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:11/21/2024

  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 bought an *** from these folks for my granddaughter. None of them had price tags so i asked them price, which is 2500 dollars. He pulls out the paper work and said 3100. So there is a bait and switch there. I asked about a warranty and he had me sign a paper and asked for a receipt, which they wouldn&#**;t give me till I came back for the title. Come to find out they set up a 800 dollar 4 year warranty without telling me at all. When I signed the paper, the figure of 800 was not on the paper at all. I still do not even have a receipt. All I have is a copy of a copy.

  Business Response

  Date: 11/25/2024

  Mr. ********* purchased a ****** YFZ50 on October 29, 2024.  The sale price was $2,330.00.  The Administration Fee was $199, Prep / Setup Fee was $149.00 and Freight was $375.00.  The charges were itemized on the Buyers Order and Bill of Sale, which Mr. ********* signed, copy attached.
  
  At the time of purchase,Mr. ********* was presented with a Payment Options menu.  It showed him his monthly payment with a 4 year extended service plan would be $98, and without the service plan the payment would be $78.  Mr. ********* chose the service plan and initialed the document next to the $98 payment, copy enclosed.
  
  Mr. ********* signed the extended service plan contract, which stated the plan was $800, copy enclosed.
  
  Mr. ********* electronically signed the installment contract for his loan, which showed his monthly payment at $98.63 and a 48 month service contract at $800, copy enclosed.
  
  Later, Mr. ********* decided to cancel the extended service plan. Since the service plan was included in the loan, the refund will be sent to the bank, lowering the amount he owes on the loan.
  
  Mr. ********* was presented with the cost of the service contract and without.  He chose to include the service contract in the loan.  The price of the *** and service contract were put in writing and Mr. ********* signed all of the documents. He has canceled the service contract and the refund will be sent to the bank.  No further refund is due.
  

• Initial Complaint

  Date:11/13/2024

  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 bought a 2016 Trigide Nov. 2022, from *********************** Charles. We traded an electric Glide 2011 for it. They gave us $8,000 for the bike, plus we added $4,000 cash towards the 2016 Tri Glide. In the meantime we moved to ******* July 2023. July 24, 2024, I rode the bike back to **, to go to Sturgis. My bike just made it to ******* Charles ***************. It broke down, was told both clutch plates went out and the extended warranty I bought wouldn&#**;t cover a moving part and it would take up to 10 days to fix it. I said no, knowing I would take a beating cost wise, but traded for another ********. That was July 27, 2024 and I bought a 2012 ********.They canceled the extended warranty on the 2016 and I was to receive $1200 back. To date, 10/4/24, I still have not received it! I bought a new *************** extended warranty from ****** for the new 2012 Harely ********. I was a bit concerned because the warranty didn&#**;t cover the 2016. However, **** ******, the ****** ******** finance manager said "This will cover the entire bike." Jokingly I said "What if the engine blows?" **** said "Yes! Covered 100%!" I bought the warranty and off to Sturgis I went. Made it there and went to the rally on August 4th, on my way back to my room, the engine sounded like it had marbles in it. I stopped immediately and had it towed to *********** ****** ********* **********, SD. I was told it was a sprocket inside the primary that caused the failure. Much to my surprise, they said it was a ***** Sprocket, not a ****** ******** Sprocket, so warranty will not cover the basically blown engine. They told me it would be approximately $7600 - to fix it. So I had my wife call ****, the finance manager at Big Charles ****** to find out our options. He suggested we cancel the warranty ($4790) and put it towards another new ********! They (****** ********* couldn&#**;t give me the $4790 because I have a lien on the bike. My issue with all that has occurred and they money I have put out is that I bought 2 ****** ********* both from Big St. Charles ******. I bought their *************** extended warranty from what I thought was a trusted, certified ****** ******* Yet the warranty wasn&#**;t worth the paper it was written on because it covered nothing on either bike! How was I to know there was an after market product on the bike they inspected, certified and sold to me with a warranty (*************** as a ****** *********.Well it cost me a week in my room at Sturgis and $7366.26 to fix my bike and go home. So I thought! I picked up my bike on Aug. 9th and I left on Aug. 10th. I was just under 100 miles out and the bike broke down again! My friend put the bike in his trailer and we drove back to ** and straight to ******* Charles ****** ******** just to be told by ****, it&#**;s not their problem. So now I have to contact *************************** in ************ to fix this new problem. I am 78 years old. When is enough, enough! Luckily *************************** stands behind their work and they had Big St. Charles *************** find and fix the problem totally at their cost. As far as I am concerned I should not have had to pay the $7366.26. **** said it was covered. I have put out so much money all together just to turn around and get screwed by Big St. Charles ****** ********* and to think that I have bought 2 bikes from them and trusted them servicing all of my bikes from the last 13 to 15 years.

