Complaints

• Initial Complaint

  12/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Fort thunder did repair work on my transmission. They did not put my transmission back together correct, my bike does not operate like it's supposed to. They replaced my exhaust mounts without asking me and my exhaust fell off less that 4 miles from the business and broke into pieces, they told me they would fix all of this and now they refuse to do so. I was kicked out of the store and told not to come back. They sold me warranty that I'm now told will not cover my bike. They made my pay for a clutch that was supposed to be warranty work. I spoke to the store owner he told me tuff **** and I needed to find a new dealership. They destroyed my bike I've paid a lot of money and I need my bike fix.They sold me tire warranty and refused to honor it. I need what I paid them so I can have a real mechanic fix what yhe destroyed.

  Business response

  12/19/2024

  *** ****** did bring his vehicle into our shop to have multiple repairs completed. He purchased an Extended service plan and Tire and wheel coverage. 
  Transmission – *** ****** brough in his motorcycle for a noise. We assigned it to our master technician, and he found the main drive gear bearing failed causing the need to complete a transmission overhaul. It was completed to factory specs and test rode for quality assurance.  The work was covered under his ESP that he purchased.  *** ****** has put over 3,000 miles on the motorcycle and has not brought any issues to our attention regarding the transmission.
  Exhaust – *** ****** had called the shop phone exclaiming that he got a few miles south of the shop and the baffle on his exhaust had come out and gotten run over. We offered help in getting a new slip on for his bike if he could help us by looking into the heatshield to see if there was any stamping on his exhaust. We did not hear back from regarding the stamping as he was in possession of the bike, We offered several times to get his bike picked up and back to the shop to help, but he refused. We stand by our word and are willing to fix the exhaust, but we need information to proceed.
  ESP – the Extended warranty that he purchased has repaired his bike on multiple occasions.
  Clutch – When he experienced clutch issues, we explained that a clutch is considered a wearable item and is not covered by ESP.  At the time he understood and ordered an aftermarket one.
  Tire and Wheel – *** ****** has utilized his coverage for his motorcycle. But it only covers the rider from potential road hazards, not normal wear.
  Store – All communication with the guest has been cordial on the dealer’s side to find the best solution.  Every time the team has interacted with the customer, we have been met with behavior that is irate and rude when we are attempting to offer solutions.  He mentioned that he would take his bike elsewhere and we said we completely understand.

  Customer response

  12/22/2024

  
  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

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  wanted a stage 1 kit for my 19 softail Deluxe. Picked out pipes and an intake, was told by ****** id need a 450$ tune after, and they had a stage 2 kit on clearance.Called a month later when the pipes never came in to find out they were on permeate backorder,My 2nd and 3rd choices had *** discontinued, all in their 2024 parts catalog, found a 4th option that was a little more expensive but they pricematched for the trouble.06-11-24 Put them on, took it in for the tune, messed up an o-ring so asked them to fix it.Was told the 450$ tune wouldnt work with the pipes i picked. Itd be a 1400$ tune. To fix the **ring i was looking at 1700$ but it couldnt be tuned till it was fixed.06-15-24 They call me the weekend of the ride to say my *** was bad and all the repairs would be 2800$ and it was backordered to October of this year.Go up there to ask about it because it had no running issues before i swapped the parts, got their service writer ** who couldnt answer a single question, when i tried to clarify was told it wasnt her job to argue with me pretended i wasnt there, and then said to come back in 1 1/2 hours because the tech working on my bike who might be able to answer wasnt there but would return. Come in 30 min before they close, 1 1/2 hours later, and was told he is already gone. Then heard nothing back about it. ******* about selling the bike, because 5 breakdowns in 4 years and now with ****** miles im told the computer is dead. And was told if the *** was backordered they wernt interested at all. 1st was a pinched wire under the battery tray so the bike wouldnt start. 2. Rear tire blew out, was told must have hit something 3. Clutch and neutral sensor failed 4. Bike blew a forkseal in a parking lot 5. Ecm is bad and will need replaced When asking about the extended warrenty, was told it started in april 18, purchased jan 2020, was told warrenties run concurrent. Was contacted 2/24 about extending my warrenty that was about to expire

  Business response

  06/25/2024

  After reviewing the complaint, I went and did some research.  1. The tune our technician recommended is the tune that can be specifically done for your bike and the components that you installed on it.  However a simple flash to the ecm can be done but it is built for a wide range of stage 2 components and setup.  That is the tune that was mentioned to you, but I also saw that that specific tuner was not purchased.  As a dealer we like to give all options so the customer can make the best informed decision regarding his motorcycle. the latest option given to you was for a full dyno tune. 2.  The leak that was caused was a pinched o-ring on the pushrod tubes that was done when you installed the stage 2 motor upgrade.  the price to repair is $330.00 plus tax.  3.  Unfortunately with any parts orders we have no control of the manufacturing and availability, the only thing we can control is communication with the customer.  The faulty ECM is an electronic component and we can attempt to get one but it could be a challenge.  It is unfortunate that the manufacturer discontinued the first exhaust options you chose.  But we were able to find some that you could agree on and we discounted them for the hassle.

  As for the previous bike issues and ESP issues, those were not at this dealership.

