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: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.

• Initial Complaint

  Date:13/06/2024

  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.

  We purchased two youth atv's *************** purchased the bikes 80% assembled in crates. When we picked them up, they were fully assembled (usually a charge for this). Within a few hours of riding, the bikes would no longer charge properly, then quit working. We were given instructions to take the bikes apart to check the batteries. While doing this, we discovered the plate on the bikes, identifying that they were manufactured in November of 2021 and March of 2022. There were broken/missing bolts and the battery compartments were not sealed. We provided the company with videos and pictures of this. The company agreed to inspect the bikes and provide a refund after they verified this, less a restocking fee if they could not. We dropped the bikes off, they inspected them, let us know of all of the existing problems, and charged us $600.00 for the issues. The issues were there when we bought the bikes as shown in the videos we sent them of us taking them apart. We would like our $600.00 refunded as we were sold inferior products that were clearly not even new. When I mentioned this, I was told by the rep I was dealing with, "did it say anywhere that they were brand new?" This is unnacceptable.

  

  Business Response

  Date: 20/06/2024

  Thank you for taking the time to share your experience. We sincerely apologize for any inconvenience you faced and would like to clarify some aspects of your purchase and our services.
  
  When you purchased the two ATVs from us in April, we provided them fully assembled and PDI (Pre-Delivery Inspection) tested as a gesture of goodwill. This full assembly package is typically an extra charge, but we covered it as a courtesy to ensure you had the best possible experience with your new ATVs.
  
  Regarding the manufacturing dates, the ATVs are manufactured at the dates shown on the vehicles, representing the newest, most up-to-date models available. These units were brand new and unused, and we guarantee that all our products are the latest models available and backed with a 1 Year warranty. 
  
  We are committed to providing exceptional support through our warranty and service policies. It appears there was a miscommunication regarding our instructions. We clearly outlined that we would service and repair the ATVs at no cost if they were brought to our facility. Unfortunately, this offer was not accepted.
  
  When we received the ATVs for inspection, we noted that they were soaking wet and heavily used, conditions not previously reported or shown in the videos and pictures provided. The batteries and controllers had been submerged, necessitating replacements. Despite these unforeseen issues, we honoured our agreement to inspect the ATVs and provided a refund minus a restocking fee, which was agreed upon. We charged you a reasonable restocking fee that you had previously agreed to.
  
  We genuinely appreciate your feedback and regret any inconvenience you experienced. Our aim is to provide the best possible service, and we believe we have done so in this instance. Thank you for your understanding and for giving us the chance to address your concerns.

• Initial Complaint

  Date:03/06/2024

  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.

  On 2-16-2024 I purchased a Lifan KP Mini RS 150 motorcycle from Venom Motorsports. I received it approximately 1 week later. The motorcycle had problems that required parts and 1 problem which made the motorcycle unrideable. So I contacted Venom Motorsports. All I got was the run around. They would not cooperate to repair the Motorcycle. So, my wife and I called Discover card to see if they could help us. They took back the money in their account and deposited in ours. After about 1 month they gave Venom Motorsports back their money. Now Venom Motorsports is saying they locked my account and they will not honor the warranty I paid for. They also charged me $168.00 for my tag that was supposed to go to the State of Georgia for my tag. Lastly, I had to pay a motorcycle shop $250.00 because the chain was rubbing against the frame. They had to grind down a weld that was interfering with the chain. I have been cussed out by their reps. **** has been the worst buying experience in my life. These people are brutal and so unprofessional.

  

  Business Response

  Date: 07/06/2024

  Thank you for bringing your concerns to our attention. We understand your frustration and would like to clarify the situation.
  
  You initially contacted us regarding issues with a malfunctioning right turn signal. Our team promptly provided guidance, requesting a video or image of the signal light to accurately diagnose the issue. However, you declined this request and insisted on receiving a replacement turn signal. Despite our continued efforts to assist, you terminated the call twice, which prevented us from addressing your concerns thoroughly. Additionally, although you mentioned having mechanical expertise, there seemed to be difficulties with installing the signal light, even with the installation instructions we provided via video.
  
