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:25/04/2025

  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 had this bike for a month and already have replacement parts being sent on a new bike...my main problem is the motor mounts broke and the welding on the frame has split apart making the frame twisted..belmonte bikes wants me to bring to a shop for welding then send them pics and receipt of the work done but can not guarantee me that they will pay for it...it's bad enough I'm getting replacement parts sent for a brand new bike but for the welding to be bad and belmonte not guarantee to cover the cost is ridiculous. I refuse to spend money on a month old bike when they sold me a sport bike with bad welding.I am submitting pictures of the broken welds also showing twisted the bike got..

  Business Response

  Date: 07/05/2025

  Hi ****,
  
  Thank you for reaching out and bringing this to our attention. Were sorry to hear about the issues youve encountered with your bike and understand how frustrating this must be.
  
  After reviewing your case, wed like to clarify that, as outlined in our Terms and Conditions, our warranty covers replacement parts but does not include labor or service fees. That said, we truly appreciate your patience and want to do what we can to support you.
  
  While were unable to guarantee full reimbursement for labor, wed be happy to help you find a trusted repair shop in your area. Additionally, if youre able to provide a valid receipt for the service, we can offer a partial reimbursement or discount as a goodwill gesture to help offset the cost.
  
  Our goal is to ensure youre back on the road safely and without further delay.
  

  Customer Answer

  Date: 14/05/2025

  Belmonte sent me to a welding shop already..I was told but the shop that the bike is twisted from these welds that broke and the motor brackets that broke..also with this happening the motor is now be thrown out of alignment..shop refuse to work on it as it has ****** the strength of the bike..I'll be happy with belmonte replacing the frame and motor *** any othet parts that was broken in this situation as it is covered under the warranty. 

  Business Response

  Date: 18/05/2025

  Thank you for reaching out and sharing your concerns. We understand how frustrating this has been, and we appreciate your patience as we work to support you.
  
  Based on the information youve provided and our teams assessment, it appears that a few key components may require attention, including:
  
  Passenger Footrest
  
  Engine Mounting Plate (Fix Board)
  
  Wed be happy to provide these replacement parts at no cost under your warranty.
  
  Our goal is always to make sure your vehicle is performing reliably and safely. Please feel free to reach us at **************  or ***************************************************************************************************** so we can finalize next steps and get your parts on the way.
  
  Thank you again for working with us were here to help.
  

  Customer Answer

  Date: 19/05/2025

  As the pictures show that this bike is not safe..cracked motor mounts.welding broke at the bottom of main frame,the motor splitting open and not to mention other things gone wrong that shows in the picture...this bike was bought brand new and all this happened in a month time..Noone should have to suffer spending more money on somthing brand new plus worry about my safety and others with a brand new bike..honestly, I should be able to switch this bike for another one I would feel safe riding..It seems as you're company can careless about you're customers safty..

  Customer Answer

  Date: 19/05/2025

  As the pictures show that this bike is not safe..cracked motor mounts.welding broke at the bottom of main frame,the motor splitting open and not to mention other things gone wrong that shows in the picture...this bike was bought brand new and all this happened in a month time..Noone should have to suffer spending more money on somthing brand new plus worry about my safety and others with a brand new bike..honestly, I should be able to switch this bike for another one I would feel safe riding..It seems as you're company can careless about you're customers safty..

  Customer Answer

  Date: 26/05/2025

  You have sent the same message last time..I'm not going back and forth with the same things..I have submitted numerous pictures and evidently belmonte bikes does not care about the safety of there riders..now I want a replacement bike!!! This brand new bike is paid for can not be on the road...

  Customer Answer

  Date: 02/06/2025

  Complaint: 23251772
  
  I am rejecting this response because:
  The bike is not safe for the road and there is motor issues..the bike is brand new and I sent numerous pictures everything going wrong with a month old bike..
  
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:22/08/2024

  Type:Delivery 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.

  Bike broke day after I received it. Then within 2 months of having it the frame cracked and the engine cracked. Bike is not drivable. Belmont bikes refuses to send a replacement.

