ComplaintsforJetson Electric Bike LLC

• Initial Complaint

  10/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Quick summary:I purchased an electric scooter from Jetson Electric 09/13/2021 for $197.10. Item was faulty and I reported the issue with Jetson 09/16/2021. I was told I would receive a replacement as it is under warranty. I paid Jetson a $219 courtesy hold on the 10/31/2021 to receive the replacement without having to send in the faulty product as the scooter was still usable. I have received the replacement but am yet to receive a shipping label to send back the faulty scooter and receive my courtesy hold back. I have contacted Jetson several times to ask for this. I either receive no response or a response that doesn't make sense (like an email saying, *********** your order is on its way" despite not ordering anything and receiving nothing from them). I have called and have finally received a pre-paid shipping label. I am concerned I will still not receive my refund even after sending back the original faulty product. Even if I do, I want to report this business as a "bad business".Long story:Please refer to this document for a summary of all communication between myself and Jetson. I have also attached as a PDF.************************************************************************************************

  Business response

  10/12/2022

  Hi *****,
  Thank you for bringing ******************** concerns to our attention.
  We have reviewed ****** interactions with our care team as well as read her feedback, we recognize that this experience neither meet ****** expectations nor our standards for the service we strive to provide.  *********** that our customers receive, and their experience is our number one priority.
  We will be reviewing the interactions with our team members internally for training and quality purposes.
  To make things right, although we have not yet received ****** original item back, we have notified our billing department to issue a refund in the amount of $219.  Please expect to see the funds back in your account within the next 3-5 business days.
  Additionally, as a good faith gesture, wed like to allow ***** to keep the original scooter.
  It is our hope that we have addressed and resolved ****** concerns.
  Best,
  Jetson Customer Support team

  Customer response

  10/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that the matter has been resolved. Whilst I appreciate that I am not required to send back the original faulty product to receive my refund of the replacement deposit, that product is of no value and it should not be considered a "gesture of good faith". No real compensation has been made for the disaster that this process has been but I no longer want to waste my time on this issue.
  
  Sincerely,
  
  ***********************
  
  

• Initial Complaint

  09/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a refurbished E-Bike from Jetson Electric Bikes LLC. order number#The bike was total junk seem broken unfunctional parts were connected together, called it remanufacture E-Bike and sold the junk it to me. Motor vibration, brakes didn't work or made so much noise. Bobbly wheels. After complaining to ***************** they issued an RMA to return. RMA# I sent the unit back. the item was received by the company and I did not heard back until I contacted the customer service again.. they told me I need to wait a week or so to repair the bike. This is unacceptable the company sold me a junk product and I paid for it and need to wait to fix repair a junk doesn't even work right. I should not have paid for broken product.

  Business response

  09/15/2022

  Jetson customer care strives for 100% customer satisfaction.  We take customer experience as well as the feedback shared by our riders very seriously.  We appreciate the opportunity to address ******** feedback regarding his experiences with our warranty support.

  
  Jetson offers a 1 year limited manufacturer's warranty on all new purchases from the date of purchase.  https://ridejetson.com/pages/warranty-policy 

  
  Nasser reported an issue with his recently received order 08/23/2022  and Jetson provided ****** with a prepaid label the same day to return his order to be exchanged under Jetson's warranty policy. 
  The Bolt Pro that ****** returned will be assessed by our ***************** team and ****** will receive a replacement unit, not the same one repaired per Jetsons warranty policy to avoid repeat issues.
   The typical turnaround time for replacement processing is up to **** business days from the date the return is received.  Per return tracking,  ******** return was received 9/1/22.  Per our records, a replacement Bolt Pro was shipped 9/9/2022. ****** was provided the tracking details for this shipment via email the same day.

  
  As always, we appreciate the assistance you provide us with our Customers. If you have further questions, feel free to contact Customer Support at *****************************************************************.