  It has come to our attention that you have filed a chargeback with your credit card company and received a full refund, while still retaining possession of the merchandise. This situation suggests a potential misuse of Discover Regulations, as it implies a refund was issued without returning the goods.
  
  To move forward and assist you further, we kindly request that you contact your bank to close the dispute. Once the dispute is closed, we will be more than willing to address any remaining concerns and ensure you receive the support you need.
  
  Thank you.

  Customer Answer

  Date: 17/06/2024

   
  Complaint: 21795913
  
  I am rejecting this response because: THEY ARE LYING! I did send them pictures of the ** not working and even took the bike apart to show them that the ** was connected up to the wiring properly. I did send them pictures of the ** ** bracket that was either the wrong part or designed wrong. Then when I rode the bike the drive train was making noise in which we found out by taking it to a Motorcycle repair shop that the chain was rubbing on a huge weld by the swingarm attachment point that had to be repaired to ride the bike (they had to grind the weld down so the chain would not hit it). Their customer service rep cussed me out  because I alerted Discover card to try and stop payment on an unrideable bike? Discover card took the money out of their account but placed it back in their account. Now ******************** is saying my account is locked because of Discover Card. ANOTHER LIE!!!!!!!!! I called Discover and this is a fabricated story by Venom. THERE IS NO HOLD OR LOCK THAT DISCOVER CARD HAS ON THE ACCOUNT!!!!!!!!!!!! Look at my bill of sale Venom charged me $168.00 for Ca. taxes. WRONG!!! That money was supposed to go to the state of Georgia for advalorem taxes for my Ga. state tag. Also, look at the repair paper I sent you. It states that the bike could not be ridden until the weld on the frame was ground down enough to clear the chain. IS IT MY FAULT THEY SENT ME AN UNRIDABLE BIKE? NO. AT this point Venom owes me $168.00 for the state advalorem taxes they kept and $250.00 for the drive train repair I had to pay a motorcycle repair shop to fix it. I HAVE ABOUT 30 EMAILS THAT WILL PROVE THIS I JUST NEED TO FIGURE OUT HOW TO SEND THEM. What's funny is over 1 year ago I bought a **15 pocket bike from them and did not have a single problem getting replacement parts. WHY NOW? I tried buying a part from them several weeks ago for the **15 pocket bike. It was the front brake Assy. THE WOULD NOT SELL IT TO ME, THEY TRIED KEEPING MY MONEY BUT PAY PAL STRAIGHTENED THEM OUT! They owe me $418.00 for the taxes they cheated me out of and the repair to get the bike rideable. PLUS, my warranty needs to be reinstated for that was part of the purchase price I paid. Venom has no local repair shops so this was the only way to handle the repair.

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

  

  Business Response

  Date: 25/06/2024

  It has come to our attention that you have filed a chargeback with your credit card company and received a full refund, while still retaining possession of the merchandise. This situation suggests a potential misuse of Discover Regulations, as it implies a refund was issued without returning the goods.
  
  To move forward and assist you further, we kindly request that you contact your bank to close the dispute. Once the dispute is closed, we will be more than willing to address any remaining concerns and ensure you receive the support you need.
  
  Thank you.

  Customer Answer

  Date: 26/06/2024

   
  Complaint: 21795913
  
  I am rejecting this response because: This is a LIE! Discover does not have a hold on the account. THEY ARE LYING TO YOU! Please call discover card there is no such thing. I will forward my emails to you ASAP. Please give me a few days. My original complaint still stands and I want my money for the repair $250.00 I had to do to make the bike rideable and also the $168.00 that they charged me in Ca State taxes when this money belonged to the ********************************** This company is a rogue company. They lie, cheat, steal! This company needs to be stopped from doing this to customers!
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/07/2024

  We understand that you are currently in possession of both the merchandise and the funds. To resolve this matter promptly, we kindly request that you ship the bike back to our facility. Once we receive the bike, we will be able to proceed with the necessary actions to address your concerns.
  
