Complaints

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:03/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 2022 Segway Fugleman UT10X Vin# *****************. on 30th April 2022 from D2 Powersports *********** **. Due to safety recalls issued by the **** the *** has spent more time inoperable than I have been able to use it. The first recall, was issued 2 days after I purchased it on 2nd May 2022. I was told not to use it until repaired. It was eventually sorted by the dealer Who sent a technician out to my house who carried out the recall work in my garage it was completed on 20th July 2022. During the the repair the vehicle was damaged and the dealer took responsibility but there was a problem obtaining the parts that need replacing in a timely manner. Its my understanding during this time due to problems between the dealer and Segway they no longer do business with them. The heatshields they provided as the fix to the problem helps, but didn't solve the problem as the cabin still get unbearably hot inside and the exhaust still glows bright orange during use. I was notified in November about recall #2 as its still at risk of catching fire. I tried to contact my dealer. I got answering machine and messages which went unreturned from D2. I contacted ***************** ** and left several messages was promised a call back but never did. I then contacted Segway explaining the situation who contacted *** rides ******** ** and gave me contact info for service manager. They didn't want to do the recall work, First it was it may not need the recall its only some vehicles. Then they wouldn't order parts for a vehicle they have never seen. Segway sent the parts, then they wouldn't book it in, so I could arrive early one morning get recall done bring it back as they are 6hrs round trip. Segway got fed up offered to pay NGM to collect and return it after doing the repairs. we agreed a date. They changed it as they were in the area another day I told them I was home till 1 PM only that day. Driver called 1.5hrs after time telling me he was 45minutes away.

  Business Response

  Date: 03/21/2024

  We are working with the consumer to resolve the complaint. 

   

  Customer Answer

  Date: 03/21/2024

  Segway powersports have said that they are going to by back the vehicle but they are dragging there feet. As I originally sent them that letter on 02/12/2024 recorded delivery but they chose to ignore it. They only decided to do something after you got involved. So I'm not happy to close the complaint until  I have the settlement agreement in my hand. As I don't trust them, it shouldn't have had to come to this.

  Customer Answer

  Date: 03/29/2024

  I accept the business response now that I have received the paperwork I look forward to receiving the check and the vehicle being picked up ASAP so that this whole situation can be behind me.

  Customer Answer

  Date: 04/04/2024

  Afternoon so Segway sent me a contract outlining the details for the vehicle to be returned. Which stated that they will arrange for pickup. And now they are telling me that I need to take the vehicle to the dealer which goes against the agreement.

  Business Response

  Date: 04/11/2024

  The unit was picked up by a representative of Segway on 4/9/24 at the Consumer's home. 

  Payment will be issued to the consumer once the processing is complete. At this time the matter is closed. 

  Customer Answer

  Date: 04/14/2024

  I am rejecting this response because:   From our email communications it was my understanding that the check was ready and waiting to be sent to me upon receipt of the MCO that wasn't the case as you received the MCO at 12:14pm  on 04-11-2024 so there was no reason for the check not have been sent that day so I could have had it 04-13-2024 and this nightmare would be over. I sent you the receipt for my postage so that if you had and compassion you could have sent the check since you already have the vehicle and I have complied with every step of the process. So why don't I have my money?

  Customer Answer

  Date: 05/24/2024

  Afternoon the complaint can now be closed as I did receive the check for the vehicle in question from a Segway powersports.

• Initial Complaint

  Date:08/04/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  We purchased a 2022 Segway Fugleman in June. The **** # H0MUBWX13N80012130. We have experienced MAJOR overheating in the cabin. We can not drive the Segway without discomfort and fear of injury. We called the dealer and were told it was normal. We took the Segway to Colorado on vacation and it died due to the overheating. When it overheated, the vehicle COMPLETELY dies - no power steering or control. The Segway died on the trail in the moutains which was very dangerous. We returned the Segway to the dealer immediately upon our return from Colorado. This vehicle is DANGEROUS!!! There should be a complete recall of this model and not sold until it is safe to use. I am concerned that with all the overheating the engine has been damaged. I know there was a recall for the overheating and a heat shield was installed prior to the purchase. This has not remedy the problem. Also, when we were transporting the Segway, the plastic cover on the hood blew off due to faulty clips on the cover. We were told this may not be covered under the warranty. This is also a faulty design and should be replaced at no charge. The vehicle should stay intact while being trailered or driven. Parts should not just blow off.

  Business Response

  Date: 09/07/2023

  The unit has been transported from the dealer to ** at the ** headquarters in ********, ** for repair. I communicated with the consumer earlier this week to let her know that we were actively working on it. We are planning to return the unit to the dealer tomorrow 9/8.

   

  The Voluntary recall has been completed on the unit and so far we have not been able to re-create the consumer's complaint (the shutting off randomly). 

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

  Technical Service manager 

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

  Customer Answer

  Date: 09/07/2023

  I am rejecting this response because per their response, they have not fixed the issue of the unit.    

  Business Response

  Date: 09/11/2023

  The machine was delivered back to the dealer on Friday 9.8.23. 

  Our rep explained to the dealer the repairs that were completed. 

  We found that the ignition switch was faulty causing the issue due to an intermittent electrical failure. 

  The dealer was unable to replicate this issue which caused a delay in the initial diagnosis. We brought the unit here to the warehouse to be inspected by our factory technician. 

  We test drove the unit multiple times over multiple days and also could not find an issue. Since we had not found any fault we investigated further and discovered a loose connection in the wiring harness. That has been repaired. 

  Additionally, we replaced a worn suspension component that was causing a rattling noise. We also replaced the hood panel that was broken from falling off on their initial trip home. 

  if there is another issue with the unit we are unaware of it. 

  To address our response time; I am new to the company, I started on July 10th and spent my first couple of weeks training and catching up on the back log. The consumer and dealer had incorrect contact information to get in touch with me which caused some delay. We believe that the unit is repaired and would like to once again extend our apologies for the delay in the repair. I am working towards improving dealer training to prevent such issues in the future. 

   

  Thank you, 

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

   

  Customer Answer

  Date: 09/18/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:11/15/2022

  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.

  Purchased a new Segway fugleman ut10 in April 2022. Machine blew and engine in July with less than 100 miles. Took almost 3 months to get machine back. Took machine to dealer to have clutch system looked at because of incorrect operation on July X XXXX machine blew up july 2nd. Machine over heats. Leaks coolant. Has serious heat issues with exhaust. Had false advertising on a "engine brake" which it does not have. And I am not the only consumer with these issues. Clutch system is faulty. I can gather several folks with complaints. Paid on it for 3 months with no machine. There is no customer support or parts available whatsoever. And the dealer network is few and far between. Product wasn't tested before release.