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:29/08/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On approx 5/5/23 my, at the time 8 year old son, ordered a motorcycle from Venom Motorsports, without my knowledge or approval. I reported the charge as fraud on my credit card as I didn't order it and he denied ordering it. He ordered a 2023 Venom x22GT 250cc Automatic Motorcycle for #3,539.24, order #*****. I received a call from the shipping company, RoadRunner LTL, to arrange delivery of which I refused, still believing this was fraud. When *********** concluded the fraud investigation, determining it was not fraud, I contacted Venom to discuss a refund as I did not receive the motorcycle. After lots of phone calls and back and forth with Venom, RoadRunner and a 3rd company *************, I discovered Venom Motorcycle rescued the vehicle from RoadRunner on 5/15 via ************* and had it rerouted to a different customer, *************************. ****************** took possession of the vehicle, therefore marking the vehicle as delivered to consignee on record. After several frustrating calls with Venom they refuse to discuss with my that the vehicle was rescued from RoadRunner and rerouted to a different Customer b/c it shows the vehicle was delivered to consignee. Venom says I am the cosnsignee despite not having my signature accepting possession of the vehicle and despite page 2 of the Bill of Lading (BOL #*********) clearly stating the Ship To as *************************. ************* will not help me by calling or emailing Venom with proof of reroute at Venom's direction. My son took my credit card and made this purchase, which I am addressing, I really hoped Venom would do the right thing and look at the information with me and see that I do not have the vehicle and refund my money. Or at the very least send me the motorcycle my son ordered. Please help!

  

  Business Response

  Date: 05/09/2023

  Hello ****,
  
  I hope this message finds you well. I wanted to personally address the concerns you raised in your recent complaint regarding order. We take all customer inquiries seriously and have thoroughly reviewed our records to better understand the situation.
  
  Our records indicate that the motorcycle associated with order #***** was successfully shipped and confirmed as delivered to your billing address and the address matching with this BBB dispute located @ ***************************** *********, ** ***** on May 15, 2023. We have attached proof of delivery for your reference, and you can also track the shipment using the following link: *******************************************************
  
  Tracking# *********
  Carrier: Road Runner Freight
  Tracking Link: *******************************************************

  However, it has come to our attention that there is an open dispute with your bank regarding this order, with a claim of fraud associated with the transaction. Regrettably, this dispute has left us without the funds for the purchase and, more importantly, without the motorcycle itself. Due to this ongoing situation, we are unable to provide further assistance until the chargeback is resolved, and the funds are returned to us.

  We understand the frustration this situation may cause, and we are committed to resolving it as swiftly as possible. We recommend reaching out to your bank to expedite the resolution of the dispute. Once the chargeback is closed, and the funds are returned to us, we will be more than happy to work with you to address any remaining concerns and provide assistance as needed.

  Thank you for your understanding and patience in this matter. We look forward to the opportunity to assist you further once the issue with the bank is resolved.

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 20535986
  
  I am rejecting this response because when my son placed the order he entered the wrong address, it was only when I first spoke with a Venom rep that we noted the house number was incorrect on the order and it was updated before a copy of the shipping was emailed to me.  In addition, Page 2 of the shipping confirmation, as attached, shows the item was rerouted to ************************* at ********************************************************************************** phone number ************ .  The item was rescued by ************** at Venom's request and rerouted and delivered to *******************  This particular information was verbally confirmed to me by ******************, the **************** Representative with ************* at *********************** or **********************.  I am happy to have a conference call with the 3 of us to discuss.  In addition, ******************* of Road Runner, *************** and phone number ************, confirmed via email, attached, that ************* had the freight rescued from the terminal.  

  In addition, the bank verified, again that the funds were returned to Venom Motorsports once the claim was closed in early June 2023 and once the dispute was closed in Aug 2023.  I previously sent Venom Motorsports documentation that the bank closed the item and reissued funds to Venom Motorsports.  Please double check your records as ************ confirmed this to me again in mid-August.  When I spoke with *****, the Venom Motorsports representative, I expressed that I am happy to get on the phone with my bank and Venom to confirm the funds were indeed transferred back to them.  

  I hope that Venom will review the the 2 attached documents, showing the freight was rescued and delivered to ************************* in *************. I also hope that Venom Motorsports will take a few moments to speak with me and ************* and subsequently me and the bank, ************ to verify that the items I am stating are true.

  I contacted BBB to help settle this matter with Venom Motorsports and avoid legal action. 

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

  

  Business Response

  Date: 14/09/2023

  We have carefully reviewed your case and, with regret, must convey that we are unable to extend any further assistance regarding your complaint. On July 19, 2023, we received notification from the cardholder's bank concerning the card used for your purchase, which was reported as stolen. Consequently, the charges for your order were reversed and the fraudulent chargeback was closed in your favour. For verification purposes, please find attached the confirmation regarding this matter.
  
  At our organization, we take matters of this nature with the utmost seriousness and collaborate closely with financial institutions and cardholders to prevent fraudulent activities. Regrettably, given the prevailing circumstances, we are unable to provide any additional support in connection with this transaction.
  
  We genuinely apologize for any inconvenience this situation may have caused and sincerely appreciate your understanding.
  
  Thank you.

  Customer Answer

  Date: 15/09/2023

   
  Complaint: 20535986
  
  I am rejecting this response because: the fraud and dispute investigations were closed by *********** and charges were placed back on my account.  The most recent written communication from ***********, dated 8/4/23, which is after the date of the document you provided, stated that the case was close, not in my favor, and the charges were reapplied to my account.  Therefore, the money was resent to Venom.  In addition to the attached documents, *********** fraud and dispute Manager *** and I called Venom Motorsports on 9/15/23 at approximately 1:56 pm to verbally confirm the funds were in fact sent to Venom Motorsports.  ***, did confirm to the Venom Representative that the funds were resent to Venom.  However, she stated no Venom representative was in the office to assist us and that they would call me back on Monday 9/18.  As you can see from the *********** letter dated 8/4/23 the investigation was not concluded in my favor.  Per previous correspondence, the item was rescued by Venom from RoadRunner and rerouted to *********************** in ************* via *************.  See attached previously provided Bill of Lading showing it was delivered to ************************* in ** and attached email from Road Runner showing the item was rescued byu Venom Motorosports. I previously provided names and contact information for both logistics and shipping company who can confirm the item was not delivered to me.  I do not have the item.  The charge is on my credit card, which means ***********, the bank, submitted the money to Venom Motorsports.  Please do the right thing and refund the money.  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 26/09/2023

  We have carefully reviewed your case and, with regret, must convey that we are unable to extend any further assistance regarding your complaint. Due to your chargeback and actions, our company has incurred losses both in terms of the bike and the funds. On July 19, 2023, we received notification from the cardholder's bank concerning the card used for your purchase, which was reported as stolen. Consequently, the charges for your order were reversed and the fraudulent chargeback was closed in your favour. For verification purposes, please find attached the confirmation regarding this matter.

