ComplaintsforMotion RC, LLC

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased an RC tank on sale and a toy hydraulic robot arm for my kid for Christmas. **** did not work out of the box; it initially tracked straight and only went in a circle thereafter. Looking at it, one side obviously has an issue with its drive train. Any resistance at all to that side and it binds up. The toy robot arm will not work either. What a huge disappointment. JUNK! Do not buy. It is the most fragile, poorly put together junk toys Ive ever seen.prolly on par with something that should be inside a claw machine. I emailed them to start an RMA and crickets. Huge regret buying from this company.

  

  Business response

  01/08/2024

  **** contacted us on 12/25 (Christmas day) to report a defective item. Our team was off for the holiday on 12/25 and 12/26. We returned to work on 12/27 to many emails and phone calls which took us a few days to work through. We responded to **** on 12/28 and verified the item was indeed defective. We promptly issued a refund. Unfortunately, we were backed up due to the holiday and it took a couple extra days to respond. 

  Customer response

  01/10/2024

   
  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

  12/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 11/29/2023 I purchased a ***************** M26 ********************* tank Professional Edition version with all metal driving wheels tracks ,idlers and guide wheels.The item is explicitly advertised as having the above listed components.I saw this item advertised with the item listing in video form from Motion RC along with written description of the item in the items listing on the Motion RC website.The video is also on ******* as Motion RC advertises on the platform frequently. The company offers 2 versions of this model "Upgraded"and "Professional Edition".It is clearly advertised verbally what the differences are between the two models and what they come with.The item i purchased did not come as advertised.The packaging clearly stated what the contents should be the packer checked the item off as correct and it is not.I have reached out to Motion RC with their own advertisement information and video clips asking for a resolution.I have various emails denying responsibility by Motion RC and most recently being told that they have advertising mistakes they do not offer the item that way regardless of the advertising video or product description.I asked several times for a reasonable explanation as to why they are advertising and selling the product fraudulently.The item is clearly advertised to be one thing the packaging also states what it is and includes a specific detailed item description for the special Profession edition type as well as a color photo of said components.I have verbalize this issue and sent photos as requested of all materials.I have been back and fourth with the service department seeking a resolution that will protect other consumers from this deception and address my incorrectly provided item. I have all email correspondents between this company and myself,screen shots of the item description and the video itself from motion RC advertising the product i have not received.I have received varying excuses and still i see the same misleading advertisements.

  

  Business response

  12/14/2023

  This customer ordered a ***************** *** ******** Professional Edition 1/16 Scale Battle Tank - RTR (part number HLG3838-002). **** received exactly what she ordered. Please see the attached screen shot of the Motion RC website showing the specifications. Our website specifications clearly show the professional edition of this tank has plastic road wheels and plastic idler wheels. The drive wheels, tanks tracks, and gearbox are indeed metal. ***************** tanks are very confusion because there is not consistency in the line. For example, 1/2 the ***************** professional tanks have metal road wheels and the other 1/2 do not. This is the way ***************** makes the professional editions. This is why some professional edition 1/16 ***************** tanks are less expensive than others. The professional edition *** ********************* tank you purchased is significantly less expensive than the ***************** professional edition tanks that do indeed have metal road wheels and metal idler wheels. Again, this is the choice of ***************** and how they manufacturer these tanks. To make it more confusing, ***************** puts a sticker and graphic on the outside and inside of the boxes that state all professional editions include metal road wheels and metal idler wheels. I assure you this is not the case as is clearly stated in the specification on our website. Attached is a list of some of the professional edition tank specifications. You can see they are al different. We took great pains to make sure ALL the specifications are correct on our website to avoid this exact situation. Unfortunately, the decal in your box is not accurate. Our website is accurate and the price on our website is accurate. You received exactly what you ordered. ***************** made the tank correctly but they put a confusing and inaccurate sticker and graphic in the box. We've asked them to remove these stickers and graphics in the past but it is impossible to get them to do so. I assure you there is no edition of the ***************** *** ******** tank that includes metal road wheels and metal idler wheels. We very clearly state this in the specifications on our website. If you are not happy with what you have received, we are happy to provide a 100% refund and pay for return shipping so you are not out any money. We want all of our customers to be 100% satisfied with their purchase. If you ever have any questions about what is or is not included with any ***************** tank, our website specifications are 100% accurate for each tank and our customer service team also has a master list of every tank and every feature of every tank. They can tell you exactly what is and is not included. We are always here and happy to help in any way we can.

  If you want to return the tank, please let us know. We will send you a pre-paid shipping label and we will provide a 100% refund as soon as we receive the tank from you. 

