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:03/29/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Complaint: Request for Refund and Failure to Respond to Cancellation RequestI am submitting a complaint to the BBB regarding my purchase of a refurbished scooter from Fluidfreeride.Transaction Details:Purchase Date: March 22, 2025Delivery Date: March 28, 2025Issue Summary: I ordered a refurbished scooter on March 22, 2025, and followed the return process by submitting a cancellation request on March 23, 2025. However, I received no response, even after submitting multiple support tickets over several days.When the scooter arrived on March 28, it was not as advertised. The unit I received is from 2021, not "like-new/open-box," and there are several discrepancies:Battery mismatch: I ordered the 72V 32Ah battery but received a 72V 35Ah battery.Brakes mismatch: I ordered the advertised ***** hydraulic brakes, but received **** brakes.Incorrect packaging: The scooter arrived in the wrong box.Attempts to Resolve: I made multiple attempts to contact Fluidfreeride, but received no response. The product is significantly different from what I ordered.Resolution Sought: I request a full refund and for Fluidfreeride to cover the return shipping fees. The lack of communication and misrepresentation of the product is unacceptable.Thank you for your attention to this complaint.

• Initial Complaint

  Date:03/05/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 ordered a new kaabo wolf king gt pro scooter on 11.28.24 for 3292 dollars. I maybe used it 2 times and then the scooter shut off. I put in a support ticket number ****** around Feb 5th ********************************************************************************** back since. I have called and emailed 20 times or so since. I would either like to return the scooter for a refund or just get help with someone to fix it. Thank you.

• Initial Complaint

  Date:02/27/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  The company sold a faulty product and Ive been attempting to receive a refund. However, their customer service has either been non responsive or unwilling to do anything about my order. Despite calling and emailing several times. The company advertises a full refund policy but hasnt responded about my repeated inquiries or complaints.

• Initial Complaint

  Date:01/23/2025

  Type:Delivery 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 was on hold for 20 minutes each time I tried to call and then the call transferred me to voicemail and I left three messages. The phone lines were busy all day? I guess that is confusing to me. My scooter arrived after waiting for it for over a week and the throttle was cracked. It arrived this way and must have been a manufacturing issue or damaged somehow in transit. I have RECEIVED NO ANSWER whether its a call or the multiple emails I have sent. This is THE WORST COMPANY EVER. Totally disrespectful, they emailed me saying sorry their phone lines were busy, but actually they are broken. THE WORST, DO NOT BUY ANYTHING FROM THEM

  Business Response

  Date: 02/07/2025

  This has already been taken care of. She has been sent a replacement scooter. The phone lines were not "broken" we are going thru some internal business changes and the phones are not being answered at this time. We emailed her and explained this but she was upset and I guess didnt listen very well. I hope you enjoy your new scooter, if you have any further troubles just reply to the same email I was already helping you in. 

  We are not the worst company ever we are just going thru some big changes at this time and if you look at our normal reviews you will see we are actually one of the best companies out there when we are running in full swing. We are sorry for any inconvenience it has caused anyone but, if you just email us we will take care of you as soon as we possibly can. Thank you. 

• Initial Complaint

  Date:12/11/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 an Kaabo wolf warrior electric scooter on 10/3/23. Starting in Feb. 2024 it began showing an error message and having a motor issue. They gave me a temporary solution and told me it may need a new motor if the issue happened again. In July 2024 it had the same motor issue and they told me it needed a motor replacement. They sent the part and had me take it to a mechanic they work with to have it replaced. Once the mechanic replaced the motor, another error code appeared and in Sept. 2024 they said now the throttle was faulty and needed replacing, but that it would take 3 weeks to ship because it was back ordered. They didnt ship it and Nov. 11, 2024, I called them to ask about the part and they shipped it at this point (much later than they originally stated and it seemed like they just forgot). The mechanic reported that he believed it was the wrong throttle and was receiving additional error codes of error 6. I again had to be the go between and report these issues to Fluid and at this point I expressed that I believed this particular scooter was faulty to begin with since it began having issues 3 months after I received it and has continued to have issue after issue that is even frustrating a professional mechanic. I asked for a store credit of the entirety of the scooter amount so I could purchase a better model. ***** responded saying that since it was now past Oct 2024 my 1 year warranty was up and I was not eligible for a refund or store credit. I expressed that the issue was well documented as originating from the beginning of the year and so it was under warranty. They again declined. While I understand that they want to keep troubleshooting error codes, there is not end to the new and different error codes that keep showing up. I believe I have been patient enough and have spent a lot of extra money on repairs and on alternate modes of transportation since I havent had my scooter for almost 6 months. I am still seeking a refund.

