ComplaintsforJetson Electric Bike LLC

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The jetson bolt pro electric bike was bought directly from jetson in November 2023 and quit working in May.I contacted them in May have seem the proof of purchase and a video of what was wrong with it as directed by email when I contacted them about the warranty and they have stopped responding to my emails and have not replaced the bike.

  Business response

  07/16/2024

  Hello ****,

  Thank you for bringing this matter to our attention. We understand the importance of addressing our customers' concerns promptly.  Just to update you, we are already actively working with the customer to replace their ******************** Bolt Pro electric bike under warranty.  Following our standard warranty procedure, the customer provided the required information needed so that we can proceed with the warranty replacement.  We apologize for any lapse in communication that *** have occurred during this process and acknowledge the frustration this situation has caused the customer.   Our team has been in contact with the customer to ensure that the replacement unit is processed and shipped without further delay. Should you require any further information or updates, please do not hesitate to contact us. 

  Thank you

  Jetson Team

  Customer response

  07/21/2024

  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 and the matter has been resolved.
  They have sent a replacement bike and we received it yesterday.
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have tried to reach out to them for over a week regarding a warranty claim for a Jetson e-bike that I purchased that is still under manufacturer warranty I've reached out to chat through email and through the phone multiple times and there has been no response in chat saying that they're offline the customer service number has hung up on me multiple times without even answering says they have no one available and no response on the email I need to know how I can get my bike repaired because when I try to file it online their support website is always down this is been going on for a while they will not reach back out to me regarding the situation I have attached the serial number picture of the bike and everything I can also attach the multiple emails and chat requests to resolve the situation that has not been responded to

  Customer response

  07/16/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Jetson Electric Bike LLC regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

  Business response

  07/17/2024

  Hello *****,

  We apologize for any inconvenience the customer has experienced. Upon reviewing her information in our system, we found that an email was sent to her requesting the correct serial number, as the photos provided did not include it. This is necessary to assist her with the warranty process, if applicable. Below are some tips to help locate the unique serial number for her ******************** product.

  Make sure you look for the serial number on the product itself ********************* serial numbers are usually 17 characters long and contain both letters and numbers. (Heres an example: *****************).  The serial number is, most often, printed on a black and white sticker that is then adhered to your product. For some bike models, though, it will be engraved directly into the bike frame.

  For each of our product categories, heres where to look for it:On kick scooters and e-scooters Check the side or underside of the deck. (Thats the thing your feet go on.)On hoverboards Turn your ride upside down and look for the sticker next to one of the wheels.On bikes and e-bikes Depending on your model, there are three places a serial number could ***** On the stem of the bike frame below the handlebar 2) On the bike frame near where the seat is attached 3) On the lower part of the bike frame in between the pedal area and the front tire On jetkarts Go low: Look on the underside of the seat frame.On kids bikes Scope out the bike frame between the seat and the pedals.On kids ride-ons Serial numbers will be on the underside of the product or on the bottom of the seat.

  Thank you

  Jetson Customer Care

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing this complaint regarding the failure of Jetson Electric Bikes to honor their warranty terms for a defective product. Despite multiple attempts to resolve the issue directly with Jetson, they have refused to provide a refund as stipulated in their warranty policy.Product: Jetson Bolt Pro Electric Bike Issue with the Product:The Jetson Bolt Pro Electric Bike stopped working in May 2024.The bike has always been used in accordance with Jetsons user manuals and has not been subjected to any modifications or unauthorized repairs.The product is covered under a one-year warranty from the date of purchase, valid until November 15, 2024.Jetsons warranty policy states that if a defect arises during the warranty period, they will:Repair or replace the product at no charge.Provide replacement new parts.Refund the original purchase price if the first two options are not possible.May 16, 2024: Jetson confirmed that the bike is eligible for a full unit replacement under warranty but stated that the model is out of stock.May 16, 2024: Jetson offered a gift card for $599.99 as an alternative solution, valid for up to 6 months and usable towards the purchase of any available product on their website.May 16, 2024: I requested a refund instead of the gift card, explaining the urgency of needing a replacement bike.May 17, 2024: Jetson reiterated the gift card offer, citing warehouse expansion and delays in product availability, but did not acknowledge my request for a refund.Current Status:Jetson has not provided a comparable replacement bike and has not offered a refund despite the warranty policy clearly stating that a refund is an option when a replacement is not possible.I am requesting a refund of the original purchase price of $532.52, as per Jetsons warranty policy, due to the unavailability of a comparable replacement bike. This request is based on the terms outlined in Jetsons warranty policy and the current stock situation.

