Complaints

This profile includes complaints for Rocky Mountain ATV, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Rocky Mountain ATV, Inc.

  1551 American Way Payson, UT 84651-4651

  
• 

  Rocky Mountain ATV/MC

  1459 Rolling Hills Ln Winchester, KY 40391

  
• 

  Rocky Mountain ATV, Inc.

  4510 N Highway 6 Helper, UT 84526-2009

  

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

• Initial Complaint

  Date:05/21/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered from this company for many years. Recently had an order not delivered by FedEx. I contacted the company and they will not ship the items again until FedEx completes their investigation. FedEx concluded the investigation and marked the items as lost. I contacted Rocky Mountain and they still will not send replacements. They say they cannot see the FedEx status update and will not accept my case closure information.

  

  Business Response

  Date: 05/22/2025

  James we are sorry to hear you have not received your order. We do have policies in place with our carriers to start investigations like this to see if the package can be located and if we can get a proof of delivery. As of this morning we have not hear back on a resolution from FedEx. We do value you as a customer and want to make this right. We will be in contact with you via phone this morning to resolve this with you. 

• Initial Complaint

  Date:01/24/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  MY 14 year old son ordered a new front rotor for his yz 85 dirt bike.
  we received a front rotor for a yz 250f so since i own a yz 250f instead of returning it we just immediately ordered another one for his yz 85 and chalked it up to he made a mistake when ordering the first one.
  we placed the order for the right one and was supposed to be delivered on jan 22nd.
  on jan 23rd i called the company to find out why it still shows awaiting item on the usps website. was told it left the facility and should be here today.
  i called again today to inform them that i spoke with my sister whom is a manager for usps and she did a trace on the item and found it still has not left there facility.
  so i called the business again to inform them and tell them to just refund it as he has a race tomorrow and im going to have to go pick him up one from a shop over an hr away so that he can still do his race tomorrow.
  the lady was very rude telling me its on the post office not them and she would not be refunding the item.
  she told me that they have to wait for usps to get back to them which is an out and out lie as the post office never received the item from there facility. when i told her this she became extremely rude stating that if i could not be professional she was hanging up.
  how much more professional can i be. you never shipped the item and i want it refunded, i own a business and im not dealing with smoke and mirrors answers.
  i then told her we would never order from them again and if it was not refunded i would call my bank and have it reversed as they failed to ship the item.

  

  Business Response

  Date: 01/24/2025

  We apologize for the issue with this order. We will be in contact with your shortly via phone to fix this matter.

• Initial Complaint

  Date:10/16/2024

  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.

  In October of last year Rocky Mountain ATV sold me defective tires. They then denied it and stated I was a liar. I had an independent tire shop confirm that the tire was defective and that was the cause of the failure. ***** still held onto the belief that they could never sell a faulty product. After I had to take measures into my own hands to be issued a refund they then called me and threatened me. This business is far from legit and tries to steal peoples money. This October I then ordered a couple more parts as I was in a pinch. They cancelled my order and I have yet to see a refund pending in my account. I will pursue legal action next week if there is not a pending refund this week.

  

  Business Response

  Date: 10/18/2024

  Here at Rocky Mountain ATV/MC we always stand behind our products including those that have manufacturer defects. Unfortunately in situations like this when product issues are caused by the customer those damages are not covered under any manufacturer defect warranty. In this situation the customer purchased tires and used them, while in use the customer punctured one of the tires on an obstacle which was very clear in the pictures the customer provided for that situation. This type of damage can happen with any new off road tires when customers do not navigate terrain carefully which is why this customers warranty was denied. When the warranty was denied this customer purchased the same tires again on Amazon and then set up a return, he then sent back his damaged tires in an effort to receive a refund. Because of this customers fraudulent attempt to get new tires and the extremely disrespectful manner in which he treated our employees, we have chosen to no longer do business with this customer. This customer attempted to place a new order on 10/15/2024, that order was cancelled and refunded through Paypal on 10/16/2024. Depending on the merchant of the transaction refunds can take up to 1-7 business days to be seen back in the customers account. PayPal typically processes refunds quickly so this customer should see his refund in the next day or so.

  Customer Answer

  Date: 10/18/2024

   
  
  Complaint: 22430303
  
  
  
  I am rejecting this response because:
  
  Of course the business that would owe me money would make up any reason the tire defect was my fault. An INDEPENDENT TIRE SHOP said the tire was defective and it had delaminated not punctured. avoid any and all business with Rocky Mountain atv, they are not the company they were 10 years ago let alone 5 years ago. 
  

