Complaints

• Initial Complaint

  02/05/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I canceled my subscription with unagi and returned scooter as instructed via box and prepaid label. I contact customer service to inquire about my $99 security deposit refund and im informed it has been refunded to my original payment method. I advised them the bank account is closed I no longer have an account. I am told they have refunded the security deposit and there is nothing more they can do and they keep redirecting me back to bank.

  Business response

  02/06/2025

  Hey ******, 

  Thanks for sharing your concerns with us. We understand you are eager to receive your refund and we are here to assist you as best as we can.

  Please note that refunds are generally processed to go back to the method of payment. This is the standard procedure in most refund cases. While we understand you no longer have an account with the bank, the payment was already refunded so there is nothing we can do on our end at this time. Here is the Acquirer Reference Number: 24492165036000002586117 for your refund. We kindly ask that you contact the bank and have them track it. If you no longer have an account, you should be able to receive a check for the refunded amount. This can take up to 10 business days.
  
  If the refund bounces back to us, we are happy to explore alternative methods, however, we are unable to refund the payment elsewhere since it has already been refunded on our end.
  
  We appreciate your patience and understanding.
  
  Kind regards,

• Initial Complaint

  01/23/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a scooter from them and it worked great for 6 months then it broke they said pay $200 extra and theyll replace it with a used one then I got the used one a add me it was also broken after multiple replacements I had enough I told the person in the email that and she offered me another used replacement I said I wanted a new voyager because the used e500 always brake then after she said now I can only do a repair thats a complete lie Im so upset theres no one to call in this horrible company I want them to send me a new voyager blue color scooter to *********************************** and Ill return the broken used one they sent the battery wont hold more then a block and its only a week since I got this they said they inspected the replacement ?? for sure

  Business response

  01/24/2025

  Hey *****, 

  Firstly, thank you for taking the time to provide a comprehensive overview of the situation, and please accept our apologies for any inconvenience caused. Our primary aim is to ensure that all our customers have a reliable scooter for convenient and eco-friendly transportation to their destinations.
  
  That said, I have reviewed your current support ticket and saw the request for a Model One Voyager to be sent out to you. Please note that this is not possible since you originally purchased refurbished E500 Classic scooters at a significantly discounted rate.

  To address the issue, wed like to offer you the following options:
  
  - Refurbished E500 Classic replacement (thoroughly tested before shipping)
  
  - Free repair of your current scooter
  
  - Full refund of your payment made on July 18, 2024 ($212.18) after the scooter is returned.
  
  We are committed to getting this resolved for you. Please let us know how you would like to proceed. We await your response in the current support ticket.
  
  Kind regards,

  Customer response

  01/24/2025

   
  Complaint: 22850184
  
  I am rejecting this response because:I want the voyager Im willing to pay a little extra for it the reason I wont want the used e500 is because the replacement also came broken they told me it would be tested good but it wasnt
  
  Sincerely,
  
  ****** *****

  Business response

  01/28/2025

  Hey ******, 

  Thanks for your response. While we understand, you would prefer the Model One Voyager, we have none in stock at the moment and we do not sell refurbished voyagers. Please respond to your support ticket if you have any further questions or to take advantage of one of the proposed options. The options presented were the best we could offer in this situation. If you prefer a refund, please let us know so this can be processed.  

  Kind regards, 

  Customer response

  01/29/2025

   
  Complaint: 22850184
  
  I am rejecting this response because:
  First of all you guys are liers because you have it in stock on your site either way just send me the e500 replacement because Im not getting anywhere please do this fast
  Sincerely,
  
  ****** *****

• Initial Complaint

  01/23/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In the first month of renting a Unagi electric scooter, I was injured in my both knees and palms from falling off of the scooter. Even a very tiny object on the road can force the handle to steer abruptly with its current design that lacks sufficient shock absorbing capability, as applied to my case. I wished to check the rental or subscription agreement to see if my injuries resulting from its current design could serve as the basis in finding a solution (modifying/canceling the agreement or trying a different version of Unagi's scooter), but no such information/document can be found in any emails that I received from Unagi or under my online account with ********************. This practice is limiting rightful information/documents from customers seems very unethical and evasive. I wish to part away from this unethical business practice, but very limited functionality of Unagi's website makes communicating almost impractical.

