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:12/31/2024

  Type:Product 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.

  Website offers non-interchangeable products on the same product page. Advertises hassle-free returns and exchanges.Does not mention anywhere on the product specific page that they don't offer returns or exchanges on accessories.This fact is only mentioned on the return policy page not mentioned anywhere during the purchase process.Only seeking to exchange one battery model for the other at the same price. Willing to pay shipping. Business is only offering to refund half the cost of the purchased battery and won't honor an exchange.See ************************************************************************************************************** Seeking to exchange MR30 for MT30 battery.Products should have separated pages if they are not interchangeable and they are unwilling to exchange.

• Initial Complaint

  Date:12/19/2024

  Type:Sales and Advertising 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.

  I placed two orders for electric scooters, and immediately realized there was a mistake on the order. The website said orders can be canceled if they have not yet shipped. So I looked for how to cancel. There was no way to cancel other than emailing the company. I emailed within minutes of placing the order. I received no response for days, so of course by then the items had shipped and already been delivered. However, the business advertises "hassle-free returns" and "shop worry free! free returns" on its website, so I requested a return (also by email as that is the only way). The responses I got did not address my issue, did not provide return instructions, but attempted to coerce me to keep the items and not return, offering me a free helmet or other things if I will keep the items. I declined and continued to ask for a return. Finally they offered me only a 40% refund and suggested I resell the items on ********** or similar to get the rest of the money back! Failing to provide any return instructions or labels. After 5-6 emails with the company, they refused to allow a return despite the advertisements on their site and the fact that the items are unused, in perfect condition with the boxes never even opened.

• Initial Complaint

  Date:12/02/2024

  Type:Sales and Advertising 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.

  S10Plus scooter was purchased October 26, 2024. It was shipped the following day October 27, 2024. Then, the scooter was delivered/received November 1, 2024. On the same day, November 1, 2024 I reached out to support via email to initiate a return because despite being within the weight limit, the scooter ran funny. On November 3, 2024 I received an email back but, after that I had to email periodically for about a week and a half to get a call back about a shipping label. I got called on November 15, 2024 where I was told that a label had yet to be created but was being worked on and they would email me about it. One of their emails asked that I either keep the scooter or resell it myself after talking through the reason of my return. They are not upholding their return policy. Their return policy, stated on their website, says Refund:1.For non-defective products/no-longer needed products (1)Unopened & Unused Merchandise: Unopened merchandise may be returned within 14 days of delivery. A return shipping fee of up to 10% of the product price will be applied for all unopened merchandise upon successful return..(2)Opened Merchandise: Opened merchandise may be returned within 14 days of delivery, and must have less than 10 miles of usage recorded by the device. A restocking fee of 10% will be charged, and return shipping will not be covered. If you use our return label, the shipping fee will be deducted based on the actual cost. If the distance exceeds 10 miles, the restocking fee will increase to 30%. Understand that the reason I was unable to return my item within their timeframe is because they took days at a time to respond to emails and their company number almost always went straight to voicemail. The product has been opened and ridden for less than a mile, as I had to test ride it to realize I wanted to return it. On the phone they told me that I wouldnt have to worry about the time limit because I initiated the return the day I received the scooter.

• Initial Complaint

  Date:11/20/2024

  Type:Product 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.

  When I first purchased from Isinwheel I purchased their M10 Commuter Ebike on August 11th, 2024 for $479.99 USD. When I originally received the bike it was already in the wrong color and some of the utilities on the handle was put in the wrong locations but I couldn't adjust it due to the grips being metal.Those where the first issues but then the bike would flicker and shut off even when fully charged, it wouldn't display the charge, it would turn off while riding, the brakes would scream when I use them, the false advertising on the bike (states on website that it can last ***** miles per charge for the electric mode on their website yet it only last approximately 15 miles for me before its dead), and more (they've seen videos about the issues we discussed). This is my main source of transportation as a college student. I can't trust my bike anymore and be on edge while using it as I am worried it will turn off on me while in the road and more so I requested for a full refund.I've been going back and forth with their customer service for awhile now but as of recently they stop responding to my emails. I was fully shocked by this situation as the reviews on the website showed it was a good bike but I noticed when I left a poor review it wasn't displayed on the website, which made the bike appear to be of better quality then it actually was. The most they offered was a 40% refund or a new bike after I send in the other one and pay an additional $50 shipping fee which I refused as I didn't trust their products anymore. I brought in consumer rights and the false advertising but not much was done about it as they stated, "After discussing with my supervisor, I regret to inform you that due to the several months that have passed since your purchase, we are unable to offer a full refund. However, we can offer you a 40% refund, which is the maximum amount we can provide under the current circumstances." when I asked for a full refund back.

• Initial Complaint

  Date:11/15/2024

  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 an ebike from them, its missing parts, made two payments on it, have yet to ride it, looking to return it and get my money back.

• Initial Complaint

  Date:10/28/2024

  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.

  I brought a scooter back in November for my son. I also pay for an extended warranty for two years to cover any you know damage for the scooter for over three months? I have been emailing them about the scooter not working. They finally told me theyre gonna send me a battery But then they said the batteries is out of stock so I have to wait for it to be in stock which should be over a month I said absolutely not. My son uses the scooter to go to school so they said you know what pay $50 and well send you a refurbished scooter. I said OK I paid the $50 They sent the refurbish scooter that scooter also does not work. I emailed them every day asking him to please have someone call me because you can only contact them through email. They say the 24 hours for them to reach back to you which is a lie. Ive waited days and days and days. I just need some help. I like I want my money back or I want a scooter that works Like these scooters are not cheap. Their electric scooters. My phone number is ***********.

