ComplaintsforMassimo Motor Sports LLC

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My batteries have died. I bought it in August 1 of 2023 in January 2024. My batteries are dead. They are continental batteries, sealed units acid lead and now I have to replace them very expensive not getting any help from Massimo or continental batteries reached out many times no help! Beware !!!

• Initial Complaint

  02/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Claim # ***** I purchased a Massimo T-Boss 750X through a dealer in ***********, **, ***************************** on 12/21/22. Prior to the expiration of the 1 year warranty period I took the vehicle to Lone Star due to issues that related to shifting gears and it being stuck in reverse gear. Lone Star contacted Massimo @ ************ and spoke with ****** and **** on several occasions and had called numerous occasions when there was no response and only left voice mails. A determination was made over the phone that the vehicle had internal transmission problems and not all of the parts would be covered under the warranty. Lone Star stated that they have never had any training in this arena and they could only replace the entire transmission. Lone Star stated the Massimo warranty runs through a portal so most of the time they don't know who is actually handling the claim. Other than the aforementioned reps from Massimo, Lone Star stated that they spoke with a sales **** ************************* on 12/26/23, 12/28/23, 12/29/23, 1/2/24 and 1/18/24. On 1/18/24, ***** said that she was "forwarding it up the ladder" and since that time, there had been no further contact.As indicated on one of my uploads, I have contacted Massimo on 3 different occasions and have left voice mails, but I have had no response.I am in a situation where my vehicle has been sitting outside in the weather at Lone Star and has been now for over 2 months. Lone Star has indicated that they have no other recourse and it is out of their hands.I would appreciate any assistance in handling my situation in the best possible manner.Thank you,*************************

• Initial Complaint

  02/14/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On Jan 17, 2024 I received authorization to return a purchase I had made to Massimo Motors (RA05281). I sent the item by **** Tracking **********************. It was received by Massimo Motors on 1/22/2024. On Jan 29, 2024 I called their customer service (It took 5 calls with no answer over 3 days). They said I would have a refund in the next 5 to 10 days. On Feb 8, 2024, I called customer service and was told I must send email to accounting@massimotomotor requesting the refund. When I sent the message I received the following: Delivery has failed to these recipients or groups:accounting@massimotomotor?Your message wasn't delivered because the recipient's mailbox is undergoing maintenance and can't accept messages now. Please try resending the message later. I have sent the message on 2/10, 2/12, 2/23, and today 2/14. I also tried calling again and was told after waiting 15 minutes on hold, that I must try later.Is there any possible way you could help me get my refund?

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new Massimo T-Boss 550, in May 2023 at ************* At the 5 month ***** the head gasket blew out . the warranty was/is 111 miles over the ***** mile limit. I brought the unit in to an authorized Massimo dealer, where the repair work will be done (still waiting for parts- 2 months later (!?!).I sent emails to the company and they stated they would give me a 20% discount on parts. But it is proving impossible to get ahold of someone there to actually give me the discount. I have spent hours on hold, without getting thru, left messages that are never returned, as well as email also never returned. Personally, I feel the company should pay for all the parts on a 5 month old machine , as well as the time I have spent trying to get help. My claim #= *****. The case #= 13228.As excited as I was to purchase this machine (and it is a good looking utv), dealing with this company so far has been nothing short of migraine inducing. please help.

  

  Business response

  12/15/2023

  Massimo Motors did not sell this vehicle to this individual, they stated they purchased this from Fleet Farm. We cannot comment or reply to claims submitted to our company that do not pertain to our company. The individual would need to go to the person they purchased this vehicle from and file the BBB case with that company. Please remove this case from our profile. 

  Customer response

  12/15/2023

  I am rejecting this response because:   It does not matter where I purchased vehicle, Massimo covers the warranty (I cannot believe that was the companies response). This company (so far), has had the absolute worst customer service I have dealt with in my 61 years on this earth. They can resolve this by giving me the 20% off parts they offered (that amounts to approx $120, while my part of repairs for a 5 month old utv is approx. $1,100. 

  

  Business response

  03/05/2024

  We already offered the customer the discount. 

  We responded to the case after the customer threatened to file a ******************** complaint to get their way.

  They didn't work so now to resolve the case they want the discount for the non warranty item we already offered.

  So now we must suffer a BBB complaint because the customer tried to use the ******************** to extort Massimo to get their way? This case should be deleted from our profile.  That is our stance. Massimo's reputation should not be punished for this type of consumer behavior. 

  

  Business response

  03/08/2024

  We already offered the customer the discount. 

  We responded to the case after the customer threatened to file a ******************** complaint to get their way.

  They didn't work so now to resolve the case they want the discount for the non warranty item we already offered.

  So now we must suffer a BBB complaint because the customer tried to use the ******************** to extort Massimo to get their way? This case should be deleted from our profile.  That is our stance. Massimo's reputation should not be punished for this type of consumer behavior. 

