ComplaintsforJetson Electric Bike LLC

• 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,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a Jetson Bolt Pro from Amazon.ca for my daughter in August 2022. It stopped working in June 2023 (showed a full charge, but once she rode it about 3 meters, would completely shut off).I contacted customer support and was told that my warranty would entitle me to a replacement bike through their website. However, since I live in ******, I was not able to order from their website. Their solution was to send me a refurbished Bolt Pro. I was assured that if I received a bike that didn't work, I would be sent another replacement until the issue was settled and I had a working bike (since i knew that by the time the refurbished replacement bike arrived, my warranty on the original would be over - dealing with customer service took several weeks).The refurbished bike had the same issue. We opened the battery compartment and there were wires that were loose and some appeared to be pinched. There was no way the bike could have worked.So I then contacted customer service again and they agreed to send me another refurbished bike. The same issue is happening with this bike. I have 3 broken Jetson bikes now. I've contacted customer service again and they are refusing to help me. They said that my options are to have it repaired at my own cost or to buy a new one at a discount from their website (which is not an option because I live in canada). They have stated that because the original warranty is over, they can't help me. They took so long to help me originally and sent me 2 garbage bikes that of course my warranty is over. All I want is a new bike or for them to cover repair costsor a refund. They suggested that I return the bike to Amazon, but the return window is long- past.

  Business response

  12/05/2023

  Thank you for bringing this matter to our attention.

  Our care team spoke to ******* and discussed the recommended charge time and maintenance instructions for the Jetson product in question along with the terms and conditions of the limited warranty policy which is available to all customers from our website ***************

  Warranty Policy:  *****************************************************************;

  In an effort to turn this experience around, we are working on an out-of-warranty-options with ******* and look forward to providing a resolution that will get them back on the road as quickly as possible.
  

  
  

  Customer response

  12/06/2023

  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,
  
  ******* ********
  
  
  
   
  
  

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the Jetson's Synch Hoverboard at Target on June of 2022, and the hoverboard stopped working in the spring of 2023 so I requested a replacement through the Jetson's customer service. Initially, they ignored my request but once I got the Better Business Bureau involved they sent me a replacement.Unfortunately, it has been less than half a year since I received the replacement and it has already stopped working. I contacted the Jetson's customer service, but they will not replace it because it is passed the one-year warranty of the original purchase.I believe the company should be responsible for replacing a faulty replacement even if it is passed the one-year warranty period.

  Business response

  11/30/2023

  Thank you for bringing this matter to our attention.  

  
  *** Reached out to our Care team to advise of a battery issue with the original unit and a replacement Sync Hoverboard was shipped and delivered on June 10, 2023.
  Time reached back out to our Care Team on Monday November 27th to report the replacement hoverboards battery was no longer holding a charge.  Our care team offered *** a discount of 40% off his next order as the replacement units warranty coverage fell under the original products warranty and was outside of the 1 year warranty period per our warranty Policy. Our warranty policy is available  on our website for review:

  Warranty Policy:  *****************************************************************;

  After Speaking with ***, our Care Team learned both units were not charged according to the user manual.  It is a common manufacturing practice to equip user manuals with operating and maintenance instructions including charging instructions so that users can optimize product performance as recommended by the manufacturer. All Jetson products include a user manual inside product packaging.

  Nonetheless our goal is to get **************  Our Care Team provided *** with self-repair options and informed him of the maximum charge time for the Sync model along with a copy of the product manual for his records.  In an effort to turn this experience around for *** we maximized an out-of-warranty discount at 50% off his next order from ridejetson.com. All new products carry a limited warranty period from 90 days to 1 year from the date of purchase with an option to purchase extended or accidental warranty coverage up to 3 years for the date of purchase.

  We have advised *** this option is available to him until 5/30/2024.  We appreciate the opportunity to address ***'s concerns and we look forward to assisting him in the future with any additional questions he may have.
  

  
  

  Customer response

  12/01/2023

  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:

  A representative reached out to me over the phone, and after mentioning that I charged purchased and replacement hoverboard for eight hours she told me that it was over the four hours maximum charging time that is stated in the instructions. According to the representative, because it wasn't charged correctly they will not take responsibility and therefore will not replace the hoverboard.

  I believe that their expectation of having their customers follow the maximum charging limit of four hours goes beyond the expectations of regular use of a product with Lithium Ion Batteries. I have used many products with similar batteries, and have charged them for more than the maximum limit stated in the instructions without having the batteries dying.

  If Jetson believes that that is the reason that my hoverboard battery no longer charges, they should make it clearer that the Lithium Ion batteries that they use are inferior to the batteries that most people are used to using and so they should never charge the batteries beyond the maximum limit stated in the instructions.