  Customer response

  06/26/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  i was told this tune option was the only one that would work and the option i was told before buying the parts would be the 400$ option. After instal and taking to dealer they told me it wouldnt work and id have to use the 1400$ option. 
  I have a video of the bike running correctly after i installed the parts, this was taken sunday the 9th, it was then taken for service tues the 11th. It is less than 1 mile from my house to the dealer, although the oil leak was discovered after stopping at the dealer, it was running fine, i agreed for them to fix the oil leak before any work was done. They then said there was an issue with the intake and recommended repair which was agreed to over the phone, then the following sat they diagnosed the *** as bad and said the work i requested, a dyno tune i agreed to, couldnt be done because the bike was not running correctly. And the whole problem is i start this being told its 450$, after instal im told it will be 1400$, and after that as agreed to it was upped to 2800 thats nearly 7X what i went into this expecting. 
  

  so i have a running bike, i take it to get tuned, they fixed an oil leak and installed their tuner, and after instal said my *** was bad. At this point im willing to say they damaged it and are claiming its my fault or an act of god. 
  the Tuner is just Software, not a physically installed part. 
  

  most of the other issues with service were another dealer, the issues with mechanical are ongoing with harley-Davidson motorcycles. 
  
  their manager ***** contacted me after the complaint was filed, but this was just to clarify the complain
  Sincerely,
  
  *****************************

  Business response

  07/03/2024

  We have been in direct contact with ***************************** working on a solution.

  Customer response

  07/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  the solution reached over the phone was they claim to be able to get a new *** in stock at another dealer, so the wait would be less than 6 months, then calculating the bill it would be 1700$ instead of 2800 in repairs to replace the **** That they claimed a crack in the throttle body before the butterfly value (filter side, before the sensor) was the cause of the *** failure. Even though i can prove the bike ran perfectly after the parts were changed, so the assumption is the crack was already there and not affecting performance  

  so 1700$ for a bike in worse condition than when i brought it in, that id have to pay for a 2nd tuner license if i still wanted that work done, which i wont pay for, so when the bike was driven to the dealer for a tune, i will have to pay them and then trailer the bike to my house so i can revert it back to stock and be stuck with 2000 in parts i will have to sell 2nd hand for a loss  

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

• Initial Complaint

  03/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I got this motorcycle from the dealership and there was a fee for inspection and services to get the bike ready for sale witch by my complaints you can see it never was

  Business response

  03/29/2024

  The attached Repair Orders shows that the particular unit the customer purchased on 02/07/2023 was ran through our service department and work completed.  The reconditioning charge is a charge we have on all pre-owned motorcycles.  Any concern that **************** had was repaired if an issue arose.

  Customer response

  04/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********************* they charged all most 2000 to repair and preform any repairs to the bike and get it ready to sale as it was explained. If the repairs and inspection was done I would not had a problem with a brake switch and brake pad as these are one of to most important parts of the bike after being able to go is to safely stop. And the air filter that was rusted. And when changing the fluids the gear box having 6 Oz of fluid when it required ************************************************************************************************************* I feel this us just a way to get money from consumers with out doing anything that i was told the cost covered and as far as the repairs that were done I did get a two year warrterny that cost 600 from harley Davidson and I was asked when I dropped the bike off of I had one. So in closing inspection ect 8s before the sale and a warranty is what I paid for after the sale there should not have been any problems with the bike if there was a inspection for something as important as c the braking system that would be one of the first thing for safety and I had two problems

   

• Initial Complaint

  03/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  They picked up two bikes of mine, A 1959 and a 1972 around January 2023they called over a year later telling me that they couldnt work on these bikes, etc. Blamed it on a service writer moonlighting in their shop as a tech..which is a liability and the work was all done in their shopI have the work orderwhen I went to get the bikes, the 59 is all but replaced with anything but its original partsand the 72 is missing altogether!.I located my gas tank off my ******************************************************************************************************** any parts to my 72 that back because he was sold those parts.i did NOT agree to sell any of the parts of either bikes nor did I receive any money for themin order to get whats left of the bikes back they want us to sign a false documentthe police were called by me for documention and FORT THUNDER HARLEY DAVIDSON asked us to leave WITHOUT our bikesIm now out another grand for the certified master HD tech I hired to both tow and look/witness what they have doneI have over 200 documents, pictures and recordings to prove my story yet when a lawyer heres who it ****** back outthere are hundreds of us with these same types of experiences complaining to news channel 4 and RUMBLE ON corporate as well as HD themselves and still nothingI just want whats left of my bikes and to expose this chop shop in their service centertheir master tech ************************* (I have pics of him working on my 59) now has a criminal probable cause on him as of 3/15/23

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Beware of buying from Fort Thunder Harley in *********. I purchased a used trike from them over two months ago. (January 18, 2024) They have not been able to get a clear title so ownership can be transferred to me and so I can not get it tagged. And they cannot issue another temporary tag so it has to just sit in the garage! Every time I call, the response is I will get the title next week. Next week never gets here. The dealer should not have sold a vehicle without having a clear title to transfer to the purchaser. They should refund the purchase or trade me for an equilvant Harley that has a clear title.

  Business response

  03/20/2024

  As of 03/20/2024 ***************** was informed that the title finally arrived after a delay with Service Oklahoma.  The dealership in turn provided fund for the consumers TT&L and have the plate and registration available for pickup.  The consumer said he would be in to pick up the items on 03/21/2024

  Customer response

  03/21/2024

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

*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. ↩