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:18/01/2024

  Type:Service or Repair 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 first purchased my bike from Belmonte March of 2022. It is a Baodiao Boom Cruise 250-7, not manufactured by the company but, distributed by them. Within the first hours of riding it, the engine seized. After taking it to a local shop and receiving new parts from the company the shop was able to get it running again. There was a manufacturing error with the gas tank and air intake for the fuel system. Something that could not have happened due to user error or extensive use since the bike had under 100 miles on it at this instance. Nonetheless I paid the shop for their time and service after waiting months to receive the proper parts from the company under my warranty. In September the LED display went out and no longer displayed my speed. This was a month after I received the bike back from the shop. The bike still had under 500 miles on it at this time. The company was unable to provide the parts at this time and presently, 14 months later. Most recently the bike was in the shop for 3 months due to electrical issues. The company could not provide a wiring diagram for the bike which increased time and labor resulting in a much higher charge for repairs.6 hours, $660. The battery on it is shot, and I found out 2 motor mounts are also broken which is troubling because I have not had any major accidents with the bike, it has fallen over once but from a standing position. This should not be enough to break 2 mounts welded into the frame of the bike. Overall the company can provide customer service but, their customer service lacks adequate resources and information because they do not manufacture the bikes or know enough about the products they sell. The bikes are not assembled or manufactured well which results in all types of costly and time consuming issues. I would highly recommend not purchasing from this company or ***** ***** ******. Even for a simple fix, parts are highly specific and take a long time to arrive or even become available.

  Business Response

  Date: 25/01/2024

  Hello,

  We hope this message finds you well. Thank you for bringing your concerns to our attention, and we sincerely apologize for any inconvenience you've experienced with your motorcycle purchase.

  After a thorough review of all available information, including warranty claims, it has been determined that our team has consistently operated in accordance with our terms and conditions. As stipulated in our terms, each vehicle is covered by a 1-year replacement parts warranty, and we are pleased to confirm that our team has diligently processed and covered multiple parts under warranty for your motorcycle.
  
  Here are the details of the warranty claims and their respective tracking numbers:
  
  Warranty Claim July 2022 | ********* **************************
  Warranty Claim Aug 2022 | ********* ******************
  Warranty Claim July 2023 | ********* ******************

  We are pleased to note that our team has successfully assisted you during each contact and covered several parts under warranty. Additionally, we have gone the extra mile by providing video tutorials and phone support to facilitate the installation process with the help of our virtual technicians.
  
  However, we understand that customer satisfaction is of utmost importance to us, and we value your experience with our products. If, despite our efforts, you are no longer interested in continuing with us, we are willing to make an exception. You may return the purchased item, and a refund will be processed promptly upon receipt of the product at our facility.
  
  To initiate the return and refund process, please ship the product back to our facility at the address provided below. Kindly ensure that the outer carton displays the Return Merchandise Authorization (RMA) number ******* to facilitate a smooth and timely processing of your refund. The refunded amount will be applied to the credit card on file.

  We appreciate your understanding, and should you decide to proceed with the return, we are committed to making the process as seamless as possible. If you have any further questions or concerns, please do not hesitate to contact our customer support team.
  
  Thank you for your cooperation, and we look forward to resolving this matter to your satisfaction.

  Customer Answer

  Date: 29/01/2024

  
  Complaint: 21164567
  
  I am rejecting this response because:
  I have yet to receive a part requested 14 months ago. 
  

  The LED display was never sent, and I did not receive a follow up at that time  

  I appreciate the support from the team and the efforts that have been made. For the most part customer service has been helpful.

  The issue stems from this bike being faulty by design and myself occurring costs and repairs that should not have happened from regular use. Especially such minimal use such as, the issue with the gas tank which occurred within 100 miles of using the bike.

  I will consider returning it and I appreciate the offer, it still requires a high cost to ship the bike back to the original location.

  if I am provided either the LED display or shipping for my return I will be satisfied  

   

   

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

  Business Response

  Date: 07/02/2024

  Hello,

  We are pleased to inform you that we have successfully processed a replacement LCD display for your motorcycle under warranty. The shipment is set to leave our warehouse today. See tracking details below.

  ******** ******* ************************** ******** **** ******** ***** ****************************************************************************************************************************

  Thank you.

