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:12/27/2024

  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.

  The main problem is that, I bough a 4 ******* about 2 months ago and it has been used for about 300 miles or so thats whats on the odometer, but the problem is that the rear transaxle already wore out on it and its brand new! My suspicion is that it never got new bearing when they put it together at the assembly, which was BDX performance. So I call them about the warrenty, they said they can replace it under my warranty but I would have to pay the shipping and proccessing, which is 800 bucks, then I asked them if I could purchase the transportation warrenty, which was an option at the original purchase point, and they said no that I couldn't, but what I don't understand is why I can purchase the extra warranty now, its only been 2 months since I bought the thing, and I think they are just hangling me for money as well as cheating me by selling me a faulty product. That's my complaint

  Business Response

  Date: 01/24/2025

  *****/Customer:

  We have emailed, called and texted you to contact you so we can get a resolution to this problem. Your number is disconnected and you are also not answering the emails or texts. 

  You're saying the rear axle on the *** wore out.  Axles do not just wear out, if it is a bearing that wore out we would need to see what occurred, and how it wore out to determine the problem. We need to see some photos of the axle and bearing. Axles on these vehicles don't just wear out.  We want to see what's going on there and then get you the part you need to replace it. 
  
  A used bearing was not put onto your brand new vehicle. Everything on your vehicle is brand new. We don't sell used parts or used vehicles.  

  We will replace the axle or bearing under warranty after diagnosing which one of them is the problem, that is our legal obligation. Since it is warranty the part is free and we ship it to you free of charge. *** has never made a customer pay for shipping on a Warranty item.  It would not be Warranty if you're paying for anything.  When you purchase your vehicle from BDX Performance you get a 1 year warranty.  

  Our main concern and only goal is getting that vehicle fixed up.  I'm not sure if there was miscommunication or some type of confusion but first, let's get some pictures sent over and get a call scheduled with you and a few of our technicians so we can find out what happened to the axle and how it got worn out. Then get you the replacement part on the way and back up riding. 

  We also need to figure out who you spoke to that did not take you through our normal warranty process.  If they had, you would've sent pictures over, spoke to a technician and received the warranty replacement part by now.  And we also would've figured out what happened to that bearing. 

  Please reach back out to us or respond to the email/texts. 

   

  Thanks,

  May 

• Initial Complaint

  Date:12/16/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 was shipped a severely damaged and non-functional engine that was extremely poorly packaged without proper shipping or insurance. The business has refused to take responsibility for the damage or file a claim with the shipping provider and insists this is typical packaging and delivery for their products.

• Initial Complaint

  Date:12/04/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 about $200 worth of parts on 8/26. Received automated confirmation email almost immediately. I sent a follow-up email on 9/5 due to no shipment notification, all parts were "in stock". No response from BDX. Sent a web message on 9/11. No response from BDX. Called them early week of 9/20, briefly talked to a man who said shipping **** was busy. Received shipment notice on 9/20. Received shipment on 9/23, but parts did not match ordered items and not all invoice items shipped. Waited a few days to see if another shipment would come. Nothing. Sent refund request email on 10/8. Received an immediate reply (20 minutes). I replied to their message within 30 minutes.....then BDX went silent again. Tried resolving through payment vendor....broken promises (didn't refund for exhaust part, didn't send me an email with a shipping label to return wrong parts) or no response.

• Initial Complaint

  Date:10/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 a gas go kart for our 9 year old grandson from BDX we paid ****** extra to have them assemble it and delivery it. As soon as the kart was delivery one light didnt work so we messaged them and it took a bit but they sent us a new light from there the problems escalates the front fender fell off while my grandson was riding it around the house on grass. Then the seat belt broke off also when driving it. Then the brake pedal fall off also when riding it then the harness that holds the battery in place snapped off the list guess on and now the go kart wont start at all. Ive been more than patient with all This but now I want my money back its only been 11 months and all this keeps happening. Its. Safety issue at with this go kart and its problems . Now like I said it wont startup. They said they could walk us thru trouble shooting the problem but what happens it it still wont start they couldnt answer that. Then they try to blame all this on us and then said these things that have broken in it are minor . I dont k is how a brake pedal falling off where my grandson could stop it and a fender falling off and a seat bent that is suppose to be for safety breaks off is minor to them. I have a emails and text message from the day of delivery headlight issue to the present time available if needed .Then the 2 managers I have dealt with in the last 11 months both quit.

