Complaints

• Initial Complaint

  10/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased two 2021 SSRs 70ccs for my boys for Christmas in 2021, also purchased extra warranties. Within 5 months the engine blew on one. Took it in for service in June 2022, got the run around from service writers for months - because they were not properly trained and had absolutely no clue what they were doing or talking about. Originally Bill (who is no longer with the company), within a month of dropping it off advised that warranty was good and approved, parts were ordered. Fast forward another month new service writer said sorry we need proof of service work, warranty was not accepted. Another 2-3 weeks later - we gave warranty the wrong serial # so it was denied, we are sending again. Escalated to a supervisor named JR - we are waiting on parts, etc, finally was told Sept 23rd parts are in and they would begin work the following Tuesday. Here we are an entire month later and still NO CALL & NO FIXED BIKE. We have done lots of business with this company and will now gladly take my business else where. They have completely went down hill. Horrible customer service and lack of business ethics. At this point give me my money back or have my bike fixed this week.

  Business response

  11/09/2022

  Business Response /* (1000, 5, 2022/11/02) */ The service manager at the dealership was able to get in contact with the customer and get the concerns resolved at no expense to the customer. Everything should be resolved and we appreciate her choosing Velocity Powersports for her service needs.

• Initial Complaint

  05/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good afternoon, I purchased 2 hammerhead 150 go carts from Velocity power sports in November 2021, as well as a mini cart. I spent 12,000$ ( 1200$ for 2 extended warranties ) . Since day one of them dropping them off, I've had nothing but problems! They have been in the shop 3x atleast. The last time they were dropped off was January 15th and the other one was dropped off on January 17. I just got them back last week! One hammerhead was sitting there for almost 5 months and the receipt shows that all they did was run a diagnostic. They were supposed to fix the broken seat belts as well as a cracked fender. But sent it back without any work done. The other one they ended up replacing the brakes as well as the parking brake. But when we picked them up...the parking brake was still broken. I picked them up a few days ago.. and we are already having issues with one of them. It's bogging out, making a squealing sound and just not running good at all. One headlight is out. The roll cage had a screw just randomly fall out of it..the mud flap was hanging off with only one screw in it. They ended up charging me 700$ even though I have a warranty. I was told that the manufacturer warranty ran out but that the 2 year riders advantage warranty still has not kicked in yet. And they have no idea when my warranty will go into affect. I argued with them and they took the labor charged off, but charged me for the parts. I paid a total of 400$. I have emailed them asking for receipts of all the work done on each unit since November. They only emailed me the last receipt. I have called several times this week and I cannot get through to any of the managers. I need this to be resolved. I spent 12,000$ and my kids have had these units for maybe a total of 3 weeks all together. This has to be resolved. Thank you