  Customer response

  12/14/2023

   
  Complaint: 20998539
  
  I am rejecting this response the retailer refuses to acknowledge there clearly deceitful advertising.I have brought this to their attention several times as well as the previously included screen shot of their product description.The retailer continues to deny they offer the product in the metal components trim but begining at 1:18 they very clearly explain what they are marketing and still are attempting to deny it.The item professional model is to include all metal road wheels, tracks,return idlers and suspension components,The video also clearly shows them on the vehicle.The retailer continues to deny it and are now attempting to mislead the BBB when the product clearly explained.If there remains any confusion on what is happening it is on the side of the retailer.The sales and demo video is a year old.If Motion RC doesn't sell the product anymore than it was their immediate responsibility to amend all of the advertising material,clearly they have not.

  In response to what the manufacturer packages and makes available to motion RC is solely done through the ordering process according to Motion RC and I have that information in an email sent to me by Motion RC.The product has been completely misrepresented by Motion RC they have had ample time to amend the product brochures and sales videos to prevent this.I can only assume this willful negligence on their part.I was willing to accept the correct item be sent to **** was willing to accept a partial credit for the balance difference of what the components they defrauded me of.All of wich were denied requests.

  The company even now continues to attempt to deny liability.

  Claims have been made now that the trim package they advertise and are not actually selling are not available.

  That too is a false claim as I have spent a lot of time checking other RC retailers for available trim package of this particular vehicle and found that I can in fact obtain it in the correct trim for the same price as well as many others.It's rather confusing to me that a company that orders all of the products and available trim packages and accessories cannot obtain the correct item or components as I was told it is up to the retailer to select all of that stuff when placing the orders.That comes directly from Ozzy of Motion RC and I have this is writing from him as well.Motion RC claims to offer excellent customer service and expert support yet seems unwilling to do what is clearly in their power to correct.

  I have since ordered the missing parts I was expecting to receive to bring the item to the advertised specification from another ***************** RC dealer.

  Sending the product back to Motion RC for anything less than an exchange for the item that was advertised ,That i was lead to believe i was purchasing would be doing nothing more than allowing Motion RC to "make the problem go away" . 

  During one of the many conversations with tech support team it was mention that they have made mistakes.However there really is no room for error with a visual description of the product as well as a written out description. One cannot advertise one thing and deliver another there are laws and protections in place for these reasons.

  The continued denial of responsibility by the retailer leads me to believe that they will never accept responsibility and will only further continue to challenge the advertising material they broadcast via ******* and their own website when it is extremely clear what is advertised.

  I encourage the BBB to review the video for yourself.There is also a screen shot of the items trim that is titled "durable tracks" from the Motion RC product description that explains the item to have metal road wheels and such.

  Further more I have several emails from Motion RC available to anyone at the BBB who would like to see them.

  :***************************************************************************************************************************
  

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

  

  Business response

  12/15/2023

  This customer clearly did not read the specifications on our website or look at any of the photos which 100% clearly and explicitly show and state the materials of each component on the ** tank. The manufacturer does not make the tank the way the customer is demanding. The customer is demanding we send a product that does not exist and we don't advertise exists. If it does exist for the same price, as the customer states, why not return the tank to us for a full refund and buy it elsewhere? We're offering to send a pre-paid shipping label. Our offer stands. If the customer is unhappy with the product, we will pay to have it returned to Motion RC and we will offer the customer a full refund. 

  Customer response

  12/18/2023

   
  Complaint: 20998539
  
  I am rejecting this response because:
  The retailer continues to refuse or acknowledge their responsibility for their advertising materials and information.Its clearly in the description it's clearly in the video.Shown very clearly yet the retailer continues to attempt to fall back on excuses. 

  I copied and pasted this from the retailers most previous statement and I will acknowledge it in the order it was written as it makes little sense.

  (Retailer statement):Begin: "The manufacturer does not make the tank the way the customer is demanding. The customer is demanding we send a product that does not exist and we don't advertise exists. If it does exist for the same price, as the customer states, why not return the tank to us for a full refund and buy it elsewhere?
  Sincerely,
  The manufacturer absolutely does manufacture the product with all metal running gear,,"Its visible in your video".Reply 2 The product absolutely does exist and it's in your own sales video and also available all over at many retailers and there are plenty of videos of it.

  3rd your comment "If it does exist" That's amusing as you are fully aware and in full knowledge that it does exist.

  For the final time you are advertising it for sale in your sales video and it has a direct link from ******* and with the product on the product page.Does Motion RC not review their sales material? 

  I noticed that the item sent in for review on your behalf of the ***************** items that it shows what 2 models of the M26 Pershing you are ordering and selling.I see that the Pershing pro in your lineup on that screen is  a Pershing ****-01 Pro.Wich is a different item number from what I ordered.