  
  

  Customer Answer

  Date: 09/02/2024

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 21164567, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:25/04/2023

  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 200cc ninja Wasp motorcycle from this company advertised as brand new. When it arrived 1 month later, the motorcycle rode well for about two weeks then started making noises and cutting off. I immediately contacted the company who in turned told me to send videos of issue and explain problem. Which I did, the problem continued and the bike stopped starting all together. The company was very unhelpful in the whole process refusing to refund my money even after it was obvious that the motorcycle was defective at time of sale and I took it to a few mechanics at the companies request because per the service department they do not come out to diagnose only provide parts by mail. So that also cost me extra money. This company is unprofessional and rude.

  Business Response

  Date: 02/05/2023

  Hello,

  We would like to express our sincerest apologies for the inconvenience caused by the issues you experienced with your 200cc Ninja Wasp motorcycle. We have thoroughly reviewed all the available information, including warranty claims, and have concluded that our team has acted in accordance with our terms and conditions.

  As per our terms and conditions, we provide a 1-year replacement parts warranty with each vehicle. In your case, the replacement parts were ordered from your mechanic and shipped to you under warranty, at no additional cost, with tracking number ***************. If the parts that were recommended by your mechanic did not resolve the issues you are experiencing, please provide us with a video of the issue. Our team of professional mechanics will diagnose the problem and provide you with new parts, if necessary.

  If you are no longer interested in working with us, we will make an exception for you to return the motorcycle for a refund. Please ship the product back to our facility with **** ****** clearly displayed on the outer carton. Upon receipt and inspection of the product, a refund will be applied back to the credit card on file.

  Once again, we apologize for any inconvenience caused and appreciate your understanding. If you have any further concerns or questions, please do not hesitate to contact us.

  Sincerely,
  The Belmonte Bikes Team

  Customer Answer

  Date: 02/05/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 19979577, and find that this resolution is satisfactory but I would like Belmonte bike Company to pay for the shipping cost to return the defective item since I have already had to come out of pocket hundreds of dollars on useless mechanical repairs that had no effect on fixing the problem that this company told me would indeed fix the problem. Upon receiving shipping information I will indeed return the bike for my full refund and be done with this matter.
  
  Sincerely,
  
  ********* ******

  Customer Answer

  Date: 10/05/2023

  
  Complaint: 19979577
  
  I am rejecting this response because:

  Hello I issued a complaint against Belmonte Bike company and they responded with an offer to refund my money if I shipped the bike back to them but my response was that I do not believe I should be responsible for the shipping cost which is substantial from a residential area for such a large item when the company sent me a defect item and my mechanic will verify the motorcycle is defective and cannot be repaired at no fault of my own. I had to put out a lot of money to try to get the bike repaired and looked over to find out it was not repairable. I never received a follow up response from the company but received an email saying the complaint was resolved which it is not. 

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

  Business Response

  Date: 17/05/2023

  We appreciate you taking the time to share your concerns with us, and we sincerely apologize for any inconvenience you have experienced with your recent motorcycle purchase.

  In order to resolve the matter promptly and to ensure your satisfaction, we kindly request that you return the motorcycle to our facility. Please find our facility address below

  ******** ***** **** ******* ****** ******* *** ******

  To streamline the return process and to expedite your refund, please adhere to the following guidelines:

  1) Package the motorcycle securely: Ensure that the motorcycle is packed safely and securely to prevent any damage during transit. We recommend using the original packaging materials, if available, to provide adequate protection.

  2) Include all relevant accessories: Please include any accessories, parts, or documentation that came with the motorcycle originally. This will help us assess the situation more accurately.
  

  3) Provide a copy of the purchase receipt: To facilitate the refund process, kindly enclose a copy of the purchase receipt inside the package. This will help us validate the purchase and initiate the refund swiftly.
  

  4) Insure the shipment: We recommend insuring the shipment to safeguard against any potential loss or damage during transit.

  Once we receive the returned motorcycle and complete our assessment, we will promptly initiate the refund process.

  Thank you!

  Customer Answer

  Date: 17/05/2023

  
  Complaint: 19979577
  
  I am rejecting this response because:

  The company should be responsible for the return and shipping of their defective product as it was no fault of mine that it is In this condition. I have put unnecessary expense into trying to get the motorcycle cycle towed back and forth to the mechanic And the labor cost for the diagnostic and replacement of parts.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:15/10/2022

  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.

