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Three Rivers Harley Davidson / Not honoring warranty

1 United States Review updated:

On 9-21-06 I was changing the transmission oil in my 2005 Harley Davidson motorcycle. While reinstalling the drain plug, a piece of the aluminum casting fell off. The plug showed no sign of being forced and it was not cross threaded. The plug was being hand threaded; absolutely no pressure was being put on the plug.

I took the bike to Four Rivers Harley Davidson (formerly Sills Cycle) in Paducah, Kentucky where I purchased it new in 05 (It has a 2 year warranty). Two mechanics looked at it as well as two service personnel. All four agreed it was a bad casting and would be covered under warranty.

Four Rivers has an employee specifically to deal with warranty claims. Her name is Jane (I do not know her last name). She called Harley in Milwaukee and spoke with a Paul Venus. He immediately denied the claim saying such a thing could not happen.

Later I called and talked to a John who said there was nothing else to be done because when a decision was made it was "set in concrete." I asked what Jane had told Paul Venus and it became immediately apparent she had not told him the entire situation. He had only been told the plug had broken out and not the other details of the event. Actually, the break was not in the plug, but a lip around drain hole.

I then had the part replaced by Four Rivers and paid for it in the amount of $1004.73. I am enclosing a copy of the receipt. I am also enclosing a picture of the broken part which shows the threads were not crossed.

In my opinion, it is very arrogant of Harley to say such a thing cannot happen and deny a claim without further investigation.

In my opinion, Four Rivers Harley did not give Paul Venus adequate information to make a credible decision.

In my opinion, the Harley Davidson warranty is not worth the paper it is written on.

I also question Harley not trusting their dealer to make such a call.

Paul Venus would not talk to me because he only talks to dealers. I told Jane to convey to him that If he would approve the claim, when it was done, I would personally mail to him the damaged part. He could have his engineers examine it and if it were determined by the engineers that it was any fault other than a bad casting, I would send Harley a check for the full amount. I never heard anything further from that offer.

Any communication with Jane was made by me. She said she called Harley several times concerning the issue but I have no verification of that. She never contacted me concerning the matter.

The claim reference number is 449713

Ev
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Comments

Ch
  31st of Dec, 2007
0 Votes

Please note this is Four Rivers In Kentucky not Three Rivers in Pennsylvania. it is labled wrong

Ca
  10th of May, 2008
0 Votes

I read with dismay the issue with your dealer in Kentucky (I am in California). I do not yet own a Harley Davidson but will shortly (2009) will purchase one. I take relationships with the dealership very seriously. My current prospective dealer I have been visiting for almost a year to determine whether or not they are worthy to receive my $21, 000 check. The jury is out.
With regards to you, speak with the manager, document your dicussion. Write a letter to Harley Davidson and document everything. This is important because if you take them to small claims court (you should consider this) you will have something to show the judge. Make your moves AFTER to have come to a dead end. This will not give the dealership time to document their side of the story.
I wish you well on this. Let me know how it turns out.

Respectfully,

Carl

Ka
  23rd of Jul, 2008
0 Votes

I would like a call from someone about the maintenance agreements. I spent $80, 000.00 with a dealer ship in Allen, TX and had the bikes for about 3 to 4 months. Sold the bikes to another dealership and NEVER USED THE AGREEMENTS. I would like my $5000.00 refunded; and can not get a strat answer from anyone. PLEASE HELP!!!
HARLEYS ARE THE BEST - BUT I FEEL LIKE TH DEALERSHIP IS NOT TAKING CARE OF BUSINESS.

Lo
  16th of Sep, 2008
0 Votes

I am going through a similar experience with a local dealer, Wildfire HD in Villa Park, IL. I purchased a 1998 Road King in June of 2007 and my motor broke in June of 2008. When I purchased the bike I also purchased the HD extended warrenty and was told that it would cover my bike from fender to fender.
Well it looks like the warranty will not cover the work because there was aftermarket items on my bike and the warranty people say that the aftermarket items caused my engine to break. Now trying to get this in writing from the dealer or the warranty people has been unsuccessful. My salesman, Tony, told me the warranty would cover my bike from fender to fender, so I purchased the protection, around $2200.00.
I have a 5 year note on my bike and the engine is still in boxes, thats where the dealership put it when I had it towed.

Paul would not talk to me either, and the dealership gave me the run around. Here it is Sept 16, 2008 and still no help from HOG, hd, or the dealer.

