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Business Profile

Electric Scooter

GOTRAX

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electric Scooter.

This business has 1 alert

Complaints

This profile includes complaints for GOTRAX's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

GOTRAX has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • GOTRAX

      2201 Luna Rd Carrollton, TX 75006-6505

    • GoTrax

      3000 Lawrence St # 142 Denver, CO 80205

    • GoTrax

      3000 Lawrence St # 142 Denver, CO 80205

    • GoTrax

      3000 Lawrence St # 142 Denver, CO 80205

    Customer Complaints Summary

    • 385 total complaints in the last 3 years.
    • 198 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/29/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a scooter online from this particular company. The scooter took way longer than the posted expected delivery date. They would not allow me to cancel the order even though it had not left the warehouse, I was advised I would have to wait until its deliver. Upon delivery I started the process to return the scooter. I filled out the form and sent multiple follow up requests. I also called the company multiple times only to be met with horrible customer service representatives and told that their is no manager or supervisor who has a phone line to resolve the issue.

      Business Response

      Date: 02/11/2025

      Dear Mrs. **************** you for reaching out and for your patience regarding this matter. We sincerely apologize for the delays and any frustration caused by your recent experience with our ordering and return process.
      We understand that the extended delivery time and the inability to cancel your order were less than ideal, and we regret any inconvenience this may have caused. Please know that we take your concerns seriously, especially regarding customer service, and we truly appreciate your feedback as it helps us improve.
      In an effort to resolve this matter, I would like to send you a return shipping label to have the product sent back to us at which time we will process a full refund of $274.00 immediately. If you are willing to close this complaint.
      Please let us know how you would like to proceed, and again, we appreciate your time and understanding.

      Customer Answer

      Date: 02/12/2025

      I have reviewed the business response and accept this resolution. 

    • Initial Complaint

      Date:01/28/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered G4 Electric Scooter for Adults on Black Friday (11/29/24) and received it on (12/5/24). However, it was a Christmas Present for my college aged son, so he did not open it until 12/27/24 at which time we realized that the back wheel and motor was broken. The bike did not move. We contacted GoTrax on 12/27/24 and did not hear a first response until 12/31/24 at which time they asked all the same questions that had already been given. They then responded on 1/2/25 and said that they had everything to consider a return/warranty and would respond ****. I sent multiple emails and made many phone calls in which I was promised I would receive contact and did not until 1/24/25 at which time they simply said I should take it to a bike shop get it fixed. And then again on 1/27/24 they said that I was passed the return date and they could send me a video on how to fix. It is clear they have no intention of taking ownership of sending a broken Ebike. They did not allow you to talk to anyone on the phone. Everything is done through email. The emails are unprofessional and place blame and effort on the customer.

      Business Response

      Date: 02/11/2025

      Good afternoon Mrs. ******,
      We sincerely apologize for the frustration and inconvenience you have experienced with your recent purchase of the G4 Electric Scooter. We understand how disappointing it must be to receive a defective product and then encounter delays in resolving the issue. We recognize your frustration with our email-based communication, and while our phone support is currently limited, we assure you that we are escalating this matter internally to resolve it promptly.
      At GoTrax, we strive to provide the best customer service possible, and we regret that your experience has not reflected that standard. Based on your timeline of events, it is clear that there were delays in communication and resolution, which have understandably contributed to your dissatisfaction.
      While our warranty and return policies outline specific timeframes for returns, we recognize that your situation involves a defective product that was discovered immediately upon unboxing. Given that you reported the issue promptly, we acknowledge your concerns regarding accountability.
      Next Steps:
      We want to work toward a fair and satisfactory resolution. If you would be willing to resolve the complaint as satisfactory, we can ship you out a brand new G4 Electric Scooter. 
      Please let us know if this is a satisfactory resolution for you, and we will move forward as quickly as possible. We truly appreciate your patience and the opportunity to make things right.

      Customer Answer

      Date: 02/11/2025

      This may not be the space for it,

      but while I appreciate their willingness to send me a brand new Ebike- I would like to send this broken one back and get a FULL refund. At this point, my experience with the company and their products is not one of trust and I would prefer not to work with them now or in the future. Communicating with them is so difficult, I would hate to receive a "brand new" Ebike that is also broken and start this process again.

      Is it okay to reject the offer and counter with please let me mail this Ebike back for a full refund?

      Customer Answer

      Date: 02/13/2025

      I am rejecting this response because:   

       

      This may not be the space for it,

      but while I appreciate their willingness to send me a brand new Ebike- I would like to send this broken one back and get a FULL refund. At this point, my experience with the company and their products is not one of trust and I would prefer not to work with them now or in the future. Communicating with them is so difficult, I would hate to receive a "brand new" Ebike that is also broken and start this process again.