  Business Response

  Date: 11/13/2024

  On November 11, 2022, ********** purchased a 2016 *************** ******** with ****** miles.  At the time of the purchase, Mr. ******* bought ***************s **************** Plan (ESP).  On July 26, 2024, Mr. ******* brought the bike to our ****************** because the clutch had failed.  The bike then had ****** miles on it.  The ESP does not cover clutch replacement or other wear items.  This is standard in the industry.
  
  Mr. ******* did not want to wait for the repair to be completed, so we agreed to sell him another motorcycle (a 2012 ********) and take the damaged bike on trade.  We canceled the ESP on the 2016 motorcycle that he traded in.  On July 30, 2024, we mailed Mr. ******* the pro-rated refund for the ESP cancelation to the address he provided in ********* ******* in the amount of $1,228.00.  On or about October 28, 2024, Mr. ******* notified us that he had not received that check.  On October 29, 2024, we stopped payment on the original check and mailed a new check to an address he provided in **************** ***  To date, that check has not been cashed.  Copies of the checks are attached.
  
  With the purchase of the 2012 motorcycle, Mr. ******* again purchased an ESP for $3,099 (copy attached).  He also purchased ************* for $792 and a tire and wheel warranty for $899. 
  
  Mr. ******* continued his trip and rode the 2012 motorcycle to ************* where the bike had motor trouble.  He took it to a dealership in *************  When that dealer took the motor apart, they found that aftermarket performance parts had been installed.  There was an inspection done by a representative of the ESP and they decided not to cover the repairs because of the aftermarket performance parts in the motor.
  
  At the time we sold the motorcycle to Mr. ******** we had no way of knowing there were aftermarket performance parts in the motor.  We did not perform the motor upgrades, so the only way to know would have been to take the motor apart, which of course we did not do. Before the sale, we only performed a safety inspection.  The bike was sold as is, and we made no certificationguarantees.
  
  Mr. ******* had the motor repairs completed by the dealer in *************  On the trip home, the motor failed again,related to the repairs performed by the dealer in *************  After we contacted the South Dakota dealer,they agreed that the new problem was related to their work.  We made the additional repairs at their expense.
  
  We informed Mr. ******* that he could cancel the ESP (which he purchased for $3,099).  Since the ESP was originally paid for in the loan he got at the time of purchase, the refund would have to be sent to the finance company, which would reduce the amount he owed on the loan.  It would be a violation of our agreement with the finance company and violate law for us to hand Mr. ******* a check for a product that the finance company gave him a loan for.  To date, Mr. ******* has not canceled the ESP.
  
  We have acted in good faith with Mr. ******* from the beginning. Clutch failures are often due to the riding style of the owner and are not covered by warranties.  When ********** informed us that he did not receive the check we mailed him in July, we immediately issued a new check.  If that check also has been lost, he can contact us and we will again stop payment on it and issue a third check.  We had no way of knowing the second bike had aftermarket performance parts installed.  We did not make the decision not to cover the motor repairs, that was done by Harley ********* ESP representatives.  We offered to cancel the ESP and properly issue the refund to his finance company, lowering the amount that he owes them, but Mr. ******* declined to do so.  We are not responsible for the motor failure and therefore do not owe Mr. ******* for the cost of the repairs.
  
