Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a brand new chaparral 287 ssx boat from ****** marine. During my first major cleaning I pulled out the sea decking mats to clean under them. When I was cleaning the decking I noticed I couldnt clean what I thought was dirt. Got up close and it turned out to be the decking that was improperly installed by the manufacturer (I had an independent shop inspect it and confirm this happened during the manufacturing process). Back and forth with the dealer and manufacturer and chaparral tells me this is normal and part of the process. Inspected other chaparral boats at the dealer who didnt have this issue so its obviously not normal. Bottoms up boat repair said this isnt normal. But chaparral refuses to repair this decking. Among the many other problems Ive had with it, this decking is the worst and considering how much these luxury boats cost this is not normal.

  Business Response

  Date: 05/23/2025

  Chaparral Motorsports is a retail dealership located in **************, **********, specializing in the sale of motorcycles, ATVs, UTVs, and related parts and accessories. We are not affiliated in any way with Chaparral Boats, nor do we sell or service boats of any kind.
  It appears that this complaint may have been submitted to the wrong business. We respectfully ask that the matter be redirected to the appropriate company associated with Chaparral Boats.
  We wish you the best in resolving your concern and are happy to clarify that Chaparral Motorsports is not involved in this matter.

• Initial Complaint

  Date:01/17/2025

  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 12/29/24 I ordered 4 5.5 gallon gas jugs and some accessories, all in stock and free shipping over $49, totalling $236.11. I waited for my delivery confirmation and on 1/15/25 I received an email from chaparral stating my order was cancelled for one or more prohibited items. Messaged them asking why and they said they don't ship the fuel cans, too big. I asked then why does it say there are 10+ available for delivery when I select a color and free shipping over $49 right on that page. They said it was an IT issue, we told them. I said that sounds like false advertising. They said they don't ship those but site states different so I contacted BBB

  Business Response

  Date: 01/17/2025

  Thank you for bringing this matter to our attention, and we sincerely apologize for the frustration and inconvenience this experience has caused you.
  
  After reviewing your order and correspondence, it appears there was a miscommunication regarding the availability and shipping limitations of the 5.5-gallon gas jugs. Unfortunately, our system displayed incorrect information, indicating that the items were available for free shipping, which was not accurate due to size-related shipping restrictions. This was an error on our part, and we take full responsibility for it.
  
  We are actively working with our IT team to correct this issue on our website to prevent similar situations from occurring in the future. We appreciate your feedback, as it helps us identify and resolve these types of problems.
  We understand how this might feel like false advertising, but please know that it was not our intention to mislead you. We strive to provide clear and accurate information to our customers, and this situation fell short of our standards.
  
  Thank you for your understanding and for giving us the opportunity to address this matter.

  Customer Answer

  Date: 01/21/2025

  So saying, "I take full responsibility" and doing absolutely nothing else absolves you. They are still for sale and free delivery on your site. I just checked. The fact is, I purchased items you didn't WANT to pay to ship and canceled my order under false pretences, saying there are items prohibited in my area. When I called to clear it up all I got was a robotic human that refused to just give me a genuine answer and instead just repeated policy. You should be repeating it to your it not your customer. So as far as I'm concerned this IS false advertising and I don't understand your position. Thank you. 

• Initial Complaint

  Date:09/10/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  What is the point of buying a service contract, if when you take your motorcycle in for a service that you have to pay $232.90 of a $682.00 bill? I happen to work in the vehicle industry at a ********** dealership, ********** PASADENA to be exact, and have been in the vehicle business for over 45 years. **********'s are luxury vehicles, and when we sell a customer a vehicle maintenance contract, the customer doesn't have to pay additional cost. Also, I paid $30,000.00 for my motorcycle, our cheapest Land Rover is right at $47,000.00, and the first oil change on them without a service contract is less than $200.00. I really would like to know how a motorcycle's oil change can cost that much? I do know that you all don't make the prices, but you are allowing this M/C dealership to sell your products and not making the customers that buy your products know that the dealer is price gouging.

  Business Response

  Date: 09/17/2024

  Thank you for reaching out to us. We apologize for any inconvenience you may have experienced. I would like to inform you that our Sales Manager will be in contact with you shortly to discuss the matter further and ensure that any concerns you have are addressed thoroughly.
  In the meantime, we will be reimbursing the amount of $232.60 as a gesture of goodwill.  If you have any other questions or need further assistance, please feel free to contact us.
  Thank you for your patience and understanding.

