ComplaintsforGOTRAX

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 13 son purchased a GoTrax scooter in June of 2023. It worked fine for a few months and then was stored for the winter. At the beginning of spring it wouldn't charge and GoTrax is claiming that it's the battery (after I was initially told it was the console). They say that the battery is only under warranty for 180 days, but their website says it was a year before they recently increased that to 2 years in November 2023. I contacted their support and after many back and forth emails where they initially said it was the console and they'd see if they had one to send me, they finally said it was the battery and I was out of luck. My 13 year old son saved up and paid for this and it's ridiculous that it only lasted a few months of riding before becoming a paperweight.

  Business response

  04/29/2024

  Hello *****, 

  We hope this email finds you well. We wanted to personally reach out to apologize for the frustrating experience you've had with your son's scooter. It's truly disheartening to hear that the scooter, which your son purchased with his hard-earned savings, developed issues after only a few months of use.

  We understand the inconvenience and disappointment this situation has caused, considering the initial confusion regarding the source of the problem and the warranty coverage.  Upon reviewing our records, our team did reach out to you on 4/18 to offer assistance with a replacement console to address the issue. Please rest assured that we are committed to resolving this matter promptly and ensuring that your son's scooter is back in working order as soon as possible.

  Our support team will be communicating via email with the next steps. If there's anything else we can do to assist you further or if you have any additional concerns, please don't hesitate to reach out to us via email at *********************************** We're here to help and ensure that you and your son have a positive experience with GOTRAX.

  We appreciate your patience and understanding as we work to resolve the issue.
  
  Warm regards,
  GOTRAX Support Team

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was gifted an ebike by my coworkers last October/November 2023 and the bike was working property until about 12/26/2023 when I had issues with electric throttle. In a nutshell I couldn't use the electronic assist and relied on pedaling. Calling GoTrax to resolve this issue has been futile on my part. they sent me so far 2 different parts to see if it was the issue electronic controller and another small part. But, having had it installed the issue remains to this day. Then they suggested that they would send me an electric motor back this past February and as of today 4/16/2024 I haven't received the part. Its been in a "create label" state since about 3 weeks ago if not more. Therefore, I am seeking to file a complaint as I was told a supervisor from GoTrax can't call me for some reason. I can only call customer support. I am looking to have a replacement bike sent to me for my troubles.

  Business response

  04/18/2024

  Hello ***,
  
  I hope this email finds you well. I am writing to address the delay in processing and delivering your recent order. Firstly, please accept my sincerest apologies for any inconvenience or frustration this delay may have caused you.
  
  At Gotrax, we strive to provide our customers with the highest level of service, and it's disheartening to hear that we fell short of your expectations in this instance. Please know that your satisfaction is of utmost importance to us, and we are committed to resolving this matter promptly.
  
  Our records indicate that an order was created yesterday April 17, 2024, for a bike motor assembly. The order number is #****** and the tracking number is 1ZWV27890315931201. Keep in mind that our orders take 1-2 business days for processing and 3-5 business days for shipping. 
  
  If there is anything else we can do to assist you or if you have any further concerns, please do not hesitate to contact us directly at  **************  9 am - 5 pm MST, Monday - Friday, or ********************************** for email support.
  
  Once again, I apologize for any inconvenience caused, and I thank you for your understanding and patience in this matter. We value your business and look forward to serving you better in the future.
  
  Best Regards,
  GOTRAX Support Team

  Customer response

  04/19/2024

  I am rejecting this response because:   it shows Label Created and no sign of shipment status from *** ....******************;

  Business response

  04/19/2024

  Hello ***,

  I hope this email finds you well. I'm writing to apologize for the wait on the delivery and processing of your order. First of all, I sincerely apologize for any difficulty or inconvenience this delay may have brought upon you.

  At Gotrax, we strive to provide our customers with the highest level of service, and it's disheartening to hear that we fell short of your expectations in this instance. Please know that your satisfaction is of utmost importance to us, and we are committed to resolving this matter promptly.

  According to our records, an order for a bike motor assembly was placed yesterday, April 17, 2024. The tracking number is 1ZWV27890315931201, and the order number is #******. Remember that processing and shipping timeframes for our orders are 1-2 and 3-5 business days, respectively.

  If there is anything else we can do to assist you or if you have any further concerns, please do not hesitate to contact us directly at ************** 9 am - 5 pm MST, Monday - Friday, or ********************************** for email support.