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased Massimo in March 2023 - a few days later it wouldn't work and we took to nearby service provider- the service provider has had our Massimo since March and it is now 11/29/2023. We have been paying on an $18,000 machine - this is not customer service. Our machine at the service providers house is sitting outside, has sun burn faded marks on it, and not even sure if it works or if he has required parts to fix it. Claim # *****. The last time we drove by there was weeds all around the machine and it was literally in the same spot where we dropped it off.

  

  Business response

  12/15/2023

  Massimo Motors did not sell this vehicle to this individual. We cannot comment or reply to claims submitted to our company that do not pertain to our company. The individual would need to go to the person they purchased this vehicle from and file the BBB case with that company. Please remove this case from our profile. 

• Initial Complaint

  11/27/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Winter 2021-22:I ordered a new Massimo side-by-side with 60" snowplow in November from a dealer in *******, **. The side-by-side was damaged in transport and I ended up having to buy a cheaper model I didn't want from the showroom, along with a 60" snowplow they had in stock. When it was delivered in January he gave me a discount because the plow was missing the controller, and he said that he had put in a rush order to Massimo for it to get to me ASAP. When I followed up, he kept telling me it was back ordered for the rest of that winter. I contacted Massimo directly that spring to get the part and it was ordered again and I was told it was back-ordered. Winter 2022-23:The local dealer went out of business during the summer of 2022. I continued to contact Massimo to get the part and was told it had to be ordered again but was backordered. Then the woman I was working with (********) told me she would follow up and guaranteed I'd get the controller. But then she stopped responding to emails and when I called I was told that she had left the company and that the part was still back-ordered. So that's now 2 ******* with a plow I couldn't use.Fall 2023:I continued contacting Massimo as I still hadn't received the back-ordered controller after waiting for 2 years. I started working with ******. She said that she was going to take a controller off of the new plows when they came in and get it to me ASAP. Then she stopped responding to emails.As of November, I'm told that she also left the company and I'm being told by ***************************** that the controller is now obsolete, two years after I bought the plow and ordered the missing part. She is refusing to do anything to resolve the issue and told me I'm out of luck and now I'm permanently stuck with a $3,000 paperweight in my garage that I've never been able to use. This is completely unacceptable for a company to sell such an expensive product to a customer, never supply the missing part for 2 years, and then tell the customer they are no longer making the part and refuse to exchange the product for a working unit.

  

  Business response

  11/27/2023

  This is a complaint for Massimo Motor NOT Massimo Marine.  Please remove the complaint and file it against the correct company.

  Customer response

  11/27/2023

  The company is saying that I filed a complaint against the wrong company. They are saying that they are Massimo Marine and that my complaint is with Massimo Motors. They both have the same address for their businesses, and I don't see Massimo Motors listed as an option to pick on the BBB complaint page. Please let me know how I can get this shifted to the correct business name. I do think it's ridiculous that this is the same company with the same address and they are refusing to response based on a technicality that it went to their *************** instead of their Motor division.

  Customer response

  11/28/2023

  I sent you a message Monday about this complaint and still have not heard back as of 6 PM Tuesday. Can you please respond to me?

  Customer response

  11/30/2023

  I am rejecting this response because:   This is the same company with the same address in the same building. They are trying to reject it based on a technicality of a separate division of the company, which is par for the course for this company trying to ignore this issue. They can send it to their other division on the same property if they have to.

  

  Business response

  11/30/2023

  Massimo Marine and Massimo Motors is 2 separate entities.  One does not reflect the other.  Please place the complaint on the appropriate BBB account.  This has nothing to do with Massimo Marine.

  Customer response

  12/26/2023

  What can we do now? The business hasn't responded for 21 days!

  Customer response

  01/22/2024

  Can we please move this along to the next step? It's taking forever!

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a open complaint with the ******** ************************ on this issue. This is the 3rd time for the exact same problem. The machine has only been worked on by ****** in ***********, ** and they have my Massimo right now going on over 1 month. They said this time Massimo said it was a Factory Defect and would be sending parts and ****** would rebuild motor at no cost to me under the warranty that ran out per Carrs 3 weeks ago and still waiting on parts and per ****** Secretary the final ok to fix it at Massimo's expense. ************. Either Massimo is the problem or ****** is the problem. 3 times is the Lemon Law and the Atty ******* is still waiting on response from Massimo. We check with ****** weekly and still nothing done. This is beyond riduculous. see all items attached for the orginial complaint thru all 3 times at ****** and still not fixed.____We purchased a Blue New 2021 Massimo UTV at Orschelns in ********, ** on 1-30-22 and I still have copy of title for it. It started having serious issues within 2nd week of having it. ***** at Orschelns in St, *** (Asst ******** had us bring it back and he traded it to us straight across to us no additional cost for the 2022 T-Boss 550F we have now on 2-26-22. It started leaking oil and engine light on it right off and called Massimo Motor Sports on 3-3-22 and spoke to ************ and sent her pics, etc. at ************. She worked it out having us take it to ****** in ***********, ** to have it fixed under its warranty at no cost to us. Its only road around our little town and taken care of and it is always Garaged. We had it in garage all winter and has barely been driven since we got it 2-26-22 and its repairs that ****** has on file with all the paperwork and copy of receipt, etc. The warranty was for 1 year Please see all attached Corespondence on AG Complaint that is still on going with same problem on both machines and issue from day one thats never been fixed w/3 times to Carrs now.