• Initial Complaint

  Date:07/18/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered motorcycle parts on July 12th. Only 15th got email saying most of the parts were on backorder. Called them to cancel that part of the order as the parts are readily available elsewhere. Couldn't get a response by email or phone for several days. By then I received the partial order and the parts were not what I ordered.the person I talked to said they'd send me a return shipping label and refund me. Then got an email saying the system was down and couldn't send me a return label. Several days have passed, actually received the backordered items that I tried to cancel and still no response to returning items.

  Business Response

  Date: 07/18/2024

  ****,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and frustration you have experienced with your recent order.
  
  Our system sends an email notification when we need to order OEM parts from the manufacturer. This is standard practice for most vehicle parts, as we cannot keep parts for every year, make, and model in stock. We order them directly from the manufacturer as needed. We apologize for any confusion this email may have caused.
  
  Upon reviewing your case, we found that a return shipping label was sent to you on July 16th to the email that we have on file for you, ************************** I have reissued the return shipping label; please check junk and/or spam if you do not see this label in your inbox. Please use this label to return the items at your earliest convenience. Once we receive the returned items, we will promptly process your refund.
  
  We are also sorry to hear that you received the incorrect parts We take full responsibility for these errors and these items will be evaluated upon return. Please rest assured that we are committed to resolving this matter to your satisfaction.
  
  We appreciate your patience and understanding as we work to rectify this situation. Please be assured that these issues will be addressed as we take customer service very seriously.
  
  Your feedback is invaluable to us, and we will use it to improve our processes and ensure that such issues do not occur in the future.
  
  Thank you for giving us the opportunity to make things right.
  
  Sincerely, 
  **************************
  Customer Operations Manager 
  ********************** 

• Initial Complaint

  Date:04/01/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a motorcycle tire from chaparral motorsports off of ***** It was clearly listed as a tubeless type tire. I was sent a tube type. On my first ride, I hit the highway and the front tire immediately started losing air, which is a very dangerous situation. The tire was remounted onto another brand new rim Just making sure that it wasnt the rim that was the problem and the problem persisted. I contacted them and they said they wont do anything about it. They wont take it back because it was ridden in They wont reimburse me or send me a new tire. So Im out the cost of the tire, the cost of mounting and balancing the tire and when I get the new proper tire, the cost of mounting and balancing that not to mention the going back-and-forth to get things mounted and balanced and losing out on going on a riding trip because the tire was losing air

  Business Response

  Date: 04/12/2024

  Thank you for reaching out regarding your recent purchase of a motorcycle tire from Chaparral Motorsports through ***** We apologize for any inconvenience or frustration you have experienced due to receiving a tube-type tire instead of the tubeless tire you expected.
  
  We understand your concern about the safety issue you encountered while riding with the incorrect tire type. However, as stated in our return policy, we are unable to accept returns, offer reimbursements, or provide replacements for tires that have been used or ridden on. This policy is in place for the safety of our customers and to maintain the integrity of our products.

  Regarding your receipt of the incorrect tire, we have reviewed the images you provided. However, the images did not contain a clear view of the entire tire sidewall. In order to further investigate this matter and determine if an exception to our policy can be made, we kindly request that you provide additional photos showing the entire tire, not just a specific narrow view. This will help us to better assess the situation and see if there is any possibility of accommodating your request. Please send the requested photos of the entire tire sidewall to our customer service team, who will review them and assist you to the best of their ability within the constraints of our return policy.
  
  We acknowledge the inconvenience and expenses you have incurred due to the incorrect tire being shipped, including the cost of mounting, balancing, and the missed opportunity to go on your riding trip. While we cannot offer a resolution in the form of a return, reimbursement, or replacement, we value your feedback and will use this information to improve our processes and prevent similar occurrences in the future.
  
  If you have any further questions or concerns, please don't hesitate to contact our customer service team, who will be happy to assist you to the best of their ability within the constraints of our return policy.
  
  Thank you for your understanding and for bringing this matter to our attention.
  