  Thank you for your cooperation and understanding.

• Initial Complaint

  Date:24/05/2024

  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.

  1 star 16/05/2024 Bought a bike it was delivered the bikes electrical system broke the first day. The hardware they sent me was cheap. **************** is disrespectful and unprofessional sold me a broken bike I was supposed to be able to register that day and it's not even capable of starting complete and total loss of my money. Have been getting the run around from customer service given numerous set times for appointments that havent been followed up. Been waiting over a month and a half for parts received the parts had to wait three weeks for them to send me a video of their approved method of installing said parts. Finally got the video fixed the one issue regarding the electrical system. Still cant turn over my bike. Ive registered and insured the bike and it doesnt run and hasnt since Ive purchased the bike 4/11/24 Ive paid in full $2099.99 for a bike I could take that day and be street legal you cant even register the bike with the insurance company unless they put it as other in their registry. Im out the registration fee $312.50 the insurance $125 and the $2099.99 for the broken down bike not including the time and labor Ive put in waiting for my Brand new bike to run. The entire thing is a complete and total loss. And Im still getting the run around from the company. Who again is very difficult to get ahold of and a straight answer out of. Ive only have a 1 year warranty on the bike and its been 1 1/2 months already and the clock is ticking on my warranty for my bike that immediately broke down. So the warranty on the parts is a complete and total waste when the bike is sitting in a garage waiting for the company to diagnose why their bike isnt working as the company gives me the runaround my bikes warranty is slowly going away while my bike is non operational sitting in a garage.

  

  Business Response

  Date: 31/05/2024

  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 observed that the option for PDI + Assembly was declined during the bike acquisition process. In instances where this service is not selected, the responsibility for the Pre Delivery Inspection (PDI) falls upon a local mechanic. It appears that this essential step was not completed on your end, which may have contributed to the challenges you faced.
  
  Nevertheless, we remain fully dedicated to addressing your concerns and providing you with the necessary assistance. After assessing the situation, we determined that a Battery Strap, Fuse, Gear Shifter, was required and eligible for coverage under warranty which was sent via *** Tracking# 1Z8FX6906829675792
  
  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: 12/06/2024

   
  Complaint: 21757826
  
  I am rejecting this response because: *********** is being cooperative now. After this complaint yet have still been unable to provide me with a solution to my problem. My warranty will be ending soon and I've yet to have a fully operational bike. Yes they are working with my to get my bike running by having me send videos to them and then the company will ship me parts hoping it will solve the issue. It hasn't. Now I'm playing phone tag back in forth through emails and phone calls just to get anything accomplished. With my brand new bike sitting in a garage collecting dust. Just hoping this complaint will speed along the process seeing as because after I made the complaint one of my pieces was delayed over a week. Really just want my bike fixed or a new one.

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

  

  Business Response

  Date: 20/06/2024

  We appreciate your continued engagement and for providing us with further feedback regarding your experience. Your satisfaction is of utmost importance to us at Venom Motorsports, and we apologize for any inconvenience you have faced.
  
  After receiving your latest response, we have taken additional steps to ensure a timely and satisfactory resolution to the issues you have encountered as we want to reassure you that we are fully committed to resolving your situation. To address the issue with your bike, we have shipped a starter motor under warranty.
  
  The shipment details are as follows:
  
  UPS Tracking# 1Z8FX6906831437900
  
  We have consistently ensured clear and open communication to provide you with timely responses and solutions. Our technicians are available to provide any further assistance you may need with the installation of the new parts, and we will continue to monitor the situation closely to ensure your bike is up and running as soon as possible.
  
  We genuinely appreciate your patience and understanding throughout this process. Our goal remains to see you fully satisfied with your purchase, and we are confident that the actions we are taking will achieve this outcome.
  