  I purchased a 2021 Venom Thunder 125cc dirt bike from Belmonte Bikes on Oct. 3 2022... order number ****. I called to inquire about a charge of $31.63 for something called ROUTEINS70. I was told it was extra delivery protection. I didn't see the need for it so the rep told me he would remove it. It has not been removed. I received the dirt bike Fri oct. 14. The site claims the bike comes 80% assembled... It was closer to 30%. Took no issue with that... because i actually felt safer having it done. Today 0ct. 15 the bike is complete... yet it will not run with the "choke" on. Looking into the issue... it is a problem that is common with low quality bikes made in China. ***** *********** says this bike has been in the works prior to 2021... and was made available to the public in 2021. So I took a chance. I called Belmonte Bikes and spoke with someone named ***** in customer service and was told all sales are final. ***** was speaking politely, yet was very rude. I have the recorded conversation. Is it a fact that a company can sale a brand new vehicle that doesn't work properly and not take it back?

  Business Response

  Date: 16/10/2022

  Hello,

   

  This customer purchased his dirt bike from us on his own and without any contact with our sales team. He specifically added extra protection on his own to protect his shipment during checkout and then changed his mind after his order shipped out. As a courtesy we already refunded him the $31.63 he is mentioning. See attached proof. **** has paid a total of $1299.99 which is how much the dirt bike costs.

   

  **** is having user error on how to assemble his dirt bike and turn it on and will not let our team assist him. He just threatens our team with reviews, lawyers, and *** claims and will not let our technicians speak to him to assist him on how to power his dirt bike. If he does not know how to use tools then why would he not let our team assemble the product for him?

   

  **** is having buyers remorse and is making up fake issues to return his product. At this point it is best to have him return it to us.  Please let him ship the product back to our facility below and we will process a refund

   

  BELMONTE BIKES

  6820 MCKEOWN DRIVE,

  GREELY, ON, K4P1A2,

  CANADA

  Customer Answer

  Date: 18/10/2022

  
  ********** ********
  
  I am rejecting this response because: I have the recorded message. They were told that the bike shuts off when the choke is disengaged. This is a common problem that they are aware of. Never threatened to contact a lawyer. They suggested I made a fake claim and refused to have the issue resolved. So now I will contact a lawyer... for slander. I have dealt with the *** in the past. Not once have I made nor been accused of making any false claims. My creditability can now be in question due to such a statement. I attached the conversation that I had on Oct. 15. Also I contacted Belmonte Bikes before my item was shipped to have the "ROUTEIN" removed. I am a disabled veteran who served my country well. I am tired of  so called business taking advantage of  people and then lying when called out. 
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 24/10/2022

  Hello,

   

  Please return the product for a refund.

   

  Thank you

• Initial Complaint

  Date:12/08/2022

  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.

  I purchased a new 125cc motorcycle on 06/17/22 from Belmonte bikes ltd. It was delivered on 06/29/22. I contacted them on 07/08/22 to inform them I wanted to send the bike back for a full refund. It clearly states on there website that you are able to do so within the “warranty period”., you have to pay for shipping and a restocking fee and I’m fine with that. I’ve sent email after email, called numerous times only to be put on hold or them not to answer at all. I just want to send the bike back and they are ignoring me for whatever reason. All I need is for them to provide me with an “RMA” number so I can ship it back and I need them to send a cancellation letter to “uown leasing” the finance company so the bill don’t keep racking up with them. Please help me with this matter. I have pictures of dates and times I have sent emails and have got nothing in return I can attach if need be.

  Business Response

  Date: 23/08/2022

  Hi there,

   

  Thank you for bringing this to our attention.

   

  After further review, our Service Team has contacted ******* ********* and initiated an RMA number.

   

  ******* ********* and the Belmonte service team are both confident a simple carburetor swap will have her riding again. ******* ********* has decided to work with our Service Team on the issue she is experiencing with her motorcycle, and parts have been sent under warranty to get her up and running again.

   

  I hope this matter has been resolved, please give us a call at ************** if you require any further assistance.

   

  Thank you!

  Customer Answer

  Date: 23/08/2022

  
  ********** ********
  
  I am rejecting this response because:
  They make you ship the bike to Canada and pay a restocking fee that is outrageous. This is ridiculous.
  Sincerely,
  
  ******* *********