Complaints

This profile includes complaints for Venom Motorsports Canada/ USA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Venom Motorsports Canada/ USA

  2481 Kaladar Avenue Unit 103 Ottawa, ON K1V 8B9

  
• 

  Venom Motorsports Canada/ USA

  1380 S Caldwell Cir Anaheim, CA 92805-6408

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:07/06/2025

  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 ordered a motorcycle from this company. I paid for a fully assembled and tested bike. This bike will not start. They delivered a motorcycle that does not run. I called and they said they would find a local motorcycle shop and call me back. They never call me back.

  

  Business Response

  Date: 18/06/2025

  Hi *******,
  
  Thank you sincerely for taking the time to share your feedback. Were genuinely sorry for the frustration youve experienced, and we truly appreciate the opportunity to make things right.
  
  As soon as your concern came to our attention, our team took immediate action. We contacted you the same day, walked through step-by-step troubleshooting over the phone with one of our technicians, and when that didnt resolve the issue, we promptly escalated the matter to our management team, as requested.
  
  We then went a step further by locating a nearby service shop that could assist all with the goal of getting you back up and running as quickly and smoothly as possible.
  
  When that still didnt meet your expectations, we made a one-time exception to our standard policy and offered a full refund with the return of the item. However, as of today, we have not yet received the product back.
  
  We understand how important it is to feel supported when things dont go as planned. Our commitment remains to resolve matters with fairness, empathy, and care and were still here, ready to help you either complete the return or continue assisting in getting your unit back on the road.
  
  Please let us know how youd like to proceed.
  
  Thank you.

  Customer Answer

  Date: 18/06/2025

  Complaint: 23438691
  
  I am rejecting this response because:
  
  The company says that they provided me with an option for repair. After waiting weeks for an option they sent me to a repair shop that would not actually work on the bike see attached screen shots showing the company they recommend and then when I contacted the company they advised they do not work on motorcycles and would not do the repairs. The company is actually unwilling or unable to provide options for repair. I am under a sales contract where I purchased a fully assembled and tested bike. I paid for insurance for the shipping. I was provide a non working unit. I gave them time to find a mechanic in the area to work on it and again they were unwilling or unable to provide an option. I am happy to give back the unit however they are adding conditions that will cause me to incur costs. I already paid $312 to have this motorcycle registered to me. They said they would give me a refund if I package the unit on a skid which I will have to purchase and additional packaging demands as well as shipping it back to them. Bottom line is they are unable to fufill their end. The correct resolution is a full refund without conditions, venom can have the motorcycle but they have to come get it from exactly where they dropped it off. With no cost to me. Or they can deliver a working motorcycle and take this one. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 26/06/2025

  Thank you for taking the time to share your experience. Were truly sorry to hear about your frustration and understand how disappointing this situation must be.
  
  That said, wed like to clarify a few important points to provide better context:
  
  Our team has remained responsive throughout and has made every effort to assist, including sourcing a local repair shop in your area. While one of the recommended shops unfortunately declined the service, we are still more than willing to help locate another option if you're open to continuing the process. Weve successfully coordinated similar repairs for many customers and remain committed to doing the same here.
  
  As an online retailer, we rely on third-party repair providers, which means successful coordination depends on clear communication and cooperation from all parties involved. We do our best to manage this process, but it requires mutual effort.
  
  While our policy states that all sales are final, weve made an exception in your case and have offered a full refund should you decide to return the unit. We simply ask that the item be properly packaged and shipped back via standard freight, in compliance with industry safety standards.
  
  We also want to clarify that any registration fees, insurance costs, or related expenses are managed by the *** or local authorities and are not collected or controlled by us directly.
  
  Please know that our intention is not to create obstacles. We're still here and ready to helpwhether by coordinating further repair efforts or moving forward with the return option we've extended.
  
  Let us know how you'd prefer to proceed.
  

• Initial Complaint

  Date:09/05/2025

  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.

  Purchased a Venom Kodiak 200cc atv from this company with a full install and exception completed. The *** was delivered 5/7/2025 and was already showing sign of improper equipment. I had my neighbor who is a mechanic for the army look at it because it kept stalling. one break isnt working thechain was one too tight and he said if seem to have a kill switch that he cant locate that it causing the atv to stall every 20 mins. i have a 3 year warranty bug he fear thw pieces are the problem very low quality. i feel like this company being a online company misrepresents their items and i have no faith in their tech team to resolve the issue since it was the same team that sent me this item in this conditions. I purchased this item for my daughter birthday and i dont feel safe giving it to her.

