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:01/11/2024

  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.

  First, the employees that work at Venom are super nice. However, that does not excuse the fact that these motorcycles absolutely do not belong on the road. They are extremely dangerous. From the moment my motorcycle was unboxed, I have had nothing but problems. The major issue was the bolts breaking off the motor mount. While my son was driving, the bolts broke and the motor dropped - while doing 55 on a major road. Luckily, he was able to move off the road safely. Right at this moment, the bike is only a few months old with less than 200 miles on it. I have invested an additional $587.45 in repairs. Another $158 for towing expenses (which they reimbursed). The bike is currently still immobile. In accordance to Lemon Laws, I should be protected and able to send this bike back for full refund. The manager will answer my calls, but no longer wishes to follow up with promises made in regarding assistance. I was broke down on the side of the road and he said he would call me in 30 minutes to have an authorized repair shop help me. Many hours later, still did not hear back. I had to tow it (once again) back home. Bottom line, I fear for my life when driving this bike. There is a long trail of email exchanges to support my frustration and need for return. *****, the manager, suggested I sell the bike ; however, I couldnt consciously do so knowing how dangerous it would be for anyone. Regardless, who will buy a bike that doesnt run anyways? (See email exchanges over the past month regarding issues.)

  

  Business Response

  Date: 11/11/2024

  Thank you for taking the time to share your experience with us. Were genuinely sorry to hear about the difficulties youve faced with your motorcycle, and we understand how frustrating and concerning these issues have been for you and your family. Ensuring the safety, satisfaction, and peace of mind of our customers is our top priority at *******************************************.
  
  Since your purchase, we have aimed to support you with the resources we have available, including reimbursing your towing expenses as a courtesy to alleviate some of the burden. We typically dont cover such costs as towing is generally considered part of standard vehicle ownership. However, we wanted to do what we could to assist you, as we appreciate your patience and loyalty as our customer.
  
  We appreciate the opportunity to address your concerns regarding the motor mounts. This type of damage is extremely rare and typically only occurs under specific stress conditions. As a reminder, your purchase includes a one-year parts replacement warranty, covering any needed parts to resolve current issues. Weve already shipped the motor mounts to you via **** and you can track the shipment using this tracking number: 1Z8FX6906813469357.
  
  Our priority is your confidence in the safety and reliability of your vehicle. To demonstrate our commitment to customer satisfaction, were also offering you a full refund if you choose to return the motorcycle to our facility at:
  
  Return Address:
  
  *********************************************************************************,
  **************
  
  Please feel free to contact us at ****************************************************** or call us directly at ************** EXT~2, so we can personally guide you through the next steps. Were here to listen and to make sure that we resolve this to your satisfaction. 
  
  Thank you once again for your patience and understanding. We hope this solution provides you with peace of mind and demonstrates our dedication to serving you.

  Customer Answer

  Date: 12/11/2024

  Complaint: 22501643
  
  I am rejecting this response because:
  
  While I appreciate the apologies and offer to return the damaged motorcycle, I have learned that the offer of return will be at my expense. The total cost to return the bike is $1093- which is nearly half the cost of the bike itself. 

  I simply cannot invest any more money, or time, into Venom Motorsports. Since purchasing the motorcycle, I have spent approx. $312 in towing expenses (in which VM reimbursed me approx. $150 of), 2 days of missed work (salary pay of $275), labor for parts and repair (approx. $182), and the emotional distress/time/effort invested in the continuous phone calls / email. *****, one of the employees I have been in contact with, stated he would give me information regarding a shop that was willing to attempt to repair the bike, however, I have not heard back from him since said promise. (***** offered assistance with finding a shop because no one in my local area is willing to risk the repair/liability of the already defective product. Each mechanic who has seen this bike has declared it unsafe to drive and/or repair. Their written testimony will be sworn in with the litigation proceedings.) 

  With that said, it would be best if we moved this matter to litigation or mediation. I understanding by saying so will compromise future communications. Venom Motorsports products are considered defective for a number of reasons, including: Faulty manufacturing, ************** Inadequate instructions or warnings, and has failed to meet the user's reasonable expectations. The defect made the product unreasonably dangerous. (The motor completely dropped, while in a high speed motion, and has not ran properly since.)  Parts are continuously falling off the bike while in motion. My product liability claims is based on negligence, which requires the plaintiff to prove that the defendant acted negligently. Proof can be obtained with the continuous emails, phone calls, and complaints. (Due to the size of the file, I was unable to upload them here in the complaint.) 

  An official letter will be sent to :

  Venom Motorsports

  I/E Moose

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

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

  For anyone reading this publicly, I implore you to explore previous legal cases involving Venom Motorsports. (****** ******* ***** VS. VENOM MOTORSPORTS INC, Venom Motorsports Recalls Youth Model All-Terrain Vehicles, etc. )
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 12/11/2024

  Additionally, the part sent via **** (in response the repair in claim) was incorrect. I had to pay , out-of-pocket, to find a supporting part for the bike. I sent a copy of that receipt and note to *****. Therefore, Venom Motorsports has not filled their duties under their product warranty. This is a negligence on Venom Motorsports company and shows the company truly does not care to resolve my issue. All pictures, videos, and documentation will be provided in the litigation. 