  Thank you once again for your cooperation and for giving us the opportunity to make this right.

  Customer Answer

  Date: 29/07/2024

   
  Complaint: 21757826
  
  I am rejecting this response because:

  I would like to keep the complaint open until my entire list of problems is fixed entirely not appease the company because they say theyve tried. Now the company is telling me that if I continue using the BBB to get things accomplished they will not work with me. I've been explicitly told this by ***** one of their sales people which is why I haven't actually been given any help to begin with I've been retaliated against and this company is allowing it. They sent me parts to replace brand new parts that they manufactured and broke immediately. That's fine I'll take replacement parts but when I'm replacing said part per advice of company and come to find out that the internal components during manufacturing were improperly installed and was told that I have to pay the money to not only fix a problem that occurred during manufacturing they want me to pay for the labor as well. This company has done nothing but give me the run around, make excuses, and tell me that the only way i will be getting my bike fix is if I or someone I know i.e a family member to spend more money on a brand new motorcycle that was improperly manufactured. This is just bad business practices and I don't want anyone else to experience what I have been experiencing for months now.
  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/08/2024

  Thank you for reaching out to us again. We understand that you have been in communication with us for some time regarding your concerns. At this point, the best resolution we can offer is for you to return the bike for a refund.
  
  Please ship the bike back to our address at:
  
  Venom Motorsports
  ***************************************************************
  *************
  
  Once we receive the bike, we will thoroughly inspect it and process your refund accordingly. This solution aims to ensure that you are not further inconvenienced and that we can resolve this matter promptly.
  
  We appreciate your patience and understanding. Should you have any questions or need assistance with the return process, please contact our customer service team directly at ************* EXT~2 or via email at ******************************************************.
  
  Thank you and have a great day!

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21757826
  
  I am rejecting this response because: I have to pay to return the broken bike which was manufactured cheaply and improperly plus I'm completely out of pocket on registering the bike which was $350 and for the two years of insurance ive paid for $75. This does nothing to help me in any way.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/04/2024

  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 motorsports last month in March of 2024. The bike came completely inoperable, it wont start at all and it keeps blowing fuses, not only that the rear wheel was attached incorrectly which could get me killed. Ive informed the company of these facts and they have been giving me the runaround for weeks and weeks and the only help they have offered was to ship a replacement part (which doesnt work) and send videos on how to work on the bike (which they never sent). Im not a mechanic and nor do I have the time or patience to be constantly fiddling with a brand new bike to get it operational. I want my money back and to be rid of these problems.

  

  Business Response

  Date: 11/04/2024

  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 observed that the option for PDI + Assembly was declined during the bike acquisition process. In instances where this service is not selected, the responsibility for the Pre Delivery Inspection (PDI) falls upon a local mechanic. It appears that this essential step was not completed on your end, which may have contributed to the challenges you faced.
  
  Nevertheless, we remain fully dedicated to addressing your concerns and providing you with the necessary assistance. After assessing the situation, we determined that a Voltage Rectifier was required and eligible for coverage under warranty.
  
  UPS Tracking# 1Z8FX6906817141701
  
  Upon contacting you with our customer service team, a resolution has been found as a mechanic was able to look over the unit and provide the proper Pre Delivery Inspection (PDI).
  
  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 

• Initial Complaint

  Date:27/03/2024

  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 purchased a four ******* from them when I finally got it unbox half of the parts was not there. So i call them sent them pictures of what I need this company doesn't have any clue of what's going on. They will take your money you can't return your purchase at all if not satisfied with it. Please don't deal with these people they will take your money. They will send you wrong parts it's not worth it.

  

  Business Response

  Date: 04/04/2024

  Thank you for taking the time to share your feedback with us. Customer input is invaluable to us, and we want to assure you that your concerns are taken seriously. After a thorough review of your file, including warranty claims and all correspondences with our team, we would like to provide clarity on the matter.
  