  

  Business Response

  Date: 12/05/2025

  Thank you for reaching out to us and bringing these concerns to our attention. We sincerely regret to hear about your experience with the Kodiak 200cc ATV, particularly given the importance of the purchase for your daughters birthday. We understand how disappointing this situation must be.
  
  Upon reviewing our records, we did not receive prior communication regarding these issues. Nonetheless, our technical support team is readily available to assist you in resolving the stalling, brake, or chain tension concerns. If your neighbour is a mechanic, we would be more than willing to collaborate with him and provide detailed, step-by-step guidance to address these matters effectively.
  
  We are committed to standing behind our products and ensuring our customers feel fully supported. If you choose not to proceed with troubleshooting, we can also facilitate a return. To be eligible for a refund, please arrange for the unit to be shipped back to our facility. Upon receipt and inspection, we will initiate the refund process.
  
  To proceed, please contact our support team directly at ************** (EXT 2) or email ******************************************************* Our team is prepared to provide the necessary guidance and assistance to reach a satisfactory resolution.
  
  Thank you for your patience and for giving us the opportunity to address this matter.
  

  Customer Answer

  Date: 13/05/2025

  Complaint: 23308360
  
  I am rejecting this response because:

  You sold me a defective atv and want my neighbor to do the free labor you refuse to pay for. The *** was shipped to me damage and unable to run more than 20mins. You will have to process that shipping ill be more than happy to make sure it gets picked up. we need to start the process for the refund i need to replace the atv for my daughter bday. You have a trend of doing this to your customers. 

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

  

  Business Response

  Date: 21/05/2025

  Thank you again for reaching out and for giving us the opportunity to address your concerns.
  
  While our standard policy states that all sales are final, weve made a special exception in your case by offering a full refund something we very rarely do. If you choose to proceed, youll simply need to return the *** to us using your preferred shipping method, and well issue the refund once its received and inspected. We hope youll understand that by extending this exception, were also absorbing the original cost of shipping the *** to you. We believe this is a fair and reasonable resolution, and were happy to offer it in the spirit of resolving the situation amicably.
  
  As for our earlier suggestion of asking a neighbor for help that was intended as a friendly, practical option based on your unique circumstances, not as a substitute for professional service. We would never expect or encourage unqualified individuals to perform technical work. That said, *** ownership does require a maintenance plan, whether through personal know-how or access to local support. Like any motorized vehicle, its important to routinely inspect, tune, and maintain components to ensure safe and reliable performance.
  
  While our warranty does not cover labor costs, we are providing all necessary replacement parts free of charge and remain committed to helping you get your *** back up and running. Our team is here to support you throughout the process.
  
  If youd like to proceed with the return under the exception weve extended, or if you prefer to continue with repairs, just let us know. Were here to help either way.
  
  Thank you.
  

  Customer Answer

  Date: 23/05/2025

  Complaint: 23308360
  
  I am rejecting this response because:
  I paid your company to build and run expectations on the ***. So liability to the defected product is to the company. when i received it, it didnt work. I paid for the warranty and the shipping protection and yet i received a product that one day one was not operational. So no I will not be paying to ship it back. Free shipping is something you advertise you cant force me to pay for a return product that if your company had any pride in your work, you wouldn't have let something that wasn't up to working be sent to a paying customers. 
  
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:02/05/2025

  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 purchased a ****** from this company. the called told me the one I wanted was out of stock. told me they had another gocart but different color. I paid to have the gocart put together and tested before shipping it to me. upon opening the gocart I find that it was already used, there was gas in the tank, multiple things were broken or missing, the title was signed twice and ripped. there was a note crumbled in with the papers that read the gocart was broken. upon inspecting the gocart further it was apparent that this gocart was inoperable. I have reached out to the company with no effort from there part to remedy this situation. I paid alot of money to have it put together and working.

  

  Business Response

  Date: 06/05/2025

  Thank you for contacting us and bringing your concerns to our attention. We sincerely apologize for any inconvenience you may have experienced with your recent go-kart purchase and appreciate the opportunity to address the matter.
  
  The presence of a small amount of fuel in the tank is a standard part of our Pre-Delivery Inspection (PDI) procedure. Each unit undergoes thorough testing prior to shipment to ensure all systems are functioning correctly, and a minimal amount of fuel is added solely for this purpose.
  
  With regard to the documentation, we acknowledge your concern and remain at your service to assist further. Our records reflect previous communication noting the absence of certain paperwork; however, we have not yet received photographic evidence to support the issue described. Kindly provide clear images of the documents in question so that we may promptly review and assist you accordingly.
  