  At our organization, we take matters of this nature with the utmost seriousness and collaborate closely with financial institutions and cardholders to prevent fraudulent activities. Regrettably, given the prevailing circumstances, we are unable to provide any additional support in connection with this transaction.
  
  We genuinely apologize for any inconvenience this situation may have caused and sincerely appreciate your understanding.
  
  Thank you.

  Customer Answer

  Date: 27/09/2023

   
  Complaint: 20535986
  
  I am rejecting this response because: So Venom Motorsports is refusing to contact the shipper and/or the freight company for confirmation that the bike was delivered to a different customer?  ******************************************* is refusing to discuss this item with my bank and me confirming the money was returned to Venom in August, proof once again attached? Venom is refusing these items despite the evidence previously submitted and the the recorded call my bank and I made to Venom Motorsports on 9/15, in which the bank representative confirmed the money was returned to Venom?  Since Venom is refusing all of these items the only option is legal action.  My attorney will seek a full refund of the cost of the bike, all legal fees and damages for the time I have spent trying to work with Venom to bring this to a reasonable and honest close.  It is incredibly disappointing that Venom is not an ethical company willing to do the right thing.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:25/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the motorcycle for approx $2000 last year. It did not come with a manual or instructions. After watching a ******* video, I charged ****** rode the bike on three trips around town.I went to charge it about 6 weeks ago & it would not charge. I contacted Venom & was told to do all these tests & eventually remove & have load test performed. The battery is bad. Venom wants to charge $800 Fit replacement battery fir a coke that cost $2000 & was driven maybe 20 minutes. I want venom to replace battery free of charge.

  

  Business Response

  Date: 05/09/2023

  Hi ******,

  Thank you for reaching out to us regarding the issue with your motorcycle's battery. We understand your frustration and disappointment with the situation, and we appreciate your feedback.

  Regarding the battery issue you've experienced, it's essential to note that batteries are consumable components that can degrade over time, depending on various factors, including usage patterns, environmental conditions, and maintenance. Given that your motorcycle is well out of warranty and the battery has aged since your purchase, we cannot provide a free replacement.
  

  That being said, we understand your concern about the cost, and we want to assist you in resolving this issue to your satisfaction. In an effort to make the replacement more affordable for you, we can offer to split the cost of a new battery with you. We believe this is a fair compromise, given the circumstances.
  
  Please let us know if you would like to proceed with this arrangement, and we can provide you with the details on how to acquire a replacement battery at the reduced cost. 

  We appreciate your understanding and look forward to resolving this matter in a manner that meets your needs and expectations.

  Thank you.

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 20523552
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

   

  The bike was driven 23 miles. I have provided proof of that, it is not well outside of the warranty. I believe it a one-year warranty and I started contacting Venom prior to the expiration of the warranty. I agreed to pay half the cost when the price was $359. I was told the battery was initially $54.99 each,  then I was called back by **** and told it was one $129 each  and I agreed to pay half that.
  Then I was passed on to another person who upped the cost of the battery to $199 per battery. I agreed to pay $335 for new batteries and then the price of the batteries keeps increasing. If the company would be honest & keep to original resolution of $359 or even $387, I would agree. 

  

  Business Response

  Date: 14/09/2023

  Hi ******,

  I wanted to inform you that a replacement battery pack was shipped from our facility on September 12 and has been successfully delivered to your residence today, September 14. You can track its progress using *** Tracking# 1Z4A5E070316571888.
  
  If you require any further assistance, please don't hesitate to reach out. 

  Thank you.

• Initial Complaint

  Date:25/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** has had multiple D fax from the beginning of when I bought it the seat had just flown off the bike two times to where I had to buy another seat, and they had to send me out on a seat as well. Fuel gauge was reading sporadically, going over the full line and saying it was empty when there were still gas in it, bike would start up, but then die a few seconds after starting. Engine blew up around **** miles when I was riding it I brought the engine to get fixed at the shop. I spent 300 to get the engine, uninstalled and another 400 to get the engine shipped back to venom because they would fix the bike engine, because no other shop wanted to do the work on the engine piece by piece due to liability factor of if it did not get fixed right I sent them the motor they sent it back saying that it was fully repaired and tested and they sent me the motor back. I took the motor to the shop to get re-installed. They told me that the motor had been shipped off in two different places I had to re-order from venom, then the shop said that it also needed to have the metal chunks removed out of the engine that they did not refurbish the engine properly and the amount of work and labor charge which venom does not pay for labor on their warranty would equal $760 and it might be cheaper to just put a new engine in there venom took too long and was very unreliable so the shop is no longer willing to do business with them and gave me the bike back at a 95$ labor charge. My break broke down around February 28. It is now August 24th

  

  Business Response

  Date: 06/09/2023

  Hi ******,
  
  We sincerely apologies for any inconvenience you may have encountered with your Motorcycle. After a thorough review of all pertinent information, including warranty claims, we have determined that our team has diligently adhered to our established terms and conditions. As outlined in our terms and conditions, each vehicle is accompanied by a 1-year warranty for replacement parts, and our team has duly fulfilled this commitment.

  Our initial interaction with you took place approximately two weeks after your purchase in November 2022, when you reported damage to the passenger seat. Although such damages are typically considered wear and tear, we decided, in good faith, to honor the warranty for the passenger seat. Subsequently, we expedited the shipment of a replacement seat to you, and you can track it using *** Tracking# 1Z8FX6906833969314.
  
  A few weeks later, you contacted us once more, citing additional seat damage and requesting a replacement. Without hesitation, we stood by our warranty once again and promptly dispatched a replacement seat with *** Tracking# 1Z8FX6906814438745.

  Several months passed without communication from ******, until in June 2023, when he reported engine failure. Finding this situation unusual, we agreed to coordinate the retrieval of his engine and arranged for it to be transported to our facility for a thorough inspection and subsequent repair. Upon inspection, we discovered that the engine had been driven extensively without proper maintenance, leading to damage to the piston due to insufficient oil levels. We discussed our findings with you and, despite the situation, offered to repair the engine at no cost under warranty, provided that you committed to regular motorcycle maintenance.

