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:01/30/2023

  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.

  I purchased a 2020 Sorrento Trailmaster from Motobuys about 2 years ago. I never received a Bill of Sale, only a Certificate of Origin. In my state, you are not required to register a vehicle under 50ccs so it was not an issue at the time, but recently due to an accident on the road, I need a copy of the Bill of Sale to register the vehicle for legal purposes. I have contacted Motobuys multiple times to try and get a copy of this bill of sale and have been ignored for several weeks. This is urgent! At this point, I cannot wait any longer and am reporting this problem here in the hopes that it might get them to finally contact me back. If anyone is considering buying from this company, be prepared for a very lackluster customer support response and possible missing documents.

  Business Response

  Date: 02/01/2023

  Customer was emailed his Bill of Sale today.

  Customer Answer

  Date: 02/03/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I never received an email from them. I'm unsure if they sent it to the wrong email address or if they never sent it at all, but I have double checked my email and given them a few days since they claim to have emailed the Bill of Sale. It has not arrived. I'm still waiting for this document and this process has stretched into it's third week since I began contacting them for it.

  Business Response

  Date: 02/08/2023

  I will resend the email to you.
  
  Please be sure to check your junk/spam folder for the email.
  
  If you still have not received the email, please email me directly at **************************************** so I may send it to you for a 3rd time.

  Customer Answer

  Date: 02/09/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  Received an invoice with the requested information that should work for me. Thank you!

  Business Response

  Date: 02/10/2023

  You're welcome!
  
  Please do not hesitate to contact me directly at *************************************** if you need any further assistance.

• Initial Complaint

  Date:01/23/2023

  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 ordered a dirtbike from motobuys.com, they sent me a completely different dirtbike then the one I ordered and won't get back to me. Their customer service number doesn't get answered, the only way to contact them is through sales.

  Business Response

  Date: 01/24/2023

  An email was sent to the customer, asking to reply to that email with a picture of the wrong dirt bike he received, so we may further assist.

  Customer Answer

  Date: 01/26/2023

  Motobuys.com has responded to me, only after contacting BBB. They wanted proof of sending the wrong order, which I provided. They then said they would review and get back to me. As of now nothing has been resolved. I appreciate the BBB getting involved. The way this all went down was very sketchy and in my opinion on purpose. If there's anything you need from me, just let me know. Thank you.
  
  -*****
  

  Business Response

  Date: 01/31/2023

  Return was approved and the vehicle has been scheduled for pick up.

  Customer Answer

  Date: 02/09/2023

  It is February 7th, I have sent the motorcycle I bought back, and have not received any shipping update of my order. They are buying time. I believe they didn't have what I ordered in stock, sent me a motorcycle of similar value, and made me wait and jump through hoops. This has been an awful experience dealing with these people. They act like you're wasting their time if you have a problem. Like thousands of dollars is nothing. And weeks and weeks is nothing either. They are only a 2 hour drive from my home, and they've dragged this out a month. They don't answer and I'm not sure I'm doing this right, but I don't think it's a coincidence that my shipping day that was supposed to be a week and a half ago, they said contact them on the 8th(when this complaint expires) if I haven't received anything as a tracking number or shipping manifest. It's all to buy time. I was going to buy 4 dirtbikes for my family and decided to test the waters with one, after reading all the horrible reviews. I'm glad the **** wasn't *****. Even still I shouldn't have given them a dime and won't again.

  Business Response

  Date: 02/10/2023

  **************** sent you an email on 2/8/2023 with your tracking number and a link to the website where you can track your shipment.
  
  According to the tracking, you received your new unit today, 2/10/2023.