  

• Initial Complaint

  Date:05/06/2024

  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 purchase a brand new KTM 65SX dirt bike on 5/30/24 from ******* Charles. I was told that I had to come in before end of month in order for them to honor the price they gave me. Once I arrived at the dealership I made my purchase and as I sat down to close out the deal and pay the money for the sale I was told that the motorbike I purchased had known issues and that I would likely see an issue with the cylinder very soon after ownership. The finance Manager told me this however I assumed he was just speaking of a an isolated incident he knew of since he did mention that his buddies kids had issues with the 2024 model KTMs and nobody else that he was aware of had the issues. So I left with the bike as planned. The very next day after we unloaded the bike we crank it up and notice an extreme amount of vibration, signaling a crank issue. We assumed it was normal as stated and proceeded to break-in the bike with 4 15min interval heat cycles. We slowly noticed that the engine would not rev well once in the mid-range of its power cycle. We shut the bike off and immediately contacted the dealership, Big St. Charles. They proceeded to tell me that they contacted KTM and there is a known issue and that I could drive the bike 5 hours back to them and let them tear into it and fix it. Or, I could trade the bike in for $3,000 and get a new one. These are the options they gave me. I respectfully asked to return the motorcycle for a refund OR swap it for a different model in which we knew to not have any known issues such as the 2024 GASGAS, even though there is a $400 trade difference with the GASGAS being the lesser model I was willing to do that simply to wash my hands of this experience. I have yet to hear back as to a fair resolution from the company.

  Customer Answer

  Date: 05/06/2024

  After further consideration, I have found that I, the complainant, completely jumped the gun on this ordeal. I did not give the dealership time to make things right.  They have since taken steps to make certain the customer is happy.  I had to lose $400 and its my belief that Ive likely lost more than the dealership did since the motorcycle manufacturer will be making them whole again. However, these guys went above and beyond to bring another bike to me and thats a tremendous step in the right direction. 
  

   

  Assuming this new bike is 100% ready and in NEW condition I would like to withdraw this complaint. 

• Initial Complaint

  Date:12/07/2023

  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 have had nothing but big problems with *** *** ******* ***********. We purchased a new 2023 Seo Doo Switch, was told it would come with free winterization. That was a LIE! On our 1st time out in the water unit would not start, YES! 1st time!!! With my kids and family. Had to drive to local ******* and buy a battery to jump start it, then it gave me an error on Reversing boat, it would not reverse! So I called *** *** ******* *********** and told them the issue, I asked them to document it so when I brought it in they would have it documented. Latter battery charged and went into reverse but still errors on display. Next time we went out to lake unit was dead again!!!! And would not go into reverse! Again, system is draining battery! So this time drove to *** *** ******* *********** to have them pull records on my calls for warranty and I GOT NOTHING BUT BS! I was told no records on my calls or anything and was told to sign a document on how I would pay for service to this Lemon boat! Again 2023 and 1st and 2nd time in water had nothing but BS problems and then *** *** ******* *********** gives me crap on service! STAY AWAY FROM *** *** ******* *********** as they will only take your money with no service. NO CALL backs and have text documents and calls to them but nothing but poor service. I have a Veteran Mobility service I do with Vets and take them on waterway trips but this is not possible with *** *** ******* *********** as the cannot even call me back! POOR service and crap equipment @ *** *** ******* ***********!!! Now they will warranty my boat in a timely manor!

  Business Response

  Date: 12/14/2023

  Mr. ****** purchased a 2023 *** *** Switch boat on March 21, 2023.  Before Mr. ****** took possession of the boat, we serviced it to make sure the battery was good, fully charged and everything was operating correctly.

  Mr. ****** states he was told at the time of the purchase that we would give him a free winterization.  We document anything that we have promised to purchasers on a document called a "We Owe", which the purchasers sign.  The We Owe for Mr. ******s purchase says "NA".  Nevertheless, we have given Mr. ****** a free winterization.