  

  Business Response

  Date: 19/11/2024

  Thank you for providing additional details and for allowing us the opportunity to address your concerns directly. We deeply regret the frustration this situation has caused and want to assure you that we take your feedback seriously.
  
  Our records show that we promptly sent the parts required for the repairs, including motor mount bolts, under your warranty at no charge. Additionally, we covered your towing expenses as a gesture of goodwill, even though such costs typically fall outside the scope of our warranty.
  
  Regarding the issue with the replacement parts, we apologize if they did not meet the requirements for your repair. While our initial efforts were based on the information provided at the time, we remained ready to send additional parts or explore alternative solutions to assist further.
  
  Once again - while labor and towing costs are not typically covered under warranty, we were happy to assist with your initial towing expense as a courtesy to ensure you felt supported.
  
  Our goal is to work with you and provide any parts necessary to resolve the issue promptly. 
  
  Additionally, our dedicated service team remains available to guide you through repairs and offer ongoing troubleshooting. Please dont hesitate to reach outwere here to help every step of the way.
  To ensure a resolution, we reiterate our offer of a full refund if you choose to return the motorcycle to our facility:
  
  Return Address:
  Venom Motorsports
  ********************************************************************************
  *************
  
  We are committed to working with you to resolve this matter completely. Should you wish to proceed or need further assistance, please do not hesitate to contact us at ************** EXT ~2 or *******************************************************************************************************.
  
  Thank you for your understanding, and we look forward to resolving this for you.

  Customer Answer

  Date: 20/11/2024

  Complaint: 22501643
  
  I am rejecting this response. An official complaint has been mailed to both Venom Motor locations. Tracking #**** 0710 5270 0427 6928 92 . 
  
  
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:13/09/2024

  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.

  Hello, I was trying to obtain the correct part to repair my motorcycle I bought from the company. I had a warranty on the vehicle and its parts three years ago, in which I requested help on identifying and replacing a part for located in the engine. So I sent videos and photos of the broken part and the organizations mechanic identified the part needed and then asked if I wanted it since it was under warranty all I had to pay was shipping which I agreed to. When receiving the new part I inspected the portion of the part that I could sticking out the engine and compared it to the new part and seen it was slightly different in which I asked the mechanic if this was the correct part and he assured me it was the correct part from the same engine I have on my bike. Therefor I asked if the company had a mechanic near my location in the *** to work on the bike since others wanted to charge me $1000.00 at minimum for the repair, which is half of the cost of the bike at the time, which was 2021. So, I held on to the part thinking prices would lower for the repair over the next few years but they didn't and so I reached out to the organization a few more times and even was ignored for a bit of time before having a new customer service team respond back after reaching out again and deciding to do the repair myself. In which after learning how to take off the motorcycle engine and open it up properly I had found out the part I was sent under warranty was the incorrect part and when asked the company to exchange the part I was sent for the correct part I was denied and told I needed to pay for the part even though my warranty was never legally fulfilled since the incorrect part was sent to me. I have all of the email correspondences between me and the organization from 2021 to now as proof as well. I would like the correct part sent to me so I can fix my motorcycle and ride it since it has been taken apart for two weeks now with no resolution.

  

  Business Response

  Date: 23/09/2024

  We would like to express our sincere appreciation for taking the time to provide us with your valuable feedback. At Venom Motorsports, ensuring customer satisfaction is at the core of our mission, and your input allows us to continually improve our services. We sincerely apologize for the frustration and inconvenience caused throughout this process.
  
  After reviewing your communication, we understand the concerns regarding the warranty and the part you received. While it has been over three years since you received the part, we understand this has remained an ongoing concern but sadly haven't heard from you in that time.
  
  As your warranty was valid at the time, we want to ensure that this matter is addressed appropriately. However, we would like to clarify that the warranty period has since passed. That being said, we always strive to reach a fair resolution with our customers.
  
  To assist further, we are happy to offer a discounted replacement part after an examination and verification with a mechanic of your choosing. Alternatively, if you can provide detailed specifications, we can re-examine the part to ensure it aligns with your bikes needs.
  
  Please feel free to provide us with the part details or have your mechanic reach out to us directly, and we will work swiftly to assist:
  
  
  Email - *******************************************************************************************************
  
  Phone - ************* EXT~2
  
  
  Thank you for your patience, and we hope to resolve this matter soon so you can get back to enjoying your motorcycle.
  
