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:04/28/2025

  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.

  Im beyond frustrated with Harley-Davidsons online store and customer service.On 12/18/2024, I submitted a support request (Reference Number: *******) asking for help exchanging a Mens ******** Waterproof H-D Triple Vent System Leather Jacket (worth ~$600) for a different size. I clearly stated that I did not have the order number. Harley-Davidson sent me a return label, and I followed their instructions.On 2/21/2025, after complete silence for two months, I had to follow up. Thats when they told me my jacket had been received but they had incorrectly processed a $47 refund tied to someone elses return.Since then, its been excuse after excuse. I've spent hours explaining everything to multiple reps ********* ********** and others), only to get the same empty promises: Well escalate it. A supervisor will call ****** one ever calls.Nothing gets resolved.After several calls, they explicitly promised they would either find and return my jacket or fully reimburse me. That was months ago. Still no resolution. No follow-up. No ***************** this point, Im not asking for anything complicated:Either return my jacket,Or replace it with the same model (size Large),Or issue a full refund ($600).Its unacceptable that a brand like Harley-Davidson has handled this so poorly. I trusted ****** both when I bought my bike and when I bought my gear and they have completely failed to honor that trust. Enough is enough.

  

  Business Response

  Date: 04/29/2025

  Thank you for your inquiry

  We are very sorry to hear about your experience with the Harley-Davidson Online Store and apologize for your experience. A representative will be reaching out to discuss your case and discussion your opinions to best resolve your complaint. 

  Thank You

• Initial Complaint

  Date:04/23/2025

  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 placed an order on Harley Davidson online store. The order did not go through, but the money was taken out of my account and the points money value that I used was taken. Upon calling ******* at Harley Davidson, she refused to do anything about the issue stating that it was a glitch in the system and totally Harley Davidson's fault, but there was nothing she could do. She then hung up on me when I repeatedly asked to talk to a manager and she refused to allow this.

  

  Business Response

  Date: 04/23/2025

  Thank you for your inquiry.

  
  Our records indicate you were advised that the points will be put back on your account in 2-3 business days. The representative you spoke with disconnected your call due to your unprofessional language. A supervisor will reach out to you to discuss the situation in more detail.

  
  Thank you for allowing us to clarify our position. 

  
  

• Initial Complaint

  Date:04/20/2025

  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.

  I purchased a brand new motorcycle from a Harley Davidson dealership the motorcycle is a 2023 Harley Davidson pan america. It spends a large percentage of the time in the shop for broken or damaged issues. Everything replaced was under warranty but it continues to break and ****** says it's not on them. I purchased the bike it was $18000 to date over $16000 has been spent on Warrenty items and repair thru ****** the motorcycle has less than ***** miles on it and had a complete engine replacement at 4600 miles. Shortly after ***** miles on the bike the engine started having issues again the dealership said that it was not gonna look at it until the engine failed or showed more signs of an issue and that there was a lack a trained technicians for those motorcycles. Earlier Warrenty work the motorcycle would not turn off it had to have the handlebar switch pack replaced, the radiator hose started burning on the exhaust dealer repair damaged radiator and them stated it came in like that, while trying to deny Warrenty claim. The motorcycle spends months per year in the shop for repairs and ****** does not seem to want to correct issues for customers in a manner that stands behind their products and value. That's why I bought a Harley Davidson motorcycle for reliability, customer support, and experience. I have not received any of that.

  

  Business Response

  Date: 04/21/2025

  Thank you for your inquiry.

  We are sorry to hear about your experience with your 2023 Pan America Motorcycle. We would like to learn more about your situation and will have a **************** Representative reach out to you to discuss your concerns with your motorcycle.  

• Initial Complaint

  Date:03/13/2025

  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.

  I have a manufacturer known defective water pump on my motorcycle. ****** ********************** is well aware of these defective parts, the water pumps fail at around 30k miles. My bike has 29k miles and the defective part has failed as expected. They pretty much all do. ****** knows this is an issue and they never issued a re call, now they sell repair kits for $500 plus install labor, and they will not offer their loyal customers any kind of purchase assistance on the parts. Its a total s**** job to their loyal customers. This has put such a bad taste in the mouths of many bike owners that dont like this attitude toward good customers. They as well as I will never purchase another ******* The Indian bikes are making a good come back and customers are being more appreciated. They are getting the ****** base quickly. ****** is a wonderful brand and I have always liked the brand. I do not like the ********************** and can no longer support this ********************** when I have other companies that offer better support. ****** is greedy in every way and do not stand behind what they sell. Thats the bottom line.