  Upon reviewing our shipments history, we confirmed that the correct part was indeed ordered to be delivered to your address. However, there was an unfortunate mix-up which resulted in the incorrect part being shipped to you by the manufacturer. Rest assured, we are committed to rectifying this mistake and ensuring that the correct part reaches your doorstep. Although the item was temporarily out of stock, we went beyond our warranty policy to secure a special order directly from the factory. This order has been processed and is currently in transit to your address. You can track the shipment using the *** tracking number: 1ZY627940396152894
  
  Despite our efforts to contact you via phone and email with this positive update, we have unfortunately been unable to reach you. We understand your frustration and aim to provide exceptional customer service. As a token of goodwill, we have extended your warranty by a significant 2 months. We apologize if this resolution has caused any inconvenience, but we believe it will address your immediate needs.
  
  Your satisfaction remains our top priority, and we sincerely appreciate your patience and understanding throughout this process. Once the parts arrive at your address, please feel free to reach out to our customer service team if you require any further assistance or support. We are here to help in any way we can.
  
  Thank you for bringing this matter to our attention, and we are grateful for your continued support and understanding.

• Initial Complaint

  Date:13/03/2024

  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 1600 W electric dirt bike for my sons birthday and it never ran from day one 2/10/24. I have gone through several rounds and hours of diagnostics directed by Venom customer service. They sent me a new throttle to see if that would fix it and it did not (they also sent the plastic cover under warranty) - this took two weeks to sort through. When the new throttle didnt fix the issue, they asked me to remove the battery and take photos of it. The battery had a red indicator sticker that indicated the battery had been exposed to water. There is no way it was exposed to water since Ive had it since it was delivered right into my garage, it has only been stored in my garage, and was never ridden. No leaks, floods, weather events in my garage, and its never been drivable so no way it was exposed to weather.The folks Ive spoke to there are very polite but their position is that the battery is not covered under warranty, even though it never worked from day one and there's no way I got it wet. Instead of honoring their obligation to provide a functional product, they offered a 20% discount and then went up to an insulting 33% discount to replace the $350 battery meanwhile taking an additional 2 weeks of back and forth to get to that offer. I paid $1,000 for this dirt bike, it has never run from day one, and now I have to pay a couple hundred dollars more for an issue I didn't cause, plus its been over a month since my sons birthday and sitting dead in my garage. They also reminded me that all sales are final so I dont even have an option to ship back for refund. I had no other option but to pay for the replacement battery, we will see what happens.Do not take the risk buying from Venom. There are many other options out there at the same price which are surely higher quality and more reputable.

  

  Business Response

  Date: 18/03/2024

  Thank you for taking the time to share your feedback with us. We genuinely value customer input and want to assure you that we take concerns seriously. After a thorough review of your file, including warranty claims and all correspondences with our team, we would like to provide clarity on the matter.

  Upon reviewing your order history, we confirm that your order was placed on January 14, 2024, and successfully delivered to you on January 22, 2024. We understand that three weeks after receiving your order, you reached out to us regarding issues with the battery.
  
  As part of our standard quality assurance process, all our batteries are equipped with a watermark sticker designed to indicate contact with water. Our records indicate that the sticker on your battery was indeed red, indicating exposure to water. It's important to note that our batteries are sealed and protected within a casing, making it highly unlikely for the sticker to turn red under normal circumstances. It typically requires prolonged exposure to deep water for such an occurrence to happen. Additionally, it's important to highlight that you reported the battery issue three weeks after taking ownership.
  
  Despite the circumstances, we empathize with your situation and strive to provide exceptional customer service. As a gesture of goodwill, our team extended a significant discount on a replacement battery to assist you promptly. We apologize if this resolution caused any inconvenience; however, we trust it was offered in good faith to address your immediate needs.
  
