ComplaintsforJetson Electric Bike LLC

• Initial Complaint

  07/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered the bolt-pro electric bike refurbished-Black/Grade A from Jetson for $303.42 with delivery protection plan. I ordered this product on June 14 and labeled was created on June 15. On the receipt it says it would usually take 2 to 3 business days for product to be shipped out. It is July 14 and haven't received my electric bike yet. It is getting close to 30 days of me not receiving my order.The company hasn't provided any updates notifying me the status of the bike. I've reached out to the company on June 21 inquiring about the electric bike through virtual chat. Was told it takes two business weeks and we are past that point. I've contacted the company through email July 12 inquiring the situation and all I got was apology. That the company would reship the electric bike. I have yet to receive a new reshipment order and tracking information. I feel as this point Jetson has not tried to resolve the situation and is giving me the run around.The order number of the product is #******.Tracking Number is ****************** for ****

  Business response

  07/21/2022

  ****** reached out to our support team on June 20th advising the tracking information provided was not showing movement.  Our support team confirmed the order was shipped and that sometimes the carrier will not immediately scan the package but we would look into the status of the tracking with the shipping carrier *** and follow up with them.

  
  ****** inquired about our shipping practices,  the care team referred to the shipping policy available on our website and advised ****** our normal processing time for orders is 2-3 business days.  
  Per our shipping policy, All orders are shipped via ground shipping method and Once orders are shipped,  average delivery times are 1-2 business days for **********, 3-4 days for Midwest, and 5-6 days for East Coast. Free shipping on ** product orders (excluding ****** and ******). ************************************* 

  
  Customer Support received an email from ****** July 11th and 12th  inquiring about the status of the order tracking inquiry submitted and our support team advised ****** they would escalate the order status for a resolution.
  Customer Support spoke to ****** on July 15th going over the shipping policy and to advise we submitted a carrier claim with *** regarding the tracking for order ****** and a reship request for his order was submitted that day instead of waiting for  a resolution on the carrier claim submitted.
  On July 19 order ****** was reshipped and the customer was provided updated tracking for the new order.
  

  
  

  Customer response

  07/22/2022

  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

  05/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made my purchase in Order ****** (Bolt Electric Bike) was placed on 02/18/2022 I didn't receive it until March ****** I charge the bike like the directions said once I did that I noticed the tires looked flat when you are sitting on the bike I called Jetson immediately and asked was the supposed to be this way they explained it's normal I tried riding the bike it would shut off while pressing for electric mode throttle I even have video to show it it started acting up in less then 48 hours I called and emailed didn't hear back until week later asking a lot of questions very rude customer service no one of the same person was able to help me it was always a different person and then I got in contact with this supervisor I believe her name was Edendi then I was told that I wasn't able to receive a refund because it was outside of 30 days then they had to look up and seen I didn't take possession of the bike until much later than they said I could get a full refund I sent the bike back in original packing but I had to pay shipping over $100 came out of my pocket for defective bike I did not understand how or why they doing such practice this is your fault the company that your bike was damaged/defective they only refund me a fraction of my refund not my entire refund plus I paid an extra $100 for defective bike that they sent me I should not have to be responsible for those shipping fees when the bike arrives less than 30 days defective I demand My refund and I demand answers as soon as possible I want to be treated like the customer not like it's my fault this was my first purchase from them and my last I believe if something is not done!!!!

  Business response

  05/19/2022

  
  ******* reported issues with the product received from order ****** 3/18/2022 and was provided a prepaid label for the order return 03/29/2022.  Once the return was received a refund was issued for the order minus the restocking fee.  Per Jetsons return policy,  Products returned in lightly used condition or without original packaging are subject to a restocking fee equal to 20% of the original product purchase price and will be issued a store credit for the remaining 80% of the product value.

  Return Policy: *************************************************** 

  
  In an effort to tun this experience around, we have made an attempt to reach out to ******* on 05/19/2022 to advise we escalated the refund request and a refund of the restocking fee was processed for order ******.  Defending on the financial institution,  the funds should appear in the holder's account within 3-5 business days.
  

  
  

• Initial Complaint

  04/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Jetson electric hoverboard for my daughter. While attempting to calibrate to sync it to the app the hoverboard starting spinning at a dangerously fast speed and burn holes in my flooring. It also left scratches and bruises all over my legs. I contacted Jetson and was told by them to return the hoverboard. I did immediately. They took weeks to ship me a new one and then they shipped the wrong one. Now they are giving me the run around about giving me the correct replacement. They arent be cooperative and havent addressed the flooring issue.

