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:07/27/2023

  Type:Order 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.

  This business does not service ninebots. And under Segway company they say this business is operating as a Segway operator despite having limited abilities to assist Segway customers with repairs. instead I had to send my Segway ninebot to *********** to be repair for a flat tire when this advertised Segway business could have don't it if they didn't set limitations to the service. The angry old man on the phone could have been a racist and deliberately refused my business for no ethical purposes.

  Business Response

  Date: 08/08/2023

  Please review the following lengthy paragraph to understand the context of our reply:

  In 2018 the Segway electronic personal transporter manufacturer (i.e., Segway, **** located in *******, **) sued the *********************** because Ninebot was using the their trademarked name 'Segway' to market Ninebot's products and that suit was ultimately settled by Ninebot purchasing Segway, **** In June, 2020 Ninebot stopped manufacturing all Segway electric personal assistive mobility transporters (known as "PTs") and closed down the ************* factory but they continued selling Ninebot products and marketing them using the term 'Segway'. Due to the fact that Segway, **** had previously sold *******+ of their electric transporters in ******* during their 20 years in business (to consumers, security and police departments, military bases, touring companies, etc.) Segway, **** trained ~75 of their registered *** sales Dealers to provide basic (i.e., Level 2) service of those devices. Before 2014 Segway, **** repaired all manufacturing defects of their PTs only at their ************* facility - which their registered Dealers were required to ship back to the factory for such repairs. Then, in 2014 they trained their three most capable registered *** Dealers to also provide the same Level 3 repairs. Those three factory service centers are located in: ******* (Segway of ***************), ******** (*********** Segway) and ******** (Rocky Mountain Segway). Ninebot currently lists a total of 32 'Service Centers' in the continental ************* on their website ( www.segway.com/service-locations ). However, they do NOT distinguish or describe any device (i.e., Ninebot products nor Segway PT products) that each service center is capable of repairing. While Rocky Mountain Segway continues to repair Segway PTs we do not maintain inventory of any Ninebot products nor parts. We have occasionally sold a Ninebot device, but only via drop-shipment from Ninebot's ********** warehouse. And, before making any Ninebot product sale and/or if anyone calls or emails us inquiring about getting a NInebot device repaired we tell them that we only service Segway PTs, not any Ninebot products; and then we always advise them to directly contact Ninebot technical support for such service.

  Therefore in consideration of all this, within the following (PARENTHESIS) are our replies to each of this complaintant's comments:

  "This business does not service ninebots" (that is correct)

  "And under Segway company they say this business is operating as a Segway operator despite having limited abilities to assist Segway customers with repairs" (It is assumed that "And under Segway company" the complaintant is referring to the www.segway.com website which is owned, composed and operated by the Ninebot manufacturer. And, because 'Segway' is the name of a company not a description of any device, while Ninebot's does list Rocky Mountain Segway as a **************** its description of us ONLY notes that we service Segway PTs. Nowhere does it portray us as providing Ninebot product services.)

  "instead I had to send my Segway ninebot to *********** to be repair for a flat tire when this advertised Segway business could have done it if they didn't set limitations to the service" (as we always do, we told the complaintant that we don't repair flat tires for Ninebot products, advised him to contact Ninebot directly)

  "The angry old man on the phone could have been a racist and deliberately refused my business for no ethical purposes." (It appears that this complaintant - who wasn't a customer of ours - misunderstood the ********************** website page and was simply upset that he had to send his unit to *********** to get his tire fixed. We never, ever express anger to anyone who calls us for any reason whatsoever. Perhaps the complaintant's phone connection was poor (?) in which case we may have asked him to get closer to his phone, or to speak louder, or slower so we could understand and communicate with him better.)

  In any case, it appears that the complaintant's issue is related to his incomplete interpretation and emotional misunderstanding of Ninebot's website - not our phone call nor our company policy.