  Business response

  01/24/2025

  Hey Sung,
  
  Thank you for sharing your concerns and feedback. Were sorry to hear about your experience with your current scooter, and were committed to making things right. Our customer support team is always available at ******************************* to assist you whenever needed.
  
  Wed like to offer you a free upgrade to our latest model, the Model One Voyager. This scooter features an e-lock via the Unagi app, an improved range, and a charging time thats nearly half of the E500 Classic. You can find a detailed comparison of both models here: ***********************************************************. The monthly price for the Voyager is $79, but wed be happy to apply a 10% discount for the next six months.
  
  If you prefer to cancel your subscription instead, we can waive the restocking fee and proceed with the cancellation without any further charges.
  Please let us know how youd like to proceed. We look forward to hearing from you. Please respond to us via the support ticket we have sent to you a few minutes ago. 
  
  Kind regards,

  Customer response

  01/28/2025

   
  Complaint: 22850012
  

  I received a response from the business (including an option to cancel the subscription agreement) and replied with my intent to cancel the subscription agreement and asked for further details on the next step, but the business has not replied since and my renewal payment is to be processed tomorrow (1/29/2025),.
  
  Sincerely,
  
  **** ****

  Business response

  01/28/2025

  Hey Sung, 

  Thanks for your response and we apologize for the delay. The cancellation has been initiated and the return label was emailed to you. Your subscription is now paused for 30 days, allowing you to return the scooter so your next payment will not be charged. Please do not hesitate to reach out if you have any further questions. 

  Have a wonderful day

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid a deductible to receive a replacement scooter, I asked that it be an exact replacement as the one I had, which was white on 12/15/24 I instead got tracking information on a blue one. I immediately emailed back to inform them of the error. They tell me a proper replacement will be sent. The customer service is ran by auto responses. I have To email multiple times for (what I thought) the issue to be understood. Due to this, almost a month passes before a second one delivers. The delivery is also delayed because they attached the wrong phone number. They emailed prior for the correct number, but still never made the correction. I ask and was promised a refund for the time missed, as I was advised not to ride the first scooter. When I receive the second scooter, it is again the wrong color. I reach out across multiple platforms to resolve, with no responses that seem to comprehend the simple error. Their website cancel button does not work, and I am advised to email yet again. Days later I am Told I wont Receive the return label until they receive the first scooter. I have Only had the second scooter a day and a half, and their website instructs not to return until the replacement is *********** membership renews on the 19th, it is the 16th, the wont accept my cancelation until the scooter delivers. I have still not been given a refund for the previous month. I love the scooters but I seem to be strong armed into canceling despite me saying Id just prefer to resolve multiple times. I paid This subscription even when my scooter was still stolen to keep the membership until I could Pay the deductible.for absolutely nothing. At least, at I want The refund for the time I was told not to use the scooter and to not be charged for the following month.

  Business response

  01/17/2025

  Hey ****, 

  Thank you for sharing your experience with us. I understand that we sent you the wrong color scooter on two separate occasions, and I sincerely apologize for the inconvenience this has caused. At Unagi, customer satisfaction is our top priority, and we are fully committed to resolving this matter for you promptly.
  
  If youre willing to give us another chance, wed be happy to arrange an exchange to ensure you receive the Sea Salt White Classic scooter you originally ordered. Additionally, well apply credits to your account to compensate for the lost riding timefrom the date you reported your scooter as stolen to the date you receive the Sea Salt White replacement.
  