  The repaired engine was delivered back to you on June 15, 2023, accompanied by *** Tracking# 1Z8FX6906820698382. Once again, we bore all costs related to shipping and repair. Our decision to do so was based on the understanding that you would commit to regular maintenance for your motorcycle, a critical factor in ensuring its longevity and optimal performance.
  
  If you are still encountering any issues, we urge you to reach out to our team so that we can provide further assistance and support.

  Thank you.

  Customer Answer

  Date: 06/09/2023

   
  Complaint: 20517886
  
  I am rejecting this response because:
  I have been in constant communication with the company the company has been very slow to respond and the bike has yet to be fixed within 6 months.The engine that I spent 600 $ for uninstall and shipping to the company to be fixed, they sent me back the engine and said it was repaired. It is broken in two pieces and need a new gasket and metal chunks in the engine that need to be repaired I already paid to have a refurbished engine no reason I should have to pay more the engine should already be fixed coming back from the manufacturer. The shop I was working with is no longer working with this bike or venom and I dont know any other shops to work on this vehicle. I need a solution. Or they should send me new engine or bike or refund
  Sincerely,
  
  *********************

  

  Business Response

  Date: 14/09/2023

  Hi ******,

  Thank you for your communication. We appreciate your concerns and would like to address them as clearly as possible. It's important to emphasize that the situation with your engine has arisen due to specific circumstances. The engine in question had accumulated **** miles of use with the original oil it was initially equipped with, without undergoing any oil changes. Unfortunately, this lack of maintenance led to overheating issues, subsequently causing damage to the piston and rings. We want to emphasize that this damage is a result of the absence of regular maintenance, and it is not a reflection of the bike's quality.
  
  In a gesture of goodwill, we extended an offer to repair the engine under warranty, even though this particular issue does not fall within the scope of warranty coverage. We proceeded with the repair and returned the engine to you. Our dedicated team also offered comprehensive assistance by providing step-by-step instructional videos and facilitating FaceTime calls to guide you through the motor installation process. However, it appears that you have declined our assistance.
  
  Understanding your desire to resolve this matter, we are proposing an alternative solution to address your concerns. We are willing to offer you a new engine at a reduced cost, and we are prepared to share the expenses with you as a demonstration of our commitment to assisting you in this situation.
  
  We kindly request your input on how you would like to proceed. You can reach us at ************** or simply respond to our emails. Your satisfaction is important to us, and we are eager to work with you to find a resolution that aligns with your needs.
  
  Thank you for your understanding and cooperation.

  Customer Answer

  Date: 15/09/2023

  I got oil changes on the bike that was not the same oil put in there I have receipts of my oil changes and I broke in bike just the way it should. This solution is still no good as money is still coming out of my pocket when the engine should have already been fixed with the money I already paid. How about a new bike instead of a new motor?
  Complaint: 20517886
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 22/09/2023

  Hi ******,

  To address your concerns, we have two options available for you:
  
  Discounted New Motorcycle: We are pleased to offer you a significant discount on a brand-new motorcycle, which we can conveniently deliver to your doorstep. This would allow you to enjoy a fresh and trouble-free riding experience.
  
  Repair and Tune-Up at Our ******* Facility: Alternatively, since you are located in **********, we extend an invitation for you to bring your motorcycle to our facility in *******, **. Our skilled technicians will conduct the necessary repairs, install a new engine, and perform a comprehensive tune-up to ensure your motorcycle is in optimal condition.

  Please let us know which option you prefer or if you have any additional questions or concerns.

  Thank you.
  
  

  Customer Answer

  Date: 27/09/2023

   
  Complaint: 20517886
  
  I am rejecting this response because:

  This does not provide me a solution more money out my pocket when engine should already be fixed and more money to send them the motorcycle again. Im not payin $2050 for a new bike that doesnt come with warranty and no shop will fix if something go wrong and shipping it to the shop in la is not a resolution. The company is completely inconveniencing people as no shop wants to work with them on engine repairs couldnt even recognize their bikes, the only solution to this problem would be they give me another bike and take this one back my motorcycle has been sitting almost 8 months now how can I be trusted to run and operate again.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:21/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought 2 venom 125 madix out of ****** Canada and they r only 3 months old. I spent more time trying to get them running then my kids get to enjoy them. Their warranty is for one year and answered me 2 times saying they will send the info to their team or mechanic. The only thing any good on the bikes is the frame so far. Tires, bent rims wheel bearings. Most parts loose, bad wiring harness connectors, intake filter housing, chain was really tight, its falling off now, leaking engine, rear axle nuts for the hubs, jam nuts and set screws for rear axle. Battery won't hold a charge, have to push the bike in gear to free up the engine because it's stuck and won't turn over. When it do start it smokes like crazy and it's a 4 stroke. Engine mounts. Thinks that's about it. Oh and the carbs leak

  

  Business Response

  Date: 29/08/2023

  Thank you for reaching out to us regarding the issues you have been experiencing with your ATVs. We sincerely apologize for the inconvenience caused, and we appreciate your patience as we investigated the matter further.
  
  After a thorough review of all available information, including warranty claims and correspondence, we have concluded that our team has operated in accordance with our stated terms and conditions. As outlined in our terms and conditions, each vehicle is accompanied by a 1-year replacement parts warranty. We are pleased to note that on two separate occasions, our team has honored this warranty by covering wear and tear parts under warranty, and at no additional cost to you. For your reference, please find attached the warranty claims with the Purolator Tracking numbers: ************ and 334157218457.
  
  Terms and Conditions: *****************************************************
  
  Moreover, it's important to highlight that proper assembly of the ATVs is a crucial factor in ensuring their longevity and optimal performance. We have reviewed our records and noted that you declined our team's offer to assemble and PDI the ATVs for you. We understand that you opted to assemble the units yourself, which we respect. However, it is worth noting that incorrect assembly and maintenance can contribute to many of the issues you are experiencing.
  
  Nonetheless, please know that we remain committed to your satisfaction. Our team is always available to assist you, and we continue to stand firmly behind our products. We have made several attempts to contact you over the past week, but unfortunately, we have been unable to reach you or receive responses to our emails. Your warranty remains valid until June ****, and we encourage you to reach out to us if you wish to work together in resolving any ongoing issues or concerns. 
  