  Customer response

  06/21/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Jetson Electric Bike LLC regarding complaint ID ********.

  I have reached out to the company many, many times trying to resolve the issue with zero response back.

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

  
  

  Business response

  07/09/2024

  Hello *******,

  We sincerely apologize for all inconvenience you have experienced. Upon reviewing your account, we have confirmed that you purchased an extended warranty through the Extend Protection Plan. They have confirmed that your claim has been approved.
  As your Jetson Bolt Pro Electric Bike is faulty, we have informed the warranty provider of the need for a replacement. They have assured us that they will handle the matter, including all associated costs.

  Thank you 

  Customer Service Team

  ********************/TruRide

  Business response

  07/23/2024

  Hello ******,

  I am writing to follow up on the recent concerns raised by *** ************************* regarding his experience with his unit as reported to the Better Business Bureau.  ************** approached us with additional feedback about his recent transaction, expressing certain issues that required our immediate attention. We take all customer feedback seriously and have been working diligently to address his concerns.  In response to his feedback, ************** has opted to receive store credit as a resolution to his situation. We are currently working closely with him to ensure that this store credit meets his expectations and resolves any lingering issues he may have.

  We understand the importance of customer satisfaction and are committed to providing the highest level of support to our clients. Therefore, we are continuously monitoring the situation to ensure that ****************** experience with our business improves and that his concerns are fully addressed. If there are any additional details or actions required from our end to facilitate this process, please do not hesitate to reach out.

  Thank you

  Jetson Customer Care

  Customer response

  07/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Jetson did, after 2 months & over 20 sent emails, technically offer a refund after receiving the bike back, they dodged the question as to how much of a refund I would receive. It should be noted a refund of the purchase price is required by their Warranty Policy, and it should also be noted that I was previously offered a "store credit refund" when I asked for a refund, stating that Jetson doesn't offer cash refunds, though their Warranty Policy clearly states otherwise. After the terrible experience of countless excuses & avoiding responsibility for their faulty product without hope of getting a full refund of the purchase price I opted to take a partial refund through the extended warranty company (Extend) who didn't require the bike to be shipped back, and guaranteed an amount. I did this because I had no confidence Jetson would send the refund, let alone the full purchase price, and didn't require the bike to be shipped back. Extend sent the refund immediately, and there were no issues. The refund was $133.34 LESS than the purchase price.

  The matter is resolved, but I absolutely feel cheated & wronged by Jetson for this whole ordeal, and am out $133.34 with a non-functioning bike that's still well within their own warranty terms. Why did it take a BBB complaint, numerous social media posts, and countless emails to make them offer a refund? Clearly, customer satisfaction is not a priority for Jetson. I will continue to speak out against Jetson's products & customer service on social media.
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  04/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The *** on my Adventure bike broke. It is a manufacturing defect. The Bike is still under Warranty. Per the Warranty, Jetson is contractually obligated to "fix, repair, or refund" the purchase price of the bike. They are refusing to do so and are offering a gift card to be used on their website. If they had a comparable mountain bike for sale, I would be happy to do that but they don't and so I do not have a use for a Jetson gift card at this point in time. I would like a refund of my purchase price, per their warranty.

  Business response

  04/05/2024

  Hi *****,
  
  Thank you for bringing this matter to our attention.
  
  I personally emailed ***** on March 29th and members of our care team has sent subsequent responses to *****, as there seems to be a misunderstanding regarding refund and warranty policies.
  