  
  
  Sincerely,
  
  
  
  Brayden Whiting

• Initial Complaint

  Date:07/12/2024

  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.

  We purchased a cylinder kit on july 9th, 2024 to be sent next day to our campground as we are on vacation. The item arrived on July 11th incomplete. When we began installing the item we realized it was missing a part. We reached out immediately. They wanted us to take pictures of the "missing" item. Thus is a challenge since it wasn't sent....but we re-took apart the item and sent pictures of the I structures and all of the parts we received. They then said that they could/would not send us just the missing parts, as their tech devision wouldn't believe we were missing it. So their warranty department stated that they would refund us for the original item (not the shipping), if we ordered the entire item again. We told them that we were leaving the campground on Saturday the 13th, and they guaranteed that the order was processed and would be arriving to our location on Friday the 12th. We did AGAIN pay for expedited shipping. They let us know that we would automatically be receiving our tracking number via email, and we verified our email address with them. We never received our email so we called. They hadn't yet processed our order so now the soonest they could get us the item is Monday the 15th. Again we aren't going to be here then. Oopsy they said, they would try to reimburse us the shipping cost for the 2nd order, but oh well. They would "try" to change the address it is arriving to. What I. The actual #^#&. This is the worst customer service I ha e ever experienced. They shipped the wrong item, I (the customer) am supposed to est the cost of that and more, and still don't have the product. I will pay 10 times more to NEVER buy from this company again.

  

  Business Response

  Date: 07/15/2024

  *** we are extremely sorry for the missing part out of the Cylinder kit you received. On items like this we ask for pictures so we can get with the manufacturer so we can see if we can get the item or if we need to get another kit sent to you.  Looking into the issue looks like the second order was processed after the shipping cutoff time and that is why it did not get shipped out on Next day we sincerely apologize for the inconvenience on this. We show you have canceled the second order that we had put on Instore pickup for you on Friday the 12th and was refunded back to your card and rebates. Keep in mind this refund can take a few days to posted depending on your institute. We show we are still receiving the original Cylinder kit back so we can investigate the missing item from that kit. We have also refunded the shipping back to your card today for the original next day shipping you have paid. We have emailed a $75.00 gift card to you to show our appreciation to you as a loyal customer. Again we apologize for the miscommunication on our behave.

• Initial Complaint

  Date:01/31/2024

  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.

  After 10 years of buying from them, Rocky Mountain ATV (RM) refused to provide service to me based on another person's account activity. As it seems, a family member made a purchase as a Christmas gift for me and ordered with the same last name and billing address we use for certain online purchases. I don't know for sure, as RM would not provide specific detail about the order or the customer. Apparently, there was some dispute over this order and that person, unbeknownst to me, requested a chargeback on the approximately $100 purchase. More than a month afterwards, I made an order through my account for $250 and received an email shortly thereafter saying I they would not fulfill the order because of a chargeback on another account's order for which I had no record. I called Rocky Mountain to see what the issue was and they told me that they would not fulfill any orders because of the other person's chargeback. I had no knowledge of this and no control over the card used to make that purchase. To resolve the issue, ** told me to track down the other person to resolve the account as if it was my duty as a customer to collect their debts and resolve issue they have with other customers. After ten years as a customer who spent $1,200 in the last year alone, they would not fulfill any orders until I resolved a customer dispute they have with someone else.Had they released the hold and shipped my paid order I would have happily remained a lifelong customer. Instead, they asked me to track down another customer and harass them into settling a dispute that I was entirely unaware of and RM would not provide detailed information on. In years past I split my orders between local shops, Motosport.com and RM, but I had gradually started to shift most of my purchases to RM. That won't be the case, now. Motosport.com and BTOsports.com have never given me problems, and I have never had such an unusual problem with any other retailer.

  

  Business Response

  Date: 01/31/2024

  We received the order the chargeback was on and it was ordered on our website claiming the wrong address was entered. We have canceled your recent order and your card has been refunded and we are in the processing of deleting your account as requested. We apologize for any inconvenience this may have caused you.

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21225847
  
  I am rejecting this response because:

  You still have not addressed the fact that the previous order was not made by me. I called in having no knowledge of this order and was told someone else that shared the last name and billing address had placed an order and it was my responsibility to track that person down and request that they pay you. A manager then suggested that I had made the charge myself under a different name and credit card, essentially attempting to defraud your company. I did no such thing and find it very unprofessional that a customer service representative would suggest as much. 