  The warranty on a battery is 6 months from the date of purchase.  The battery on Mr. ******'s boat expired on September 21, 2023.  Mr. ****** did not bring the boat to us until November.  Since we were not sure if the issue would be covered by warranty, we asked Mr. ****** to sign a repair order stating that anything not covered by warranty would be his responsibility to pay.  We contacted *** *** on Mr. ******'s behalf and got them to make an exception and agree to replace the battery under warranty.  We have checked the charging system and reverse and they are operating correctly.  The reverse was probably not working because the battery was too low.  To avoid problems with the battery in the future, it should be charged if not used regularly.

• Initial Complaint

  Date:08/25/2023

  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 4-wheeler in December 2020. They sold us an extended 4 year warranty. The 4-wheeler unfortunately had what we suspect was an electrical fire. The company is refusing to do anything for us citing they can't determine how the fire started.

  Business Response

  Date: 09/01/2023

  Mr. *********** purchased a Can Am Outlander ATV in December, 2020.  The manufacturer warranty expired June 7, 2023.  At the time of purchase Mr. *********** purchased an extended service agreement through Rider's Advantage.

  On August 7, 2023, Mr. *********** brought the ATV to our Service Department with extensive fire damage.  The cause of the fire is undetermined.  We submitted pictures of the damage to Riders Advantage and asked them to approve a claim for the damage.  They denied the claim, because their agreement only covers any problems that arise as a result of a manufacturer defect or part failure.

  We started a case with the manufacturer and submitted pictures to them to get their opinion on the cause of the fire.  The case is still under review from Can Am.  We will inform Mr. *********** of their findings once we hear back from them. If Can Am determines the fire was caused by a manufacturer defect or part failure, then we will again seek coverage for Mr. ***********'s claim.

  We have advised Mr. *********** to file a claim with his insurance company.

  We are not responsible for the fire that occurred.  We are not responsible for the damage.  We have acted in good faith by trying to obtain approval for the claim on Mr. ***********'s behalf.  Since we are not responsible for the damage to Mr. ***********'s ATV, we cannot make repairs at our expense.

• Initial Complaint

  Date:05/02/2023

  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.

  Hello, my name is ****** ********* and I am writing this because of an issue I have with a new tire installation on one of my bikes at your service department at Big St. Charles Harley. I had a new front tire installed on my 2008 Harley Rocker-C on 09/15/2022, my bike had 20549 on it at that time, please refer to the attached receipt as documentation, I picked up my bike and rode it home after the install, which is 27 miles away in Wright City. the bike remained there, untouched, stored in my shop for the winter, I didn't ride it again. Last week as the weather broke, i decided to get my bikes ready for the riding season. In doing this, I noticed the front rim on my Rocker was slightly bent. Because of this, I called Big St. Charles Harley service department on 04/17/23 and explained the situation and they asked that I bring the bike up for inspection on 04/18/23. I arrived on the bike on the morning of 04/18/ around 10:45 am and bike had 20603 miles on it, because I had to ride it 27 miles back to the service department, 54 total miles after the new tire install riding to my home and back. When I arrived I met with a employee who later gave me a business card with the name of ***** ******* on it, Service Advisor. ***** and another Employee examined the bike. They inspected the tire and noted that there was no damage to it. They inspected the rim and did see the bend. I asked ***** what the process is of installing new tires. ***** explained that a machine is used to install new tires and the parts are covered with rubber. Further, ***** said that the tech installing the tire would have brought attention the fact the rim was bent, if it was pre-existing damage, during the install process. The rim had no damage prior to the install and nothing was said to me during the tire installation process about any damage. Since the wheel was not damaged prior to the install, no damage to it was noted by the tech during the install, since the tire was inspected by ***** and the other employee and no damage to the tire was present and since I drove the bike straight home after the install, the conclusion is that this rim was damaged during the installation process. During this exchange with Terry, he was rude, condescending and patronizing, I tried to keep things on throughout and presented the facts to Terry. His response to me was that he didn't know what I did with the bike after I picked it up in September. Insinuating that I done something else with the bike other than store it, as if I entered it into a demolition derby or something. For it's age, 15 years, the bike is in "fine" condition, showing minimal wear and has always been stored in a garage. In addition to this, when I asked for a business card, ***** seemed somewhat hesitant and I then asked if he was the Service Manager and he said he was, although his card says Service Advisor. I own four bikes currently(two Harley Davidson's) and several classic cars. Everything I own is properly stored and cared for. I have purchased a couple of bikes from Big St. Charles over the years, my last was a new 2018 Indian Chief Classic. I have also used the service and parts departments a few times. This is my first negative Encounter. It was just a weird and unpleasant experience, aside from the real issue, which is that my rim is damaged. The facts remain as follows: If the wheel was damaged prior to the install the tech would have said something according to Terry. If the wheel was damaged after the install during my 27-mile ride home, by hitting a pot hole or otherwise, the tire would also show damage or marks of such an impact. The bike was stored and cared for properly over the winter. This wheel was damaged during the installation process. I am reaching out to you to get this problem resolved. I cannot find anyone local that repairs rims. I spoke to Docs Harley and they found and aluminum rim replacement for $1,132.79 from Vintage Parts. My rim has chrome finish, so it wouldn't match. Other rims online are in the $900 Range, plus a core and I don't think my damaged rim will be accepted as a core. This is a serious issue and I would appreciate your prompt attention in this matter. The following is my contact info: ******* ********* ***** ******* ***** ****** ***** *** *****  Sincerely, ******* ********* In addition to sending this to your business, I am forwarding copies of this to the the following agencies as well: *** ********* **** * **** ****** *** ******** *** ***** ****** *********** **** * **** ****** *** ******** *** ***** *************** ******** **** **** ** ****** ****** ********** ** ***** ******** ****** ****** **** *** *** ********** ** ***** **** ****** **** **************** ******** **** **** ****** ****** ********** ** ***** **** ***** ***** ** ***** ** ***** ********* ******* **** **** ****** ****** ********** ** ***** ****** ******** *** ** ******** *** **** *** ****** *** *****