  Business response

  04/08/2022

  The customer reached out to our customer care team on March ********* to report a product issue with the **** Hoverboard ( in violet ) and to advise us that the hoverboard allegedly damaged flooring in the home.

  
  We take all customer feedback and safety very seriously.  In order to best address ******* inquiry, as per standard protocol, we requested some background information on her claim. ***** was responsive during the chat, however, we do need the following additional information below to be sent to our claims team for review, which was requested during and after our chat session.

  
  -Date of incident
  -Name of product and place of purchase
  -shipping address and phone number
  -Explain fully what happened (Including riding conditions at the time)
  -Names of all persons involved (ages if minors are involved)
  -Images of or any documentation relevant to the incident

  
  The customer was provided a return label and instructions the same day under RMA ******.  Because the violet **** was out of stock, we sent a **** in Red as the replacement option so the warranty claim was not delayed.  

  
  The customer contacted us again on March 31th, to advise they would prefer the replacement **** hoverboard in Electric if the violet was still sold-out .  Although in our email communication to ***** included with the return label, we did include a disclaimer regarding replacement model colors varying, as a courtesy we offered to replace the Red **** with Electric Yellow as requested on RMA ******.  We are currently keeping a close monitor on the status of her return to get *****s replacement sent.

  
  Yesterday, we attempted to reach ***** to follow-up on her return request as well as her claim information.  We left both a voice and email message requesting the above documentation.
  We are currently waiting for this information to forward to our claims team for review.   We look forward to working with ***** to resolve this matter.
  

  
  

  Customer response

  04/18/2022

  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]

  I do not have the replacement board yet. The company hasnt sent anyone to estimate and repair the damages to my floor. The company hasnt contacted me.  

   

   

   

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

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

  Customer response

  04/28/2022

  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:

   Estimate attached 

   

   

   

   

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

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

  Business response

  05/10/2022

  We sent a follow-up email to ***** 05/07/2022 requesting any relevant documentation related to the claim submitted for the reported damage to flooring. A replacement Sync Hoverboard was processed and delivered to ***** on 04/25/2022.  ***** replied to our email with additional documentation 05/07/2022.  This information has been forwarded to our claims team for review and ***** will be notified on the claim status via email.

• Initial Complaint

  02/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a hover board for my son and when it arrived it did not work. Started the process to file a return and it has taken over two months to get them to respond when Ive tried every other day and they also said they sent a return label and never did. Feels like they are dragging out the warranty so they dont have to replace it. In the meantime we bought my son another hover board and now were just seeking a refund. The customer service is horrible.

  Business response

  02/18/2022

  The customer reported an issue with a Plasma Hoverboard 01/10 after confirming the product serial number and discussing troubleshooting and was after providing our Support Team the product information, we emailed a prepaid label and return instructions on 01/17/2022  The customer reached back out on 01/27/2022 to advise they did not receive the prepaid label,  Our support team reached out to the customer to advise the prepaid label would be resent and the email with the prepaid return label along with return instructions was sent to the customer 02/02/2022.

  The customer advised they wanted a refund for the product on February 3rd.   Products purchased through an authorized retailer must follow the return policies of the retailer and cannot be returned to Jetson directly. Our return/exchange policy can be found on our website under the help section.  ***************************************************    

  
   The customer was provided the prepaid label and return instructions again on Sunday 02/13/2022.  The customer reached back out to advise they have not received a response each time the label was sent.  The customer reached out via social media 02/17/2021. Our ************ team advised the customer of the dates the prepaid labels were sent and encouraged her to check her spam/junk folder in case the emails were routed in error.

  Normally for warranty support, we offer a replacement of the existing model purchased. However, as a gesture of goodwill and as a courtesy, we left her a voicemail and followed up with an email offering her an upgraded hoverboard ( Hali X ) to replace the plasma hoverboard she purchased. 

  An alternative option we can do is to provide a RideJetson gift card in exchange for the return of the Plasma Hoverboard.  The gift card can be used towards the purchase of any available product from  **************.
  Currently, we are waiting for a response from ****************, we look forward to hearing from her and resolving these issues.