  Furthermore, we note that a return request was approved for your order, though the item has not yet been received at our facility. Should you decide not to proceed with the return, our technical support team remains available to provide assistance with any operational matters or troubleshooting needs you may encounter.
  
  We appreciate your patience and cooperation, and we remain committed to ensuring your satisfaction.
  

  Customer Answer

  Date: 06/05/2025

  Complaint: 23280236
  
  I am rejecting this response because:
  
  i have provided sufficient evidence and videos to your team to show this go cart is inoperable. i have called many times and requested your team call me at a convenient time to which my request was ignored. you need to let me know the arrangements you have made to pick up your broken merchandise and get me my refund. I am disgusted that I have to corresponde through a third party to simply get information. please let me know when you will have the go cart picked up and when I should look for the refund. 
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 07/05/2025

  Thank you for your message.
  
  We would like to respectfully remind you that approving the return of your unit was granted as an exception to our standard policy. As clearly outlined in our Terms and Conditions, all sales are considered final. However, in the interest of customer satisfaction, we agreed to accept the return provided it is shipped back to us using your chosen method and at your own expense.
  
  Once the go-kart is received and inspected at our facility, a full refund will be promptly issued. We believe this approach is fair, as we are already absorbing the original cost of delivering the unit to you.
  
  That said, our team remains fully committed to assisting you. Should you decide to keep the unit, we are more than willing to provide technical support to ensure the product functions as intended. If you still prefer to proceed with the return, you are welcome to arrange shipment at your convenience.
  
  We appreciate your understanding and cooperation, and we are here to help however we can.

  Customer Answer

  Date: 08/05/2025

  Complaint: 23280236
  
  I am rejecting this response because:
  
  i will not be responsible for sending back the gocart when it was your company who falsely sold me a used broken gocart. Not only did I pay to have it put together and inspected by you, it was on your company for this issue. if you are not going to make the arrangements to get your product and get the refund I am owed then I need you to provide the information for my attorney to send paperwork/court information. I will also be requesting the information and documentation of who and when it was inspected. I have the title and the additional paperwork showing this gocart has been used/returned for the same issues. I would prefer this to stay out of the courts but I purchased a product from you that was believed to be new. This is your company's mess up. please come get your gocart and get me the refund I have been requesting. I am disgusted with this company and will not be keeping or purchasing from this place again. 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:10/04/2025

  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 ordered Venom X20 125CC motorcycle from Venom **************** through their sales agent ***** on March 17, 2025 and paid $2,256.25 through Affirm Financing. I received the motorcycle on March 28, 2025. When I tried to get it insured so that I could register with DMV, I found out the model No. of this specific motorcycle was not showing up in database of the insurance companies since that model was not registered by manufacturer. I contacted five different insurance companies and all of them refused to insure. Only one company agreed to insure on a different model number which was a 250CC. The *** agent also refused to register it because its VIN was not getting verified and he told me the same thing that only 250CC is showing up for Venom Motor Sports. I contacted Venom Motor Sports on April 4, 2025 and asked them to help me to get it insured and registered but they did not. I sent them email on April 5, 2025 to initiate refund. They refused me that their sale is final. I told them that the motorcycle is useless for me if I am not able to get it insured and registered with DMV and can not drive it on road. Venom Motor Sports agent ***** contacted me on April 9, 2025 and said that they can accept return if I ship the motorcycle back to them. I told him I am a customer and I work 8 to 5 Monday through Friday and I do not have time to get it shipped and that is an unfair practice to cause inconvenience to customers. He said that is the only way to return it. I request authorities to help me get motorcycle returned, refunded and shipped back by Venom Motor Sports and refund total amount to Affirm financing immediately. Thanks for your help. Respectfully. ***** ***

  

  Business Response

  Date: 15/04/2025

  Thank you so much for reaching out and sharing your concerns with us. Were genuinely sorry to hear about the trouble youve had, and we understand how frustrating this experience must have been.
  
  We want to reassure you that the Venom x20 125cc motorcycle you purchased is indeed eligible for both registration and insurance in your state and in every other U.S. state as well. Sometimes, getting everything sorted with paperwork and insurance can be a bit tricky, especially with newer or less common models, but were here to help every step of the way.
  
  To make things as smooth as possible, it's important to use the exact MAKE, MODEL, and MANUFACTURER listed on the Manufacturers Certificate of Origin (MCO) that came with your bike. Online insurance systems dont always have the most up-to-date info, so we always recommend speaking with a live insurance broker or agent rather than relying just on online tools.
  
  If you'd like, our friendly customer service team is more than happy to walk you through the process. We can also send over sample documentation or talk directly to your broker or local DMV to help move things along.
  