• Initial Complaint

  Date:11/20/2024

  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 purchased a *********************** scooter from Fluid Freeride on November 5, 2024. After assembling it according to the provided instructions, I quickly encountered issues with the left turn signal. It frequently failed to function correctly or would randomly activate while riding. Additionally, pressing the electric regen brake would sometimes trigger the turn signal, and at times, the signal would remain blinking until the scooter was powered off.I opened service request ticket #****** and described the problem in detail. After several days of troubleshooting and research, I discovered that the issue was caused by the way the scooter must be assembled. The scooter ships with the handlebar detached, and during assembly, the handlebars electrical cables must be pushed into the scooters body. The handlebar is then secured to the scooter using hex screws. Unfortunately, tightening these screws pinches the electrical cables inside the scooters body. This pinching caused the cables insulation to break, exposing the copper wires and leading to electrical cross talk. This explains why pressing the regen brake would trigger the left turn signal.Upon removing the hex screws to inspect the damage, I found the cables severely pinched and damaged. After this inspection, the scooter stopped powering on entirely. I provided Fluid Freeride with video and photo evidence showing the assembly process and the resulting damage. Despite this, they are claiming the damage is my fault and have refused to take responsibility. They have since stopped responding to my attempts to resolve this issue.I am requesting a full refund of $1,076.43, as the scooter arrived with a design flaw that caused these issues and rendered it unsafe and non-functional. Fluid Freerides refusal to acknowledge or resolve the problem has left me with no other recourse.I also created a video demonstrating the issue but cannot upload it here.

  Customer Answer

  Date: 12/23/2024

  Hi, I ended up submitting a charge back with my bank and it has been approved. I have received a refund through my bank.

  Business Response

  Date: 12/25/2024

  The customer was offered a return for a full refund, therefore, we provided him a prepaid return label. Unfortunately, we were not able to process the refund on our end since the customer initiated a chargeback throughout the return process. 

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22585206
  
  I am rejecting this response because: I was not offered a full refund for return. In fact one of their agents (****) accused me of making modifications and told me I would NOT be getting a refund or exchange. That is the whole reason I initiated this complaint and then when they still ignored me, I initiated the charge back.
  
  Sincerely,
  
  ******* **********

  Business Response

  Date: 02/07/2025

  This has already been taken care of he initiated a chargeback and got his money back and kept the scooter besides. There is nothing more we can or will do for him.  Please close the case

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22585206
  
  I am rejecting this response because: I agree that the case can be closed, however, I want to state for the record, that I did NOT keep the scooter. It was sent back with the ***** label that they provided. In their comment, they state that I kept the scooter. This is defamation.
  
  Sincerely,
  
  ******* **********

  Business Response

  Date: 02/07/2025

  I apologize for the misunderstanding. This is not defamation; it was simply an error on my part. I didn't see that you had been sent a return label, so I mistakenly assumed you had kept the scooter. I retract my previous statement regarding that. Please go ahead and close the case. Thank you for your understanding.