  

  Business Response

  Date: 03/13/2025

  Thank you for your inquiry.

  
  Harley-Davidson motorcycles come with a 2 ************ Manufacturers Warranty that would cover manufacturers defects. We reviewed your motorcycles VIN number, and the factory warranty expired 04/01/2016. Since the factory warranty expired almost 9 years ago, Harley-Davidson would not be assisting with the repair costs.

  
  Thank you for allowing us to clarify our position. 

  Customer Answer

  Date: 03/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  You are referencing the original factory warranty  you didnt mention that I extended that to 5 years or longer with the purchased extended warranty program at a costs above 3k, you also didnt acknowledge the fact that this bike has ***** miles on it and that its a known issue by ****** that these pumps were defective and they all go out usually around 30k miles  this should have been a recall, and now all I am asking is that you take care of this known defective issue, for a loyal customer  This simply comes down to right and wrong, and I am willing to pay for the labor, so that meets you 1/2 way, all I am asking of you is to provide the replacement kit, you didnt acknowledge that I offered to pay for the labor  

  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 03/14/2025

  Thank you for your reply.

  We would like to clarify that Harley-Davidson Motor Company does not offer Extended Warranties but rather **************** Plans that can be purchased though participating dealership. Those plans are administered through a 3rd party. Currently, you do not have an active **************** Plan on your motorcycle. Due to the duration outside the factory warranty, regardless of mileage and the purchase of extended service plan, Harley-Davidson Motor Company is not obligated to provide assistance on this matter. We value your loyalty and regret any inconvenience this may have caused.

  Thank you for allowing us to clarify our position. 

• Initial Complaint

  Date:03/01/2025

  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.

  I purchased a sweatshirt for my sister for Christmas in December 2024. I have never received the item. The item was shipped to an old address. Once I received the shipping confirmation via email, I saw that the address was not correct, (and I verified the address on my account was correct). I attempted to contact HD. I was unable to get through on the phone, as I was #** on hold and gave up after an hour and a half. I emailed them requesting an address update for the purchase before shipment. I tried multiple times via phone, but since they only have customer service during working hours, my opportunities were limited. After a month of no response, I finally received an email stating that the item had been delivered (with a photo of the package on my old porch). Tracking number 1Z6YE8761297310320.I have tried with a follow up phone call where I actually got through, but all they did was tell me they would look into it. Then I followed up with another email and was told that they would not be refunding or shipping a replacement.

  

  Business Response

  Date: 03/05/2025

  Thank you for your inquiry.

  
  Our records indicate that the delivery was made to the address provided in your order when it was placed. It your responsibility as the customer to verify all information on the order before submission. Please note that we cannot guarantee any changes to shipment or routing of the address once the order has been processed.

  
  Thank you for allowing us to clarify our position.

  Customer Answer

  Date: 03/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  
  I contacted customer service before the shipment was made in an effort to correct the address; one that I was never prompted to enter. I also contacted them multiple times after that but never had a response until a month went by. This is unacceptable. I shouldnt have to pay for something that I never received. 
  Ive been a loyal ****** customer for over fifteen years and have spent over $40k on the brand. It seems absurd to lose a customer over a fifty dollar shirt that they mailed to the wrong address and never followed up with a customer who reached out prior to the shipment.
  
  Regards,
  
  ***** ******

  

  Business Response

  Date: 03/10/2025

  Thank you for the follow up.
  
  As previously stated, our records indicate that the delivery was made to the address provided in your order when it was placed. Its your responsibility as the customer to verify all information on the order before submission. Please note that we cannot guarantee any changes to shipment or routing of the address once the order has been processed.
  
  Thank you for allowing us to clarify our position.

• Initial Complaint

  Date:01/15/2025

  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.

  I purchased a new motorcycle in March of 2023, from Conrads HD in ********* IL. It's still under warranty. I complained about a weird ticking constant sound. I paid for a Dyno testing and they determined a faulty exhaust with bad flow. They submitted the claim to Harley-Davidson and it was refused. The motorcycle has made this noise since it was new, I paid to have it diagnosed, a problem was found and it's not being fixed. The Harley-Davidson reference # is ******* The vehicle VIN # is 1HD1BK14PB044742

  

  Business Response

  Date: 01/16/2025

  Thank you for your inquiry.
  