  On the Motion RC website the Pershing Professional with the metal parts description listed under it the "Durable tracks "outlining the inclusion of metal road wheels and such and the video link from your video is a model #****-02 .

  Now i know from your employee messaging to tell me that Motion RC orders all of the items in the trim they select.I don't see the 3828-02 on your list yet you are offering it? 

   It looks pretty poorly that these folks cannot keep something as important as inventory model numbers descriptions and trims in order.

  I would strongly urge that motion RC watch their videos,read all of the sales material and figure out what exactly you are advertising and what it is you want to sell and will provide your customers.

  It's been clear throughout all of this for anyone to see you are clearly neglecting to acknowledge and respond to your sales video and description.I would really like you to explain why that video is advertising to me a product and providing a direct sales link to it for a product you say does and does not exist?

  I've grown tired of what clearly isn't going anywhere within the realms of a responsible response or action.

  I offered a compromise to Motion RC immediately correcting all of your sales material to be 100% correct/ed.Before anyone else was lured in by false advertising and to offer me a partial refund of ***** the total cost out of pocket for the missing advertised components.I was told the advertising materials would be corrected as would the sales video.I was told that Motion RC doesn't have the money to refund me what I feel is fairly owed to me. 

  I have purchased 6 RC tank models from this company in sitting the last 30 days I don't believe finances to an issue I believe it to be a lack of commitment to their customer and an unwillingness to accept responsibility for their mistakes.

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

• Initial Complaint

  10/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the P802 RC truck and there were electrical issues so I returned it. Thinking, that it would not happen again I purchased the P802 with the crane and trailer. Well the truck again had electrical issues, so I sent it back for a replacement because I already put the trailer together. The replacement came and this time the electrical issues were there and the addition of the wheels not turning. This time around Motion RC sent back the P802 that was purchased with the crane and trailer and now the remote was not working. I spoke to ***** at Motion RC and he advised he wanted to issue a refund for all of it even through I advised I put it together. He insisted and we agreed to have all three products returned for a full refund. This all happened within the warranty, but now it has been a week and a half with no update on the return labels. I have emailed and called multiple times.

  

  Business response

  10/17/2023

  Dear customer,
  
  We received your request and assigned you Ticket #T239396
  
  Topic:
  Subject: You have a New Message from BBB Serving ******* and Northern ******** Complaint #********
  Submitted: 10/17/2023 2:35 PM
  
  A representative will follow-up with you as soon as possible. You can view this ticket's progress online.
  
  Need an answer now? - Try these great resources:
  

  • Help Center - Answers to frequently asked questions about order modification, product availability, shipping, product returns, and more.
  • Hobby Squawk RC Forum - The free on-line forum dedicated to RC airplanes, boats, cars, helicopters, tanks, ***************. Post your questions or comments and interact with thousands of other RC enthusiasts.
  • RC Knowledge Blog - This knowledgebase contains hundreds of articles with helpful tips and tricks for beginner to advanced RC modelers.

  
  Click here to view our Return Policy
  Click here to view our Product Warranty Policy
  
  Motion RC Customer Service  

• Initial Complaint

  08/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 7/18/23 I placed an order for a Fly Wing UH-1 **** 450 Size GPS Stabilized Helicopter RTF Order Number ******. The same day I received my order I attempted to fly the helicopter and it abruptly malfunctioned causing it to crash and incur damage. I quickly started looking on the internet to see if anyone else had encountered this because it just seemed like it was out of control, and I found 4 different videos of the exact same helicopter and the same issue. Everyone saying the same thing that the helicopter has a defective part causing this and that the manufactured had been notified. I reached out to Motion RC the next day and got a complete run a round from them, I first got incorrect information and then got some who did tell me to open a ticket which I did. I have been patient waiting to see if they would replace or at the very least send me the parts to fix the helicopter but yesterday I receive an email that tells me that the crash was most likely my fault and the manufacturer will not do anything about this. I spent $740.00 on this and now need over $100.00 in parts to fix it and Motion RC will do nothing about it. I understand they are the reseller of this product but if they are standing by their products then they need to make sure situation right.

  

  Business response

  08/11/2023

  The customer jumped the gun a bit. We sent all of the customer's information and evidence to the manufacturer (Fly Wing). Both Motion RC and the customer did not feel Fly Wing offered a satisfactory response. While we were busy typing an email to the customer explaining how ******************** was going to take care of the situation for him, the customer filed a ******************** response. The customer likely received our email with our remedy while he was filing this BBB complaint. The complaint was unnecessary and pre-mature since Motion RC handled the problem when the manufacturer felt it was easier to blame the customer. The customer is happy and taken care of. 