  Jetson has the ability to issue refunds directly for orders purchased from **************. However, products purchased through an authorized retailer, such as ****** in ****** case, must adhere to the return policies of the retailer and cannot be returned directly to Jetson. For more information on our return policy, please refer to: [Refund Policy Link](*************************************************************).
  
  In my email to *****, I explained that the *** part is currently out of stock, as is the Adventure Bike. I offered to place him on our waitlist for when either the part or full unit becomes available. Since we didn't have an ETA on when the item would be back in stock, we offered him a gift card to ************** for the **** price of $1299.99. This gift card can be used to purchase any product on ************** of his choosing. To provide ***** with more flexibility, I set the gift card to have no expiration date, as our gift cards typically expire after 6 months under normal conditions.
  
  Furthermore, I explained that our warranty coverage is for one year and applies to the original purchase. Replacement units are not covered under a new warranty; their terms are tied to the original unit. The warranty for ******* unit expires on April 21, 2024, and that expiration date would apply to any replacement.
  
  In my email to *****, I outlined the following options:
  
  - The gift card to ************** in the amount of $1299.99 that will not expire, allowing him to make a purchase of any product, at any time from **************, with a new warranty period.
  - Adding him to our waitlist and notifying him when the part or unit becomes available to replace his current unit.
  - Searching for local reputable repair shops that can repair his bike.
  
  We are committed to resolving this matter with ***** and hope to assist him in availing himself of one of the options above.
  
  Best regards,
  *******
  Director, ************* Operations

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Jetson Bolt Pro does not work anymore. When I press the power button, it doesn't light up at all and it has stopped working. It doesn't even charge at all and doesn't power on. I am trying to make a warranty claim but I am being told that I am out of warranty even thought this bike was purchased at ******* And when I attempt to activate the warranty, I get an error message saying the serial number is wrong even though it's the exact same thing I see on my label. For reference, my serial number is ***************** and you can see it in the photo I attached. In any case, since my bike is defective, I am requesting a replacement bicycle as mine is completely dead and doesn't work. A replacement with the Haze model is also acceptable.

  Business response

  02/02/2024

  
  
  Thank you for bringing this matter to our attention.  We are sorry to hear **** is experiencing an issue with his Jetson.
  After receiving notification of the complaint through your platform, we immediately conducted an internal investigation to address ****'s concerns.

  Upon reviewing our records, we did not find any prior communication from **** regarding his issue We asked **** if he contacted us under a different email or phone number but he advised he was attempting to chat with us although he did not speak with an agent.

  Our goal is to get ****************  We offered him a ridejetson.com gift card for the value of his product, under our warranty policy and **** has accepted this resolution.

  Currently, we are working closely with **** to finalize the details of his warranty claim and ensure a smooth resolution to his issue. We are committed to providing excellent customer service and ensuring that ****'s concerns are addressed to his satisfaction.

  Please do not hesitate to reach out if you require any further information or if **** has any additional questions, he may contact us directly by replying to our emails. 

  We appreciate the opportunity to address this claim and are committed to upholding the highest standards of customer satisfaction.
  Thank you for your attention to this matter, and we look forward to getting **** back on the road.
  
  

  
  