  Sincerely,
  Chaparral Motorsports

  Customer Answer

  Date: 04/14/2024

   I am rejecting this response because:
  I refuse to accept this.  Why should the consumer have to pay for a tire that was not correct.  I get they do't want it back as it has 15 miles on it but that's what you do with tires ride on them. until you realize they sent you the wrong tire and you're losing air on the highway.   Worst customer service ever. I want my $146 and change back and that's it.  I will make it my lifes mission to make sure anyone I know and don't never buys from this company.  I talked to ************** a much more reputable company and they said they would have sent me a new tire at no charge and let me keep this one as it would have been their fault.  I'm a Motorcycle safety foundation rider coach and train ADV rider and have a huge network. No one will ev er order from Chapmoto again 
  
  

• Initial Complaint

  Date:07/14/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was in an accident my motorcycle insurance paid over $3600 to repair motorcycle and sent them a check April 10,2023. The motorcycle has been sitting there for 4 months and has not been touched. First they claimed it was a parts issue but every time it is a different part that’s left. They stated they would not work on it until all parts arrive. I told them I would take the motorcycle and the parts and fix the motorcycle myself. All of the sudden they tell me they can’t release the vehicle to me because the missing part is a safety issue. This was not mentioned until I told them I was taking my property. It is not a safety issue if the motorcycle can’t run or shift and it is being loaded on a trailer and they never did any work on it but the parts are rightfully mine I can take it to another shop now they do not return my calls and they basically have stolen my motorcycle. I even ordered the so called missing part and received it from a Kawasaki parts dealer in 3 days. Also I have video proof that part was not damaged.

  Business Response

  Date: 07/25/2023

  We appreciate your patience and understanding regarding the recent issue
  with your repair service. I would like to personally apologize for the delays
  and inconveniences you have experienced.

  Upon receiving all necessary parts, we proceeded to complete the repairs on
  your vehicle. In the process, we discovered that the shift lever was severely
  damaged, which impeded us from verifying if the transmission was shifting
  correctly. As a result, we found that there was additional damage to the
  transmission.  Unfortunately, this may have
  been incorrectly communicated to you during your discussions with our team
  members. 
  
  We understand that this caused further delays and frustration, and for this,
  we are truly sorry. As the next step, we are in the process of filing a
  supplemental claim with GEICO to conduct a thorough inspection of the
  transmission damage. Once approved, we will order the parts and repair the
  transmission.  If you no longer want to
  complete the repairs, you are welcome to collect your vehicle in it’s current
  state, however it is not in ride-able condition as the transmission appears to be damage from the shift lever impact.  Given the extent of this damage, we advise that the vehicle be collected
  via a transport service for the safety if you choose to remove it from our repair facility. 
  
  I assure you that we are taking this matter very seriously and it is of
  utmost importance for us to rectify the situation. We have taken necessary
  actions to avoid similar incidents in the future and improve our services.
  Please feel free to contact us if you have further concerns or questions.
  
  Again, we apologize for the inconvenience. We value your business and are
  committed to ensuring superior service in the future.

• Initial Complaint

  Date:06/03/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They lied in the description of tires for atv by adding Polaris outlaw then once I purchased they didn’t fit so I called no one answered . Sent email they replied with they don’t exchange or return , they asked me to accept only 30% of total purchase amount of $152.74
  I see this a scam and fraud and they should not be in business at all

  Business Response

  Date: 06/05/2023

  Our return policy allows for the return of any new, unused, and unaltered item within 30 days of receiving your order. To be eligible for a return, the products must be in their original condition, unused, and include the original packaging with all tags intact.
  Regarding the specific situation with the tires you purchased, we appreciate the photos you provided. However, based on the images, it appears that the tires have been installed on your wheel and used. Our initial offer was made as a goodwill gesture, considering the fact that the product was indeed used.

• Initial Complaint

  Date:05/25/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  -On 4/5/22, I financed a (New) Motorcycle (VIN: *****************) at a total of 0 Miles. This information is on the Vehicle Sales Contract.
  -On 10/10/23, (VIN: *****************) was paid in full.
  -On 5/10/23, I was contacted by a salesman, Jason, to confirm the VIN.
  -On 5/17/23, I confirmed that (VIN: *****************) was NOT in my possession.
  -On 5/17/23, Salesman Jason informed me that (VIN: *****************) was on Chaparrals' sales floor.
  -On 5/19/23, upon arrival to retrieve (VIN: *****************), I was informed by Sales Manager **** ***** that (VIN: *****************) had accidentally been given to another customer by mistake and (VIN ****************) was no longer in Chaparrals' possession.
  -On 5/20/23, **** ***** showed me photographic evidence, in person, that (VIN: *****************) had accumulated 17 miles while in another individual's possession.
  -5/23/23, I asked **** ***** for reimbursement via email.
  -5/24/23, **** ***** admits mistake and offers delivery of (VIN: *****************) via email.
  -5/24/23, I asked **** ***** for reimbursement via email
  -5/24/23, **** ***** informed me that I will not be reimbursed and offered to deliver (VIN: *****************) via email
  -5/24/23, **** ***** confirmed by email that (VIN: *****************) in fact has 17 miles on it. At this point I claim that because the Sales Contract was for (VIN: *****************) at 0 miles and that ********* cannot deliver the motorcycle at the contracted milage, I request reimbursement for total costs due to Breach of Contract.
  
