Complaints

• Initial Complaint

  06/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Bought a new motorcycle in beginning of May 2024, I have been trying to get tags for it in another state, been in contact with dealership and owner with no resolve, it's been 30 days, no confirmation of title being sent DMV has no record of receiving it and dealer said it was sent, I was told there should have been a confirmation number associated with the movement of title. I have to pay to get extension or pay a fine, this dealership I think sat on the title and lied to me about its transfer. I will contact the NM Attorney Generals office as well as my state's AG as there is something very wrong

  Business response

  07/11/2024

  We submitted the title work to a company that specializes in out of state title work.  They have processed all of the paperwork for all of our previous out of state sales.  The customer was not patient and went to another Motor Vehicle company to process his registration.  We contacted the company and requested the documents be expedited and the customer had called us irate and would not work with us on resolution.  We contacted the out of state title work company and made sure we had sent them the correct check amount.   We continued the current process and the plate was received by the customer on Monday.  He received the plates a sales manager ***** **** reached out to him and he was happy.   Out of state title work process does take some time these days with protection for customers which requires more documentation and more patience which we try to explain to customers before they purchase from out of state.  This customer had a long trip planned and was concerned about his trip.   He also did not let us make his temp tag which we offered to do when his expired, he took it on himself to go to MVD and pay for another temp tag which we could have provided if he would have waited until the expiration date in order to create a new temp tag.    We apologized for the inconvenience several times.  

  Business response

  07/19/2024

  The customer has received his plates and I am not sure what else I can do to resolve, aside from offering an apology that it took that amount of time for him to receive his out of state plates.  

  Customer response

  07/24/2024

  [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. It is unsatisfactory to me as they haven't issued an apology or refund for the temp plates, I emailed the BBB in regard to this and i will close this out but will address  all my coalition, travelers friends and family about this business and the disregard for the customer after the sale. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  03/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a used motorcycle from harley davidson thunderbird and they didn't disclose any of the problems wrong with the motorcycle and I owned it for less then a month and it been in the repair shop more then it been with me . They lied about the condition of the bike and they won't contact me back even the they have my motorcycle it's been 10 days .

  Business response

  03/20/2023

  Mr. *****,

  I have read your complaint and am very sorry for any concerns you are having.  I have detailed notes of conversations you have had with my Sales Manager, ***** **** for the last 10 days.  I have communicated with my Shop Foreman, **** ********* regarding your concerns about the handle bars vibrating and as a Master Technician he is not able to find anything wrong with the motorcycle you purchased.  I know you were scheduled to come in on the 16th and meet with ***** and **** but weather was a factor.  I hope that we can work together to resolve your issues. 

   

  Thank you,

  *** *******

  General Manager

• Initial Complaint

  07/20/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a pre-owned motorcycle around 2017. I made my final payment on this motorcycle in May of 2022. We were informed we would receive our title two weeks after the final payment. Our title never arrived. So we called the bank. The bank informed me that Harley Davidson never sent them the title- that we would have to return it to Harley. So I did. Harley manager Aaron sent me back to the bank. The bank sent me back to Harley Davison and reiterated Harley NEVER sent them the title. Harley management then sent me to the MVD. Here is where we found out that the permanent tag we received from the dealership may have been to cover up fraudulent activity- as we should have never been issued a permanent dealership tag and informed me my motorcycle has NEVER been registered in the state of NM. This is surprising to us because we did pay for the license and registration for this motorcycle on the sale paperwork we possess. This has been not only a nightmare for me but has caused emotional stress for both myself and my wife. We have been given the run around over and over again. I had a buyer lined up to purchase the bike once I made that final payment and have since lost the sale because of the apparent fraudulent activity this Harley Davidson store may have been involved in regarding the sale of my bike. Aaron,, the manager, informed us that Harley Davidson dropped the ball and never retrieved the original title from the previous owner. This is alarming and devastating news to me as a consumer and the purchaser of this particular motorcycle. How can a business operate in this manner?

  Business response

  12/22/2022

  This is a Duke City Harley Davidson Issue that took place back in 2017.  Here at Thunderbird, we weren’t made aware of the issue until recently in mid to late 2022.  Duke City had to shut down in 2020 due to covid and all files were put into an offsite security storage facility.  As soon as we were informed of the issue, we contacted the facility to set up an appointment and searched through the boxes to locate what paperwork we could to try and get the process rolling again.  We did find copies of the forms that had been sent into MVD back in 2017 so I’m unsure what the issue was back then as to why it hadn’t been completed.  Unfortunately, it wasn’t processed and as we weren’t at Duke city and it no longer exist for us to see what happened, We’re trying to pick up in the middle of a situation and only have copies of form to go on.  We have contacted MVD on multiple occasions to see what we needed to do to get this resolved.  It has been a lengthy process on requesting documents from banks and other outlets associated with the deal and sending them into MVD.  After sending into MVD again this last week we were told we needed something else from the previous lender and have sent in the request and waiting on that paperwork to arrive so we can submit the forms to MVD once again to try and help this Duke City Harley Davidson customer out.  

• Initial Complaint

  07/15/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Since December 9,2021 me and my boyfriend *** ******* have paid Harley Davidson $1,879.28 ( service dates 12/9, 1/22, 3/17, and 6/24) and the motorcycle is still not fixed. Just this week, we had the bike there on Wednesday 7/13 for a free oil change because we complained… yet when *** went there to get the bike they informed him that there was yet again another issue with the bike and another $300 was owed….. we’ll *** raised his voice and complained so Jason in service and a manager offered to pick up the bike so they could fix it for free. *** drove the bike home, No one has contacted us to arrange this we have not heard from them. I have all my credit card receipts and will gladly furnish them to you……. Please get our motorcycle fixed!!!!!!! We want them to stick to their word since they haven’t been able to fix it yet.

  Customer response

  10/25/2022

  After I called the BBB on 8/24/22 I was able to communicate with Robert N****** General manager at thunderbird, via email. He agreed to pickup our motorcycle on 8/26 and they kept the bike and paid to fix it. It was returned to us on 9/19, however, I didn't receive any paperwork from thunderbird which I believe is not proper business behavior since all I have is an email as a "receipt ". 
  
  We would like for the complainant to remain open since in the past after thunderbird had worked on this bike, with in 30 days something else goes wrong. I will definitely ask our states attorney general to help if a future complaint is warranted.
  
  Thank you,
  ******* ****

*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. ↩