  Customer response

  11/15/2023

  We spoke to Carrs Shoppe LLC on 11-14-23 about Update on Massimo fixing our machine finally, that ****** has had for over a month now waiting on Massimo dragging their feet.

  This is email Carrs sent in reply to our request for update after not being able to catch anyone at the shop last week--attached screen shot from Secretary who is now out on maternity leave at Carrs. 

  ******** Attorney General Complaint CC-2023-04-****** stated ******* has sent another letter to Massimo about getting it fixed and them covering on my complaint because Massimo still have not answered her last communication to them since we had to take machine back for the 3rd time and its not running. 

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

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

  

  Business response

  12/15/2023

  Massimo Motors did not sell this vehicle to this individual, it appears they bought it from a company called Orshliens. We cannot comment or reply to claims submitted to our company that do not pertain to our company. The individual would need to go to the person they purchased this vehicle from and file the BBB case with that company. Please remove this case from our profile. 

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought 2 brand new ATV 550 for $7500 each I is running and the other 1 I have 5 miles on and you have to jump it to start it and once you shut it off you have to jump it again either the battery or the alternator is no good been getting a major run around for 2 weeks now!

  

  Business response

  03/05/2024

  Without proof of purchase and VIN number there is NO WAY we can look up this potential customer in our system and see if this vehicle is even ours.  

  

  Business response

  03/08/2024

  Without proof of purchase and VIN number there is NO WAY we can look up this potential customer in our system and see if this vehicle is even ours.  

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The * trike was ordered online from Massimo on 7/28/2023. It was delivered on 8/4/2023. The right mirror was missing and the batteries were dead and would not hold a charge They did replace the mirror. I have made numerous calls, emails and left messages. Most time they dont pick up the phone calls. The few times I have spoken with someone I get no answers. I spoke with a customer service person named ****** several times, the last conversation I had with her was about three week ago, she said that Massimo and Continental Battery came to an agreement and the batteries would be shipped. Havent received any batteries.On 8/30/2023 I sent a message again to customer service and a person named ******************************* responded back, I provided her with the information she needed and the last text I received from her was on 8/31/2023 saying she would get in touch with upper management. She has not responded back to any of my texts messages as of now. All I want is the batteries to be replaced. If they cant do that then they need to make arrangements to pick it up at my home with a full refund. I did ask to have it picked up the first of the month and was told no problem, but on the last conversation I mentioned above with ****** she said it was denied

  

  Business response

  03/05/2024

  Batteries were approved and shipped via ***** and delivered on 10/10/23.  584424253666

  This was also listed in the customer portal and the customer was notified. 

  

  Business response

  03/08/2024

  Batteries were approved and shipped via ***** and delivered on 10/10/23.  584424253666

  This was also listed in the customer portal and the customer was notified. 

  Customer response

  03/15/2024

  I have reviewed the business response and accept this resolution. However I am unable to provide pictures of the received item. Im out of state and will not be able to return by the stated deadline.

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2022 Massimo ***** from How We Roll motor sports in admins/*********** ***** in Sept/Oct of 2022 I have had this machine in the shop several times for some minor and major work. My complaint however is the clutches where acting up two months into owning the machine and was taken back to the dealer a few times until they finally said they would replace the clutches under warranty and Massimo did not want to honor their own warranty but eventually did. I got the machine how and only two weeks into having it back and only driven one time the clutches were slipping again so I immediately took it back to the dealer,the machine sat there 3 weeks and finally dealer called me back and said Massimo will not replace the clutches again which is ridiculous and they want almost 2000 dollars to repair which 905of that is the cost of the clutches and the stuff that goes with it. I spent over ***** dollars on a machine that I cant use and has had very light use on it since purchase,its mainly used to go check the mail as we have a long driveway Id hate to see what kind of damage would occur if I actually used it for work or play like its advertised shame on you Massimo for treating me this way and Im sure Im not the only one. I would greatly appreciate it if you would fix this unit I was not going to buy it because I have always had Kawasaki products and never had a issue like this but I decided to give your product a try and as of right now Im out ***** dollars or at the very least ************************************************************************************************************************************************************************ both.

  

  Business response

  03/05/2024

  Without a vin number we cannot look up this product to see if its even ours. We have ZERO way to even respond to this case without a vehicle number.  Also, just going off the dates in this email, even if it was our unit, it would have been out of warranty and this would have been denied anyway.

  

  Business response

  03/08/2024

  Without a vin number we cannot look up this product to see if its even ours. We have ZERO way to even respond to this case without a vehicle number.  Also, just going off the dates in this email, even if it was our unit, it would have been out of warranty and this would have been denied anyway.

*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. ↩