because my turn signal clip broke(350.00 part). I had to buy a whole new control no big deal. I go to service and set up a appt to drop my bike off. I am quoted ****** give or take for the part and install. Pay for the part and will pay for the labor when I pick up. Set a date and time, see ya then. The drop off day **** proceeds to ask me if I want my 1k service done. (880 miles) I said well I bought the bike from thunder mountain and have a protection plan through them, So Ill just take it there He responds oh no worries we can do it here since you can get your bike serviced at any Harley ****** (I guess this is True enough) I said again I didnt buy it here, I bought the bike at Thunder mountain and have a service/protection plan through them with my loan. He repeats himself. Any Harley ******ship I would only buy from thunder mountain, but I couldnt pass up 1k service so close to home. EASY choice. So I get it all set up. A quick turn around to pick up and boom the bill is basically 1k. So I was questioning the cost etcThey then mention that the 1k service is on the bill. I flat out said I am not paying for that We rehash the conversation of where I bought the bike and the plan etc. **** then says well your plan isn't with us Well no s**t. He grabs his supervisor( manager is out) The supervisor, out of know where offers me the part and labor as warranty. Nice right. Then turn around and give me a bill for about 500.(The 1k service) I told them again No way am I paying this. Then they get upset and then offer to cover the 1k service but not the part install and labor. Nearly lost my mind and said so now its not on warranty?!?!A few minutes of point less talk goes by then they finally state that the bike is being cleaned and ready to go A few more minutes go by and then the parts manager comes out and trys to stick me with the bill again. I said Im not paying that and your service guy released the bike to me already I take my bike and I leave. The next day I take my motorcycle to the wash and start my pre/post ride ritual, to detail my bike. I start to notice small scratches all over my tank, the rear finder, and on the headlight frameFine and small but deep enough no detailing is going to help. I failed to give my bike a through check during pick up. In haste and close to blood red anger I left quickly. Thats on me, so Im stuck with a beautiful motorcycle and more scratchs than miles, I wont let this childish act of frustration or whatever weakness it takes in someones mind to intentionally cause damage to someones bike. Ill write about it and tell anyone who asks, the shame of a service philosophy they hold in that ***** The parts manager himself said I dont like the way things are done in that ***** I get itI feel better now. Thanks Happy riding and I f***ing love my 23 Fatbob.

  Business response

  05/31/2023

  We have discussed this issue and apologies for any inconvenience. The communication issue is hard to determine as we follow our processes and the final outcome is we took care of the service at no cost to the customer and still received the info on a upset customer. We covered a $525 service at not cost to the customer. We strive to take care of our customers and will continue to do so. 

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I drop my motorcycle at Avalanche ****** on 4-19-22. They said it would 2 to 3 months for work to be completed. They never returned phone calls and would not answer the phone most of the time. I called on 8-31-22 and a service person named ****** said my bike was ready. I arrived at Avalanche ****** on 9-1-22 to pick up my bike. I started inspecting the bike and found a scratch on the bottom right side of the fender. I also asked what size handle bars where put on my bike and they had put the wrong size handle bars on bike. They forgot to reinstall my radio antenna. They put the wrong headlight on my bike. They left off a wind deflector on the fairing on the left side. I did not have the insurance estimate with me at the time so I drove the bike home to check the estimate. *************** the service manager wanted me to file another claim with my insurance company. After I found the estimate from the insurance company I emailed a statement to ****** the customer service liaison and *************** the service manager that the insurance company paid them to do the job correctly and that it was fraud to refile with insurance company. The last email I got from *************** on 9-15-22 was a statement from him wanting the estimate from the insurance company. I gladly sent a copy of estimate and copy of invoice with the correct handle bar size that had been put on my bike before they worked on it. I have called repeat times and left messages for DJ to call me back with no return call. I have emailed DJ with no response back.

• Initial Complaint

  07/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Ihadmy motorcycle towed to Avalanche HD for repair after a theft recovery on or about April 11th of this year. Since then, I have been getting the runaround from them on fixing my bike. It has now been over FOUR MONTHS and they are still telling me that it is not done. They have promised it multiple times only to tell me that what I was promised by one person was never communicated to the other one that was actually supposed to do it so it isn't done. They seem to believe that making up excuses and not following through on promises made to paying customers is good business practice. I have at this point paid over $2400 and waited over four months only to be told again today for the umpteenth time that even though it was promised to me that it would be done today, it is actually not and will not be anytime soon. I am LIVID and would like them to fix my bike and give it back to me ASAP!