  As for the return request, while our policy does state that all sales are final, weve offered to make an exception by accepting the return if the bike is shipped back to us. That offer still stands if you decide you'd like to go that route.
  
  At the end of the day, we just want to make sure youre taken care of. If there's anything we can do to help whether its with insurance, registration, or anything else please dont hesitate to reach out to us directly at ************** EXT~2 or *******************************************************************************************************.
  
  Thanks again for your patience and for giving us the opportunity to make this right. We truly appreciate you being a Venom customer!

  Customer Answer

  Date: 15/04/2025

  Complaint: 23189748
  
  I am rejecting this response because:
  Your statement in this response is completely contradictory to your actions. I have been calling your customers support for about a month almost every single day and nobody provided me any support. I am just told by your support person that someone will call you within 24 to 48 hours and nobody calls. The next day when I ask for a response, they repeat the same thing. I have sent many emails and nobody responded back. Last week I called and asked for a Manager to speak with and they denied. Secondly, I never tried to get motorcycle insured online, but I visited five different insurance companies who ran the model in front of me and the *** but it was not showing up in their system. I called your support team from there and spoke with ***** who accepted that this model is not listed and she refused to help me as she said they are not responsible to support customers in getting it insured or registered. That was the reason I decided to return your motorcycle. You are saying that your customer support team is readily available which is not true. Thirdly, you are accepting yourself in this response that your model is a less common and TRICKY to get insured and registered, therefore it is your fault to sale such TRICKY model to customers without informing them about the hectic process or that they will fail to get it insured and registered, which shows your unprofessional and intentionally tricky attitude. All the professional businesses provided excellent after sales support and accept return at least within 30 days. I sent email in two weeks to initiate return, however it has been about a month and you have not come back to me. Eventually I called RL Carriers who delivered motorcycle to return the motorcycle and they picked up on April 11, 2025 but you are not accepting it and asking them to get payment of $422.55 for return shipping charges. I am attaching their email which I have received today. You are forcing me to keep your motorcycle and when I have requested return, now you are threatening and forcing me to pay for its return shipping which is extremely unethical, unprofessional and against the basic norms or fair business practices. I request you once again to demonstrate responsible professional attitude and accept return of the motorcycle from RL carriers, pay for its shipping charges and refund my payment immediately to show that you are a responsible manufacturer and business company who cares for their customers and not involved in unfair unethical business practices.
  
  
  Sincerely,
  
  ***** ***

  

  Business Response

  Date: 24/04/2025

  Thank you for your continued communication and for sharing further details. We appreciate the opportunity to clarify and reiterate the support and flexibility we've extended throughout this process.
  
  We want to reaffirm that the Venom X20 125cc motorcycle you purchased is fully eligible for both registration and insurance across *****************, including your state. Each of our motorcycles is accompanied by a Manufacturers Certificate of Origin (MCO), which clearly outlines the MAKE, MODEL, and MANUFACTURER the essential details required by both insurance providers and the ***. In some cases, newer or less common models may require manual VIN entry during registration or insurance processing, which is standard and not reflective of any defect or issue.
  
  Although our sales policy clearly states that all sales are final, we made an exception in your case as a courtesy. We worked closely with you to facilitate the return and remained communicative and accommodating throughout the entire process.
  
  As an online retailer, we partner with various freight carriers, though we do not maintain billing accounts with every shipping provider. In this case, R+L Carriers required prepayment, as they do not offer billing terms for businesses without existing accounts. This was not a refusal on our part, but a standard policy of the carrier. Nonetheless, we were fully prepared to issue a complete refund upon receipt of the returned product and we're pleased to confirm that the refund was processed in full, with no deductions.
  
  Were glad this matter has been resolved and hope the outcome met your expectations. Our commitment remains to treat our customers fairly and in line with our policies. Thank you again for your cooperation, and we wish you all the best going forward.
  

