Q9 Power Sports

The customer went to a different dealer for service prior to contacting Q9 PowerSports USA for help, he also published a crappy facebook review before even trying to speak to us, not that it matters, but at least make someone aware there is an issue before bad mouthing them... just common sense. ....

The warranty that comes with the machine is for the engine parts only and does not cover other parts of the machine. If the other shop sold you an inter tube and it keeps going flat, I would think a couple of things, one they don't know what they are doing, or you are buying it and doing it yourself and your not doing it properly. My manufacturer (RPS power sports) instructed me they have had contact with you. Now having said my peace: I will have a new rim sent to youif you pay the shipping, then it will not be an issue anymore, let me know and I can set it up

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Let me start off my response by apologizing for my inappropriate reference to the CEO. At the time I was asked by a clerk to identify the individual I had talked to that informed me on May 1 that my son’s moped would be repaired and available the following day – May 2. The CEO never gave me his name. (Interesting that all business cards, websites, etc. associated with this business NEVER identify any individual by name.) The only way I could identify the individual was thru this physical appearance. The tattooed arms are a distinguishing feature. My terminology was inappropriate. I was frustrated.  This does not diminish my frustrations with this individual and this business for promising repairs to a nearly brand new moped that still were not even initiated 10 days after the drop off and 7 days after the CEO said the repairs would be completed.I still stand by my comments regarding Q9’s poor customer service and the poor quality of their products. I have never experienced a business that puts such little support behind the products they sell. A few words of advice: “Putting customers in their place” is probably not a good business practice.  As for a timeline, the moped was only functional for three weeks of my four weeks of ownership. It would have been returned to Q9 earlier, but were told by Q9 staff to wait a week prior to bringing it in for repairs.Regards,[redacted]

I dont have any info on their issue, what part is damaged? Please send a picture of the damage and a statement to my email address at [email protected] and I will look into having it warrantied for you, but I will need more info. Jordan is not the only person that works here and anyone can help...

with issues. he is just a salesman and not in parts or service department. please send more info on part needed and I can further assist you.

again that is our only offer - return the merchandise for a refund. If you do not want to return it then this transaction is over and so is this complaint.

02-20-17 after verifying we had the replacement parts in stock for shipping we collected payment for parts and shipping on parts, customer gave a member of our team  Credit Card payment for parts and shipping did not mention any issue's with the cost of parts said it was fine and issued...

payment for those parts.  The Machine purchased included 1 year internal components warranty, these parts that he was looking to purchase are not internal engine components nor did he ask or reference warranty at all when he placed the order for the named parts or it would have been explained that these are not covered under internal engine components warranty.  Again the customer said the total was fine and proceeded to give payment for parts.

If it satisfies the customer we will send out a rubber ring that goes around the inner rim for this customer. It was suggested that they use black tape because when our service techs work on these, using a thick layer of tape is the same thing as using a rubber ring. It is just to keep the spokes from the rim from touching the inner tube of the tire, nothing more. Please let me know and I will have it sent out.

I checked into records on this claim. He purchased 2-15-15, I see 3-3-15 we send a new carb for this machine under warranty (fedex 773036293075) then in October when the machine was out of the six month  warranty, he requested new fasteners. I put in a claim for them but the manufacturer made...

product changes to the machine and no longer has the fasteners. I will send an email to them and see if I can re-request them for this customer... cant guarantee though

Review: I order a gas four wheeler and I got it on the 24 of demember. I opened it up on christmas and found that its was a part that was broke. the company was close so I called them on the 26. I left three messages. no one called me back so the next week I called no one answer on a tuesday. I called on friday and finially got a answer. the guy I spoke with said to email him a picture of the broking part and that someone will be in contact within 48 hours. no one called me within that time frame. so I called back and the guy jodan told me to email him and I did. he told me that the part would be order and I will have it by the week of the 1-15-16. I called the week of the 20 and ask to speak with a supervisor and the guy said someone will call me back within a hour. they closed in an hour but I thought they would still call me back. on the 1-19-16 I got a email saying that they dont know when I will have the part because they warehouse dont have it and when they get it I will get it. but if I dont want it I can send it back but will be charge for it. I want to keep it but for how long will I have to wait. and if I send it back I will like a reimbusement. the guy said they will make me pay and I dont think that is rightDesired Settlement: I will like a refund or to have my part its going on a whole month and nothing has been done