  Business Response

  Date: 29/08/2024

  We apologize for the issues youve encountered with your bike. We understand your frustration and are committed to resolving this matter promptly. At Belmonte Bikes, ensuring customer satisfaction is at the core of our mission.
  
  To resolve this matter, we recommend that you ship the bike back to us. Once we receive it after inspection, we will promptly process a refund. Our customer service team is available to guide you through the return process and address any questions you may have. 
  
  Alternatively, our service team is committed and fully capable of fixing the ongoing matter. Please contact us at ************* EXT~2 or via email at *****************************************************.
  
  We appreciate your patience and understanding as we work to address your concerns. Our goal is to provide you with a satisfactory resolution, and we are here to assist you every step of the way.
  
  Thank you and have a great day!

• Initial Complaint

  Date:18/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 first purchased my bike from Belmonte March of 2022. It is a Baodiao Boom Cruise 250-7, not manufactured by the company but, distributed by them. Within the first hours of riding it, the engine seized. After taking it to a local shop and receiving new parts from the company the shop was able to get it running again. There was a manufacturing error with the gas tank and air intake for the fuel system. Something that could not have happened due to user error or extensive use since the bike had under 100 miles on it at this instance. Nonetheless I paid the shop for their time and service after waiting months to receive the proper parts from the company under my warranty. In September the LED display went out and no longer displayed my speed. This was a month after I received the bike back from the shop. The bike still had under 500 miles on it at this time. The company was unable to provide the parts at this time and presently, 14 months later. Most recently the bike was in the shop for 3 months due to electrical issues. The company could not provide a wiring diagram for the bike which increased time and labor resulting in a much higher charge for repairs.6 hours, $660. The battery on it is shot, and I found out 2 motor mounts are also broken which is troubling because I have not had any major accidents with the bike, it has fallen over once but from a standing position. This should not be enough to break 2 mounts welded into the frame of the bike.
  
  Overall the company can provide customer service but, their customer service lacks adequate resources and information because they do not manufacture the bikes or know enough about the products they sell. The bikes are not assembled or manufactured well which results in all types of costly and time consuming issues. I would highly recommend not purchasing from this company or ***** ***** ******. Even for a simple fix, parts are highly specific and take a long time to arrive or even become available.

  Business Response

  Date: 25/01/2024

  Hello,

  We hope this message finds you well. Thank you for bringing your concerns to our attention, and we sincerely apologize for any inconvenience you've experienced with your motorcycle purchase.

  After a thorough review of all available information, including warranty claims, it has been determined that our team has consistently operated in accordance with our terms and conditions. As stipulated in our terms, each vehicle is covered by a 1-year replacement parts warranty, and we are pleased to confirm that our team has diligently processed and covered multiple parts under warranty for your motorcycle.
  
  Here are the details of the warranty claims and their respective tracking numbers:
  
  Warranty Claim July 2022 | ********* **************************
  Warranty Claim Aug 2022 | ********* ******************
  Warranty Claim July 2023 | ********* ******************

  We are pleased to note that our team has successfully assisted you during each contact and covered several parts under warranty. Additionally, we have gone the extra mile by providing video tutorials and phone support to facilitate the installation process with the help of our virtual technicians.
  
  However, we understand that customer satisfaction is of utmost importance to us, and we value your experience with our products. If, despite our efforts, you are no longer interested in continuing with us, we are willing to make an exception. You may return the purchased item, and a refund will be processed promptly upon receipt of the product at our facility.
  
  To initiate the return and refund process, please ship the product back to our facility at the address provided below. Kindly ensure that the outer carton displays the Return Merchandise Authorization (RMA) number ******* to facilitate a smooth and timely processing of your refund. The refunded amount will be applied to the credit card on file.

  We appreciate your understanding, and should you decide to proceed with the return, we are committed to making the process as seamless as possible. If you have any further questions or concerns, please do not hesitate to contact our customer support team.
  