• Initial Complaint

  Date:01/19/2023

  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 purchased a mid-xrx by trailmaster for my son, delivered December 22nd, opened December 25th. The right front wheel sheared off on December 26th. Immediately emailed and called customer support and provided photos. I received a response to my email 10 days later, directing me to another department. Called and emailed that department, which did not seem to have any information about my issue. Called at least 4 times during this time period and never reached a person. Sent more emails, no responses. As of this writing I still have not received a constructive response from them company. I am not seeking a refund. Order *******
  

  Business Response

  Date: 03/22/2023

  Business Response /* (1000, 5, 2023/01/24) */
  Customer spoke with our Tech Support on 1/12/2023 and our Tech Support sent the part request to the manufacturer for fulfillment.
  
  According to the manufacturer, the parts you requested will arrive to their warehouse this week and they will fulfill your part request.
  
  You will receive an email with a tracking number once your part ships.

• Initial Complaint

  Date:01/17/2023

  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 purchased 2 Trailmaster dirtbikes , **15 And **23 in November 2022. The bikes were Christmas presents for my 2 boys. The boys rode the **15 Christmas afternoon and again the next morning. The **15 started to smoke and completely locked. The ** 23 although it has not been, started smoking after being ran for about 15 minutes so we are afraid to use it. I have been calling tech support since 12/27 leaving over 10 messages both voicemail and by phone. I was emailed back and advised that someone would contact by the end of last week, but I never received a call. I feel like this company is not legit. I paid over 2k for 2 bikes that do not work. Both items are still under warranty.

  Business Response

  Date: 01/19/2023

  Hello
  
  We tried to contact you today but received no answer.
  
  Please reply to the email sent to you, requesting a time and date that you would like to schedule a call with our Tech Support on.

  Customer Answer

  Date: 01/20/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Contact has not been made.
  See Attachment/File: Screenshot_20230120_082052_Yahoo Mail.jpg

  Business Response

  Date: 01/31/2023

  Return was approved, and return instructions were sent to the customer.

• Initial Complaint

  Date:01/04/2023

  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 purchased a Hawk 250 motorcycle on 11/08/2022.
  I did not receive any of the necessary documents needed to register/purchase insurance on product.
  I have called several times, with no response and I have emailed this business even more times requesting paperwork, still, NO RESPONSE!!!! If needed I have the dates of emails sent by me.
  So, for nearly 3 months, I have had no assistance by this company in getting this resolved!!
  ***************
  

  Business Response

  Date: 03/22/2023

  Business Response /* (1000, 6, 2023/01/09) */
  Your MCO/Title was mailed via USPS on 1/4/2023 and is expected to be delivered on Monday 1/16/2023.
  
  An email has been sent providing this information.
  
  If you need any further assistance, please contact our customer service team and we will be happy to assist you.
  
  
  Consumer Response /* (2000, 8, 2023/01/10) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The business stated it was mailed.

• Initial Complaint

  Date:01/03/2023

  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 2 ATVS from this company in November of 2022 for Christmas presents for my grandchildren. I received them sometime in December 2022. Both were shipped with 2 bad batteries (per sales rep that I spoke with). I've tried to reach out multiple times to this company with no avail. I always end up getting in touch with someone in sales who says they can only send an email with my issues to the parts department. The last time I spoke with someone they were going to send out replacement batteries. That was maybe like a week and a half ago maybe. Fast forward to today January 3, 2023 they said they sent out an email suggesting that I purchase the batteries and they would reimburse us. ***, at least that's what he said his name was was extremely rude. I told him that I wanted new batteries shipped out and I don't want to have to come up with the money for the batteries and then turn around and wait for them to reimburse me as I do not trust this company. Stay far away from them. Had a done a little bit more research I would have. Also both of the ATVs were 99% put together but one is missing the reflectors that should have been on there and apparently got lost in transit per one of the associates I talked to back on December 22. Also missing the reflectors that should've came in a box that I was supposed to s**** in for the second ATV.***

  Business Response

  Date: 01/04/2023

  An order was created for (2) Batteries and (1) Taillight with a new wire, yesterday 1/3/2023.
  
  You will receive a tracking number once your order has shipped.
  