  Customer Answer

  Date: 29/04/2025

  Complaint: 23189748
  
  I am rejecting this response because:
  I am very surprised with your tricky statements. What is new in your response that is different from last one? Is it a fair, ethical, professional statement or excuse to say that you do not have account established with the same shipping carrier that you delivered the product with and on that excuse you were not able to pay for the return shipping? That's why you asked the consumer to pay for return shipping of your product to cause loss of $422.55 for nothing? It has been over a month that you are delaying the return. I have documentary evidence that ** ******* delivered the product back to you on April 18, 2025 however just to delay my refund, you have been lying to Affirm that you have not received product back. Since then it has been over 11 days as of now that you have not refunded full amount to Affirm. You have not acknowledged and responded to my emails, nor called me back and not yet confirmed full refund. You are not responding back to Affirm to confirm return of product and refund as well. These all unethical tricky activities show your unprofessional approach to business and taking advantage of customers. I urge you to stop playing tricks and immediately refund the full amount instead of wasting my time and energy and causing me more losses. Secondly, you have no right to ask a consumer to pay for return charges. Consumers have rights and they are protected by law and they can return the product within at least ********************************************** this case your product was not registered to sale, the *** was not getting verified and insurance was not able to ensure resultantly, DMV was not able to register. Therefore, you are responsible to facilitate the consumer for return and immediate refund which you did not do and have not done so far. You have not only caused me a loss of $422.55 for return shipping but also affected my mental health and peace. I have been registering complaints everywhere and sending many many emails and making calls to different department, Affirm to stop payment and get refund from you (which you have been lying to them as well) as well your office which has caused enormous inconvenience and anxiety for which you are answerable. I request you once again to immediately refund my full amount and reimburse $422.55 which you forced me to pay for return shipping charges. Thanks
  
  
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:17/03/2025

  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 purchased a Maddog scooter from Venom in November. It say in the garage unused until March. On the 2nd ride it was noticed that the rear rim is wobbly and very unsafe. I called to notify Venom and they asked for several videos and pictures, after which they tried to blame the tire. The scooter has 15miles on it. The tires are blemish free. After arguing that a tire could not make this issue, they finally agreed it was the rim but now they will not reply to me and are not sending me the replacement part. They are clearly trying to avoid taking responsibility and are not honoring their warranty.

  

  Business Response

  Date: 23/03/2025

  Thank you for sharing your feedback, and we completely understand your frustration. Our goal is always to provide the best support for our customers and ensure that all warranty claims are handled fairly and efficiently.
  
  Since the scooter was purchased five months ago, we needed to verify the cause of the issue before moving forward with a resolution. This is part of our standard process to ensure we provide accurate and thorough support. We sincerely apologize if this caused any frustration, as we were simply following our normal warranty claim procedure. Were here to help and would love to continue assisting you with your warranty claim. Please give us a call at ************** EXT~2 or respond to our emails so we can resolve this for you.
  

  Customer Answer

  Date: 26/03/2025

  Complaint: 23078231
  
  I am rejecting this response because:
  
  I have already went through the process of confirming it was a factory defect with your technician.  I was told a replacement rim was being sent and I was sent a fake email saying the part was sent but it was not.  
  

  This company is purposely being difficult to avoid issuing a warranty.  They refuse to respond to me directly via email and have repeatedly tried to call my phone after being asked not to several times.  
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 02/04/2025

  We appreciate your patience and understand your concerns. Our goal is always to provide the best possible service and ensure our customers are supported throughout the warranty process.
  
  We can confirm that our team thoroughly reviewed your claim and worked with our technicians to verify the issue. We understand that this situation has been frustrating, and we apologize for any miscommunication along the way.
  
  Regarding the replacement rim, we sincerely regret any confusion. Our records indicate that we initiated the shipment process, and we are happy to provide tracking details if needed. If you have not yet received the part, please reach out to us directly, and we will ensure this is addressed promptly as we need to verify the address on file is the best one to ship to.
  
  Additionally, we always aim to communicate in the way that is most convenient for our customers. If phone calls were not your preferred method of contact, we sincerely apologize for any inconvenience caused. Were happy to continue assisting you via email to resolve this matter.
  
  Please feel free to contact us at ************** EXT~2 or *******************************************************************************************************, and we will do everything we can to assist you.

  Customer Answer

  Date: 10/04/2025

  Complaint: 23078231
  
  I am rejecting this response because:
  
  I HAVE already committed to you via email that the rim was never received.  
  

  furthermore, I do not believe that you ever sent the rim.  And am fully aware that was an attempt to convince me to remove my negative ****** review.  
  

  At this point I do not believe you intend to stand by the warranty agreement at all.  And I find you responsible for the loss-of-use of the vehicle during this time.

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

• Initial Complaint

  Date:09/03/2025

  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 bike from Venom Motorsports on 03/03. The bike has never started since its delivery. After an extensive diagnostic process, it was determined that the issue was due to a faulty starter.Venom Motorsports instructed me to bring the bike to their ******* location for repairs. However, they informed me that labor would not be covered, only the part. I filed formal complaints with their customer service department and my loan company, which resulted in a temporary stop on payments.During a conversation with their head mechanic, I was subjected to a misogynistic comment suggesting I "go get my husband" to troubleshoot the bike. I also experienced multiple instances of rude and unprofessional behavior from their customer service representatives.On 03/09, a customer service representative stated they would arrange for a local mechanic and cover both parts and labor if I agreed to remove a one-star online review I had posted. They explicitly refused to proceed with any assistance unless I met their demand, stating that they were "helping us out" but we were not "helping them out."Desired Resolution:I am requesting a replacement bike in new, working condition. Additionally, I would like the individuals responsible for the unprofessional and discriminatory behavior to be terminated from their positions.

