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:07/06/2023

  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 had reached out to this company many times on inquiries for this go kart and never heard back from anyone. I called left message 6/16/2023, Left message in chat session no reply, and sent emails and never heard back from them. However, I send email on 7/1/2023 to let them know I was not happy with the way I received this go kart and wanted them to refund me $500 for the damages and they refused. They want me to contact their tech team, but they never get back to me, so I have an issue with this because I already tried.Date of transaction: 6/10/2023 "Received 6/30/2023."The amount for the order was. $3977 I paid for extra services that includes:*Trailmaster Cheetah 200X Off Road UTV / Go Kart / Full size Youth and Adults , Upgraded Suspension 1st Color Choice: ************* time Special Price 2nd Color Choice: WHITE-******* time Special Price Shipping and *********************** Shipping Your Assembly Option: Yes I Want This Unit Delivered 90% Assembled to Home (May ******* Customer to Pick up at Local Terminal) Your ************************ Time Special--FREE 6-Month Extended Parts Warranty Delivery: Residential address delivery Dealer Endorsed ***/Title Processing: Processing time **** business days after order is shipped *Dealer Endorsed ********************** ******** processing time 3-7 business days after order is shipped, mail via **** First Class. $39.00 ("It came with go kart so did not need to pay for this")*Delivery - Residential address add liftgate service (required due to weight) $39.00 which I did not get. ("It was delivered on flatbed truck.")*Your Assembly Option - Yes, I Want This Unit Delivered 99% Assembled to Home (May ******* Customer to Pick up at Local Terminal) $300.00. - No accountability for missing parts or quality control check before shipping.It was delivered to my home, but it was damaged all over the Go Kart which I took pictures, and the freight company took pictures of it. I received this go kart on 6/30/2023. Here is a list of issues right out of the box that were documented while still on the crate it came in.1. Broken LED light on top of Go Kart.2. Damage to left and right rear fenders.3. Missing bolt to hold air filter in place that mounts to motor.4. Damaged roof canopy has a gash in it.5. Missing spacer on rear side shock that holds suspension together.6. Scuffed up paint and deep scratches all over the go kart.7. Scuffed up plastic trim all over the go kart.8. I had a hard time starting Go kart because the gas was left open during shipping. Which flooded the carburetor. Engine still runs rough. Of course, I checked oil and gas. etc....9. Damage to the Air filter box.10. Damage to the Rear axle belt.

  Business Response

  Date: 07/07/2023

  Hello,

  Thank you so much for reaching out to us. We genuinely appreciate the time and effort you've taken to contact our company. Unfortunately, we won't be able to provide a reimbursement of $500 as you requested. I understand that this may be disappointing, but I want to clarify our policies and warranty provisions regarding your vehicle purchase to ensure we're on the same page.
  
  According to the terms and conditions outlined in our policies as well as the warranty agreement, which both parties agreed to when you made the purchase, our commitment is to offer comprehensive support for any issues related to shipping damages. We genuinely care about your satisfaction, which is why we provide complimentary technical support along with the necessary parts or touch-up paint to address any damages or issues caused during shipping.
  
  To ensure we can assist you effectively, we have a dedicated technical support expert ready to answer any technical questions you may have and help you with any parts requests you may need.
  
  For your convenience, I've included the relevant policies below for your reference, which go into detail about our shipping and refund procedures:
  
  

  ***********************************************************
  
  
  *********************************************************
  
  
  To schedule a call with our technical support team, please let me know what time works best for you. Our technical support department is available Monday-Friday, from 11am-5pm (CST). We will make sure to accommodate your preferred time accordingly.
  
  If you have any further questions or require additional assistance, please don't hesitate to reach out. Resolving your concerns and ensuring your satisfaction with our services is of utmost importance to us.