  

  Customer Answer

  Date: 23/09/2024

   
  Complaint: 22284028
  
  I am rejecting this response because: I have been in consistent contact with the organization have been told multiple things when it came to fixing this part in my bike. I was told at one point in time that the engine didnt need to come off for the repair and then was told it did and then on top of that was provided multiple videos that were supposed to help me replace the part and none of them helped out until one of the videos that was sent in the recent months. I have all of these communications between me and the organization showing all of the ******* links of videos posted by other accounts that the mechanics said would help out which didnt as well as the statements from the team stating the engine didnt have to come off and show the time frame I had to wait for videos to be sent to me, for me to attempt the fix on my own for the first time. I wouldnt mind showing you all of the communications between myself and each of your team members over the years and how I was also ignored for a year after asking a question. 
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 02/10/2024

  Thank you for your response and for providing further clarity on your experience. We sincerely apologize for any miscommunication or confusion you may have encountered while trying to resolve the issue with your bike
  
  As an online store, we provide virtual support and guidance to assist customers with their repairs, and we are happy to continue helping you get the correct part. If youd like, we can verify the part based on your detailed specifications or have your mechanic reach out to us directly. We are more than willing to offer a discounted replacement part to help you resolve this.
  
  To move forward, we are still more than happy to assist you in obtaining the correct part. As previously mentioned, we can offer a discounted replacement part after verification. If you can provide detailed specifications or have your mechanic reach out to us directly, well ensure that we assist promptly and accurately this time.
  
  Please feel free to send us the detailed part information so we can expedite the process and help you resolve the issue as quickly as possible.
  
  Thank you again for your patience and understanding. We hope to help you get your motorcycle back on the road soon.

  Customer Answer

  Date: 02/10/2024

   
  Complaint: 22284028
  
  I am rejecting this response because: I know you say you are willing to give me a discount on the correct part after verification from my mechanic, but if previously looked at in the consistent years of communication there was not a near by mechanic willing to work on the bike and this repair with a price set below $1000 just in general therefor I am the mechanic fixing the bike. I would honestly just love to get the replacement part I was supposed to receive when requested during the warranty period that I told was the correct part, and that was sent to me. I can show you all of the communications from your employee stating the part sent to me was the exact part needed for my bike as well as miscommunication of how the repair can be done as well as the supposed instruction guide videos on how to perform this repair I was told was created by your organization, which werent and were other videos posted by other accounts in regards to similar fixes. 
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 11/10/2024

  Thank you for your response and for providing further clarity on your experience. We sincerely apologize for any miscommunication you may have encountered while resolving the issue with your bike.
  
  As an online store, we provide virtual support to assist customers with repairs. Were happy to continue helping you identify and obtain the correct part. If you can provide the detailed specifications or have your mechanic reach out, we can promptly verify and offer a discounted replacement part.
  
  We look forward to resolving this for you and getting your motorcycle back on the road.

  Customer Answer

  Date: 25/10/2024

  Complaint: 22284028
  
  I am rejecting this response because:
  
  I currently have a gentleman finally in the *** or Canada by the name of ***** assisting me and supposedly found the part I need but is asking for me to pay the shipping only for the part. Which Im truly grateful for but I would like to see if even the shipping fee could be waived due to paying for it last time and it not being the correct part. 
  
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 31/10/2024

  We're happy to let you know that your part has shipped! Your tracking number is 1Z8FX6906828180934. You can use it to monitor the shipment's progress.
  
  Thank you

  Customer Answer

  Date: 01/07/2025

  This business provided false information and false advertisement. The organization said any mechanic in ********** will work on the Motorcycle that I bought from them, but in reality, all shops that I have reached out to said they will not touch this bike at alldue to its design and blueprint. Therefore that is false advertisement saying I can receive mechanical services from any mechanic. I have constantly had issues with this motorcycle, *** had a gas leak from the gas can once it got shipped to me. *** had issues trying to install the exhaust that I bought with the package and now I am having engine issues. I have to constantly reach out in regards to parts repairs and other things as well and consistently get excuses about why things dont fit properly why things dont work properly and even now the change and design of cylinder head on the engine rendering certain parts useless on the motorcycle and this seems to be a reoccurring theme the company Venom motorsports buys the engine from and other parts to create the bike has constantly said the manufacturer had changed designs. I I have had issues with his bike since day, one of getting it consistently and continue to get the runaround and even deal with extremely rude **************** employees over the phone And have had them try to intimidate me and saying Im not going to get anything from the company and Im gonna have to pay full price for everything. I have over 300 emails from this organization in regards to this motorcycle and repair repairs to numerous parts and even misinformation about tools needed to the bike. I do believe this is a form of monopolization when it comes to fixing the bike and having to buy parts from venom motorsports only for the bike, knowing that there are no mechanics in northern ********** at least that will work on these types of bikes. Overall, I would like a new engine for my motorcycle and Im willing to pay the $100.00 for the new engine as if its on warranty still.

  

  Business Response

  Date: 06/07/2025

  Thank you for taking the time to share your feedback. We're genuinely sorry to hear about the ongoing frustration and want to take a moment to address a few key points while reaffirming our commitment to supporting you.
  