  

  Business Response

  Date: 23/03/2025

  Thank you for sharing your feedback with us. We completely understand the frustration you've experienced, and we sincerely apologize for any inconvenience caused. Your concerns are completely valid, and we deeply regret that your experience has not met the high standards we aim to provide.
  
  From the very beginning, weve been dedicated to resolving the issue. Weve offered complimentary service at our warehouse, coverage for labor and parts with a trusted local mechanic, and even a full refund if the unit was returned. Our goal has always been to ensure your satisfaction and offer the best possible support.
  
  If youd like to revisit any of these solutions, please dont hesitate to reach out. We are here to help and truly want to make this right for you.
  
  Feel free to contact us directly at ************** EXT~2 or email us back ******************************************************* and we will be more than happy to assist you!

• Initial Complaint

  Date:07/03/2025

  Type:Product 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 purchased a venom pro 1600 W dirtbike from venom motorsports on February 25, 2025 upon receiving on 02/26/2025 and assembling took under a hour. The dirt bike worked fine for total of 20 minutes before failure. I have reached out to venom motorsports and have submitted videos upon pictures. It took almost two days for a technician to reach out. After talking to the technician Dom, gave me a list of troubleshooting to diagnose the problem. I had to almost completely disassemble the bike and still have not found an answer to the problem. I have requested to even take the bike to the local venom motorsports warehouse thats in *******, but was told I will be charged money in order to have the bike even looked at by one of the venom motorsports technicians. I have had a defective dirtbike for full week with no answers. I am now fed up and requesting a full refund or exchange.

  Customer Answer

  Date: 18/03/2025

  The matter has been solved by the company and made good. Thank you for your help and assistance.

  I would like to close this case.

• Initial Complaint

  Date:30/12/2024

  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.

  My son with his hard earned money by working shifts in ******* just before starting college, bought bike from this business. Its not even a year but Bike has problems all the time. He is struggling with his commute, lost his job as bike didnt ********* couldnt go to job on time, he has to walk miles together to reach to his classroom in odd weather.Every time he reports the problem, they ask to send video and in return send the part. Every time he has to get a mechanic to help him inspect the non working part and then again to install the part they send. Hundreds of dollars gone in these steps, yet bike stops working. It is frustrating for ******** too.

  Customer Answer

  Date: 30/12/2024

  We're Processing Your Order #*****
  
  
  Venom Motorsports USA <********************************************************************************************************> Sun, Apr 14, 2024 at 8:15 PM
  To: ****************************************
  
  Thank you for placing your order with our store
  ORDER #*****
  
  
  
  View your order
  or Visit our store
  Order summary
  Route Package Protection  1
  $140.38
  $140.38
  Venom x18 | 50cc Motorcycle | Automatic Transmission  1
  Black
  $1,899.99
  Assembly  1
  Fully Assembled + PDI + Tested [WILL ADD 4-6 DAYS ADDITIONAL PROCESS TIME]
  $299.99
  Motorcycle Helmet | DOT | Full Face  1
  LARGE (59-60CM)
  $99.99
  Notarized MCO Title + Bill of Sale  1
  Free
  Discount  TAX100 -$100.00
  Subtotal $2,340.35
  Shipping $0.00
  Taxes $154.41
  Total

  

  Business Response

  Date: 10/01/2025

  Thank you for sharing your experience, and we sincerely apologize for the challenges your son has faced. We understand how difficult this situation has been and want to provide clarity and support.
  
  As an online store, we rely on videos and detailed customer input to accurately diagnose issues. This ensures we send the correct parts and avoid unnecessary delays or frustrations. While weve worked to assist with troubleshooting and part replacements, we noticed communication gaps on October 16th, 2024, and January 3rd, 2025.
  
  We are committed to resolving this matter. Please reach out to us at ************** or ******************************************************************************************************* so we can address your concerns promptly and find the best resolution for your son.
  
  Thank you for your patience and for allowing us to assist you further.

  Customer Answer

  Date: 10/01/2025

  Complaint: 22726931
  
  I am rejecting this response because:
  
  Fixing issues of a vehicle not working by sending videos or suggesting open the vehicle, engine and fix it by a student is completely unacceptable. 
  