  We are pleased to hear that after receiving the replacement battery, you indicated that the issue has been resolved, and your son is back to enjoying his dirt bike. Your satisfaction is our top priority, and we are grateful for your patience and understanding throughout this process. Please be assured that your warranty remains active until January 2025, and we are committed to standing behind the quality of our products. Should you require any further assistance or support, please do not hesitate to reach out to our customer service team. We are here to assist you in any way we can.
  
  Thank you for bringing this matter to our attention, and we appreciate your understanding and continued support.

  Customer Answer

  Date: 18/03/2024

   
  Complaint: 21430706
  
  I am rejecting this response because:

  As stated in all of my discussions with your team, the crate was stored in my climate controlled garage immediately upon delivery.  I opened the crate on 2/9 to assemble the day before my sons birthday (battery came pre-installed in the bike so I never even touched it) and the bike was never functional.  After weeks of troubleshooting, you guys suggested I remove the battery and when I got the it out, the sticker showed as red.  This damage had to have happened prior to me receiving the delivery - it also raises concerns about the entire bike being flooded or something prior to receiving.  You chose to take the position that somehow I caused that damage and then after a month of never being able to use the bike I paid $1,000 for and all of the hours of troubleshooting you offer me $100 off a $350 battery.  You also offered addl 2 months of warranty coverage, though that still doesnt make up for the lost time and additional money out of pocket.  I understand its your word against mine and you have the leverage because you already have my $1000, I had a bike that didnt work from day one, and you dont accept returns.  Again, reputable companies who value their customers as you claim in your response do not operate this way.  I dont really have any options here, its not worth the time to take this to small claims court but, Venom can still do the right thing on refunding what I paid for the battery and correct this situation.

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

  

  Business Response

  Date: 27/03/2024

  After reviewing your case, we have decided to approve your request for a return.
  
  To proceed with the return process, kindly ship the dirt bike back to our facility at the following address:
  
  VENOM MOTORSPORTS
  **********************************************************************
  *************
  
  Please ensure that the dirt bike is securely packaged to prevent any damage during transit. Additionally, include any relevant documentation or accessories that came with the bike originally.
  
  Once we receive the returned item and verify its condition, we will process your refund promptly.
  
  If you have any questions or need further assistance regarding the return process, please don't hesitate to reach out to our customer service team. We are here to help and ensure a smooth resolution to your request.

  Thank you.

  Customer Answer

  Date: 27/03/2024

   
  Complaint: 21430706
  
  I am rejecting this response because:
  I am open to returning the dirt bike for a refund, please confirm the following:  #1: I will be compensated for the crating/shipping costs to return the bike to you and #2: I will also be refunded the amount I paid for the replacement battery in addition to what I paid for the bike.

  If my two items above are not covered, then returning the bike for refund is not acceptable.  
  

  Again, Im asking to be refunded the amount I paid for the replacement battery that came to me already defective.  That will settle this matter.

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

  

  Business Response

  Date: 05/04/2024

  To initiate the return process, please send the dirt bike back to our facility using your ****************** method. Here's our address:
  
  VENOM MOTORSPORTS
  **********************************************************************
  *************
  
  Upon receipt of the returned item and confirmation of its condition, we will promptly issue a full refund.
  
  Thank you for your cooperation.

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 21430706
  
  I am rejecting this response because:

  You ignored the two questions from my prior memo before accepting your offer for refund, please answer the following: #1: Will I be compensated for the crating/shipping costs to return the bike to you? and #2: Will I be refunded the amount I paid for the replacement battery I wrongfully had to pay for in addition to the price of the bike + shipping? 

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

  

  Business Response

  Date: 19/04/2024

  We kindly ask that you return the dirt bike and battery to our facility at your convenience, using the shipping method of your choice. Upon receipt of the returned item, we will promptly process your refund.

  Thank you for your cooperation.

  Customer Answer

  Date: 19/04/2024

   
  Complaint: 21430706
  
  I am rejecting this response because:

  Still no answer to my questions, just the same canned response.  This is a waste of time and reinforces my original statements.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:21/02/2024

  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.