  We did review your concern with your dealership.  According to the dealership staff we discussed this with, they indicated that they were not able to duplicate your concern regarding engine noise and indicated the motorcycle was a proper representation of the product. No claim was submitted to Harley-Davidson Motor Company since the bike was operating normally and there was no denial of warranty coverage.
  
  If you believe the concern is still present, you are welcome to take the motorcycle back to your dealership or to another dealership for further review and inspection. If the dealer is able to duplicate the concern and is found to be a manufacturer's defect, the repair would be covered under your warranty. However, please be advised that if the dealership is unable to duplicate the concern you could be charged for diagnostic time.
  
  Thank you for allowing us to clarify our position on this matter.

• Initial Complaint

  Date:12/26/2024

  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.

  On 12/7 I purchased the Mens Paradigm Triple Vent System 2.0 Leather Jacket in Olive ***** size 4XL. The hanging tag said 4XL the sewn in tag said 3XL. I contacted customer service on 12/26 after it was opened on Christmas and we realized it was not the right size. When I spoke to them I explained there was a mistake on their part and Id just like an exchange for an actual 4XL. They told me they couldnt do that I can ship it back and get my money back and thats all they can do even tho it was a mess up on their end. So i thought Id just return it and get the 4XL I couldnt even do that because they are completely sold out! I told the customer service manager ***** M I would be fine with black since the Olive ***** was all sold out. He told me that they cant do exchanges! Even tho on the website it says if there is an issue with your order due to our error, please give us a call. All I want is them to either find me a 4XL in Olive ***** or replace it with just ***** thats all Im asking!

  

  Business Response

  Date: 12/27/2024

  Thank you for your inquiry. 

  We are reviewing the details of your case and will follow up next week with an update. 

  Thank you for your patience and we apologize for your experience. 

  Customer Answer

  Date: 12/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Im simply asking for a an exchange of the item that was messaged up on by the companys wearhouse worked! I just want that 4XL just like I ordered and if I cant get what Ill need I can I will just take black in the 4X

  Regards,
  
  ******** *****

  

  Business Response

  Date: 12/30/2024

  Thank you for the follow up inquiry on your concern.

  Our **************** team has contacted you to discuss details of the replacement jacket and discuss the return on incorrect jacket.

  Thank you for allowing us to clarify our position on this matter. 

• Initial Complaint

  Date:12/18/2024

  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 HAVE CHANGED MY CONTACT PHONE NUMBER 4 TIMES ON THE ****** PORTAL AND IT STILL HAS NOT BEEN UPDATED! CHANGE MY CONTACT NUMBER TO ************! THATS THE NUMBER I WANT CALLED. I HAVE CONTACTED ****** MULTIPLE TIMES AND STILL HAS NOT BEEN FIXED. KEEPS SAYINGYour changes have been received.Please allow 48 hours for changes to take effect. WELL NEVER TAKES EFFECT TO WHAT I CHANGED!

  

  Business Response

  Date: 12/19/2024

  Thank you for your inquiry.
  
  In order for us to further investigate your concern, could you please clarify what you mean by "Harley ******** Any additional details you provide will help us to resolve this concern.
  
  

• Initial Complaint

  Date:12/16/2024

  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.

  I purchased an item from H-D and when I received it I returned it for a refund. I used a **** ending in 9576. When I seen on my **** statement that my card had still not been credited I called and talked to someone. I called on a Monday and was told to call back on Friday that they were running behind . When I called back I was told that my credit of ***** was credited on another card ending in 7473 which is impossible since this was the first time I ever ordered from this company.I asked the person where you got the 7473 from and he couldn't give me an answer. Asked to talk to a supervisor but he wouldn't connect me to one.I received an email telling me that they concluded that the amount of ***** was credited to card ending in 7473 and to check my bank statement. I just want my money back.

  

  Business Response

  Date: 12/18/2024

  Thank you for your inquiry.

  Our **************** team has been in contact with you following your initial complaint regarding your refund. As discussed, please continue to work with your bank.

  If you do not receive your refund, kindly reach out to our **************** team for further assistance.

• Initial Complaint

  Date:12/12/2024

  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 particaped in a rebate program. I made my purchase 10-6-24. I called H.D. 10-9-24 and H.D. said they would email rebate. They never did. I spoke with two reps. at H.D. yesterday 12-11-24 for over an hour. put on hold serveral times and and was told the promotion had ended and they refused to honor their commitment.

  

  Business Response

  Date: 12/12/2024

  Thank you for your inquiry.

  A **************** Representative will be reaching out to address your situation.

  Thank you for your patience on this matter.