Complaints

This profile includes complaints for United Motorsports's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  United Motorsports

  3180 Richmond Rd Ste. 100 Lexington, KY 40509-1596

• 

  United Motorsports

  1518 Cumberland Ave Middlesboro, KY 40965-1223

• 

  United Motorsports

  1618 Northgate Dr Richmond, KY 40475-1066

• 

  United Motorsports

  1188 S Mayo Trl Broad Bottom, KY 41501-2203

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:06/11/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 2023 Sanger 237 wakeboard from them back in 2023, it has been a nightmare ever since. December of 2024 I had the service department perform some regular maintenance on the boat and was informed that the boat was in proper condition to be ran on the water for the season, it was anything but. Fast forward to summer and learn the service department misinformed me and the boat was left with many internal components left undone. This lead to the boat overheating and causing nearly $10000 worth of damage! The issue was brought up to the management staff and quickly dismissed as they refused to be held accountable for the carelessness of the service department.

• Initial Complaint

  Date:05/23/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Unaware I bought the extended warranties: Bought a 2025 Honda Rancher for around $9,000 in November of 2024. Honda salesman was a good guy. I wanted to financé the four wheeler, so later that afternoon I go to the business dept and sit down with ****. **** (no longer employed there) is a very fast talker, going on and on about the fantastic deal he got me on financing, with the awesome rate and how he got Honda to throw in an extended warranty. He said he used to work for a Honda car dealership so he had connections with Honda finance. I sign all the paper work, get the bike and leave with a warm fuzzy feeling. I set up auto pay later that month and don’t think much about it until this month. I log into Honda financial to check the headway I’m making on paying down principal and notice my statement says I owed $12,000 on the four wheeler. I go find my paperwork and find an envelope stuffed in it with 3 service contracts I had signed totaling $4,000. Yes, $4,000 of extended warranties on a $9,000 four wheeler I was unaware I was signing up for.
  
  I have been in the process with **** for a couple weeks after this finding to get the warranties cancelled. He has tried to be helpful, but he leans on **** for support in canceling these. **** wasn’t in today, so I spoke with **** for the first time. It was the rudest, most impatient conversation I’ve ever had with a representative of a business. He said he had a customer in his office, and if I were that customer I would’ve gotten up and walked out. The condescending tone, and impatience was so troubling I find it hard to believe he would actually speak that way to a CUSTOMER with a customer in his office.
  
  He said I would be charged immense fees for canceling these contracts both from the dealership and the warranty provider. After speaking with him I contacted the warranty company and they acted like it was no big deal, I put some information in through a link and the contracts are in the process of being cancelled.

• Initial Complaint

  Date:05/05/2025

  Type:Billing 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 two new 2024 Sea-Doo Limited 300s from United Motorsports Lexington. When I inquired about availability, I was informed that two were in stock, which led me to come in, complete the paperwork/purchase, and plan for a pickup a couple of weeks later.
  
  This past weekend, while preparing the units for the lake, I discovered that one of the jet skis was missing a key. That led me to inspect the unit more closely. I found multiple concerning discrepancies:
  
  One jet ski had a fire extinguisher, emergency kit, whistle, and a cover that had been opened. The manual had water damage. This was the ski without the key.
  
  The second jet ski appeared untouched, with a still-packaged cover and no accessories (as sold from the factory).
  
  Upon further inspection of the first ski, I noticed water marks and significant scratches underneath, indicating prior use.
  
  I contacted the store who advised me to come in for a new key. When I arrived Thursday, I was able to inspect the unit with ******* Even before powering it on, signs of use were evident — the hull and storage compartments showed wear. Once we programmed the key and started the unit, we discovered that it had over 13 hours of usage and had been driven 276 miles, including speeds up to 73 MPH — all while the machine was still in its break-in period.
  
  I have gotten the runaround and every excuse you can imagine as to why this happened. Long story short I was sold a used/demo Sea Doo that was represented as brand new. They have acknowledged that the Sea Doo was Demoed but are willing to do nothing to resolve their misrepresentation.