  Furthermore, as your representative suggested, I tracked down the other person who made the order and asked if they had made any order with RMATV. He said he had and there was an issue with delivery so he attempted to charge back the credit card. Again, this was a third party and I had no knowledge of this incident. You have separate contact information for that customer and a different name, email address and phone number. Additionally, the dispute of the charge was rejected by **************** who sided with RMATV and remitted the charge on January 2, 2024.  You have in fact been paid for that order # ********, four weeks prior to my recent order. This was specifically an error in your account, an account over which I had no knowledge or control over until your customer service representatives asked me to pay to settle it.

  Ultimately, I have been a customer for 10 years and have spent thousands of dollars at RMATV. You had a separate issue with another customer who attempted to buy a Christmas gift on a separate account. I can't speak for that account or the disagreement you had with that customer. I had no knowledge of this exchange until I called your company and your CSR requested I settle a $106.40 charge for which, as it turns out, you had already been paid by the card issuing company. In an attempt to order tires I was emailed with a demand to pay a charge that had already been paid to you. 

  Had you kept your records current, I would have happily remained a customer. Had your CSRs spotted the settled account and simply released the order, I would have remained a customer. Instead I was asked to pay for another customer's settled charge and told I wouldn't receive orders until it was settled because I was trying to defraud your business. 

  You've handled this very poorly and accused a longstanding customer of attempting to steal from you. Nobody with this last name or mailing address has any outstanding account with you. Please update your records to reflect.

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

  

  Business Response

  Date: 02/02/2024

  We understand your frustrations with this situation and will be escalating the issue to work on creating better process to ensure this doesn't happen again in the future. We apologize for any blaming of wrong doing or defrauding and understand your frustrations with the matter at hand. 

  Though we work hard to create a seamless processes and procedures that create good experiences for our customers we always have opportunities and it seems this is one of those situations where we could have done better. Again, we have escalated this to upper management in an attempt to find where the issues were so we can fix them going forward. 

  We appreciate your diligence in bringing these issues to us so that we have the opportunity to fix them. Your situation was a unique one however we will be better going forward with situations like yours because of your willingness to bring the problem to light. We apologize for your poor experience and will be issuing a $50 gift card on your account as a thank you and in hopes that you are willing to work with us again. 

  We appreciate your business, thank you!

  Customer Answer

  Date: 02/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I understand you have to stay diligent to protect your company from people who try to steal from you, but I recommend giving a second look at  longstanding accounts before flagging certain transactions or blocking fulfillment. Sincere misunderstandings happen and there were several steps in this process at which we could have reached this same resolution. Thank you for taking the time to understand this issue and why it was so irregular from a typical dispute. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/21/2023

  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 front tusk gladiator axle through one of rocky mountains vendors. Tusk which is owned by rocky mountain offers a 1 year manufacturer warranty. The axle i purchased snapped the inner joint shortly after purchase. I contacted rocky mountain to submit a warranty claim and they refuse to honor it because the axle was not purchased through them. The vendor i purchased it through i cannot get intouch with. I offered to provide receipts but rocky mountain does not want to take those to honor their warranty

  

  Business Response

  Date: 10/23/2023

  Customer ordered the axle with a dealer of ours but where this is our brand I have contacted the customer through via phone and spoke to him and have gotten him all taken care of. We have issued a call tag to get the axle back that has broke and we have sent this customer a replacement out. 

• Initial Complaint

  Date:04/12/2023

  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 bought a timing chain tensioner for a 2015 Polaris RZR 900 in September of 2021 costing $135. After I received the timing chain tensioner I installed it per instructions, when I started my engine the crush washer that was provided with the tensioner was leaking engine oil fast. I contacted Rocky mountain ATV pertaining to this problem of the washer not ceiling correctly and all they ask for was a video of it leaking oil. I told them I wasn't going to risk myself ruining my engine based on the problem. Although I replaced it with a OEM one instead, I requested a return/ refund and they refused. I contacted my credit card company " PayPal" and filed a claim. PayPal contacted Rocky mountain ATV in regards to this issue about a refund and they responded with return it will give you a refund and in the process of doing such PayPal requires a photograph of the receipt showing that it was mailed which I do have the date and how much it cost to send it back before the refund was issued. I do have a picture of the receipt showing shipment. Since this issue my name has been red flagged in their system because of that order and until that order is is paid for to them in their eyes they're not going to sell me any more products. I don't know what the point of having technical support is, if they're not going to stand behind they're product.

  

  Business Response

  Date: 04/14/2023

  Hello, Thank you for your message. We sincerely apologize for the inconvenience this may have caused you. After reviewing the information you've provided, we have removed the hold on your account and you will now be able to access it to place new orders. If you're still interested in purchasing your axles, please let us know and we'd love to assist you with this. Once again, we sincerely apologize for the inconvenience this may have caused you. 