  Customer Answer

  Date: 07/08/2023

  I am rejecting this response because: 

  I reach out to this company before they shipped out the go kart and never got back to me, which never gave me a chance to cancel the order if I decided to go that route. There policy says one thing but it they never get back to you, how are you supposed to cancel or get parts if they never return your email messages or phone messages? Sending me touch up paint is a band aid fix which is unacceptable. I also want to document that ABF Freight "************" services have this on file and the condition it was in right off the flatbed truck. That is why we have the pictures and proof of damages. After the freight company left, I found out more issues with the go kart like having hard time starting it up, missing bolts, missing spacers, damaged bikini top, damage light bar that does not function, damaged rear axle belt and even broken airbox filter that gas line plugs in to air filter box. I paid extra for fully assembled go kart which their quality control was poor at the least. By them not giving me excellent quality and a good experience from the get-go I feel that refunding me at least $1,500 for the damaged go kart is fair. They sent me email to cover for their failure to deliver a quality product and refer to their flawed policies.

  Business Response

  Date: 07/10/2023

  An email has been sent to the customer, approving the return and will wait for the customer's response to the email so we may further assist.

  Customer Answer

  Date: 07/10/2023

  I am rejecting this response because: 

  I showed all the proof for the damage to the go-kart as required from their policies on their website. I am not accepting the offer because if I was to return the go kart, how do I know when they receive the go kart under there terms and will not take credibility and blame me for a damaged go kart when they inspect it at their warehouse. I feel like they are trying to cover themselves and trying to rip me off in the process. I paid $400 for having it put together and they fail to do that correctly. I ordered it on 6-10-2023 and received it on 6-30-2023. There policy is to submit the damages of go-kart when freight was here, and I did all of that and that they would work with me and never heard from them.

   

  Customer Answer

  Date: 07/15/2023

  I reached out to moto buys again to try and resolve this issue by emailing and calling them and leaving messages to show damage and parts I need. No one got back to me at all. There only solution is for me is to send the go kart back to them and they will go through it to charge me a 15% restocking fee and to tell me that I broke it and take off more money when they refund me. I refused to do this because I do not have the materials and do not want to do that. Also, I provided proof of pictures when it was received when ABF Freight was here. This was part of their policy which they are violating. I did get the go kart running because I had to bring it down to a local place called T-*** power sports to have them go through the go kart. They found issues but fixed them for me. It costed me $275 for parts and labor for this. The spacer is the only thing they did not fix because they never seen a part like that. They believe it was prefab in a shop to work with the so-called upgraded suspension. The upgraded suspension which T-*** power sports said it was a mickey ***** job to prevent the go kart from bottoming out or shock getting ruined for heavy and bigger riders. The application is not even used correctly on this go kart; it's supposed to go over your shocks to prevent the shock from breaking. All I get in return from this company is adds nothing about helping me with issues or getting me parts that I requested. I have a 6-month warranty with the purchase of the go-kart so to me they are violating their own policy. The only time they reach out is when I got you "BBB" involved. I would like to get a full refund because I know this company is a fly by night company and will never get the parts I need or answer my messages. Bottom line is that they said they have a tech team to support but I never heard from them, so I am at a loss right now.

  Customer Answer

  Date: 07/15/2023

  This is the email sent that they did not show on the complaint list on BBB.

  Business Response

  Date: 12/20/2023

  All requested parts by the customer have been shipped:

  1 Rear strip for suspension See photos in email (broken In shipping) BV-Parts 1 $0.00 Warranty BV PARTS **** No
  Shipped on 07/21/2023 by ***** , Trk# ************ / Track package
  
  1 Air box assembly (broken and shipping) BV-Parts 1 $0.00 warranty BV PARTS **** No
  Shipped on 07/21/2023 by ***** , Trk# ************ / Track package
  
  LIGHT BARE & BRAKET KIT (SHIPPING DAMAGE) BV-Parts 1 $0.00 Warranty law does not work BV PARTS **** No
  Shipped on 07/21/2023 by ***** , Trk# ************ / Track package

  2 Spacers For rear suspension see email BV-Parts 1 $0.00 Warranty parts were missing and shipping BV PARTS **** No
  Shipped on 08/30/2023 by **** , Trk# ********************** / Track package
  Delivered on 09/01/2023 Left At: In/At Mailbox

  Customer Answer

  Date: 12/21/2023

  I have reviewed the business response and accept this resolution. 