Business

Response:

I dont have any info on their issue, what part is damaged? Please send a picture of the damage and a statement to my email address at [email protected] and I will look into having it warrantied for you, but I will need more info. Jordan is not the only person that works here and anyone can help with issues. he is just a salesman and not in parts or service department. please send more info on part needed and I can further assist you.

Review: This I nvolves a snow thrower purchased from Q9 which required some assembly since it was delivered packaged in a crate. A part of this assembly was connecting the two sections of the discharge chute. This required very application-specific fasteners, very small bolts and lock nut combinations. Several of these fasteners were missing in the delivery. I was able to complete the assembly with substitute fasteners which did not have the required type of lock-nuts. I requested that Q9 supply me with the necessary fasteners,since I could not find the required type specific to this application at local hardware stores. A simple request, so I thought. I have made numerous requests by email and telephone contact, only to be met with refusal to comply from a very rude and ill-mannered employee of Q9. I am talking about six items, a simple and reasonable request. I fear that the substitute fasteners will not hold up due to lack of locking nuts and simply want what I paid for---the fasteners that are required for effective assembly.Desired Settlement: Complete the delivery by sending me the missing items

Business

Response:

I checked into records on this claim. He purchased 2-15-15, I see 3-3-15 we send a new carb for this machine under warranty (fedex 773036293075) then in October when the machine was out of the six month warranty, he requested new fasteners. I put in a claim for them but the manufacturer made product changes to the machine and no longer has the fasteners. I will send an email to them and see if I can re-request them for this customer... cant guarantee though

Review: I purchased an ATK 125 GO Kart from q9 that was MFG by TAOTAO in China.. Now I agree those units from China come with a certain risk because I have dealt with issue with my niece atv's a few years back in trying to get them working and or fixed... But The unit I bought came with defective motor parts. q9 says they are not really responsible because TAOTAO doesnt offer a warrenty on their product but they try and do the best to accomidate people as best they can. My kids unit has a bad intake valve but that was only found out after playing phone tag with their support department to which we could not find the problem. I spend over 3 hours myself trying to diagnose the problem then finally decided to have a honda mechanic look at it since its a honda knockoff motor. Q9 wanted to arrange a new motor be mailed to me at my cost for shpping return and labor to remove and replace unit which I said was unacceptable! Meantime the honda tech found out it was a faulty intake valve that was cut oval not round and would not seat in the valve properly. The motor would not run at all becasue of this. The honda guy tested it with a honda valve and it started up but he wanted 300 total to fix unit. He said if not he'd put it back together broke for 100.00 I asked him to wait while I contacted q9. In the meantime he also found the drive sprocket was put on backwards as well as the fuel line overflow was run right onto the muffler so if unit had tipped over the gas could have poored out directly onto the exhaust pipe which could have resulted in a fire that my kid would have been cross way seat belted into. there was a few other small minor issues but all I requested was what they would have liked me to do... send them the motor or be reimbursed to have it fix and this was their response verbatim : that they order directly from mfg and drop ship from them..they dont go thru units etc.. that mfg doesnt offer any warrenty and basically neither do they. They offer a support line and parts line up to 6 months but bascially because of how cheap the units sell for its on me to repair something I had just purchased that did not run from day one! Complete joke... if they put on their website that hey if you get a faulty unit its basically not our problem to resolve its yours if you buy from us over the internet etc... I wonder how many units they would sell if they advertised the truth?Desired Settlement: Either they send me a working unit and or cover the labor to repair or replace mine. Ive had it for a week and it has run for zero days. My 7 year olds b.day has come and gone and everyday when he gets home from school all he does is sit in the garage and stair a the unit and asks me atleast 100 times if its fixed yet.... I'm ready to fly out to q9 and hand deliver it thru their front window of their shop!