  If youd prefer to cancel instead, we completely understand, though wed be sad to see you go. Should you choose this option, we can issue a refund for that amount after the scooter is returned to our warehouse. Please respond to your support ticket with your preferred course of action.

  Kind regards

• Initial Complaint

  01/14/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I've had a scooter from unagi for the better part of a year now, however as my work no longer covers the cost of my scooter rental, I've been looking to return it. While Unagi All Access has a "Cancel Subscription" button, the company engages in deceptive and dishonest business practices by intentionally breaking this button. I attempted to cancel my subscription months ago, only to be met by an "infinite loading" screen. Assuming this was a browser or cache issue, I attempted to cancel again on my phone, laptop, and tablet in various browsers with cleared caches. None worked.I've since sent an email to the company requesting to cancel, and I'm fully comfortable paying the $50 repacking fee in order to receive my original deposit back. I'm sure the company will eventually follow through, but this does not erase or mitigate the fact they seem to intentionally make the cancellation process for rentals as inconvenient as *********** October 2024, the ************************ (***) has implemented the "Click-to-Cancel" rule, mandating that businesses provide cancellation methods as straightforward as their sign-up processes. This rule aims to eliminate obstacles that prevent consumers from easily terminating their subscriptions. Unagi's cancellation process is cumbersome and their online cancellation mechanisms are inoperative; meaning they could be in violation of these regulations. Such practices are often referred to as "dark patterns," which are deceptive design tactics that manipulate or mislead consumers.The *** has already taken enforcement actions against companies employing these same practices. For example, in October 2021, the *** issued an enforcement policy statement targeting illegal dark patterns that trick or trap consumers into subscription services. Therefore, Unagi's complication of their "All Access" cancellation process appears to be in violation of these regulations, potentially leading to legal *************** better.

  Business response

  01/15/2025

  Hey *******, 

  Thanks for reaching out and sharing your feedback and experience. We apologize for the issues you have faced while trying to cancel your subscription. The online portal should allow you to cancel as it has been set up to do so. This issue has been reported to our backend team so it can be rectified as we have no intention of making the cancellation process difficult. Otherwise, our chatbot can also assist with questions and direct you to customer service for further assistance.

  After checking, it shows you submitted a ticket yesterday, which was addressed today. For the inconvenience, we will waive the $50 box fee and send one out for free. Please respond to the ticket with your full shipping address so we can ensure your box is sent to the correct place. Once confirmed, a prepaid return label will be provided as well and your subscription will be canceled after the return. 

  We apologize again for the inconvenience and look forward to assisting you. 

  Kind regards, 

  Customer response

  01/16/2025

  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

  01/02/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased refurbished two scooters from Unagi. One came with broken steering. They were delivered on the 2nd and 3rd of December. I emailed on the 28 after opening them for Christmas. They wont replace the non functioning ********** either like a working replacement or to return the order entirely.

  Business response

  01/03/2025

  Hey ******, 

  Thanks for reaching out. We're sorry to hear that you are having issues with your scooter and are committed to resolving this for you. I have checked your recent support ticket. We are requesting for your shipping address to be confirmed so an exchange can be done. Please respond to us there so we can get this resolved.

  Kind regards

• Initial Complaint

  12/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have been attempting to close my rental account with ******************** since August 2024. I am still being billed despite the scooter being returned and I have not received my deposit back. I have made numerous attempts to call and email and it takes months to get a response and the response is incomplete and inaccurate to my requests.

  Business response

  01/02/2025

  Hey *******, 

  Thanks for bringing this to our attention and for your patience with us. I have checked your ticket history and it shows you emailed us on October 2nd to cancel your subscription and I can confirm we did receive the return and your subscription has been canceled. As noted in your previous support ticket, the rental payment for September was not made so the security deposit could not be refunded. In cases like this, the outstanding payment is deducted from the security deposit and the remaining balance is refunded, provided that the scooter is not damaged. 

