Complaints

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Orion e16X Gen 1 - 16" Wheels 350W 36V Electric Balance Bike Bought this bike for my son before Christmas. Didnt work out of the box. They wouldnt take the bike back. After lots of back and forth, talking to techs, sending pictures, and filling out a form on their website and requesting to return the bike over and over; I got a replacement throttle in March. I never asked for a part, i want them to take the bike back. I am very displeased with the product and service I have been provided. I replaced the throttle and the bike runs, but the throttle does not function properly, they might as well have just used a button that says GO. An electric throttle functions as a potentiometer, which has incremental power distribution, but instead 95% of the throttle movement has zero input to change your speed and is dangerous for a young child much less an adult. (For thought: think if a tesla would only accelerate at full throttle when the gas pedal was pressed)21 march 2024- Now there is a service bulletin from orion: The extended screws situated at the front and top of the battery cover *** exert pressure on the underside of the battery, leading to short circuits or punctures over time. We advise against operating the bike until this matter is rectified.I have not received the replacement parts! And i dont want my kid riding a bike that has a lithium battery that could get punctured. This is extremely dangerous. * documents attached ****** communications were made via voice calls ( cell phone bills can be provided upon request ) and orion powersports website ( i do not have access to them however )Let me know if there is anything other way I can assist. Thank you for your time and consideration in this matter. -********************* Cell: ************

  Business response

  04/22/2024

  We sent this customer a replacement throttle back in January 2024.If he thinks his replacement throttle is somehow faulty, he can send it to us and let us test it. This is the first we have heard about it.
  On the replacement screws, these were shipped to him. Also, there is no danger with the battery because he does not have a lithium battery in the bike. It is a Lifepo4 battery and they do not pose the dangers that a lithium battery pose.

  Again, if he would like to send us his throttle handle, we will gladly take a look at it.

• Initial Complaint

  08/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My 17 year old son purchased a throttle cable online from Orion Powersports in ********** ** and and they sent him the wrong cable (it's 12" too short) and they are refusing to refund his purchase. They sent him the wrong part. As you can see, the bike is an Apollo DB36, which is what they claim they sent but it is not the correct part. They are telling him it's too bad and they are not refunding him.Order status changed Hi ***** ,An order you recently placed on our website has had its status changed.The status of your order #****** has changed to Shipped / Completed.Order details Order total::$39.99 USD Date placed::6th Aug 2023 Payment method::Encrypted Secure Credit Card Products shipped Cart ItemsSKUQty Throttle Cable for Apollo DB36 Dirt/DOT Bikes

  Business response

  09/11/2023

  We have refunded this customer last week. 

  Customer response

  09/11/2023

  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 have emailed the BBB several times to cancel this complaint because the company did refund me.
  
  Regards,
  
  *******************

• Initial Complaint

  03/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an *** online on Jan 11th 2023. The *** was delivered via freight truck on Feb 16th 2023. As we were assembling the small parts onto the *** we noticed that one of the reflectors was cracked. I immediately sent an email of the damage and pictures to Orion that same day (Feb 16th 2023). They emailed me back that they would check with Apollo if they had any reflectors. I waited a month with no response from Orion and sent a follow-up email on March 20th. They replied that ****** does not have any reflectors. Orion claims on their website that are "providing superior customer service". I don't feel like I have been treated superiorly by Orion. Very disappointed in the lack of follow-up to my problem and their ultimate response and lack of ability to solve the problem.

  Business response

  03/23/2023

  We apologize for not returning the email. We had a technical issue with our email and must have missed it.

  On the reflector, we shipped a replacement one out today.

• Initial Complaint

  03/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On September 23, 2022 we purchased a 2022 RPS Hawk 250cc motorcycle from Orion Powersports, Order# ****** for $1649.00 plus $59.00 delivery fee. When we took the *** to the Virginia DMV for title and registration, the clerk told us that this could not be done because the *** said dirt bike and not motorcycle. They provided me with a Converted Off-/road Motorcycle Certification (VSA 130) for the dealer to fill out and sign. It simply asks for the manufacturer/builder to complete the form verifying the motorcycle has multiple items to ck including brake light switch (front/rear), tag light, tires DOT approved, horn, speedometer, DOT approved headlight that functions correctly, DOT approved tail light, kickstand, side mirrors, turn signals. There are other things listed, but are the owner such as safety by VA DMV.Those are the only thing that the assembler is to attest to, the things they put on the motorcycle. We sent the inormation certified to Orion Powersports. My wife spoke to a *************** and ***** at Orion and they said they could not fill it out and that they would be breaking the law if they did. They assembled the parts on the motorcycle so they must know what they are. They did not want to return the form to us because they were afraid I would forge the document. As the bike was and still advertised as a street legal dual sport but will not do what is necessary to register/title for us. I now have a $1649.00 motorcycle that I cannot make street legal. I have seen some of the other complaints against them and their responses, so I am sending mine. If they are not able to assist in title/reg they should not be allowed to market them as such.

