Complaints

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

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  GOTRAX

  2201 Luna Rd Carrollton, TX 75006-6505

• 

  GoTrax

  3000 Lawrence St # 142 Denver, CO 80205

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.

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 May 9, 2024 I purchased a GoTrax ************************ bike for $1,219 total. The bike arrived was deep scratches to the frame but after contacting them I was told I would have to pay to return the bike, so I declined. On Jan. 23, 2025, I filed a warranty issue complaint. The bike had less than ***** miles on it and was still under warranty. This is what my email stated, "This past Monday, I was riding the bike and it was totally fine. Then I plugged it in my garage, and charged it to 100%. The next day when I went to go ride the bike again, it had this error message and it wont let me pedal the bike. The throttle also does not work."I received a response that they would send a new rear wheel assembly with a motor hub on it. They did this on Jan. 26, 2025. However they sent a defective part. The tire does not hold air, the pedal assist is not functioning and the bike is inoperable. I sent 38 emails since then (8 weeks total) to try and correct the issue. GoTrax stated they would NOT honor the warranty and send out another replacement rear wheel assembly and that instead I would have to pay $214 ($200 plus tax) for a shipping label, package up my useless bike and ship it back to them. I paid an additional $214 - order #****** on March 21, 2025, and NEVER received the shipping label. I have made at least 8 phone calls in the past 8 weeks as well. At this point, my bike is under warranty and completely inoperable and I want a REFUND of the original $1,219 PLUS the $214 I just paid on March 21, 2025. I want a refund in the amount of $1,433.

• Initial Complaint

  Date:03/28/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  The purchase was for an E-scooter w/ a seat for adults and 2 other small items to go with it. One was a kind of bag you can velcro onto the scooter to hold your phone or wallet and i'm pretty sure the 3rd item was a phone holder, plus an extended warranty on the scooter. It was for $339 and was ordered on March 14th. Their site says 1-3 business days for processing and then 3-5 for delivery/shipping. It's been MUCH longer than that. I've tried emailing them at least 10x since the 19th (because I was trying to give them time to receive confirmation and everything), and have been met w/ nothing but false updates/info about my order. I then go to the "official" site, where I made an account and placed the order, to check and it STILL says its been unfulfilled, even though I paid in full and provided confirmation (which i can prove) for the order twice. I was told that the order was pushed out by "the manager" ******* even though that was clearly an overt lie because i havent heard anything since releasing my personal info to "confirm the order". There's multiple sources online (that i can also provide) that verifies that this is something that happens with this company a lot, especially when you go through their "official" website. They're completely unprofessional, inconsiderate of people who need unfortunately rely on their products to get around and to keep working, and over all very scam-like. The only 2 resolutions I see is to ACTUALLY physically get my scooter by next week or to get a full refund immediately. I also want to make sure that they're actual site gets shut down or investigated because this should not be happening FOR YEARS and no one do anything or get any sort of repercussions.

• Initial Complaint

  Date:03/27/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 a scooter from this company by mistake. Before the item even had a shipping label created I asked them to cancel the transaction. This was less than 12 hours after the sale was confirmed. The company still shipped me the scooter and is now asking that I pay $350 restocking fee and shipping (which I'm okay with) for something I asked several times to not ship out. Below is a detailed time of events:1. Placed order for GX3 scooter 3/23/2025 at 10:03 PM 2. Email sent to cancel order 3/24/2025 at 8:47 AM 3. Shipping label created by GoTrax at 3/24/2025 - 11:40 AM 4. Emailed GoTrax (again) to not pass off unit to *** as this was ordered by mistake at 11:47 AM 5. Called ***** to not pickup package at 12:08 PM. ***** confirmed this can only be done by the Sender. 6. GoTrax emailed back to me on 2/25/2025 at 3:53 AM. Package had already been picked up by ***** and was in transit and cannot be stopped at this point. They suggested refusing this shipment to have it sent back to them for a full refund less $200. 7. Paid to change ***** delivery date to 3/26/2025 so I could take the entire day off work to refuse the shipment. Shipment arrived on my driveway with no signature required on 3/25/2026 8. Email from go ***** at GoTrax:If the customer returns the product, you will need to bear the shipping fee and $350 return fee. This is our policy and we must comply. Thank you for your understanding Although I did order this by mistake paying a $350 restocking fee for something that I asked to cancel before it shipped (have proof) is very unprofessional, disappointing and genuinely a poor business practise.

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  What a poor experience Ive had with gotrax. After basing my purchase on recommendations of good customer service and a US based company the service has been unacceptable. We purchased a hoverboard as a Christmas gift and was used a handful of times before a wheel started shaking and making noise. Weve contacted two times and were provided zero help and told its outside a 90 day warranty period. When asked to buy a replacement part I was told these are not offered. So I have a hoverboard that feels unsafe and a disappointed little boy that didnt even get to take it outside before it malfunctioned. The problem started within 60 days of use but due to purchasing in advance for Christmas there is nothing that can be done. Also supervisors do not take phone calls? Terrible service and experience.