  Thank you.

  Customer Answer

  Date: 31/08/2023

  I have called them back and they didn't return my call. I didn't want them to put the bike together for me because it was another $150 per bike to do and I'm a licensed mechanic.  I'll try calling them again tonight.  I'm at work in ********** for the next 3 weeks

  

  Business Response

  Date: 07/09/2023

  Hi ****,

  I hope this message finds you well. We sincerely appreciate your business and are committed to resolving the issues you've been experiencing with your ATV. However, we've encountered some challenges in reaching out to you via phone and email, which we believe might be due to connectivity issues in the *************. Rest assured, we are determined to assist you in resolving this matter.

  Up until today, we have not received any videos or pictures that demonstrate the issues you've encountered with your ATV. We understand your concern regarding the requested parts, but without visual evidence of the problems, it becomes challenging for our technicians to accurately assess and address the issues under warranty.
  
  To expedite the resolution process, we kindly request that you provide us with a video showing a 360-degree walk-around of your ATV. In this video, please ensure that you clearly showcase the current condition of your ATV and state the date when making the recording. This visual documentation will enable our technical team to thoroughly evaluate the issues and determine the necessary parts required to rectify the problems under warranty.

  If sending us videos or cooperating in this matter is not feasible for you, we do offer an alternative solution. You have the option to return the ATVs to our facility for a refund less an applicable restocking fee based on the condition they are returned in.

  Thank you.

  Customer Answer

  Date: 07/09/2023

   
  Complaint: 20492771
  
  I am rejecting this response because: I would like them to pay off the loan I got for the bikes and the shipping for both bikes back to them. I spent more time fixing the bikes then riding. A friend I have here where I work said it was the worst bike he ever got. I'm just so sick of fixing the bikes all the time. 
  
  Sincerely,
  
  **************

  

  Business Response

  Date: 15/09/2023

  Hi ****,

  To proceed with the return process, kindly ship the *** back to our facility address provided below:
  
  VENOM MOTORSPORTS
  *********************************************************,
  CANADA
  
  Once we receive the *** at our facility, we will promptly initiate the refund process.
  
  A refund will be issued to the card on file that was used for the original purchase.

  Thank you

  Customer Answer

  Date: 22/09/2023

   

  They said they would take the quads back and now they r saying they wont

  

  Business Response

  Date: 28/09/2023

  Hello,
  
  To proceed with the return process, kindly ship the ATV's back to our facility address provided below:
  
  VENOM MOTORSPORTS
  ********************************************************************,
  Canada

  Once we receive the ATV's at our facility, we will promptly initiate the refund process less any applicable restocking fees. The refund will be issued to the card on file that was used for the original purchase.
  
  We appreciate your patience and understanding in this matter. If you have any further questions or concerns, please do not hesitate to reach out to us.
  
  Thank you 

• Initial Complaint

  Date:16/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  -Transaction Date - 06/21/23 -Amount paid $1888.99 -The business committed a one year bumper to bumper warranty when purchased - Nature of Dispute, Ordered a 2023 Venom X20 and was sent a 2022 Venom X20 asked for a replacement with the correct bike and the company refused, the bike sent also has a transmission problem, the company sent me an email showing what the problem may be, upon checking it turns out that the problem is the actual transmission and after reaching out again, the manager mentioned that my warranty was suspended voided due to my reviews and because I mentioned that I would seek legal counsel to get this resolved, I have recordings and also screenshot showing what I wanted to ordered when I called and there was no mention of the 2022 model. At this point I just want the transmission replaced, they stated that they will not send me parts and if I wanted my money back I will have to ship the bike back to their warehouse in California at my expense which would run about $800 coming from Connecticut. ****** ****** ****** ******** ****** *********

  

  Business Response

  Date: 24/08/2023

  Hello ****,
  
  We appreciate your communication and the opportunity to address your concerns. Attached, you will find your order confirmation page and a copy of the receipt that was promptly emailed to you following your purchase on June 21, 2023. As you review the receipt, you'll notice that the item purchased corresponds to the 2022 model, in contrast to the reference of a 2023 model in your complaint. We encourage you to verify this information in your email records, as all our correspondence consistently refers to the acquisition of a 2022 model, rather than a 2023 model.
  
  In addition, it is important to maintain a respectful and courteous tone in all interactions. We regretfully note instances of abusive and harassing behavior directed towards our team. To provide clarity on this matter, we have attached three recorded phone conversations, each spanning over 10 minutes. Regrettably, these calls depict instances of raised voices, offensive language, and derogatory remarks directed towards our team members, hindering their ability to assist you effectively. It's important to emphasize that our business operates under a policy of zero tolerance for such behavior. We are committed to maintaining a professional and respectful environment for both our customers and our team members.
  
  Considering the circumstances and your actions, we believe the most suitable course of action is to return the bike to our facility for a full refund. We kindly request that you share the return tracking number with us via email once it becomes available. This will allow us to process your refund promptly.
  
  Thank you for your understanding and cooperation.

• Initial Complaint

  Date:09/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Within the last 6 months, I have purchased several motorbikes from this company. One in particular was a mini chopper, upon arrival discovered that the bike does not properly function. I have contacted Venom Motorsports in regards to the issue as this is a brand new bike. As it is purchased out of province the only way to determine the issue is to send a video of the problem. Upon receiving the video the company determined that the clutch was defective. Although they have offered to send a new part, I am still expected to cover labor costs to ************ again a brand-new bike. Venom Motorsports is refusing to refund or exchange the defective equipment unless we first bring it to a mechanic and pay out of pocket to try and have this brand-new machine fixed. As a consumer, I do not feel satisfied to have spent much money on a bike only to have to spend more money trying to fix it straight from the dealer. I would be understanding if something went wrong after a period of use but this product has not functioned properly since the day it was delivered to me.

  

  Business Response

  Date: 17/08/2023

  Hi ****,

  We appreciate your business and the opportunity to address your concerns regarding the recent warranty service request for the mini chopper unit. After thoroughly reviewing your complaint and the details of your agreement, we'd like to clarify the situation and provide a clear resolution moving forward.
  
  First and foremost, we acknowledge your status as one of our valued dealers, actively engaged in purchasing units from us in bulk for resale purposes. We understand the importance of a strong partnership and we highly value your commitment to our brand.
  