  Thank you for your cooperation, and we look forward to resolving this matter to your satisfaction.

  Customer Answer

  Date: 29/01/2024

  
  
  Complaint: 21164567
  
  
  
  I am rejecting this response because:
  
  I have yet to receive a part requested 14 months ago. 
  

  The LED display was never sent, and I did not receive a follow up at that time  

  I appreciate the support from the team and the efforts that have been made. For the most part customer service has been helpful.

  The issue stems from this bike being faulty by design and myself occurring costs and repairs that should not have happened from regular use. Especially such minimal use such as, the issue with the gas tank which occurred within 100 miles of using the bike.

  I will consider returning it and I appreciate the offer, it still requires a high cost to ship the bike back to the original location.

  if I am provided either the LED display or shipping for my return I will be satisfied  

   

   

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

  Business Response

  Date: 07/02/2024

  Hello,

  We are pleased to inform you that we have successfully processed a replacement LCD display for your motorcycle under warranty. The shipment is set to leave our warehouse today. See tracking details below.

  ******** ******* **************************
  ******** ****
  ******** ***** ****************************************************************************************************************************

  Thank you.

  
  

  Customer Answer

  Date: 09/02/2024

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21164567, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******** *****

• Initial Complaint

  Date:18/10/2023

  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.

  Ive purchased a Venom Fatboy 50cc Mini Chopper from Belmonte Ive purchased for my son in the end of May 23. We are having to consistently replace the tires on this vehicle and its a threat to my child. This the third set of tires requiring a replacing and this issue isnt a wear and tear matter since weve only had the bike for roughly six months. The tires on the bike are actually not rubber tires but are made of a polyurethane component which is illegal in the *******************. Im reaching out to Belmont Bikes to replace the faulty tires yet again or refund me for the bike completely. If this matter is not handled fairly,

  Business Response

  Date: 23/10/2023

  Dear *******************,
  
  I hope this message finds you well. We sincerely apologize for any inconvenience you have experienced and appreciate the opportunity to address your concerns. Upon reviewing your case, we wanted to provide further context regarding the tire issue you have encountered with your chopper.
  
  Upon your initial contact in June, we promptly addressed your concern by warrantying the tires and shipping them to your doorstep with *** Tracking# 1Z8FX6901204280298, at no cost to you. As you are aware, tires are considered wear and tear items and are typically not covered under warranty. Despite this, we still went out of our way to accommodate your request, demonstrating our commitment to excellent customer service.
  
  However, when you recently approached us with the same tire issue after three months, we requested pictures to assess the condition. Regrettably, the evidence indicated that the wear was not due to normal usage, but rather, it appeared to be the result of excessive strain caused by burnouts with the chopper. Given this situation, it became difficult for us to extend warranty coverage for the tires, as the damage was not attributed to regular wear and tear.

  Nonetheless, in our sincere effort to assist you, we extended a 50% discount on replacement tires as a goodwill gesture, but we acknowledge that this did not meet your expectations. We understand your dissatisfaction with this resolution and genuinely regret any disappointment or inconvenience it may have caused you.

  We value your business and remain committed to resolving this matter to your satisfaction. If you are still interested in availing the discounted replacement tires or wish to discuss this matter further, please do not hesitate to reach out to us. Our team is ready to assist you and ensure that you are provided with the necessary support.
  
  Thank you

  Customer Answer

  Date: 27/10/2023

   
  Complaint: 20748040
  
  I am rejecting this response because this is clearly not a wear and tear and tear issue with the bike.  We only had this bike for 5 months and had to change ties twice.  Your company is clearly trying to make false accusations to avoid paying for new tires or buying he bike back.  As per your initial statement which read that the tires are wearing out due to wrongful damage as is absurd.  First off, a CHILD bike which has only 50cc cannot do burnouts because it doesnt have enough power and torque.  If your company can send me a video, Id love to see that myself.  Secondly, you employee named ************** has only extended a 25% discount towards the purchase of new tires.  I am absolutely mortified with the lies and Ill mattered gesture this company has shown me during an issue thats clearly a hazard to children/people who purchase products from them.  Id like the company to take back the faulty item they sold me and refund me back.  Looking through the countless complaints made towards this company on the BBB website is shocking!
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 06/11/2023

  Please be aware that tires are considered a wear and tear part, and their lifespan can vary based on various factors including usage, terrain, and maintenance.
  