  Once again, I apologize for any inconvenience caused, and I thank you for your understanding and patience in this matter. We value your business and look forward to serving you better in the future.

  Best Regards,
  GOTRAX Support Team

  Customer response

  04/19/2024

  I am rejecting this response because:   it still say Label being created or not created yet. When I see that label is created and *** has picked up the part and sending to my address, I will then accept but at this time not accepting the way it is. 

  Customer response

  04/22/2024

  I just spoke with Support at GoTrax for order number ****** the electric motor.  They still do not have shipment status from *** yet that *** picked up at their warehouse. 

   

  ******************;

  Customer response

  04/29/2024

  I just called GoTrax support 4/29/24 and still no sign of where the motor part is. Only label created and now this is in this status since 4/19. Sent message to GoTrax support email to state to make arrangements to send me NEW BIKE 5/3 as shipment....

   

  ******************;

  Customer response

  04/30/2024

  this is the 2nd time they have tried to ship out the motor to my address.... and supposedly it shipped to the warehouse where *** would pick it up on 4/18.... well just learned today that they never shipped to the warehouse and this is the latest message that for a 3rd time they are going to ship it out. Hello ******, I went ahead and got in touch with our tech he is going to be pulling the motor shortly. I will keep you in the loop when I receive it I will let you know when I can ship it out as well   I am just tired of them now. I am getting local media involved to expose them to their tactics they use to keep customers at bay.... 

  Customer response

  05/01/2024

  I am still awaiting for shiopment of the motor and here is the reply from them this morning; 10:17?AM
  GoTrax
  
  
  Hello ****** we are trying to move as fast as we can, I will make sure the wheel is sent out before the end of week! we have 2 ware house so we are having to pick and pull the part and get it back to the original warehouse.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased 2 bikes on March 1,2024 and immediately one started getting Error Code 30. My son has only gotten 2 weeks of ride time, and now his expensive piece of equipment just sits in the garage. It will sometimes turn on, but not worth the risk of riding, as my son has been stranded twice now. **************** said they would send out a part to address the error code, but I havent received any update as to when that part will arrive. When I try to call the customer service phone number, all it is is a third party call center that helps with absolutely nothing. We paid $650 for the bikes , which is a decent price, but too much to pay for something to not work. I made contact on 3/18/24 to address this issue, and still have no solution. I just want my son to be able to use his birthday gift, I am so frustrated and wish we would have gone elsewhere.

  Business response

  04/19/2024

  Hello *****,

  I hope this message finds you well. I wanted to reach out to you regarding the delay in resolving the issue you recently experienced. Firstly, please accept my sincerest apologies for any inconvenience this delay may have caused you. Your satisfaction is our top priority, and I regret that we did not meet your expectations in this instance.

  I'm pleased to inform you that we have taken immediate action to address your concern. A new order #****** has been created for you, and I'm delighted to let you know that it's already on its way to you. You can expect to receive it during the course of the day according to ***** tracking number 273547160137.

  While I understand that this resolution comes later than desired, please know that we have implemented measures to prevent such delays in the future. Your feedback is invaluable to us, and we are continuously striving to improve our processes to better serve you and all our customers.

  Once again, I apologize for any frustration or inconvenience this situation may have caused you. Should you have any further questions or require additional assistance, please feel free to contact us directly at ************** 9 am - 5 pm MST, Monday - Friday, or ********************************** for email support.

  Thank you for your patience and understanding throughout this process. We truly appreciate your business and look forward to serving you better in the future.

  Warm regards,
  GOTRAX Support Team

  Customer response

  04/19/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On January 30 I bought a scooter for close to $600 and it stopped working by the beginning of March I tried calling them, but they said they can only work by e-mail, so I described the problem and they sent a part and it still didn&#**;t work so we were back to square one ************** I requested a phone call so we could troubleshoot on the phone, however they said they can&#**;t speak by phone and when I called customer service they said I can&#**;t speak to tech support or any supervisor or manager by phone Finally they told me if I send back the scooter I will receive a replacement Last Monday 4/1 I forwarded them a screenshot showing them the scooter was delivered and I have not received a response from them since Can you help?