• Initial Complaint

  Date:10/25/2024

  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.

  I am seeking assistance with an ongoing issue regarding my iSinwheel X1 e-bike. My late grandfather gifted this e-bike to me in April 2023 and it has become essential for my daily commute. About a month ago, the e-bike stopped working, which I believe may be due to a problem with the battery not charging.Since I am uncertain about the warranty status or any insurance coverage due to my grandfathers passing, I reached out to the company's customer service team last month for support. Unfortunately, despite my repeated attempts to resolve the issue, progress has been minimal. *** received multiple emails from the company, often with requests for information or videos. Ive complied with each request, even providing video demonstrations as they asked, but each response seems to lead to further requests rather than a solution. This back-and-forth has caused considerable stress, as the e-bike is my primary mode of transportation.The process has been frustrating and seemingly unproductive, and I feel I am no closer to a solution than when I started. Moreover, when I asked if there were any authorized service centers in ******, ********, for a professional inspection, they couldn't provide a recommendation.I am requesting your assistance in mediating this situation to help facilitate a more efficient and clear response from the company. I hope to reach a resolution that allows me to either repair the e-bike or be directed to a service center equipped to handle the issue.

• Initial Complaint

  Date:10/08/2024

  Type:Delivery 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.

  October 1, 2024 tried to purchase a product from ************************. It is a specific e-scooter for the activity of use. Received confirmation of purchase and transaction was pending in C/c statement and item was not received within the timeframe of delivery. Contacted company, sent them snapshots of confirmation email and they stated it couldnt be found. Went back online to look at item again and noticed significant price increase from the time I made the purchase. A later email stated it was delivered, it wasnt. Phone conversation the support staff stated she didnt understand why i received that email because she didnt see the order In their system. I believe they deleted my order because of price changes. Are they required to sell me this at original price if I reorder? Is this false advertising? What can I do?

• Initial Complaint

  Date:09/06/2024

  Type:Product 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.

  8/19/24 $1224.00 isinwheel GT2 1000W Off Road Electric Scooter 2 I ORDERED 2 1000W SCOOTER & RECEIVED 800W SCOOTERS I ASKED FOR THEM TO CALL TAG THESE & SEND ME THE CORRECT ONES NOT TO MENTION ONE OF THE BACK WHEELS IS FLAT & WILL NOT HOLD AIR. WE HAVE BEEN GOING BACK & FORTH EVERYDAY FOR ALMOST 3 WEEKS THIS IS WHAT WE RECEIVED IN THE 1ST RESPONSE We would like to clarify that the GT2 has a starting power of 800W, but it can reach max power of 1000W under optimal conditions THAT IS NOT HOW A ***** WORKS!WE TOLD THEM THAT & WANT THEM TO CALL TAG THEM & GET A FULL REFUND. THEY THEN ASKED FOR ********** SENT THEM PICTURES OF THE ***** THAT CLEARLY SAYS 800W THIS IS THE RESPONSE WE RECEIVED Due to these changes, there have been some logistical mix-**** with old tags and manuals from the previous GT2 800W model being mistakenly placed with new orders.THEY KEEP MAKING ************ AGAIN ASKED FOR THEM TO CALL TAG THEM & A FULL ************* REFUSE TO DO THAT. ON THERE WEB SITE WE MEET THE REQUIREMENTS FOR A FULL REFUND NOT TO MENTION WE DID NOT RECEIVE WHAT WE PAID FOR THEY ARE FALSE ADVERTISING IN ACCORDENCE TO WHAT THEY ARE SENDING OUT & WILL NOT REFUND FOR THE WRONG PRODUCT. THERE WEB SITE STATES REFUNDS IN THE 1ST 30DAYS WHICH IS WHAT WE HAVE BEEN TRYING TO GET

• Initial Complaint

  Date:08/28/2024

  Type:Delivery 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.

  So I placed an order to this company for an Electric Scooter. I immediately realized that I messed up the order. I contacted them with in 10 minutes for them to cancel the order. I read the policies that are on there website and it states that if I reach out to them before the item ships they can cancel it. I emailed, called, left voicemails, and heard nothing even during there stated business hours 8 am - 4 pm (PDT). I sent multiple emails through out the day, and even called multiple times that just led straight to voice mail... they emailed me saying that the item shipped at 8 Pm, that is when the emailed me and they did not acknowledge anything else. I reached out exactly how they told me to and wanted me to as well and nothing... The reason why I wanted to cancel this order was beacshe I messed up the order credit card details, used a buisness card by accident, and the shipping order needs to be delivered else where. Yes i make mistakes but me reaching out during businesses hours and not getting help is above me. I want someone to actually give me a call and talk to me promptly. The one email they sent stated that if I refuse the package it can be sent back and I pay a ******************************************************************** during buisness hours. I have seen multiple customers state shady buisness practice and they message or email ever 72 hours which makes business hard with them. So here I am now in a stuck boat.Order Placed Aug 12th Contacted: Immediately August 12th, and many times phone and email the same day. This company also has other sister companies: Circooter/ISinWheel