ComplaintsforSYX Moto

• Initial Complaint

  10/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a brand new dirt bike off this business website syx motor, delivered august 26 for our son for his birthday in September . Since arrival the bike does not run. It will not start without choke on and when we turn off it turns off. We have emailed many times about the issue and keep getting the same response on how they believe to fix it. They state to turn choke off and start.. which we have clearly stated we cannot do. Now they want us to take to repair shop and spend more money on a brand new product . We have asked for refund multiple emails and they kept pushing it out until now we are past our 30 days for warranty. All I want is a refund and then to provide cost to ship back . As we should not have to pay for a broken item .

  Business response

  11/02/2023

  To whom it may concern,
  We are so sorry for not offering a perfect after-sale experience to this customer, but regarding this order we dont think we are responsible for any bad feedback. 
  Regarding the customer's bike not stay running, we are happy to solve the problem for the customer first. After the customer raised questions, we consulted the engineer and told the customer that the choke should be opened in the ON position to keep the it running, but the customer always stressed that the bike could not run if the **********;was in the OFF position. This led to several back and forth conversations. We do not undertand why the customer wants to put it off, just like to run a bike with no oil, that is impossible.

  Secondly, due to the customer's continuous feedback that the bike cant run continuously, we agreed the customer for a refund. Although the order has exceeded the warranty period, we are still willing to provide the return and refund service to the customer. We also told the customer that we would send him a return label after he sent the photo of the package, and we would give him a refund after receiving the return at our warehouse. In addition, our return label is prepaid. According to our return policy, we can't provide a full refund. Please review the link: *********************************************************
  We dont think we are responsible for any bad feedback. Please help us repeal this compliant. Thank you.

• Initial Complaint

  09/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased bike, wouldnt start from day 1. Proper fuel, choke, voltage, etc. I have many dirt bikes and understand engines. Not user error. Finally got the bike running, once. Electric start doesnt work although battery reads **** volts. Battery states it only needs ****v to start. That is not true. Pulled the pull start, yes even steady pull, and it started clicking immediately. **** thing broke on the very first pull. Syx offers weak warranties, 30 days HAHA theyre built to fall apart. Company is a scam. *** reached out multiple times over a 30 day period asking for help, and only AFTER the warranty expired did I receive a response telling me they cant help because its out of warranty. If they had responded in a timely manner, it wouldnt have been out of warranty. 30 day warranty is bogus for a company to offer also. Gas tank was loose and had a hole in it. Leaked gas all over my kid. Refuses to start. Fully charged battery - electric start doesnt work. Ive had to replace the fuse ATLEAST 5 times because every time I try the electric start it blows the fuse. Its not fair to a consumer to sell junk items at high prices and do NOTHING to satisfy the customer. Filing complaints with corporate SYX, Amazon, BBB and attorney generals office.

  Business response

  11/02/2023

  To whom it may concern,
  We are so sorry for not offering a perfect after-sale experience to this customer, but regarding this order we dont think we are responsible for any bad feedback. 
  Firstly, we can't find his order information with the name, address and the phone number in this compliant. If you can provide more useful order information that we can kindly provide technical support and after-sale service under the warranty.

  Secondly, from this compliant, we can see that his order is out of warranty, please review the link: ***************************************************************; we can still kindly provide technical support  for the customer.
  We dont think we are responsible for any bad feedback. Please help us repeal this compliant. Thank you.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased an engine on May 1st 2023. I paid $153.12. There is less than two hours on the motor and it has lost all spark. I have tried their live chat which is only a generic txt line, to get this resolved. I am only getting a generic answer back which goes in circles. There is no other way to contact them, I have tried thee times

  Business response

  09/08/2023

  To whom it may concern,

  We are so sorry for not offering a perfect after-sale experience to this customer, but regarding this order we dont think we are responsible for any bad feedback.

  The customer purchased the engine on May 1, 2023, and did not contact us until May 24, 2023 with engine problems.

  It has exceeded our warranty period, but we are still willing to provide customers with after-sales service.

  We have tried our best to help the customer solve the problem, but the customer keeps repeating the problem without giving us the appropriate reply and relevant information.

  And during the period, we provided the customer with the corresponding maintenance methods, but still did not get the customer's response.

  The customer never contacted us again. We treat every customer sincerely to solve their problems.

  However, sometimes the customer does not reply or cannot provide the corresponding damage information, so we cannot provide further help for the customer.

  Please kindly help us repeal this compliant. Thank you.