  Business response

  06/02/2022

  Business Response /* (1000, 5, 2022/05/12) */ Contact Name and Title: ***** K****** G.M. Contact Phone: ********** Contact Email: ******@velocitypowersports.net ****** ******* purchased two Hammerhead Go-Karts on 10/25/2021. On 11/13/2021, she brought one to us with a faulty Speedometer and Headlight. The parts were ordered, and immediately installed when they arrived. The repairs were completed 12/22/2021, and were covered under the Warranty due to being a manufacture defect. She returned in January with additional issues. A cracked Fender, brake issues, Fuel choke issues, and bogging down. The concerns were determined to be user error or neglect by both the Factory Warranty Company, and the extended warranty company. The original Extended Warranty was purchased thru ****** *********, who since transferred coverage to another company called *******. We reached out to ******* as well, who also declined the coverage since it was not a defect from the manufacture. ****** purchased an Extended Warranty for each of her two Go-Karts. She stated she contacted the warranty company via online and they had no record, and on 5/5/2022, she asked us to email her all the information on the warranties. Both of those active contracts were emailed to her 5/5/2022 @ 12:56pm. The warranty is an extension of factory coverage, which is meant to make the owner of the machine whole due to factory defects. It does not cover neglect, or unintentional damage due to riding. It is not set up as insurance, strictly a warranty extension. To assist her, we reduced the prices of the parts, and absorbed the majority of the technicians labor time to reduce was actually owed from nearly $1200, to $402.12. If ****** does not see value in what the warranty can provide, she is able to cancel it and receive back a prorated value from the warranty company. If she is still experiencing issues with any of the repairs we recently worked on, we definitely will assist in correcting the issue. Consumer Response /* (3000, 7, 2022/05/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) This information is not exactly accurate. I may have purchased them October 25th but they took almost 2 weeks assembling them and delivered them on November 6th or 7th... Hammerhead( vin#****) was ridden one time and broke down. I called and told them. I had to wait for one of their drivers to come get it since I don't own a trailer. It was picked back up on November 13th. I was told that the speedometer was not assembled correctly and that water got into it causing the headlights to fail and the hammerhead to shut off. They may have finished the work December 22nd. But I was told that they could not deliver it back to me because their driver quit. So I had to ask around to borrow a trailer to pick it up. Even though I was told that they would deliver it. That said, we picked it up on January 17th 2022...only to get it off the trailer and it stopped working halfway up my driveway. So my husband loaded it back up and brought it back to them. We just picked it up on may 17th...and are having the same issues. This hammerhead was only ridden ONE time! If you ask to see the receipts it will clearly show that it has been at the shop since November minus the 2 hours in January when we picked it up and then brought it straight back to them. I also was charged a diagnostic fee...which I can't understand why, when I only had it for one day before callig them and telling them it was broken. This is clearly a lemon. The other unit was driven here and there ( on weekends) for a total of 2 months! And it needed new brakes, a Mud-gaurd, parking brake...and the auto choke needed to be replaced because it wouldn't shut off. That is not by any means " normal" wear and tear. As far as the warranty goes...Paul that sold me the gocarts told me that the warranty is great if kids are going to be riding it because " kids are rough with things" ( his words). So I was under the impression that it was worth putting out another 1200$ to protect them. I should have read the fine print, I guess seeing me with one year old twins , a 5 year old and an 11 year old, they knew I wouldn't be able to at the time. Reguardless...I have them long enough for any of these issues to be a normal wear... And how does a mud flap have dry rot after 2 months and the vehicles were kept in my barn? Aren't these supposed to be able to get wet? Go through mud? Etc? Business Response /* (4000, 9, 2022/05/16) */ The current issues were determined by both the OEM and aftermarket warranty company to not be defects of the manufacture. Since the second repair was not an issue covered by warranty, we did reduce the price to assist the consumer. The extended warranty coverage can be canceled, and a pro-rated reimbursement issued should the consumer choose to cancel the warranty. We would be happy to assist her if that is the direction she would like to go. The damage caused by the user is not a warranty issue, nor is the warranty an insurance to cover it. Warranty also does not cover wear items. If the consumer chooses to cancel the extended coverage to receive the prorated reimbursement, she can stop in and see the finance department to sign the form for cancellation. Once we have that, we will file it for her. Consumer Response /* (4200, 11, 2022/05/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response keeps stating that it was caused by the " consumer". How were the issues caused by me If I only had it for 1 day?! Like I stated before, it was purchased on Oct 22nd...delivered November 7th. I called November 8th because it immediately broke down. It was picked up November 13th. We picked it back up January 17th. Got it back to thr house and it broke down half way up the driveway. We brought it back within 2 hours of picking it up. We just got it back 2nd week of May and it is having the same issues. How is this a consumer problem? And what does this have to do with the warranty? It has never worked since I purchased it!! Look at the receipts...the time frame of when it was in my care and how long it has been sitting at velocity! Business Response /* (4000, 13, 2022/05/20) */ The issues and concerns that she had with the Go-Kart were different the two times she dropped them off. The first concerns she had after initial purchase were covered under the warranty of the manufacture. The second time she brought them in, there were issues with wear items, and damage from use, such as the fender breaking. Warranty will not cover wear items or neglect, so both the OEM and aftermarket declined the coverage when they reviewed the Repair. We did discount the repair significantly to assist with the over all out of pocket expense. If the mechanical issue that it was brought in here, is still occurring, we will definitely assist with making the repair that she paid for correct. In regards to the warranty, We encourage her to stop in and sit with the finance manager who can go over the coverage again with her, and she can choose if she would like to keep it, or cancel it for a prorated refund from the warranty company

*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. ↩