I just called Joe at Law Tigers and he wasn't much help legally so he suggested that I share my experience with others, so here I am... I own three harleys, and I have just sold one, one has its engine in boxes, the other is in the paper for sale. I just bought me a Honda Goldwing, and the dealership has been absolutely great with me. I love my bike and my new friends at the Honda dealer... I am now able to ride and have fun... I will not screw with another Harley...

Lou

Jo
  27th of Sep, 2008
0 Votes

I agree with everything that has been said! I purchased a Harley from Lexington, Ky, brand new in 2007. It was a road king classic. I paid it in full. I also had some custom things done to it before the bike even left the dealership. I had it lowered, and I had a different seat put on it. Keep in mind, this was all done by the dealership before the bike ever left. When I got it home, after a few rides, I noticed that when I washed the bike, for several days after the wash, I would get wet from sitting on the seat. The seat was holding water everytime it got wet. This is very inconvienent because I couldn't ride without getting my whole back side wet. My seat was under warranty, when I contacted Harley Davidson of Lexington. I first talked to Lori Tener. She told me that there would be no problem to fix the seat. It was still covered under the warranty. This was on a Wednesday when I talked to her. She told me to contact her the following Friday. So, I did. Then Lori told me that there was nothing they could do. Keep in mind that they hadnt even seen the seat yet, and had just told me 2 days prior to this that it shouldnt be a problem. I reminded her of this, and she actually hung up on me! I then got in contact with the Better Buisness Bureau. I explained the situation to them, and they got in contact with Harley Davidson. Harley Davidson called me back, and told me that they had heard from the BBB and to bring my seat up to Lexington to be sent off and fixed or replaced. They told me that I had plenty of time to bring it to them because I still had a full year left on my warranty. They said that it would take up to 3 weeks before getting it back because it was sent to Milwaukee, WI. After 3 weeks, I went to Lexington to get my repaired or replaced seat that they had promised me. When I got there, they told me that there was nothing they could do. They give me a cover to put over the seat when I wash the bike. HAHA! What a joke! Warranty doesnt mean anything apparently!

Je
  8th of Nov, 2008
0 Votes

I own a 20008 Ultra classic with 15000 miles on it I had a highly respected speed shop Custom performance in Phoenix, Az. put the Harley 103 kit in it. It started leaking oil thru to the air cleaner & out the exhaust in the form of a lot of blue smoke. It had a bad cam plate & pressure relief valve which Harley would not pay for because somebody other than Harley did not put it in. This is my second and last Harley. They are a real dog in the power Dept. and Harley knowes you will spend another 3 to 4 thousand to get adequate power. I am going to trade for a new Victory vision which comes with a 3 year warranty. I am getting the 110 which will give me 140 H.P. Harley's 110 comes to about 87 H.P. The whole point is the cam plate wasn't tampered with and Harley still wouldn't pay. There are a lot of us that have been screwed by Harley on Warranty. Consider it non-existing.

Tm
  18th of Feb, 2009
0 Votes

All of you need to understand one thing..You must document everything that is stated in your conversations with someone at the Harley dealerships...You must read your warranties before purchasing. Have an attorney look over it, if you don't feel competent enough to understand its language. I don't buy extended warranties. I feel if its built well enough their shouldn't be any problems..Most of you probably don't ride more then 5 to 7 thousand miles a year, which doesn't warrant an extendedwarranty...Your bike is covered bumper to bumper for 24 months...If it's going to be a problem, it will appear..Put money away, 100 per month on your own, and that should cover most problems if any, this will give you peace of mind...Any warranty is inflated...I have a dealership in Pittsburgh that is outstanding, any problems they fix...I had stated and had them put in writing my concerns about my bike, if any problems arrise...Get it in writing before purchase...If your concern is genuine and they won't put it in writing, don't purchase from them...Get referrals from them...Person who baught 10yrs. ago, 5 yrs, and most recent 1 yr...Talk to these people about your concerns..Believe me they will tell you if they have problems...Ask them if they will endorse the dealer in writing..That will tell you how sincere they are...Don't just buy the best price..Know who this dealer is...Check BBB, attorney generals office, see what organizations the dealership belongs to...When you purchase anything, these guidlines must be followed...Better to find out now then later...This procedure is only good if you really follow good common sense...Finally, join a H.O.G., harley owners group...If they have a strong organization, 50members or more, chances are they are legit...Ask the owner for HOG members names and numbers, call ten of them, and ask if they have had any problems, and remember, I truly believe, HOG members do get better service...If you have a problem as a member, you go to the leader of the HOG group, and he/she will help you in your particular situation...Guaranteed...God bless, any more problems, please feel free to contact me...Tbsca3@comcast.net T. McGill, very loyal Harley owner...Yeah HAH

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