Complaints

This profile includes complaints for Surdyke Harley Davidson's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Surdyke Harley Davidson has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Surdyke Harley Davidson

  2435 US Highway 67 Festus, MO 63028-3665

• 

  Surdyke Harley Davidson

  PO Box 617 Crystal City, MO 63019-0617

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:07/10/2024

  Type:Product 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 purchased a 2022 Hisun Sector from *** Surdyke's Goldstar on 4/26/24. From day one it was hard for me to shift into ANY gear. The end of May when shifting (sitting still) hear loud pop and the entire cart "jolted" hard. I delivered cart to Surdykes on 6/1/24. Did not hear anything from Surdykes. I called a week later and was informed that there was nothing wrong with it. I went to pick up and was charged $96.37. I had purchased ALL WARRANTIES when I purchased the cart. I was told this was to pay the technician for doing the diagnostics on it. I did pay, but let it be known I wasn't happy. I asked to speak to a manager and ****** came out. He stated if I had any more problems to contact him directly. Again, very hard to shift. 7/1/24 cart started to roll a little even with the emergency brake on. On 7/4/24 I parked the cart. When I returned, it had rolled at least 15 feet from where it was parked. Surdykes pick it up on 7/5/24 AFTER they realized I was a VIP customer. 7/9/************************** called and stated that they adjusted the emergency brake AND did something to the shifter. I agreed to pay a $50 delivery fee for them to bring it to me. 7/10/24 while reviewing my checking account, *********************** charged me $277,84. I was told yesterday there would be no charges EXCEPT the $50 I agreed to. I have a called and left a message for ****** to call me back. I AM NOT HAPPY....For Surdykes to be (I thought) an upstanding company, I have my doubts. I just want what is owed to me. $227.84.

  Business Response

  Date: 07/10/2024

  ********************* left us a Voice Mail before we opened today.  We did call her back this morning. In speaking *********************, we realized the billing discrepancy, and immediately corrected it.   She told our Service Manager she was satisfied. We also did deliver the unit back and provide all the paperwork showing the refund.   This complaint was received from BBB after all of this was already completed and refunded. 

  Customer Answer

  Date: 07/12/2024

  Complaint: 21967646
  
  I am rejecting this response because: The complaint was submitted prior to my communication with Surdykes. As of today, July 12, 2024 the refund has not come through. I do understand it usually takes a few days. I did receive my Hisun back on July 10, 2024. I have had the Hisun back to Surdykes twice and the shifting still has not been fixed. I don't even know what gear I am in now because I can place it in neutral and it shows an "R" for reverse. I realize now that I have purchased a "lemon" or nothing is being done to it when it goes in. The shifting has been a problem almost from the day I purchased this unit. It does not work correctly. This complaint hasn't gotten me anywhere. I'm loosing any faith I had in this company. I will have to take other measures to get any satisfaction and/or get my Hisun fixed. 
  
  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/16/2023

  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.

  5/16/23 i purchased a side by side from Goldstar for $21120.88 which included setup and build of unit for $1499 as well a full complete bumper to bumper warranty as explained by salesman and finance manager, a week later i was able to pick it up after assembly. The unit instantly had issues with the clutch, shifting, brakes, noises from underneath. I called into the business to and explained issues the sales man said there was a break in period. after a few more weeks problem persisted called in again told sales man same thing he said ok he would relay message to service. the unit was stored for a month. Then we pulled it out same issues we called into talk with sales guy he quit, got transferred to service to talk about all of the issues. we made an appt it was for mid August. we had to ****** due to being out of town for work. come end of September things slowed down and we pulled unit out of storage and heard a loud pop. had to get unit towed onto trailer for another appointment beginning of October. we called week after week checking on it with no updates. on ***** the service **** called said to repair first part would be over $500 we argued because it was suppose to be warrantied (that part only had 90 days) that was never told to us. Then called on 11/16 to tell us the next part was another $700 not covered by warranty. Called the manufacturer and they said they never denied claim, that one was never put in. Call back to Goldstar they said ok let me get that number, hour later they called with claim number. called back to manufacturer they said claim did not indicate the issues only it wasnt moving so yes it was denied at this point. Manufacturer requested details of all calls to company and the process of them not standing behind either warranty or the service to put it together that caused the issues. I want my machine fixed that they did not put together correctly since according to them i should of had a 5 year bumper to bumper warranty covering all part

  Business Response

  Date: 11/21/2023

  I am sorry ****************, is having issues with his CFMOTO.  CFMOTO is very clear on their warranty.  It is also clearly stated in the owner's manual that ****************** was provided with at time of purchase.   CFMOTO did deny the warranty claim on the belt and clutch as both being out of warranty.   I will offer ****************** a 20% off parts and labor to help assist in the repairs. Once again, the warranty is through the manufacture not us as a dealer.  