  Business Response

  Date: 05/02/2023

  The damage to Mr. *********'s wheel is from impact with a pothole or some other object.  Our tire machine is rubber coated and could not have damaged the wheel in this fashion (see picture).  The damage was either pre-existing or occurred while Mr. ********* was riding.  We are not responsible for the damage and will not replace the wheel.

  Customer Answer

  Date: 05/09/2023

  Complaint: ********
  
  I am rejecting this response because:

  Everything points toward this rim being damaged by installing the new tire last fall.  Is it the policy of Big St. Charles Motorsports to install new tires on damaged motorcycle rims?  Isn't that a safety concern?

  Your own employee said that the tech installing the new tire would have seen that damage and said something...the damage certainly didn't happen on the drive home.  The tire was inspected by your employee and no damage was noted during my follow up visit and I only drove the bike home, 27 miles.

  The fact that the machine is covered by rubber, is even more evidence that it likely caused the damage, because the rim is bent but no scratch or impact mark is present.  Likely the rim was not placed correctly on the machine and it was bent during the tire removal and install process.

  The customer service throughout this has been horrible and I have no trust in your shop any longer.  

  The facts are that the rim is bent, the new tire looks perfect, and the bike only has 27 miles on it since the new tire was installed.  No one noted any damage to the rim when it was installed.  It all adds up to your shop being responsible for the damage, the tech likely damaged it during the install and didn't say anything.

  Further, the fact that no one checked with the tech who done the work when I was there, no explanation about how the tire install process works and so forth, is indicative that your business really doesn't care and/or is covering something up.  This is a legitimate issue and safety concern, just totally being blown off.  No follow up phone call, nothing.  Pretty poor service all the way around.

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

  Business Response

  Date: 05/19/2023

  The tire changing machine has a pressure limiter to ensure that it does not have enough force to damage a wheel as Mr. ********* is claiming.  We did not damage the wheel therefore we will not provide a new wheel to Mr. *********.

• Initial Complaint

  Date:03/30/2023

  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.