  Business response

  03/13/2023

  We DO NOT and HAVE NEVER advertised this bike as street legal. That is not true at all. Street legal depends on where you live. We clearly state in our description and in our terms and conditions, which you signed saying you read,  that you need to check your local DMV for street legal use. The form you sent was asking us to sign off on the bike being DOT legal and it is not and we do not advertise it as such. You asked us to lie on the form and just say that it was. That is illegal and we cannot do that.

  Customer response

  03/24/2023

  Complaint: 19582805
  
  I am rejecting this response because:

  No the complaint was not resolved. They sent the form back with Void written all over it. We still have not received a license from VA DMV. I need you to not let this business prevent us from licensing the duel street bike we bought from them. They should be willing to assist customers but if they printed the correct information on the certificate instead of just putting dirt bike we would not have had a problem. The certificate should go have said duel sport bike. It is a shame there isn't much customer service these days.
  
  Regards,
  
  ***** Means

  Business response

  03/27/2023

  As we mentioned to this customer on the phone and in email. She can get the information she needs but not from **. She needs to call the manufacturer which we have supplied the phone number to her.

  Customer response

  03/30/2023

  Complaint: 19582805
  
  I am rejecting this response because:

  
  I went round & round with them to correct the certificate & sign a form that was certified to them as the builder because manufacturer is in *****. I asked how to get a hold of them but they sold the bike & put it together so it was their responsibility to fix their problems so we could license the duel sport bike. I explained what was needed a couple of times to give to VA DMV. They just needed to sign the form sent to them by me for our DMV office. They sell the bikes, take the money, & they don't provide any customer service after. They made our lives very hard.
  
  
  Regards,
  
  ***** Means

• Initial Complaint

  03/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  bought a Thunderbird mini jeep from orion powersports for $2260.00. It was delivered with a cracked steering block and a cracked windshield. This was on the order form " SKUQty ******************** 125cc Mini Jeep Sport - Free Shipping, Fully Assembled, Tested". Been waiting 3 months for the warranty parts replacement. The broken parts were discovered the next day after delivery upon unpacking ; pictures were taken and sent to orion. There was no possibility the broken parts were done in shipping due to where the issues were. Orion is now trying to sluff off the problem on shipping like every fly by night company tries because they want to weasel out of the responsibility.

  Business response

  03/06/2023

  We know this damaged happen in shipping because we physically assembled/tested the unit and placed it on a pallet for shipping. All units go thru a 2 person inspection and his unit was perfect when it left our facility.

  Ironically, this customer has tried to make this something other than shipping because he knows that he did to follow the directions he agreed to in writing with his signature. Those directions are to fully inspect the unit at time of delivery. We show that he took delivery and did not notate any damage whatsoever. We make it very clear that if you do not do this inspection and sign off that it was damaged, that we cannot file a claim.

  If the unit was in as bad a shape as he says and was this way before he received it, why would he at least not cover himself by notating the damage when it arrived? How would he know if the shipping company did it or not, just that it was damaged when it arrive. This should have easily merited him signing off that it was damaged when it arrived. And again, he did not notate any damage to the unit.

  If he did not sign for it as damaged when it arrived, that means either he did not inspect it like he agreed to do or he caused the damage after he received it. Either way, it would be his responsibility.

  Customer response

  03/06/2023

  Complaint: 19533045
  
  I am rejecting this response because: They know darn well that the unit is totally sealed in black plastic and then surrounded by a wood crate. There is no way in h*** that this damage was visable on delivery. The cracked steering block was done at the factory by someone who over tightened one side ; cracked it and left it. Had this been checked by orion like they said they would have seen it but they are seriously blowing smoke here trying to do the blame game. The windshield was also cracked by over tightening down at the very bottom in the lower corner nowhere near the shipping container. Again the blame game trying to weasel out of their responsibility. They were sent pictures the day after delivery during disassembly of the packing container. Maybe most of their customers are incompetent in mechanics and construction but some actually know a scam when they see it and they are trying to ***** off their responsibilty blaming others instead of doing the right thing and honoring their defect in material and workmanship. Incredible lousy customer service with the blame game.
  