  
  

  Customer response

  09/15/2022

  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

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased two Jetson scooters and one is defective. After numerous contacts with the company and several wrong replacement parts sent (along with a large number of actual pics I took of the defective part) Jetson offered me a discount on purchasing a new one. I just wanted the defective part replaced. This went on for over two years before they told me there was nothing they would do and I would have to buy a new one.

  Business response

  09/05/2022

  Jetson customer care strives for 100% customer satisfaction.  We take customer experience as well as the feedback shared by our riders very seriously.  We appreciate the opportunity to address ***** feedback regarding his experiences with our care team.
  
  When **** contacted our care team his one-year warranty had expired. In an effort to get him riding again, we attempted to resolve the reported issue by replacing parts.   Once it was confirmed that the needed parts were no longer in production for the retired Jetson model, **** was offered a gift card for $150 to use towards the purchase of their preferred Jetson from our available catalog on **************. 

• Initial Complaint

  08/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Jetson did not deliver my purchased bike, after much time I then asked for a refund which I did not get. Instead they directed me to ask the carrier where the package went. The carrier had no idea then I asked again...no refund.I was forced to do a chargeback which eventually my bank reversed, so now I have no bike, and no refund months later.

  Business response

  09/05/2022

  We take customer experience as well as the feedback shared by our riders very seriously.  We appreciate the opportunity to address ****** feedback regarding his experiences with our care team.
  Order ****** was made 5/3/2022 and a shipping confirmation email with tracking for the package was emailed to ***** 05/06/2022 so that he could track his package with the shipping carrier.
  
  The customer advised on May 31/2022 they still had not received their order and Jetson advised ***** they were unable to file a carrier claim with the shipping carrier because a claim was already open and being investigated by the carrier.  Jetson requested that ***** advise the Care team on any updates from the sipping carrier as they were received. ( attached )
  
  

  ***** provided a confirmation email from the shipping carrier for a lost package being reported in response ( attached )

  The Care team confirmed receipt of this email and advised ***** to follow up with the Care team with an update on the results of the carrier clam.
  The Care team requested an update on the carrier claim filed by ***** and ***** advised Jetson the carrier claim was closed due to insufficient merchandise description per the email received 07/08/2022.
  Care advised ***** how to dispute the claim details with the shipping carrier and ***** confirmed the claim was reopened 7/08/2022.
  The shipping carrier issued a carrier claim as of 7/11/2022 however a dispute was filed for order  on 06/22/2022 and the funds were deducted by the financial institution pending resolution of the filed carrier claim.
  Our response to the dispute was submitted by 08/01 and the dispute was resolved in the Customers favor as of 08/31/2022.
  
  

  Customer response

  09/11/2022

  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]

   The financial institution reversed the refund because Jetson said they would do it. Since Jetson is not actually giving the refund, my bank reopened the dispute investigation, and not they have until Oct 24 to respond back. Again I am left without the refund, Jetson keeps saying they will repay it so my bank reversed the funds to Jetson and not me.

  TThis has gone on for months.

   

   

   

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

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

  Business response

  09/22/2022

  Thank you for sending this update. We are committed to assisting ***** in resolving this matter.

  
  A response was submitted to ****** financial institution 08/01/2022.   We were notified by ****** financial institution the dispute was resolved in ****** favor 08/31/2022.

  
  In the interim, while we believe the matter is resolved via the chargeback being issued.  
  Disputes are decided by the cardholder's bank. Our order team is not able to influence or revert this decision. 

  
  Disputes may take up to 120 days from the date a response is submitted to be resolved by the issuing bank or credit card company.
  If there are any further questions or comments, please feel free to contact us. 
  