  -The Vehicle Sale Contract, Dealer Temporary Identification, Certificate of Title, Registration and Insurance in my possession are all tied to VIN ****************.
  
  -Sales Agreement is for VIN **************** (New) at 0 miles
  -Chapparal is offering delivery of VIN **************** (Used) at 17 miles
  -I have no interest in taking VIN **************** (Used) at 17 miles
  -I am only interested in full reimbursement for Breach of Contract

  Business Response

  Date: 05/30/2023

  ********* Motorsports engaged in a negotiation with ******** **** **. regarding a contract associated with a vehicle, specifically a Kymco People S with the VIN *****************. After careful consideration and thorough evaluation, agreed to Lawrence's proposal.  The issue was resolved drectly with the customer on 5/25/2023

  Customer Answer

  Date: 06/01/2023

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

   

  Thank you, 

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

• Initial Complaint

  Date:05/05/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 4 golf cart tires as a 3rd party on ****** from this company. They sent 3 instead of 4. They were the wrong size per my mistake anyways so I ordered the correct size and asked that they send me prepaid return labels to send them back the other 3 (as it states they do on their website). ******* refused and told me to pay for it. I filed a claim with ****** to be refunded and for prepaid labels be sent. The tires were shipped back 5/4/2023. I received 4 tires damaged today from this company and refused shipment. I expect a full refund for all 7 tires $169.65 and $273.16 totaling $442.81 that they have charged me and I want to make consumers aware of their bad business practices.

  Business Response

  Date: 05/05/2023

  We are deeply sorry for the inconvenience caused to you during your recent experience with our company. It is never our intention to provide anything less than satisfactory service to our customers.
  
  We understand that you had ordered four golf cart tires and received three instead, which were also the wrong size. We apologize for any confusion or frustration this may have caused you. ********.com provides customers with various options for
  returning merchandise, but unfortunately, these policies are not applicable to
  the ****** storefront at the moment. It is necessary for an ****** marketplace
  store to adhere to ******'s policies and procedures, which facilities the returns process thru the ******.com website.
  
  Regarding the damaged tires, we apologize for any additional inconvenience caused to you. We would like to assure you that we will take necessary steps to investigate the matter and provide an appropriate refund.
  
  We value our customers' feedback and strive to improve our services continuously. Thank you for bringing this matter to our attention. Please do not hesitate to contact us should you require any further assistance.
  

  Customer Answer

  Date: 05/08/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I look forward to my refund of $442.81. I hope they stand by their word. Their company has said otherwise. 

   

  Respectfully,

  ***** ******

• Initial Complaint

  Date:03/31/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an item on their website. The website had full pictures of the product I was buying, after receiving the item. The item is not what was stated on the website. After I called customer service, they told me you can’t go by the pictures. I asked them why does that not state that in the description on the web site. Very deceiving. They refused to cover the cost for return shipping.

  Business Response

  Date: 03/31/2023

  Thank you for reaching out to us regarding your recent purchase. We apologize for any confusion or inconvenience that may have arisen due to the discrepancy between the product images on our website and the item you received. We always strive to provide accurate and clear information to our customers, and we appreciate your feedback to help us improve.

  We understand that you wish to return the item, and we'd like to remind you of our return policy. We accept returns within 30 days from the date of purchase. You have the option to return the item directly to us using your preferred return method or use a pre-paid return label for a fee of $15.99. Please note that the return shipping cost is the customer's responsibility, as per our return policy.

  To initiate the return process, please follow the steps outlined on our website or contact our customer service team for assistance. Once we receive and inspect the returned item, we will process your refund accordingly.

  Again, we apologize for any inconvenience this may have caused, and we appreciate your understanding. If you have any further questions or concerns, please do not hesitate to reach out to us.