  I would also ask that the BBB make note of this battery issue in Jetson's hoverboard products.

   

   

   

   

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

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

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  i bought my jetson axle about 2months ago. and i purchased additional warranty coverage from all state. all i can say is, jetson and their customer service *****. i can never get through, the robot takes me in circles, i never get my questions answered, i always speak to someone who i dont understand their language, and i can never get in contact with anyone. it seems like they just wanna sell cheap electric bikes and not deal with the other things. well, some of us use their jetson because that is their main transportation. And when something goes wrong and we need service, nothing. now i know why i see so many trying to be sold on ******** market place. Because they ****. Im selling mine. Its not worth the headache. jetson needs to get it together. ill never buy another one again.

  Business response

  09/14/2023

  Thank you for bringing this matter to our attention.

  ****** called after business hours on September 13, 2023 at 7:09 PM.  Our automated message provided our office business hours and ****** reached back out today and spoke with a member of our ************************** Team assisted ****** with a part replacement under warranty and we will notify ****** with tracking details once her Replacement part has been shipped.

  We will continue to work with ****** and if additional assistance is needed, ****** can reply to our most recent email. Our office is available Monday through Friday from 10:00 AM-6:00 PM EST.
  

  
  

  Customer response

  09/22/2023

  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,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 4 Bolt Electric Bikes on November 27, 2022 as Christmas gifts for my entirely family of 4 (including myself). Two of the bikes were the standard Bolt Electric Bikes for my son's, and the other two were Bolt Pro Electric Bikes for my wife and me. In total, I spent $1,551.57. The bikes came with a standard 12-month warranty, so that warranty is still valid as of today. Unfortunately, in early July one of the Bolt Pro's stopped working. The bike charges and carry's full charge as indicated on the screen, but the bike no longer accelerates at all. On four separate occasions I have attempted to submit a warranty claim using the Jetson website (******************). The process on the website is to chat with a robot to file the claim, but the process simply takes you in circles and never allows a claim to be filed. I requested each time to speak with a representative and all four times waited for over an hour. On two other occasions I called ************ to speak to a live representative and both times waited for over an hour with no one ever taking my call. Both times I hit "2" to receive a call back when a representative became available and never received a call. As I write this I am on hold for a third time and have been waiting for 45 minutes. Jetson's practices are very clearly intended to make the warranty claim process so difficult that consumers eventually give up. I would even go so far as to say that Jetson's intention is to make the warranty claim process impossible. My initial intention was to simply seek a repair to my bike or a replacement if necessary, but given my experience and the expectation that the other three bikes will eventually have issues as well with no real resolution offered by Jetson, I would like my money back.

  Business response

  08/23/2023

  Thank you for bringing this matter to our attention.

  
  ***** Reached out to our Care Team via Chat on July 25th and 26th.  Our Care Team reached back out to ******, but did not receive a response and left our email and phone number for additional assistance.

  ***** called our Care Team On August 25th to advise he was experiencing a throttle issue.  Our Care team submitted a warranty claim for ****** and once his replacement has shipped ***** will be provided tracking details via email.

  We appreciate the opportunity to work with ***** and he can reach us by replying to our email for additional support.
  

  
  

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a scooter from Target in early 2020. It stopped working 3-4 months after I bought it. My fianc was supposed to contact the company to see about repair options. She contacted Jetson. It took them many many months to get back, I am assuming because of Covid. By the time they got back to us, we were not in a position to fix the scooter. We moved homes 4 times since 2020, basically forgot about it until now. I recently contacted them to see about getting replacement parts. I fully understand that it is out of warranty. I am willing to purchase new parts and pay a scooter shop to fix the scooter. Jetson has refused to sell me, or any shop, parts and is refusing to have me ship it to them to have it fixed, or provide repairs shop that will fix it. They told me there is zero options to fix it and I need to buy a new scooter. So I spent $350 to have a scooter for 3-4 months, maybe rode it 15 times, only to have the company admit that their faulty part is to blame but they have zero options to fix it. I dont know the law but it seems pretty shady to make a product and ship it out across the country, maybe even internationally, only to tell the customer that they are out the purchase price with zero options to fix it when it breaks or has faulty components, due to the companies internal policies.

  Business response

  08/22/2023

  Thank you for bringing this matter to our attention.

  **** reached out to our Care Team on behalf of ***** on September 8th, 2021 to advise they were experiencing a throttle issue with their product. Our records indicate the electric scooter was not within warranty and they needed replacement parts.