  
  

• Initial Complaint

  01/26/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  After several email exchanges I've decided to file this complaint. Before filing this complaint I also tried to discuss the problem over the phone twice, but getting through to a human is apparently impossible. There have now been 2 email exchanges with support claiming that the returned equipment is sitting in their warehouse, refunds are approved and should arrive at my banking institution within 3-5 business days. 3-5 business days has come and gone several times over. We shipped the unit back to them so we have no product and no refund. This is regarding request (******) with the Jetson support staff via email.

  Customer response

  01/28/2022

  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

  01/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i purchased a Jetson Electric Scooter on 04/12/2021 at the price of $420.86 inclusive of taxes and an extended warranty for $49.00. Early November of 2021, i started to experience steady beeping sounds when riding which most times slows down the scooter and brings it to a halt and then the fender also broke. On the 19th of November 2021 i reached out to the warranty company but they told me i was still covered under manufacturer warranty to reach out to them and i did. They opened a case and asked me to send them pictures, receipt and serial number etc. Also to state what my complaints were which i did that same day. After a week, i had still not heard back from them about the assessment they had made regarding the information i had sent in so i reached out to them again on the 24th and i was again asked to send the same information which i did and requested confirmation that they had received it. On the 26th i received an email giving me instructions on how to use the label attached to send the scooter back to them and i immediately did that. I packed up everything and sent it out Nov, 29th 2021. I confirmed that to them and waited endlessly for a confirmation that they had received it and sent back my replacement scooter but no response whatsoever came and so i called them Dec 20th and also emailed them to say i had tracked the item and confirmed it was delivered so why have i not gotten my replacement? they keep giving me excuses over and over again about why i have not gotten it and how they are working on it etc and i have continuously been the one reaching out to them, yet as i file this complaint i have still not gotten any update as to what is being done or my replacement. It has been approximately 2 months that i have been going back and forth on this matter and they are not forth coming on a resolution.

  Business response

  01/20/2022

  ***************************** *** ***** *********************** *** **********  ************ ** ********** ******* ****** ************** ******* *******************
  
  
  
  Hi *****;
  
  Thank you for bringing this matter to our attention.
  
  We have been in contact with *****.  We apologized for the delay and explained that as result of COVID-19 related complications, in addition to inventory shortages due to supply chain disruptions we are currently operating with delays. Rest assured we are here to make things right.
  
  As per our conversation, we have informed ***** that replacements for the product that she returned to us was unfortunately out of stock, so we offered her and she accepted an upgraded model.  This order has shipped via *** and per the last tracking: ******************, has an expected delivery date of January 24, 2022.
  
  If ***** has any questions about her order, she may reach our customer service department via phone from 9am to 9pm EST at ************ or via our 24/7 using our virtual assistant J by visiting: ***************************************, we will be happy to assist her further.
  
  Once again, thank ***** for her patience and understanding and thank her for choosing Jetson.
  
  Best,
  
  ***************************
  Manager, ********************* Operations
  
  Tell us why here...

  Customer response

  01/21/2022

  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: 
  
  Sincerely,
  
  ***** ***********************

  [I am still awaiting ******************************* final response in regards to the conversation we had pertaining to the warranty roll over from product A to product B and an attestation to the fact that i am not receiving a defect product as replacement, that if said product does give me problems i should be connected directly to *************************** for resolution as he mentioned all these to me in our conversation on Tuesday, January 18th, 2022. He said he will state all these things in an email and send to me, i am yet to receive that email. As soon as i do and also have the replacement item at hand i will update you about resolution. Thank you!]

   

   

   

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

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

  Customer response

  01/25/2022

  I did receive the replacement, however when *************************** called me, the conversation we had was that he will send a replacement and also an email confirming that the warranty from the initial purchase will roll over to the replacement and also that in the event the replacement gives me any issues, he will put a note on my account to be directly connected to him for further resolution. I am still waiting on him to send me that email but he hasnt. I also sent him an email to that effect but he hasnt responded and I need that attestation from him. Thank you!

  Business response

  02/08/2022

  Hi,

  Thank you for raising this to our attention.

  We've been in contact with ************************* on January 31, 2022 at 2:37pm EST via email with the following in her regard to her warranty request.

  
  Jan 31 ?02:37 pm?
  
  Hi *****,
  
  I did note your account and placed notes in this ticket.
  Should the unlikely event an issue should occur, simply ask the agent to reference ticket number ******, as I've added internal notes.
  