  Business response

  04/16/2024

  Hello ******, 

  Thanks for reaching out to us. We sincerely apologize for the inconvenience and frustration you've experienced with the delay in receiving a replacement scooter and the lack of response from our team. At GOTRAX, we strive to provide exceptional customer service to all our valued customers. 

  Our records indicate that the defective scooter was indeed returned to our warehouse on April 01, 2024. We sincerely apologize for the delay in sending out the replacement scooter and for the lack of communication regarding the status of your order. To address this matter promptly, we will be forwarding your case to management so they can expedite the shipping process. A new order for your replacement scooter will be created tomorrow, April 16, 2024, and you will receive an email confirmation once it's processed.

  Once again, we apologize for any inconvenience and the extended waiting time you've experienced. Please rest assured that we are committed to resolving this issue for you as quickly as possible.

  Thank you for your patience and understanding.

  Best regards, 
  GOTRAX Support Team

  
  
  
  
  

  Customer response

  04/17/2024

  I am rejecting this response because:   it is now April 17th and I have not received any email from gotrax with a shipment of a new scooter. They said it would be processed on April 16.

   

  Thank you

   

  Customer response

  04/25/2024

  This issue has been resolved

  We received a replacement scooter

  Thank you for your help

  Business response

  05/02/2024

  Hello ******, 

  Thanks for reaching out to us. We apologize for the delay in responding to your concerns. We understand how frustrating it can be when your scooter isn't working as expected, and we sincerely regret any inconvenience this has caused you.

  Upon reviewing our records, it appears that the replacement scooter was dispatched from our warehouse on April 22nd and successfully delivered to your shipping address on April 25th. We hope this resolves the issue you've been experiencing, and we're here to assist you further if needed.

  If you have any other questions or require additional support, please don't hesitate to reach out to our support team at *********************************** Your patience and understanding are greatly appreciated as we work to ensure your satisfaction.

  Thank you for choosing GOTRAX and for giving us the opportunity to assist you.

  Best regards,
  GOTRAX Support Team

  Customer response

  05/02/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Their product broke after 1 month of having them.They refuse to send new parts or new bikes( I purchased two bikes) For 6 months they have given me the run around and not resolved this issue

  Business response

  04/15/2024

  Hello Aspen, 

  Thanks for reaching out to us. We deeply apologize for the inconvenience and frustration you've experienced with the delay in resolving the issue with your bikes. Your satisfaction is of paramount importance to us, and we understand your frustration with this ongoing matter.

  Upon reviewing your case, we see that our team created an order for a replacement meter and battery for you on November 04, 2024. However, as the model is discontinued, there may be longer lead times for these parts to be shipped. We apologize for any inconvenience this may have caused. Furthermore, our team reached out to you on March 20, 2024, informing you that we would be escalating your case to our specialized technicians. They will be providing assistance with troubleshooting or arranging for replacement parts as needed. Please rest assured that we have prioritized your case and are working diligently to resolve it.

  Once again, we apologize for any inconvenience and frustration this situation has caused you. Thank you for your patience and understanding as we work to rectify this issue. If you have any further questions or concerns, please don't hesitate to reach out to us via email at **********************************. 

  Warm regards,
  GOTRAX Support Team

  Customer response

  04/15/2024

  I am rejecting this response because:   
  

   

   

  Dear Gotrax Customer Service,
  
  
  Date: 4/15/23 

   

  
  
  
  

  Thank you for your response. This issue has still not been resolved. As of 4/12 I was informed that no parts would be sent out due to them not being available but still no solution has been offered. I would like to bring to your attention that the claim regarding spare parts for my bike was actually filed more than 6 months ago, which falls well within the warranty period. Given the discontinuation of the model and the unavailability of spare parts, I kindly request either a full refund, replacement bikes, or a full credit that is eligible for another item of my choice.

  
  
  I understand that this situation may not be within your direct control, but as a customer, I expect that my concerns are addressed and suitable alternatives are provided. I appreciate your understanding and prompt attention to this matter
  
  

  Business response

  04/16/2024

  Hello Aspen, 

  Thanks for reaching out to us. We sincerely apologize for the extended waiting time and the delay in sending the replacement parts  for your two bikes. We understand the frustration and inconvenience this situation has caused you.

  Upon reviewing our records, it appears that our support team reached out to you on 3/20/2024, informing you that they would be consulting with our technician for further assistance. We acknowledge that there has been a delay in resolving this issue, and we apologize for any inconvenience it may have caused.

