Complaints

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

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  Maddie's Motorsports

  116 Clara Barton Street Dansville, NY 14437

• 

  Maddie's Motorsports

  5121 West Ridge Rd Spencerport, NY 14559

• 

  Maddie's Motorsports

  6226 State Route 96 Farmington, NY 14425

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:06/27/2025

  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.

  Was promised apt date , when called to verify the said the could not find... asked if I remember who I spoke too. After saying I didn't remember they claimed to be able to possibly get me in but weren't sure. And they could pull shock but not rebuild. The original.
  Appointment was for a shock Drop off rebuild. After being disrespected multiple times they just refused to serve me and hung up. Finally saying they didn't provide ktm service.

  Business Response

  Date: 06/30/2025

  I would like to apologize to our customer for the misunderstanding from his first interaction with our shop.  With can help provide the services he is looking to have completed, but I would like to make sure he understands our process to rebuilt shocks first. 1.  I would like to verify what location the customer is working with so we can use this situation as a training moment (This way we can improve in the future) 2.  Shock rebuilds are a very specific and niche process, and we have partnered with another local vendor that specializes in this specifically.     a. The customer could drop off the shock or shocks that need to be rebuilt anytime.  We would then send them to our vendor, then they would complete the work and return them to us.  This usually takes 3-12 business days depending on our vendors schedule. 3.  The price of the work would be quoted to our customer before any work would be competed so they can make their purchase decision before the work has been completed. We would like to help this customer out and rebuilt his shocks if he still would like us to. 

• Initial Complaint

  Date:05/19/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On may 7th I got “approve” for a motorcycle. Go in and signed paper work They didn’t tell me the interest or anything on it the price after my $1500 down payment it left 13,500 and I got told that’s the price. A couple days ago I got a letter from ******* ******* ****** ***** saying my loan is denied, terminated. Said the amount was too much and it said a counter offer on there and to let them know if I agree to the counter offer which I don’t. But they said I have no loan. I called empower today and they confirmed I have no loan and I told them everything that’s been going on. They called another part of the bank and they said the dealership said I agreed to the counter offer but I didn’t. I never even got told about this. On the paper work I’m sending you guys a picture you can see this “counter” offer is after the bike was picked up on may 7th and so there’s there way that was discussed and they made this decision to not approve this on may 11th say the counter offer on this letter and send it out in the mail so there’s no way I could’ve agreed to that. It’s very deceiving and not right. I never rode the bike or anything I want out of this. As of right now I have no loan and I’m not approved for the loan and I don’t want the loan it’s way more than I got told and also the numbers don’t add up they are way more on the papers from the dealership than on the denile letter the loan company them self’s even said the numbers don’t add they are completely different the contract should be voided. But right now there’s no loan according to the loan company and I just want my $1500 back and for them take the bike and be done this it is not right and I have papers that say all of this is denied I just need help getting through to the dealership to take this back and be done with it

  Business Response

  Date: 06/13/2025

  In regards to the complaint above I have spoke with my General Manager and Sales Manager at the store.  My Sales Manager worked directly with the customer and was able to give me more details regarding this sale.  The customer credit application came back conditionally approved with a down payment.  Our sales staff gave him the news that we was approved for the loan with a $1,500 down payment.  After securing the down payment the customer was very excited to take the new motorcycle home.  The lender that approved the loan has an automatic notification process that auto generated the advise credit letter that the customer has attached to this case.  He received the letter in the mail directly from the the lender.  Between the time he took procession of his new motorcycle and receiving that letter the bank had receive the loan documents from the dealership but had not completely processed the loan.  When the customer call the lender that is why they told him he didn't have a active loan with the bank at that time. At this point the loan processed 24 hours later and all of the DMV title and registration processed as well.  The customer reached back to the dealership to discuss whether he was going to keep the motorcycle or sell it.  We offered to buy the motorcycle back to him at what value it was worth at that point based on mileage and condition.  The customer went back and forth on what he wanted to do.  After a few d ays he contacted us and said he planned to keep the motorcycle.  Weeks later we now have this BBB complaint. The customer bought the motorcycle on his own and is now questioning the purchase.  We are happy to help him if he decides to keep the bike we are here to help him maintain the motorcycle with him and complete or needed repairs in the future.  If he decides he does not want to own the motorcycle anymore we will use the current market pricing guides such as ** ***** and auction wholesale prices to generate a out right purchase of the motorcycle or if the customer wanted to trade the motorcycle in on another vehicle we could apply the value to a new vehicle. Please let the customer know we want to help him in whatever way is the more convenient for him. 

• Initial Complaint

  Date:07/07/2023

  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.