  The bike was purchased January 2nd of this year. When received the bike it had a broken fender rusted gas tank and did not run at all at all. We asked for a bike that we paid for not a broken bike not a rusted gas tank not a broken carburetor. I have attached emails going back and forth with them this is been an ongoing problem. I have asked for a refund and instead they sent a new carburetor which was for a 125CC which I did not buy I bought a 90cc motorcycle. They sent a new throttle with no cable and a solution to run through the rusted gas tank that was supposed to remove the rust but did not. When I call them and told them about it their answer was if we ship it again the same things going to happen because it's from overseas.

  

  Business Response

  Date: 04/03/2024

  Thank you for taking the time to share your feedback with us. We genuinely value customer input and want to assure you that we take concerns seriously. After a thorough review of your file, including warranty claims and all correspondences with our team, we would like to provide clarity on the matter.

  As part of our quality control process, all bikes undergo thorough testing before being shipped out. This testing involves filling the fuel tank with gas to ensure the bike is in proper running condition. Unfortunately, during transit, the residual gas can dry up, leaving behind a rust-like appearance inside the tank. However, we assure you that this is merely a surface effect caused by the dried gas, and it will dissipate once you fill the tank with fresh fuel.
  
  We understand your frustration and have made several attempts to address your concerns via email and phone calls. However, regrettably, our attempts to communicate with you have gone unanswered. Our latest efforts to reach you by phone were unsuccessful, as we were directed to your voicemail, and our emails remained unanswered.
  
  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, and upon receipt, we will process a full refund to the credit card on file.
  
  VENOM MOTORSPORTS
  ********************************************************************
  *************
  
  Thank you

  Customer Answer

  Date: 20/03/2024

   
  Complaint: 21324834
  
  I am rejecting this response because:They sent me a motorcycle with a rusted gas tank us not knowing we filled up the tank with gas tried to start the bike. We went through a whole tank of gas come to find out. They said it was a carburetor when I took the gas tank off I come to find out when I look at it the whole thing was rusted. It ruined the pistons, and the rings they will not stand up to the policy. They said they had the nerve to tell me it was the carburetor after I sent him pictures of the gas tank inside, completely rusted and what did to the motor They said its due to shipping and thats not their problem. They screwed us out of $1600 and will not replace the bike and they sent us a bike knowing that the gas sink was rusted and if you run it through a motor it will ruin the rings and the piston. The motor is shot now . 
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 27/03/2024

  As part of our quality control process, each bike undergoes thorough testing before being shipped out to ensure it is in proper running condition. This testing includes filling the fuel tank with gas. Unfortunately, during transit, the residual gas can dry up, leaving behind a rust-like appearance inside the tank. We want to assure you that this is merely a surface effect caused by the dried gas and will dissipate once you fill the tank with fresh fuel.
  
  However, we understand that this may not meet your expectations, and we sincerely apologize for any inconvenience it may have caused. If you are no longer interested in keeping the bike and would like to proceed with a return, we are more than willing to accommodate your request.
  
  Please ship the bike back to our facility address provided below:
  
  VENOM MOTORSPORTS
  1380 ********************
  *******, **, 92805
  *************
  
  Upon receipt of the bike, we will process a refund to the credit card on file.
  

  Once again, we apologize for any inconvenience this may have caused and appreciate your understanding. If you have any further questions or concerns, please don't hesitate to contact us.
  
  Thank you for your cooperation.

  Customer Answer

  Date: 29/03/2024

   
  Complaint: 21324834
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:19/02/2024

  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.

  Purchased a mini jeep from venom. Since day 1 the jeep has had issues. I had to hire a mechanic to fix the electrical, steering and carburetor. Recently the back frame snapped and its not drivable. Waste of money!! The customer service is horrendous. Please stay away from this company!