  First, it's important to note that your motorcycle uses widely available, industry-standard components found in many Chinese and import models. As such, any qualified small engine mechanic or powersports repair shopparticularly those familiar with off-brand vehiclesshould be able to service it. While not every shop chooses to work on these types of bikes, especially if unfamiliar, many in ********** do, especially when customers provide accurate part details and are willing to supply parts directly. This is something weve always supported.
  
  Your bike has been in use for approximately five years now. At this stage, ongoing maintenance and occasional part replacement are normal, just as with any powersports vehicle. While we fully stood behind our warranty coverage during its term, ongoing upkeep becomes the owner's responsibility once that period ends.
  
  That said, were still here and happy to help however we canwhether its supplying parts, offering tech support, or helping troubleshoot issues. We just ask for a fair understanding of our business model. Were not a traditional dealership with local service centerswe operate online, ship nationwide, and provide remote support, which is clearly outlined during the purchase process.
  
  We truly appreciate your business over the years and remain committed to helping however we can moving forward.

  Customer Answer

  Date: 06/07/2025

  Complaint: 22284028
  
  I am rejecting this response because:
  
  I understand your business model but I believe the business practice is a sort of monopoly. You state that any certified mechanic or auto shop familiar with the bike will and can work on the bike with proper knowledge and schematics of the bike and parts included, But even then, reaching out to small businesses and local mechanics, they all denied the request to work on the bike even when I told them I had a manual that had the layout of the bike and the parts as well from you guys. In which I would like to state that the manual is incorrect that I was sent, and I had to find another one online because of the different parts that the manual showed, but werent included on the bike as well as the changes that you have recently made to the bike as well, which should upgrade the manual and the schematics, including the new parts that are on there or even some older parts that you removed, which was still allow the bike to work With that being said, I have not seen an upgraded manual for the bike and the parts as well. Also, I do see that it says if a nonprofessional works on the bike, the warranty is voided, which again in my case Seems like a monopoly for your organization, not to have to help out the customers that you are serving and not have to refund them or provide them with different parts that are needed because again in northern ********** all of the professional shops that Ive reached out to big businesses and small businesses and even family businesses have declined to work on the bike, even providing them with the manual and the schematics of the bike itself, So then again, you are setting up a person in ********** at least in ******************* like myself up for failure and innocence monopolizing on our purchase as well .I would also like to state the fact that if you look back to my emails from me and your company that my bike was running for just a little under one year before having issues with the bike and not being able to run it this bike has not been operational since 2021 Just prior to hitting one year-old. In which I shouldnt have all these mechanical issues and different parts going wrong on the bike, especially since that even when purchasing a item from you are warranty and paying for the shipping, it was the wrong part and wasnt found until opening the engine. In which I had to battle with your customer service representative to even get ahold of another representative and possible mechanic from your organization to even think about what went wrong see that the parts were different and then be able to send me the correct part in which I still had to pay for shipping and for the part itself at a discounted rate, though which still did not help the bike. Instead of asking for a full refund for the bike like I should be asking and battling this out on legality purposes, Im simply asking for a new engine either for free or for at the warranty price of $100. 
  
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 13/07/2025

  Thank you for taking the time to share your experience. We genuinely understand how frustrating this has been and appreciate your patience and commitment over the years.
  
  Wed like to clarify a few important points. Your motorcycle is now over five years old, and according to our warranty policy, coverage for major internal componentslike cylinder headsexpires after one year. This isnt about denying support, but rather following a consistent policy that ensures fairness to all customers.
  
  Regarding the manual and parts, it's common for manufacturers to make design updates over time. While your version of the X20 125 may have slight differences from newer models, the core frame and engine layout remain consistent, and nearly all parts are still compatible. If there's ever any doubt about fitment, our team is happy to help confirm, or a local mechanic can assist as well.
  
  As for service, you absolutely can find a local mechanic who can work on your bike. Many small engine or Chinese scooter repair shops are experienced with these modelsespecially knowing parts are accessible through us. If you'd like, wed be happy to help find a shop near you.
  
  We truly value your business and your enthusiasm for riding. If you're ready to order the parts, we're here to help make that process smooth. And if you'd like to keep working with our tech team remotely, wed be glad to support you further.

  Customer Answer

  Date: 14/07/2025

  Complaint: 22284028
  
  I am rejecting this response because:
  
  Im writing again to express my deep disappointment regarding my ongoing experience with your warranty service process and customer support team. What should have been a straightforward request under warranty has turned into a frustrating and unacceptable ordeal due to misinformation, miscommunication, and a clear lack of understanding of your own policies.
  
  
  More than a year ago, I requested a new engine for my motorcyclean issue that arose within the first year of ownership. At the time, I was informed that the engine replacement was not covered under warranty. However, upon reviewing the policy myself, I found that my request did fall within the scope of warranty coverage. Despite this, not only was my request denied, but I was later sold and shipped the incorrect part. This led to additional delays, out-of-pocket expenses, and further complicationsall of which could have been avoided with proper knowledge and adherence to your stated warranty commitments.
  