  Business Response

  Date: 05/06/2025

  We have offered *** ********* a few options.  One he could bring the demo ski back for a full credit in the amount he paid.  We do not have any 2024 models left and in 2025 they upgrade the engine size in the model he has.  We offered to sell the 2025 at invoice but he wanted both ski's to match.  We then offered to take both ski's back because when the sales manager did his buyer's order back in February when he purchased the ski's he gave him demo credit on both which was a $10,900 discount and it should've only been $5450.00.  We were fine with giving him a credit in the exact amount he paid toward two 2025 upgraded models at invoice and he could pay the difference.  *** ********* refused because he wanted the two 2025 upgraded models at no additional charge which is totally unreasonable.  I addressed his concerns about the hours with my service manager and he offered to do the first service when the demo unit had enough hours on it or he would do it before it was due if that's what *** ********* requested.   *** ********* refused that option.  Both his 2024 models have been titled in his name and been in his possession since February.    I assure you this discussion has been taking all the way up the management chain of United Motorsports and there is nothing else we can offer or do for *** *********.

  Customer Answer

  Date: 05/07/2025

  
  
  The statements made in your recent response are inaccurate. We absolutely did expect both skis to match—that was the entire reason we purchased two identical units. The offer to provide credit for the demo ski is not an acceptable resolution, as we would be left with mismatched skis, which defeats the purpose of the purchase.
  At no point did your team initially offer to refund both skis. I was the one who proposed this as a resolution during my conversation with Donald, but I was told by the manager that this would not be possible and that only the demo ski would be refunded. According to your latest communication, you are now claiming that you are willing to refund both skis. If you are indeed willing to follow through with that, we are prepared to return both skis in exchange for a full refund. This would satisfactorily resolve the issue.
  Regarding the ski titles: of course they are titled. You handle the titling when the skis are sold—we did not request or initiate that process, your business did.
  Additionally, the assertion that the demo discount was mistakenly applied to both skis is clearly false. The ******** post advertising the promotion supports our position. Furthermore, for the record, I was never offered a free first service, contrary to your claim.
  We look forward to your confirmation that both skis will be refunded in full upon return so we can consider this matter closed.
  
  
  

• Initial Complaint

  Date:04/29/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Visiting the store on April 24th and paid $500 deposit for a UTV to be purchased the next day. Called multiple times the next day and finally went to the store to find the UTV was still not there with non time frame of delivery. After calling the main office in Lexington to speak to the Manager, someone else returned the call to tell me that the UTV was coded wrong and that it was an unknown delivery date. But offered free delivery and I said I would think about it and call back Monday as the item was still held with my deposit. Called today Monday April 28th at 12 and 4 pm and spoke to 2 different people who took messages that someone would call me back. Still haven't heard back from anyone. At a minimum this should be considered poor ethical values on the company and very easily criminal for theft by deception, passing the assumption that an item was available to conjure a deposit. I am also going to miss out on the $250 military rebate that is being offered by the corporation if the sale is not completed by April 30th.

• Initial Complaint

  Date:04/25/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Purchased a boat in March 2025, drove 7 hours to purchase, having already sent 1/2 deposit before arrival. MANY cracks in the gelcoat that were not mentioned or pictured beforehand, wasn't pleased, but I could live with it because they agreed to pay title/registration fees for the boat and trailer.
  
  Fast forward three weeks, the title for the boat arrives in the mail, but it was the original title, signed over to me. So I still have to go pay taxes and registration fees to get the title in my name, (will total over $500, not counting the trailer registration, which will likely be around $100)
  
  Now the really bad---They didn't have at the time of sale, and still don't have more than a month later the title for the trailer. I have emailed and called them, they have seemingly no care to make this right.

• Initial Complaint

  Date:11/11/2024

  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 dropped my daughter’s Honda TRX 90 off for service on June 12, 2024 to repair a squeaking/squealing noise. This ATV had minimal use and shouldn’t have had this happening. Months went by without hearing anything. I figured they were busy. I finally called to check the status and the dealership said it was ready for pickup. I then had a death in the family and a few other issues that I had to deal with and they said it was no problem that I could leave it as long as needed. Called back on November 5th to verify again it was fixed and it was ready for pickup. The service advisor stated it was. I told him I would pick it up on November 6th. I picked up on November 6th with the same issues and squeaking/squealing that I had originally dropped it off to have repaired along with a dead battery. Service Advisor acknowledged the squealing noise was still present as we pushed it across the parking lot to load on my trailer. Then stated “it was fixed previously.” Even though he brought it straight from the garage to the front of the building and then we pushed it across the parking lot without anymore use. I even purchased a new battery. Very unprofessional disorganized service department. Drove almost 2 hours. Will be looking for a new dealership. Do NOT recommend. Buyer beware.