  We want to emphasize that our team has already taken proactive steps by providing you with free replacement tires under warranty 3 months ago. Although we are unable to extend the warranty for tires again, we would like to assist you further in resolving this matter.
  
  In an effort to assist you further, we would like to offer you a 50% discount on replacement tires for your 50cc mini chopper. We hope this gesture demonstrates our commitment to your satisfaction and helps alleviate the inconvenience you've experienced with your tires. To take advantage of this discount, please don't hesitate to contact our customer service team by calling ************** or by replying to our email.

  Thank you
  

  
  

• Initial Complaint

  Date:24/08/2023

  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 bought a 2022 Venom E-X20 on 5/19/22. Within 1 week I sent an email w/ the screen glitching. A month later my circuit breaker burned & melted the wire connecting it. I reached out asking for a new circuit breaker/wire. People responded about the display glitching, but not about a new circuit breaker/wire, which is what I needed, & still under warranty. was out of town for work Aug 2022 to June 2023. My brand new bike only ridden for 2 months sat in my garage the whole time. I reached out again about the melted circuit breaker/wire in Feb & got no response. I reached out again in April 2023 & they chatted w/ me to "troubleshoot" the issue, but STILL the part (under warranty) was still never sent to me. I came home and in July I charged my bike to go for a ************ was a strong odor. I went for a ********* crapped out & I had to push it home. I took it apart & troubleshooted w/ ****. I then asked to speak to someone who could make return/refund decisions because I was tired of going round & round w/ no real results. I spoke with ***** in cust serv who promised he would honor whatever part it was as if still under ************* would be 100% free -I would only pay for shipping that would be about $25, & they would give me a credit on a service repair. Then we found out all 6 batteries had melted & then said I'd only get a 50% discount, then 40% discount then raised it to 50% discount again & I had to pay $400. A part that burned up on a brand new product THEY sold ME lead to the ********************* of the batteries & if they would've sent me the part I repeatedly asked for, maybe this wouldn't have happened. They sent my batteries & forgot the circuit breaker/wire. I asked again & they sent the wrong type of wire. I also asked to speak w/a higher up 2 weeks ago & they're completely ignoring me. You don't tell a customer it will be free, then only 50% off & they should be so excited & grateful to pay another $400 after spending $2k. It's just so unprofessional.

  Business Response

  Date: 05/09/2023

  Hello ******

  We hope this message finds you well. We appreciate your feedback and take customer satisfaction seriously.
  
  After receiving your complaint, we thoroughly reviewed your file to gain a better understanding of the issue. It came to our attention that there are certain factors that were not mentioned in your complaint which we believe are important to consider.

  Upon reviewing your case, we found that you initially reached out to us on August 2, 2023, approximately one year after your purchase on May 19, 2022. You reported issues with the batteries of your electric motorcycle. We requested pictures of the electric motorcycle and the condition of the batteries. The images provided to us revealed that the batteries were not only rusted but had melted together. Further inquiry revealed that the motorcycle had been stored outdoors without any protection for an entire year while you were abroad, exposing it to various weather conditions. It's essential to understand that typical wear and tear and damage due to negligence are not covered under warranty.

  Despite this, we wanted to provide assistance to resolve the issue. We went above and beyond by offering to replace the batteries at a 50% discount, even though it was not covered by warranty. You expressed your agreement and gratitude for our support at the time, and we promptly shipped the replacement batteries to you.

  Subsequently, we offered additional help by proposing a FaceTime session to guide you through the installation process step by step when you encountered difficulties. Regrettably, you declined this offer and have since raised concerns about our company's involvement.