      Is it okay to reject the offer and counter with please let me mail this Ebike back for a full refund?

    • Initial Complaint

      Date:01/16/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased an e-bike on 11/20/24 and received the bike on 12/2/24. That night, after assembling the bike, I noticed that the bike was defective as the wheel moves on its own without the handle moving it. I contacted ********************************* (the help email provided on the pamphlet) with my concern that very night and did not receive a response. After weeks of follow up, i found that there's another warranty email. finally on 12/29 I contacted ********************************** and received 1 response saying they received my email. After several attempts to have them return the product under warranty, it is not 1/16 and still no resolution. I've sent them several videos of the issue and they have yet to process the warranty return. This is a fraudulent company and they should no longer be able to conduct business.

    • Initial Complaint

      Date:01/14/2025

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Purchase of a new battery, my kids battery stopped working after 6 months. I went online bought a new battery and it has been a month, no battery, no response, won't answer phone, won't return calls after voicemails left. Charged my card collected the money and still nothing. This is theft and this company is a scam and should be legally shut down. My kid is out a scooter, I am out $77.00, we all should get together and file with a Lawyer.

    • Initial Complaint

      Date:01/10/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      There was a problem with my rear wheel motot. I contacted the company and after back-and-forth communication, they offered a new rear wheel moter and provided a order number in Dec 20. After that, there's no progress on the shippment and I contacted them several for help on the shippment, but with no reply at all. Without the new moter, I am not able to ride my bike and have to take UBERS everyday and spend a lot in *****, as there's no suitable public transporation for me.

    • Initial Complaint

      Date:01/09/2025

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a scooter from Gotrax. They delayed the order passed expected delivery date. I cancelled the order and they shipped it anyway, well passed the delivery date and after cancellation of order. They told me once it was shipped they would send a return label. Now they are asking me to provide all kinds of reasons for return when they told me they would send a return label. I have lots of emails concerning this. Bottom line, I cancelled the order before it was shipped and they promised a refund and a return label. Now they are trying to send me other emails to the contrary and asking for defects when they told me it would be returned.

    • Initial Complaint

      Date:01/09/2025

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Ordered a hoverboard for our daughters birthday and it arrived making a funky sound and wheels not turning properly. Immediately requested return mailing info as the return policy said it must be initiated within 14 days for a refund. The website directed us to a form which we filled out with no response. We then emailed customer service for a code that was apparently required for return processing and they refused to provide it, requesting a video of the issue. A constant runaround and evasive tactics. Still no refund after mailing the broken product back weeks ago.

    • Initial Complaint

      Date:01/09/2025

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On December 29th 2024 I placed an order with gotrax and it was to be delivered within 3 to 5 business days.389933 is my order number. The item still has not been delivered. I have contacted support numerous times via email and left messages and their ***** number and not received any responses. According to ***, it has not been received by them to be mailed out to me. But now all of a sudden on their website it says it was delivered on January 4th. This is untrue. I want my money back and my item or just my money back.

    • Initial Complaint

      Date:01/09/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hi,I submitted a return request on 12/26/24 through the companys website. I have not heard anything since, have submitted messages through their website to follow up and called their customer service number almost daily yet nobody picks up. I bought my son a Go Trax Rival for Christmas and it was delivered defective. The handlebar doesnt fit into the stem properly. It looks like it was welded or cut wrong when originally made. Also the stem is wobbly and unsafe for my son to ride.We already have one of these that we purchased for my older son and that is what I am using for ************* order # is ******

    • Initial Complaint

      Date:01/08/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered an e-scooter to be gifted to one of my kids for Christmas on December 15th. Their website stated that there would be Christmas delivery if ordered by December 17th. It became clear to me that the scooter would not arrive on time, so I bought a different brand scooter from a local store. I tried calling to check the status of my order and no one answered on December 23rd. I discovered online that my order was unfulfilled. I emailed their support team and was told that the order was cancelled, however I only received a $50 refund. The order total was $319 for a scooter and a helmet. ($244 and $75). Unfortunately after Christmas I received delivery information for my cancelled scooter and it was delivered on 12/28. I immediately reached out via support email and was told that someone from the team would give me return instructions and a full refund once they received the item back. However since 12/30 I have not heard one word. I have followed up twice and sent a message via social media. And also, I never even received the helmet. So I paid $319, was refunded $50 (Im not even sure why) and now have $269 that I am due and a scooter that I dont want and requested to be canceled when it was unfulfilled. I have called and no one answers and there is no answering machine. I am super frustrated. I want my money back and I want to ship this scooter back on their dime. This is a terrible company to work with.

    GOTRAX is NOT a BBB Accredited Business.

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