GOTRAX

Please read: I'm not one to post negative reviews or go out of my way to do this. But I also never dealt with such a horrible company all around. This is long, but please believe the reviews that say you should stay away from them, I wish I had listened. Here's the backstory:
I purchased a Gotrax V2 GXL 2020 at $269.00 in October 2020. After about three weeks of use, the scooter stopped working properly. The battery was dying after riding less than 3 miles (battery was fully charged before then) and the rear part of the scooter was rubbing against the back wheel which caused the scooter to be held back and not ride at its regular speed.
I immediately tried to contact their customer service since it was a new product and it was the beginning of the nightmare. BEWARE:
– You cannot call them! They do not have phone customer service, best way for them to avoid addressing the issues, huge red flag
– I then had to send an email: although they ask that you allow a max of 72 hours for a response (which is already ridiculous), they respond 1 TO 2 WEEKS LATER (or more!) and that is if you are lucky to have gotten a reply. So many of my emails were never answered and I had to follow up tens of times.
After getting a response from them, they initially wanted to send me replacement parts which is absolutely dumb since it was a new under guarantee product. No one in their right mind would be okay with replacing parts of a new product that could simply be replaced. After fighting their ridiculous suggestion, I was finally approved for a replacement. I then learned that they're asking that I pay for shipping although I was 3 weeks into their defective product. I tried to fight that and, two months later (because they literally won't reply to your emails), I received a free return label (again, I had to keep emailing every week and wait for a response that would never come). After I sent back the product, they told me I would receive a tracking number. I NEVER GOT IT! Still have my two emails UNANSWERED in my inbox where I'm saying "Hi, it's been 10 days and I still have no tracking". Anyway, one day I just receive it randomly. At that point, I was relieved and thought it was over. Hoping to never deal with them again. But here is the craziest part…. The product they sent me back? the replacement? A REFURBISHED GOTRAX AT $219.00!!!!!!!!!!!!! They made my experience miserable and THEY LITERALLY SCAMMED ME OUT OF $50 AND A REFURSBISHED PRODUCT THAT I PURCHASED BRAND NEW!!!
Claim placed early November 2020, Received this fake replacement in February 2021!!!!!!! PLEASE UNDERSTAND WHAT YOU'RE GETTING YOURSELVES INTO IF YOU BUY FROM THEM. A SERIES OF FRUSTRATION!
Instead buy from BETTER brands like SEGWAY NINEBOT, UNAGI, RAZOR OR SWAGTRON. They might be a bit more expensive but you will be getting a STRONG, BETTER product, GOOD warranty and GREAT costumer service!!!!
Message to Gotrax if you read this: you should ashamed of yourselves. I purchased your product so I could easily go to work everyday. I had to be inconvenience for over two months to do so without the scooter I bought. I will NOT stop until I get my money back. You have the worst customer service and treat us like we can be scammed. I hope everyone will see how horrible of a "company" you are.

My middle school son bought a GoTrax hoverboard with his own money toward the end of July and filed a warranty claim the next day, as it never worked. After many weeks of patiently and then not so patiently asking for attention, to no avail, I gave up on getting a refund or a replacement product and ordered my son a Tomoloo yesterday. Wish I had gone with another brand from the beginning.

Customer Service in my opinion was amazing. So I bought two GoTrax scooters used and broken from 2 different people on FB marketplace. They each had their issues and i was made aware. I am by no means a scooter mechanic. I have 2 girls that I want to get a scooter for and not willing to spend $300-$400 for 1 scooter. I am a DIYer.

I contacted Customer Service via email explaining to them I had bought my scooter used and the parts that I would need to fix the scooter. They responded really quickly and they asked for pictures so they can confirm the issues. They sent out the parts to me in a quickly time manner.

My 2nd Gotrax V2 needed a new Tiller amongst other parts and they sent me the tiller for free. Now thats service and standing behind their product.

I can't complain. They have treated me well. I will stick with the company as I see no reason to otherwise.

This is a great scooter and the GOTRAX team has been fantastic and responsive with answers and solutions.

I think they're customer service dept. has some work to do in terms of how they organize they're policies and handling of warranty claims,,,,but the gxl is a great product and they did provide me w service when I filed a claim,,,which is more than most crappy companies can offer….so sure, 4 stars….

Needed help with adjusting my latch and handy tips were sent through right away. All I needed to do was unscrew the latch, and wiggle it slightly forward, then secure. Works well now 🙂

Don't do business with these people. The long and short of it is that these guys sent me either a nonfunctional scooter OR a scooter that UPS damaged by leaving an extremely poorly packaged scooter in the rain for two days. The scooter was already extremely delayed, missed my kid's birthday, and we were offered a ten percent discount upon delivery. Flash forward a few days to discovering that it wasn't working, and we were given an extremely hard time. The again, really poor packaging was extremely damaged, we had no means of repackaging the scooter for a ups pickup, UPS was no help, and this was in the middle of the height of the pandemics first wave, in the hardest-hit part of New York, Brooklyn which at the time was the hardest-hit part of the country, making it the Coronavirus hotspot of the world. We had no means of procuring a box big enough to ship this thing back in without you sending the replacement first. This was a gift, for my son A freedom-loving 15-year-old who hadn't been out of our home in three months. Riots, looting, protests, police brutality, this kid was living through all of that in one summer. I just wanted to give him some sense of childlike fun, even it was just him riding a scooter up and down the block. the experience with your company ruined that. in the end, with no available assistance being provided, we had to discard the broken scooter because there was no viable solution that didn't require us venturing out into the absolute wasteland that is NYC and finding an establishment open and available to provide a box big enough to send it back without putting my family's health at risk by exposing them to the virus. We've lost friends, family, and both of my kid's teachers to it and are not willing to put any more risk factors out there in the world. not now, but especially not back when this was all happening.

