Complaints

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:03/27/2025

  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 purchased a Razor Rambler scooter on January 23rd 2025.After assembling and charging the scooter I realized there is a throttle issue and the scooter is not getting power as it should. Upon calling customer service technical support they advise me I need to open the battery cover and check wiring and whatnot things I'm not comfortable doing because I'm not trying to get electrocuted. After the employee asked me like 10 times to check the wires which again I told him I'm not comfortable messing with wiring he proceeds to tell me there's nothing they can do and they won't replace they're defective scooter. The scooter is still well under warranty. So a replacement, getting my fixed or a refund would be great.

  Business Response

  Date: 03/27/2025

  All of our products have plug and play components and are easy to maintain. We also have local service centers and or bike shops that can assist consumers with determining why the product is no longer working. We do not replace units after they have been used as they are easy to maintain and service due to plug and play parts where you simply unplug and replug the plastic connectors.  We are happy to assist the consumer with identifying the issue and if they are not willing or able to assist, they can take to a local shop for repair.

• Initial Complaint

  Date:11/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 bought a icon scooter for my son. Later it was recalled by razor. I filled out all necessary paperwork online. Razor sent me a prepaid postage envelope and instructions on how to remove handlebars to ship back to them. I removed handlebars place them in their envelope sealed it. The next day I sent it with my UPS driver to ship back to them. I was supposed to got a $700 store credit to replace my sun scooter. Instead I got an email from them stating that they received a empty envelope. I know for a fact the handlebars was in the envelope when I shipped it. I would have known if it was just an empty plastic envelope so would have the UPS driver. I don't know if it somehow came out during shipment. I don't know if the envelope got ripped and it fell out. I don't know what happened. I do know that I followed all instructions and done just as razor instructed me to. Now they say they're not going to give me the in-store credit. This is not fair for me to have to pay for a scooter that my son no longer has. I promised my son that the company that made his scooter was going to give him a different scooter because the Icon he had was not safe. Now he is going to think I lied to him and dought anything I tell him. Thank you Razor.

  Business Response

  Date: 11/26/2024

  In order to participate in the recall, the handlebars from the original unit needed to be returned to Razor as per the Recall program. Mr ******* return envelope did not include the handlebars as required and photo's were sent to him showing an empty package was received. We spoke to him after this complaint was filed on Nov 20 and resolved his concern.

  Customer Answer

  Date: 12/10/2024

   
  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

  Date:12/06/2022

  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 have contacted razor USA 3 times involving two razor scooter E90 that I purchased. Neither work. They proceeded to send me replacement parts in which I put on and they still did not work. I called back and spoke with supervisor ***** and they tried to send me MORE replacement parts. And proceeded to inform me of the nearest shop in which is 3 hours away! I should not have to continuously put parts on two brand new scooters and doing all the labor! After I asked to speak to supervisor *****'s manager she got rude and hung up on me! I called back and now she's "not available". All we want is to send back these scooters and get them replaced! I purchased a warranty! This is getting ridiculous!

  Business Response

  Date: 01/24/2023

  We did speak with ***** on Dec 7 and asked her for information regarding the products so we could identify the issue she was reporting. We also recommended she return the unit to the ******* from which it was purchased but she didn't want to do that either. She said she was at work and not with the units and would call us back. We have not received a return phone call. We attempted to reach her but her voicemail does not allow messages. She has yet to call us back at the time of this response. All of our products are plug and play and are easy to service.

• Initial Complaint

  Date:09/08/2022

  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 am writing to your company about a problem with my ************* scooter 2022 model which we purchased July 11th 2022. They began to have trouble staying charged the 1st day we brought them, however we were instructed by the store ****** to charge them overnight for them to stay charged, however that was incorrect. A few days ago, the module completely failed 2 catching on fire having to be put out with cups of water. While the scooters are only a few weeks old, I believe that this occurred because of a design flaw in the scooters, and I am asking that your company replace and or cover the cost of our 3 scooters or get the required repairs done. This has been *********** boys 1st time ever with a scooter and we paid well over **** and now our money **************************** have been thrown away. My children were only able to enjoy riding their scooters for about 12 days. They have taken good care of them, performing all recommended maintenance, keeping it meticulously clean, not hovering over water, and not riding recklessly. After researching this specific problem and talking to other razor scooter owners, I have learned that this is a common issue with Razor manufactured along with the ****** returns department. I was informed they see them getting returned daily. Had I not misplaced my receipt I would have returned our 3 as well. I believe that the failure of this module was not due to neglect or error on my part. I am asking that the Razor Corporation cover in full or replace my childrens 3 scooter. It's not right and we are asking for your help please.

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 8, 2022/10/17) */ We spoke to**************** on 9/9 regarding 3 units she claims were purchased in July. She had no receipt to confirm purchase date. Our scooters are lead acid and we have never had a FIRE on these units. She was unable or unwilling to send photos of what she claims as fire. Although she is unable to provide a receipt for these units we did offer to send her a replacement battery and charger for each unit as a courtsy. A fire is a serious claim and when asked she was unable or willing to provide photos and requested free parts. We also provided her information as to a local service center to have the units inspected and repaired. This notice is well after we sent her free parts so we are not sure why the consumer is reaching out to the**** for assistance

• Initial Complaint

  Date:07/25/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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 razor blades from seller. He said they were ********** Instead were counterfeit

  Business Response

  Date: 08/18/2022

  Consumer Response /* (-5, 5, 2022/08/01) */ The listing said they were ************* but they were not. Seller sold be counterfeit blades. Business Response /* (1000, 6, 2022/08/11) */ This is the wrong company we are Razor USA who manufactures and distrutes Razor scooter products. We do not make these products -this is a different company ***************** Consumer Response /* (2000, 8, 2022/08/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)