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Business Profile

Electric Scooter

iSinwheel

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electric Scooter.

Complaints

Customer Complaints Summary

  • 41 total complaints in the last 3 years.
  • 26 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/20/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    In December 2022 I purchased an Isinwheel electric scooter and it came with a one year warranty. Our first issue began in May 2023 when the bottom of the scooter cracked open and had to be taped. The bottom houses the battery. The company's solution was for us to fix it locally then have the repair reimbursed. I called all over the Phoenix area where I live and discovered that there is no business that handles e scooter repairs.After that, the scooter would not work at all. I sent a video to the company showing the error code and issue. They again told me the same thing. I tried telling them that no one in our area does repairs, which I had done previously. They also sent us a part and asked us to fix it ourself. We tried and failed. We do not have this experience. They also said we could mail the scooter back and they could take a look at it. The up front cost was too expensive and I did not have the time to find a way to box it and mail it on top of that.We have called them over and over again, emailed them time and time again, and we never get any help. Their management does not take phone calls and they will not call you. You have to email them. Every time I tried to get help another person gets involved and they have no idea of the prior issues I was having and I have to start over. This has been going on since May and the last email I received basically stated the warranty is now over. They do not have a clue as to what is going on and I never received any service.I have emails that I can send you to this affect. I called BBB and a representative told me that once I have a claim handler, that I can send these emails to them. This web site is not allowing me to attach them as documents or attachments.

    Customer Answer

    Date: 03/21/2024

    Please see attached.

  • Initial Complaint

    Date:12/12/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    We purchased an electric longboard from isinwheel (via Amazon) in July 2023. It was given to our son on September 16 2023 for his birthday. On November 24th the front truck on the board broke while our son was riding it to work. I contacted support, and provided pictures and a description of what happened as well as the receipt. They followed up with me and insinuated that our kid either hit something or was abusing the board. The piece in question is cast aluminum, and it broke directly at the weakest point in its structure.. right along the s**** holes used to retain the electric drive motors. Drilling and tapping those holes alone could create massive stress risers in the material.. even if the casting was clean.Regardless, they said the board was not repairable. They could not provide me with replacement parts, and offered me $100 refund or $100 off a new board. Neither option was horribly appealing, but I ultimately accepted the partial refund and left them a negative review on Amazon. This morning they contacted me and attempted to blackmail me into taking the review down before processing my partial refund as well as doubling down that a cast aluminum load bearing beam simply cannot break unless it was crashed.. again implying abuse. It was at that point I figured I needed to get the BBB involved. I am not happy with how this was handled, but was willing to walk away from the experience prior to them attempting to blackmail me.

  • Initial Complaint

    Date:09/19/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    The nature of the dispute (everything I will say is documented in email and I will attach those documents): We bought two electric scooters from a company (iSinwheel) online, one of the scooters was defective. We contacted the company about the defective scooter, they sent me a replacement part for the scooter with a instructional video link. However, the instructional video was unrelated to the part they sent. On 8/31/2023 was when I first asked for instructions on how to move forward with returning the broken scooter, the company never responded. On 9/18/2023 I emailed iSinwheel again stating that the instructional video they sent me was not related to the part they sent and I asked again to PLEASE be redirected to a manager and be provided with instructions on getting a refund. On 9/18 iSinwheel emailed me back with another video link that was again unrelated to the part they sent me.

  • Initial Complaint

    Date:08/11/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 writing to address a matter concerning my iScooter i9 Electric Scooter, which I purchased in June 11th and delivered June 20th ***** from ******* (Order# *******-007652).I initially used the scooter for just only three months, accumulating just over 12 hours of usage. However, I stopped using it due to the cold weather between October 2022 and June 2023. Recently, I attempted to use the scooter twice within the past two weeks, but on both occasions, the scooter abruptly shut down after only 10 minutes of operation.Two weeks ago, I contacted their customer service regarding this issue. I spoke with *****, who assured me that someone would get in touch with me regarding the matter, but I did not communication for a week. Consequently, I sent an email to follow up, and I received the following response on August 7th, 2023:"Dear customer,Thank you for contacting us. We are sorry to hear about the issue you're facing with your iScooter i9 Electric Scooter.Based on the provided information, it appears that the extended period without riding and charging has potentially led to a faulty battery. We acknowledge that the warranty for the battery is valid for 6 months, while other parts of the scooter are covered for 1 year. As your purchase was made in June of the previous year, we regret to inform you that it falls outside the warranty period.We suggest exploring the option of purchasing a new battery from reputable online retailers or local scooter shops. Before proceeding with the purchase, we recommend contacting the seller to ensure compatibility with the scooter's specifications.We greatly appreciate your understanding and sincerely apologize for any inconvenience this situation has caused."******* (Order# *******-007652).Price paid $349.79 I also called ******* and they told me there is nothing they can do for me neither.

  • Initial Complaint

    Date:08/01/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    This is a ******* based company obviously they sell scooters and electric skateboards I purchased their board last week for $430 bucks they gave me a $20 discount afterwards that was refunded to my account for no reason at all which was pretty weird but I was thankful, as we know in our country all expensive packages should always be sent by the shipper especially with companies like ***** with a signature required to verify the location of delivery is indeed the person that's supposed to be delivered to and of course the ***** driver that tried to deliver this on Saturday delivered it to a community with 4 apartments that have the exact same looking door in front of them with the exact same color hallway and door, the ***** driver did not take a clear legible picture of the delivery in front of my door, we searched for this package in front of people's doors for over an hour and a half on Saturday with no success, when I tell the company which only can be contacted by email in ***** that the picture is not legible which is very clearly true to show us which apartment it actually was delivered to they argue with me and say that the evidence is appropriate and that they are not going to give a refund, for one I was never asking for a refund I was asking for a new board to be sent because it's not my fault that they did not protect this package and have ***** request a signature...