  Company was paid to provide oil change on UTV less than 20 hours later on the machine the motor locked up due to lack of called warranty company they sent 3rd party to inspect said that there was no leaks no evidence of oil burning and yet no oil in the machine in other words They did not put enough oil in the machine the amount of oil they found in the machine started out of the court and a 1/2 Now they say less than half a quart no one will call me back and I was told that they have no intention of fixing this issue even though they are clearly at fault based on more than 1 mechanic's observation Based on these facts I believe they are responsible to fix this machine

  Business Response

  Date: 03/31/2023

  Mr. ***** brought his **** * **** to us on June 4, 2022, and requested an oil change.  At the time, the hour meter showed 103.4 hours.  We performed the oil change and added the correct amount of oil as per manufacturer requirements.

  Mr. ***** returned the unit on February 24, 2023, over 8 months since the oil change.  The hour meter now shows 130.5 hours.  The unit was run for more than 27 hours since the oil change.

  We contacted the warranty company to get an approval to make repairs to the unit.  The warranty company sent someone out to inspect the damage.  The inspector found evidence the motor had been ingesting dirt which caused internal damage and made the motor burn oil.  The warranty does not cover any damage caused by dirt entering the motor, therefore they denied the claim. 

  Mr. ***** is responsible for maintaining his vehicle and checking that the motor has the proper amount of oil in it.  We added the correct amount of oil when we performed the oil change last summer.  We are not responsible for dirt entering his motor or for the damage that resulted.  Since the warranty company has denied the claim, Mr. ***** will be responsible for paying for the repairs himself.

   

  Customer Answer

  Date: 03/31/2023

  Complaint: ********
  
  I am rejecting this response because: first the warranty company never said anything about dirt they did however say there was no evidence of oil leak or oil burning when i spoke to them dirt was not even in the conversation until I talked to ****** from big st Charles who said dirt entered into motor causing oil to burn which is not true based on report from warranty inspection that stated no evidence of any oil burning also after are conversation ****** told me he would have service manager call me the next day I still have not received any reply and once again where did the  oil go if they did put the correct amount of oil in it and yes it has been awhile since are oil change but it has been winter the final point I would make is the numbers keep changing at first it was less than 20 hours then 27 hours I just can't believe that this the way you guys handle these things 
  
  
  Sincerely, *** ***** 
  *** *****

• Initial Complaint

  Date:11/05/2022

  Type:Product 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 came up there about 15 minutes before they closed. Because we got incorrect information offline. The lady ***** was super super nice. I told her if it was better to come back tomorrow we would she said no problem she was very sweet. I asked her questions about like 6 different Mini bikes. She answered my questions. I said if we have any issues are we free to return them she told me they had a 30 day policy. It also states it on the receipt. She failed to mention any restocking fee. We settled on bikes we left.. It was my understanding when I made a purchase at this location that the bikes went 14 miles per hour and they would drive for 3 to 4 hours. They told me that the concrete weight was 250 pounds and off road was a 150 pounds. My daughter and myself are way under that and we each got our own bike.. We tried them out in the parking lot and they were barely going 4 miles an hour. A gentleman came over and offered to fix it said that there was a button that made it go faster. I then asked him his thoughts on these bikes and he told me that it all depended upon the weight of the person it could be anywhere from 30 minutes to 4 hours. And I said well obviously we would hope for 4 hours and she said 3 to4. He nodded in agreement and went to work on next bike. He and she both knew bikes were for us And we are 100 plus lbs under max weight. If they the experienced individuals knew they weren't proper bikes they should have said so. We took them home we charged them overnight. We got them out this afternoon to ride them. For the 1st maybe 20 30 minutes they rode perfectly without issue. And then they started dying. If we were on anything that wasn't downhill they did not want to go they just died. Includingflat roads. We ended up pushing them home.. They struggled to get up even a very slight inclined driveway. These are Mini bikes not parts. I was told 30 day return tried to return them today they refused to accept them I left the bikes at the facility

  Business Response

  Date: 11/07/2022

  *** ****** purchased 2 electric mini bikes on November 4, 2022.  *** ****** was told the riding time on the batteries depends on many factors, including the size of the rider and how they are riding it.  A child riding on the slow speed setting should get multiple hours from a charge.  An adult riding at full speed will get significantly less time.  *** ****** was told this.  She was also told that we recommend the 350 size bikes for adults.  *** ****** chose to ignore our recommendation and purchased the smaller bikes.  She was never told the bikes could be returned.  The receipt states no returns on electrical items.  *** ****** says she was not told about a restocking fee.  The receipt states returns are subject to a 20% restocking fee.  We offered to exchange the bikes for the larger model which we had originally recommended.