I think that q9 takes the risk selling these units from a mfg that offers no warrenty not me the buyer.. Its their risk they cross their fingers and hope all goes well.... Thats not my problem its theirs.. Here is the first red flag is when you contact their support line and they give you another number for support and parts and warrenty issues and say thats one of out busiest lines... So they are not blind to the fact that they sell junk bascially!

Business

Response:

Q9 Powersports is a third party distributor that purchases these machines directly from TaoTao and has them drop shipped directly to our customers. TaoTao does not offer a warranty, but Q9 PowerSports put a limited parts warranty on every machine they sell, which covers internal engine parts and major electrical components that touch the wiring harness. We advertise this warranty and even advertise we do not cover labor. If this customer thinks we sell junk perhaps he should ask the 4000+ customers we have had every year for over 9 years now. His opinion is just that and not fact!! We will stand behind our advertised warranty and that is all we can do for this customer that expects a $8000 machine for 1/8 of the cost!!!!

Review: Bought a new 110 cc Go Kart from them on june 15, 2012. Would not start. Called them and they said to drop the go kart to see if it would unjam the float inside the carberater, this did not fix the problem. I called them back and they told me to mail the carberater back. I mailed it back the same day I talk to him. Only thing he told me to put on the box was att. service department which I did. It has been 2 weeks and I have not heard from them. Today I called them and they said they got the box but did not know what to do with it even though they told me to mail it back to them. I did every thing they told me to do. The box had my name and return address but the guy I talk to today said they did not know what to do with this. He had my name and could have looked up the account to see what was going on but insted they just did nothing. This is bad service. They say they check these out before they are sent. Very unhappy with the product and service I have recieved from this business.Desired Settlement: Want it fixed. We have had this for a month and my granddaughter has not got to use it. This was her birthday gift and very unhappy that it did not work. I have life time tech support and 12 month warranty. If this is the support and warranty I am getting will not ever deal with them again or tell anyone else to deal with them.

Business

Response:

Customer sent carb back in box with no note, we receive tons of packages and deal with lots of people everyday. If someone mails something to us and doesn't include any info, how are we to know what to do with the random part in the box. We will do what we advertise and provide a new part, now that I spoke to her and identified what that carb in the box is from and why it was here. If custom would have provided a little info it would have been faster service. I tried to explain that to her on the phone but she was upset and didn't want to hear it. We will send new carb out.

I honestly couldn't be any happier. For any possible need, look no further. This is the place for you.

It is great place to shop for ATVs or bikes. I'm pleased with my purchase and I will recommend this store to others.

Review: I ordered an ATK125-A fom Q9Motorsports. I paid $1,300 online through paypal and was given no information about the "no refund, no returns" policy until the box was delivered and opened. I also ordered a cover which does not fit the go cart. The go cart was delivered completely unassembled. In the paperwork which was in the box, it says that they are not responsible for the product once it leaves their sales floor. I later found out that they get the go cart from China in the crate it was sent to me in. They do not check anything. I was told assembly was easy. It took my husband and 3 other men 4 hours to put the go cart together. It was my sons surprise birthday present. They go it put together and tried it out. It ran for about a minute and a half when the oil plug blew out and oil went everywhere. He never got to ride his birthday present. He was crushed. We also discovered that the battery charger does not work. I called the company and they told us they would send out the parts the next day. They also informed us that we needed to by different oil becasue the oil shipped in the go cart gets too hot. This would have been good information to know. We finally recieved the plug one week and three days later but no charger. My husband quickly put the new plug in since my son had been so anxious to ride it. It is a 2 seat go cart. My son and husband rode down the road and across the field and the plug blew out again. When it happened it again shatterd the plug. My son has had this go cart for over 2 weeks and has rode it once for only a couple minutes. It is under a 6 month parts warrenty but I do not want to have to order a new plug everytime he rides it until the parts warrenty expires. It is obviously defective.Desired Settlement: I want to return the gocart and get a refund. I do not feel that I should have to keep a defective product. I think Q9motorsports knows that they sell low quality products and that is why they do not disclose the no return, no refund policy before purchase. I don't feel like a company should be allowed to send defective products to costomers and tell them that they have no choice but to keep it even if they can't use it. I want to get my sons go cart from a more reputable company. I do not believe I should have to pay for a return because my son's birthday was ruined and I have spent hours on the phone and on the computer trying to figure out what to do only to be told that I have no options.