  Customer Answer

  Date: 11/27/2023

  Complaint: 20881980
  
  I am rejecting this response because:
  According to CFMoto the only information provided for warranty claim from GoldStar Surdyke was unit does not move. I am currently waiting for the rep to send me correspondence on the matter. As well as i am currently looking through phone records to prove the various times we called and spoke with GoldStar Surdyke  in regards to the unit not properly working. Never once did any person from the company advise we only had a few months to bring in unit due to the possibility of one of the warranties running out. The items that are needing replaced and the description of problems should of indicated that these were part of the problem. Yes, he is accurate I do have the paperwork on the unit that talks about the warranty. ***** we agree we blindly took with outdoing further investigation on. We felt the company was honest in saying everything was covered on the unit, from top to bottom. Had i looked and reviewed not taking the companies word on the unit, I would have brought the unit in right away. I took their word on everything. ***** is part of verbal breach of contract, fraudulent misrepresentation of the warranty and item, coercion to believe the warranty was covered from bumper to bumper as we were told multiple times over and over again, failed to disclose the terms of the warranty that would impact us negatively like it has. I am not asking for money back, I am simply asking them to fix the unit at little or no cost to us based on the facts provided, information supplied to them on multiple occasions, as well as the improper handling and set up of vehicle causing the malfunction of two separate items that should last for over 3000 miles. ***** we are not even close to. 
  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/31/2023

  Type:Product 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 purchase a CF moto 1000 a utility vehicle on 05/06/2023. I had it for one week and then it broke down on me. There was a puddle of oil in my garage. I called Surdyke Harley they made arrangements to pick it up. They had it for over five weeks. I finally got the machine back and I drove it one time. After I drove it the one time it would not drive again. Loaded the machine on my trailer and I transported back to Surdyke. So, they had to go through it to find out what was wrong with it. They called the warranty company at CF Moto they refused to pay for it. They stated that it was excessive use and water damage to the machine. Then I tried to call CF Moto to talk to someone and the customer representative would not allow me to speak with anyone. I called Surdyke back up to see what they could do about it and they informed me that they would try to get ahold of CF Moto and they would give me a call back, it has been two weeks and I have not heard from them. I put $5000.00 down on the machine I would either like a new machine or my money back.

  Business Response

  Date: 08/31/2023

  I am sorry that Mr. ****** has his unit currently in for repair.  We did contact CFMOTO on this repair, and CFMOTO (the manufacture) will not cover the current problem under warranty.   We sent pictures of the problem to CFMOTO and this is their response ("This extreme wear is indicative of misuse, abuse and water entry. This is not warrantable." )  .  We completely understand not having your unit in summer is frustrating, but per the manufacture the current issue is caused by the customer.  As a matter of goodwill, the dealership would be willing to give Mr ****** a 20% discount on all parts and labor for this repair.   

  Customer Answer

  Date: 09/01/2023

  Complaint: ********
  
  I am rejecting this response because: I have nothing but issues with this unit since I bought it. The shop has had longer than I have. This has been going on since the first week of bringing it home. No one went over the break in process of the unit. Since then I've talked with people that say the belt system needs to be broke in. The excessive use statement is false and how could u tell from emailed pictures.  Of course the clutch is shot I had to get back up the hill when it started to mess up. I tried calling CFMOTO customer service would never connect me with anyone said was up to the dealership. To find out anything on the unit I have to call, no one keeps me informed of what is going on at all. From someone who was super excited, and has waited a long time to purchase a side by side. I don't even care to have one at this point. I appreciate the 20% offer it's I know I didn't misuse it the unit has 25 miles on it I paid for extended warranty and now this its unfair. I would like to see your business fight to make it right. Back up what your selling and instead of myself having to pay for this, make the honor there warranty.

   

   

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

• Initial Complaint

  Date:08/23/2023

  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.

  I bought a Harley Davidson from this dealership in 2021. I never received a title for this motorcycle. When I tried to renew my license plates in June of 2023, I was made aware by the DMV. I contacted the dealership and spoke to the general manager, he was nothing but rude and unhelpful. I advised him the DMV informed me that my license plates were not on file and the VIN shows the motorcycle belonging to the previous owner. I requested they contact Jefferson City and find out what happened and the general manager told me he does not deal with that “stuff” and to contact them myself. He was hostile and rude the entire interaction. I contacted the dealership again the following week and was told to come fill out paperwork, I did that. I have attempted to contact the dealership multiple times since then to find out what is going on. I contacted Jefferson City who advised me that they have attempted contact with the dealership on multiple occasions since 2021 and have received no response. It is now almost September and I have not been able to ride my motorcycle due to the plates being expired, not to mention I took off of work to have the motorcycle inspected and renew my registration. Now the inspection will be expired, I have received no help from the dealership and spent much of my time attempting to rectify a problem that the dealership caused. I have been making payments for over two years that I do not own. This should not have happened and the dealership should be held accountable for it.