  Customer response

  02/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  While I was able to get a gift card out of this, it wasn't as easy as they said it was going to be. At first, they tried to issue me a downgraded version of my bicycle under the guise that the one I originally had was sold out. When I rejected that and offered a bike I would actually want, they tried to give me a gift card and lowballed me for the value of my bicycle ($318.37 gift card when I paid around 450+ for my Bolt Pro). After some back and forth, I was able to get a gift card for the value that I paid for my bike. I would have rather prefered a check instead as the gift card expires in 6 months and their store didn't have what I wanted. But I had to settle for this instead unfortunately as I didn't really see any other options. The Adventure Electric Bike Remanufactured is on their website but there isn't an ETA on when it will be in stock so they should just remove it from their site. In the end, it was a lot of back and forth for a defective bicycle that was in warranty that died in short time and I couldn't even get a check refund only a gift card that expires in 6 months and I had to settle for a refurb bicycle as that was all it could cover.  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a Jetson Bolt ****** directly from Jetson on 12/14/22 and with it purchased the 2 year extended protection plan. On 1/19/24, the bike had a problem with the throttle assemble which prevented it from working. We contacted Jetson and they directed us to their warranty outsourcing provider, Extend. We completed the claim with Extend and was approved. Extend issued a "virtual credit card" for $299.99, the original purchase price. This **** card is only valid to use with Jetson. The price for the replacement bike on Jetson's website is now $399.99 plus tax. Because the insurance claim is less than the replacement cost we need to provide payment for the difference. The problem is their website does not provide for split payments. We attempted to contact their customer service 6 times to ask for help making the split payments but they outsource their customer service to an overseas call center and every time they disconnect the call because they have no way of helping. They are not given the ability to process payments over the phone. We have discovered a gap in Jetson's " automate the entire customer experience" model that is backed up by outsourced customer service that is not plugged into their ecommerce process. We just need someone to help us utilize the warranty funds, process a split payment, and ship us a replacement Bolt bike for our *******

  Business response

  01/25/2024

  We appreciate the opportunity to address her concerns and provide clarity on the matter.
  
  Upon reviewing ****'s case, we confirmed that she purchased an extended warranty for the Bolt Electric Bike, which was initially bought on sale for $299.99. The extended warranty, facilitated by Extend, ensures that customers receive a credit equivalent to the purchase value of their product.
  **** expressed her dissatisfaction due to the current market price of the Bolt Bike being $399.99, which is its original price.
  
  We understand her frustration and have taken proactive steps to assist her in resolving this issue. Our team has been in communication with **** since Friday, January 19th, initially through our chat platform, which subsequently transitioned to email correspondence.
  
  Despite ****'s claims of attempting to contact our call center multiple times, our internal records do not indicate any incoming calls from her phone number. However, we value ****'s feedback and have addressed her concerns promptly through our available communication channels.
  
  To address ****'s situation effectively, we have reached out to our extended warranty partner, and they have provided a solution that will enable **** to complete her purchase using a single method of payment. An email containing detailed instructions will be sent to **** directly from our extended warranty partner.  We want to assure you that we are committed to providing excellent customer service and resolving any issues our customers encounter. We appreciate ****'s business and the opportunity to assist her in resolving this matter satisfactorily.
  
  Should you require any further information or assistance regarding this case, please do not hesitate to contact us at *********************************** or *************** reply to my most recent email directly.
  
  Thank you for your attention to this matter, and we look forward to continuing to work with **** and ensuring her satisfaction.
  
  

• Initial Complaint

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 3rd, I reached out to Jetson for a warranty claim on my black SYNC Hoverboard which had a battery failure in November 2023 and would not hold a charge. I reached out to Jetson in January **** to discover my hoverboard was 40 days out of warranty. I was offered a 15% discount and replacement of the Litho Gray Hoverboard which arrived January 9th.On arrival and attempting to go through troubleshooting steps outlined in chat, the litho failed to turn on or hold a charge. I've attempted three times to reach an agent through the help email as well as chat and have yet to receive a response, even emailing the *** himself and his office. The lack of response, concern, or urgency to assist us has been concerning and troubling. My son is incredibly disappointed not only in the duration of his original hoverboard, but also the receiving of a broken Litho hoverboard. Im asking for a full refund of the Litho hoverboard and significant discount of 80%-100% to rectify the durability issues, dissapointment, and time spent on navigating customer service and assistance.I have attached the Litho order and documentation of email correspondence for your perusal.

  Business response

  01/12/2024

  Hi **************,
  
  Thank you for flagging ********************** concerns to our attention.
  
  We sincerely regret any inconvenience ****************** has faced with his new Litho X and the perceived delay in our care team's response during the post-Christmas peak. Our primary goal is to address the issue promptly and get him back on the road as soon as possible.
  
  As per our records, ****************** reached out to our care team on January 3, ****, reporting issues with the charging of his ************** informing him that the warranty period had expired (as outlined on our website: ************************************************************), ****************** acceped our offer for 15% off the purchase of a new hoverboard. His new order was created on January 3rd, shipped on January 4th via ***** (Tracking: ************), and delivered on January 8th.
  