Business

Response:

Q9 PowerSports purchases these Go karts from [redacted] and has them drop shipped directly to our customers. The manufacturer includes a parts warranty on these machines for a 6 month period that covers the internal engine parts and the major electronics that touch the wiring harness. I see this customer did file a claim for a sight glass on the engine case and we did send it to them, here is the FedEx tracking # [redacted] We can help with other issues, they just might not be covered under warranty and even if they are shipping is not covered. Please call Cody At ###-###-#### [redacted] and he can help work out replacement parts if needed.

Review: I purchased an off highway go cart that was supposed to be registerable in 49 states. Florida will not accept Certificate of Origin with just Go Cart on it. It must state off highway vehicle. I have tried on numerous occasions for them to help me by changing the title. They have told me they can't help me. I now have a go cart I can not drive in the national parks.Desired Settlement: I want them to give me a Certificate of Origin that allows me to register this Go Cart. The owner's manual states it is an Off Road Go Cart.

This company deals well with you until you purchase the product. My sons ATV broke after riding it 2 times. The bearings went out! Then it took over a month to receive new parts. Wouldnt you it wasnt even the right one. Now over a month waiting for the "right" one. I have corresponding with someone in parts and all I keep getting is excuses and more tracking numbers that just sit at the warehouse. Sadly my son sits and looks at his ATV and cannnot ride it.

Q9 Powersports has been very customer friendly. [redacted] has very patiently worked with me, while I have changed my order and then changed it back. Never once did I feel like he was annoyed with me, that is a very rare thing in Customer Service these days. Once we put the go kart together, we will post a review on that. If the product is half as good as the Customer Service, I'm sure we will be happy!!!

Review: We bought a [redacted] for my 9 year old son for Christmas from Santa. It is a piece of junk. In total, he has probably used it less than 30 days due to it always being broken. The craftmanship of the product is horrible. I followed all the directions to put it together, and I have been on the phone several times to ask questions. In fact, I called a couple times before we bought the product just to make sure it was a good fit for my son. I have had to replace the chain twice. Every single day he has ever ridden it, the chain has come off. The exhaust system keeps coming loose. When we received the product in Nov., the back light was broken. The utility rack broke within the first three months. You have to take the side piece off everytime you check the oil which is poor design. The bolts are even the cheapest every made. I have had to tack weld everything. It is just an overall bad product. I can't believe a company can sell such shoddy products, especially when they are for kids. How dangerous is that? The very worst part of their product is that on April 1st, the cotter pin broke and the nuts on the ball joint came off and the arm dropped down and dug into the ground causing the vehicle to flip over and for my son to land on his back with a head injury and he was taken by ambulance to the hospital where he stayed overnight. We are still working on paying the $4,000 bill (after insurance!!). I emailed Q9 afetr this incident and was told they basically could care less that by purchasing their product we agreed to take all risk and that once they delivered the product, it was ours and non-refundable. Sure, ATV use is a risk we were willing to take, but never thought it would be a risk due to poor quality of product. We assumed it would be safe for kids since it was marketed for kids. His accident was no fault of his own, rather the vehicle basically fell apart. We have not allowed him to use it from April first until June 30th. I went over the ATV piece by piece and made sure everything was in place and safe and let him ride it on Sat.. Of course, within an hour, the chain fell off. This is the worst use of $800 that I have ever spent.Desired Settlement: I would like Q9 to not only refund me the $800 because the ATV has been pretty much useless to us and a piece of junk. I also would like $2,000 to pay half of our medical expenses due to the cotter pin breaking and the nuts falling off. Believe me, they should pay as much (if not more) attention to the safety of vehicles for children than they do for adult vehicles. I would also like them to put checks in place for this to not happen again. I know that they could make sure the bolts and cotter pins, etc. are made of a better quality of material. Thanks for your help.

