Complaints

• Initial Complaint

  01/20/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Horrible business. Bought a lift kit for a Renegade. Instructions say live chat representatives available for installation help. All my emails were completely ignored. So I put the kit up for sale and going to a different business. Very unprofessional.

  Business response

  02/05/2025

  At SuperATV we pride ourselves in the service that we provide our customers. We were temporarily experiencing issues with our chat system and unable to communicate with customers through that channel. We checked our records with the e-mail and phone number provided on this complaint and were unable to find any interactions related to those. We deeply apologize for any inconvenience this may have caused and hope we can work together in the future. If you are still in possession of your kit, we can schedule a virtual call to help with installation. We appreciate your understanding!

• Initial Complaint

  01/02/2025

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered u joints under the correct part number. The u joints didn’t fit so I called superATV and they tried to blame me for ordering the wrong ones. After I proved I did in fact order the right part they then wanted all sorts of information. They will not refund me and want to charge a restocking fee for something that was their fault. I have been a mechanic for 10 years and have installed many u joints. These just do not fit.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was shopping for tires on my sxs and decided to go with what looks like on their website a tire and wheel package, I even picked a color and size rim, but once I purchased, something told me to view it again a few hours after the purchase. I did not see rims on the receipt. I called customer service and he said he would call me back in 15 minutes and cancel the order. I NEVER GOT A CALL. The next day I HAD TO CALL and ask about the order, by then it had been shipped. I asked what to do because I don't want just tires, especially at the outrageous price. They said don't take the tape off or anything and they may ask for pictures and apron that they will take them back at full refund. After receiving the tires and calling I was then informed of their crazy 25% restock fee and I HAD TO SHIP them back. I should have never received these tires in the first place if they canceled the order right after I ordered them. The website is deceiving and now I am stuck with a loss on tires I canceled.

  Business response

  05/17/2024

  In reviewing the interactions and time stamps for the orders, the customer placed the order in the afternoon hours. He reached out to cancel the order a few hours later. To provide this fastest shipping times, our orders are most often picked and put on a truck within 30 minutes of an order being placed. This order was picked and shipped out shortly after the order was placed, making us unable to cancel it. However, based on our call logs, the rep did try to reach back out to the customer to notify him he was unable to get the order canceled. We did offer to waive the restocking fee on the tires once we received them back. The customer would be responsible for the return shipping to our facility or is more than welcome to drop them off to our facility located in Madison, IN. 

   

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased a SATV pin locking front differential from SATV experienced the same failure with internal bolts backing out and breaking. Went through warranty the first few times cause it was only their product that was damaged. Asked for reasoning and resolutions for issues with no answers.. This last time same issue resulted in complete failure of my front differential, totally ruined. When I reached out to SATV, they washed their hands of the issue since their product was just out of warranty, even tho I had documented emails of the prior 2 situations.

  Business response

  04/04/2024

  In reviewing the customer's interactions and accounts with our team, we have found that he was sent a completely new part on 3-20-2024. 

  If there are any further things since the customer has received that new product, we have not heard from the customer regarding that. 

  We would be more than happy to assist in resolving any further matters the customer may have. 

  Customer response

  04/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  The part they sent was the part that continued to malfunction and was the reason for the destruction of the front differential.. I was not happy with their decision to resend the pin locker, but i was told that was their only option to attempt to right the wrong. 
  Sincerely,
  
  ***** *****

• Initial Complaint

  12/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a winch and winch mount from super atv. I ended up needing to sell my atv for unforseen circumstances. It was right after I purchased the winch. The order had already been shipped so I couldn't cancel. I've bought quite a few parts over the years from Super Atv and I've never had to return something before. I had no idea about their outrageous restocking fee as well as having to pay for return shipping. The items I have are brand new never opened and they are telling me it should be a 25% restocking fee and that I would need to pay shipping which will cost me over $100. I totally understand having to pay shipping so it doesn't cost them money but 25% to pick up the boxes and put them back into inventory that is ridiculous. I will never be shopping here ever again. They won't even tell me how much I will be receiving back. It is up to them to decide if they want to charge me even more than 25%. Very disappointed in my experience with them. Called 2 times to see if they could help me out at all and they said no. I guess they don't need future business or want to keep customers.

  Business response

  12/20/2023

  Thank you for reaching out to us! Our goal isn't to deter customers from shopping with us in the future, our goal has always and will continue to be to WOW our customers. In looking at other businesses that align with us, we have found that most do charge a restocking fee for parts that are returned for any reason. With that being said, we did make note that if the product comes back in new/stockable condition, we will refund you in full for your purchase. Please let us know if there is anything further we can assist you with. Have a wonderful holiday season. 

  Customer response

  12/20/2023

  
  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'm not sure if Super Atv needs an order number or anything to know it is me but the return number they gave me before is *** * ****** 
  

  I will be sending it today or tomorrow. Thank you for the help. 