  As stipulated in your contract, you are are responsible for performing warranty claims for the units they have sold. This obligation ensures that customers receive timely and efficient service for any potential issues that *** arise after their purchase. This includes the provision of warranty service and repairs for the products sold. Our intention is to maintain the highest level of customer satisfaction and product quality through collaboration with our dealers.
  
  In reference to the specific situation involving the 50cc Mini Chopper, we acknowledge that it was sold to a customer who subsequently brought it in for service. According to the terms of your dealer agreement, it is your responsibility to address warranty claims for units you have sold. In such cases, Venom supplies the necessary parts for free and at no cost to you. We are committed to supporting our dealers in providing excellent service to their customers and upholding the standards set forth in our partnership.

  If you have any further questions, concerns, or if you'd like to discuss the specifics of this situation further, please do not hesitate to contact us directly.

  Thank you

  Customer Answer

  Date: 29/08/2023

  Hi there,

   

  I am writing in regard to complaint ID 20448229; my father ************************* placed this complaint and only received the letter response in the mail a couple of days ago. As the letter stated he had 10 calendar days to respond which would be today August 28th; but it seems like the online forum has closed for him to respond. As he does not have access to the internet this has delayed him from being able to place his response so I am hoping this email will satisfy the needs as it is still within 10 business days, only 5 since he received the posted letter. 

   

  He received a response from Venom Motorsports Canada which he is not satisfied with. Their response stated my father, ****, was a motorsport dealer, which he is not. **** is a single-person customer who purchased these bikes for the purpose of personal use. They also stated he "sold to a customer (by ****) who subsequently brought it in for service" and is his "responsibility to address warranty claims for the units sold". The bike in question has never been resold since the purchase from Venom Motorsports. The equipment arrived defective and could not be resold because of its inability to properly function. this brings us back to his initial complaint that from the moment the bike arrived from Venom Motorsports to his home, the equipment was not functioning correctly, It was never resold nor was it intended to be.

   

  I hope this email can be used as a response to the complaint as the online form closed before end of day on August 28th.

   

  Thank you for your time,

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

  

  Business Response

  Date: 06/09/2023

  Hi ****,

  Thank you for your response. We are pleased to inform you that your purchase comes with a 1-year parts replacement warranty, which covers the necessary replacement parts in case of any issues within the specified period. We understand that you've experienced an issue with your mini chopper, and we are committed to providing a solution.

  As per our previous communication, we want to reassure you that we will cover the required replacement part under warranty at no cost to you. We will promptly ship the necessary part to your doorstep to facilitate the repair process. Our team also provides a step-by-step installation video demonstrating how to install the new part.

  It's important to note that, as outlined in our terms and conditions, labor costs for installation and repairs are not included in the warranty coverage. The terms and conditions that you agreed to at the time of purchase can be found in detail on our website here: ***************************************************** . Please review this document for a comprehensive understanding of our warranty coverage.

  If, for any reason, you are no longer interested in proceeding with the warranty repair process, we offer an alternative solution. You may choose to ship the mini chopper back to us with your preferred carrier, and we will be happy to process a refund for your purchase once the bike is returned to our facility. Please let us know if you would like to initiate this process, and we will provide you with the necessary instructions and assistance.

  Alternatively, if you wish to utilize your warranty and request the shipment of the replacement part, kindly reach out to our customer service team at **************.

  Thank you.

• Initial Complaint

  Date:24/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased two 50cc mopeds from Venom Motorsports last year. We paid $2299.99 for each one plus $199.99 each for a 2 year extended warranty and another $169.99 each for full assemble +PDI + Tested for a total of $5339.94 plus g.s.t = $5606.94. The mopeds were late coming and when they finally arrived they would not run properly. They would start and stalll all the time. We contacted the seller and they asked us some questions they proceeded to send us parts to fix the problem and expected us to install the parts they sent by watching videos. We informed them we were not going to install then parts and would seek out a repair shop who had the experience to do the repairs (install carborators and starters). We asked for compensation fo the repair costs and eventually were given $200 compensation which didn't even cover half of our expenses. The mopeds came in MPH not KPH which was never disclosed in the description so they sent us new speedometer but once again expected us to install them. Right now One of the mopeds is "working" and my daughter is using it but is still stalls but she manages it. The other one still won't run and the repair shop is unsure of the problem but in the meantime we have spend almost $800 between the two to install the parts that we sent and to try and get them working properly. We have filed another complaint but nothing has happened. We want to at least send back the one that doesn't work and get all of our money back including the repair costs. I can't believe that a company would sell a product that doesn't work and claim that is was working when they shipped it (the $169.99 each we paid to ensure this was crap). All they did was send parts for new mopeds that should have been working from the start. We are not the only mad customers, you can check the reviews on line and see they are a 2.1 out of 5. We want financial compensation in the range of $4000 to cover the purchase cost of one of the moped and all of the repair cost on both of them.

  

  Business Response

  Date: 02/08/2023

  Hello ***,
  
  We appreciate the opportunity to address your concerns and provide you with a detailed response regarding the warranty claims you've raised in your BBB complaint. We have thoroughly reviewed your case, including the provided information and the terms and conditions of our warranty.
  
  As stated in our terms and conditions, your order is accompanied by a comprehensive 2-year replacement parts warranty. We are pleased to confirm that our team has diligently adhered to these terms throughout the process. We have promptly responded to your warranty claims and provided you with the necessary replacement parts, including carburetors, switches, speed transducers, and combination switches. These replacements were shipped directly to your home on multiple occasions, all at no cost to you.
  
  Furthermore, we recognize the importance of a smooth installation process, and in light of this, we have taken an additional step to assist you. Our records indicate that a substantial refund has been issued to your credit card over time to aid with the installation expenses related to the replacement parts covered under warranty. We acknowledge that our warranty specifically covers replacement parts and does not extend to labor costs, but we have chosen to support you beyond the stated terms.
  
  You can review the full details of our warranty policy by visiting the following link: *****************************************************
  
  We understand your frustration and are committed to ensuring your satisfaction. If you find that you are no longer willing to continue working with us, we are willing to make an exception. You have the option to return the purchased product for a refund. To initiate this process, please follow the instructions below:
  
  1) Ship the product back to our facility address:
  VENOM MOTORSPORTS
  *********************************************************
  Canada
  
  2) Ensure that the outer carton prominently displays the provided RMA# ****R. This step is essential to expedite the refund processing without any delays.
  
  Please note that a restocking fee will be deducted from the refund amount based on the mileage and condition of the returned scooters.
  