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my son a sxymoto roost in May. Bike has had many problems. Bike is about 4 months old woth 10-15 hours or ride time. Bike is leaking oil from front shock and company refuses to fix it saying its normal wear and tear. 2nd issue now is that the motor is burning oil and smoking. Company asked for videos. I listed 2 on YouTube Cleary showing Bike smoking while running. Waited about a week for them to review and respond. Now they want me to bring Bike to a certified shop to have it diagnosed and for me to pay for it. I have read there warranty many times and it doesn't say anything that owner would have to have Bike diagnosed by a perfessional shop before they will honor there warranty and now refuse to send parts that are covered under warranty to fix my son's bike.

  Business response

  12/02/2022

  Business Response /* (1000, 5, 2022/09/21) */ We sent a new carburetor to customer on June 22 and follow up the problems with the buyer all the time. So we have fulfilled the seller's responsibility. Consumer Response /* (3000, 7, 2022/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Correct. Issue is now is the engine is now smoking and burning oil. Engine needs to be replaced and bike is still under the 1 year warranty so I need a replacement. I have sent videos of bike smoking clearly showing issue and you have seen them. https://youtube.com/shorts/2NW-J-uandg?feature=share

• Initial Complaint

  08/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a 50cc dirt bike from Syx Moto on august 10th. I was shipped training wheels and never the bike. Sent several emails regarding the bike and why I didn't receive it. I did not get a response until August 23rd and all it said is "we will ship your bike tomorrow". This is very unprofessional and feels like a scam. Why was the bike never sent? $600 and they forget to send the bike? I should be refunded my money and not charged all their little fees for their errors. At this point I would rather buy a bike from somewhere else.

  Business response

  11/03/2022

  Business Response /* (1000, 5, 2022/09/09) */ We sent a trainning wheel to the customer on August 11. However, the red bike ordered by the customer at that time was out of stock. We failed to send it successfully. Later, the customer came to us, and we sent the customer a new red bike in time when we had stock. The following is the tracking number of the trainning wheel and the new red bike. PAD50-1TW_BLACK XXXXXXXXXXXXXXXXXXXXXX USPS PAD50-1_RED 1Z3Y58RXXXXXXXXXXX UPS I think we have done our duty as a seller.

• Initial Complaint

  08/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Initial order of SYX MOTO Kids Mini Dirt Bike Gas Power 2-Stroke 50cc Motorcycle Holeshot received on 6/24/22. The bike had a clear manufacturer defect and it broke while my 10 year old was riding it. Contacted the seller on 6/30/22. After numerous back and forth, the seller sent a replacement and that was received on 7/15/22. However, my son was deathly scared of even getting on the bike again once he saw the replacement arrive, so i never opened the box and contacted the seller to ask for a return. They are very adamant that this cannot be returned and are basing the warranty date of the original item and are saying the replacement item (which is brand new, unopened in a box) cannot be returned because it is out of warranty. How can an item i just received two weeks ago be out of warranty? I would like to return this item and get my refund of $489 for the purchase price.

  Business response

  09/23/2022

  Business Response /* (1000, 5, 2022/08/12) */ The customer placed an order on Jun 20 and received it on Jun 24. Contacted us on Jun 30 and said that the rear suspension was broken, and hoped to replace it with a new bike. We replaced a new bike for the customer. Customer received the new bike on Jul 15 and contacted us on Jul 24 saying to return it for a refund. After discussions within our company, we have let customer return the product for a refund. However, we have deducted round-shipping fee from the refund as the replacement bike is not defective, and the return reason is that customer no longer need this bike.This charge complies with Amazon's regulations.

• Initial Complaint

  06/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased an electric balance bike for our son for Christmas he rode it around the house for maybe 3 minutes. Now that the weather is warming up he has wanted to ride outside. First problem was the throttle piece was broken and the tire was flat. At their recommendation i ordered the parts needed. They were unable to provide a manual or installation instructions. I took to a local e bike repair shop, the bike is unrepairable as all the wires were glued together! When i contacted them they offered no resolution, were cold and wouldn't provide any help. These are poor horribly built products that the company does not stand behind.