  Thank you again!
  Best,
  *******

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

• Initial Complaint

  01/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My daughter received a Jetson ****** for Christmas. I charged it for her after reading the instruction ****** and following it to a T. After it was charged, she was riding it for less than an hour. All of a sudden the hoverboard went black (all of the lights shut off) and the wheels stopped spinning and slung my daughter across the room! It does not beep when the battery is getting low it just shuts off and slings her in the air. I contacted the company about the warranty, and because I have no receipt (it was a Christmas gift) they refuse to honor the warranty and will NOT replace this defective hoverboard. I was told I will have to pay for repairs myself! This is insane!! I just want it replaced! She has only had it 5 days!!

  Business response

  01/10/2022

  ******************************* *** **************************************************************************** ***** ******* ****** ************** ******* ***********************
  
  
  
  Hi *******;
  
  Thank you for bringing this matter to our attention.
  
  Let us start here: We are so sorry to hear that ****** is having problems with her daughters ****** -. This is not the Jetson experience that we aim to deliver.
  
  In reviewing ******* account, I do see two interactions with our customer care team.   On the second interaction, our support agent provided ****** the steps to file a warranty claim on her daughters Strike.  The warranty claim form asks for basic information such as Full Name, address, Serial number of her ****** Hoverboard and a quick description of her experience with the Hoverboard, upon receipt of that Warranty Claim, instructions are provided on how to proceed with returning and replacing her hoverboard.
  
  If ****** replies to this message and supplies the serial number (see below on how to locate the serial number), I will be more than happy to process a warranty claim and send her a postage paid label to return the hoverboard and ship her a replacement.  She *** also contact the customer care department at ************ and ask for postage paid label and our agents can process one for her as well, all we would need is the serial number, and her mailing address.
  
  To locate the serial number:
  On hoverboards  Turn your ride upside down and look for the sticker next to one of the wheels.
  
  Its the busiest time of the year for the Jetson Care Team, and were working diligently to address every single customer outreach. We know that wait times for a response from us can be long during high-volume periods like this, and were so grateful for your patience. 
  
  If ****** has any questions about her order, our customer service department  can be reached via phone from 9am to 9pm EST at ************ or via our 24/7 using our virtual assistant J by visiting: ***************************************, we will be happy to assist her further.
  
  Once again, we thank ****** for her patience and understanding and apologize for any inconvenience that *** have been experienced.
  
  Best,
  
  ***************************
  Manager, ********************* Operations
  
  

  Customer response

  01/11/2022

  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]

  I was able to get the store that it was purchased at to refund me for the hoverboard even though it was past the 30 day return  policy. I have already replaced the hoverboard with a different brand that has better company reviews. Thank you. 

   

   

   

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

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

• Initial Complaint

  12/22/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a dual wheel proton ******* from jetson on 12/7/21 kept calling and messaging about my item that i paid 200$ for then when they delivered the item they delivered a toddler princess ******* i have been trying to get this resolved no one is messaging back no refund has been issued the customer service number is no longer in service i need my money or the correct item

  Business response

  01/10/2022

  ***** ***** ********* *** **************************************************************************** ** ***** ******* ****** ************** ******* *********************
  
  
  Hi *****;
  
  Thank you for bringing this matter to our attention.
  
  We're terribly sorry for the longer than average response time. As a result of COVID-19 related complications, we are currently operating with delays. Rest assured we are here to make things right.
  
  We have been in contact with ************ via email on December 30th and have informed her that her replacement item was re-shipped on December 27th, via *** with tracking # ******************.  Per *** this order was delivered on January 6th.
  
  Its the busiest time of the year for the Jetson Care Team, and were working diligently to address every single customer outreach. We know that wait times for a response from us can be long during high-volume periods like this, and were so grateful for your patience. 
  
  Adding onto supply chain disruptions that have been brought about by the current global health situation, carriers worldwide are also experiencing unprecedented increases in freight activity which created a short back order of inventory which has been and continues to be addressed.
  
  If ************ has any questions about her order, she may reach our customer service department via phone from 9am to 9pm EST at ************ or via our 24/7 using our virtual assistant * by visiting: **************************************** we will be happy to assist her further.
  
  Once again, thank ************ for her patience and understanding and thank her for choosing Jetson.
  
  Best,
  
  ***************************
  Manager, ********************* Operations

*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. ↩