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:03/31/2025

  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 contacted the company in December to order a go-kart for my son's birthday. They brought the go-kart on January 2nd and the salesman wasn't able to start it but I was in a hurry for my son's birthday party and I had to leave. That weekend we tried for about an hour to get it started before we figured out it had a dead battery after jumping it and getting it started my son wrote it for about 15 to 20 minutes before it started smelling like it was burning. My husband told my son to get off of it and was going to take it back up the hill and back to our garage it lost all power going in forward we had to take it up the incline going in reverse when he checked the oil in it the dipstick had melted where it had gotten so hot I contacted the salesman he told me that they have temporary oil in them that have to change the oil which I did and the oil we took out of it was solid black he came and got it on Wednesday January 8th and we have not seen it since I have had zero contact and zero communication from the company since they have received it I have called multiple times and him be giving the runaround my son is almost in tears daily wanting his go-kart back it took them 2 months to get it to the office in Beckley from the Cross Lanes office where they do the repairs when I spoke to the gentleman in the Beckley office he said that he was surprised they sold that one because they had had multiple problems with it then he realized really quickly that he should not have said that at this point I would just like a refund of my money back so I can buy another go-kart from a more reputable dealer when I first bought the go-kart I put $800 down with my debit card and I financed the rest of it they told me when they came to bring it I would need to sign paperwork I still have not signed any paperwork I paid extra money for an extra warranty for the go-kart and I've asked multiple times for my warranty information and I have not received that either Please help me thank you!

• Initial Complaint

  Date:12/02/2024

  Type:Sales and Advertising 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.

  Purchase of this product on December 7 2023. Have contacted the establishment several times about a title and registration, and license. For the past year. It is illegal to sell a vehicle without a title. I was charged DMV fees,title fees, and state taxes. The company has lied to me and the bank where financed. I have paid these fees and I want what I paid for or them to refund all monies I have paid Thank you

• Initial Complaint

  Date:06/13/2023

  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.

  Took a 2004 Yamaha Grizzly to MPS in Cross Lanes on May 24th for a simple carb issue and to replace a right rear axle. One week went by and i didnt hear anything so i called and was told a jet kit for the carb and an axle for the rear was ordered and the axle would be in on Saturday. Called the following week on Tuesday and was told it would be completed by Thursday or Friday. Called on Thursday and was now told the axle hadnt came in and they didnt know what had happened. Again, this is two days after speaking with them. So at this point i am very aggravated with being lied to so i asked if the carb had been repaired and they stated it had. So, i asked for current charges without the axle being repaired. I was told the 4 wheelers rear hub was off and they would have to charge me to put back together to pick up. I was given two amounts over the phone and ended up being over a hundred dollars more when i went to pick the 4 wheeler up half "repaired". I have a strong feeling the 4 wheeler was never even looked at as it has the same EXACT same carburetor symptoms it had going in. I did not have a chance to test it as i showed up right before 5 as they were closing. I am NOT happy and feel i was rooked for over 500 dollars and nothing has been repaired. I also asked for the old jets from the repair and was given the runaround, no old parts = no repair. Upon paying the 500 some dollars i was given a generic receipt not an itemized bill showing parts and labor. My fault, for trying to be nice and not demanding it at 4:50 on a Friday afternoon. I would like a refund for no work performed and over two weeks without my machine.;

  Customer Answer

  Date: 07/06/2023

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  At this time, I have not been contacted by Massey Powersports regarding complaint ID ********.
  
  
  
  Regards,
  
  
  
  Michael *****

• Initial Complaint

  Date:04/24/2023

  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.

  We purchased a brand new 2022 Hisan Sector 750 Side by side on 2/7/23 at Massey Powersports for $13,286.00. Due to work and church services we were unable to take it out for aproximately 3 days. On our first ride it acted a little sluggish and tried to cut out while going up hill. Unfortunately my husband and I got covid about 4 days apart and were unable to go out of the house for about 10 days. After that my husband took it out to ride and it did the same thing again only this time it stopped running altogether and would not start after that. He had to have someone come and get him and the SXS. He took it to Massey where they kept it in the shop for more than 3 weeks, (from 2/28 to 3/23) then they called and said it was fixed. We took it out 2 days later to ride and it did the same thing as before. It was a weekend so we waited until monday morning and called them about the issues. We told them we weren't happy with the machine and the issues surrounding it and that we wanted to return it and get our money back, which they replied that they didn't give refunds. So we took it back to them the same day, 3-27-23 and it is currently still in the shop. They have told us that they have 4 mechanics at the shop. We were told both times that there were jobs ahead of us which is understandable but they don't seem to be in any hurry to get them repaired. My husband bought this because he is an avid turkey hunter and wanted to use it for this season, yet it has been in the shop for basically 8 weeks out of the 10 weeks we have owned it. They have reminded us in talking over this issue, that we have a 2 year warranty, but if they can't fix the issue and aren't in any hurry to do so then what good is that if we can't use the SXS. We are also aware that Massey Powersports is having legal issues and should the bussiness be shut down we will be stuck with a unusable machine that we paid for. We paid for a brand new SxS, not a used one and we expected to have better quality with this machine than what we have received.

