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:09/17/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction was Friday. August 16, 2024. Amount paid to business is $436.56 consists of the following:Performance Machine Caliper-Front left *************** '00-17-Polished-$408.00 and Tax $ 28.56.Order # ***** The caliper that was purchased and sent is not the correct caliper. It will not bolt up to the Front Forks of the ****** 2001 Fat Boy. The bolt pattern is too short to bolt up. I have sent numerus emails to ******************* with no response, I have also tried to call ************** numerus times and an automated systems answers saying all associates are busy with other customers and you can leave a voicemail. The call hangs up to leave a voicemail. There is not any call back either. I am frustrated that I can not get any response back for this purchase. I have spent over $400.00 on this part that I can not use to fix my ******.

  Business Response

  Date: 09/18/2024

  Good Afternoon,

   

  We tried multiple times to connect with this customer. The emails that we sent to them could not be delivered due to their email box being full. We tried to call the number they gave multiple times, but no one picked up the phone. We received their email with the picture showing the caliper that they received. We have no problem taking the part back and even paying for the return shipping, but when we have no way to communicate with the customer, it makes it hard to supply them with a return shipping label.

   

  I would suggest that the customer clears out their email inbox so that they can receive emails and to email us again at ******************************* so we can give them a return shipping label and take care of this for them. While we do have a phone number they can call, we rarely have someone available to answer the phone and most of the time we will email the caller back, so it is best to just email us.

   

  Please let us know if you need any additional information. We are always happy to help.

   

  Thanks,

   

  MM Team

  Customer Answer

  Date: 09/25/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  

  ******* <******************************>
  Thu, Sep 19, 11:52 PM (6 days ago)
  to Better
  
  I will accept the offer from the seller.   I have resent an email and see if I receive one back.  I have had no problems with my email.   
  Thank you for your assistance,
  Christy 
  Sent from my iPhone
  Regards,
  
  ******* ******

• Initial Complaint

  Date:05/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase a crash Bar for my motorcycle on 4/27/2024.
  The order # 36511 , the total amount I paid is 220.60
  I paid 46.85 dollars for shipping the product back to the seller.
  They also charged me 15% restocking fee ($33.09) to take their product back.
  So the total amount I paid is : 220.60+46.85+33.09=300.54 dollars instead of $220.60 dollars.
  I purchased the Complete bar based on their system telling me that this is the Crash bar which it fits my motorcycle, because I don't know which one to buy for my motorcycle. I ordered one peice Crash Bar and the picture I sent shows that, and they sent me a two peice Crach Bar, which is wrong for my motorcycle. They insist that the system did not make a mistake and I selected the wrong part. They refused to exchange the product for the right part, and they forced me to pay for the shipping $46.80 dollars to get part of money back.
  On the top of that they want to charge me a 15% restocking fee to take the part back. This seller refused to work with me at all and I am seeking to get my money back without charging me for the shipping and restocking fee. a total of $300 dollars.
  Please help me with this issue.

  Business Response

  Date: 05/24/2024

  Good Afternoon,

   

  This customer simply purchased the wrong part. they are blaming our system for making an error. This is not the case. The customer simply did not look at the fitment for the product. They did not use the fitment tool on the item page either. The fitment tool is very clear and shows that the part number that was purchased would not fit his model. The customer says his motorcycle model is a 2014 ****** **** ***********. If you look at the attachment labeled "*********" you can see that the part numbers that is says will fit his model are not the part numbers that he purchased. The buyer purchased model # ***-1, however, this is not for his motorcycle.This does happen from time to time where a customer simply purchases the incorrect part. In this paticular case, the buyer purchased a closeout item which is nonreturnable per our return policy. I have attached the "Exclusions" section of our return policy (*****PRF9). Here is the link to the policy: **************** This policy is always available for review by any customer. The item is clearly marked as a closeout. You can see that in *********. We went ahead and tried to make an exception for this buyer and allow him to return the part with a 15% restocking fee. This was simply to help the customer and is not required per our return policy. We just wanted to extend the oppertunity for his ***ifit. The customer agreed and sent the part back and a refund was issued. You can see the refund on **********. I have also attached the full conversation with this customer. Please see *********. I have attached the invoice as well. Please see *********1.

   

  Please let us know if you need any additional information. We are always happy to help!