  I still feel this company is a fly by night company and they would have never got back to me if I did not seek help through the BBB. I will never do business or give any positive review for this company.

• Initial Complaint

  Date:07/05/2023

  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.

  Purchased Go Kart on June 5th and was delivered on 6/22/2023 inpected delivery for any physical issues and found one missing flag pole, and extra gas cap found on the engine, but no other issues.The next day we checked the oil and add fuel, and attempted to start the Go Kart. The Go Kart would not start, it spuddered but never started. We smelled gas after a few attempts, we let sit and tried again 8 more times would not start. Called 6 times and left message requesting **** Services on this Go Kart. I left voicemail and filed a repair ticket on their website. Days passed with no context for days, so I left additional phone calls and emails with no reply. MotoBuys does not answer their phones so I could never speak with customer service. On June 20th I receive a call back from *** **** Services and spoke about the issues and he agreed to send a new carberator for the Go Kart. I received the new part and replaced it and it did not change the issue... This Go Kart has never run for us and I don't know what to do because MotoBuys doesn't return phone calls, emails, and even direct emails to **** Services.

  Business Response

  Date: 07/07/2023

  Customer has agreed to take the unit to a repair shop to determine what the issue with the vehicle is. An agreement has been reached regarding this issue.

  Customer Answer

  Date: 07/08/2023

  I have reviewed the business response and accept this resolution but is pending additional parts from business.  Tech has reviewed and diagnosed a part in the Go Kart to have an issue that needs to be replaced.  I have emailed MotoBuys to send the new part to see if that corrects the issue.

  MotoBuys agreed to cover the cost of the Service on the Go Kart but gave a list of problems that they would not cover if the issue turns out to be general maintenance issue. Because the issue is a part related I assume MotoBuys will cover the Service Tech visit, we are pending a invoice from Blazing Motors to forward to MotoBuys.

  Actions still needed:

  1. MotoBuys to paid for the Service call

  2. New part(s) required to make the Go Kart run correctly.

   

• Initial Complaint

  Date:07/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a vitacci penthora 250cc $2300 they still haven't sent the title paperwork I paid an extra $40 for and that was almost 6 weeks ago, the *** cannot be assembled. They sent me the wrong parts and not enough parts. They are saying I cannot get a full refund if I send it back because they don't think the parts they put on being faulty is a reason and I'd their freight driver breaks it going to them I am responsible I don't have all the parts since the never sent them. They use their own mechanic to say that only if the engine is bad and wiring.for specific reasons then you can get a full refund but I am not sure if it is because I can't get the bike together to find out if ****************. this policy is different than what we agreed to when I bought it.. they send a bag of nuts bolts with some you need, some extras , not enough of some.They said if "their mechanic says that the issue is that even if their carbonator doesn't work , a broken gas tank" and anything other than the engine not working or cut wires from shipping then they are keeping the 15% restocking fee and 2 way freight shipping charges .i have no control over their freight driverThey broke it getting it to me I said I was worried it was broken the driver said I couldn't refuse it The only reason you can get all your money back on the refund policy is if the engine is broken but what about missing parts? I have to send back parts they never gave me to get all my money back too but I have been telling them I'm missing parts and have the wrong parts for 6 weeks . They say they have a tech person they have you work with to figure out issues he takes appts wed-fri from 11am to 4 pm.I got an appt & the tech person had no idea what to do.I have not heard back since.The seat doesn't fit and can't be used.. It's like they mixed all the parts up and sent them.i want all my money back they can have the *** back.i have emails,call logs& texts but I can't add everything I want to for proof

  Business Response

  Date: 07/07/2023

  MCO/Title request has been processed and customer will receive a tracking number once mailed.

  Customer had over 2 months to provide pictures of the damages that were claimed and to speak with our tech support, but the customer did neither. We attempted to assist multiple times, but the customer refused to speak with us until our response to the dispute was submitted, and the case was ruled in our favor.