• Initial Complaint

  Date:07/30/2024

  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.

  Had an Eagle bike construction, delivery, assembly warranty and vehicle does not drive VA to ** upon delivery. I did everything in my power and patience under warranty with this company to fix something as basic as the ignition that was faulty upon delivery And warrantied Rude treatment for sure and a resend of an ATV ignition key switch instead of the right replacement part. Basic competency fail, again. Fixed it myself finally after 4 weeks for $260. And now I've been chasing title that should have come with the bs scooter in the mail maybe less than 2 months ago.This company really needs a serious look If documents needed I can provide

  Business Response

  Date: 08/16/2024

  Customer purchased a vehicle, before any of our assembled vehicles are shipped they are assembled, tested for about a week and then delivered. This is done by the quality control technician. We also have a sign off sheet showing everything was working when it left BDX. Upon delivery we have our customers test drive their scooters. The scooter did not start up when it was delivered due to the battery being dead. The delivery driver then walked around the customers neighborhood until he was able to find someone with jumper cables. Once he got the jumper cables the driver stuck the key in, had it in the on position and got it started.

  Once it was started the customer Elidi then test drove the vehicle around her neighborhood for about 5 minutes while she was intoxicated. She drove around her neighborhood and out of sight of our delivery driver. Once she finally came back the key switch no longer worked. In those five minutes she broke the key switch and the vehicle would then not start up again due to whatever she did in those 5 minutes. She then proceeded to scream at our delivery driver, cursing, name calling and more. 

  Even though the customer ***** broke the key switch she still called us the night it was delivered and spammed our text line cursing and acting unreasonable. Again she was intoxicated during this entire interaction. This vehicle was delivered on a Saturday night. The following Monday she was given a call and we immediately went into action to get her the key switch UNDER WARRANTY.

  Even though this item would not be under warranty since she broke it herself. We still got it shipped to her with express shipping. It turned out to be the incorrect key switch shipped out which was unfortunate and we apologzied about it. We went into action immediately to get her the correct key switch. This was now two weeks after the scooter was delivered. It did not take a month.

  On multiple occasions ***** would text our BDX text line at 2am and 3am intoxicated as she cursed, name called and acted unreasonable. She then took it to a local shop and paid for the key switch herself. Which is not a problem with us because it should not have been under warranty to begin with.She then requested her title/MSO so she could get her scooter registered. We requested it immediately for her and it comes through a government agency who have to process it and then mail it out by normal snail mail. There is no way to speed this process up.

  The title/MSO was already requested and in the works when she filed this complaint. She now has the **** it took 8 days for it to be delivered to her. She filed this complaint knowing full and well when she would receive the title.

  This issue has been resolved. the only mistake that was made was the key switch we sent out was the incorrect one. We went above and beyond and worked with her to get this resolved even though this was not under warranty.

  BDX Performance

  Customer Answer

  Date: 08/19/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This company is lying on so many levels. 

  They have blamed the customer for a vehicle that clearly was delivered inoperable. 

  And have taken no opportunity to resolve for whatever happened from the point of assembly to delivery other than lying on the customer. 

  At no point in time had this vehicle ever run upon delivery. At no point in time was it able to be test driven. And at no point in time was I ever responsible for any malfunction to this vehicle. 

  Happy to attach all communications to this company and willing to submit phone records as needed. 

  They literally will not take responsibility and I question the validity of the title as well. Please keep this case open until resolved. 

  They're happy to blame a customer rather than take ownership for their incompetence. I repaired it myself bc they sent a part for an ATV. Why would the transport team help us try to jump start it and leave without it working. 

  It was never a battery problem and i have attached receipt of repair that literally says it was faulty ignition. No other repairs were needed. 

  Faulty and bent ignition is completely on assembly. I still have the faulty ignition in my possession if needed

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

  
  

• Initial Complaint

  Date:07/26/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 husband and I bought a brand new *** (07/04/2024 recieved 07/19/2024)from this company and paid an extra $250 for it to be delivered assembled and ready to ride totaling over $2600. The atv arrived with a flat tire, a missing remote, battery acid on the battery, stripped bolts and un-operational (wont even start). After fixing one issue, which was the battery on our own because the company stopped answering my husbands phone calls, the *** will only start and will not move at all. After calling the company from a different phone number so they can answer we were informed of a different issue the *** was having causing it not to go and was told to ask someone else for the proper tools to fix the ***. After asking for a refund we were told we will only be refunded $250 for the assembly and delivery and charged a 20% restock fee for the *** and we are responsible for taking the *** to their facility even though it arrived un-operational.