  Business Response

  Date: 08/24/2023

  On the afternoon of 7/7/23, *** ******** came into our store need help from our title clerk. *** ******** was informed that our title clerk was off and wouldn't be back until 7/11/23.  *** ******** didn't accept that answer.  Our employee asked for *** ********'s contact information. *** ******** refused to provide it so that we could assist him on 7/11/23.  I then spoke with *** *********  He once again declined to provide his contact information.  In the conversation, i was able to piece together enough of his info.   After *** ******** left, I tried to contact Dealer Services to see if i could find out what is going on.  With it being a Friday afternoon, Dealer Services closes at 1:30pm and i left a Voice Mail message.  
  
  On 7/11/23 our title clerk returned to work.   She promptly contacted Dealer Services.  Dealer services informed us that the Sate of MO had been sending correspondence to *** ******** about the issue beginning in December of 2021.  Dealer Services also informed us that *** ******** never responded to the requests made by the State of Mo.  While on the phone with Dealer Servies on 7/11/23 our clerk received all the information so that we could assist *** ********* On the afternoon of 7/11/23 our clerk contacted *** ******** and asked him to come back into the dealership to sign the necessary paperwork. *** ******** came in on 7/11/23 and signed it. We then sent the necessary paperwork to Dealer Service.

   

  On 8/23/24 we received this complaint after hours.  Promptly at 9 am on 8/224/23 we contacted Dealer Services to inquire about this.   Dealer Services informed us that the packet was received by the State of MO on July 18th. They went on to state that currently the State of Mo is running behind schedule and is currently processing paperwork that was received on the week of June 19th.   Dealer Servies told us that the State of Mo didn't have an exact date of when they would get to packets received in July, but they are working diligently to get caught up. Dealer Services also stated they didn't see any additional holdups in place. 

  Customer Answer

  Date: 08/24/2023

  Complaint: ********
  
  I am rejecting this response because: I was never asked for any contact information at all. That is a blatant lie. I would have provided it considering I have a motorcycle with no title. Also the letters beginning in December of 2021 were sent to the dealership, not myself. I confirmed this when I spent 2 hours on hold with Jefferson City. They informed me they had initially sent a letter on 6/29/2021 about a lien release, they received a response. On 8/25/2021 they still had not received the lien release and the previous owner had filed for a duplicate title. Causing this to be rejected again. They continued through December sending letters to the dealership, again not myself. The dealership. They never received a response. I had to spend my time on the phone with Jefferson City to confirm I was never sent a letter. Maybe the dealership should take responsibility for selling me a motorcycle and never providing a title. It’s outrageous to try to blame me. I paid for a motorcycle and still do this day have not received a title. That’s a fact. Take some responsibility and make it right.

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

  Business Response

  Date: 08/25/2023

  *** ********,  You are welcome to verify it with the state of MO. 

• Initial Complaint

  Date:07/24/2023

  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.

  Please see attached full explanation for timeline of events. More than two months have passed since *** Surdyke's Gold Star Harley Davidson ("Business") picked up my Arctic Cat ****** ("ATV") to perform a repair, as the ATV would not start for an unknown reason. Business holds itself out as expert ATV repair center for Arctic Cat ATVs. Business has run its professional diagnostics multiple times, and each time has incorrectly diagnosed the issue (from a bad starter, which is relatively easy to fix, to now being told that the ATV needs a complete engine teardown). Business has failed to contact me to keep me updated or to respond to requests/questions to move repairs forward. Business has further failed to move forward in a timely manner once work is approved. Business has also broken promises, as service manager assured me more than a month ago that he would personally oversee my ATV's repair to get it done as expediently as possible; indeed, it is my understanding that despite my authorizing work on 7/1, little or no work has been done in the 23 days since that time.

  Business Response

  Date: 07/25/2023

  I am sorry that your ATV is not running. ATV was brought into service with a no start condition.  Customer stated he had replaced the battery. Upon inspection, there was an incorrect size battery in the unit.   Technician also found that the starter and solenoid were both bad.  After replacing the starter and the solenoid and using the correct battery, the unit still wouldn't crank.   Upon further inspection the motor was seized.   We did contact Mr. ****** about this.  At this time, he did inform us that the unit had been either flipped over in water or submerged in water.  This is crucial information that was withheld.   Mr ****** then authorized the unit to be tore down to inspect. Mr ****** was also told we would need a labor deposit to do this.   Mr ****** then asked us to not require the initial deposit and to help him and get the unit tore down. We explained to Mr ****** that this would take time as our service department is busy this time of year.   Mr ******'s ATV is in our schedule for 7/27/23 to be tore down.  