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In May 2022 I spent $2,000 on tires, new mirrors and fog lamps. I talked to the service desk and twice requested that the fog lamps be wired to the right side toggle switch on my 2014 Road King. That switch is intended for auxiliary items such as fog lamps. I arrived to pick up my bike and the windshield was missing, he went back and found it, Then I checked the fog lamps and they were wired to the left side toggle switch which runs my running lights. He apologized and told me several employees quit, they are short handed. I have tried for several weeks to get the miss-wire corrected, no one answers the phones, all voice mail boxes are full. The new reception person has over 40 complaints and customers are upset. She passed on two messages from me to the ** and no reply. Here we are in June and no resolution. I visited the service department twice and you can here the phones ringing and no answers. For 35 years I was a service manager in the medical field. Many companies would hire me to go in and fix the service depart. In every case it was never the employees, they are trying their best. It always boiled down to weak managers. There is something wrong with this dealership and it needs to be fixed. I offered to work part time three days per week since I ma retired just to talked to customers and solve problems, that offered was never replied to by the **. I have owned ******** since **** and have lived in CA, **, ** and ******** and every Harley ********** did a great job.

• Initial Complaint

  05/15/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchase price of motorcycle higher in store than what was stated on there website. **** dollar difference. Was not aware at purchase until after , I feel taken advantage of like they gave me any number they could think of and swore up and down they could not lower price of vehicle or let me choose and different option. I know I signed a legal binding contract committing to my lease agreement but to have such a huge difference in price is astonishing.

  Business response

  06/04/2022

  We talked to the customer on the resolution for this and there are no issues. Tell us why here...

• Initial Complaint

  03/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase a new Harley **** 2022 Sportster S with 4 MILES only.upon delivery the bike arrived not being able to start the driver and dealer General manager ***** told me its the battery and to call local ***** dealership where I live and source a battery.. I said that is not my problem , we need a working bike.***** got the driver to get a new battery and he installed it all messed up and broke the cowling setup on the bottom, I said fine, BIKE WONT Start again with new battery for a while, then it started .I requested from general manager to return the bike and get me a new working motorcycle. but that was refused with 4 miles on bike I refused to accept , but manger stated ride it for few days, if any issues they will take care of replacing the bike.. I CLEARLY stated that I will not accept a bike to be in service before it is on the road.. and refuse the bike to be taken a part and put back together, I spent $19000 on a new factory motorcycle that is broken from DAY 1 before I even rode it.. openned a case with ****** HEAD QURTERs #*******, and ****** said they want to service it at the dealer, meaning take it apart.. I DONT WANT A LEMON and we are facing resistant from all directions, please HELP.. the bike broke down 3 days ago with over 35 errors codes, some of these codes COULD NOT BE RESET and I called dealer (*****) as he told me to take it to service in las vegas ****** where it is NOW... they will take it apart which is NOT what I requested, .. also the battry (New) died and bike wont start.. I have videos on all these events

  Business response

  03/14/2022

  I have been working with the customer for a satisfactory resolution. Things are in process and will get resolved. 

• Initial Complaint

  02/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Following up from last week. They charged my grandson *****% interest, after they stated 6%. They said it was the finical instatution who set the rate. We called them, they said no, it was the dealer. Called them back, then they said it was Harley ******** who set the rate. We called *********, they said the dealer set the interest rate. I checked with my grandson's credit score, and *********** interest rate for him, on a new bike was 5%. In addition to this, they lied about tire's for life program, and stated he had to pay for VIP matainance to get that....$2,500. We are also contacting the attorney general, for possible discrimination and fraud. Be very cautious of these people!

  Business response

  02/22/2022

  We have been working together on this issue. The customer was told info based on a conversation with out knowing all the details of the whole deal. We have been in communication on the issues and have come to a resolution and they know we are here to help as well as focused on a long term relationship. 

• Initial Complaint

  02/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My grandson bought a new ****** two months ago. He was concerned why he had not received a monthly invoice yet. During this discussion, looking at the paperwork. It stated the interest rate as *****%. We have called to resolve, with no return call. During the sale, the salesman stated he would be under 6%, In addition to this, they had promised free tire's for life of bike. At the sale closing, *** said he had to purchase a maintenance agreement for $2,500, to get the free tire's. We are in pursuit of justice. Thought this would be a good place to start! I have been riding ******** for almost 50 years, and never found such deceit in a Harley ******* I hope this is all just a mistake on their part.

  Business response

  02/22/2022

  We have been working together on this issue. The customer was told info based on a conversation with out knowing all the details of the whole deal. We have been in communication on the issues and have come to a resolution and they know we are here to help as well as focused on a long term relationship. Tell us why here...

  Customer response

  02/23/2022

   
  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,
  
  *************************

*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. ↩