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:03/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  2/20/20 delivered to apartment.$1,938 paid CycleBoard Hope to have a safe ride with electric board but shuts off by itself during ride on streets.Wheel also fell off on street while walking with 2 kids.Defective battery with only 250 miles of usage.CycleBoard is trying to charge me for new battery with 20% discount plus $49 shipping. Totaling $648.20 for a new battery.

  

  Business Response

  Date: 03/24/2023

  We will continue to support this customer and all customers long after their warranty period ends, but we cannot provide a free replacement scooter as he is requesting after 3 years.  Thank You.

  Customer Answer

  Date: 03/24/2023

  I dont accept the response provided by the company for selling me unsafe product with only 215 miles of use.It wasnt even used through our pandemic and properly charged monthly.

  The scooter front wheel even fell off while strolling down the block. Luckily my kids were not on the board.I had to get the wheel back from under a car from it rolling away.After having the board stop many times during the middle of ride - ive determined that this board is a lemon purchase.I would like a full replacement or full refund. Anything and everything is possible.

   

  below is response by email Cycleboard just sent me:3/24/23 1:25 pm

   

  Hi, if you are willing to ship us your battery for us to inspect it, then we may be able to offer you a free replacement under warranty or a deeper discount depending on what we discover when we inspect your battery. *Please note that our warranty is clearly published at 12 months so this would be an exception we would be making in an effort to go above and beyond for your as a customer to keep you happy. Please remove your BBB and any other negative complaints until we have an opportunity to try and resolve this for you.
  
  
  It's not possible to send a replacement scooter given that we are well beyond the warranty period and return period.
  
  
  thank you
  support team
  
  
  Please let us know if we can help with anything else.
  
  
  Thank You
  CycleBoard Support
  CycleBoard.com
  
  

  
  

  

  Business Response

  Date: 03/27/2023

  We are happy to continue to support your scooter even though it is out of warranty, we stock all replacement parts and even though it is 3 years old, we will still continue to provide parts and service, just contact us through ****************************** 

  Thank You

  Customer Answer

  Date: 03/28/2023

  They have asked me to mail back just the battery knowing that it is faulty for examination, Ive already tested the battery with a voltmeter and sent the requested info to them. Why wont they just send a replacement unit as this one is unsafe for consumer to ride.How can you even ride without proper working battery and wheel falling off previously. So dangerous,especially with a child on it.Ive read on threads that they have provided replacement units.This unit has about 215 miles and is unsafe for riding.Please send replacement or issue refund or store credit.

• Initial Complaint

  Date:08/09/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 purchased the Elite Pro cycleboard about a year ago. I moved to ****** and the front wheel was damaged. I have reached out to Cycleboard several times for a replacement wheel. I was told they would be available in July. I reached out to them again and was told they are not in stock yet. I reached out again, and this is their response:Hello *******,I am afraid we no longer have Elite Pro parts in stock and the *** is also unknown.Sorry for the inconvenience.Please let us know if we can help with anything else.Thank You CycleBoard Support CycleBoard.com This is unfair business practice because their products are basically useless if a part breaks or becomes inoperable. I'm hoping there is something you can do to assist me and all of the other customers who are having this same issue. They continue to sell these products.Thank you,***************************

  

  Business Response

  Date: 08/17/2022

  Hi *******, you are correct and our support reps ******** to you is not sufficient.   We are in production for new replacement wheels for your Elite Pro model and expect to receive them between Sept and Nov., there have been many supply chain issues so I apologies for the delay.  Feel free to communicate with me directly at *************************** going forward and I will be happy to help in any way ******************** also provide a set of new front wheels to you at no charge when they arrive.  Thank You - ***********************, CEO

  Customer Answer

  Date: 08/18/2022

  Hello, 

  Thank you for your response. I don't agree with this plan since I have been given the runaround and the unprofessional responses from the team at Cycleboard. I'm afraid if I agree to wait until "maybe" November that I will just be given another response to wait a few more months. I paid $2,000 for this product. It's not a cheap scooter. I have been unable to use it for months now trying to get a wheel...one wheel. I was told by the Cycleboard rep that I can purchase two Elite Pro wheels but they are bigger. I'm willing to try it but don't think it will be as comfortable a ride. I would love to resolve this asap so I can use my Cycleboard. It was my source of transportation between the homeless organizations I operate in the ****************. 

  Thank you,

  *******

  

  Business Response

  Date: 08/19/2022

  HI *******, we just got notice that the Elite Pro replacement wheels are in stock at our factory in ***** and we are having some airshipped to us.  We can either send you a set of those when they arrive which I estimate to be about 2 weeks or we can send you a set of Rover front wheels (these are 10" instead of 8.5" so they are a little larger but will fit).  Just let us know which route you would like to go and please don't hesitate to email me directly at ***************************.  Thank You.  ***********************/CEO

  Customer Answer

  Date: 09/07/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************