  
  

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I canceled my order with Jetson bike around August 3 and still have not received my money back for my order. Every time I call them they already know it is me calling and become very rude and disrespectful (the calls are recorded so corporate can see what I am talking about). I disputed the charge with my bank because they keep giving me the run around about my money. When I called on the 11th I was met with disrespect from ************************** at me about how I should not have disputed the charges from my bank and against HER COMPANY (she said this over and over as if she owns Jetson. I believe she spoke to me this way because she is prejudice). My bank has informed me numerous times that they cant issue a credit because Jetson has ignored their inquiries and refusing to respond and be cooperative in their investigation. The last time I spoke to them they told me (even though they have sent me many emails that my order was canceled) some how they sent out the bike anyway and arent sure why it was sent out. I think this is a lie to prevent them from giving me back my money. They cant provide any tracking number but somehow all of a sudden it was accidentally shipped. I have been more then patient with this company and have gotten nothing but excuses, lies, disrespect, etc. I received no product and still havent received my money because they are angry with me because I had the good sense to dispute the charge with my bank so to get back at me they refuse to be cooperative with my banks investigation.

  Business response

  08/23/2022

  Tell us why Jetson customer care strives for 100% customer satisfaction.  We take customer experience as well as the feedback shared by our riders very seriously.  We appreciate the opportunity to address ******** feedback regarding her experiences with our care team.

  
  We reviewed ******** order history. On 07/30/2022 ******* placed an order on our website for a Bolt Pro Remanufactured Bike.  Our Shipping Policy is available on our website and advises Due to Covid19 our shipping partners are experiencing higher than usual volumes and that our customers may experience slower than normal shipping timeframes.
  On 08/03/2022   ******* contacted Support to request her order be canceled as she saw two transactions from us per her financial institution however when checking our records there was only one order (order ******)  in our system. 

  
  Upon receipt of the cancellation request, our care team sent a confirmation email letting ******* know we submitted her request.   In our communication with Jalessa, we noted that we would provide a postage paid label for her to quickly and conveniently return the order for a full refund in the event we were unable to to prevent the order from shipping.
  On 08/06/2021 a dispute was initiated by ******** bank and the funds for her order were deducted by the financial institution.  Disputes can typically take up to 75 days to resolve depending on review and processing times with financial institutions.

  
  An email confirming the order was successfully canceled was sent to ******* on 08/08/2022 and despite the order being shipped we were able to contact the shipping carrier and have the package rerouted to our return center.
  

  On 08/10/2022 notification of acceptance regarding the dispute filed by ******* was received and funds would be disbursed by the financial institution.
  Again, we thank ******* for her feedback and comments. If either of you has any further questions or comments, please feel free to contact us.  
  here...

  Customer response

  08/23/2022

  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]

   

   Jetson has sent the money to **** but **** is holding my refund pending a response from Jetson. Until they respond to the dispute and inform **** that the money is mine I still cannot get my refund. I spoke to my bank 08/23/2022 and they said that as long as Jetson doesn't respond to the dispute the money will remain with **** until time runs out and get returned back to Jetson. I sent out an email to Jetson today informing them once again that my bank doesn't have my refund **** does until they respond to the dispute.

   

   

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

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

  Customer response

  09/02/2022

  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 financial department is supposed to approve my refund I did not receive a product or my money back from them. Just because they released the funds doesnt mean that their financial department approve it to be sent to me. I have not received my 250 dollars back and I have nothing to show for it. This company has caused me my time and health from stressing about this. I have been reaching out for over a month and nothing has been resolved. They are writing me off saying they released my refund but didnt approve it with their financial department. How can one department resolve this when the other have yet to give me my money back???? As of September 2 I still have not received my money back!!!!

   

   

   

   

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

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

  Business response

  09/29/2022

  Thank you for sending this update. We are committed to assisting ******* in resolving this matter.

  
  In an email dated 09/23/2022 We offered to hold a conference call with ************* to confirm the date we accepted the Dispute files which was This call was set to be held on 09/26/2022.  
  On 09/26/2022 we received confirmation from ******* that the funds in question were deposited into her checking account on Sunday 09/25/2022.

