ComplaintsforSegway, Inc.

• Initial Complaint

  05/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Recently I purchased based on the advertised maximum payload of 265 lbs, a Segway ************** electric scooters from one of Segway Ninebot accredited dealers near me. Prior I asked for a test drive but wasnt offered one. After trying out the product i have found that doesnt meet my expectation and doesnt fulfill the requirements advertised and what I had set in my mind. More exactly for my body weight of 225 lbs the motor and battery are too weak to do any hill climbing, it stops running at the smallest slope. The advertised 265 lbs weight load and 18% slope riding capacity it is not correctly and truthfully advertised. I contacted Segway Ninebot customers service about the poor climbing performance under my weight. ******* and *** from customer support replayed me that it is normal because this scooters are tested at only 165 lbs load. I asked why it is advertised at 265 lbs weight load if it is tested at only 165 lbs? She answered me back in an email quote she cant do anything about this and we recommend that you sell this unit to others.I asked that i want to speak to the manager.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I had purchased a Segway scooter and was told I was going to receive it *** never delivered the item. I want this item delivered asap since I have purchased it it was a Segway ninebot scooter ***** And they won't deliver it. I want it now!!

• Initial Complaint

  04/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Today i tried to purchase two scooters from Segway **** the GT2 super scooters. I have uploaded several photos showing the promised sale price that they have posted online when you go to the checkout the sale price for earth day does not show up. It says 60% off of $2,500 which is just under $1,000 but the add says $1,000 which is fine. But when i contacted the support team they told me that the marketing department messed up and that they couldn't honor the price that they are advertising on the website. Mind you this is the first thing that shows up when you search Segway on ****** and it shows the pictures i have attached to this. It shows $1,000 and $4,000 crossed out and it also shows that it will be $1,000 when you go to check out. But they are refusing to honor the price they gave.

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This is the 3rd time I have had to send my scooter in for repair, and each time they repair it for me instead of sending me a replacement, and this has all occurred in the past two months. Each time I've had to buy a box with my own money and ship it back to them and it's taken 2 weeks for them to repair and ship it back to me. I'm currently in college and don't have a car and it's such an inconvenience and all I've been wanting is just a replacement scooter or scooter that actually works.

• Initial Complaint

  04/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I am filing this complaint because I do have an email from this company.Stating that I had an inwarrant to repair.My scooter was shipped off too them.But now they're saying that it was something that I did.I am requesting that someone from corporate office.Contact me pertaining to this issue and that my scooter is repaired

• Initial Complaint

  02/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Charged my card without authorization told me following day subscription would be cancelled and refunded in 3-5 business days I called today said they did not cancel and no refund is being processed

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have purchased the same product (Segway F40) twice before with no issues. This time, I purchased the same scooter and noticed some differences.m. (1) It is extremely unstable. I have tightened the screws that attach the handlebars multiple times and they keep coming loose. I have never had this problem with the previous scooters going on the same route. (2) The battery seems somewhat defunct. When I ride onto the same route, I have much less battery power left at the end of the day. They wont honor the 30 day return policy although *** only owned this scooter for 21 days. They claim because the monetary transaction went through just over 30 days ago and even though they delivered it 16 days after the initial transaction, those ************************************************************************************************* my opinion.

  Business response

  02/29/2024

  Segway sincerely apologizes for any inconvenience. Upon inspection of this case, we found that our representative followed our protocol and policy to ask the customer to send this back to our repair center for inspection under the warranty policy. The full warranty policy can be found at this link. ******************************************************************************************************************

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Att burnt down my house so they made me file a claim with ******** there insurance holder , now it's been almost a year I have not heard from them at all .

  Business response

  02/29/2024

  Dear BBB, please remove this case from Segway's records. This case has nothing to do with Segway. Unfortunately, Segway is often confused for ****************** (might be bad internet searches or operator assistance....?) but we have nothing to do with them. This person references  ATT and Sedgewick, not Segway. Thank you for your prompt attention to this case.

  Customer response

  02/29/2024

   
  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

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Segway Ninebot * Kids in ***** for Christmas for $320.99. On 9-13-23, I contacted Segway because her charging cord came apart. I opened a case to get a new one sent to us. Initially, they sent the wrong part to us. We sent it back to them, confirmed the actual part we needed (charger), got everything approved over email, and then were told it was backordered. Over 4 months, I contacted the company repeatedly to get a new cord. Every time, they would tell me it was backordered. During this time, Christmas passed. The company claimed to me that they have had no chargers in stock at all during that time. On 1-18-24, after a heated phone call with the company, they sent me an email saying that I was no longer covered by warranty, and they were rejecting my claim. This is after months of emails approving everything, just that the item "wasn't in stock". All I want is a replacement charger so that my child can enjoy her scooter again.

  Business response

  02/29/2024

  ** records and the ***** tracking number indicate that this case case was successfully resolved. Additionally, we will conduct an internal review to better understand the communication from our staff. Segway sincerely regrets any inconvenience.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I purchased this electric scooter from segway.com on a special (they they make the price higher and then make it seem like it's a sale) but either way I fell for their marketing trick and bought a Segway es2 electric scooter+ Plus an additional battery to make it go faster. Now after assembling the extra battery on my electric scooter I noticed that it did not make a difference so I charged it read the manual three times watch 10 different videos then emailed them they give me some troubleshooting tips but it didn't work, So they offered for me to send it in for free, after sending it in, It took about 2 months for me to get my electric scooter back, when I received my electric scooter back it had the same problem, (Segway reassured me it was fine) after sending it in about three times The third time I received it back from (Segway HQ) with with multiple signs of damage #1 when Segway sent me the scooter back they used extremely sticky tape causing the paint to peel off.#2 the throttle on the handlebar was extremely dented.#3 I noticed the mat (a rubber piece on the bottom of the electric scooter for grip) was teared off #4 and the original problem I sent in three times was still not replaced.So I emailed Segway and they did not reply to me until after about 5 emails,After that they claimed they had not done anything, and their" records" show no signs of damage, so they cannot help me after reaching out to ****** (as Segway told me) I decided to take a deep look at the box (Segway claimed was damaged in shipping) while looking at the box I noticed there were no dents nor any damage so segways "damaged in shipping theory" was busted after explaining it to them, multiple times they denied it

  Business response

  01/24/2024

  Segway regrets any inconvenience. We are conducting an internal investigation of this matter to understand exactly what happened. A copy of our warranty policy can be found at the following link. **************************************************************************************** Please note that it us the responsibiity of the consumer to ensure the unit is properly packaged and protected when shipping the unit back to Segway's repair center. In light of these circumstances, we've offered a resolution to the customer but have not received a reply as of this writing.

  Customer response

  01/24/2024

   
  Complaint: 21155272
  
  I am rejecting this response because: Segway has offered me a refurbished electric scooter,

  Which having past experience, (with the same electric scooter), have learned when Segway, when I send/ receive my stuff from Segway 

  I was told it would be fixed, (3) but I received it with the same problems (and more damage)

  Now segway's offering me electric scooter that is refurbished segways refurbished is 100% broken 

  I am  requesting electric scooter of equal or  plus value brand new, not refurbished

  Also Segway has sent me multiple emails regarding this and I have replied to all them multiple times,

  Also when Segway returns a package to me it is not me the consumer's fault, rather it is Segway the distributor's fault, So as Segway claims It is my fault Segway is 100% responsible. 

  Also again as I mentioned in previous messages Segway has damaged my electric scooter lied to me told me It was fixed.        And then lied to me again telling me they did not do the damage,

  Thank you

  *******************************************;

   

   

   

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

*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. ↩