  Regards,
  
  *****************************

  Business response

  03/07/2023

  We have shipped 100s of these units. The damage that he explains is 100% constant with a drop of the merchandise by the shipper. He can continue to lob insults at us and tell us about how great he is but we have real life experience. Because he did not sign for the unit as damaged we cannot file a claim on his behalf. He is still free to call the shipping company and try to pursue a claim directly. 

  Also, as a side note. This man has attempted to illegally harass our staff members online thru social media and other ways (cyber bully). He has also illegally attempted to defame our company(libel).  If this behavior continues we will be forced to pursue him thru the justice system and take further action. We never want to take this type of action but he has already crossed the line of legality and we will do whatever it takes to keep our staff safe.

  Customer response

  03/07/2023

  Complaint: 19533045
  
  I am rejecting this response because:
  
  Regards,
  
  *************************; I have done nothing illegal and will not give in to meaningless insults . Informing the public of poor customer support is the true meaning of social media. Its a shame they are trying the bullying attempt to not honor their obligation according to their own website. They say they have delivered hundreds of damaged items, well mine was one of them ; shipped by them without any examination at all thru sheer negligence. If they want to lawyer up on this jump on it and the whole world will know of their incredible poor customer service and how they have no responsibility for defective merchandise. This all could have been avoided with them just sending the parts instead of trying to palm it off on the shipper. Still waiting on the parts !!!!

  Business response

  03/21/2023

  This is a perfect example of the entitlement mentality. Everybody owes you something, everybody is wrong and there is no possible way the world is a different reality than their own. He has clearly made his mind up how exactly his unit was damaged but has yet to provide any facts to support this idea other than his own inept thoughts. Again, we have real life experience. We have actual real life examples of shippers damaging units. It happens less than 2% of the time but it does happen. His responsibility was to sign for the damaged freight but he neglected to do this. We made this very clear in our instructions to him that he signed and agreed too. We have even included his signed invoice with the text that shows he agreed to fully inspect the shipment and sign if damaged. Why was this not done? Why did he not even unwrap the unit in front of the driver? Why did he not make 100% sure there was no damage to the unit?

  Questions that are still unanswered.

  The bottom line is by neglecting his responsibility he has left us no options and no way to help him. If he had followed directions we could have easily filed a claim and sent him replacement parts for free. Now he will have to file a claim directly with the shipper.

  Customer response

  03/21/2023

  Complaint: 19533045
  
  I am rejecting this response because:
  
  Regards,
  
  *****************************

  again due to the way it was packaged there is no way any broken parts could have been noticed. This continual denial is going no where . They were supposed to inspect this machine before delivery and they didnt. Then try to blame the shipping company when they know very well that steering block could not have been damaged in shipment. Still trying to get out of replacing a $10 part. incredible lousy customer service. Their childish arguments are typical to shister companies who usually go out of business and reopen in another name. Still waiting for the $10 part !

• Initial Complaint

  07/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a New enduro bike from them, I set the bike up as they recommended, first ride the transmission on the bike failed first gear was bad this was diagnosed by a local shop,This was not even 48 hours after it was delivered, contacted company had a tech call me several times asked about the warranty and the guy over the phone said most likely they will have you send us the engine and will take care of it the guys in the warranty department will reach out to and have you trouble shoot a few things, well I explained that the shop already did that, warranty department reached out to and tried trouble shooting and as soon as I mentioned a shop diagnosed it they didntwanna cover anything more that just the parts now the parts are 150 bucks but the labor is 500 its ridiculous I should have to put that much money into a brand new bike and now the company doesnt wanna anything and the owner claims I am an entitled brat and Im an idiot, btw this company has offered to cover,cover other warranty claims but refuses to help me out now

  Business response

  07/05/2022

  This complaint is really hard for us to understand because of the lack of grammar and simple periods at the end of sentences but we will try to respond in kind.

  We are not denying warranty help, we are simply asking him for more information. We offer a parts warranty on the product he purchased. This does not include any type of labor. He even signed his name to the contract saying he read and understood this. Therefore, we cannot disassemble the entire engine to find what is wrong with it. This would be his responsibility. This is not asking anything out of the ordinary, again, labor is not included in the warranty. If he can do this, we can move forward and possibly help him further.