  Sincerely,
  
  ***** ***** 

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• Initial Complaint

  10/11/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered a flip up windshield on 10-6-23. I paid for overnight shipping but didn’t receive it until 10-9-23. Upon installation I discovered the split in the windshield was to low and blocked my vision. Also, the locking mechanism prohibited operation of the glove compartment. The product isn’t safe or functional. I spoke with a very rude customer service rep on 10-10-23 twice. She Refused to give me any return/refund information. I ask 5 times to speak with a manager. The customer service representative refused 5 times. Over the years, I’ve purchased and installed over 20 flip up windshields without any issues. I still need a flip up windshield. Super ATV won’t exchange or return the product.

• Initial Complaint

  06/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Ordered upper windows September 11, 2022 for a gift. We put them on the machine in December. After 3 uses from December to February the stitching came out of one of the windows. These windows are very hard to zipper up as well. I supplied the order information and an email was sent in April with no response. So we emailed again in June. Sent pictures, etc. we asked that we be refunded or better yet, store credit instead of new windows because they are completely junk. They refused and are sending new windows that we will not put back on the machine. Total waste of $450. Will never order anything from them again.

• Initial Complaint

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently purchased axles for my UTV from this company. My original axles had broken, and these were promised via their website to be “stronger than original, but not so strong they would break anything else”. Well my first time out, the axle broke, but upon doing so it broke in a way that has made it impossible to remove the axle. Thus I’ve spent money and man hours trying to remove this axle. Even a transmission shop was unable to do so. So now I’m looking at replacing my entire front differential because the said “strong axle” broke and cannot be removed without breaking something else. Granted the “differential” wasn’t theirs, but because of the way their axle broke and seized, I’m forced to spend $1500 or more on a replacement differential. I understand their policy in only replacing their parts, but it is my belief, as well as backed by many shops, that the failure of this part has created more costly problems for me then just replacing the broken part. This I feel they should be inclined to help remedy the problem.

  Business response

  03/02/2023

  At SuperATV we strive to provide the best experience to our customers. We have reviewed the customers complaint and the information provided about what incident. In reviewing that, we were able to see that this was the result of a the axle not being fully seated into the differential. Although the cause of the break was not due to a manufacturing issue, we have decided to issues the customer a full refund as he was dissatisfied with the product. We appreciate the customer taking the time to work with us in finding a resolution. 

  Business response

  03/08/2023

  We certainly understand your side of things and apologize for any inconvenience. This break has the potential of happening when the axle isn't fully seated which in turn causes the end to shear off. We have issued a full refund for the dissatisfaction of the product purchased.  Thank you for your time in working with us. 

  Customer response

  03/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is never going to be satisfied in my favor  but I’m over this back and forth. Thank you for what you do 

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

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7/1/2022 I purchased (2) axles from Super ATV for a total of $508.69. This purchase was after confirming availability of the correct parts to fit my specific model of Yamaha ATV. On approximately 2/16/2023 I learned that the fitment data Super ATV used to confirm my part fitment was incorrect and I was sent parts for a different ATV model. I reached out to Super ATV who confirmed on 2/20/2023 that the fitment data was an issue with Yamaha (the ATV manufacturer) and as such will not be issuing a refund for the parts sold, which are unusable. Super ATV has recently (exact date unknown) pulled my specific model off their fitment list.

  Business response

  03/02/2023

  SuperATV always strives to make sure that every customer has a great experience with our company and our products. This issue had been brought to upper management's attention and the customer was issued a full refund on 2-25-23. We hope that in allowing us to work toward this resolution that we can continue to do business together in the future. 

  Customer response

  03/02/2023

   
  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.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  10/07/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Ordered a power steering kit from their website that was listed as "Kawasaki Mule Power Steering Kit" and hit the convenient "Add to Cart" button, checked out and paid, no other info so assumed it would fit my ATV. There is no indication on the listing or the cart that a user would need to dig deeper to find a specific model fit. Got it, tried to install, and didn't fit. Called them to return and they said well you have to do the search, then go into the details, then click the tab for fitment and read the fine print there to see if it will fit your "specific" Mule. In order to return they'll take a minimum of 25% restocking Fee, this was stated in an Email from them as well as talking to 2 separate individuals on the phone. The website states a minimum of 20%, but these 2 individuals said internally the minimum is 25% PLUS there are going to be additional charges that they can't provide me until I ship it back at my own cost and they get it. So after returning it who knows how much I would actually get back, they say I'll find out. Or I can just sell it somewhere else. There website is misleading, which I'm OK with having to return a product because it doesn't fit. But the 25% restocking fee is excessive on it's own, and the cherry on top is they're going to take an undisclosed amount on top of that - and they can't/won't tell me how much that'll be....I'll just find out.

*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. ↩