  If you have any questions, contact our customer service team and we will be happy to assist you.

  Customer Answer

  Date: 01/09/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have not received any tracking information and it's been at least six days. I have grandchildren that have had to do without their Christmas presents because these people sent us defective merchandise. They will not answer the phone and they will not respond to emails. At this point I am paying $600 a month to finance two ATVs that don't work, I believe that every day they don't get my ATVs up to work in order I should be refunded whatever the fee is that I'm paying to finance these ATVs. If I do not receive my tracking information by the end of tomorrow, which will be January 10 I expect this company Moto buys to refund me $12.53 per day starting December 25 until I receive working parts.

  Business Response

  Date: 01/16/2023

  Hello,
  
  an email was sent to you on 1/12/2023 with the tracking number for the parts you requested.
  
  If you have not received your tracking information, please email our customer service team at ******************************************* and they will be able to assist you.

• Initial Complaint

  Date:12/27/2022

  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 8/3/22 I ordered a ***************** and paid extra $998 to have it assembled bringing the total price to $4,998.00. The item arrived 8/15/22. This was for my son's birthday. The kart looked like is was in great condition so I accepted delivery. The manual
  stated the kart could be placed in electric mode, but I could never find how to do it. I kept calling the company only to be transferred to voicemails. Eventually I put gas in tank. My son went to ride and the next day my entire garage and home smelt like gas. It wasn't until further investigation we realized the gas tank was improperly assembled and missing a gauge. This caused gas to leak out full force when hitting the gas throttle to go. I immediately stopped my son from riding due to the nature of danger involved. I kept calling and filled out form online with no reply. Finally I reached someone on 10/20/22. The rep agreed that kart was too dangerous to ride and that they would send me the correct part to put on. However they sent the incorrect part which was an entire gas tank still missing the gauge. I called ******* and sent photos on 10/31/22. ******* stopped responding after telling me they sent the wrong item. I waited over a month and made contact with ******* again on a recorded line. ******* informed me that I had 2 options get a full refund or give the manufacturer one more day. I chose the full refund. The next day ******* told me they made a mistake and cannot give me a full refund, but $400 to get kart welded and I would have to reassemble the gas tank. I told ******* I already paid full price for assembly and I don't feel comfortable assembling a gas tank. I'm not qualified for that plus getting it welded is not an appropriate fix. A new rep ****** then told me he would sent me a refund slip, but still has not sent to me and won't reply now. I cannot use the kart at all and want my refund as promised.

  Business Response

  Date: 03/21/2023

  Business Response /* (1000, 5, 2022/12/27) */
  After speaking with the customer, the only solution would be to have the vehicle returned.
  
  Since a solution has been offered and a new gas tank can also be provided, he will be responsible for a 2-Way Shipping Fee + a 15% Restocking Fee if the issue could be resolved by providing the necessary part as per the warranty.
  
  If it is a manufacturer defect that is unrepairable, he will be entitled to a full refund once the inspection of the vehicle is complete, and a report has been provided.
  
  I also offered to reimburse $400 to cover the repair to the gas tank, and for the inconvenience of receiving a bad replacement tank, but the customer refused and began shouting aggressively.
  
  I offered the return and have yet to receive a reply from the customer.
  
  
  Consumer Response /* (3000, 7, 2022/12/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept this response and it shows furthermore how dishonest this company and its employees are. I'm glad they sent this though to show their character of lies. I can admit and be honest I most definitely shouted at ****** on a recorded line after he had the nerves to call me a liar. I can share that entire recording as I plan to do with court claim as well. This company is avoiding the fact they sent me a gas tank still missing the manufacture part and the real reason is because the part is not in stock! Instead of just being honest and saying that they keep lying
  
  
  Business Response /* (4000, 11, 2023/01/04) */
  Customer was contacted by our Operations Manager and was advised that we are scheduling a pick-up for his Go-Kart via ***********.
  