  Customer response

  07/05/2022

  Complaint: 17508190
  
  I am rejecting this response because:
  
  Regards,
  
  **** Reames 

  Sold me a bike faulty out of the box, other customers have had the same issue and you offered to have them send the engine back also you wont respond to my messages or emails for the past week and a half, I now want a refund and Ill send you the bike back or Ill send you the engine and you take care of it especially after the way I was spoken to, called me an idiot and an entitled brat that is so disrespectful 

  Business response

  07/11/2022

  Every customer and every warranty situation is different. The customer he is referring to, did not send in hos engine to us. This customer has also done exactly what we have asked ************* to do and let us know what is wrong with his engine. Again, it is his responsibility to figure out which part has the issue and let us know. We are happy to help him if he can do this.

  Customer response

  07/13/2022

  Complaint: 17508190
  
  I am rejecting this response because:
  
  Regards,
  
  *********************

  i have already done everything you have asked, you keep giving me the run around and you belittle me call me an idiot and an entitled brat, how much more am I supposed to do? Just own up to the fact you dont wanna cover anything and here we are again and you always act like everyone else is in the wrong I dont think you as a company has ever once owned up to anything improper you have done, and the person you speak of has messages between both of you and several other customers do and you asked them to send the engine in 

  Business response

  07/18/2022

  this customer has not provided anything to us to indicate the product even has an issue. Please show some type of proof. Can you provide a picture of the broken part?

  Customer response

  07/19/2022

  Complaint: 17508190
  
  I am rejecting this response because:
  
  Regards,
  
  ********************* I sent you a video clear as day, you can hear something restyling around inside the engine and the engine locks up aint the video, I brought it to a shop to be diagnosed you just dont wanna hear it and continue to give me the run around 

• Initial Complaint

  05/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a new motorcycle from Orion Powersports and the engine is malfunctioning with only 100 miles on it. Orion is refusing to correct the problem even though the bike is still under warranty. They are asking that I the customer disassemble the engine and send it to them. They offered me a unreliable fix on the engine thats not recommended as a fix for this problem.

  Business response

  05/26/2022

  When the customer is honest, it really helps issues get resolved faster and easier. His statement could not be further form the truth.

  His engine is not malfunctioning. He stripped the head bolt out, which is not even covered under warranty. Even though its not a warranty issue, we still offered to repair (FOR FREE) the issue if he would just send the engine to us. We even offered to give him our discounted shipping price. All of this and he refused. He claims the fix is unreliable. Also could not be further from the truth. The method we are using has not only been proven in race applications for over 40 years, we have personally used this fix dozens of times. Again, this issue is not even covered under warranty. We were simply offering him our labor for free.

  After he refused the free fix and demanded we replace an entire engine over a stripped bolt, we explained to him we cannot replace an entire engine because of a stripped bolt. And that if he wanted to warranty the case that had the stripped thread, he could send the case into us and we could possibly replace it. Again, he refused this as well, saying it was too hard for him to do and again, demanded an entire new engine.

  We are not sure what to do at this point. We have offered 2 very viable solutions and he would not take either of them. 

  Customer response

  07/08/2022

  Complaint: 17245528
  
  I am rejecting this response because:

  I purchased a dual sport motorcycle from Orion earlier this year. The bike was listed as a demo bike that had been ridden for roughly five hours and Orion said was "in perfect condition short of a few scratches and mild wear from riding" I received the bike and rode it for ************************************************************************* the engine case (very crucial and literally holds the engine together) I contacted Orion about the problem and they were willing to address the stripped bolt on the engine. I was not willing to pay to ship the engine to ***** from ********* so instead brought the engine to a local mechanic shop for the repairs. Once the shop started the work they find that the engine had already been repaired for two stripped bolts. Orion did not disclose this information to me in the bikes description before or after the purchase. They had a bike that has two tripped bolts in the engine. They repaired them (poorly according to the mechanic) and then sold the bike to me as a demo bike that was "in perfect condition with slight wear from riding" The motorcycle was falsely represented when being sold to me. Now I have a lemon of a bike that will never be truly trust worth again. I have attached the pictures that the mechanic sent to me after they dismantled the engine. They will show repairs to the engine that had been done by Orion before selling me the motorcycle.

  Exchange
  
  Regards,
  
  ***************************

  Business response

  07/11/2022

  This is very suspect. He is saying the shop that is making the repair also found the same exact repair that he is claiming was there from the beginning? If the bike was not working because of the faulty engine parts he describes, how did it have 100 miles on it? We have no idea what happened but we know from our own research, its very possible it was the customers own doing. 