  Business Response

  Date: 12/06/2024

  We have reached out the customer via phone.  Unfortunately, we were unable to connect with him directly and had to leave a voicemail.  We are happy to address whatever concerns he has about his unit whenever we can get the machine back to our facility.  

• Initial Complaint

  Date:09/03/2024

  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 were searching for a new fifth wheel camper and came across one via ******** *********** that was listed by ****** ****** ******* (salesperson at United Motorsports). We spoke with **** a few times on the phone about the camper. We live nearly 2 hours away from the dealership. We asked about putting a $500 deposit down on the camper to “hold” it and so that they would not sell it out from under us. We asked if this $500 deposit was refundable, incase we got there and didn’t want to move forward with purchasing, and we were told YES it is refundable. Once by ****** and we cannot recall the name of the other employee who told us it was refundable. The next day we found a camper we liked better, closer to home, so we called United Motorsports to let them know that we would not be moving forward and that they could refund the $500 deposit. Suddenly, **** became very hostile in telling us that the deposit was non-refundable but she would talk with her manager to see what she could do. It took calling back TWICE to get **** to tell us again it was non-refundable and “sorry about our luck”. We asked to speak with the manager and were told the same thing. Eventually the manager said he would give us half back ($250) and that they had lost out on selling this particular camper 5-6 times because we had the deposit on it. The manager also told us they had completely taken the camper off the market, which was untrue because we were still looking at the listing online. I placed a Google and Facebook review warning other consumers of this businesses operating standards. **** ****** General Manager, responded to the Google review asking us to contact him. We have called and left messages 3 times and emailed once, but have yet to hear a single word from him.

  Business Response

  Date: 09/05/2024

  Sounds like **** ******** needs to talk to *** *********  He called me and explained that he was purchasing locally and wanted his deposit back.  He did admit that it was explained to him that it was a non-refundable deposit because at that moment we had other customers on that unit.  *** ******** asked if I would be OK with splitting the $500 deposit and only keeping half and refunding $250.  Although not what was originally agreed upon, I agreed to refund $250 of the $500.  *** ******** stated that was satisfactory and to my knowledge the $250 has been refunded.

   

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

  United Motorsports and RV
  ************

  Customer Answer

  Date: 09/05/2024

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

  What an absolute joke of a company United is. Tell me why no phone calls were even returned and why no emails were ever responded to. We were told TWICE that this deposit was refundable. Sounds to me this company needs to do some training of employees, so that they’re all on the same page. And while they’re at it they need to do some training on how to speak with a customer. Refund our FULL deposit since we were told twice it was refundable. We never signed ANY legally, binding paperwork that this deposit was non-refundable. 

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

• Initial Complaint

  Date:07/15/2024

  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.

  purchased a 2021 can am maverick in November 2023. I have only put 200 miles on it, took to a Memorial Day ride and machine started to overheat. After a certified can am mechanic looked at my machine he told me the motor was hooked up wrong and provided video and photos. The coolant line was ran into the transmission, the turbo was not hooked up and the motor was placed together with hardware that looked like it came from a local hardware store. Reached out a Sales manager, he had told me over the phone the previous motor had been blown up and when I asked him if I should have been told that when I bought the machine his response was “we have no legal obligation to tell you anything” also tried to put the blame on the certified mechanic saying he probably did something to the machine then asked me what I did to the machine, seeing as I don’t even know how to change the oil I did absolutely nothing. luckily I recorded these conversations. I keep reaching out and keep getting told the machine will be sold for me but nothing has happened and United has been in possession of the machine since early June. It’s obvious United sold me a lemon and they knew the previous owner had blown the machine up. When speaking with gm he has made me aware that service department had told him the machine was brought to them wrecked…. The machine was never wrecked and that is just another ploy to avoid accountability. I have before and after pics of every ride with this machine and it was never miss treated. All I’m asking for is the proper help getting out of this machine and someone to own what they have sold me is junk. Everything is documented and I have reached out for legal representation and plan pursue if my matter cannot be resolved in a timely manner past this report. I’m over the back and forth with no resolution so I am officially filing this report until a solution is agreed upon.