  Our primary aim is to assist and ensure customer satisfaction. If you are still experiencing difficulties with the battery replacement, we remain committed to resolving the issue. Please reconsider our offer for a FaceTime session, as this would allow us to guide you through the installation process and address any concerns you may have.

  However, if you find it untenable to continue working with us, we respect your decision. In that case, we kindly request that you return the product to our facility, and we will process a refund in accordance with our return policy.
  
  We genuinely value your business and want to provide you with the best possible support. Please reach out to us via email or phone at your earliest convenience to let us know how you would like to proceed. We look forward to finding a mutually satisfactory solution to your concerns.
  
  Thank you for your understanding and patience.

  Customer Answer

  Date: 11/09/2023

   
  Complaint: 20517978
  
  I am rejecting this response because:
  

  You're lying. I contacted the company within weeks of purchasing the bike regarding electrical issues - please see the attached communication. Also, I have NEVER kept my motorcycle outside and every customer service representative that I've spoken to knows that. I've mentioned I keep the motorcycle in the garage - which is why when I smelled the electrical issue, it stunk up my entire house. The only time I sat my motorcycle outside for the night was after having the burning smells in fear of it burning up my house while I sleep (It was also completely covered and please see that communication attached as well). The other thing you're not being honest about is when have I received a FaceTime video offer? Please show me that communication? I'm still having an issue of not receiving the wire that I need that goes to the circuit breaker which I've communicated multiple times to your employees, so I've still been unable to ride my bike since receiving the new batteries. I've also asked to speak to a higher up, which still hasn't been facilitated. I was NOT pleased with having to pay $400 for new batteries, and I was NOT completely satisfied with that. I actually audio recorded that conversation with your customer service rep, and that recording would show that NO, I was not satisfied with this, and in fact I told ***** that I wasn't done with this, and I would like to speak to someone higher up. I also asked your employees for a refund or a return on the bike multiple times and that was denied as well. This response is a lie, or it's from someone who actually doesn't know all the information or who has been given false information. 
  Sincerely,
  
  ****** East

  Business Response

  Date: 26/09/2023

  Please refer to the attached document.

  Customer Answer

  Date: 04/10/2023

   
  Complaint: 20517978
  
  I am rejecting this response because:

  There's nothing additional they're doing on their end. I finally got to speak to another person "higher up" but he's not going to do anything either. He's the original person who told me it would be free, but he's not honoring that either. I spoke with them over the phone and this guy wasn't even aware that I still hadn't been sent the correct parts. Like just because I go out and spend money and buy the correct parts and NOW the bike works, isn't a good job on the company!!! Yes, the bike works, but the company hasn't sent me the correct parts still.....and I asked for literally anything additionally that they could do for me, but they said they can't. I even mentioned how they were going to give me a service credit if I took it to a motorcycle shop to fix it, and could they just give ME what they were going to give for the shop since I'm the one who went out and bought the tools and fixed it. They said they need a shop's service ticket and I was going to go get one, but it just seems pointless. They aren't wanting to give me anything extra for this. Just a bad business, ran poorly, bad products, bad communication, etc. I'm just chalking this up to a life learning lesson. 

  
  Sincerely,
  
  ****** East

• Initial Complaint

  Date:25/04/2023

  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 200cc ninja Wasp motorcycle from this company advertised as brand new. When it arrived 1 month later, the motorcycle rode well for about two weeks then started making noises and cutting off. I immediately contacted the company who in turned told me to send videos of issue and explain problem. Which I did, the problem continued and the bike stopped starting all together. The company was very unhelpful in the whole process refusing to refund my money even after it was obvious that the motorcycle was defective at time of sale and I took it to a few mechanics at the companies request because per the service department they do not come out to diagnose only provide parts by mail. So that also cost me extra money. This company is unprofessional and rude.

