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:11/27/2023

  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.

  On 8/31/23 I purchased my sixth motorcycle from Lawless Harley Davidson.All were twin cam engines, 1/2 million miles logged, never one mechanical problem. I recently decided to go to a trike, for health reasons, and bought a 2017 Freewheeler with less than 9k miles. I had it for 2 1/2 months, put just shy of **** miles on it, and a head gasket started leaking oil. I didnt buy the extended warranty, because the sales team told me that it was certified pre-owned and came with a one year warranty. I told them Id call them in one year and buy the warranty. ( I had heard the M8 motors were problematic, and wouldnt have bought it without a warranty)I had taken the trike to a local dealer to have the leak checked, and when they told me it was a head gasket I called Lawless and spoke with service. They told me the repair was covered and we could take it back to the local dealer, since Lawless is 2 hours away from us.We trailered it back to the local dealer, we were told everything was good and theyd call us when the repair was complete.A few days later, the local dealer called me back and told me that the repair would not be covered after all. I called Lawless and was told they had made a mistake in telling me that, and it was a ****** learned.I have a $26K trike in the shop, I rode it for less than 3 months and put less than **** miles on it. The leak started on November 11th.We have texts showing that we were told they would cover the repair.

  Business Response

  Date: 11/28/2023

  The complainant, *********************, has had the motorcycle for almost 90 days and has put ***** miles on it since it was purchased. The motorcycle was no longer under the factory warranty, and the customer did not purchase an extended service plan. She took the unit to a different dealership than ours, who discovered that the Harley-Davidson Certified Pre-owned warranty did not cover gaskets. 

  Customer Answer

  Date: 11/29/2023

  Complaint: 20923035
  
  I am rejecting this response because:

   

  If you read the reply from Lawless, it says that the local dealership told us that the head gaskets "are not covered by the HARLEY DAVIDSON warranty". 

  When I purchased this trike, my husband and I were told that it had a one year MANUFACTURER (HARLEY DAVIDSON) warranty, because it was certified-pre owned, so I opted to wait to purchase the extended warranty until after the one year was up. Why would anyone with any sense buy an extended service contract that begins the date of purchase, when the motorcycle is already covered? 

  The reason we took it to the local dealer when it started leaking oil, is because the Lawless is two hours away, and we just wanted to see if it was an easy fix, such as a hose coming loose, but it's not. 

  Lawless does not have the MANUFACTURER warranty, as we were told. HARLEY DAVIDSON warranty DOES cover the head gaskets. Lawless has a company called CNA - phone number is ************. I even called them myself and was told that they did not cover the head gaskets, but only a breakdown in the motor. They also told me that Lawless should have read the contract more carefully. 

  Lawless told us it was covered, and even gave Docs (the local dealer) an approval number, and told us to take it back to Doc's for the repair, because we could take it to any Harley dealer and they would cover it. We took the trike back to Doc's and the tech told us he'd call us when it was ready. A few days later he called and told me that the repair would not be covered after all.

  My husband has the texts proving that we were told all would be covered, but he's not here right now. If those are needed, I can get screenshots when he gets home and attach them.

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

  Business Response

  Date: 11/30/2023

  We offered the complainant a resolution that was more than gracious. ***************** said that she would let us know if she would accept this resolution. We have documentation from the Certified Pre-Owned protection that ***************** signed that specifically states that gaskets are not covered among other items. As mentioned in Mrs. ******* complaint, she knowingly declined the *************** Contract that we offered. We also have documentation that she declined all protections offered to her. We offer the vehicle service contract because the *** does not cover everything. Additionally, Harley-Davidson's *** and **************** Plan are through CNA, not by the manufacturer. Manufacturer factory warranty is only good for 2 years, so a 2017 would not qualify. Our *************** Contract (equivalent to HD's ESP) is not through Harley-Davidson or CNA, we use a completely different company than stated which is JM&A. The *** program that is offered by all Harley-Davidson dealerships is through CNA.  Again, we have contacted and spoke with *****************, offering her a resolution which includes picking her bike up and delivering it at no expense to her. 

  Customer Answer

  Date: 12/01/2023

  The response from the respondent in incomplete. They told me over the phone that they would pick it up, REPAIR it, by replacing both front and rear head AND base gaskets and return it to me in good mechanical condition.

  They are saying that they told me that the certified pre-owned warranty did not cover the head gaskets, but when I called them about the head gasket leaking, they told me it would be covered, and I would just have a $50.00 co pay. Please see attached text from **** with Doc's Harley telling us to bring the trike in for repair, that he had spoken with Lawless and I just had a $50.00 co-pay. Now, if they didn't even know that their certified pre-owned warranty didn't cover head gaskets, how would they have made me aware at point of sale?

  I will accept their offer to repair the trike, replacing the head gaskets, front and rear and base, with the newer gaskets that Harely is now using on the M8 motor. However, I would like this offer in writing first.

  Once I have the offer in writing, I will accept the resolution and close the complaint.

  Thank you.

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

   

   

   

  Business Response

  Date: 12/05/2023

  I spoke with ***************** on the phone in order to resolve the complaint. I have uploaded the repair order our ****************** had already generated in reference to the leak repair for which we agreed to complete. The repair includes the resolution the complainant requested; replacement of the relevant head and base gaskets, pickup and return of her motorcycle at no cost to her. The resolution has been agreed upon, and we are picking up her motorcycle on Wednesday, December 6th, bringing it back to our ****************** for the repair, then will be returning it to ***************** at no expense to her. We also requested that the complainant remove any negative reviews she has submitted. 

  Customer Answer

  Date: 12/06/2023

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

• Initial Complaint

  Date:06/27/2023

  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.

  Twice within the last twelve months I have been contacted by a Lawless Harley Davidson employee attempting to purchase my motorcycle that is listed for sale through PRIVATE channels. That’s right, I never contacted Lawless HD or have even locally visited Lawless HD in any fashion whatsoever, However, they have taken it upon themselves to contact me with ludicrously low offers knowingly attempting to take advantage of me and my household financially. When you buy a Harley Davidson you buy an American Made product with quality components and, a lifestyle. Many dealers offer clothing and other “Identity Products” with stages, restaurants, concerts, bars, etc. that Harley owners are encouraged to, and definitely do. . . participate in. Imagine paying a high price for a Harley believing in the brotherhood associated with ownership to have a Harley Employee themselves attempt to take advantage of you. This is the first step, I have already secured judiciary preservation request for the owners of the private profiles along with non disclosure agreements. You want to publicly own your shady business practices and come to a resolution “Man to Man” then let’s do it. You want to play games, then I can pursue legal action to the fullest extent. You have offended me and my family and I won’t put up with it. I’ll leave you with this, FAAFO. I am only accepting contact through Better Business Bureau “text, messaging, direct messaging, private messaging, e-mail”.

  Business Response

  Date: 06/28/2023

  Lawless Harley-Davidson has an Acquisitions Department dedicated to searching for and purchasing used motorcycles throughout the country. In our pursuit for used motorcycles, we search Facebook Marketplace, Craig's List, and other social media outlets where used motorcycles are posted for sale. We evaluate those motorcycles using the most up-to-date information on current trade value, retail value, and wholesale value. After the evaluation, our offer is determined in order to enable us to recondition, show for retail sale with room for profit, while protecting ourselves against loss in the event the motorcycle has to be sent to an auction. Those customers to whom we extend offers are at no obligation to accept or even respond to our offer. We do not force anyone to accept our offer nor do we press the customers for a response. Our intention was never to offend Mr. ****** or any customer to whom we extend an offer. 

  I am more than happy to speak with Mr. ****** if he so desires.