  
  To make matters worse, my attempts to resolve this issue have been met with dismissive and unprofessional treatment by members of your customer service team. On multiple occasions, I was told I would need to pay full price regardless of the situationwith a tone and attitude that was, frankly, disrespectful and inappropriate. This behavior reflects poorly on your organization and further compounds the issue at hand.
  
  
  Youve referenced changes to the motorcycle and its componentssuggesting that certain parts are no longer needed for engine function, despite previously being required. These contradictory messages further highlight a serious lack of internal consistency and technical understanding. When a customer is receiving conflicting information about which parts are necessary, whether theyre covered, and how to properly address an issue, it erodes confidence and raises real concerns about the integrity of the warranty and service process.
  
  
  Your policy exists to protect both the product and the customer, and in this instance, it has failed to do either.
  
  
  Let me be absolutely clear:
  
  
  I requested a replacement engine under warranty during the appropriate period.
  That request was improperly denied due to staff unfamiliarity with your warranty terms.
  I was later sold the wrong part under the guise of warranty fulfillment.
  I was then subjected to inappropriate customer service and told I had no recourse.
  Ive been forced to reach out to multiple repair shops across *************, none of which have been able to assist me through your authorized service network.
  
  
  
  
  Given this, I believe it is both reasonable and justified to request either a complimentary replacement engine under warranty or the ability to purchase one at the original warranty rate of $100. This is not simply a matter of compensationit is a matter of accountability, policy adherence, and restoring trust in your brand.
  
  
  I trust youll take this matter seriously and respond accordingly.
  
  
  
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 14/07/2025

  Im writing to express my deep disappointment regarding my ongoing experience with your warranty service process and customer support team. What should have been a straightforward request under warranty has turned into a frustrating and unacceptable ordeal due to misinformation, miscommunication, and a clear lack of understanding of your own policies.
  
  
  More than a year ago, I requested a new engine for my motorcyclean issue that arose within the first year of ownership. At the time, I was informed that the engine replacement was not covered under warranty. However, upon reviewing the policy myself, I found that my request did fall within the scope of warranty coverage. Despite this, not only was my request denied, but I was later sold and shipped the incorrect part. This led to additional delays, out-of-pocket expenses, and further complicationsall of which could have been avoided with proper knowledge and adherence to your stated warranty commitments.
  
  
  To make matters worse, my attempts to resolve this issue have been met with dismissive and unprofessional treatment by members of your customer service team. On multiple occasions, I was told I would need to pay full price regardless of the situationwith a tone and attitude that was, frankly, disrespectful and inappropriate. This behavior reflects poorly on your organization and further compounds the issue at hand.
  
  
  Youve referenced changes to the motorcycle and its componentssuggesting that certain parts are no longer needed for engine function, despite previously being required. These contradictory messages further highlight a serious lack of internal consistency and technical understanding. When a customer is receiving conflicting information about which parts are necessary, whether theyre covered, and how to properly address an issue, it erodes confidence and raises real concerns about the integrity of the warranty and service process.
  
  
  Your policy exists to protect both the product and the customer, and in this instance, it has failed to do either.
  
  
  Let me be absolutely clear:
  
  
  I requested a replacement engine under warranty during the appropriate period.
  That request was improperly denied due to staff unfamiliarity with your warranty terms.
  I was later sold the wrong part under the guise of warranty fulfillment.
  I was then subjected to inappropriate customer service and told I had no recourse.
  Ive been forced to reach out to multiple repair shops across *************, none of which have been able to assist me through your authorized service network.
  
  
  
  
  Given this, I believe it is both reasonable and justified to request either a complimentary replacement engine under warranty or the ability to purchase one at the original warranty rate of $100. This is not simply a matter of compensationit is a matter of accountability, policy adherence, and restoring trust in your brand.
  
  
  I trust youll take this matter seriously and respond accordingly.
  
  
  

  I have over 200 emails from the organization showing the neglect and incompetence of policy and warranty knowledge and probable cause in which warranty wouldnt be fulfilled due to cost on the company itself and them losing money over the following issue. 

• Initial Complaint

  Date:28/07/2024

  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 bought a motorcycle from venom and when I received it I had problems with it staying on I have emails going back and forth on how to fix it nothing ever worked so the bike would not turn on one day so I just asked for a replacement bike or *************** so they said all sales were final but after leaving a bad review on there website and contacting my financial team they agreed for me to return the bike and they stated that when they receive the bike they will send a refund and cancel the contract but now they are trying to charge a 50% restocking fee for something they and I both already knew was wrong with the bike and they told me that I would have to pay them the 50% of what I was gonna pay my finance people so my finance team told me not to pay anything because they were supposed to cancel the contract and send a ********** have proof of all of this I think it might be time to get a lawyer

  

  Business Response

  Date: 02/08/2024

  Thank you for taking the time to share your experience. We genuinely apologize for the issues you've encountered with your motorcycle and for any frustration this situation has caused. At Venom Motorsports, customer satisfaction is our top priority, and we take all feedback very seriously.
  