  Customer Answer

  Date: 07/11/2023

  I am rejecting this response because:   motobuys completely lied in their response. Yes the dispute from Their affiliate was resolved on their favor because they are connected to motobuys so of course they would agree with them. But I have to this day not received a call or email response from Motobuys.  I did receive a email saying that if I agreed to some ridiculous fees they would accept the *** back but I have not agreed to those terms that changed after I asked to return the ***.  I have submitted my screenshots of attempted calls and emails with no response.  They think that a *** that has a non working carb, gas tank and anything other than engine is not a reason for a full refund and theu want me to agree to that as well as letting their mechanic look at it and decide if they are charging shipping 2 ways and a 15% restocking fee and since they are untrustworthy I do not agree to let their mechanic make the decision.  Please see attachments with proof they have not responded to me at all.  I sent them at least 40 pictures so for them to say we haven't sent any pictures is an out right lie and that I have not called is also an outright lie.  I will not agree to their new terms that were not in place for refund prior to my purchase.  I am not going to agree that if their transportation company breaks the *** that motobuys can keep a large portion of my money also.  I have tried to call them, email them, work with their tech person. They have not once tried to work with me. And of course an affiliated company is going to take their side, the dispute process was just for me to make sure I have tried evsry avenue before this ends up in legal action.  There is a lot of proof I have emailed.and called them and the have no proof they reached out to me.  

  Business Response

  Date: 08/10/2023

  Since the disgruntled customer is threatening legal action after many attempts to assist, all communications will be done between the customer and our Legal Department.

  If you have any questions, please email our legal department at ******************************** 

  Business Response

  Date: 08/10/2023

  ******** refused to send the unit back and is arguing the agreement that she agreed to at the time of the purchase. You cannot place an order with us if you do not agree to the Policies and Terms and Services, and our policies are easily accessible for anyone to read.

  The customer stated that she read and understood our Policies and Terms and Services at the point of check out.

  Customer Answer

  Date: 08/10/2023

  I am rejecting this response because:   the option to lose hundreds of dollars because they allow their mechanic to decide if the engine is bad is the only reason  they will provide a full warranty is not what we agreed to when we purchased and it's unacceptable. We refused returning the *** for tha reason.  Why would we allow motobuys mechanic whom we of course would never trust to decide if one part isn't working for them to arbitrarily keep hundreds of our money? Also if their freight company damages it in transport then their new policy states that we will be held liable and they can keep some of our money . That is never going  to be acceptable and at this point there is no compromising on that.  We are still waiting for the air hose and air filter that was supposed to be sent and ordered months ago. The part is still owed by motobuys. *** their fake tech person, who says that he has never seen the *** he was supposed to help us with, said he ordered it but we have yet to see it. While we refuse to directly work with motobuys after the treatment we received, the parts are still part of the "warranty" and we want them.  

• Initial Complaint

  Date:06/27/2023

  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 2 jeeps (Order SP ***** and SP *****) from Moto Buys (by *******************************) that were shipped to my address. There was shipping damage to both jeeps and the company was contacted and provided instructions where to send photos, which was sent for each order on 03/14/23. No replacement parts or further discussion from the company after an email that same day indicating our photos were forwarded to their parts department. A follow up request was made by email on 03/26/23 after hearing nothing. Subsequently, the company was contacted twice by phone and a message left on voicemail with the second one urging the company to contact me immediately about the status. There has been NO responses from Moto Buys and I want a resolution. One of the jeeps has a shifting lever that hits the windshield and will not go into gear, not to mention the metal damage on the body when the shipping crate collapsed on it.

  Business Response

  Date: 06/27/2023

  Hello,
  Im sorry to hear about your disappointment with us, and I would like to personally assist you with making things right.
  
  Lets get on a call and address this ASAP, we value your business. Please contact us at *************************************** when convenient.

  -Motobuys

• Initial Complaint

  Date:06/22/2023

  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.