  Please rest assured that we are committed to ensuring that our team follows up with you promptly to provide appropriate troubleshooting for your bikes. Additionally, our team indicated that if necessary, they will assist you with obtaining replacement models to address the issue. We highly recommend replying to the email thread with any further information or concerns you may have, and our team will continue to assist you until this matter is resolved to your satisfaction.

  Thank you for your patience and support as we work to resolve this issue for you. We apologize once again for any inconvenience this situation has caused, and we appreciate your understanding.

  Best regards,
  GOTRAX Support Team

  Customer response

  04/16/2024

  I am rejecting this response because:   
  

  Hello,

  I will not close my claim until replacement bikes are sent and received. It has taken 6 months to be told I will not receive the replacement parts for my bikes because your company has discontinued them. That is not my fault and again the warranty has not been honored by your company. 

   I have still yet to receive any email response from your team and have not been offered any solution.

   

   

   

• Initial Complaint

  04/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Purchased 2 hoverboards from hoverboard.com (GoTrax) on 11/28/2023 order HB20423. They knowingly sent what they referred to as better boards with no notification or approval. I went through their RMA process and had *** confirmation of their return on 12/19/2023. As of this complaint date 4/8/2024 they still have not refunded my money and keep telling me a manager will contact me. This is not a reputable company and I want my money returned!!

  Business response

  04/16/2024

  Hello *****, 

  Thanks for reaching out to us. We sincerely apologize for the inconvenience and frustration you've experienced regarding your purchase of two hoverboards on 11/28/2023. It's unfortunate to hear about the issues you've encountered with the delay in refunding your money.

  Our records indicate that according to the shipping label, both items were indeed returned to our warehouse on 12/19/2023. We apologize for any delay in processing your refund and for the inconvenience this has caused you. To address this matter promptly, we will be escalating your request to management and prioritizing it to ensure that you receive a resolution as soon as possible. Please keep an eye on your email for any notifications regarding the next steps of the process.

  We sincerely appreciate your patience and understanding as we work to resolve this issue for you. Thank you for bringing this to our attention, and we apologize once again for any inconvenience this situation has caused.

  Best Regards,
  GOTRAX Support Team

  Customer response

  04/16/2024

  I am rejecting this response because:   It has now been 4 months since the return that I had for 8 days. You have again confirmed the return and again apologized but I still dont have my money. Every time I contact you by phone or email the response is we will escalate this to management. What a terrible company. I have contacted my credit card company and will be doing reviews through ****** and every other site I can find. You give internet commerce a bad reputation. 

  Business response

  04/19/2024

  Hello *****,
  
  We appreciate you reaching out to us. We deeply regret the inconvenience and frustration you've encountered regarding your purchase of two hoverboards on 11/28/2023. It's disheartening to learn about the challenges you've faced due to the delay in refunding your money.
  
  According to our data, on December 19, 2023, both items were returned to our warehouse in accordance with the shipping label. We are sorry for any trouble this delay may have caused you and for any delay in completing your refund. We will forward your request to management and give it the highest priority to get a quick resolution for you. Please expect to receive emails shortly with information on the following steps in the process.
  
  We genuinely appreciate your patience and understanding as we endeavor to resolve this matter for you. Thank you for bringing this matter to our attention, and please accept our apologies once again for any inconvenience you've experienced.
  
  Warm regards, 
  GOTRAX Support Team

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This concerns order number ****** placed on December 13, 2023, for an ************* Scooter. As GOTRAX is aware, this product was ultimately never received and returned to sender with delivery on January 4 2024. Tracking No. 1Z841A290390968747 with *** shows proof of this returned mailing. This has caused issues with *********** because of GOTRAXs insufficient communication with *********** as to the facts of the matter and *********** has since denied a chargeback. As of February 20, 2024, GOTRAX again, after other several and prior assurances, indicated it be issuing a credit for the purchase. No refund has still been received.

  Business response

  04/16/2024

  Hello ******, 

  Thanks for reaching out to us. We sincerely apologize for the inconvenience and frustration you've experienced regarding your order placed on December 13, 2023, for the ************* Scooter. At GOTRAX, we are committed to providing exceptional customer service, and it's disheartening to hear about the issues you've encountered.

