"My experience with GoTrax has been…among the most frustrating customer services experiences I've ever had!"

My experience with GoTrax has been really bad.

I ordered the G5 scooter twice for my son.

The first one was defective (loud vibration). After several weeks of email correspondence with the Warranty Department (they refused to speak to me over the phone; email only. Super slow and annoying), I was finally able to get them to send me a return label so I could mail back the defective scooter at a local UPS. The whole process was terrible.

After a few weeks, I finally got a new one, which wouldn't even power on. Another round of emails with the Warranty Department and they sent me replacement parts with links to YouTube videos on how to install the new parts, which was not straight-forward.

The new parts didn't fix the problem so now I'm waiting to see what inconvenience is coming next. I asked that if they send me a new scooter, this time they test it to make sure it actually works.

Of course, all correspondence through email only.

All in all...hours of frustration. I'd recommend steering clear.

"Devastated 10 year old "

I purchased a hover board for my daughter. With a few months of use it developed a huge crack through out one side. I inquired about this and sent the necessary pictures and proof of sale and etc. i was told that it was out of warranty and not their issue. I was told they only cover the products for 90 days. That is ridiculous!!! A manufacturer warranty is usually 1 year. I understand refusing if a customer mistreated the item or didn’t care for it. This is not that case in this situation. My daughter was meticulous about caring for this hoverboard. I now have a 10 year old who is devastated that her favorite birthday gift can not used due to concern of injury….. and all because of an issue with how it was made!!!

"It doesn’t even go uphill at all at…"

It doesn’t even go uphill at all at that point you’d have to use it as a real scooter manually. For the cost of it it is not worth it. And the brakes feel so cheaply made to wear it may take a while to brake when needed I need brakes where once I stop use them they stop safely.

"Great Product! Terrible Customer Service"

I purchased a helmet alongside a scooter then decided I didn't need the helmet. Simple, right? Easy return. Wrong. I am told by "Customer Service" that to ship it back I need to purchase a $15 shipping label. I explained the product was unopened, unused, brand new but that did not matter. And, further more, the agent gave me serious sass for even questioning their policy. Saying, "...we cannot offer you a return if you do not agree with our return policy." May the mighty GOTRAX gods forgive me for questioning them. In conclusion: they make great products but I would purchase them through a 3rd party vendor that holds them accountable.

"Terrible Customer Support"

I’ve had a horrible experience with GoTrax customer service.

1. I ordered 6 Gmax scooters. In order to get tracking information I needed to download the app SHOP. I did not receive the tracking info until about 20 minutes before arrival. When I contacted customer support for the information I was told to be “patient”. I just wanted to know when the scooters would arrive as I wasn’t comfortable with almost $4,000 of scooters sitting outside my home.

2. Scooters arrived in banged up boxes with a manual for kids scooters.

3. One scooter has a broken air valve in the back tire.

4. One scooter has a controller failure - constant beeping.

5. Customer service is by email only. I believe employees are based in China so they work while US customers sleep. If you have any questions about information in the email, it will only be answered the next day. I have been working on my issues for almost a week without a resolution yet.

6. In order to explain the issues you are experiencing you must send videos uploaded to YouTube (so you’ll need to create a channel) and then SHARE the link with customer service.

7. I want to exchange my broken scooters for two new ones. I will not be able to do that. I need to return them (and likely haul to UPS - GoTrax will not arrange for the scooters to be picked up at my house) and then wait 5 days to get a refund. Afterward, I can purchase two more.

8. GoTrax wanted to send me a new control panel to install myself. The YouTube video explaining how to do that was not made by the company. It was made by a man speaking Chinese.

9. Even after sending pictures and uploading a YouTube video about the broken valve, I have yet to reach a resolution.

I am hoping that two return labels will be created and that I get a full refund.

"Terrible customer service and dangerous…"

Terrible customer service and dangerous malfunctions. I got my scooter in April. A month ago the handlebars started malfunctioning where they would lock or get stuck randomly while I was driving, resulting in me not being able to turn. I have gotten into two accidents because of this. When I reached out to customer service, not only were they not helpful, they would not send me a replacement scooter. It has been two weeks and I am still going back and forth with them without a solution. I informed them of my two accidents and that this is my only means of transportation to get to work and everything else and they do not seem to care. This is an extremely dangerous malfunction and the company is not taking responsibility or making it right. I am absolutely appalled by how I've been treated.

"My son rode his scooter for a week and…"

My son rode his scooter for a week and the tire would not hold air. We had to send pictures and videos and wait up to 72 hours for a response, each time an email was sent. There should be a better way to deal with customer service. The quality of the scooter is questionable when we’re having issues right out of the box.

"Please read before purchasing"

So at first everything was going good until the inside of the tire broke and gave me a flat. If you want to talk to gotrax you have to send an email. They are never able to help you over the phone. Once you send an email you have to wait for their response which is very time consuming and an inconvenience because I would ask questions and then they would give me the most simplistic response but completely disregarding everything I said. So they finally responded and I had to wait 1 1/2 weeks to receive my replacement tire once again a huge inconvenience. Once opening the replacement tire I find a hole and you can see exposed wire which of course is not safe and yet again another huge inconvenience. Then once I began replacing the tire on my scooter the wire from the scooter that connects to the tire was too short to connect. This scooter has a lot of defects and gotrax has terrible customer service. They are currently sending me a label to ship it back and hopefully I can receive my money back because this is ridiculous. I wouldn’t want a replacement because their customer service is terrible. I don’t want to deal with Gotrax ever again. It’s not worth it.

Stay away from Gotrax.

Update: it is now June 4,2024! It took them an entire year to respond to my review. Another example of how their customer service is TERRIBLE.

"The customer service I received"

The customer service I received with Gotrax through their website was amazing! They were timely with responding and went above and beyond to get me the part i needed to repair my sons scooter!

"Gotrax customer service is crap I…"

Gotrax customer service is crap I ordered a g4 scooter the box came in all crappy frm shipping but the box I got had a big hole in it no tools came with the scooter smh jus the battery pack I will never order frm them again