  Business Response

  Date: 02/05/2023

  Hello,

  We would like to express our sincerest apologies for the inconvenience caused by the issues you experienced with your 200cc Ninja Wasp motorcycle. We have thoroughly reviewed all the available information, including warranty claims, and have concluded that our team has acted in accordance with our terms and conditions.

  As per our terms and conditions, we provide a 1-year replacement parts warranty with each vehicle. In your case, the replacement parts were ordered from your mechanic and shipped to you under warranty, at no additional cost, with tracking number ***************. If the parts that were recommended by your mechanic did not resolve the issues you are experiencing, please provide us with a video of the issue. Our team of professional mechanics will diagnose the problem and provide you with new parts, if necessary.

  If you are no longer interested in working with us, we will make an exception for you to return the motorcycle for a refund. Please ship the product back to our facility with **** ****** clearly displayed on the outer carton. Upon receipt and inspection of the product, a refund will be applied back to the credit card on file.

  Once again, we apologize for any inconvenience caused and appreciate your understanding. If you have any further concerns or questions, please do not hesitate to contact us.

  Sincerely,
  The Belmonte Bikes Team

  Customer Answer

  Date: 02/05/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19979577, and find that this resolution is satisfactory but I would like Belmonte bike Company to pay for the shipping cost to return the defective item since I have already had to come out of pocket hundreds of dollars on useless mechanical repairs that had no effect on fixing the problem that this company told me would indeed fix the problem. Upon receiving shipping information I will indeed return the bike for my full refund and be done with this matter.
  
  
  
  Sincerely,
  
  
  
  ********* ******

  Customer Answer

  Date: 10/05/2023

  
  
  Complaint: 19979577
  
  
  
  I am rejecting this response because:

  Hello I issued a complaint against Belmonte Bike company and they responded with an offer to refund my money if I shipped the bike back to them but my response was that I do not believe I should be responsible for the shipping cost which is substantial from a residential area for such a large item when the company sent me a defect item and my mechanic will verify the motorcycle is defective and cannot be repaired at no fault of my own. I had to put out a lot of money to try to get the bike repaired and looked over to find out it was not repairable. I never received a follow up response from the company but received an email saying the complaint was resolved which it is not. 

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

  Business Response

  Date: 17/05/2023

  We appreciate you taking the time to share your concerns with us, and we sincerely apologize for any inconvenience you have experienced with your recent motorcycle purchase.

  In order to resolve the matter promptly and to ensure your satisfaction, we kindly request that you return the motorcycle to our facility. Please find our facility address below

  ******** *****
  **** ******* ******
  ******* *** ******

  To streamline the return process and to expedite your refund, please adhere to the following guidelines:

  1) Package the motorcycle securely: Ensure that the motorcycle is packed safely and securely to prevent any damage during transit. We recommend using the original packaging materials, if available, to provide adequate protection.

  2) Include all relevant accessories: Please include any accessories, parts, or documentation that came with the motorcycle originally. This will help us assess the situation more accurately.
  

  3) Provide a copy of the purchase receipt: To facilitate the refund process, kindly enclose a copy of the purchase receipt inside the package. This will help us validate the purchase and initiate the refund swiftly.
  

  4) Insure the shipment: We recommend insuring the shipment to safeguard against any potential loss or damage during transit.

  Once we receive the returned motorcycle and complete our assessment, we will promptly initiate the refund process.

  Thank you!

  Customer Answer

  Date: 17/05/2023

  
  
  Complaint: 19979577
  
  
  
  I am rejecting this response because:

  The company should be responsible for the return and shipping of their defective product as it was no fault of mine that it is In this condition. I have put unnecessary expense into trying to get the motorcycle cycle towed back and forth to the mechanic And the labor cost for the diagnostic and replacement of parts.
  