  Business response

  08/05/2022

  Business Response /* (1000, 5, 2022/06/13) */ I would be happy to look into this issue to help resolve it but Can you please provide the order number, nothing comes up under the email address provided so I am unable to look into the order details. Thank you in advance. Consumer Response /* (3000, 12, 2022/06/27) */ Order was placed through Amazon. XXX-XXXXXXX-XXXXXXX I also places several additional parts orders at the request of your support staff to try to resolve the issues. Business Response /* (4000, 14, 2022/07/01) */ I see 2 interactions with the parts department March 19 and again June 4. I will contact parts and have them assist you with the parts you need for your Christmas present. Please be advised it was out of warranty when you contacted us in March so the replacement parts will need to be paid for. I will request a discount for the headache and to attempt to resolve this issue. Consumer Response /* (4200, 16, 2022/07/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) As originally stated: the bike is UNREPAIRABLE due to the wiring internally being all glued together. I already spent the money ordering the parts your people recommended- and they didn't even send all the parts needed and said i needed to pay additionally if you look back through the ENTIRE correspondence. I also stated the bike had not been used as it was December in Utah and was finally warming up in march when we realized it was not working, the warranty info is not stated under the product warranty and is not clearly stated on any paper work received with the bike. Highly dissatisfied with the service- or lack there of. Business Response /* (4000, 19, 2022/07/05) */ I apologize you are dissatisfied but our warranty is clearly stated. I understand you did not open it until march however it was out of warranty by then. Off-road: ATVs / 4 Wheelers, Dirt Bikes ATVs 50cc and under off-road units engine/motor is covered to be free from manufacturer defect for three (3) months. Parts are covered under warranty to be free from manufacturer defects for one (1) month. Consumer Response /* (4200, 21, 2022/07/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no resolution. The bike they manufactured was extremely poor workmanship and was glued together Rather then properly assembled so repairs could take place. There has been no resolution thus far- the amazon listing states there is a longer more comprehensive warranty- either way i am stuck witha broken product repairs are unable to be done on due to your poor workmanship and definition of quality products- the bike is not repairable due to how your company assembled it and cut corners. Like i said i already am out the cost of buying those parts you guys recommended.

• Initial Complaint

  01/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Ordered the SYXMOTO Tank (Order #: ********* as a Christmas gift for a 5 year old. He got one ride out of it, and on charging it for the next time realized that the battery will not charge no matter how long it is plugged in or where. I'm not sure if it's a battery issue or what, but I've reached out to customer service multiple times and have been asked to "be patient". I can't even call to talk to anyone on the phone. The ATV cost over $850.00.

  Business response

  02/22/2022

  Business Response /* (1000, 5, 2022/01/25) */ I apologize we were affected by Covid19 at the end of December and due to the large volume of orders and being short-handed we are behind and doing our best to address every customers concern with limited staff. You are important to us and would definitely help with your battery we only have 1 rep handling these calls at this time, that is why we requested patience and understanding.

• Initial Complaint

  01/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a dirt bike from SYXMoto via Amazon and the bike arrived mangled and bent beyond repair. I also ordered some training wheels to go with the bike but these were purchased from the SYXMoto website directly. I initiated a return of the dirt bike which was honored and handled via Amazon and received a full refund for the item. However, I have been trying to return the training wheels for close to a month now. I attempted multiple forms of contact to get ahold of someone and after a week or so, got a reply. After a few emails exchanged, we agreed there would be no restocking fee and I would have to pay for return shipping - which I agreed to. I fully expected the next email from them to be my return label however they have not replied back to me in close to 2 weeks now. Ive sent in numerous follow ups and no one seems to want to reply to me. Please help.

  Business response

  02/23/2022

  Business Response /* (1000, 7, 2022/02/07) */ Hello, can you please provide the order number for the trainning wheels so we can get you a return label?

• Initial Complaint

  01/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a 50cc Pull Start Mini Dirt Bike Gas Powered 2-Stroke Off Road Pit Bike on 12/15/21. I financed the purchase through Affirm. The purchase was received later than expected ( it was a Christmas gift for our son) and I had already purchased a similar item to replace it. The item is in its original packaging and unopened. I made repeated attempts via live chat and emails on a daily basis since 1/2/22 to obtain return approval and direction as this is their policy. I have received no response. So I am currently left with a brand new, unopened 446.00$ item that I do not need/want d/t shipping delays and the company won't respond to allow me to return. I have attempted to contact them through all possible means.

  Business response

  02/21/2022

  Business Response /* (1000, 5, 2022/01/20) */ Hi there, our customer service sent the return label on Jan 12. Please note that due to COVID-19 and the past busy holiday season, there might be a delay in response. Thanks for understanding! Thanks!

*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. ↩