  
  Disputes can typically take up to 75 days to resolve depending on review and processing times with financial institutions.
  Again, thank you for providing ******** feedback and If either of you has any further questions or comments, please feel free to contact us.
  

  
  

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Jetson Bolt Electric Bike on Feb 24, 2022. I read the manufacturer directions and carefully followed them, especially with respect to charging the battery and storing the bike. I rode it less than 10 times, under 1 mile each time. In May, when I went to ride the bike, it died very quickly and would not recharge. I contacted Jetson through their website Chat Bot on May 23. They followed up via email and I provided them with the requested information and they indicated it qualified for a no-cost replacement. They sent a prepaid label for *** and shipping instructions. I packed up the bike and sent it as directed. I notified Jetson the bike was on its way and the response on June 16 said they would ship the replacement within **** days of receiving the bike. The tracking showed it was received on June 28. I did not hear from them. On August 8 I emailed asking for an update. I did not receive a response within 24 hours, so on August 9 I went to their website. The only option was to initiate contact through a Chat Bot. Eventually a live agent came onto the chat. They looked up the claim and told me it said "warranty denied due to wrong SKU". They transferred my information to "*****" who was the one handling my claim. She sent me an email today (August 10) stating that the warranty had been denied for the "wrong item received". She would ask the warehouse if they had received a bike with my serial number, and update me when she heard back from them. Of course I sent them the correct bike. I only had the one bike, so there was no chance of a mistake on my end. The problem obviously must have occurred on their end, where there could be an opportunity for a mix up. Despite this, if I had not persisted in contacting them, there is no indication that they would have contacted me, compensated me, honored their warranty, or returned my property. There is still no indication they will do any of that. All they promise is an "investigation".

  Business response

  08/15/2022

  Jetson continues to work with ********** to resolve this in good faith. 
  
  

• Initial Complaint

  08/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My daughter bought me refurbished bolt pro **** on July the 30th she never received tracking number as promised to her email. i can see on BBB many have this problem. Could be selling bikes not in stock on back order. If that's the case should be posted not in stock. Miss leading bad business. I need tracking number please

  Business response

  08/08/2022

  Hi,

   

  Thank you for bringing *********************** matter to our attention.

  **************** placed an order with RideJetson on July 30, 2022.  His order was processed and shipped via *** tracking: ****************** on August 1, 2022.  Per *** at the time of this message, the package has an Estimated delivery date of: Today, August 08 by 7:00 P.M.

  Our care team spoke to **************** today and informed him of the tracking status.   Upon receipt of this message,  I personally called ****************, and he indicated that one of my care agents already informed him of the shipping status.

  We hope that this brings this matter to a close.

  If there are any further questions, please do not hesitate to let me know.

  Best,

  ***************************

  Sr. Manager, ************* Operations

   

  Customer response

  08/08/2022

  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

  08/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  5/6/22, fire caused by Jetson hoverboard causing mayor damages to personal items and property. 5/17/22 All evidence required by the Jetson customer service was provided by email: pictures, list of loss, and the item that caused the fire for their inspection. Jetson has been ignoring me and caring less of helping recover my loss. I claim the amount of $5,416.99 as of the cost of the items listed which actual cost is even higher, just to be fair.

  Business response

  08/04/2022

  Inspection of the product revealed external factors to be the cause of the reported incident.

  Customer response

  08/09/2022

  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:

  Per the best of my knowledge, I can certify that the unit was stored in a dry place and there was no moist exposure. The device was excessively wet by the fire department to control the fire. On the picture sent few days after the incident  there is no rust signs in the device. The time you took to get and inspect the device and determine or just come up with a cause, that was the time that device must of get ***** from the liquid used by the fire department. No consumer expects that any device in their home will cause a mayor ********* and put their life in danger at this magnitude. I am just requesting to recover my Family lost items caused by your unit exploding at my house. 