• Initial Complaint

  Date:03/21/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 8/29/24, I received a reply email from Gotrax support, stating that the received my replacement request. I emailed Gotrax support photographs of the F1 **************** Bike 2.0 Digital dashboard. The individual that I was corresponding with via email name is ****. I was granted a free replacement per the warranty. **** shipped it via *** 3or more times and to no avail I never ever received the replacement. Then **** emailed me stating that item returned too many times therefore he needed a new address to send it to. I provided him with a new address twice and **** still sent the device to the address that we were having difficulties receiving. The last email I sent to **** is dated 2/4/25. Still requesting the replacement. I waited an entire month and no response. I went online to gotrax official website and obtained their number. Spoke to a woman that I didnt get her name but I gave her all of the information and she even stated that she was going to email **** and have this matter resolved by escalating my claim. I waited two weeks and no email from Gotrax, no **** and nobody indicating that they were resolving my warranty request claim for a replacement. I contacted Gotrax for a second time and this time I was able to obtain a name. I spoke to a man by the name of ***** on 3/19/25 at or around 4pm. ***** was totally unprofessional when I requested to speak to a supervisor or any administrator that was willing to assist me to resolve my claim. *****, read that **** was no longer going to send me a replacement that I never, ever received because if I would had received it I wouldnt be contacting them twice and on the 2nd contact the request to speak to a supervisor was denied unprofessionally. ***** **** up the phone on me after I stated that I was going to report this unprofessionalism to the BBB. Im seeking that Gotrax honors the warranty and my request for the long over due replacement for my E-Bike. Thank you for your time and patience in ******* this.

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 a scooter in December. Within days of receiving it I requested a refund because it was too small and slow. It was unused. I needed a refund because the speed and size was incorrect from advertised. I had to go back and forth several times to ask for a refund and they would not provide it. They only offered a partial refund with a large restocking fee. I finally decided to try and sell it locally because I did not want to lose $$. In that process I figured out the reason it was so slow is because they sent me the wrong scooter and overcharged me. I requested a refund or the correct scooter to be sent to me and they refused. They only offered for me to pay more money for another completely wrong scooter. They would not allow me to send it back or provide a refund even though it was their error for sending the wrong scooter.

• Initial Complaint

  Date:03/06/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 gotrax e bike just prior to Christmas. Upon putting together, noticed the piece of metal which is on the bike which secures the front fender had a weak connection point almost as if the weld of metal was weak. Sure enough within 2 days of riding the front fender broke off without any physical damage such a dropping or crashing occurring to the e bike. He had done just light riding on paved roads. This is a huge safety issue now as rocks etc can now be flung up and hit him. I emailed immediately with pictures etc and the company did respond but only sent a new front fender. The problem is the piece that broke is actually on the front suspension forks of the bike, and not the fender itself. I have now emailed the company back 4+ times over more than a month with absolutely no response. Possibly they were willing to replace a $5-$10 piece but now that it may be more, they are not honoring their warranty at all. Possibly they are also ok with knowing this is a safety issue for me son and if he is injured they will be liable by not honoring their warranty. This was purchased from rural king store.

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 a $1500 scooter from GOTRAX by accident. Accident as in, I had it in my online cart and for some reason their website glitched and since my payment info was stored in my phone it took my money. I immediately tried contacting go tracks via email and they told me I could not cancel the order despite the item not even being shipped yet. I did have thoughts on buying the scooter. Hence the reason it was in my cart. So I decided to proceed and allow the purchase to keep going forward. It took a while to ship, and when I receive the package, there was no charger in it. I emailed the company and they did not respond in a timely manner so I purchased another charger from their website for nearly $100. Then at a later date, They finally responded and told me I shouldve received a charger and that they would send me another one. They would not allow me to refund and return the charger I had to purchase. Once I finally received the charger, I was able to charge the scooter I bought and immediately the front motor on the front wheel was not working. I reached out to them again and received a reply, asking for my original proof of purchase and some pictures and video. I sent them what they asked for, and I am still unable to reach them or get any sort of response. At this point, I would appreciate returning the scooter because it did not come with all of the items in their online description, and the quality is horrible. I have not yet posted to ******** or any other online forums as I am hoping to resolve this quickly but I am going to do so if this doesnt get resolved within the next 7 days. It is ridiculous that I have to pay $1,500 for an item that does not work and cannot get any sort of immediate support. After public reviews have been left and if I still have no resolve I will be forced to take them to small claims court. Please let me know which option you feel I should proceed with first.

• Initial Complaint

  Date:03/04/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Feb 2 2025 we purchased an electric scooter from GOTRAX. Order #******. We received that order on the 10th of Feb. It was delivered broken. The box was beat up and the side reflector was sticking out of the side of the box. The reflector had been smashed. I contacted GOTRAX about it ended up returning the broken one, for a non broken one. We received the new scooter on the 28th. The one we originally ordered was out of stock, so they sent a different one. They didnt inform me of this, I just noticed it on the email. I asked why it was different and they told me it was out of stock. This new scooter looked like it had been packaged broken. It had a smashed rear brake light. I contacted GOTRAX and they said there was nothing they could do till Monday. It is Tuesday and I still havent heard from them. Ive called multiple times and sent multiple emails. I want to return the scooter, get my money back and move on to another company. This was my sons birthday present and its been very upsetting having to deal with all of this. The new order was #EP9884

• Initial Complaint

  Date:02/28/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Purchased a kids scooter on 2/18 and credit card charged different amount than email received. I immediately thought this was a scam. The shipping label was created but *** states they havent received the product. I contacted support and said they were escalating the problem (seems to be the same statement made to all other buyers). Its 2/28 and still no product. How is this business continuing to stay in business ripping people off??