• Initial Complaint

  Date:11/30/2022

  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.

  We ordered two sets of Edge ***** wheels for two young riders, they do both casual riding and racing, they do come are pre-trued but being experience in truing, they were trued in the shop as well as before the race, that weekend. One of the boys got through the first race good however half way through the second race, some of the spokes came loose and one fell out, making the bike un-usable. Multiple other racers and trainers as well as some staff from our Motorsports shop said it was very unusual. Just yesterday we were looking at getting some new wheels, right on *****'s website on the exact wheel set (we purchased for $772 each set). In big bold black letters DO NOT USE FOR RACING OR HARD COMPETITION plain as day. I called Dubya they were very compassionate and explained. These tires are meant for beginner, backyard riders they would not last very long for regular use, this are not meant for races or aggressive riding. However on Rocky Mountain ATV's website the description for this wheel set has no warning label, all it says "designed for casual rides" these boys do go on casual *************, they ride casually, as well as race. So I called Rocky Mountains customer service, I explained after talking with a manager this is what he told me "For products we do not manufacture we include the minimal description, In the future we recommend you research a product before you purchase" So Rocky Mountain favors omitting warning labels in favor of sales? I would not have ever bought these if I had know the risks to the riders, they could have been seriously injured.Rocky Mountain can't be trusted to include vital details? As the customer I'm expected to call the manufactures for any factual information? The wheels $772x2 plus the race fee and travel expenses, we spent because we were under the impression these wheel sets were suitable for the event. I find it hard to trust this company when they can't take 5 seconds to put "Do not race on these wheels" anywhere.

  

  Business Response

  Date: 12/01/2022

  Hello, we were able to look this information up and verified that the manufacturer's site does in fact say this. We apologize for the inconvenience this has caused you. If you're interested in a refund we can do this in a few different ways, we can either refund you for the amount of these wheels to your card if you've since purchased replacement wheels or we can give you the same amount toward replacement wheels. As a company we aim to ensure all information for safety for products is available to our customers. This was a mistake and we're in the process of updating this information. If you're interested in a replacement set of wheels or a refund due to you purchasing replacements elsewhere we'd love to assist you in any way we can. Please let us know how you would like to proceed. 

• Initial Complaint

  Date:08/19/2022

  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 had a $63.64 credit on my ************* account balance - placed an order for $82.18 using the credit for $63.64 to be applied to this purchase. When I checked my bank account the full $82.18 had been deducted from my account instead of the $18.54 ($82.18-$63.64 credit) . I called RM ATV and talked to customer service to remedy this - they refused. I stated I would simply return the items when returned. I asked to be given the name and mailing address for the President of the company so I could express my dissatisfaction in writing - I was denied this information.

  

  Business Response

  Date: 08/22/2022

  Hello ****,

  We sincerely apologize for the inconvenience this may have caused you. If you would like to return the items we'd be more than happy to assist you by setting up the return for you. If you would like, we can also issue a refund to your card and apply your credits toward this order. If you're interested in either of these options, please feel free to let us know. 

  Customer Answer

  Date: 08/22/2022

   
  Complaint: 17736192
  
  I am rejecting this response because:  My original resolution ask was for Rocky Mountain ATV to simply credit back to my account the $63.64 (which was in my ************* balance) - which they refused.  Now - I would like the products to be returned at Rocky Mountain ATVs expense with a full refund ($82.18) of the purchase price - and a check sent to me in the amount of $63.64 for the balance of credit remaining in my account.  

  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/23/2022

  Hello ****,

  Thank you for your message. We're happy to set up the return for these items for you and cover the return shipping. Once the items are received we'd be more than happy to issue you a full refund for them as long as they're in brand new and unused condition. However, we won't be sending you a check for the $63.64 *************. This credit is not an option to be cashed out. This credit is something Rocky Mountain ATV/MC offers you as a courtesy for your business that can only be applied toward your orders that you place through us. If you'd like to set up this return, please let us know and we'd be happy to get this set up and provide you a return shipping label. If you have any questions, please let us know. 

  Customer Answer

  Date: 08/24/2022

   
  Complaint: 17736192
  
  I am rejecting this response because:  I will send the 'unopened' purchase back on my dime.  Rocky Mountain ATV can keep the $63.13 - and trust I will spend 10X that telling everyone I can about this HORRIBLE experience on every platform available.  I will be filing a complaint with the **** Attorney General - I believe this company needs to be investigated for purposely making it so 'difficult' to use the rewards program in an effort to prevent people from using it.  
  
  Sincerely,
  
  ***********************