  We are committed to resolving this matter to your satisfaction and encourage you to proceed in a manner that aligns with your preferences. If you have any further questions or require additional assistance, please do not hesitate to contact us at ************** or by email ******************************* 
  
  Thank you.
  
  

  Customer Answer

  Date: 03/08/2023

   
  Complaint: 20370081
  
  I am rejecting this response because: I want to make sure, have clarification on who is going to pay for the shipping cost to return my black scooter (it has a total of 8 miles drive and is in new condition but doesn't run) (I believe the seller should arrange for the pick-up and transport and cost of the return).

  Also, I want to make sure that I am receiving my FULL money back ($2,299.99 for the scooter plus, $199.99 for the extra warranty I paid and the $169.99 I paid to have the scooter full assembly and tested) = $2803.47 for one scooter (both cost us double but we have managed to keep the red one working with costs to us to install the parts, etc). I have emails from shortly after the date of delivery last year that both ****** had problems. 

  I did receive $200 from the seller but this is not substantial as they stated as my repair bills for both scooters have totaled $1292.34 (minus the $200 they gave me leave me $1092.34 out of pocket).

  I feel that because the scooter was defective from the start as stated in my emails that the cost I have incurred should be reimbursed along with the full purchase price. Had the seller simply offered to return the scooter from the start I would have not been out the repair cost but they only sent me the parts that they believed I needed to install (expecting me to install them myself by watching a video) but even with the parts and a mechanic installing them the scooter still doesn't work (it is sitting in his shop as we speak).

  I believe this is a case of the product being defective from the start and the manufactures warranty is applied along with the Sale of Goods Act.

  I feel that I should be reimbursed $3895.81 for the FULL cost of the black scooter and additional items I purchased and the labour costs too.

  I was not able to attached all the repair invoices but I do have them all and so does the seller as I have sent them via email. I also have emails dating back to last June when the scooter where purchased complaining about both of them not working properly even though we paid to have them tested.

  I the BBB needs more information or to see anything else, I am happy to provide them.

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

  

  Business Response

  Date: 10/08/2023

  Hello ***,
  
  To initiate the return process and receive your refund, kindly ship the scooter to the following address:
  
  VENOM MOTORSPORTS
  *********************************************************,
  Canada
  
  Upon receiving the motorcycle, we will promptly begin processing your refund, which will be issued to the original card used for the purchase.
  
  Please keep in mind that a deduction may apply to the refund amount if the motorcycle shows signs of extensive use or is not in optimal condition.
  
  Should you require assistance or have further inquiries, please do not hesitate to reach out to us.
  
  Thank you

  Customer Answer

  Date: 14/08/2023

   
  Complaint: 20370081
  
  I am rejecting this response because:

  Venom Motorsports still has not addressed my questions and concerns from the last message sent. Yes, I would like to send back the black scooter that I purchased because it is a defect and should be covered by a Manufacturer Warranty but they have not answered the questions as to who is paying for the shipping cost which could be hundreds of dollars to send from ******* to ******* (I feel they should be covering the cost as the product is defective).

  Also they have not said that I will be given a FULL refund of the purchase price (they keep saying they will inspect it and determine my refund. It has a total of 9 miles on it as it hasn't worked from day one) $2,299.99 including the extra warranty $199.99  that I purchased and the full assembly cost of $169.99 plus g.s.t for a Total of $2803.47. This is the minimum amount that I feel I should receive. I am also looking for compensation of the money I spent to try and get the scooter running due to it being defective.

  The cost of the repair/service bills has already been submitted to them and is totaling $1293.34 - less the $200 received for a total of $1093.34 on top of the $2803.47 purchase price. 

  I would like to have someone talk to me or respond to my email with answers to these questions not just keep saying send the scooter back, here is the address. 

  When they answer my questions directly and give me specific answers they we might be able to come to some form or an agreement and understanding.

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

  

  Business Response

  Date: 23/08/2023

  Hi ***,

  As stated in our terms and conditions, all sales are final. However, we are making an exception by allowing you to return the scooter. Please note that if you wish to proceed with the return, you will need to arrange the return shipping from your end.
  
  Upon receiving the returned scooter, a restocking fee will be assessed based on its condition. Unfortunately, as you haven't provided us with pictures or videos demonstrating the scooter's current state, it is challenging for us to accurately estimate the restocking fee. We kindly ask that you share pictures and videos showcasing the bike's condition so we can determine an approximate fee.
  
  Additionally, if you're open to continuing to work with our team, we encourage you to take advantage of the warranty coverage. Please provide us with pictures and videos highlighting any specific issues you're facing with the scooter. This information will greatly assist our technicians in diagnosing and addressing the problems effectively and shipping out any parts you may need under warranty and at no cost to you.
  
  If you have decided not to proceed with our services and would like to initiate the return process, kindly ship the scooter back to our warehouse address:
  
  VENOM MOTORSPORTS
  *************************************************, K1V8B9
  Canada

  Thank you.

  Customer Answer

  Date: 30/08/2023

   
  Complaint: 20370081
  
  I am rejecting this response because:

  I am rejecting this response because: Thank you for finally answering one of my questions - Who is paying for the shipping. I am not happy that you are asking me to pay for the return shipping when I am sending back a scooter that has not worked properly from day one as I have stated many, many times and you have copies of the invoices that I sent where I have spent over $1000 to try and get in running with the carburator you sent (that was worse than the orginal one) and it the scooter still wont' start or run. You mention working with your team, I don't want more parts that I have to pay to have installed and may or may not work. I had asked for a new engine assembly but that request was never answered.

  
  We are sending it back becasue it is faulty and defective and should fall under the Manufactures warranty and I beleive you should be paying for the return shipping or at least offering to split the cost. You are now mentioning a restocking fee but you do not say why this is now a part of the processs or you much it will be. They scooter doesn't work for us so there should not be any extra cost to us. You still have not answered my questions about reimbursement of the 2 year warranty I purchased or the *** assembly cost I paid to have it out together and running (which it is not and hasn't ran properly from the start as you can see from the 8 miles on the original odmeter which is another issue we had is that you sent the scooter with odemeter in MPH not KPH and then we had to pay the cost to have them installed).