• Initial Complaint

  Date:11/07/2022

  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.

  We purchased a new UTV from them in March, 2022. We started having issues. with it. I took it to them and they were to fix it. They said it was the starter. They say they replaced it. We picked it up and it would not start. We took in back in and they have still had .

  Business Response

  Date: 11/10/2022

  ** ********** UTV is experiencing an electrical draw due to improperly installed accessories.   The customer installed lighting and an audio system and improperly connected wires to the unit's electrical system. Upon inspection, the ignition switch was also damaged by the customer.  We have informed ** ******** this information and he has declined to have the UTV repaired. 

  Customer Answer

  Date: 11/10/2022

  Complaint: ********
  
  I am rejecting this response because: this has been an going issue prior to the installation of the lighting. I have had this UTV at Surdyke's facility 4 times for this same issue. Two day prior to my filing this complaint the service personnel told me they had not had a chance to look at my UTV. Since I have filed the complaint they are now saying the issue is due to my putting lighting in and they  want to charge a large fee to repair.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 11/11/2022

  We have verified that the problem exists with the improper wiring. Once again, the customer declined to have the UTV fixed properly.  

  Customer Answer

  Date: 11/12/2022

  Complaint: ********
  
  I am rejecting this response because:
  Surdyke is refusing to repair it under warranty. Once again the issue existed prior to any accessories being installed. They were aware of the issue early on.
  
  Sincerely,
  ***** ********

• Initial Complaint

  Date:08/16/2022

  Type:Delivery 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 ordered a $200 part for my husband as a birthday gift and did not recieve the correct part, on top of paying an extra $15 for shipping since they clearly stated on their site that they would not be responsible for lost or stolen parts in the mail. Upon receipt of the item we realized it was not the correct part that we ordered, upon reaching out to their customer service agent ***** she informed me that they would not be willing to exchange the product for the correct one but I would be responsible for shipping as well as paying a restocking fee. Their website is not user friendly and their customer service is horrible. We should have learned after they shipped the first part incorrectly that this would be the outcome. I would advise against ordering any parts from them unless if you are ok with having to pay a 10% restocking fee and the return shipping. Not customer friendly at all!

  Business Response

  Date: 08/17/2022

  We did ship the exact part that the customer ordered.  We do have a return policy in place and have authorized the customer a RMA.  The customer is responsible for the return shipping as we did ship the correct part. We also do have a 10% restocking fee on returns. This information is clearly listed in our return policy and FAQ.   In order to make a purchase, we do require customers to review our return policy before purchasing and to physically check a box on the checkout page that they have before processing an order. 

• Initial Complaint

  Date:07/11/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Took a motorcycle wheel down to Gold Star Harley Davidson (Aka- Surdykes Harley Davidson). The wheel was getting a tire change and balanced. The wheel was in perfect condition when it was taken down. The technician that installed the wheel will even contest to this. (I do have the phone call recorded). When the wheel was picked up it was placed directly into my backseat. I even asked the service guy "there's not damage on the wheel right? Because my husband will be livid" *********** guy just laughed and said no. I was never given an opportunity to check the wheel. I did how eve look at the side facing me when it was placed in the car. There was no damage on that side. Little did I know the other side of the wheel had extensive damage. We I got home and my husband got the wheel out of my vehicle the side of the wheel facing the back seat had huge gouges in it. I took photos of the damage immediately. We called service and reported this to I believe named *****. This was on 7/6/22 about 5:45 and they closed at six. My husband called the next day 7/7/22 to find out how they were going to fix this matter. He was told that they would not be will to fix the damage that they caused to the wheel! I then called on 7/7/22 and demanded to talk to an owner or manager. I was given to ****************** manage. I explained the situation he said he would talk to his employees and would not know anything that day, but would get back to me. He also tried to say that maybe my seatbelts in my car did this damage. Completely grabbing at straws. So again he did not contact me. I called him back on 7/8/22 about 1:45 pm and he said yes I talked my employees and because nobody admits to doing the damage they will not cover it. I told him that it is absolutely not ok for a perfect wheel to come in and they damaged it and they expect me to just eat it! I have pictures of the damage and a recorded phone call. I want or wheel fixed or replaced. We paid $3500 for this wheel and this is unacceptable

  Business Response

  Date: 08/17/2022

  We have repaired the wheel per *********************** Satisfaction.  Per our conversation yesterday, ******************* has a agreed to retract the claim. 

  Customer Answer

  Date: 08/17/2022

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