  Upon reviewing your case, we noted that you experienced persistent issues with your bike. We appreciate your patience and cooperation through emails. We offered you the option to return the bike for a refund, understanding the difficulties you faced.
  
  Thank you for following the return process and ensuring the bike was properly packaged for shipment. Regarding the restocking fee, we strive to be fair and transparent in our policies. Your bike was returned with a few thousand miles on it and had noticeable damages. Additionally, it appeared to have been swamped in lake or body of water. Given these conditions, a restocking fee is necessary to cover the wear and tear, as well as the required repairs. We hope you can understand that it is standard practice to charge a restocking fee for a used and damaged unit with several thousand miles.
  
  We acknowledge the frustration this has caused. Your concerns about the agreement with your finance team and the restocking fee have been noted. We are committed to resolving this issue in a manner that is fair to both parties.
  
  To move forward, please contact our customer service team directly at ************* EXT~2 or via email at ******************************************************.
  
  Thank you for your understanding and patience as we work to address your concerns. We value your feedback and hope to find a satisfactory resolution.

• Initial Complaint

  Date:26/07/2024

  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 ordered a 50cc moped from Venom Motorsports and the bike doesnt work, is defective, and the paperwork they sent me is dated improperly and is not accepted by the **** This bike is a piece of s*** and they refuse to pick it up and cancel my order.

  

  Business Response

  Date: 02/08/2024

  Hi *****,
  
  Thank you for reaching out to us. We sincerely apologize for the issues you have encountered with your 50cc moped. We understand your frustration and are committed to resolving this matter promptly. At Venom Motorsports, ensuring customer satisfaction is at the core of our mission.
  
  To clarify, the paperwork provided with your moped is indeed accurate and up-to-date. You received the latest 2025 model, which is the most recent version from our manufacturer. We strive to provide our customers with the best and newest models available.
  
  We understand that you might be dissatisfied with the 50cc unit, possibly because you were hoping for a larger model like the Venom X18R 200cc bike with more power. However, we are here to assist you in any way we can. To address your concerns, we are offering you the option to ship the bike back to us. 
  
  Please send the bike to the following address:
  
  Venom Motorsports
  *************************
  *****************
  *************
  
  Once we receive the bike, we will thoroughly inspect it and take the necessary steps to rectify the situation. You will receive a refund once the inspection is completed and the return is processed.
  
  We appreciate your understanding and patience as we work to resolve this for you. Please let us know if you have any questions or need further assistance with the return process.
  
  If you have any questions of concerns, please contact by phone or email at ************* EXT~2 / ******************************************************
  
  Thank you and have a great day!

• Initial Complaint

  Date:13/07/2024

  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.

  Financed a Madix ATV from Venom Sports Canada for my 10 year old. ATV was delivered with a faulty carb and throttle, then the brake caliber fell off, then broken bearings and struts, a bolt missing AND every other bolt was loose. I had enough and sent this email (had to shorten to not exceed 2000 words):Hi *****, Im sure youve spoken with **** so I hope you understand to the fullest that I am not engaging or negotiating anything more to do with this quad. This machine is a death trap for my 10 year old son and I hope that for the sake of other peoples children who think about purchasing any of your products, they think twice because what you are selling should be illegal. Im terrified for my sons life on this machine. The only solution for my sons safety is returning this quad and never dealing with a venom product again. If this is not honoured based on all the evidence, I will be going straight to my lawyer and the judge will see the evidence of the lack of safety on the machine. My sons life was in danger and from then on this machine has been falling apart day after day, putting my sons life at risk once again. You made me a promise this was not going to be an issue and that is furthest from the truth. When the judge hears your own tech employee, **********, on my recorded phone call, agreeing with me regarding the state of this machine and the extreme safety issues from the day of delivery, you and venom sports Canada will pay the price of the selling of a faulty and dangerous product to myself and my son, not to mention other parents who may have purchased these defective, and dangerous machines. I WILL NOT have my sons life at risk, not even for 1 more second. Please understand the scope of this situation.. I would advise you start the process of returning this dangerous, faulty, machine and furthermore, rethink your values and morals before selling 1 more machine to another parent for a child to ride and risk another childs life. Ash *****

  

  Business Response

  Date: 21/07/2024

  We would like to express our sincere appreciation for taking the time to provide us with your valuable feedback. At Venom Motorsports, ensuring customer satisfaction is at the core of our mission, and your input allows us to continually improve our services.
  
  Following your recent complaint, our team conducted a thorough review of your file to gain a comprehensive understanding of the situation you encountered.
  
  Upon careful examination of your purchase record, it was noted that the following parts were provided to you:
  
  
  Carburetor 
  
  Throttle Cable
  
  UPS TRACKING NUMBER - 1Z8FX6902015832521
  
  
  Nevertheless, we remain fully dedicated to addressing your concerns and providing you with the necessary assistance. After assessing the situation, we have determined that returning the *** for a full refund is the best course of action. Please ship the *** back to us, and once we receive it, we will promptly process your refund. Our customer service team has contacted to coordinate the return process and provide all necessary details, including shipping instructions.
  
