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:11/29/2023

  Type:Product 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 11/6/2023, we placed an order for a HD ****** ***** ** bike *** ********* ***** and accessories with Pocono Mountain Harley Davidson. We paid a credit card deposit of $ 7,886.99 and remaining $40,000.00 to be paid upon completion and delivery of bike as ordered. We were called on 11/22/23 that bike will be ready on 11/26/23. We told them over the phone that we can't ride the bike from the shop and it needs to be delivered. We said we wouldn't come on Sunday for payment until delivery can be arranged. We were called on Sunday to make payment and the sales person confirmed that delivery is set up and free. We paid the $40,000.00 balance on credit card and an additional $106.00 on cc for air filter and derby cover. The HD shop delivery guy, **** used Pocono mountain HD truck and trailer to deliver the bike. We followed him and saw that side of the trailer was flailing. We honked many times. he didn't stop. eventually after 20 min he stopped on the side of the highway and the entire side of the trailer had fallen off. The bike had fallen on its side breaking the side of the trailer and damaging the bike. We immediately called ** ********* at the HD dealership and he said he will call the driver and to bring it back to the dealership. He said at a first glance the damage includes the wheel, upper fairing, muffler, side mirror. At the shop, ** said there is nothing he can do, he has to speak to the owners and will call us on 11/27/23. No response. We called 11/27/2023 he said the director will call us, ******* *****. No response. We called again 11/28/2023 and ** said ******* will call in few minutes. No response. I called again on 11/28/2023 and ******* still hasn't called. The dealership has no resolution for damaged caused to the bike by their delivery team and have our money and refused to refund. Now no response. We expect a brand new bike that we ordered, not a repaired bike or refund our money since they didn't deliver what was in the contract.

  Business Response

  Date: 11/29/2023

  This complaint is against a dealership in Pennsylvania.  Can you have it transferred out?

  
  Thanks!

   

  ************************* Manager, Dealer Technical & Field Service   HARLEY-DAVIDSON MOTOR COMPANY ******************************************************************* Office ************** | Mobile **************

  Customer Answer

  Date: 12/01/2023

  Since making this complaint, the dealership has been doing their best to try to resolve the issue. 
  Accidents and unfortunate events happen. It is very reassuring to know that BBB is there to help support consumers in difficult situations. 
  
  Also the Harley Davidson Pocono Mountain dealership is trying to make this bad situation right. All businesses are great when things are going well.  What makes the outstanding businesses stand apart is customer service in times of complications after the sale is made. 
  And the HD Pocono Mountain did stand by their reputation and really tried their best to help resolve the situation . They have been very helpful. 

  Business Response

  Date: 12/12/2023

  To whom it may concern
  
  I have been in contact with **. & *** *************** several times. Yes, the motorcycle fell over after they purchased the motorcycle and over $14855.66 of parts & accessories were installed on their new motorcycle. We were delivering their motorcycle to them free of charge and a strap hold pulled from its retainer. The motorcycle fell on its right side. I told my driver to bring the motorcycle back to the store. I felt terrible their motorcycle fell over and told them we would replace all damaged parts with new and have it back to them as fast as we could. I could not give them a new one because of the number of parts and accessories they put on their motorcycle, and we had already registered the motorcycle to them.
  We have since repaired their motorcycle 100% to their satisfaction and they drove it off our lot on 12/09/23. I have talked to **. &*** ************** several times and they said they are very happy.
  
  If there is anything we can do to resolve this matter, please let me know.
  
  ***********************
  General Sales Manager
  Pocono Mountain
  Harley-Davidson

  Customer Answer

  Date: 12/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************
  

  Customer Answer

  Date: 12/13/2023

  ** and Harley Davison at Pocono Mountain did their best to resolve our issue. They really came through when we needed them the most. Would high recommend this dealership without any reservations.