At my absolute lowest, we decided to take this up with our financial institution, to see if they could help ( never did that) and when we decided against that because it is both difficult and energy and time-consuming, we circled back to AT THE VERY LEAST get the ten percent discount on delivery we were promised when the scooter was late. That's when the most obnoxious, unhelpful person of the bunch chimed in. Dominic, one of your team members refused to even do that. Claiming that the discount was null and void because I'd filed a chargeback. I asked for proof of that chargeback and he told me that the manager showed him proof in the system that I had, and basically told me to buzz off. shocking, to say the least, I was told that If I didn't start the chargeback, it would be simple to enact a refund, so when I provided proof of there being NO CHARGEBACK INITIATED, another team member let me know that someone was processing my refund and Id hear back from a manager about it in a few days. up pops Dominic again, COMPLETELY unsolicited, to say WE NEVER SAID WE'D GIVE YOU A REFUND! like really taking this personal. again, I'm shocked at the lack of professionalism from someone who at this point had obviously lied and tried to intimidate me away from making any sort of claim. Adding insult to injury, someone on the thread let me know that they could have sent me parts for the scooter to repair it which in months of communication before I discarded the scooter HAD NEVER been offered. that would have immediately solved our dilemma, and I dont for the life of me understand why any properly trained customer service agent wouldn't have offered that in the first place.

The level of service provided throughout this experience has been astonishingly careless, cavalier, fraudulent and some of the worst interactions I've had with a supposedly reputable company. Taking advantage of someone during a global health crisis? it's absolutely appalling.

I had a minor warranty issue with my scooter fleet and GOTRAX resolved it. Not just fun scooters but Awesome Customer Service!! Thank you

I purchased the gotrax g2 had it for two weeks stopped working then I took it back to Walmart and exchanged it for another one had this one for a day but it seems like it's works better then the other one like it actually feels like it is going the exact speed. Is it possible for me to have ended with a defective unit for the first one

Customer service was outstanding, EXTREMELY happy,
with them. 1 scooter had an issue and the company sent out a replacement scooter right away, new scooter works well. I highly recommend buying from this company.

I got the GoTrax GXL V2 for Christmas and immediately I noticed I wasn't getting 12-miles on one charge, more like 4. Each time I charged it I noticed some battery degradation but thought it was just the way it is. Now that my gf got a GoTrax and is able to keep 4 bars of battery over 4 miles, and I am now getting about 2 miles on one charge. I realized I had a defective battery from the start. Customer service says they can't do anything for me because it is now out of warranty and expects me to pay for a new battery. Terrible product, horrible battery, worst customer service ever.

Horrible. My 10 year old daughter saved up her money to buy a hover board. She was so excited. It stopped working pretty much right away. Tried to return or get refund. It cost $25 for packaging and $60 for shipping to return it. Horrible customer service and return policy.

I purchased a hoverboard and the charge stopped working 2 days after it was received. I contacted customer service several times and they take 3 days to reply each time you reply to their email. Also, you have to pay for your own returns of their defective product which amounts to $36 for me. They have been incredibly difficult to deal with and their product stinks. Do not buy from them!

GOTRAX has been extremely responsive and helpful as I try and fix my daughter鈥檚 scooter after she had a crash.

My first e-scooter and I am more than impressed. The scooter is great and exceeds my expectations.

I ordered XR Ultra scooter a month ago, the customer support and the product was amazing. It is the best product at its category.

I got a scooter for my grandsons. Great product, good price, quick delivery. I had one question about it that was promptly replied to by customer service.

I ordered the Go Trax for a birthday gift, they never notified me as to the product being on back order. When I e mailed customer service inquiring about my delivery they were honest with me stating there wasn鈥檛 a date Available for shipment. I asked for a refund and they quickly responded to my request.

excellent service and E-bike all round. Just fantastic

Everything we ordered came in a timely manner and workes as they should. Looking forward till you guys restock on the E scooters so I can buy one.

Ordering was easy and came rather quickly! It was a perfect gift for our daughter!

Best entry level scooter, simple, gotrax ultra has an LG battery and last 14 to 15 miles, while I am not a fan on the way the break cable is routed on the ultra, I wish it was mounted like the elite inside the tiler and Slow customer support, their product is better than a lot of competitors like hiboy, and for a more affordable price, spect to have to adjust breaks, as I had too with mine, fortunately parts are available to keep your scooter for a long time, their tires come already with slime which helps reduce flats, just keep your pressure up and you should be fine, no issues there and had mine for a month, customer service seems to be more helpful now that their claim website is up, I am sure everyone is struggling during COVID and most products are in high demand. So good job for keeping up and following up when help need it.
The Bad!
If you receive a defective unit they will give you the long run and customer service and claims answers within 2 days per reply! So if it takes 5 reply鈥檚 to solve the problem that is 6 days of waiting just for an answer.
My scooter had issues out of box but not all come bad! I am still dealing with them to get the breaks working properly, everything else in the scooter works great just the breaks seem to be faulty. As well have other scooter with no issues.

Order came quick. No issues so far

Received the correct cable for my Grandsons hoverboard. Thanks

Very helpful with the problem i had. Some of the new ones don't have 2 gears they just have one top speed 15mph.