  Our records indicate that there was an ongoing chargeback in January 2024, which unfortunately prevented us from processing a refund for your order. We understand the frustration this must have caused, and we sincerely apologize for any inconvenience it may have caused you. Please note that our system is unable to process refunds if there is an open chargeback. Furthermore, we acknowledge that the tracking number provided shows proof that the package was returned to our warehouse on January 4, 2024. 

  To address this issue promptly, we will be escalating your request to management to ensure that you receive the full refund of your order. You can expect to receive an email confirmation within the next 24 to 48 hours regarding the status of your refund.

  We appreciate your patience and support as we work to resolve this matter for you. Thank you for bringing this to our attention.
  
  Best regards,
  GOTRAX Support Team

  Customer response

  04/16/2024

  This is not a sufficient response.  GoTrax is aware that there is no chargeback and that the credit card company denied the chargeback, and the charge still remains on my account as indicated in the attached resolution letter provided by the credit card company in January 2024.

  Customer response

  04/16/2024

  I am rejecting this response because:   GoTrax is incorrect and is aware that the credit card company denied the chargeback and the charge still remains on the account as indicated in the attached resolution provided by the credit card company in January, 2024. I do not have a product and am still paying for it.

  Business response

  04/17/2024

  Hello ******,

  I hope this message finds you well. I am writing to address your recent concern regarding your refund. First and foremost, please accept my sincere apologies for any inconvenience this may have caused you. At GOTRAX, we are committed to providing exceptional customer service, and it's disheartening to hear about the issues you've encountered.

  Upon investigating the matter, it seems that the chargeback resulted in our favor, and since the scooter arrived at our warehouse on January 4, 2024, we were able to process your refund yesterday 04/16/2024. The amount will be reflected in your account by tomorrow 04/18/2024.

  Once again, I sincerely apologize for the delay and any frustration it may have caused. Please feel free to reach out to us if you have any further questions or concerns. Your feedback is invaluable to us, and we are committed to improving our processes to prevent similar issues in the future.

  Thank you for your understanding and patience in this matter. We truly appreciate your continued support and look forward to serving you better in the future.

  Best Regards,
  GOTRAX Support Team

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To preface, I am a college student whose main mode of transportation is my scooter and I live far from from campus. Due to the location and system of my university, Im prefer to scooter as I get claustrophobic in tightly packed spaces and we tend to get packed like sardines into the bus. I bought a Gotrax G4 on 10/10/23 from Amazon. I started facing issues with my battery and brakes a few months into use and due to their warranty, I contacted GoTrax for support and once the process was explained to me, I realized I did not want to go through the hassle as my scooter, although inconvenient, functions. However a couple of weeks ago, my scooter out of the blue had a flat tire. My friends and I initially attempted to fix it however we realized we were unable to do so. I filed claims, did not hear back. I called and was told they didnt have my claims so I emailed. I explained very kindly my situation and was told my case would get escalated however it was still ghost town in the communication district from them. I then got a response back asking for more information which I provided and still nothing. I figured they were busy so I gave it time. I called Amazon for support but the solution they provided would come with a hefty nearly $100 fee. Upon getting frustrated on costs from uber, I decided to call earlier today where I spoke to **** who told me I would have a response from them by EOD and nothing so I called to follow up near their closing hours and spoke to *****. ***** was my breaking point. His tone when speaking to me was not appreciated and was repeating the same words over and over again being condescending and felt insulting. I explained I would like to speak to a higher up for feedback just to make sure this doesnt happen again, he repeated the same thing telling me to email. I calmly explained they dont respond to emails. He repeated the same thing again. All in all terrible experience and at this point I just need my scooter or my total amount back.

  Business response

  04/16/2024

  Hello *******, 

  Thanks for reaching out to us. We sincerely apologize for the inconvenience and frustration you've experienced with your GOTRAX G4 scooter and our customer support process. It's truly disheartening to hear about the difficulties you've encountered, and we deeply regret any inconvenience this has caused you.

  We take feedback like yours seriously, and we will ensure to coach our agents appropriately to provide better assistance in the future. Your experience does not meet our standards of service, and we apologize for any disrespect or frustration caused. Regarding your case, we apologize for the delay in response and any confusion in communication. We have noticed that you opened an email on 4/2/2024, and we appreciate your patience in waiting for a resolution.