  
  I believe that I am in the right to ask for a FULL Refund of the entire purchase price $2299.99 (no restocking fee or deduction for use) along with the cost of the warranty I purchased $199.99 and the PDi $169.99 for a total of $$2803.47. THIS IS what I want you to Guarantee you will refund me. The only deduction I would agree too is half of the shipping cost (you send me a fully paid shipping label and then deduct half of the cheque or etransfer - you can't refund the amount to the credit card we used to purchase as that card is no longer in use.)
  I would like to have the over $1000 in repair cost too but I have backed off that and that is my concession to this dispute. I feel I have given way more ground then you have and I would like you to do the right thing and guarantee me the FULL Refund as listed above. 

  
  We have been going back and forth and getting nowhere. I thank you for allowing us to send the scooter back but you need to realize it is due to issue on your end not on ours. We tired and spent over $1000 on this scooter because we wanted to have it running but it has now been two summer without use and the cost to us has been ridiculous.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/09/2023

  Hi ***,

  I hope this message finds you well.
  
  As stipulated in our terms and conditions, all sales are considered final. However, we are willing to make an exception in your case and accommodate your request to return your scooter, which is now over a year old. Given the scooter's age and the significant refund we have already provided, we kindly request that you arrange for the scooter's return if you wish to proceed with the return process. We want to emphasize that this flexibility demonstrates our commitment to your satisfaction.
  
  Should you decide to continue working with us and take advantage of your warranty, we remain more than willing to assist by providing any necessary parts in accordance with your warranty coverage.
  
  Please take a moment to let us know how you would like to proceed, and we will do our best to assist you further.
  
  Thank you for your understanding and cooperation.

  Customer Answer

  Date: 13/09/2023

   
  Complaint: 20370081
  
  I am rejecting this response because: There has been no real answers to my questions and no admittance of fault by Venom. We purchased two scooters and right off the truck both had issues (there are many emails showing this). We had to spend our own money to get the red one running (install a new carburetor - yes it was sent by Venom but we also purchased two years of warranty). They expected us to install the parts ourself and tried to send us videos on how to but the videos we not even the same scooter as we bought. Since when does a customer have to install their own parts and why should we even need parts for a NEW scooter that we paid to have assembled and *** tested to make sure it was running properly (they we not). We also had to pay to have the spedometer/odometer changed from Miles to Kms (yes Venom sent us a new one) but this fact was never listed or mentioned prior to purchase. As for the black one that we are wanting to return, it has never ran properly. It has stalled and not worked since the start and even trying to install a new carburetor and new spark plugs (all at our own cost - yes the carburetor was sent to us but it was worse then the original and they wanted to send us another one and again we would have to pay to have it installed. I asked for a new ENGINE assembly but this was never sent or even acknowledged). We have spent over $1200 on labour and parts for both scooter and the "significant" amount of money Venom sent us was $200 (this covered one bill on the red scooter). We are still out over $1000 on new scooters to try and get them running which the black one is still not. It has 9 miles on the original odometer and 0 on the new KMs one because it WONT RUN. IT IS DEFECTIVE AND THAT IS WHY WE WANT TO RETURN IT. VENOM NEEDS TO ACKNOLEDGE THIS AND REFUND OUR TOTAL PURSCHASE PRICE PLUS THE *** AND REMAINING WARRANTY (1 YR OF THE 2 LEFT). THEY ALSO NEEED TO PAY FOR THE SHIPPING TO RETURN IT. It is an outrage that they want us to pay the shipping (I offered to pay half) and that they want to charge us a restocking fee and give us partial money back for usage. WE NEVER USED IT! IT IS DEFECTIVE AND SHOULD BE COVERED BY THE MANUFACTURES WARRANTY AND SALE OF GOODS ACT. 

  WE HAVE CONTACTED A LAWYER WHO WILL BE HELPING US GOING FORWARD TO GET WHAT WE FEEL IS OWED TO US.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a bike in October 2022. Low quality, but it is cheap I thought to myself. Not even a full year later I haven't been able to get to 50 miles on the bike. Everything is so cheaply made I cannot recommend this company to sell bikes to people. Everything is rusting through internally, and the welds are all so terrible it seems like a sick joke.
  
  A recall needs to be made against Venom Motorsports. They refuse to take responsibility or acknowledge any wrongdoings.

  

  Business Response

  Date: 12/07/2023

  Hi ******,

  We hope this message finds you well. We appreciate your feedback and take customer satisfaction seriously.

  After receiving your complaint, we thoroughly reviewed your file to gain a better understanding of the issue. It came to our attention that there are certain factors that were not mentioned in your complaint which we believe are important to consider.
  
  According to our records, your bike was unfortunately stolen for several months and then later recovered. We sympathize with the distress and inconvenience caused by such an unfortunate event. However, it's crucial to acknowledge that during the period of theft and recovery, the bike experienced damage and exposure to unfavourable conditions, which have contributed to the issues you are currently facing.
  
  While we understand your desire for a replacement motorcycle, it is important to note that the theft and subsequent damages were beyond our control. However, we genuinely empathize with your situation and, as a gesture of goodwill, we offered to provide you with FREE replacement parts to assist you in resolving the issues with your bike that were caused by the theft.
  
  We regret that our offer was not satisfactory to you. We remain committed to assisting you within the boundaries of our company policies. If you would like to discuss this matter further or explore alternative solutions, we encourage you to reach out to our customer service department directly.

  Thank you.

  Customer Answer

  Date: 12/07/2023

  
  
  Complaint: 20272930
  
  
  
  I am rejecting this response because:
  
  There's errors in their response. They are reflecting blame on my end when it's not my issue.

   

  Sure my bike was stolen, but I recovered it in less that a month I just didnt keep in touch because I could tell Venom Motorsports did not care.

  The metal you guys are using is so disgusting and hiding behind your product is silly. This bike has been stored inside of a garage for nearly a year in 0 humity and yet you you have the smugness to say I stored it wrong? Shame on you.

   

  I'm not even asking for a new bike or parts. Id like a refund. No amount of replacement parts will make up for the fact everything on this bike isn't quality metal.
  
  Sincerely,
  
  
  
  ****** *****

  

  Business Response

  Date: 20/07/2023

  Hello,
  
  To proceed with the return process, kindly ship the motorcycle back to our facility address provided below:
  
  VENOM MOTORSPORTS
  1380 S CALDWELL CIR
  ANAHEIM, CA, 92805
  UNITED STATES
  
  Once we receive the motorcycle at our facility, we will promptly initiate the refund process. The refund will be issued to the card on file that was used for the original purchase.
  
  We appreciate your patience and understanding in this matter. If you have any further questions or concerns, please do not hesitate to reach out to us.
  