  On May 31, 2023 I bought a Dirt Bike from Motobuys.com. The bike is a Trailmaster TM31X. I spent $2,177 plus $200 for the sipping. That cost included warranty, shipping and the paid Title/*** processing.The bike was set to ship from ***** to *********** by Water/Sea. The bike was sent on time but when it arrived to the port in *********** the company that brought it called me and told me I had to declare what was inside. In the declaration that is made to Hacienda, I had to pay taxes and give them details of the bike so that they gave me a permit to release it and get it delivered to my house. They asked me for a commercial invoice, the title or *** and a inspection.Kind enough, Motobuys provided me the commercial invoice but didnt provided me with the title. Ive been calling non stop for days and no one answers my calls or emails. I really need this title because if I dont give them the title they will send the bike back to Motobuys and Ill loose $200 dollar plus all the days Ive been trying to resolve this situation.Its been more than two weeks since I ordered the bike and the title was supposed to be sent 3-7 days after they sent the bike. Its really frustrating this situations and I feel my money is on the line. Ive had problems in my house already for me being so into this situation and Motobuys is not giving me any type of answer about this situation. My last chance on this was to report them and try to get it solved with the help of Better Business Bureau or report them in court but I really just want the title to get my bike released. I dont want no problems I just need the title today.

  Business Response

  Date: 06/23/2023

  Hello,

  We saw that the MCO/Title that you requested was mailed via **** on 6/20/2023. Please check your email for the tracking information. 

  If you have not received your tracking information, please email us at ****************************************** and we will be more than happy to assist you.

  Customer Answer

  Date: 06/23/2023

  My problem was resolved and I appreciate the response. However, I would like to mention that I found the customer service to be lacking. In my case, I had to seek assistance from the BBB and contact BV Powersports directly instead of receiving help directly from Motobuys. This situation was quite frustrating, and it seems that Im not the only one who has faced such issues. The reviews on BBB echo similar concerns about the customer service aspect of **********************. I hope this helps to improve the business in the future and prevent more people from stressing about similar issues.
  

• Initial Complaint

  Date:06/21/2023

  Type:Billing 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 placed an online order for a NEW trailmaster ************ extended warranty on May 5th, 2023 (order #SP12056 for $2,407). The kart I received did not run. I was shipped a couple parts and the kart still did not run. They informed me if i returned it I would pay shipping both ways plus a restock fee even though it did not work. So I took the new cart to a local mechanic and they deemed it to be a bad motor and the kart will never work. The company will not respond to emails or multiple voicemails trying to return the kart or get a new motor.

  Customer Answer

  Date: 06/27/2023

  The company reluctantly agreed to discuss the issue with the mechanic, who was able to prove the entire motor was not functional. The piston and rings were cracked at receipt of the unit. The company is sending a new motor to the mechanic to install, free of charge. So no further action is necessary. While I no longer need to keep the complaint open, I believe the company has shady business practices and to the extent possible, would like this information to be available to the public, who may avoid purchasing from this company. 

  Customer Answer

  Date: 07/12/2023

  I wish to reignite this complaint. The company said they would send a replacement motor, which they did after several requests to ship. They finally sent one that was a much smaller motor than the one I paid for. The didn't tell me they were sending a different item. They just sent the wrong one and then won't respond to me about this. Since I couldn't get any response, I asked my mechanic to install the smaller engine and it barely ran. After just a minute of the "new" engine running the transmission started failing and the chain and sprocket broke right off. They won't respond to me at all about all of these failures of the junk they sold me. I have called, left multiple voicemails, emails, texts, etc. They won't respond to me. I just want to return this garbage they sent for a refund and no one will help me. 

  Customer Answer

  Date: 07/16/2023

  I have spent three plus months trying to get the working kart I paid for. The company has provided no resolutions and keeps ignoring me. I purchased a MID XR on May 5th, 2023. The kart was received and assembled and did not work. After multiple attempt to contact the company, the finally sent a carb and air filter. I installed the parts and the engine still did not work. I was told if I elect to return it I would have to pay shipping both ways plus a restocking fee, even though the unit was defective. I trailered the unit to a licensed mechanic who found the piston was cracked and the engine was bad. At first they argued that but he submitted verifiable proof. They said they would send a new engine. It took weeks to arrive and was a different/smaller engine than I paid for. I called and emailed and got no response. I had my mechanic install it just so my kids had something to play with after all this time. After 5 minutes of riding it the chain and sprocket broke right off of the kart. They are back to not responding to me and ignoring me. I just want a working kart but at this point will accept nothing less than a return and FULL REFUND.