  That said, we have made an exception by waiving the outstanding bill. Your security deposit has been refunded and it should reflect within 5-7 business days. Please feel free to reach out to us if you have any further questions or concerns. Thanks for being a member of our All-Access Subscription program. 

  Have a wonderful day. 

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The business refuses to let me drop off my scooter and pay only for a battery replacement. They want to take my scooter hostage for $50 and refuse to give me a Good Faith *********

  Business response

  12/12/2024

  Hey *****, 

  Thank you for sharing your concerns. As we have mentioned in your ticket, our ************** is not customer friendly so we do not allow customers to visit, therefore your scooter needs to be shipped. Please note that there is a $50 fee for shipping and evaluation. For the inconvenience, we will provide you with a $50 discount on the repair invoice after the scooter is received and evaluated. An estimate of the repair cost will be provided in your support ticket within 24 hours. It is important to note that this will just be an estimate and the full cost will be provided after evaluation. Please respond in your support ticket if you have any further questions. 

   

  Kind regards, 

  Customer response

  12/13/2024

   
  Complaint: 22663494
  
  I am rejecting this response because: you still refuse to provide an estimate. I understand that it's not a final cost, that's why it's called an estimate.
  
  Sincerely,
  
  ***** *****

  Business response

  12/16/2024

  Hey *****, 

  We understand your concern and apologize again for this. The battery pack is $170 and the repair service cost is $70. This is an estimate of how much the repair will cost for a battery replacement and cleaning only. As mentioned before, there might be additional charges based on our findings after full evaluation. However, we are happy to provide a $100 discount on your repair for the inconvenience. Please let us know if you would like to proceed with the repair in your support ticket. 

  Kind regards, 

  Customer response

  12/17/2024

  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

  12/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hi there,Ive been extremely frustrated. I returned the scooter and paid for shipping.I was never given a shipping label.Also Unagi has been continuing to try to pull money from my card and this is alarming as I have emailed multiple channels sending them the attachments and information on the returned scooter. The scooter was returned Nov 11, 2024 at 12:03 pm It was signed for. I am concerned with business practices as this is not being handled properly.Remedy immediately. Thank you.

  Business response

  12/06/2024

  Hey ********, 

  Thanks for reporting this to us. After checking, I can see that your ticket has been resolved after we confirmed receiving your scooter and canceling your subscription. We have also provided a refund of your November payment. Please allow 5-7 business days for the refund to reflect. Please let us know if you have any further questions or concerns.

  Kind regards

• Initial Complaint

  11/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been a customer of this company since 2019 and since they have grown their business practices have gotten significantly worse. They are now being deceptive and using false advertising and selling used products as new at the same price to make money. I purchased a new scooter from them and they sent me a refurbished model, and told me they did this because they have no stock of the new scooters. But I didn't order a refurbished scooter. Their rental program is much more lucrative for them but I opted into it because purchasing the new scooter is too expensive for me. The website said low stock of scooters, and nowhere on my receipt or the website does it say they are renting refurbished versions of this scooter. They also advertise the specs of a brand new scooter, and since I have owned refurbished scooters from them before, I know this is an inaccurate portrayal because battery life degrades over time. They do advertise the correct specs for the refurbished scooters they do sell. But you cannot claim that you are low on stock when the stock is refurbished scooters if you are not disclosing that to customers, and charging them for new **********************. Their solution to this was to apologize and not send me a new scooter. Extremely deceptive and problematic business, which is a shame because the product is so nice.

  Business response

  11/20/2024

  Hey *****, 

  Thank you for sharing your concerns. We have escalated this to the relevant team for review. Your feedback is very important to us as we try to improve. I have reviewed your support ticket with **** and it shows we have added a free month for the trouble. Thank you for your understanding. Please don't hesitate to reach out to us if you have any further questions or concerns. 

  Kind regards

  Customer response

  11/22/2024

  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,
  
  ***** *****

*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. ↩