  Upon contacting our customer service team, you have been assisted by getting in touch with our technicians. They have created special videos to address the issues you've been experiencing, and we have ensured these resources are available for you to follow along with. Additionally, we have maintained constant communication to follow up and ensure everything is progressing smoothly.
  
  Your satisfaction continues to be our highest priority, and we genuinely value your business. We kindly request your continued engagement with us so that we can work together towards achieving a mutually satisfactory resolution.
  
  Thank you for your understanding and cooperation.

  Customer Answer

  Date: 22/07/2024

   
  Complaint: 21984057
  
  I am rejecting this response because:

  I do not understand the last section of venom motors reply. Firstly, they respond with agreeing to a full refund and then at the end of their  response, they ask that I keep in contact with them so that we, together, can come to a resolution. I asked for a full refund. Venom sports Canada gave me two different answers. There response  is contradictory, and Im extremely confused by this. I would ask venom sports Canada to clarify. Thank you 

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

  

  Business Response

  Date: 31/07/2024

  If you are no longer interested in working with us and would like to proceed with a return, we are willing to make an exception. Please ship the product back to our facility address below.
  
  VENOM MOTORSPORTS
  ***********************************>UNIT 103
  ******************,
  CANADA
  
  Once we receive the *** at our facility, we will promptly initiate the refund process.
  
  Thank you.

  Customer Answer

  Date: 07/08/2024

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

• Initial Complaint

  Date:10/07/2024

  Type:Delivery 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.

  Was delivered a motorcycle on 6/21/24 in a nonoperating condition. Three weeks later still no resolution. I paid extra so It was supposed to have been tested before delivery and when arrived it had a dead battery, no oil and kinked gas lines. No proof it was ever running. They advertise to add gas and go, this is not the case.

  

  Business Response

  Date: 19/07/2024

  Thank you for sharing your feedback about your experience with Venom Motorsports. We genuinely value your perspective and are committed to addressing your concerns.
  
  Upon reviewing your case, our team responded promptly to your initial contact regarding the issues with your Mini Jeep. After a few interactions with our technicians, we identified the running issue as a stuck float in the carburetora rare but possible occurrence due to excessive movement during shipping.
  
  To resolve this, we quickly processed and shipped a replacement carburetor under your parts replacement warranty with **** Here's the tracking number for your reference: 9405511105501585278802.
  
  Our priority is your satisfaction, and we are here to assist you with any further inquiries, issues or concerns. Please don't hesitate to reach out to us at ************** or via email at ******************************************************.
  
  Your feedback is invaluable to us, and we are committed to ensuring you have a positive experience with our products.
  
  Thank you and happy riding!

  Customer Answer

  Date: 19/07/2024

   
  Complaint: 21938742
  
  I am rejecting this response because: 4 weeks is not a prompt time line. I had to request follow *** in order to get any information. We finally get a possible resolution and the part was not sent for a week and was only given tracking information after I reached out. This is not how customers should be treated and I have been out a lot of money waiting on a resolution.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 24/07/2024

  Thank you for your reply. I understand your concerns about the timeline, and Id like to provide some additional context.
  
  Our team was actively engaged in remote troubleshooting and provided daily assistance from the very day you reached out, including multiple phone consultations with our technicians. We followed a thorough process to identify and confirm the issue, ensuring that the correct part was provided for your situation.
  
  Im pleased to hear that the issue has been resolved as of last week and that youre back on the road. If you have any further questions or need additional support in the future, please dont hesitate to reach out. Were always here to assist you!

  Customer Answer

  Date: 25/07/2024

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

• Initial Complaint

  Date:26/06/2024

  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 have gone back and forth through email, explaining that the carb and choke are not working. We have asked them to fix the quad, which they have refused to do. I have a quad that does not work. I have a very upset 8 year that has a birthday gift that does not work. At 30C weather the quad should have no issue starting. They can come and get the quad and we can buy another one from another company. This has left a bad taste in my mouth. I even paid for them to test and build the quad.

  

  Business Response

  Date: 03/07/2024

  Thank you for taking the time to share your feedback. At Venom Motorsports, customer satisfaction is our top priority, and we deeply regret to hear about your recent experience.
  
  We understand the importance of having a quad, as a birthday gift we apologize for any inconvenience this has caused, and that we are fully committed to making this right for you.
  
  Upon evaluating the situation, we noticed that the unit was purchased a few months ago and may have been stored, which can sometimes result in issues like old gas, and an uncharged battery We have determined that a replacement carburetor is needed and is covered under your 1 year standard parts replacement warranty. Rest assured, the replacement has already been shipped with Purolator:
  
  Purolator Tracking Number - 334791167185
  
  Your satisfaction continues to be our highest priority, and we genuinely value your business. We kindly request for you to reach out to our service line ************* EXT ~ 2 should you need anything else.
  