   

   

   

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

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

  Customer response

  08/19/2022

  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] No one more than me have been trying to solve this in a good faith and have only lost a lot of time and energy trying to recover my loss. The prove of my good faith is that I have been waiting for 3 months without recurring to any other source of support than Jetson, believing they would be responsible and liable. I didn't claim for any damages  and harm to our safety and health which I would be legally entitle to as part of compensation. Please solve this issue soon so I can take this bad reputation image you are leaving in me as consumer. 

  Thanks, *************** 

   

   

   

   

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

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

  Business response

  02/13/2023

  Thank you for bringing ******** response to our attention.
  
  Per our records, the reported issue was resolved per agreement as of November 11, 2023.  See attached image.
  
  

• Initial Complaint

  08/01/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Company never helped me with order placed online. I ordered a electric bike. Delivery to wrong address and will not help me resolve the issue. Tried to cancel order and change address with no help. This has not only impacted me financially but also ruined my sons birthday.

  Business response

  08/01/2022

  Hi *********************,

  Thank you for bringing this matter to our attention.

  ************************* placed an order on ridejetson.com for a Remanufactured Electric Bike (Bolt Pro) on July 27th to be delivered to:*****************************, ****************************************************************************; On Thursday July 28th,  ***** reached out to our customer care team asking for a change of delivery address for the order, requesting that the order be delivered to: ***** ***********************************************************************************, which is the billing address on the order.

  Our Care team informed ***** that we will submit the address change to our fulfillment team, but noted we could not guarantee that we could capture this order in time, if the order was fulfilled/shipped and if your payment has already been captured by our system.   Unfortunately, that was the case, so our care team informed ***** that she could contact *** directly and they could re-reroute the package.  ***** replied to our email informing us that *** would not process the request.  On her behalf, we reached out to *** and submitted a request to return the package to us (UP tracking number: ******************).   We also placed a note on *****'s account to issue a refund upon the return of the package.  See below for a cipy of the email sent to ***** this morning, following the voicemail message:

  "Hi *****,
   
  Thank you for contacting ****** *************.
   
  We are reaching out to *** on your behalf to have the package returned to sender.  I've also noted your account to process a refund upon receipt into our processing center.
  Please accept our apologies for the inconvenience.  
   
  As an aside, a great option of having more control over a package is creating a MyChoice account with ***.  A My Choice account allows for greater control over packages. The contact us form that my colleague shared below is helpful, but creating a MyChoice account allows package recipients more control over delivery times and addresses.  I share this as an FYI for future reference for any packages being delivered by ***:
  ******************************************************   
  In the interim, if you have any further questions, please do not hesitate to reply to this email.
   
  Best,
   
  *******
  Jetson *************"

   

  Upon receipt of the package, our operations team will issue a full refund to the credit card used to pay for the order at the time of purchase. 

  It is our hope that this brings this matter to a close.  If there are any additional questions, please do not hesitate to contact us.

  Best,

  ***************************

  Sr. Manager, ************* Operations

   

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an electric bike from Jetson back in February of 2022. It was a refurbished bike (model is called the Adventure) that was on sale for $800 (with a 10% discount code). When I received the bike, the front headlamp was broken, and it was obvious the area around the front headlamp was severely damaged in transit. I opted to just buy a third party headlamp and taillight, as opposed to sending the entire bike back to be replaced. I spent many hours trying to negotiate a settlement with Jetson, and 13 emails later they afforded zero help. Fast forward to July, and my bike, with 54 miles on it, died. Apparently the intense heat in my garage zapped the strength of the bike battery, rendering it totally and completely dead. The representative I spoke with at Jetson (chat records also available) said that most people with bikes store them in their homes, which I found very difficult to believe. I have bike racks in my garage, as do most bike enthusiasts. So, Jetson said I could replace the bike for $450, if I sent the old bike back, they would reimburse the charge. The replacement bike they sent to me is NOTHING LIKE THE **** I HAD. In fact, it's a very cheap imitation. The folks at a very reputable bike company in *******, the ************, told me that the bike they replaced mine with was far inferior in all respects. All parts were cheaper (***** made), including the hub, forks, frame, brakes, speedometer, etc. I've spent way too much time and money after purchasing my Jetson bike and dealing with a company that offers to replace your bike, and then sends you a very cheap imitation. This company sent me a lemon and then sent an even worse piece of junk to replace it. Please feel free to contact me should you need more information. What a joke of a company to treat their customers like idiots, expecting them to be happy with a garbage replacement.