  Business Response

  Date: 08/15/2023

  Hello,

  Im sorry to hear about your disappointment with us, and I would like to personally assist you with making things right.
  
  Lets get on a call and address this ASAP, we value your business. Please contact me at *************************************** when convenient.

  Sincerely,
  ******
  Customer Service Manager
  ***************************************
  www.motobuys.com

  Customer Answer

  Date: 08/15/2023

  I am rejecting this response because:   the solution you provided (just email us) has been tried 15+ times. I have emailed that email, and every other address i can find. I have requested a call so many times I lost count, I have texted, I have left multiple voice mails, I have tried every single method to try to get ahold of you. I have texted so many pics and messages to the mechanic, no response at all. Occasionally I will receive a call and if i answer they hang up. When I don't answer I get a voicemail saying "well, we tried to call you and you didn't answer. So it's on you now because we tried." These business practices are beyond shady. You clearly just want me to give up and keep this junk you sold me, but I won't. Customers deserve better than this.  

  Business Response

  Date: 12/20/2023

  We have always been in constant communication with the customer, and he has been provided with the parts he his mechanic requested to fix the issue with his vehicle. Below is the tracking information for parts sent to the customer:

  1 CARB (HAS OIL IN IT & WILL NOT WORK) (SHIPPING DAMAGE) BV-Parts 1 $0.00 W BV PARTS **** No
  Shipped on 05/31/2023 by **** , Trk# ********************** / Track package
  Delivered on 06/03/2023 Left At: In/At **************** AIR FILTER (FULL OF OIL) (SHIPPING DAMAGE) BV-Parts 1 $0.00 W BV PARTS **** No
  Shipped on 05/31/2023 by **** , Trk# ********************** / Track package
  Delivered on 06/03/2023 Left At: In/At **************** CARB CABLE BRACKET (SHIPPING DAMAGE) BV-Parts 1 $0.00 W BV PARTS **** No
  Shipped on 05/31/2023 by **** , Trk# ********************** / Track package
  Delivered on 06/03/2023 Left At: In/At Mailbox

  1 ENGINE (BAD) BV-Parts 1 $0.00 Warranty engine is bad has no compression BV PARTS **** No
  Shipped on 07/06/2023 by ***** , Trk# ************ / Track package

  1 Rear engine mount see email BV-Parts 1 $0.00 Warranty engine mount is broken See photo in email BV PARTS **** No
  Shipped on 08/16/2023 by **** , Trk# ********************** / Track package
  Delivered on 08/18/2023 Left At: In/At **************** Fender bracket left rear side BV-Parts 1 $0.00 warranty vendor bracket is broken off left rear please send customer a new bracket BV PARTS **** No
  Shipped on 08/16/2023 by **** , Trk# ********************** / Track package
  Delivered on 08/18/2023 Left At: In/At Mailbox

   

• Initial Complaint

  Date:06/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The trike is a lemon. The part of the trike that was pre-assembled had quite a few loose bolts, the muffler fell off right away and I paid the local mechanic to go over it and make it safe and sound by tightening everything. The battery had to be replaced, it leaked. Seller reimbursed me for this already. There is a short, keeps stalling and my mechanic can't find the problem. ****** thinks it's the carburetor and wants to send a new one but won't pay for the mechanic to install it. It is not safe or reliable. I can't ride it anymore. I am 71 years old and this is my main means of transportation. I am afraid that it will stall while crossing a busy street. I had to walk to the store and other places and ha e fallen down. I have a hard time walking, that is why I bought the scooter. I had one in the past with no trouble except that I broke the frame *** that is ehy I purchased another one from the same company. I am very upset. Please help me. I sent videos to Seller, they are to big of a file to send to you. I have turned off my autopay with affirm, and this will probably ruin my credit if it is not addressed very very soon. **************** is practically non-existent. They want me to pay for the shipping to return it and restock fees. I think that the manufacturer that sent it should pay for these things and that I should get a full refund of $806.46 is what I paid for it so far, not including what I have paid the mechanic so far and the time and energy spent trying to resolve this problem.