  • Initial Complaint

    Date:07/29/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 purchased an S9 *** from iSinwheel through Amazon. The product is not as advertised. Namely, the battery seems to be 7.8 Ah instead of **** Ah, the travel range is not as advertised, the speed seems to be slower than advertised; in a real world scenario. Factors like these influenced my decision to purchase the product.I spoke with iSinwheel's customer service on Amazon, in that interaction they have so far offered a $50 refund. They have not offered to replace the battery. That interaction is attached in a PDF, please read this interaction, it contains relevant information.Also, I have documentation of the battery's performance in other attachments. According to the attached images my travel range is **** - **** miles, the estimated range at 12% may be lower based on my experience.Additionally, the electric scooter frame has a hole for a s**** that seems to have warped, it will not properly secure the s**** In fact, I may have lost a s**** to that hole not properly securing a s**** I replaced the s**** with a spare I think and then taped it to make sure the s**** does not fall out. Also, due to rain it started squeaking, I was able to resolve the squeaking with a silicone lubricant.

  • Initial Complaint

    Date:02/24/2023

    Type:Product Issues
    Status:
    Unanswered
    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 ordered 2 Electric S9 Max scooters from Isinwheels website(order no: ISW3740COM). I just used it for 2 days and the scooter stopped in the middle of the road just for 6 miles. I didn't expect this on the very 2nd day of my trip. I had to carry this for almost a mile as it stopped. I believe if a faulty scooter was sold to me at a discounted price. I got in touch with their customer service team and they agreed to replace it with a brand new scooter and now they sent me a used scooter which was used for 31 miles. Since that was in a buyers remorse period, I expect a new scooter. This is so disappointing as I have spent my money on a scooter that does not work and in addition to that I paid for a used scooter now. The packaging that they sent is pathetic. For your reference I'm attaching the packaging of mine and theirs with the e scooter usage. Please help me accordingly.

  • Initial Complaint

    Date:02/01/2023

    Type:Product Issues
    Status:
    Unanswered
    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 purchased the X1 800W Off Road Electric Scooter 11/1/2022 directly from the isinwheel.com website; right at 30 days in, and the problems started. The scooter has left me stranded because it just shuts off. I'm following all the safety and operation guidance they provide but nothing works. I've left voicemails (###-###-####), and no one calls back, and I could never reach a person directly. On 1/18/2023 I filed a claim on the website. I didn't get an email of acknowledgment (but I have a screenshot to prove it) or any follow-up contact. I've reached out several times since filing the claim but have gotten no response. My scooter has an E-6 error and won't start. It has not been functional since December 2022 and will soon be out of warranty.

  • Initial Complaint

    Date:01/04/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    On November 14, 2022 Isinwheel received noticed that I would like to return their product a week after ownership for the following issues: False advertisement, unstable battery and other mechanical issues. Isinwheel's website claims that each scooter is inspected prior to shipping to consumer, My scooter arrived with issues they initially offered to repair or replace which included unstable high capacity battery/ battery mileage, frequent flat tires in addition to various mechanical issues. Since November 14, 2022 I have provided video proof of the issues to Isinwheel as part of my return and refund request.

    Isinwheel offered to charge me the consumer $100 to return their defective product to them. After several corresponding emails over a 45 day period. Each emailed response from their only department that can assist with these issues has taken weeks. Isinwheel is now denying the product return and refund stating that it now falls outside of their company policy. Again, the initial return and refund request was sent well within their company return window on November 14, 2022. I have also filed a charge back against the purchase and will also file a claim against their company bond should they dispute the charge back.

    Business Response

    Date: 01/10/2023

    Dear BBB team,
    We are sorry to have kept you waiting.
    For the problem of the scooter for the customer, we provided many suggestions before. We sent him a shipping label, the customer can use it to return the package. 
    We are willing to help him exchange a new scooter or refund the money to him. We will help him solve the problem.
    Thank you for your understanding.

    Customer Answer

    Date: 01/11/2023

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID 186**046, and find that this resolution is satisfactory to me.

  • Initial Complaint

    Date:09/12/2022

    Type:Service or Repair Issues
    Status:
    Unresolved
    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 bought a scooter last October. This past June I had an issue with it I emaild and called numerous time about the warranty they said they checked with there engineers and said,
    Dear customer,
    For this, we have contracted the engineer from the factory, he said the dashboard and controller might be faulty.
    And they provide 6 monthly warranty for the battery, dashboard, and controller, so we provide the same warranty to the customers. After checking, we found your order was purchased on October 31st, 2021, which is more than 8 months and they cannot provide us free replacements for those parts.
    but there warranty on there site says the controller has a 6 month warranty and the dashboard has a 12 month warranty and when I sent a pic of that highlighted still said its not covered. I'm not looking for anything extra, All I'm looking for is to get a replacement dashboard that the 12 month warranty says it covers

    Business Response

    Date: 09/26/2022

    Dear ****** ******* ,

    We'd be happy to provide free replaecement parts of the controller and dashboard for the customer to assist him to solve the problem.

    Could you talk the customer contact us by email and close this case?

    Thank you for your help.

    Best regards.

    Customer Answer

    Date: 09/27/2022

     I am rejecting this response because:
    I have emailed numerous times and called for over 2 months and got nowhere.with the email and number I have 
    And feel that if I agree this will close and I get nowhere again 
    If someone could help me directly by phone or email to resolve this that would be fine and would agree.
     the only email I have is the isinwheel main one and that's the one I got no where with is there another way to contact someone? 

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