• Initial Complaint

  Date:03/23/2024

  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.

  Ordered a part kit on Feb 23rd for our dune buggy. Which was listed as having a particular part we needed to fix our vehicle. After almost a week we hadn't gotten a shipment confirmation so I reached out. Took days for a response, but they finally reached out saying they were sending it. When we received what we ordered, the part pack was missing an important part that we needed that was listed as being included. So we reached out again. Again Took a while for a response, but they finally asked for a photo of what we received. We sent. Didn't receive a response for days. They finally responded that they were sending the missing part. We asked for a tracking number and they ended all communication with us at **********. This was over 2 weeks ago now and we never received our missing part that we paid for that they said they were shipping. Order #*****

  Business Response

  Date: 04/19/2024

  Hi *****,

  As you know we have spoken since this complaint was made and we resolved your issue. We do apologize for the delay in getting you your missing cooling plate. We look forward to doing business with you in the future. 

  Just to explain the issue, we shipped a customer their order with an item missing. They let us know it was missing when they received the shipment. It was not relayed to the shipping department Immediately like it should have been and it wasn't sent out for about a week. 

   

  Thanks

• Initial Complaint

  Date:07/18/2023

  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 a Go-Cart from BDX Performance late April early May 2023. I purchased the option of having them put it together so when I received it its ready to ride. I received the Go-Cart beginning of June 2023. I drove to Go-Cart about ***** miles, and the front tires started going bald. I notified the company. I talked to ****, he said the tires would be replaced free of charge. I get a text from a man named ***********************, stating he will not give me tires for free. He will not be replacing them. He would sell me the tires at a discount. I did call and talk to *****, he was very rude and ignorant and was trying to put the blame on me for the tires going bald. When they put this together, they were supposed to test drive it. If they did test drive it, they wouldve noticed that the tires were not in Alignment. Thats why the tires started going bald. Were talking about the two front tires only. Since they put this machine together, I dont feel like I should have to pay anything for new tires. The Go-Cart was driven, mainly in the street. We do not do any rock climbing or off roading with it.

  Business Response

  Date: 08/04/2023

  We have the best warranty and after sales support of all sellers of Chinese made vehicle.  We have given thousands of hours of no obligation free tech support to thousands of customers over the last 20 years.  We test drive each vehicle before they leave our facility in VA.  One of the things that we check is alignment. Perhaps ************** missed this or perhaps ****** hit a rock and threw his alignment off.  In either case it does not matter.  We have a warranty policy where we have obligations and so does the customer.  The customer is suppose to use due diligence in utilizing a vehicle and take the actions that a reasonable person would take in maintaining their vehicle.  As soon as a reasonable person notices uneven wear in any tire he or she should take the necessary action to correct the problem. In this case this means calling our technicians and having them step ****** through a ten minute process to align the tire.  ****** did not do this.  Instead, he did the irresponsible thing.  He saw that the tire was wearing uneven and he kept driving the vehicle until the tire was bald. Thus ****** did not live up to his contractual obligation with BDX. We offered to give him a discount on a new tire that would cover his loss of rubber on the tire between the time he received the vehicle until he noticed the misalignment.  As customer he is responsible for continuing to ride a vehicle with a known problem.. What if ****** saw a bad oil leak in his new car and he kept driving the car until the car ran out of oil and then wanted the car company to pay for a new engine.  ****** has a responsibility, as an adult who owns the vehicle, which is to do the adult thing and not continue to drive a vehicle with a known problem.
  
  Also ****** said he is driving on paved roads and not off road. These are off road vehicles.  So there may be no alignment problem.  Hard pavement will ware down off road tires much faster that off road driving and the pace will depend how aggressive the driving is.  We dont know how ****** was driving but if someone is driving an off road vehicle on a paved road,as if he were driving off-road this will definitely contribute to immature wear.  So the tires could be in alignment and this could be ******'s driving habits.  In either case ****** has a responsibility to change something if he is experiencing premature ware and not just to continue doing the same thing and expecting a different result.