  Business Response

  Date: 06/15/2023

  You were advised of a 2-way Shipping Fee and a 15% Restocking Fee, that you agreed to when placing the order, if you return due to a minor issue. There is no evidence of any leaks, or any major issues based on the video you provided.

  You are not willing to follow the warranty policy you agreed to and are refusing any further assistance from our Tech Support. For this reason, a Return Email will be sent to you, however the same policies still apply.

  If you do not reply within 7 business days, your Return Request will be cancelled.

  Customer Answer

  Date: 06/15/2023

  I am rejecting this response because:  It is way too hard to send this back and they know it. I don't trust the company to make an honest assessment. I can't believe that I  would agree to a policy that says that they can send you bad stuff,  send you replacement parts but you have to pay to have them put on. Wow, what a way to make a living. Take advantage of people from a distance. I want the parts and I  want all monies reimbursed that it takes to make this trike whole. This has been way more trouble than this trike is worth. Shame on you for hiding behind "policy" I hope that I get to witness your judgment day before God!!! That is mostly what gives me some peace in life when it comes to these kind of things. GOD IS TAKING NOTES!!!

  Business Response

  Date: 06/26/2023

  Customer is afraid to send it back due to, the other involved party realizing, that the issue was not as big of an issue as the customer made it out to be in the video the customer sent to us. 

  There is a carb issue, however, it is covered under the warranty and a new carb can be provided for free, but the customer refuses to believe it is a minor issue, as listed in the polices. A return was approved but now the customer is claiming that the return of the unit is too complex, but the customer agreed that our policies, and Terms of Service were read when placing the order.

  The information provided to the customer is no different than the information agreed to when the order was placed:

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

  Customer Answer

  Date: 06/27/2023

  I am rejecting this response because:   Even though I  am not sending it back because I  am convinced that the seller will say that per policy, I  will end up paying all of the shipping and restock fees. 

  This scooter has been nothing but problems. I have spent over 2K for this trike and am walking. It is one thing after another. In the very beginning, I simply asked for a discount because the trike had to be made safe, their part of the assembly was poorly assembled,  a lot of lose bolts. After the 3rd thing that went wrong, my local mechanic said that it was a lemon and that they should exchange it. I didn't want another one because it might be a dud also. So I  was just going to send it back for a refund. But they are hiding behind their policies and not backing up their merchandise and forcing me to repair my own trike at my own cost minus the free parts, and carburetor that I  am still waiting for. Since it will be too big of an expense to send back, I  am going back to my original plan which was to ask for a sizeable FAIR discount for all of my time, money and trouble that I  have invested so far and I  am certain that we are not done with mechanical failures. Motobuys **************** is practically non-existent. It takes way too long for responses and solutions, except one time I mentioned getting a lawyer and I swear, like on 15 seconds I received a response telling me their lawyers email address. 

  This company has an F rating. I would have never guessed that in the past because we have never had problems with the other 2 trikes that we purchased from them. We have a dud and it needs to be addressed in a timely manner. Maybe they need to hire more people to man the phones since their vendors are sending their customers JUNK. I was told by the Motobuys mechanic that it takes a long time to respond because they get hundreds of phone calls and emails a day... I  would be willing to bet my Bottom dollar that it is NOT customers taking the time to send positive correspondence about their purchase 

  Bottom line. I believe that a sizeable FAIR discount is in order. And be more careful choosing vendors. 

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

• Initial Complaint

  Date:06/12/2023

  Type:Billing 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 May 13, ****. Received May 25, 2023. Order was for a "new" Trailmaster 200XRX buggy. I received a 2021 model with significant shipping damage and over 30 unique defects. I have been unable le to contact the seller using any published means of contact since the initial receipt of the order. They literally laughed at me and admitted I was taken for my $3,188 purchase. They offered me a can of touch-up paint and a speedometer which did not resolve the issue. I offered to request a 10% refund to satisfy my complaint but these have been no communications with the seller after multiple attempts. The item is still under warranty and the 2 year old unit/model year by itself is a fraud and a scam and does not fulfill my contracted purchase of a NEW vehicle. I have no other means to contact the seller and this is the general consensus of nearly ALL REAL Published reviews of the seller. A can of touch up paint seems to be the standard resolution per most customer response. This is unethical and theft of my money.