  The Motor blew up on my *** *** duke on July 19th 2022. I took it to Maddie’s Motorsport in Farmington along with a box of parts with a couple days left on my warranty. and they took it to the Spencerport Maddie’s where it still sits. Somehow during the store change my box of parts for my bike got lost in the Farmington store do to how often they change hands. I’ve been a fan and a supporter of the *** brand since I was younger. Ever since the spencerport Maddie’s got my bike they said from the start it would take up to 3-4 months to complete the bike so they where telling me it should be done by the end of November of 2022. And ever since then I’ve been trying to contact them to keep an update on my bike but they refuse to get ahold of me and ignore my calls. And when they did communicate with me I always heard the same story. That they have lost some parts so now they had to “order more parts and it should only be a couple weeks” I’ve heard that same story at least a dozen times over the last year. That they’re waiting on parts and it gonna be another couple weeks. The last time they reached out to me was June 1st of 2023. And they left me a voicemail. Saying they where able to locate some parts and they went threw a list of parts and it should be complete. However I went to the spencerport store sometimes in the middle of may to check on my bike and to see some progress. I walked back to look at my bike and it was sitting all the way in the back covered in dust like they haven’t touched it since it got there. So I took pictures of my bike sitting there collecting dust while they assured me they where working on it. the Maddie’s Motorsports store in Farmington and spencerport have completed pushed me away from ***. I’ve been paying on the bike for almost 3 years now and the last year I’ve been making payment on a bike I can’t see touch or ride.So if we can’t get the bike within the next week or so I think we should look at other options such as replacing the bike.

  Business Response

  Date: 07/27/2023

  BBB spoke to the business owner and the following was relayed: I'm aware of this issue and it is number 1 on my priority list and my team's priority list.  Customer had an engine failure.  We got it here at the shop.  We've had since about December.  We ordered all of the parts needed to make the repair within the first 2 days that it was here at our shop.  We are still waiting on 2 parts needed to make the repair.  I understand how frustrating this must be.  It is not a good situation for anybody.  I've been reaching out to my supply rep at least twice a week, every week for the last month and half asking when these last 2 parts will be in.  My supply rep cannot provide me with an estimated arrival time.  There is nowhere else that I know of to get these last 2 remaining parts.  I've been calling my supply rep sometimes four times a week, every week for the last 6 six weeks or so.  Parts are on backorder nationwide.  I have been hounded my supply rep though.  We need the 2 remaining parts.  As soon as these parts are in, this job is my #1 priority, and my team's #1 priority.  As soon as I am made aware that the last 2 parts are in, I will notify the customer and the repair work will start immediately with all hands on deck.  I understand and am doing everything within my power.  

• Initial Complaint

  Date:04/14/2023

  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.

  In September 2022 , I purchased a 2010 ***-** ****** ** from this dealer , it came with a 30 day warranty. Within a week I found 3 issues with the motorcycle and returned it to the dealer for repairs:
  
  1. The display keeps resetting.
  2. The run/stop switch is stuck.
  3. The brakes are squeaking.
  
  After waiting several months(parts on backorder), the manager Greg assured me that all these problems would be addressed and he would over see it and keep me informed on the progress . He never did. After 7 months ,I was informed that the motorcycle was ready, only one issue was address and a new one was created.
  
  1. The display was repaired and working correctly.
  2. The run/stop switch was not repaired correctly and now that side controls was loose.
  3. Brakes are still squeaking.

  Business Response

  Date: 05/11/2023

  BBB spoke with Management at the business and the following was relayed: This customer purchased a 10 year old motorcycle about a year ago.  It doesn't come with a lemon law warranty, it's not a car.  Our sales manager met with this customer.  The dash had an issue, we ordered the part.  The part is on backorder from the vendor.  There's nothing we can do about that,  The customer was mad it wasn't getting resolved right away.  We did replace it when we received the part.  The customer had some other concerns that the sales manager addressed with him as well.  This guy just kept having another problem, after another, after another.  He purchased on Sept. 22nd and on Oct. 4th we made a repair at a cost of $650 and did Not charge him.   He wanted a brand new machine but he paid for a 10 year old machine.  At some point he stopped communicating with us.  We tried to reach out to him.  This guy also left reviews on ******, and multiple reviews on ********- so many that we eventually had to block him.  He did NOT have a warranty.  And again he bought a 10 year old machine, we were working with him regardless of him not having any warranty but we can't gift him a brand new machine.   

  Customer Answer

  Date: 05/11/2023

  Better Business Bureau: 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  I have attached the chat log between Maddie's and myself and you will see the reference to the 30 warranty within. Also you will the the complaints I had in regards to the motorcycle. Unfortunately there is no records for the phone calls and the promises that were made by their manager.  In regards to lemon laws , I little ****** will show that it covers cars, motorcycle, RVs ,boats etc.  
  
  Regards, 
  
  ******* ******