Harley Davidson

Joseph Iparaguirre Saturday, February 08, 2020
11801 Pierce Street
Riverside, CA 92505

American Motorhead DBA
Biggs Harley Davison
1040 Los Vallecitos Blvd.
San Marco, CA 92069

On Wednesday January 29, 2020 I brought my 2020 Harley Ultra Limited to Biggs Harley Davidson in San Marcos, CA. I went into the Service Department to request the replacement or repair of the said motorcycle seat. I was greeted by the Service Manager Kieran O'Muircheirtaigh, hereafter Kieran. We proceeded to go back outside to look at the motorcycle together. I showed him the failure on the motorcycle seat. He immediately blamed me saying that I had a wallet in my pocket that caused the seat failure. I advised him I never carry my wallet and never have anything in my back pockets. (Due to misaligning of my back) He then blamed my chain that was in front of my pants. The chain doesn't even touch the seat. I advised him that I had the "Appearance Protection". He still insisted that it's not covered.
I then stated that then the seat failed and may be under California "Lemon Law' as the motorcycle is only three (3) months old. It's unreasonable to think that it isn't covered under the regular warranty. At that time, I asked him, "How can you know that all warranties are declined"? I stated that you are declining without even submitting the claim. I advised him that I guess I will have to file a lawsuit to have this resolved. Kieran told me to calm down and asked if I had the policy. I told him I think I do, but the policy was issued here at Biggs where I recently purchased my 2nd motorcycle. (2014 Ultra Limited Classic and 2020 Ultra Limited) I did have a copy on the motorcycle. I showed Kieran where it clearly stated that the coverage has "rip and tear" coverage. He then stated that the policy is for if the motorcycle is outside and gets sun damage. He insisted that it wasn't covered. I asked him again "Are you not going to submit a claim"? He then went back to the service desk and started to process the claim. In a short period of time he came back and told me that it will take 24 to 48 hours to get an answer. He said that he would call me.
On Friday January 31st, after the 48 hours expired, I still had not heard from Kieran. I called the phone number on my Appearance Protection policy. The person that I talked to stated that the claim was approved yesterday, confirming that it was in fact with Biggs Harley. I called Biggs Harley and asked to speak with Kieran, but was told that he was with a customer. The person that I talked to stated that the order for the seat will be placed in a couple of days. As of the date of this letter, I still have not heard back from anyone at Biggs Harley. I have had nothing but bad experiences with Biggs Harley's Service Department. When it comes to a claim, they don't want to deal with it. They only will if they get paid directly.
I had another incident with Kieran beginning on November 18, 2017 when I took my motorcycle in for repairs covered under my extended warranty. He told me that there were additional repairs totaling around $6, 000 that I should make. I authorized covered repairs and declined their recommendations. My motorcycle was returned to me on December 9, 2017. Interesting thing, on December 22, 2017 the motorcycle was returned to Biggs for repairs not completed correctly, (note that Biggs is the only dealer that I ever had to return my bike because the motorcycle wasn't repaired correctly) a whole new different list of repairs were recommended. I declined as I was never told that any of the items needed repair or replacement. I always keep my service up with other dealers. Even after that time none of the other dealers indicated any of the multiple repairs that the Service Manager stated at the time. I was discriminated against for not making the repairs. Biggs kept my motorcycle for nearly two (2) months. They kept coming up with multiple excuses as to why the work wasn't done. I never had any other dealer take so long. The longest was three (3) weeks for a major repair, but again not months. I didn't accept the $100 discount for the first service on my 2020 Harley. I distrust and despise the Service Department so much that I paid more for my service at another Harley dealer.
I am coming forward today so the public knows what is occurring at Biggs. I hesitated in purchasing the Appearance Protection policy because I had to bring my motorcycle to Biggs to keep the policy valid. I thought I shouldn't have a problem as it's not a mechanical issue, but I guess I was wrong.
With my first claim I already encountered a problem with Bigg's Service Department. They are eager to sell the protection policies but the Service Department does not stand behind them. I would like to keep the Appearance Protection policy. However, if I am going to continue to encounter false claim denials and long wait times for my motorcycle to be returned from claim repairs, I am officially demanding a refund for the Appearance Protection policy on my loan.
People like Kieran don't care that people like me that has been a customer of Biggs for over five (5) years. These are the people that drive away business from Harley and give the brand a bad name.
I hope to hear from you before I face off with someone in court and your name gets tarnished, win or lose. It's unconscionable that a customer has to go to court to get what they are owed after purchasing an overpriced protection package.
How long is Harley going to keep losing customers? I stopped investing in HOG as an investor and former Stock Broker. The company and the stock are very volatile. Harley is doing little to nothing to retain their customer base. Harley is losing out on new business from the younger riders. I see that they are also going to lose their loyal older riders if things don't change.
Respectfully,

Joseph Iparaguirre