  Business response

  07/27/2022

  
  ******* Purchased a remanufactured Adventure 1.0 Electric bike on February 3rd 2022.
  All Jetson Remanufactured products have been recertified and confirmed good-to-go after undergoing a rigorous remanufacturing process. We stand by all our Jetson Remanufactured rides. 
  Under the manufacturer's warranty, we will cover remanufactured products up to ************************************************ workmanship not sustained from misuse at no cost to our domestic customers.

  
  Our warranty policy is available on our website under the Help section at the bottom of the home page:  ******************************************************** 

  
  In addition, Jetson offers an optional Advanced replacement warranty option for customers that prefer to receive the replacement unit before the return is sent back to us for a hold fee that is 50% of the purchase price of the original Jetson product.  Once the return is received,  a refund of the hold fee is processed and sent to the original method of payment.

  
  ******* reached out to the care team on February 10th  to report an issue with his Adventure 1.0 bike arriving with a damaged headlight and the support team offered ******* standard warranty support to replace his bike as we sold out of the Adventure 1.0 headlight at the time.
  ******* advised he purchased a headlight from a third party and wanted to be reimbursed for the purchase of the headlight from the third party.  Our support team advised ******* of Jetsons return policy and offered to send a replacement headlight pending part availability or to provide a prepaid label for the bike to be returned in exchange for a refund.  ******* declined both options.

  
  ******* reached back out on February 18th via chat to report a battery issue with his Adventure 1.0 from excessive heat exposure and our support team offered to provide a prepaid label to replace the Adventure under warranty as our parts team confirmed we sold out of the headlight at that time or we could refund the order upon receipt of the return.  
  Our return policy is available on our website under the Help section at the bottom of the home page:  *************************************************** 
  ******* declined both of these options and advised he did not want to send the bike back to us over a headlight he assumed was damaged in transit per the chat transcript from February 18th.

  
  ******* reached back out to the Support team on June 23rd to advise he was experiencing an issue with the battery not holding a charge. When the support team asked troubleshooting questions to learn more about ********* experience,  the Support Team was advised the bike was stored in a non-temperature controlled area. Per the chat transcript, a garage was used for storage at the time.

  
  All Jetson products come with product manuals that provide information on product assembly, charging and storage instructions recommended by the manufacturer to optimize product performance. 
  ******* advised the support team on June 23rd he would like to move forward with the advance replacement option and paid the hold fee over the phone with a support team agent.

  
  Under Jetson warranty,  we will replace the return with a new model if inventory allows.
  The adventure 1.0 was no longer in production as the Adventure 2.0 was recently released.  ******* received the adventure 2.0 as a replacement on Monday June 27th.
  ******* confirmed there were no performance issues with the replacement however wanted to have the adventure 1.0 as a replacement instead of the Adventure 2.0 as the 1.0 was a preferred design.  
  The warranty return was received by our warehouse July 21st and a refund for the hold fee was issued.
  
  On July 22nd. the support team spoke with ******* and offered to send a prepaid label to exchange his Adventure 2.0 under warranty if he was experiencing performance issues, Support confirmed the replacement he would receive would be the same model ( Adventure 2.0 ) as the Adventure 1.0 was no longer in production.  ******* was also advised we extended the return policy for his original order an additional **************************************************** exchange for the replacement if he would like to move forward with this option.
  

  
  

*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. ↩