• Initial Complaint

  07/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Very simple issue, that is going to become a nasty problem. Purchased a 78 mm civil pilot bust as shown and described on the Motion RC website.It arrived well packed, and no damage. It was not the right pilot bust. The return approval process will not accept my reason for the return. So how do I proceed?? No phone calls answered.At this point I will just send the product back and ask for a refund, but they will not return any contact I have made. So I'm sorta stuck with a product that isn't what I ordered and no way to return or get refunded. Can you help?

  

  Business response

  07/13/2023

  It looks like the customer never tried to get in touch with ******************** and instead started a BBB case. We are very easy to get ahold of. Our phone number is on the top of every web page and our customer service hours are 5 days per week for 10 hours per day. You can reach us by chat, phone, or email. If you click help on our web page, you can see three methods of contact ************************************************************;   We are always available and ready to help.

  The customer placed a order for a $12 pilot figure. He did receive the wrong pilot figure due to an incorrect label from the factory. Once we were notified the customer received the wrong item, we immediately sent a replacement and told him to keep the incorrect pilot figure so he does not have the hassle of sending the other pilot back. This customer is all taken care of and we'd simply ask that he reach out to us by chat, phone, or email if there is ever an order problem. We are always quick to resolve any issues as you can see by the thousands of positive Motion RC reviews all over the internet. 

  Customer response

  07/14/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered product online. Money debited from my account. No email verification sent. No product sent. No effort to resolve the problem. Fraudulent company!!!!

  

  Business response

  06/30/2023

  Hi *******,

  Your credit card was declined 3 times in a row so your order was never completed. Please see the attached PDF showing the abandoned order and declined credit card messages. I 100% promise Motion RC never had any money from your card since it was declined. You bank is likely holding the amount of funds from the declined transaction. Some banks do this for 3 to 5 days. Again, this is your bank holding these funds because your card was declined as you can see from the attached. We offered to do a 3 way call with your bank to help resolve the issue since we are 100% sure this is a bank issue. We're still open to doing this with you if you want the help. Please don't let a mistake by your bank ruin the reputation of Motion RC. We have absolutely nothing to do with the problem though we are open to help by doing a 3 way call with you and your bank. Thank you for all your past business and we look forward to serving you in the future. 

• Initial Complaint

  05/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an RC Surfer 4 from MotionRC on April 28th, 2022 (Order Number ****** for $229). They committed to sending me a working RC Surfer 4. When I opened the box on May 4th, 2022, the trigger for the controller was broken off. I contacted them the same day to let them know the product would be useless until they provided me with a working controller. They responded the next day saying they don't deal with broken parts, and that I needed to contact the manufacturer Kyosho ******* and fill out / start the whole warranty claim process with them. That is not what I paid for. I paid for a working product to be delivered to me and they are now making me work with some other company and do all the leg work to get a working product. I still don't even know when or if I will actually get a working product because I have yet to hear anything back from Kyosho.I bought the product from MotionRC, and it is solely their responsibility to get me a working product, of which they are refusing to send.

  

  Business response

  05/25/2022

  The product you purchased is made by Kyosho. Kyosho has a unique warranty. Kyosho wants to be in 100% control of the warranty and service so they will not allow us to send you replacement parts directly. Kyosho, the manufacturer, wants all customers to come directly to them for replacements. I apologize that our customer service team did not explain this well. When our team realized you were uncomfortable with this, they should have offered to setup a conference call with you and Kyosho to get the replacement you need. We absolutely stand behind everything we sell and we will make 100% sure Kyosho takes care of you. We will be reaching out to you to make sure Kyosho has replaced the broken part and we will setup a call with them if this has not happened yet.

• Initial Complaint

  05/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a rc model of a Ju52 about a year or so ago. I crashed it first flight.My error. It is reasonably easy to repair except that the replacement parts I need are never available.Second complaint. Motion is still selling this model knowing full well that replacement parts are not available

  

  Business response

  05/25/2022

  Due to the pandemic, we have not received any shipments from this manufacturer in a year. These balsa planes are made in ******* and unfortunately the country shut down their businesses for the better part of 2021. The manufacturer is finally up and running again but they lost their balsa wood supply to termites during the last government shutdown because they were not there to spray for termites. They are now obtaining new balsa wood, which is difficult to find. Once the balsa wood arrives it must be dried before it can be used. Our next delivery from this factory will likely not be until fall of 2022. We apologize but this is 100% beyond our control and completely due to the pandemic and ongoing global supply chain issues. One of our customer service reps will reach out to you to find out what parts you need and make sure they are on order. Again, it is going to be some time before the manufacturer is fully up and running again. Once they finally ship our order, it will take 3 months to arrive due to the massive supply chain problems in ******* and around the world. 

*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. ↩