"Awesome scooter I fell in love the…"

Awesome scooter I feel in love the first the day I got it but the same night I got it I ran over a roofing nail and it popped my tube and tore my tire up I had order a replacement one now I’m scared to ride it because I don’t want it ti pop again

"Rides really nice and smooth"

Rides really nice and smooth. Much better than other scooters I have tried

"Terrible customer service"

Terrible customer service for such expensive items! Product is decent. Does what it says it does. Extremely heavy. If the customer service wasn’t so terrible I would probably buy other products, but since there is no help on their end it makes it hard to want to purchase more.

"The scooter didn’t run correctly"

The scooter didn’t run correctly. The motor wouldn’t stay on for more than a few seconds, although the battery was fully charged. I tried to troubleshoot with customer service. When that solution didn’t work, I simply asked to return the scooter. I have been back and forth with GOTRAX for two weeks with nothing but robotic responses that resolve nothing. All I have at this point is a $500 scooter that doesn’t work.

**Update- I received a full refund for the scooter. GOTRAX made me whole and I appreciate that.

"Still waiting on customer service to…"

Still waiting on customer service to figure out how to return unopened scooter.

"The claim to follow up within 24/hrs to…"

They claim to follow up within 24/hrs to support and warranty claims, but that is a complete sham. They have what is essentially a answering service contact you within 24 hours to collect the same information that was already submitted when you opened the ticket. Then the call center person tells you that someone in their warranty department will follow up within 24 hours. The next day you get an email supposedly from the warranty department asking for a picture or some other non essential thing that could have been requested at the two previous times you submitted information. This email says someone will get back to you with in 3 days. So its at a minimum of 5 to 7 days before anyone ever actually speaks with you about a possible resolution to your problem. Very frustrating run around that does nothing to quickly address warranty claims and is solely focused on trying to improve their TERRIBLE image.

"Faulty Product and Terrible Customer Support"

The scooter did not work straight out of the box. I then filed a warranty claim with all tall the necessary documents attached. The first problem is the online form doesn’t say request received or anything it just returns to the form so you are left wondering if your time sensitive claim was actually submitted. It then takes several days to even receive a “we received your request.” Then when they ask for more information and you reply meaning you are finally in contact with someone the process gets even slower as it takes them 3 days to review every reply you send. Every time you reply you get an auto generated response about claims taking up to 72hrs to process. At 7 days they still have not said anything or responded past their initial email. When you call support to figure out what is going on they just say they are working on it but can’t tell
You anything because only the claims/warranty department can handle it but they also have no ability to transfer you to speak to the warranty/claims department.

I understand that there are bound to be some defects and some patience is needed to get things resolved but the customer service to handle those claims is severely lacking. I would shy away from buying anything from this company ever again because now I know if their product breaks/is defective, customer support is non-existent and I probably won’t be able to get a refund or a replacement for at least another month.

"Stopped working in less than a month"

I purchased the scooter for my daughter for Christmas. It hasn’t even been used a month and it completely stopped working while she was riding down a hill. Very dangerous. I’ve submitted a request to customer service but haven’t heard back.

"Customer service is excellent"

Customer service is excellent. We purchased two E4's for our kids for Christmas. Christmas day one of the boards would not move. It was diagnosed as a controller malfunction within a day or two and they swapped the broken hoverboard with a new one the same week. The boards both currently work great and our kids love them.

"Customer service was fast and Amazing…"

Customer service was fast and Amazing to work with. Had an issue with a product and issue was resolved quickly. Nice quality product