   

  *** ****** chose to ignore our recommendation on what bike to purchase.  *** ****** was told adults riding at full speed would get significantly less operating time.  *** ****** was aware of what she was buying.  No refund is due.

• Initial Complaint

  Date:06/01/2022

  Type:Customer Service 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 was coerced into buying an extended warranty on my new motorcycle purchase. I want to cancel it, realizing how much its going to cost me. I called twice over a week ago, and was told both times somebody would call me back, and nothing. I just want it canceled.

  Business Response

  Date: 06/01/2022

  On May 19, 2022, ****************** purchased a new 2022 Kawasaki BR125.  During the purchase ****************** was presented a "menu" with optional products that were available for his motorcycle.  ****************** opted to include a 5 year extended service plan with the purchase and he initialed that option on the menu.  ****************** also signed the extended service plan contract which stated the cost of the plan was $800.  ****************** previously purchased another motorcycle from us in 2020 and chose the extended service plan as well as GAP insurance with that motorcycle.  ****************** was in no way whatsoever "coerced" into buying anything.

  We called ****************** on June 1, 2022, and informed him if he wants to cancel the service plan, he simply needs to come into the store and sign a cancellation form.  If he does so within the next few weeks, a refund for the entire $800 purchase price will be sent to his lienholder. 

  Customer Answer

  Date: 06/02/2022

  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

  Date:05/31/2022

  Type:Order 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 motorcycle from this company on 5/11/22. I walked out with only the bill of sale. I received the title and I went to register the motorcycle. They couldn't register the motorcycle because it had that it was a 2 cycle motorcycle and it's a 3 cycle motorcycle. I called Big St. Charles and they told me there was nothing they could do. The Department of Revenue said it's on Big St. Charles to change it. I asked the company to cancel the contract and I would return the motorcycle and they told me they wouldn't do that. I don't have my loan contract yet.

  Business Response

  Date: 06/01/2022

  On May 11, 2022, Mr. ***** purchased a pre-owned 2015 Harley-Davidson Freewheeler 3 wheeled motorcycle.  We provided the Missouri title and the rest of the paperwork to him on May 17, 2022.  

  On May 18, 2022, Mr. ***** contacted us saying the title stated the motorcycle was a 2 wheeled vehicle instead of 3 wheels.  This was a mistake made by the State of Missouri when they issued the title to one of the previous owners.  We immediately contacted the Missouri Auto Dealer Association Title Services department to ask them what we needed to do to resolve the issue.  They told us to issue an Affidavit of Correction, stating that the motorcycle was a factory produced 3 wheel vehicle and the title was in error, and that Mr. ***** would be able to submit that to his local office with his title application and would receive the title in his name with the correct 3 wheel designation.  We immediately informed Mr. ***** of this.

  Later, Mr. ***** said he spoke to his local license office and they told him that would not work, that the vehicle would need to be inspected by the Highway Patrol.  This is not correct, that procedure would only need to be done if the vehicle had been modified from a 2 wheel vehicle to 3 wheels.  Since this is a factory produced 3 wheel vehicle and the only issue is to correct the State's error, this does not apply to this case.  Nevertheless, we told Mr. ***** that we would handle the matter for him and get a corrected title in our name and provide that to him.  We sent the paperwork to the State to get the corrected title and will provide that to Mr. ***** as soon as we receive it.

  At no point did we ever tell Mr. ***** that there "was nothing we could do" about it.  The error was made by the State but we offered two solutions to Mr. ***** to correct it.  To make the process as simple as possible for Mr. ***** we applied for a corrected title at our expense.  We have cooperated in every way with Mr. ***** and will forward the title to him as soon as we receive it.