  
  
  Sincerely,
  
  
  
  ********* ******

• Initial Complaint

  Date:15/10/2022

  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 2021 Venom Thunder 125cc dirt bike from Belmonte Bikes on Oct. 3 2022... order number ****. I called to inquire about a charge of $31.63 for something called ROUTEINS70. I was told it was extra delivery protection. I didn't see the need for it so the rep told me he would remove it. It has not been removed. I received the dirt bike Fri oct. 14. The site claims the bike comes 80% assembled... It was closer to 30%. Took no issue with that... because i actually felt safer having it done. Today 0ct. 15 the bike is complete... yet it will not run with the "choke" on. Looking into the issue... it is a problem that is common with low quality bikes made in China. ***** *********** says this bike has been in the works prior to 2021... and was made available to the public in 2021. So I took a chance. I called Belmonte Bikes and spoke with someone named ***** in customer service and was told all sales are final. ***** was speaking politely, yet was very rude. I have the recorded conversation. Is it a fact that a company can sale a brand new vehicle that doesn't work properly and not take it back?

  Business Response

  Date: 16/10/2022

  Hello,

   

  This customer purchased his dirt bike from us on his own and without any contact with our sales team. He specifically added extra protection on his own to protect his shipment during checkout and then changed his mind after his order shipped out. As a courtesy we already refunded him the $31.63 he is mentioning. See attached proof. **** has paid a total of $1299.99 which is how much the dirt bike costs.

   

  **** is having user error on how to assemble his dirt bike and turn it on and will not let our team assist him. He just threatens our team with reviews, lawyers, and *** claims and will not let our technicians speak to him to assist him on how to power his dirt bike. If he does not know how to use tools then why would he not let our team assemble the product for him?

   

  **** is having buyers remorse and is making up fake issues to return his product. At this point it is best to have him return it to us.  Please let him ship the product back to our facility below and we will process a refund

   

  BELMONTE BIKES

  6820 MCKEOWN DRIVE,

  GREELY, ON, K4P1A2,

  CANADA

  Customer Answer

  Date: 18/10/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because: I have the recorded message. They were told that the bike shuts off when the choke is disengaged. This is a common problem that they are aware of. Never threatened to contact a lawyer. They suggested I made a fake claim and refused to have the issue resolved. So now I will contact a lawyer... for slander. I have dealt with the *** in the past. Not once have I made nor been accused of making any false claims. My creditability can now be in question due to such a statement. I attached the conversation that I had on Oct. 15. Also I contacted Belmonte Bikes before my item was shipped to have the "ROUTEIN" removed. I am a disabled veteran who served my country well. I am tired of  so called business taking advantage of  people and then lying when called out. 
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 24/10/2022

  Hello,

   

  Please return the product for a refund.

   

  Thank you

• Initial Complaint

  Date:12/08/2022

  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 125cc motorcycle on 06/17/22 from Belmonte bikes ltd. It was delivered on 06/29/22. I contacted them on 07/08/22 to inform them I wanted to send the bike back for a full refund. It clearly states on there website that you are able to do so within the “warranty period”., you have to pay for shipping and a restocking fee and I’m fine with that. I’ve sent email after email, called numerous times only to be put on hold or them not to answer at all. I just want to send the bike back and they are ignoring me for whatever reason. All I need is for them to provide me with an “RMA” number so I can ship it back and I need them to send a cancellation letter to “uown leasing” the finance company so the bill don’t keep racking up with them. Please help me with this matter. I have pictures of dates and times I have sent emails and have got nothing in return I can attach if need be.

  Business Response

  Date: 23/08/2022

  Hi there,

   

  Thank you for bringing this to our attention.

   

  After further review, our Service Team has contacted ******* ********* and initiated an RMA number.

   

  ******* ********* and the Belmonte service team are both confident a simple carburetor swap will have her riding again. ******* ********* has decided to work with our Service Team on the issue she is experiencing with her motorcycle, and parts have been sent under warranty to get her up and running again.

   

  I hope this matter has been resolved, please give us a call at ************** if you require any further assistance.

   

  Thank you!

  Customer Answer

  Date: 23/08/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:
  
  They make you ship the bike to Canada and pay a restocking fee that is outrageous. This is ridiculous.
  
  Sincerely,
  
  
  
  ******* *********