  The customer will be provided with the ***********'s information and pick-up ETA once scheduled. Customer was also advised that he will be fully refunded once the unit has been pick-up.
  
  
  Consumer Response /* (2000, 13, 2023/01/06) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Operations manager ******* contacted me and he was a man of his word. ******* showed much integrity unlike ****** who shouldn't be a manager over a circus. If it wasn't for the resolution I would've kept going the legal route, but I'm pleased with how ******* stepped in and done what was right. We can close this claim as I have been granted a full refund. Thank you all for mediation.

• Initial Complaint

  Date:11/16/2022

  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.

  Company never resolved all issues, doesn't start with the key, now the brakes are not working which is dangerous and company refuses to answer any calls or call back, this go cart has not been running properly since a little after getting it in June, months later still is not fixed and company refuses to honor any warranty and help by not answering calls or emails. This cheetah 8 gocart is completely a waste of money and has been sitting, highly dissatisfied.
  

  Business Response

  Date: 02/03/2023

  Business Response /* (1000, 5, 2022/11/17) */
  Contact Name and Title: Carlos CSM
  Contact Phone: **********
  Contact Email: *************************
  Hello,
  
  I'm sorry to hear about your disappointment with us, and I would like to personally assist you with making things right.
  
  I am going to have our Tech Support contact you ASAP.
  
  We value your business.

• Initial Complaint

  Date:09/08/2022

  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 seller sent a damaged product and won't response to my emails or phone calls.
  
  I made many attempts with no luck and no refund
  

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 5, 2022/09/09) */
  We have been calling the customer all week, no answer. An email, with our Tech Support's direct contact information was emailed to the customer.
  
  Our Tech Support has yet to be contacted regarding this issue. Please call our Tech Support at (214)560-6125 so we may assist you.
  
  Our hours of operation are 10am-6pm CST.

• Initial Complaint

  Date:08/16/2022

  Type:Sales and Advertising 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 not what I paid for, sent to me defected machine will not call me back
  

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 5, 2022/08/17) */
  Contact Name and Title: Carlos-CS Manager
  Contact Phone: (520) 619-2120
  Contact Email: [email protected]
  Hello,
  
  After researching this case, I found that we have been in communication with you since first reaching out to us on 8/11/2022. The new keys and key switch you requested were shipped the next day 8/12/2022.
  
  I also found that you spoke with our mechanic yesterday (8/16/2022) regarding your speedometer. Per his notes, he advised you to check the wire to the speed sensor that is located in the rear brake rotor. He also stated that you are to call him back with an update once you have checked the speed sensor.
  
  Please be advised that any damaged or faulty parts covered under the warranty, can be replaced for free.
  
  If there are any new issues you would like to make us aware of, please contact our customer service team and we will be happy to assist you.
  
  
  Consumer Response /* (3000, 11, 2022/09/14) */
  Hi I contacted you in Aug. 17 2022 about Moto Buys selling me a UTV that broke down on me 3 weeks after I had it sent to my house talked to Ken and Calos on what could be wrong I tried what they said I do not know much about engines and the instrucktions are really bad. now when I call I just get voice mails and no call back hope you can help ******* *********
  
  
  Business Response /* (4000, 13, 2022/09/15) */
  Hello,
  
  Our Tech Support tried contacting you today and has been unable to reach you.
  
  Please call our Tech Support at 214-560-6125 so we may further assist you.
  
  
  Consumer Response /* (4200, 15, 2022/09/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Yes, they did call back at 9 am while I was working. I have told them many times to call me after 2:30 pm. I called them back several times and left messages with no return call.The UTV has only ran for 6-8 hours over a period of days since we got it and now it wont start. We have had a mechanic out to our house four times to try to diagnose the problem or problems. He doesn't know why it won't start. I want them to send someone out here to fix it or we want it returned and our money back.Our UTV hasn't been running since August 11,2022. Also we were never sent the bill of sale or notarized title which we have requested on several occasions. *******