  Customer Answer

  Date: 02/10/2025

   
  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

  Date:11/19/2024

  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 file a complaint against [fluidfreeridellc.] regarding an issue with a refund for a returned product. I hope the Better Business Bureau can assist in resolving this matter.Details of the Transaction:Order 1: [#******], placed on [04oct2024], for [wolfwarriorkinggtpro], totaling $[3825.20].Order 2: [#******], placed on [17oct2024], for [wolfwarriorkinggtpro], totaling $[3216.43].Both orders were placed through [shoppay/fluidfreeridellc].Issue Summary:I purchased two identical scooters from [fluidfreeride]. On [17oct24], I initiated a return for one of the scooters due to delivery complications Following the companys return process, I shipped the product back However, when the refund was processed, I discovered that they refunded the wrong order. Instead of refunding the returned scooter (Order [******]), they refunded the unreturned scooter from Order [******].I promptly contacted the company on [november 12] (around the time they received the scooter and issued a refund) to notify them of the error, but my attempts to resolve the issue have been unsuccessful. Despite providing detailed explanations and evidence (order numbers, proof of return, and refund details), the company has not corrected their mistake.I am happy to provide the following:Copies of order confirmations.Proof of return (tracking number, receipt, etc.).Refund confirmation showing the incorrect order was refunded.All correspondence with the company regarding this issue.This situation has caused unnecessary frustration, and I believe it demonstrates poor handling of returns and refunds. I kindly ask for the BBBs assistance in holding [fluidfreeride] accountable and resolving this issue

  Business Response

  Date: 12/23/2024

  As the customer stated he ordered 2 identical scooters 2 seperate orders and returned 1 of them and we refunded him for that scooter, he says we refunded the wrong scooter but they were identical scooters and we refunded the one he actually sent back. If he wanted the other one refunded he should have sent that one back to us. He has already been refunded and this complaint is not valid, he has nothing to complain about. 

• Initial Complaint

  Date:11/19/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 scooter from here in September 2023, and spent more than 6 months between November 2023 to May 2024 trying to have them fulfill the scooter warranty. There was a wiring issue in the scooter that caused the electricity to disconnect mid-ride, which made riding it very unsafe. It took months of emailing back and forth for them to agree to fix the scooter with free shipping (even though at that point I had asked for a refund multiple times). After I sent the scooter, they didn't give me any updates until I emailed them again and they told me that they wouldn't fix or return the scooter because it had damage on it. I let them know that the damage was from a fall I took because of the faulty wiring and they demanded to see "proof". Even though it was an invasive question, I sent them the doctor's note that reported the fall and that I needed an X-ray on my knee, and they stopped responding to me since. I would have been ok with just getting the scooter back, but they literally scammed **** would have filed a complained earlier, but I just found out that I could submit one to the BBB today.

• Initial Complaint

  Date:10/04/2024

  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.

  After less than 2 weeks of use, my Wolf Warrior X scooter started getting an error code and losing power randomly. I took it to the fluid-free ride location in ***** to return it and was told that it could not be returned because it had water damage. Keep in mind that this is a $1,600 scooter with an IPX5 rating meaning that it can withstand direct contact with water that is projected from a nozzle and I had only used it for less than two weeks. I told the ***resentative this and that maybe the scooter had not been sealed properly. The *** responded by saying "We still do not recommend operating the scooter in the rain, as per our guidelines". Guidelines somewhere on their website which I'm sure not many people read before buying a scooter from them. This means that this $1600 scooter that is IPX5 rated, that is even marketed for off-road use on their site cannot reliably be used for commuting or getting around since at some point you'll probably get caught in the rain, go over a puddle, or have it splashed by a car passing by and then you lose the entire thing. This brings into question whether or not it is actually IPX5 rated as marketed. Ironically I used to have a $400 scooter from ****** (that's 1/4 of the price) that I did the same commute for 2 months without a problem. Thinking back I should have stuck with that one. Crazy of me to think that a scooter 4 times the price would be just as reliable. FluidFreeRide offered to fix the scooter for $440 bringing our total to $2100 for a scooter I can't use. I asked if they would buy the scooter back even if they gave me only 60%of the value if I paid to fix it but they declined saying they couldn't buy it back because it had water damage. This is confusing since their own techs would have fixed the scooter and could validate its good working order.

  Business Response

  Date: 10/21/2024

  As informed on our warranty policy, water damage is not covered under any circumstances. IPX5 means that the scooter has a certain water resistance, but it is not fully waterproof. Warranty policy is available on the following link: *************************************************

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22380863
  
  I am rejecting this response because: While your warranty does not cover water damage and the scooter is not water proof that information is not clearly present in you marketing or information about the scooter. As mention in my complaint you advertise this scooter as offroad scooter and your recommendation not to ride the scooter in the rain is in guidelines that are somewhere in your website. If the scooter should not be ***** in the rain that should be stated clearly and prominently in your material about the product.  You may site ur warranty and guidlines as a reason to avoid helping me with this so far $2200 scooter that I can not use for commuting since I might get it wet at some point. But i also have the right to be unsatisfied with your misleading marketing and lack of information. I know that I probably have lost all the money I spent on this scooter but at least someone else might see this issue I have had and save themelve the trouble and money. 