  As he stated, this was a demo bike sold as is, no warranty. ************ very clear. We also still agreed to fix it for FREE and the bike is not even under warranty. All he had to do was send us the engine and he refused to do this.

  Customer response

  07/12/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  No this is not my doing. Orion ran the bike as a demo bike the realized it had stripped threads in the engine case. They then repaired the bike and sold it as a "in perfect condition bike" They are so lying to cover their tracks. The first time the engine had been apart since I bought the bike was when the mechanic took it apart. He can verify this. He even called me when he took gave engine apart and said "hey you know this engine already has two helicoils in the case?" (Repairs done to the case threads) Orion sold me a motorcycle with engine repairs done to the engine that if they had told me about these repairs before my purchase I would have not bought the bike. No one would have bought the bike and they knew that so they failed to disclose this information to sell the bike.
  
  Regards,
  
  
  ***************************

  Business response

  07/18/2022

  Again, we have no idea what he is talking about. He is making accusations against us full knowing that he already damaged the bike. This is very disheartening and we refuse to accept this as well.

  Customer response

  07/18/2022

  Complaint: ********
  
  
  I am rejecting this response because: its really sad to see such a professional company responding to a customer problem in this way. I was buying a motorcycle from Orion out of confidence that they are a fair company and I see that is no longer true. I did not damage the engine in any form or fashion. I just rode the bike then It started to malfunction, but say that Orion did not have any knowledge of the repairs done the engine before selling me motorcycle. It does not change the fact that they told me a motorcycle with an engine that was not what they said it was. That in fact was under warranty when Orion is saying it is not. I have attached to this response messages exchanged between me and ***************************** of Orion. He talked multiple times about how the bike was under warranty. I am a returning customer and just wanted to ride my bike. That's it.
  
  
  Regards,
  
  
  ***************************

• Initial Complaint

  03/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Not shipping my order and not responding to my emails.

  Business response

  03/25/2022

  We have responded to his emails on March 24th. We have copied the entire email thread below. He needs to check his spam.

  Also, we have live chat on our website that he can contact us thru. His order takes 3-5 business days to prepare. He ordered multiple parts from multiple sources. We cover all of this in our terms and conditions in which he signed his name to saying he read.

   

  copy of email......................

   

  We ask for 3-5 business days to prepare orders, especially mulit part orders like yours. We are also closed on the weekends.
  You will get a tracking email as soon as it ships though.
  
  Thank you,
  Staff Orion Powersports
  
  See our FAQ for common questions & answers:
  https://www.orionpowersports.com/faq/
  
  From: Contact Form <***************************>
  Sent: Wednesday, March 23, 2022 2:28 PM
  To: *****************************************************
  Subject: ************************* submitted the form from your 'Contact us' page
  
  ************************* submitted the form from your 'Contact us' page
  A user has submitted the contact form on your store.
  Here are their details:
  Full Name: *********************
  Email Address: ***********************
  Phone Number: **********
  Order Number: ****** 138254
  How long does it take to ship an order that's been paid for if this is how you guy operate this is my last time ordering from this place.
  Orion Powersports/SM1
  https://www.orionpowersports.com/
  
  Orion Powersports/SM1 is powered by BigCommerce. Launch your own store for free with BigCommerce.

  Customer response

  03/28/2022

  Complaint: 16936261
  
  I am rejecting this response because:

  I went through all my emails and have not received any emails from them.  The only emails I have received were for my signature and order confirmation.  Nothing else.  Still have not received anything in regards to my order being shipped.  And after finally doing some research on reviews apparently I am not the only person this has happened to.  As well as statements being made, they don't notify you when they ship things to you.  

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

  Business response

  03/30/2022

  We have a copy of the email. We also sent him another email with tracking info yesterday. There is a known issue with Gmail right now. This is an easy thing to ****** search. 

  We have over ****** customers with a 4.7 ****** rating. We have been in business for over 17 years. We dont need to rip anybody off on a $300 parts order, jeez.

  Here are both tracking #s on his order.

  Fedex:

  776434865208

  776434893789

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They stole my money didn't send parts I ordered and they do not respond to text or email a won't answer the phone

  Business response

  03/21/2022

  This customers parts were shipped the day he made this complaint. USPS 9405511202511858279056

  The parts he ordered have a **** day lead time. He actually signed a form letting him know this but we are assuming he didnt read it.

   

*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. ↩