  This also is causing lot of distress to my son who now has to walk across town to reach his classes n carry groceries to make ************ too. There is simply no time for him to find a local mechanic to open the vehicle, click video and then do coordination with Venomsports.

   

  where is customer service here?
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 21/01/2025

  Thank you for sharing your continued concerns. We sincerely apologize for the distress and inconvenience your son has experienced. At Venom Motorsports, customer satisfaction is important to us, and we truly want to help resolve this matter in the best possible way.
  
  To address this situation, we are making an exception to our usual policies and offering a full refund for the bike. While our policy states that all sales are final, we understand the unique circumstances of this situation and want to ensure your satisfaction.
  
  Please reach out to us directly at ************** or via email at ******************************************************************************************************* so we can provide you with the next steps to move forward with the return and refund process.
  
  We deeply appreciate your patience and cooperation as we work toward a resolution. If theres anything else we can assist you with, please dont hesitate to let us know.
  
  Thank you again for giving us the opportunity to make this right.

• Initial Complaint

  Date:18/12/2024

  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 got a couple bikes from them and some had some issues. I paid for around 4700 plus tax for the one machine and I maybe could use it for one day before it stopped working. When I try to talk to them they say the part to replace it with wont come in until October of next year. They are refusing to refund me since they cannot fulfill the warranty. They had me send videos, pictures, all this extra work and they have not done anything to help me. This is a total nightmare. We also have a gas grizzly and we took it for two rides. On the second trip it started leaking from the crank case, and the same thing happened: no replacement part for a long time. One of the gas grizzlies does not even turn on. They want to say I am abusing the machine but we barely even used the bikes. They provided us a full year warranty which is for parts and not warranty since they&#**;d have to ship it, but no part available to send. Im worried that they are going to run out the warranty till next year when I wont have the protection. We paid about 2200 each.

  

  Business Response

  Date: 26/12/2024

  Thank you for sharing your experience. We understand the frustration youve faced and appreciate the opportunity to address your concerns thoroughly.
  
  As part of our commitment to customer service, we have provided all requested parts under your warranty and extended your warranty coverage as a courtesy, even though this is not something we typically offer. Your parts were shipped via Purolator (tracking number: ************), and weve consistently communicated with you regarding your concerns and troubleshooting steps.
  
  We have always prioritized addressing your concerns promptly. Parts were shipped to your address on July 18th and 30th at no cost to you, even though our policy typically requires customers to cover shipping fees after one month of ownership. Additionally, we have consistently answered your calls and assisted with troubleshooting to ensure you received the support you needed.
  
  Regarding the condition of your vehicles, the damages and part requests indicate possible physical impact or misuse. While we strive to assist our customers, damages resulting from negligence are not covered under warranty. Nevertheless, we remain committed to resolving this matter.
  
  If you are unsatisfied with the parts or extended warranty provided, we are offering the option to return the quads to us for a refund. The refund will be subject to a restocking fee based on the quads condition upon return.
  
  Please feel free to contact us directly at ************** EXT~2 or ******************************* to discuss your options further or arrange the return process.
  
  Thank you for your understanding and for allowing us the opportunity to assist you.
  

  Customer Answer

  Date: 28/01/2025

  I have not received any parts from the business, I have also tried reaching out to them and they tell me that they cannot find my account, I would like to have my account reopened.

  

  Business Response

  Date: 03/02/2025

  Thank you for reaching out again. We want to assure you that we take your concerns seriously and remain committed to finding a resolution.
  
  Upon reviewing our records, we have provided multiple warranty replacements and extended your coverage as a courtesy. Your parts were shipped via Purolator (Tracking Number: 334743929575) and were sent at no additional cost, even though our policy typically requires customers to cover shipping after one month of ownership.
  
  Additionally, we have been responsive to your inquiries, and our team has been available to assist. If there has been any miscommunication or if you need further support, please provide any alternate contact information, and well be happy to review this matter again.
  
  That being said, if you are unsatisfied with the warranty service provided, we are offering you the option to return the quads to our facility for a refund. While our policy states that all sales are final, we are making an exception in this case. The refund will be subject to a restocking fee based on the quads condition upon return.
  
  To move forward, please confirm whether you would like to proceed with the return, and we will send you the necessary instructions. If you require further assistance, you can always reach us directly at ************** EXT~2 or *********************************************************.
  
  We appreciate your patience and look forward to resolving this matter with you.