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

  Business Response

  Date: 10/28/2024

  The warranty policy is available on our website, as well as the ** rating that the scooter has which is available on the scooter's product page.

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22380863
  
  I am rejecting this response because: I know where all that information is now. But it does not change the fact that you have misleading marketing and product info. At this point Im just hoping that someone else reads this. interaction before purchasing a scooter from your company. If I could go back I would have never bought anything from you guys. 
  
  Sincerely,
  
  ********* *********

• Initial Complaint

  Date:08/06/2024

  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 an electric scooter from Free fluid electric scooters in ******** & the battery doesnt charge within the one year warranty and why are telling me to go get it repaired & they will give me a store credit. A new battery is $599 from *********** will not honor my warranty

  Business Response

  Date: 08/09/2024

  The customer was informed that we would provide store credit for the labor costs performed by the authorized service center where her scooter will be fixed. The battery will be sent under warranty if the issues are related to manufacturing defects.

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 22100800
  
  I am rejecting this response because:
  What good is store credit. I would like the scooter replaced or repaired free of charge under the warranty. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/12/2024

  It is disclosed in our support center how the customers are reimbursed when it comes to repairs at authorized service centers:************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
  The scooter cannot be replaced since it was purchased and received more than one month ago. We can fix the scooter at our NY service center for free. 

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22100800
  
  I am rejecting this response because: you have not supplied me with a repair location, phone number & contact person I can call to setup the free of charge repair. Possibly a repair ticket number so that it is 100% repairs free of charge & when I get there Im not told something different. Especially since bringing it to one of their ******** locations is a trip. I wouldnt want to waste my time. 
  Please have them send me the authorization information, with location, number & contact. Not just a general statement that they will repair it in one of their New York locations. 
  Thank you
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/14/2024

  Fluidfreeride has 3 service center locations: ********, *****, and *************. The closest one to the customer's address is in **. The customer can either bring the scooter in for repairs or ship it to our store. For more information, please have a look at our warranty policy where the repair process is outlined: *************************************************

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22100800
  
  I am rejecting this response because: I am trying to do the warranty with their New York location & they are asking me for a ticket number. I dont have one or proper authorization for the no charge repair & now they are asking that I forward these emails to them because they are clueless about the case. 
  This is what I expected. They have been dragging this warranty repair out & soon they will tell me the warranty is over & I have to pay for the repair. Their answer gives me nothing at this point. I tried the website for months. 
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 08/14/2024

  I just spent an hour with their online support and their ******** ******** location that is close to me in ********** is closed for renovations. They now want me to ship this electric scooter to a ***** location to be repaired. And they cannot tell me who is paying for the shipping back & forth and why have not yet confirmed that the repair would in fact be at no charge under the warranty as they agreed. They did give me a ticket number now of ****** and they said management needs to look at the case & decide what they want to do. They are supposed to email me with the next step. 

  Business Response

  Date: 08/27/2024

  The customer will take the scooter for repairs to our NY shop at her earliest convenience.

  Customer Answer

  Date: 09/09/2024

   
  Complaint: 22100800
  
  I am rejecting this response because: they only offered for me to bring the scooter for repairs in ******** to be dropped off & the soonest it can be done by them is not until October 8th at 12PM & I am still not sure if they are going to honor their word and fix it at no charge under the warranty now that so much time has lapsed. I will keep you posted on how long they keep it for repairs & if they do it as agreed at no charge or hold my scooter hostage until I pay for the repairs. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/09/2024

  All our stores only work by appointment. The warranty will certainly be honored when the customer brings the scooter to our ******** location.

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22100800
  
  I am rejecting this response because: I have to wait until October 8th to drop it off to them & then see if they repair it at no charge as agreed it should be under its original warranty. 
  
  Sincerely,
  
  *****************************