  

  Business Response

  Date: 27/02/2024

  Thank you for bringing your concerns to our attention. We understand the importance of addressing your issues promptly and thoroughly. After a thorough review of your file, including warranty claims and all correspondences with our team, we would like to provide clarity on the matter.
  
  Our investigation indicates that our team has diligently operated in accordance with our terms and conditions. As outlined in our terms, each vehicle is backed by a 1-year warranty, and we have adhered to this commitment. We have taken the initiative to send you two separate parts on two occasions at no cost to you, and the *** tracking numbers for these shipments as follows:
  
  WARRANTY CLAIM#1: 1ZY627940393050562
  WARRANTY CLAIM#2: 1ZY627940390537551 
  
  It is important to note that while some of the parts sent are wear and tear items, and others may have been damaged due to improper use, we have honoured our warranty to provide you with the necessary replacements as our commitment to you as a customer.
  
  We understand the frustration that can arise, and we want to assure you that we are committed to working with you to resolve any ongoing concerns. Your Jeep remains covered by warranty, and our team is ready to provide assistance whenever you need it. If you are experiencing any difficulties or have additional questions, please do not hesitate to reach out to our team. As a gesture of goodwill, we would like to extend your warranty for an additional 3 months to demonstrate our commitment to your satisfaction.
  
  Feel free to reach to out to our toll free number if you have any questions - **************** EXT~2
  
  Once again, we appreciate your communication and the opportunity to address your concerns. We are here to assist you in any way we can.

• Initial Complaint

  Date:16/02/2024

  Type:Order 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 for myself on Christmas 12-27-23.i paired to extra delivery insurance that was posted and offered on the order page on venom motorsports website to find out that this is not even there insurance for an extra $140.00. I get the bike randomly dropped on my front driveway after not being informed of delivery and was left sitting out randomly for everyone to see.I finally get the product unpackaged to find cracks and scratches on the motorcycle , i inform the company immediately they had low comprehension skills of the parts that were damaged i had to send video and tried to explain finally they understood part of the problem and sent me a piece to fix once i drove the motorcycle i experienced a wobble and stress on the brakes i contacted them again they offered to find a mechanic to help me fix this problem and that was 2 months ago they stopped replying to my emails they also didn't send me the part they thought could be the problem .They took my money and now im stuck with a crooked chained bike that will not align and unsafe to drive also had grease squirting out of the front axle which also has brake squeal so maybe if i find anyone who would work on this bike maybe for a few more grand i can drive it one day but if venom cant even find me a mechanic to work on this bike then i doubt i will have any luck . they are not a real company they just take your money and wish you the best. i am now stuck with frustration instead of a motorcycle the delivery insurance they offer on there page for additional money was an addition waste the license plate i paid for are a waste the only insurance im paying for is a total waste the upgrade i bought from them are a total waste maybe some day ill get one of the parts they think might be wrong with my bike in the mail but i doubt that will fix the problem

  

  Business Response

  Date: 24/02/2024

  We hope this message finds you well. We appreciate your feedback and take customer satisfaction seriously. After receiving your complaint, we thoroughly reviewed your file to gain a better understanding of the issue. 

  After thorough diagnosis by our technical support team, it was determined that a replacement rear axle bolt and chain tensioners were required to resolve the issues you were facing. Unfortunately, these parts had to be special ordered in. We promptly communicated this delay to you and offered to explore compensation options. We appreciate your understanding and patience during this process.
  
  To ensure smoother communication, we have transitioned to texting, as per your preference. We have also provided you with the tracking information for the parts, and we're pleased to hear that you have already contacted the recommended shop and are awaiting the arrival of the part. We trust that the scheduled service appointment with the mechanic will resolve the remaining issues promptly.
  
  For your reference, here is the **** tracking information for the parts shipped to your residence and under warranty: 92701903332000300000374871.
  
  We genuinely value your business and are committed to ensuring your satisfaction with our products and services. If you have any further questions or concerns, please don't hesitate to contact us.
  
  Thank you.