  We sincerely apologize for any inconvenience this has caused again, and appreciate your patience as we work to resolve this matter to your satisfaction.
  
  Thank you!
  
  

  Customer Answer

  Date: 03/07/2024

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

• Initial Complaint

  Date:25/06/2024

  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.

  Purchased A Motorcycle from this company last year. It arrived defective. They refused to fix the bike, I have requested to return the bike in which i was denied. Now this company is forcing me to fix the bike. I can not register the bike because it was delivered defective. I have asked for a new bike for safety reasons and to return or refund of the bike via ************** I also have documentation of the arrival of the bike and the conversation with the delivery driver saying it was abnormal for the bike to be defective and that he can not take it back because it was the weekend. This company told me to find a mechanic since I didint have tools, I paid a three year warranty. All the nearby mechanic do not work on Canadian bikes. This has been a very unprofessional & predatory experience for new motorcycle buyers.

  

  Business Response

  Date: 03/07/2024

  Hello BBB,

  We've thoroughly searched our database and ticket/email systems but unfortunately couldn't find any records matching the full name or last name of this complaint.

  Can you please ask this person to provide proof of purchase from our company?

  Thank you.

  Customer Answer

  Date: 04/07/2024

   
  Complaint: 21901126
  
  I am rejecting this response because: My File with ************ should be under the number ************. My first & Last name is correct also. *************************. I have phone records, email records, and video records of this experience. 
  
  Sincerely,
  
  *************************

   

   

  

  Business Response

  Date: 12/07/2024

  Thank you for sharing your feedback with us. We appreciate your perspective on your experience with Venom Motorsports. It's important to note that there were quite a few crucial details left out.
  
  Upon reviewing your case, we see that we responded promptly to your initial contact regarding the issues with your motorcycle. On August 3rd, 2023, we successfully resolved the concerns you raised to your satisfaction. Following this, you informed us of your decision to sell the bike locally, indicating a resolution at that time.
  
  8 months later, you reached out to purchase a motorcycle part, which we gladly provided at a discounted price as a courtesy. Despite our attempts to contact you via phone and email to offer assistance, we have not received any response from you for many weeks now.
  
  We are committed to ensuring your satisfaction and are here to help resolve any outstanding issues or concerns you may have. Please feel free to reach out to us at ************** or email us at *******************************************************

  Your feedback is valuable to us, and we look forward to hearing from you.

• Initial Complaint

  Date:13/06/2024

  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.

  This company sold me a damaged bike and after weeks of emailing, there has been no attempt to rectify the situation. I even paid for an inclusive warranty on top of the damage in shipping.

  

  Business Response

  Date: 23/06/2024

  Thank you for taking the time to share your feedback. At Venom Motorsports, customer satisfaction is our top priority, and we deeply regret to hear about your recent experience.
  
  Upon reviewing your case, we acknowledge the frustration caused by the damages incurred in shipping. Please be assured that we are fully committed to making this right for you.
  
  All our vehicles include an inclusive warranty, which covers damages incurred during shipping. To address this issue promptly, we have shipped the replacement headlight and headlight bracket you need via **** The shipment details are as follows:
  
  UPS Tracking# 1Z3Y58R60396928407
  
  Your satisfaction continues to be our highest priority, and we genuinely value your business. We kindly request for you to reach out to our service line ************* EXT ~ 2 should you need anything else.
  
  We sincerely apologize for any inconvenience this has caused and appreciate your patience as we work to resolve this matter to your satisfaction. 
  
  Thank you!

• Initial Complaint

  Date:13/06/2024

  Type:Sales and Advertising 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.

  Sales man sold us a bike. Told us to spend the extra money for them to put bike together so its "ride ready" Fully Assembled + Inspected + Tested. Spend the money and invoiced for it. Received the bike assembled improperly. Sent them an email about it. They took my money and will not give a refund. 4 hrs later bike stopped working. They say its not there problem! Its been 30 days now with bike not working. Spent $3000.00 on this bike. Getting passed around. Would really like my money back or at least let the public know this is a scam and to be aware of this site.

  

  Business Response

  Date: 18/06/2024

  We genuinely thank you for providing your valuable feedback. At Venom Motorsports, our mission revolves around customer satisfaction, and your input is essential in helping us improve our services.
  
  Following your recent complaint, our team conducted a thorough review of your file to gain a comprehensive understanding of the situation you encountered.
  
  We remain fully dedicated to addressing your concerns and providing you with the necessary assistance. After assessing the situation, we determined that an Ignition coil was sent via Purolator:
  
  Purolator Tracking# ************
  
  Upon contacting our customer service team, our technicians provided personalized assistance and instructional videos on replacing the ignition coil. We have made these resources readily available for you to follow. Furthermore, we have maintained ongoing communication to ensure everything is progressing smoothly.
  
  Your satisfaction remains our top priority, and we are pleased to have resolved the issue by providing your parts. We genuinely value your business and look forward to continuing to assist you.
  
  Thank you for your understanding and cooperation.