  On January 9th and January 10th, ****************** contacted support regarding difficulties maintaining a charge with his newly purchased ************ to the peak season, our care team, which typically requires 48 business hours for email responses, had not yet addressed his open request. We recommend utilizing our phone and chat support for quicker assistance.
  
  To address *** ******** concerns centering about his Litho X maintaining a charge, in most cases, our riders have reported success by following the tips provided in this resource******************************************************************************************.  These guidelines have helped the vast majority of our riders get on the move again. 

  
  In the unlikely event the steps provided do not resolve the matter there are a few options we can offer ******************:
  
  1. Troubleshoot and Replacement Charger:
     - We can continue to troubleshoot with ****************** to determine if the issue is related to the battery or the charger. A replacement charger can be sent if needed.
  
  2. Warranty Replacement:
     - We can send ****************** a postage-paid label to return his unit and provide a replacement under warranty, as the recent purchase is still covered.
  
  3. Refund Option:
     - Alternatively, we can send ****************** a postage-paid label for returning his Litho X, and he can receive a refund of the purchase price ($94.95).
  
  We kindly request ****************** to reply to this message indicating his preferred course of action.
  
  Thank you once again for your vigilance in bringing this matter to our attention. We are committed to resolving ********************** concerns promptly.
  
  Best regards,
  **************************;Director, ************* -Jetson Care Team

• Initial Complaint

  12/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchase two Hoverboard Alpha L karts for our two grandson. One had missing screws and ***** that did not fit. The orher did not have any screws. I called customer services and got the run around because I did not have my receipts

  Business response

  12/28/2023

  Thank you for bringing this matter to our attention.  We are so sorry to hear about the issue ***** is experiencing with her Alpha Jetkarts.  Our Care Team requested a copy of the proof of purchase as this is a very common practice when validating a product's eligibility for warranty support.  

  Currently, our Care Team is waiting for a response from ***** with either a photo or screenshot of the proof of purchase so that we can continue processing her claims.  Once received we will reach back out to ***** with next steps. 

   Our goal is to find a resolution that gets our riders back on the road as quickly as possible.  We look forward to working with ***** and look forward to her response.
  

  
  

• Initial Complaint

  12/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered an electric bike from Jetson, a shipping label was created a couple days later but the bike was never shipped, I waited another 10 days or so but fed ex still had not received the package. I then emailed Jetson an inquiry and their response instructed me to wait until 12/20 and if it had not been shipped by then they stated they would ****** it. When I emailed them on 12/20 they said nothing about shipping the package but rather forwarded me their claims handler. I contacted the claims handler and was told they would refund me $225.44 (I paid $229.44). Additionally, even if I wanted to purchase another bike from them, their prices for the same order are now $100 more. From my perspective I was lied to at least twice, and then had $4 stolen from me, all over a bike they never even shipped.

  Customer response

  12/24/2023

  Better Business Bureau:
  
  The business in reference to complaint ID ********, has resolved the issue before response. This resolution is satisfactory to me and the matter has been resolved.
  
  
  
  
  
   
  
  

• Initial Complaint

  12/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered a remanufactured e bike Nov 30th realized I could not get extended warranty, so sent both email and tried to text to cancel. Received a reply Dec 1 after some back and forth email got an email they would cancel. December 3rd the took the funds from my account and December 5 I got notice that it was mailed! There was ample time to cancel this order! I guess they did not want the full price for a brand new bike! Because I will never deal with this business again.

  Business response

  12/06/2023

  Thank you for bringing this matter to our attention.

  ***** contacted our care Team to cancel their order.  Our Care team advised ***** they would submit their request however if it was too late in the process, we would be happy to provide a return label for the return in exchange for a refund ( please see the attached email )

  Our care Team was successful in working with the carrier and *****'s order was refunded.
  We appreciate the opportunity to address this matter and look forward to answering any additional questions ***************** have.

  
  

  Customer response

  12/07/2023

  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 and the matter has been resolved.
  
  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. ↩