  To expedite the process and assist you further, we kindly ask for additional details, including your purchase receipt, a video detailing the issue with your scooter, and your shipping address. Please provide these details in the same email thread, and our management team will prioritize your case to ensure a prompt resolution.

  Once again, we apologize for any inconvenience and frustration this situation has caused you. We value your feedback and your business, and we are committed to resolving this issue for you as quickly as possible.

  Thank you for bringing this matter to our attention, and we appreciate your understanding and cooperation.
  
  Best regards,
  GOTRAX Support Team

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a GoTrax Apex Pro from Target on 3/11/2023. It broke in early March of 2024. I contacted GoTrax on 3/11/2024 and they sent me what we thought would fix it. It was not the part I needed so I emailed them again. I was told that my warranty expired on 3/11/2024 and I would have to cover shipping to send back the broken scooter back to get a replacement. I asked about the 2 year warranty and they said that policy changed to a 1 year warranty on 11/1/2023. The website as of 4/3/2024 still states 2 year warranty at the top of it. I do not feel I should have to cover shipping back to the company to get a potentially refurbished replacement scooter that they state is no longer covered by warranty.

  Business response

  04/16/2024

  Hello ******, 

  Thanks for reaching out to us. We sincerely apologize for the inconvenience you've experienced with your Apex Pro scooter. At GOTRAX, we are committed to providing outstanding products and support to all our customers, and we regret that your experience fell short of expectations.

  Regarding the warranty issue, we understand your frustration and confusion. Our warranty policy indicates that the replacement of parts or exchange within the warranty period may require covering shipping costs. You can find more detailed information about our warranty policy on our website at ********************************************************.

  It's important to note that our warranty policy changed from a 1-year warranty to a 2-year warranty for products purchased after 11/1/2023. We apologize if there was any confusion regarding this change, and we appreciate your understanding. As for the replacement scooter, please be assured that any exchanged scooters are thoroughly tested and ensured to be in working condition before being sent out. Our goal is to ensure that you receive a functional scooter that meets our quality standards.

  Thank you for bringing this matter to our attention, and we apologize once again for any inconvenience this situation has caused.

  If you have any further questions or concerns, please don't hesitate to reach out to us.

  Best regards,
  GOTRAX Support Team

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a $500 motorized scooter for my sons birthday in collaboration with money that he had been saving up. The scooter worked on a few occasions that he rode it and bolts almost immediately began popping out. A tire popped and there was an error code that would not allow the scooter to turn on. I contacted go track support and was told that I was in my warranty period because we only had the scooter about two months. I was unable to get responses for days or weeks at a time and was eventually sent a spare wheel that did not fit the scooter. I am now being told Ill be sent another part that I have no idea how to install and still doesnt address the scooter having bolts falling out or the error code preventing the scooter from turning on or the wrong fitting tire. I have been in communication over these issues for five months with their customer service department. I have asked repeatedly for a scooter replacement and been denied. I believe the delays in responding and shipping are a tactic of this company to waste time to drag customers outside of the return window. I was sold a faulty product and according to their reviews, and their 2 star rating, I am not the only customer they have scammed. It is particularly scary because these scooters are marketed towards children and adolescents and are a huge safety issue when not built properly. I have over 40 emails sent back and forth between myself and this company.

  Business response

  04/16/2024

  Hello *****,
  
  Thanks for reaching out to us. We sincerely apologize for the frustration and inconvenience you've experienced with your son's scooter. It's deeply concerning to hear about the issues you've encountered. Upon reviewing our records, it appears that our support team sent a replacement part for the flat tire issue back in December 2022. Additionally, we requested a video to address the loose bolts concern, but unfortunately, the video provided was not clear enough for us to determine the exact issue.

  We highly recommend reaching out to us via email with a clearer video so that we can promptly address the problem and send the necessary replacement bolts or parts. Regarding the error code preventing the scooter from turning on, our team reached out to you on 3/28/2024 and informed you that a console replacement would be sent to fix this issue. If you require assistance with installing the new console, please don't hesitate to call us at **************.

  We understand your frustration and concerns, and we want to assure you that we take the safety and satisfaction of our customers seriously. We apologize for any delays in responding and shipping. Thank you for your patience and understanding as we work to resolve these issues for you.

  Please feel free to contact us with any further questions or concerns, and we will do our best to assist you.

  Best regards,
  GOTRAX Support Team

*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. ↩