  Customer Answer

  Date: 04/02/2025

  Complaint: 22704276
  
  I am rejecting this response because:I would like to exchange the bike for another bike and I would like someone's name to get in contact with a live person with a ext as well.  I would like someone to take care of this personally, I have been dealing with this over a year now and I am not getting any where with this company. There is more than one bike there are four bikes that I can not use.  I would like someone to call me to personally take care of me and I would like their name.
  
  
  
  Sincerely,
  
  *** ********

  

  Business Response

  Date: 11/02/2025

  Thank you for reaching out again. We understand your frustration and want to ensure that your concerns are addressed properly.
  
  We encourage you to call us at ************** EXT~2, so we can personally assist you and go over possible solutions. Our team is here to help and will work with you to ensure the best resolution.
  
  We appreciate your time and look forward to speaking with you soon.

  Customer Answer

  Date: 19/02/2025

  Complaint: 22704276
  
  I am rejecting this response because:
  
  I am rejecting this response because:I would like to exchange the bike for another bike and I would like someone's name to get in contact with a live person with a ext as well.  I would like someone to take care of this personally, I have been dealing with this over a year now and I am not getting any where with this company. There is more than one bike there are four bikes that I can not use.  I would like someone to call me to personally take care of me and I would like their name.
  
  Sincerely,
  
  *** ********

  

  Business Response

  Date: 26/02/2025

  Thank you for reaching out again. We completely understand your frustration and want to make sure your concerns are properly addressed.
  
  Our records show that we previously shipped the necessary parts under your warranty, and our team has been available to assist whenever you reached out. Please remember that your warranty is still active, and we strongly encourage you to call us at ************** EXT~2 so we can personally walk you through possible solutions.
  
  Were here to help and want to ensure you get the best resolution. Please give us a call at your earliest conveniencewe look forward to assisting you.

  Customer Answer

  Date: 06/03/2025

  Complaint: 22704276
  
  I am rejecting this response because: I am not always by the telephone. I want someone from the company to call me directly and help me fix my machine. I still need parts. I would like someone in management or technical support to call me at ************. I want a "Live" person to call. 
  
  
  
  Sincerely,
  
  *** ********

• Initial Complaint

  Date:04/12/2024

  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 am disabled so I purchased a moped trike from this company in hopes that I could feel somewhat normal because it has 3 wheels. It came to us not fully assembled, which is how we paid for it to be shipped to us. The handle bars with the brakes & throttle were already assembled. My husband was working on finishing setting it up when he started the trike up with the emergency brake on. The throttle was stuck on & the brake gave out which resulted in the trike running right into an automotive lift so hard that it caused major damage to the trike. I contacted Venom Motorsports immediately. The company was only going to replace parts, but it looks like the frame is damaged as well. I let them know that it is a safety ********* want to exchange this for a different model. They said they dont do exchanges or returns, but theyd let me return the trikewith me paying for shipping AND a 30% restocking fee. My issue is that the trike came to us UNSAFE. It wasnt a minor defect. If my husband or I wouldve been driving, we couldve been seriously hurt, if not dead. During the last conversation with the manager, *****, we told him that were reaching out to a lawyer and his response was to go ahead & contact a lawyerwe wont get anywhere with it anyway. I have photos attached, but I also have a few videos that are more detailed that Im unable to upload here

  

  Business Response

  Date: 09/12/2024

  Thank you for sharing your concerns with us. We genuinely regret any frustration this situation has caused and appreciate the opportunity to address your concerns directly. At Venom Motorsports, customer safety and satisfaction are of the utmost importance, and we take these matters seriously.
  
  Regarding your trike, we understand how important this purchase is for you, and we have been in consistent communication to provide the support you need. As outlined in our terms, a proper Pre-Delivery Inspection (PDI) by a certified mechanic is required for any bike shipped 80% to 85% to 90% assembled. This step ensures that the vehicle is safely set up and road-ready. 
  
  Unfortunately, accidental crashessuch as the accident involving the trikeis not covered under our warranty. However, we are committed to going above and beyond to assist you by providing any necessary replacement parts, with shipping costs as outlined under our standard 1 year parts replacement warranty. While this is not something we typically offer, were making this exception as part of our commitment to delivering excellent customer service and ensuring you feel supported.
  
  To ensure a satisfactory resolution, we are also offering you the option to return the trike for a refund. While our policies state that all sales are final, weve made an exception for you. If you choose to return the trike, it will be subject to a restocking fee. That said, we are open to discussing adjustments to the fee to further support you.
  
  We truly want to ensure you feel supported and valued throughout this process. Please dont hesitate to reach out to us at ************** or ****************************************************** to discuss your preferred resolution or if you have further questions.
  
  Thank you for your understanding, and we look forward to resolving this with you.