  Business Response

  Date: 05/16/2023

  THIS IS A DISTURBING COMPLAINT ON MANY LEVELS AS THE CUSTOMER MAKES SEVERAL INCORRECT ASSERTIONS. THEY QUESTION THE QUALITY OF A BRAND NEW MACHINE THEY JUST PURCHASED, WHEN IN REALITY THE "PROBLEM" THEY ENCOUNTERED HAD NOTHING TO DO WITH THE MACHINE. THE "PROBLEM" THEY WERE HAVING WITH THE MACHINE WAS A CLOGGED FUEL INJECTOR, AND A NEW ONE HAD TO BE ORDERED. THE INJECTOR GETTING CLOGGED WAS DUE TO DEBRIS IN THE GAS WHICH WAS PURCHASED ELSEWHERE, NOT A MECHANICAL ERROR. THE ISSUE IS BEING HANDLED UNDER WARRANTY, SO THE CUSTOMER IS NOT BEING CHARGED FOR IT. RATHER THAN BEING THANKFUL FOR OUR ASSISTANCE THEY WRITE A COMPLAINT TO THE BETTER BUSINESS BUREAU WITHOUT EVER INQUIRING AS TO WHAT HAD HAPPENED WITH THE MACHINE.  IT IS UNFORYUNATE THAT THEY DID SO, BUT WE WILL REGARDLESS CONTINUE TO PROVIDE THEM HIGH LEVELS OF SERVICE AS WE DO FOR OUR OTHER CUSTOMERS, REGARDLESS OF THEIR POOR CHOICE IN MAKING THIS COMPLAINT. 

• Initial Complaint

  Date:02/28/2023

  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.

  The date of this dispute is from January 19th 2023 to now. I have paid the amount of $1,750 to the business.The Business committed to provide me a 125 cc coolster dirt bike Red on layaway with no paperwork or contract stating no refunds on layaway's. I am seeking a refund on the $1,750 that i have paid towards the coolster. When contacting the business i was told to call back in 30 minutes when the owner would be around. After calling back the owner stated that their is paperwork stating their is no refunds on layaway's that wasn't provided to me and i didn't sign them. After the call my number was blocked so i could no longer reach the business. So in attempt of trying to resolve this issue i have a friend call to see why they are doing this. The friend reached out to me after stating he was cussed out by the owner Paul M***** and that the owner was extremely rude. So i reached out to my father to see if he could call and arrange a refund. Again the owner Paul M***** was extremely rude with him cussed him out also saying that"if your son cant read signs then he shouldn't be buying a dirt bike". The signs of no refunds was not up until today February 27th 2023. Now all of our number have been blocked. I went up their Today February 27th 2023 to get paperwork of the layaway and was denied service. The business has not tried resolving this issue.

  Business Response

  Date: 04/03/2023

  Hello:
  
  This complaint was resolved a few weeks ago as the customer came in and finished out his layaway by purchasing a machine. 
  
  Thanks,
  
  Paul
  Massey Powersports

• Initial Complaint

  Date:09/20/2022

  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.

  We bought a 4wheeler from Massey Powersports the beginning of summer. The 4wheeler we bought had issues so we took it back to be worked on. They couldn’t get it fixed so they switched it out for a different one. Problem is when the title came it is for the 4wheeler they kept. I’ve tried to call and get this fixed since June 29th. Still have not gotten a new title with the correct vin. *** said they haven’t had any requests to get the title for this new 4wheeler. Massey keeps telling me they are working on it but nothing is being done.

  Business Response

  Date: 10/02/2022

  This matter had already been handled when this complaint was filed as we had sent for the customer’s corrected title. They should receive the new title any day if they have not already.