  Business Response

  Date: 07/15/2024

  Hello,

  ***** *** purchased 10/30/23 and did not bring up an issue until 6/6/24 with the unit purchased. ***** *** signed a "Used As Is" form when purchasing the machine. Since bringing up the issue, we have been trying to help him out in every way possible and even trying to sell his machine. It is currently at our dealership for sale with the sales guys trying to sell it.

  Customer Answer

  Date: 07/15/2024

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

  machine was not used enough to show any issues up until the date the machine was brought to ******* when the summer months came and it was time to ride I then noticed the issues, prior to summer months machine was parked in a garage. Once the machine had shown errors blame was pushed on myself and the certified mechanic that diagnosed the problem. It is understood I signed “used as is” however critical information about the machine was never disclosed to me durning the purchase. Text back and forth with the salesman shows that he states the machine is “basically new” and “no issues” all information under false pretense to persuade me in to buying the machine. I am understanding in the fact that it takes time to sale these machines however since 6/6/24 when the machine was dropped off nothing has been done or posted on the United motorsports pages to help promote the sale of this machine. I would just like the full support of United to back up the item they sold me as “basically new” and resolve this issue. As stated before, I can share all the text with salesman, phone conversations with two sales managers and gm I can also provide any photos or services on the machine. 

  
  
  
  Sincerely,
  
  
  
  ***** ***

• Initial Complaint

  Date:04/10/2024

  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.

  Bought a new 2024 Kawasaki krx 1000 on 03/22/24, was told by ***** in accounting the bank they had me going thru would give a discount if I would take the extended warranty,in sum of $2499 which I questioned somewhat but it was after hours for the bank so. Following Monday I call bank and they told me they didn’t ask for any any warranty or extra fee if I didn’t take extended warranty, I call ***** and after lie on top of lie he said he would cancel the extended warranty but it would cost $99 for warranty company to cancel reluctant I said cancel it and then proceeded to read service contract and it plainly states 100% of cost would be returned to my creditor. Sent ***** a message stating everything and now he will not reply back now and still hasn’t canceled my extended warranty. And no refund As of (04/10/2024). Looking as theft by deception)

  Business Response

  Date: 05/08/2024

  ***** ****** sent ***** ****** ******* manager the account number 2 days ago. The check will go to the lien holder to put towards the loan, not the customer.  Once the warranty is canceled, we have to issue the check to Northwest. We have been waiting on the customer to send their account number so the check could be assigned to that account. 

• Initial Complaint

  Date:02/19/2024

  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.

  I went to United Motorsports looking to trade in an ATV for a Ranger 1000.
  After 2 days of negotiations I and the sales person and both managers agreed on prices for both the trade and the new UTV.
  It was agreed that the business was able to use my application for Farm Tax exemption since I had not received the number from the state.
  This again was agreed on by the main store manager and sales manager.
  I went to the store to complete the transaction, signed the agreement with the sales rep and was led to the finance office.
  As soon as I sat down they decided to change the agreement and told me I would now have to pay over $600 extra to cover taxes until my exemption number came in.
  
  I have several texts and other communications showing the agreement had been made yet they refused to honor their end of the deal.
  
  I had to take a day off work, load my ATV on a trailer and and drive one hour to this business after the deal was confirmed via phone call and text.

  Business Response

  Date: 05/08/2024

  We did not sell *********** ******** a unit in 2024.  He purchased in 2019 when Ky did not require a farm tax exemption number but only a form to be filled out by the customer.   He came in the dealership in Feb of this year to purchase a another unit but he didn't have his farm exemption number or any form showing he had applied for the exemption.  We can not allow a customer to be tax exempt because they verbally say they are exempted.  He leaves and goes to our sister location in Richmond and he tries to get them to sell the unit without taxes.  They explained the same thing.  He decides to pay the taxes and we get the unit ready.  He comes back to the Lexington location to make the purchase then decides to offer a lower price and we couldn't do the price so he gets upset and leaves again.