ComplaintsforRazor USA, LLC.

• Initial Complaint

  12/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  09/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  07/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

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

  Business response

  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.)

• Initial Complaint

  02/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 02/05/2022 I made a purchase with razor and one of the items I ordered by mistake which was the (Flashback Inner Tube (Front/Rear) Only). I notified Razor the same day but was told I could just refuse the package once delivered. The package was then delivered under tracking number ******************. It was shipped 02/07/2022 and delivered 02/09/2022. I then refused the Flashback Inner Tube (Front/Rear) at the **************** with the tracking number ************************** on 02/10/2022. I've contacted the company due to tracking not updating and they've told me that since the tracking hasn't updated they don't have the package. I've asked numerous times for them to check with their warehouse to see if the package has been sent back since it's going on three weeks. I haven't gotten my refund, they refuse to check their warehouse.

  Business response

  04/06/2022

  Business Response /* (1000, 5, 2022/03/31) */ As per the tracking number provided in this complaint **** says the tracking number is invalid. I do show we received the tube back and a refund was issued on 2/24/22. Please check your credit card statement as a credit in the amount of $7.53 was refunded. Consumer Response /* (2000, 7, 2022/04/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  02/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Razor scooter sold me a defective scooter, and they refuse to send me a new product or send me a shipping label to return the product. I have spoken to customer service 2 times, they continue to attempt to send me additional parts which have not resolved the issue. I also live too far from a service center and they cannot provide me a shipping label to send the product to the service center or to receive a new product.

  Business response

  03/14/2022

  Business Response /* (1000, 5, 2022/02/25) */ The information we have on this consumer is under the name ************. This product requires the handlebars to be assembled out of the box and instruction are in the manual on page 4. Customer states it won't tighten but tools and instructions were provided. We sent replacement clamp incase it was stripped when they originally assembled it. Pictures of how to tighten are in manual and we offered service center assistance which are within 15 miles of her location. We requested photo's of the issue and have not received a response. She is demanding new unit, which will also require assembly so that will not resolve her issue.

• Initial Complaint

  01/21/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I have 3 Razor EcoSmart Metro scooters, one chain driven model with seat, one HD SUP and one HD with seat. These were purchased in 2021 and are now near nonfunctional because of the poor quality batteries that Razor uses. I have been asking for replacement batteries for a few months now, and Razor apparently just doesn't have them. There are third parties to purchase batteries for the chain driven model, but nowhere to purchase batteries for the HD model (I have found that the HD models use a smaller size battery than the product number that is written on each one, so if I were to go to a third party, I would likely receive batteries that do not fit). One HD model I purchased, and one was sent to me because of continued issues with the chain driven model. Now I have 3 useless scooters less than a year old, and I would like replacement batteries.

  Business response

  06/30/2022

  Business Response /* (1000, 5, 2022/02/24) */ ** **** purchased these units over a year ago. We replaced one for him under warranty as a courtesy back in April of 2021. We do offer replacement batteries on this model, however due to Covid 19 delays we were out of stock as we mentioned to ** **** when he reached out to us. We did receive a few batteries this week and he can purchase online or by calling our support team M-F 8am to 5 pm pst at XXX-XXX-XXXX for assistance Consumer Response /* (3000, 7, 2022/03/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yeah, I guess expecting them to be helpful was too much to ask. I did finally get new batteries ordered, but I am disappointed in Razor's lack of concern for the lack of longevity for their scooters. Thanks for nothing. hanks for nothing.

• Initial Complaint

  11/22/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a Razor Hovertrax 2.0 Hoverboard Self-Balancing Smart Scooter from ******* due to the great experience we have had with our daughter owning the same one. This was purchased through *********** on 9-6-21. We paid $168. Once opened, we charged the full 6 hours. I calibrated the hoverboard, which is a form or "resetting" the board. The unit would start to beep at less then half speed. Sometimes the unit would just shut off while my son was driving it. I contacted hoverboard about the issue the next day, and they said it was a battery issue and that they would have one sent to me. I received the new battery about a week later. Charged it the recommended time, and it still it did the same thing, beeped and shut down. I once again contacted Razor and they sent me 2 computer boards. It took another week to show up and I had to install them myself. I followed the directions and once assembled, it continued to do the same thing. On or around 10-05-21, I contacted Razor and they decided to send me a "black label." When I looked online this model was a step down from the one my son purchased. It took about a week and a half for the new one to show up. I followed the charging instructions and when ready, I recalibrated it. The new hoverboard did the same thing as before. I once again contacted Razor with the problem, and this time got a supervisor. I asked her "Is the hoverboard supposed to beep." To that she replied "no." She sent me a new black label hoverboard and this time it did the same thing as the last time. It beeps going slow and the sometimes shuts down if you don't come to complete stop. I contacted Razor Again on 11-05-21 and this time spoke to a male supervisor and he said that since a new one was sent to me that they can not send anymore. He called a service center to fill out a service ticket. I took the board there, and it still doesn't work. I now have a non-working board & they won't refund my money, nor give me the original board to return.

  Business response

  02/04/2022

  Business Response /* (1000, 9, 2022/01/07) */ We sent him a prepaid label and box to determine why he is having issues on his unit with multiple assistance. We had the unit returned to us again in Nov and inspected unit to ensure it was working properly. It was returned to him under tracking number ******************. We have not heard from them since this date Consumer Response /* (3000, 11, 2022/01/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am still waiting for a replacement unit. The broken unit was shipped back to them and allegedly "fixed." The unit beeps and shuts down when going half speed. Multiple people at Razor stated that the unit shouldn't do it unless the battery is low. So when their "techs" sent me the one that was supposedly fix, it did the same thing. In my opinion nothing was changed or modified. I was my money back from the original purchase. I don't want to keep "trying" ones they send me. No one at Razor must test these before they send them out. It SHOULD NOT BEEP. It would take someone 5 seconds to test and make sure it doesn't. Business Response /* (4000, 13, 2022/01/27) */ We have video that the unit worked prior to us returning the unit to *********. We have replaced the unit twice. The Hovertrax 1.5 we sent to replace his unit is retailing on ******** website for more than he paid for his original unit. We also paid to have the unit returned to our QC team so we could inspect the most recent issue he claims was effecting the unit. Unfortunately we are unable to determine why the product is not working for the user but works when we test rode the unit and did our inspection. Therefore we will send ********* a return label and box to return the unit to us and we will refund him the $168 he paid to ******* on 9/21/21

• Initial Complaint

  10/18/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought my daughter a Razor E300 for her birthday. It was ordered on August 10th and received on August 16th. She used it for a little one month before it began having issues. I followed the troubleshooting guide to no avail. It will not drive/go as it should. I contacted Razor on October 8th regarding the issue and they never got back to me. I am under the impression that there is a 3 month manufacture's warranty. I would like a response from Razor.

  Business response

  11/19/2021

  Business Response /* (1000, 5, 2021/11/01) */ Please reach out to our Support team M-F 8 am to 5 pm pst at ************ for immediate assistance.

*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. ↩