  Business Response

  Date: 12/20/2023

  All requested parts from the customer have been shipped and customer placed a 2nd order with our company on 10/8/2023 for another vehicle and kept the vehicle that we sent the replacement parts for:

  TM-200XRX - Speedometer Assembly (Shipping Damage) BV-Parts 1 $0.00 BV PARTS 9559 No
  Shipped on 06/05/2023 by *** , Trk# 1ZW03V150390963954 / Track package
  Delivered on 06/08/2023 13:08, Left At: Porch
  
  TM-200XRX - Touch Up Paint (Black) BV-Parts 1 $0.00 BV PARTS 9559 No
  Shipped on 06/05/2023 by *** , Trk# 1ZW03V150390963954 / Track package
  Delivered on 06/08/2023 13:08, Left At: Porch

  One dash cover with. screws to mount. damaged in shipping. BV-Parts 1 $0.00 Warranty part did not get sent out on the last order. BV PARTS 9559 No
  Shipped on 06/21/2023 by **** , Trk# ********************** / Track package
  Delivered on 06/24/2023 Left At: Front Door/Porch

  TM-200XRX - Speedometer BV-Parts 1 $0.00 BV PARTS 9559 No
  Shipped on 07/31/2023 by *** , Trk# 1ZW03V150322392010

   

  Customer Answer

  Date: 12/20/2023

  I am rejecting this response because:   The replacement parts have NOTHING to do with the original complaint.  They are a mere part of the complaint. Also the purchase of a second vehicle does not have anything to do with the first vehicle. Because a second vehicle was purchased that does not imply any or all issues we're resolved with the first vehicle raised in the original complaint. 

  Business Response

  Date: 02/19/2024

  The customer has not mentioned any further technical issues regarding any of the vehicles.

  Below is the last communication we had with the customer regarding a apart:

  11/06/************* ******************************************* Order WH-296-*****
  To: ***************** Subject: Order WH-296-***** Message:
  Hey *******,
  I just heard back from the manufacturer about the rear protector, and they said that the bike actually comes like that and that it's like a more sporty look for the vehicle.
  Sincerely,
  Motobuys

• Initial Complaint

  Date:06/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've tried calling, chatting, and emailing for the past 2+ weeks and have gotten zero response from the company at all. I ordered a youth atv that was advertised as having a 200+ lb weight capacity (perfect for the young teen I bought it for to grow with for a few years) and received an atv with a measly 140lb weight capacity instead. Seeing as this is only 10lbs more than their weight, I would've never bought this had it been correctly advertised! I would like a replacement with the appropriate weight capacity or a full refund for my order!

  Business Response

  Date: 06/09/2023

  Hello,
  Im sorry to hear about your disappointment with us, and we would like to personally assist you with making things right.
  
  Lets get on a call and address this ASAP, we value your business. Please contact ** at *************************************** when convenient.

• Initial Complaint

  Date:05/30/2023

  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.

  The gokart hasn't worked since I received it.The chain broke. I have emailed and called more than 10 times.I also have no information on the 'warranty.' How do I submit a claim for it? Why can't I get a new chain sent to me?

  Business Response

  Date: 05/30/2023

  Hello,

  We contacted you on 5/3/2023, 5/4/2023, 5/10/2023, and received no response from you after multiple attempts. For better assistance, please reply to the Tech Support email that I just sent you.

  If you have any further questions, please contact us directly at ******************************************

  Customer Answer

  Date: 06/03/2023

  I am rejecting this response because:  I replied to your email with a date and time and you called an hour later. I called back and once again did not get an answer.  I have sent numerous emails. I need information on my warranty that I paid for.  Also, I had to buy a new chain before I could use the cart. I have spent an additional $150 just to be able to use it. I'd like to be reimbursed. 

  Customer Answer

  Date: 06/06/2023

  It's been resolved. Thank you!

  Business Response

  Date: 06/07/2023

  Issue has been resolved with the customer.

  Customer Answer

  Date: 06/07/2023

  I have reviewed the business response and accept this resolution.