"GoTrax is Making Things Right"

I am writing to revise my original review. After posting my review I was contacted by customer service. I was told a new scooter is being sent to me. This makes me very happy after the experience I had previously had. It seems like new management is looking to resolve these situations. Thank you GoTrax for taking the time to make things right!

Original Post
GoTrax has horrible customer service. Representatives were never able to give an answer without a manager and managers never returned our calls or had anyone else. Item was never shipped, but we were charged. They would not credit us back and we had to dispute the charge with our credit card company. After over 4 months we finally got our money back from the credit card company. I would never purchase from them again. Employees only answer phones, but provide no customer service. Read reviews. So many people have been taken advantage of.

"Customer Service - Be Specific"

I purchased a GoTrax Alpine Fat Tire e-bike. I discovered a problem with the bottom bracket (threaded locknut was missing from manufacturing) which caused the bearing to become unstable. I was initially dismayed by the requirement to ship the entire bike back to Texas for repair, so I engaged my local bike shop who quickly was able to repair the part inexpensively, preventing me from having to ship the bike back on Warranty to GoTrax. After additional contact with GoTrax customer support, they were able to reimburse me for the missing part repaired locally after some back and forth. Ultimately, this resolved my problem and the bike overall is a good value.
My recommendation is, if you have a known problem with a part, provide detailed information to the GoTrax support rep, including pictures, to try and find a reasonable remedy before shipping the entire bike back to Texas at a significant cost.
I am however pleased to report that Customer Service has in fact made this right, which is reassuring.

"Buyer Beware"

Update* Was contacted by customer service team after leaving this review and they worked tirelessly to restore my faith in this company.
They double charged me for 1 scooter. When I FINALLY managed to get through to their customer service, I was given the run around. They said they needed to talk to their manager and they would call me back in 15 minutes. Never heard back, never was able to get through to them again. Had to fight the charge through my credit card company, which thankfully worked.

"BEST COMPANY EVER!!!! "

GREAT CUSTOMER SERVICE EXPERIENCE !!!
Will only buy from them from now on!!!!

"Great customer service"

Great customer service, always helpful. Love my scooter

"Solid scooter. "

Great Scooter. The G4 is compact enough to pack in a car and light enough to carry up a few flights of stairs but sturdy enough for longish distances. I took it 6 miles one way for months. Could use a metal loop for a lock. Battery definitely drains much faster in the cold.

It's parked with a popped tire, but it served me well while I used it.

"I did not get my item"

I did not get my item. Still waiting on it

"gotrax doesn't carry replacement…"

gotrax doesn't carry replacement battery for my ebike. Gotrax EBE1 16" Folding Electric Bike. I bought in 2023, didn't really ride it that much. So my battery needs to be replaced, I basically have to throw out the whole bike. At the time when bought the bike, I was warned by other customers on Amazon that the battery is an issue with this company, they may carry the battery for a short amount of time, after a couple years, you cannot find the battery. I took the battery apart to see if I could keep the battery casing, and maybe buy my own battery elsewhere and hook up with the casing. But the battery inside the casing is glued solid to the casing, no way I can take out the battery without damaging the casing. so I had to give up. I won't buy another Gotrax product any more. I'll make sure to buy from companies that have better after-sales services.

"Resolved Issue with Great Customer Support"

I initially faced some challenges with my order cancellation, but Gotrax's management team reached out and offered a fair resolution. This is what matters when building trust with customers, and I truly appreciate it.

"10/10"

Company help me fix an issue very quickly & communicated plenty