ComplaintsforPhantom Harley

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased motorcycle 6-16-24 was undrivable that day. Picked up 6-18-24 645 pm took home parked it. Got back on it 6-19-24 discovering handle bars were loose took it back home on the way malfunctioning. Called dealership around 4pm and they picked motorcycle up around 515 pm. I told I didn't want to continue this purchase. They are still trying to hold me responsible when I didn't have it for 24 hours.I think this unlawful.

• Initial Complaint

  01/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am looking for complete repair of my motorcycle and have uploaded a more detailed letter describing the chain of events and monies spent as they have occurred.

  Business response

  01/31/2022

  please find attahced two repair order for ****************.

   

  the truth of this matter is that he wore out his clutch in the first **** miles. it is not a warrantied part and required the customer to pay for the repair. observe the notes section of the repair order we mic'd all the plates on the clutch and they were all burnt. after he lodged a complaint the motor company they decided to repair the clutch with good will and no charge to the customer.

   

  Fast forward to **** miles he needs a clutch again! not sure who hes blaming this time but a new clutch assembly should last approx 20k miles under normal riding condition with an experienced rider.

   

  his current **** owed to us is $608.62 for the repairs. we prvided **************** with a FREE VIP winter storage program.

   

  this is as far as we have gone with the customer. thanks for your help in the matter

   

  --

  *************************, President

  Customer response

  02/09/2022

   
  Complaint: 16434366
  I am rejecting this response because..

   

  Dear Sir/Madam:

   

  I am so sorry that I have not been able to respond to this missive in a timely manner...as I have been hospitalized for the past couple of days and have just now returned home.

   

  I have been riding motorcycles for the better part of almost 30+ years...I traded in not (1) but (2) motorcycles to this dealership when I purchased this BRAND NEW 2021 Harley bike off of the showroom floor with just (2) miles on it...So absolutely NO, I am not nor have I ever Burned out any clutches on any bikes that I have ever owned!

   

  This bike as they have stated has less than 6K miles on it...and has had to be serviced (2) twice for the same problem, which leads me to believe that I was sole a LEMON from the very beginning.  I am 65 years old and have been riding for over half my life, so my riding style isn't the issue here...I could NOT have possibly worn out a clutch in the 1st 3K miles as they have stated...nor have I worn out a second one with the bike still have less than 6K miles on it....

   

  This bike was sold to me with a defective clutch or their mechanic never repaired the 1st one correctly...he is all of 30 years old...I've been riding bikes longer than he's been in the world. It's not that I need a clutch again....it's that the clutch plates have warped due to a rewiring error on their mechanics part that caused an excessive amount of heat to be generated thereby causing the warping of these plates.

   

  All I am asking them to do is to own up to their rewiring error and repair my bike (at no cost to me). please let me know what my next course of action should be if we cannot resolve this issue.

   

  Regards,

   

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

  
  
  Sincerely,
  
  ***********************

  Business response

  03/01/2022

  All, thanks for the opportunity to once again respond to this case. allow me to be a little more clear here on the repairs. **************** is confusing two different jobs as one. 

   

  1st - *************** came in with a burnt clutch after we installed a 12"'  high handlebar kit. We advised *************** he needed a cable adapter for his clutch cable to work properly which he rejected. HDMC stepped in and did a good will warranty for the repairs and *************** paid nothing.

   

  2nd - *************** returned a second time claiming the same problem. We verified Burnt Clutch. Well what he left out is that he was in a parade crawling speed with clutch in and out for a long period of time with this bike. This is horrific for any manual clutch system for a car or bike!

   

  clutches normally last *****k miles under normal wear and tear. *************** went through 2 complete units in less than 6k miles. both free.

   

  Also Mr ************************* and there's no rewiring of anything related to this clutch job. We had two different master technicians work on his bike with the thought that if one did something wrong the other would catch it. results.... Nothing was wrong with the labor side of the job either time.

   

  as to his comments about how old my tech is. that's crossing the line. How dare he slander this guy for his age. that young tech received his master tech status the fastest in HD history. that young tech knows more about repairing motorcycles than *************** will ever know.

   

  with these types of insulting comments about my staff and their great accomplishments in life and as a person i don't want *************** in my store ever again. He is disrespectful and insulting to my tech about his age and technical knowledge. Would he do that for a doctor or nurse or even a BBB employee? How about a construction worker or a banker?  I hope not. He is no longer welcomed in any of my stores until he aplogizes directly to my technician

   

  CASE CLOSED!

   

  --

  *************************, President

  Customer response

  03/02/2022

   
  Complaint: 16434366
  
  I am rejecting this response because:  First of all, I'd like to correct Mr. ***** on the work that was done to the motorcycle in question....I never had ANY handle bar adjustments done to this motorcycle....He's got my repair order confused with someone else's....Second...I had 3K+ worth of Custom Exhaust Pipes added to this motorcycle which did in fact involve removal of the clutch assembly and proper replacement of said assembly which was NOT done, hence the need for the 1st repair and improper rewiring during this replacement thereby causing the clutch plates to warp due to excessive heating...NOT riding in a less that 20mph during a 2hr. parade on a BRAND NEW motorcycle.  How does that even sound?  It makes absolutely NO sense...NO one at this establishment can/will explain to me how this happened...no one will assume responsibility for what has happened....I traded in not (1), but (2) bikes that I had ridden for over (9) years that they sold in less that (2)weeks that were in near pristine condition...so much for my riding habits.  All I am asking is that they honor the 5K+ Harley Davidson Warranty that I purchased from them to cover such matters!!  As far as not being welcomed at any of his stores; that then will leave me no other recourse but ask you what should be my next course of action?.....I have been trying to resolve this matter in a peaceful manner.  First they send me the WRONG repair docs, now they say I had a repair on the motorcycle that I did NOT authorize, no handlebar work was ever done to my knowledge....

  So NO, this case is NOT closed, no by a long shot!
  
  Sincerely,
  
  ***********************

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