   

  Thanks,

   

  ***

  MM Team

   

   

  Customer Answer

  Date: 05/25/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 21724349
  
  
  
  I am rejecting this response because: when I ordered the part, I did not know that it is an "open Box" or otherwise. Your fitment tool it told me this is the correct part for my motorcycle. Just think for a minute; why I will order the wrong part if I know what the correct part is for my motorcycle. That would be DUMM.
  Business minded people, works with the customer when mistakes happen, "Even you said in your response to this case that "Mistakes happen from time to time on your website". When mistakes happen, you work with the customer to resolve the issue, and not to punch the customer even when it is not their fault. You decided to punch me by having me pay for the shipping cost of $46.83 and charge me another $33.09 for restocking fee, when it is not even my fault. You could offer to cover half of the shipping cost, and not charge me restocking fee, but you opted to punish the customer and take their money.  Do you know how much "BAD PUBLICTY"  you will get for steeling that money from me as a customer; you will be losing TEN FOLD as a business. The WORD IS OUT on how you treat your customers and people will not be buying from you.
  You do not have any customer service whatsoever, and this was my first time buying something from you and my last.
  I am still asking the business to refund me for the restocking fee $33.09 , and half of the shipping cost $ 23.41
  Which is a total of $ 56.50 dollars.

  
  
  
  
  Regards,
  
  
  
  ****** *****

  Customer Answer

  Date: 06/04/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 21724349
  
  
  
  I am rejecting this response because: 
  
  This business has "NO CUST. SERVICE" whatsoever. I did not make a mistake on ordering, I order the part on Saturday when I was off from work, I have no reason to be in a hurry. Your system or the people who package the item made a mistake on selecting the item. I included a picture of the ONE piece crash Bar which I ordered and a picture of the 2 Pieces Crash Bar you sent me. Anyone with a Brian will tell you that the order was field with the wrong part. YOU CHARGED me RE-STOCKING FEE for a mistake that I didn't cause and "YOU CAUSED IT" but YOU DON"T take responsibility for your mistake Ever. I paid for the shipping $46.83, the least you can do that you waive the RESTOCKING FEE. But again you dont want to do that because you got my CARD and YOU STOLD MY MONEY, and you CALLED IT RE_STOCKING FEE. The part wasn't even installed or missed with, it was repacked like I originally received it. I am done with talking to you, 
  
  
  
  ****** *****

  Business Response

  Date: 06/07/2024

  Good Afternoon,

   

  Restocking fees are very common. I have proven here that the fitment is correct. I have shown that the wrong part was purchased. I have provided evidence showing thatthe restock fee was agreed to prior to the return. I have proven that the part that was purchased is what was sent.

   

  Thanks,

   

  MM Team

• Initial Complaint

  Date:04/17/2024

  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.

  Order #***** placed 4/12/24: I ordered a jacket from this company that offers a “Motomentum Fit Promise,” with a free one-time return and reshipping costs if the item doesn’t fit. ****************
  
  I emailed multiple times, including to explicitly ask for an exchange after receipt because the item did not fit, and hadn’t heard back, so I started a chat to ask if my emails were even being received. The CS agent was defensive and rude, so I rated him negatively, citing that he was arguing with me rather than offering reassurance or support. He replied unhelpfully with invalidation, saying “no one was arguing with me” again rather than simply offering customer support.
  
  I sent another email asking about the possibility of a return, which I was verbatim considering (not confirming) because I’d had such a negative experience with the chat agent. They replied back immediately, ignoring my request for an exchange and sending me instructions to return. I guess they didn’t want my business! Frustrated, I gave up and agreed to return it.
  
  The manager emailed asking about the item condition, and I replied that I’d communicated my desire for an exchange but had been dismissed. He responded back accusing me of being “agitated” and sending three very long, detailed, defensive rants about the specific emails I’d sent, their contents, timestamps on them, what the chat agents were aware of, how that influenced their communication, and above all how this equated to “no issue worth addressing here” (direct quote). This was wholly unnecessary and exhausting from a business, not to mention he did not offer support for the exchange a single time.
  
  I learned that the return would nearly be the cost of the jacket. I emailed asking what they could offer to fix the situation (an exchange/apology perhaps?), and he tripled down on the return. I again asked for an exchange and am being ignored. Now I am fed up and want a full refund (return at their expense).

  Business Response

  Date: 05/24/2024

  Good Afternoon,

   

  The buyer kept going back and forth if she wanted to exchange or not. She had multiple conversation going with multple customer service agents across multiple platforms. In each conversation, she was saying different things. She said that she wanted to return it. She said she wanted to exchange it. The said she wanted to just keep it. Ultimately, she says that she gave the jacket away as a gift in a harrassing message to our general inbox. In that same message she says she was fully credited for the purchase from a chargeback case. Please see *****PRF2.