  The reported item was discontinued in January 2021 and was no longer in production  Once an item has been discontinued available parts will be sold until the inventory has been depleted. Because parts are no longer in production inventory can not be restocked once depleted.

  Our Care team provided **** two options as electric scooter parts are standard and sold with third-party retailers.
  1: We provided a search result for multiple third-party retailers that *** have a comparable part in stock.
  2: **** was offered an out-of-warranty claim discount up to 40% off any electric scooter or electric bike of choice from our website ridejetson.com 

  We will keep the out-of-warranty claim offer available to ***** if he would like to proceed with this option.
  We appreciate the opportunity to work with **** and ***** and they can reply to our email directly if they need any additional support.
  

  
  

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased the Jetson Safara *** in November 2022. Gave it to my son for his birthday in January 2023. From the very first day it did not work. I reached out to Jetson they said the item was out of stock and they should be in stock in June. The product is still not in stock. They offered me a cheaper product as a replacement, but I am not accepting a product that costs *********************************************************************************** our neighborhood. They are offering a gift card, but there are no products on their website that are age appropriate for my toddler. They are continuing to sell defective products and are not honoring their warranty.I have tried to work with them for 7 months, but they are not offering any acceptable solutions.

  Business response

  08/16/2023

  Thank you for bringing this matter to our attention.

  ***** reached out to our Care Team to advise a navigation issue with her ************* on.
  Jetson will provide warranty service through one or more of the following options:
  
  1. Mail-in service. If Jetson determines that your Product is eligible for mail-in service, Jetson will send you a prepaid label so that you may ship your Product to a Jetson Return location. Jetson will pay for shipping to and from your location if instructions regarding the method of packaging and shipping the Product are followed. We do not provide packing materials for returned items. It is the customer's responsibility to ensure all returns are properly packaged. The customer has 30 days to submit their prepaid package from the date of Jetsons creation of a prepaid label. Failure to submit the Product within the 30 days will result in the expiry of the prepaid label and the cancellation of the warranty claim. In the event that this should occur, a new warranty claim may be made by the customer.

  2. Do-it-yourself (DIY) parts service. DIY parts service allows you to service your own Product. If DIY parts service is available in the circumstances, the points outlined in section a) h) below will also apply.

  3. Disposal of Product. Jetson may require that the customer provide proof of disposal of the product in a form as required by Jetson as a condition of receiving a replacement Product or refund.

  4. repair or replace the Product at no charge using new parts or parts that are equivalent to new in performance and reliability, including directing the customer to return a product to the point of original purchase

  The fully warranty policy terms can be viewed on our website ridejetson.com. A link to this page is provided below:
  Warranty Policy: *****************************************************************;

  Please see the Link below to the refund policy that is also available for review on our website.
  Refund Policy:  ******************************************************************;

  Per our refund policy, we are unable to refund purchases made with other retailers as we do not have your payment information in our system.   According to our records, ***** purchased the Safara X from an authorized retailer for $399.99

   Typically we would offer a replacement unit if we do not have available parts for the reported issue.  In the event the requested product is out of stock,  we would offer an alternate product similar in specs or features to the original requested Product. To clarify, the alternate product and Safara X are recommended for riders age 3 years and older.  

  ***** advised of the terrain in her area and preferred a product with battery specs closer to the Safara X.  Our Care team offered ***** a Ridejetson gift card in the amount of $599.99. ***** declined this offer and our Care team maximized the ridejetson.com gift card amount to $644.91. 

  The card expiration date would be waived so that ***** can use the credit for her preferred model when it does come back in stock or if there is an alternate model on the website that the rider would be interested in can be purchased at a later time.

  We appreciate the opportunity to work with ***** and she can reply to our email from yesterday to move forward with this support option.
  

  
  

  Customer response

  08/17/2023

  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:

  [Your Answer Here]

   

   I have waited 7 months for the item to come back in stock. I was told previously that the item would be in stock in June. 
  My child is too young to ride anything else on the website. 
  He has also waited patiently for the item to come back in stock like the team member mentioned. 
  

  I want me child to have something to ride in. If you guys cant provide that than I would like my money back. 
  

  There are other options to issue a refund. 

   

   

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

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

  Business response

  08/30/2023

  Thank you for your response,

  The remote for the reported Product ***** purchased was recently *********. 

  In an effort t turn this experience around for *****, Our Care team requested a replacement remote control for *****'s product which was shipped yesterday. ***** was provided tracking information and advised the gift card offer for $644.91 previously made is still available to her if the rider continues to experience any issues with the product.

  We appreciate the opportunity to resolve this matter and ***** can reply to our email if se would like to proceed with the gift card offer.
  

  
  

*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. ↩