Business

Response:

First I would like to say I'm glad your kid is ok. Second the part that fell out and came apart is a part that you as the customer assembled yourself and tightened. When it come to you directly from the manufacturer "which is not us" their is assembly required. Also the maintenance schedule also calls for tightening after 15 hours of riding because of thread and chain stretch. The unit has chain adjusters on the rear bottom side because chain stretch is a natural part of machines and that can cause the chain to come off if it stretches out enough and becomes loose, another factor is that the front and rear sprocket could be miss aligned, when tightening the chain it is important to make sure they are lined up straight.Our parts warranty is only valid for 6 months and only covers engine and electrical components.I understand your complaint, but it is denied. The part that failed was a cotter pin and screw that you tightened and placed yourself. You have also had your machine long enough to be out of warranty. I would recommend aligning up the chain, tighten up all the nuts and bolts like the maintenance schedule directs and having your kids go through an ATV safety training coarse.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

The answer that Q9 Powersports gave of is of no help. We followed every direction that was ever given to us from them and the machine is still a piece of junk. I am a Global Serivice Technician for Klockner Pentaplast, and I know machines of all types. I know how to put equipment together (which I did by following their directions), and I did it correctly. If anything, I would be much more attune to safety and installation than the average consumer. Perhaps this was just a lemon of an ATV and not everything they sell is horrible, but this one is. I forgot to mention in the first email that during the first week of operation and several times after that, the machine was leaking gas due to the float sticking in the carbuerator. When I called them, they said that happens all the time, just lift up the ATV and drop it and it will get unstuck. Believe, me, if this is not a fire hazrd, then I don't know what is. It leaked all in our garage. If a compamy knows that something like that happens all the time, then they should fix that problem. I know about chains and chain adjusters as I work on that kind of thing for a living, I know to make sure the front and rear sprockets are aligned, The rear sproket is already worn out. I have replaced almost every nut and bolt with ones from work. There is nothing on the ATV that is well built. We didn't even wait 15 hrs to tighten stuff. We tighten everything before our son gets on it every time he rides it. Our son does not need an ATV safety class. He is VERY safety conscious. It is hard to be safe on a vehicle that falls apart every time he rides it. Q9 Sports is selling a product that is not good -- perhaps they have no problem with most of their products, but the one they sold us has problems, and they need to address it.

Regards,

Business

Response:

We can give you contact info for the manufactoror if you would like to speak to them about the quality of their machines

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Sure, we would be glad to have the manufacture's contact information so we can talk to them, but this complaint to the Revdex.com is not about them but Q9 Powersports. Your company is selling the product and you are representing it to the public as a good product for kids when. in fact.,it is a horrible product. That makes your company liable for making false claims and not holding up to what is wrong with the product. I spent time on the phone with you even before I bought the product, and you lead me to believe that it was the bext thing ever. Then I spoke with you on the phone several times about issues with the product and you gave me advice, but none of it would work due to the faulty design and poor manufacture of the vehicle. You have no customer service department because no matter what we said, you said there was a no return policy and we accepted it as is the moment we placed the order. What kind of business are you that doesn't stand behind the product you sell?

Regards,

Business

Response:

Sorry you feel that way your complain and demands are still denied. When you order direct for

The manufactoror you assemble it, tune it and if there is any issues, you deal with them and we help to work them out. When you buy [redacted] from a dealer, there is a mechanic in between you and them that does this all for you. Being that these are an 1/8 of the price, there is no mechanic I between unless you buy from our showroom.

He was able to answer every question I had and made this process fun and simple. I would recommend others to buy from here, great selection an prices are way less than you could expect...