   

  The biggest reason that we did not do an exchange is because she started a chargeback for the purchase. Please see the PayPal chargeback case details on *********. Why would we send he another item when she is trying to dispute the transaction with her bank? That would not make any sense. We tried our best to help this lady and explain how we were trying to help. She was taking it personally and began to harrass our customer service agents. We decided that we no longer wanted to do business with this lady because of these reasons. It seems she is trying to scam us by filing multple complaints and cases trying to keep the product and get the money back as well as extra money. Classic scammer tactics. 

   

  Please let us know if you need any additional information. We are always happy to help!

   

  Thanks,

   

  ***

  MM Team

  Customer Answer

  Date: 05/24/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 21587559
  
  
  
  I am rejecting this response because I am explicitly requested an exchange, which they ignored.  After several petty emails from their incredibly rude (and singular) customer service manager, they made it clear that they wouldn’t honor the exchange guarantee on their website.  To characterize my resultant attempts to recoup the cost after this exchange as a “scam” is nothing short of dishonest business practice.  I made it clear before filing the claim that I had no interest in doing business with them ever again, but they think that waving this over my head is somehow offensive, which seems to be their chief aim rather than doing their jobs.
  
  
  
  Regards,
  
  
  
  ***** *****

  Business Response

  Date: 05/28/2024

  Good Evening,

   

  The customer has already been refunded due to a chargeback with her bank, per her own admission. You can see this adnission in the attachments that we submitted. When a customer starts a chargeback, that is essentially them forcing a refund through their bank. If this customer wanted to exchange the item, they would not also seek a refund. Because they have already received a refund, we would not also exchange the item. The transaction is over.

   

  Thanks

  Customer Answer

  Date: 05/31/2024

  The business is alleging that I am concurrently seeking both an exchange and the refund at the same time, which is ridiculous.
  

  I sought an exchange explicitly, which they repeatedly refused to do, and only sent insulting and offensive messages.  I then gave up on the exchange.

  After that, I filed with the BBB and with my bank.  My bank reviewed all evidence from both sides, and awarded me a refund, judging that their behavior had warranted this.  At the time, I let the business know that this had been the outcome as I thought this was fair.  I hoped that this would encourage them to acknowledge their behavior.  Instead, they have lodged insults and accusations at me.

  As much as the business wishes it were so, none of this negates that I had had a fraudulent business experience with Motomentum — I was assured by the “fit promise” on their website that they would honor an exchange, which they did not. 
  

  I hope that the BBB will note that they are falsely advertising a practice which they do not honor, and how much work they’ve put into attempting to cast me as an unreasonable person to avoid acknowledging the lack of integrity in their business practices.

• Initial Complaint

  Date:09/08/2023

  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.

  Ordered a helmet from Motomentum on Friday August 18th 2023 which was supposed to be delivered on August 21st. Tracking is marked as delivered, however there is no photo evidence and the building has no evidence of it being logged into the system. Building comprehensively looked into it and checked cameras etc. It was not delivered here. Tried to communicate with the business to revolve the issue with no luck. Purchased $500 item which was not received. Would really appreciate a refund.

  Business Response

  Date: 09/13/2023

  Good Morning,

   

  Per the tracking information we received from UPS, the order was delivered correctly. They did have a picture of the delivery for proof of delivery purposes showing it was delivered to your building. Because you informed us that you did not receive the package, we explained that we would file an inquiry with UPS for this delivery. Now that the investigation is over, and UPS went back to your delivery address and picked up the package, we have contacted you asking if you would like the helmet to be redelivered or a refund. We have not heard back from you yet. We would be happy to refund the order once we hear back from you as this is still an open order.

   

  We appreciate your understanding and we hope to hear from you soon.

   

  Thanks,

   

  ***

  MM Team

  Customer Answer

  Date: 10/09/2023

  
  '****** ******' via Dispute Resolution - Shared Inbox <[email protected]>
  Attachments
  2:32 AM (9 hours ago)
  to disputeresolution
  
  Hi,
  I recently logged into BBB and it appears my case had been closed. I still have not received my funds or item yet, and the business has admitted fault in writing. They extorted that they would only refund if I left them a good review and prematurely closed the case before resolution. Please view the screenshot below. Thank you for your continued help here.
  
  tk

  Customer Answer

  Date: 10/22/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20574514
  
  
  
  I am rejecting this response because: Refund or adequate compensation not provided. Business asking to prematurely close case and threatened to only refund if good reviews are left.
  
  
  
  Regards,
  
  
  
  ****** ******

  Business Response

  Date: 10/26/2023

  Good afternoon,

   

  The customer has been issued a full refund.  Picture proof has been provided.  Please let us know if you need anything else from us, we are happy to help.

   

  Thanks,

  *****