  Thank you 

  Customer Answer

  Date: 21/07/2023

  
  
  Complaint: 20272930
  
  
  
  I am rejecting this response because: your team is ignoring clear requests and skirting responsibility.

   

  I want you to do a recall, everyone that owns these bikes needs a refund from you guys. I am not sending this bike back as I have 200 hours plus into it. You owe me at least a partial refund for my labor getting this frame sturdy.

   

  Engine mounting bolts are also cracking. What idiot uses 8mil bolts to secure an engine?
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:28/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a Venom ATV in june 2022 brand new from their online store for about 1900$ including pre-assembly and inspection. After a couple of recharge on the battery in the first couple of days, the battery was dead. Like others, talked to their tech and had me test it on video and it took a couple of weeks before they sent me a new one. Second battery did the exact same thing, and even blew up the charger, again took a couple of weeks before they sent me a new one. Third battery arrived and did the same thing again. This is where things get unbelievable. They asked me to take pictures of the battery and the sticker that changes color if in contact with water was red so they accused me of being responsible for water damage on the battery so they wouldn’t replace the battery on fix the electrical problem causing the batteries to overheat and die. As I told them this was impossible since the ATV had never even ran in a water puddle, never seen rain and garage kept…the entire couple days it even worked over the entire summer. I asked for a full reimbursement and then they stopped answering my calls and emails. Will be taking them to court…

  

  Business Response

  Date: 04/06/2023

  Hello ****,

  Thank you for reaching out to us regarding the issues you have been experiencing with the batteries for your Electric ATV. We sincerely apologize for the inconvenience caused, and we appreciate your patience as we investigated the matter further.
  
  After carefully reviewing your case and the attached documentation, it appears that the batteries in question have been replaced three times under warranty due to water damage. Our batteries are equipped with a water sticker that turns red when it comes into contact with water. This indicator helps us determine if water damage has occurred.
  
  Based on the information provided, it seems that the reason the batteries have stopped working is due to submerging the Electric ATV in water. Please see attached picture of your battery with the water sticker turning red. While we understand that accidents can happen, it's important to note that water damage is not covered under our warranty policy.
  
  We have already provided you with three replacement batteries as part of our warranty coverage over the course of 1 year, which is more than what is typically offered. Unfortunately, we cannot continue to provide free batteries for instances of water damage, as it falls outside the scope of our warranty agreement. Our team has generously provided you with three replacement batteries, which is beyond the standard warranty coverage.
  
  We genuinely value your business and would like to assist you further. If you have any other concerns or require additional assistance with your Electric ATV, please let us know, and we will do our best to help you find a suitable solution.
  
  Thank you for your understanding.

  Customer Answer

  Date: 04/06/2023

  
  
  Complaint: 20115614
  
  
  
  I am rejecting this response because:
  
  
  First of all, your facts are wrong concerning the batteries:

  Battery no 1 : Came with the atv pirchased brand new, lastedt a couple of recharges (couple of days) and stopped working. NO water damage

  Battery no 2 : you guys sent me this battery to replace the original battery (no1) and it did the exact same thing as battery no 1. Again NO water damage.

  Battery no 3 : you guys sent me this battery to replace the 2 previous faulty batteries, when it came it didn’t look brand new (little damage on the connector to recharge), and it did the exact same thing as the 2 previous batteries. When your tech asked me to send a picture of the tape that becomes red if in contact with water is the first time I ever looked at this tape and it was already red, as if it did come in contact with water. As I told your tech, not only has the battery never been in contact with water, the whole atv had never seen or touched a drop of water because : 1- It was never working and 2- the total of maybe 10 days that it has worked, it was only in dry condition since I didn’t want to damage the lawn too much, plus it always been kept in the garage.

  So the only explicable reason for this tape to become red is that you guys sent me the battery already like this, as it didn’t look new as I said before.
  

  As I told your tech, there must be an electrical problem with the atv causing all three batteries to die prematurely. 
  

  Your tech started to treat my like a lyer and when I asked for a full refund because I had lost all confidance in your company and asked to talked to a manager, you guys never called back or answered my emails.

  I still demand a full refund and I will gladly return your atv so that you guys can look at it and find the electrical problem that is underneath the 3 batteries diying within a couple of hours each time. 

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

  

  Business Response

  Date: 11/06/2023

  Hi ***********,
  
  We hope this message finds you well. We would like to kindly request that you bring your unit to our facility in Ottawa. Our highly skilled technicians will be available to address any issues and perform a thorough tune-up to optimize the performance of your unit.
  
  Thank you for your cooperation.

• Initial Complaint

  Date:23/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a motor scooter from venom Motorsports about 30 day to 45 days ago at first I decided I did not want to buy the bike so I canceled my order and got a call from a salesman named **** he said that yes they do get some bad reviews but the good reviews are a lot more and he said not to worry it’s a good product so I told him I will take his word and I bought it and he said if something goes wrong they will get the problem taken care of well I got the bike and everything looked good I drove a total of 3 times maybe put 15 miles on it and I noticed a clear oily puddle under the bike I am guessing it’s oil I sent a video and pictures and I was told to see if the bolts are tight and they are and they said they will get back to me I am waiting for them to get back to me. I don’t feel I should have to work on a bike that’s new and I am not a motorcycle mechanic and feel they should send someone out to fix it or give me my money back or they send me another bike and pick this one up. I should have stayed with my gut feelings and not bought the product I hope the the sales person **** will stay true to his word like he told me on the phone. I am keeping my fingers crossed.

  

  Business Response

  Date: 08/06/2023

  Hi ****,

  Thank you for reaching out to us and bringing the issue with your 150cc Maddog trike scooter to our attention. We sincerely apologize for the inconvenience caused by the bad gasket at the oil drain plug, resulting in a small leak.
  
  After thoroughly reviewing your file, our technicians have confirmed the cause of the issue. We take full responsibility for this and are committed to resolving it promptly. To address the problem, our team has already shipped a replacement gasket to your residence under warranty. You will receive it soon, and there will be no cost to you.
  
  Furthermore, we understand the importance of providing clear instructions for the replacement process. Therefore, we will be sending you a detailed video guide on how to replace the gasket. This will assist you in completing the task accurately and efficiently.
  
  Once again, we apologize for any inconvenience caused, and we appreciate your patience and understanding throughout this process. If you have any further questions or concerns, please feel free to reach out to our customer support team. We are here to assist you.

  Thank you!