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:02/01/2024

  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.

  
  Complaint: 21225040
  
  I am rejecting this response because:
  
  1. The product was purchased from dealer on ***** and not as stated by manufacturer. Perhaps dealer order from manufacturer was delayed but I fail to understand the relevance.
  2. I contacted the dealer immediately, waited for response, no response, contacted again and again, never received a response other than "following up with manufacturer"
  3. I then emailed the manufacturer on **** (after they reportedly called dealer back and left dealer a message) and did not receive a response
  4. I then called manufacturer directly after being ignored by dealer in order to apply warranty.  EV rider's representative stated EV rider contacted dealer multiple times with no answer. I then requested the problem to be addressed by manufacturer, but representative refused to further discuss with me, stating I should ask the dealer to call them
  5. it's been more than a month since scooter was acquired. It is reasonable to assume, unlike the response received from manufacturer, that more than 4-6 miles have been ridden with the scooter during this time period and that despite that, the problem persisted.
  6. To this day, I still haven't received a single direct communication from dealer or manufacturer in an attempt to resolve this issue (rather than "I will follow up with manufacturer," for example), *********** information in order reach someone who can attempt to resolve the issue. The only (somewhat irrelevant considering abovementioned) response attempting to address the issue was that received through BBB.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 02/01/2024

  As there is no commercial transaction between EV Rider and the customer, *************************, this complaint is to be directed to the seller of the scooter: www.Senior.com and not EV Rider.

  Our records show the following:

  SCOOTER SOLD ON 01/02/2024.

  "CUSTOMER CONTACTED THE DEALER AND REPORTED A BUMPING FEELING WITH EACH ROTATION OF THE ***** AND A SLIGHT SLOW DOWN WHEN IT DOES IT. I CALLED THEM BUT THEY DID NOT ANSWER. I LEFT THEM A VOICEMAIL TO CALL ME BACK. (RS) 01/13/24"

  As the notes state, ************** contacted ****************** on January 13th and we are yet to hear from him.

  Based on the notes, the issue that ****************** is having with his scooter is strictly related to the nature of the wheels: flat free tires (solid tires). Due to the weight of the scooter, the wheels in the rear, the heaviest part of the scooter, may develop a "flat spot" if not used for a period of time. This is more apparent when the scooter is sitting in storage for a period of time. This scooter has been in our warehouse until sold, thus the wheels may develop a flat spot. However, with use, the flat spot disappears. That is a common issue with flat-free scooter wheels, but it goes away as the scooter is used. Please read this article: ***********************************************************-My-scooter-tires-have-developed-a-flat-spot:

  "My scooter tires have developed a flat spot
  

   
  Living Well Stores Customer Service
  6 years ago Updated
  FollowNot yet followed by anyone
  If your scooter sits unused for an extended period of time, the tires can develop a flat spot where they rest on the ground. This is more likely to happen in warm weather climates. Although it will be bumpy at first, riding the scooter for 4-6 miles will almost always restore the tire to roundness."
  

  EV Rider is responding to this complaint as a curtesy to ****************** and to set the record straight, for he has failed to contact our tech support department to follow up. Had he called us back, he would have been provided with the above explanation.

  Going forward, we will no longer reply to the complaint, for the nature of the same is unwarranted and especially because there is no commercial transaction between ****************** and EV Rider. We ask that all further contact with EV Rider be done exclusively through the dealer that sold him the scooter: Senior.com.

  Sincerely,
  

  **** *************************

  EV Rider, LLC

  Business Response

  Date: 02/08/2024

  As I indicated before, there is no commercial transaction between between Mr. ******** and EV Rider. 

   

  We have provided al the information needed and this is the final communication about this matter. We will not reply going forward.

• Initial Complaint

  Date:08/11/2023

  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.

  After traveling with the scooter on a plane, the scooter locked in the collapsed position. The subsequent contact with ****** at EV Rider blamed ** for breaking it. He offered no support or solutions and was quite condescending and rude. He would not transfer the call to a manager. The company does not seem to back their products and are not deserving of their BBB status

  Business Response

  Date: 08/11/2023

  Our records show that this scooter was sold to ********************************* on 11/22/2022 and shipped to the address provided by the seller, Mobility Essence, an authorized dealer of EV Rider. For the record, there is no commercial transaction between ************************, who filed the claim or ************************, who bought the scooter from our authorized dealer.

  The complaint also states that the scooter was taken by plane to ******.

  The following are the notes regarding the case:

  **************************** CALLED TO INQUIRE ABOUT HER SCOOTER'S PEDAL BREAKING WHILE ON A TRIP. SHE COULD NOT PROVIDE ANY INFORMATION ON THE SCOOTER, BUT BASED ON THE INFORMATION I GOT OUT OF HER, IT WAS AN S19+ (I FOUND THIS INVOCE AFTER THEY HUNG UP). I MENTIONED THAT SHE WILL NEED TO FIND A TECHNICIAN TO GET AN ESTIMATE OF WHAT *** BE NEEDED OR WHAT TO REPAIR IF IT WAS MALFUNCTIONING. HOWEVER, IF SHE BROKE THE **** (AS SHE SAID SHE DID), IT IS LIKELY THAT SHE NEEDS TO REPLACE IT. I OFFER TO PROVIDE THE NAME OF A DEALER WHERE TO BUY THE PARTS, BUT SHE SAID THAT SHE HAD THE **** AND NEEDED ME TO RECOMMEND SOMEONE IN ****** TO FIX THE ISSUE. SHE ASKED IF SHE COULD SEND THE SCOOTER TO ** AND I EXPLAINED THAT SHE WOULD HAVE TO SPEND TOO MUCH MONEY SENDING THE **** TO *******, WHEN SHE CAN PROBABLY FIND COMPANIES IN HER AREA THAT *** BE ABLE TO ASSIT IN REPLACING THE **** SHE HAS FASTER AND LESS FOR MONEY. SHE KEPT SAYING THAT SHE WAS DISSAPOINTED THAT WE WOULD NOT "STAND BEHIND OUR PRODUCT" AND THAT IT WAS NOT OK THAT THE SCOOTER WOUL/D BREAK ON A TRIP BECAUSE THEY HAD TO RENT ANOTHER ONE.  I EXPLAINED AGAIN THAT THE WARRANTY CLEARLY EXPLAINS WHAT IT COVERS AND BREAKING THE PEDAL/LEVER WAS NOT COVERED UNDER THE MANUFACTURER'S WARRANTY; SPECIALLY AFTER TRAVELING BECAUSE WE DO NOT KNOW HOW IT WAS MANAGED WHILE IN TRANSIT. THEN, HER HUSBAND TOOK OVER AND STARTED TO RAISE HIS VOICE AND SAID THAT THIS WAS NOT THE WAY IT WAS SUPPOSED TO BE, SO HE NEEDED THE NAME OF THE *** OF THE COMPANY. I SAID THAT I WOULD BE GLAD TRANSFER HIM TO A MANAGER AS SOON AS I GET THE SERIAL NUMBER OF THE SCOOTER TO VERIFY HIS PURCHASE. HE STARTED THE THREATS ABOUT POSTING THIS ONLINE AND ASKED FOR MY NAME (WHICH I GAVE HIM) AND SAID THAT I SHOULD BE HAPPY FOR THE REST OF THE *** BECAUSE I WOULD BE OUT OF THE *** SOON AND CALLED ME A*** AND HUNG UP. - 08/10/23 (SC)***
  

  From the above and the notes taken of EV Rider's interaction with ************************, there is very little that we can do to assist him given the following:

  a) The scooter was damaged while under the care of the airline and he should contact them to have it repaired;

  b) This is not an issue related to warranty;

  c) Most importantly, it is EV Rider policy to cease and desist communicating and providing assistance to any belligerent individual that contacts the company.

  If ************************ wants any assistance from EV Rider, it will be done strictly through a qualified mobility scooter repair center in the located in the U.S. 

   

  We are replying to this complaint to set the record straight and out of courtesy to BBB only. There will be no further replies going forward.

• Initial Complaint

  Date:03/31/2023

  Type:Product 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.

  Purchase an EV Rider mini rider with bag and the scooter is in operable and only runs for a short distance before it stops. We have been contacting EV Rider for almost 9 months speaking with ******* and other representatives c** continuously. Tell us that we will receive a call from ****. The company asked us to do a service check over the Internet and to no avail. The scooter does not work. We cannot get anyone to assist and 82 year old senior that has purchased a scooter for assistance. Therefore it is causing her disability to be hindered. We have spoken with QVC who was the originator of the purchase and they remain steadfast on this issue being resolved with EV Rider.

  Business Response

  Date: 03/31/2023

  These are the only notes we have in our system about this case:

  CUSTOMER CALLED AND STATED THAT QVC IS GIVING HER THE RUNAROUND REGARDING HER BROKEN SCOOTER AND ***** FROM QVC TOLD HER THE SCOOTER IS STILL UNDER WARRANTY. SHE IS FED UP WITH QVC AND US AND JUST WANTS US TO FIX SCOOTER, WHICH SHE CLAIMS QVC SAYS IT IS STILL UNDER WARRANTY. SENT THIS ISSUE TO ********************; ** 01/18/23
  
  ***MS. ***** CALLED UPSET THAT NOTHING HAS BEEN DONE TO HER SCOOTER. SHE DID NOT HAVE ANY INFORMATION OTHER THAN HER NEPHEW OR ***** HAD ALREADY TRIED WHAT WAS INSTRUCTED AND HAS STILL NO SOLUTION. SHE CLAIMS TO HAVE SENT A LETTER TO US BUT STILL NO ANSWER. SINCE I DID NOT KNOW ANYTHING ABOUT IT, I ASKED HER TO HAVE HER NIECE CALL WHEN SHE IS WITH THE SCOOTER. I HAVE READ THE NOTE THAT **** WROTE AND IT SEEMS THAT THIS WAS SENT TO JCR, SO I AM SENDING THE INFORMATION TO HIM IN CASE SHE CALLS BACK. - 03/01/23 (SC)***
  
  *********** CALLED TODAY LOOKING FOR JCR AND CLAIMS HE HAS NOT RETURNED HER CALL.  I AM SENDING JCR AN URGENT E MAIL TO PLEASE CALL ************ ....MD3/31/23

  For the record, the scooter was bought by *********** on 08/08/2021. The warranty is good for one year from the date of purchase. Ms. ******* niece contacted EV Rider on 01/18/2023, well after the warranty had expired. EV Rider has provided technical support over the phone to  ******************************** who claims to be Ms. ******* niece. She was also informed from the beginning that the scooter is no longer under warranty and, given that the issue cannot be resolved over the phone, she should take the scooter to a technician in her vicinity to identify and solve the problem. **************** has refused to take the scooter to a technician and is demanding that EV Rider takes care of the problem. Furthermore, she is now demanding that the scooter be replaced. Unfortunately, she fails to realize that the scooter was purchased over 600 days ago (1 year and 7 months).

  The issue with the scooter may be that of batteries needing replacement. The batteries can be checked, free of charge, at a nearby Batteries Plus store. However, **************** continues to demand that EV Rider fixes the scooter despite the clear warranty terms under which the scooter was bought and that are also part of the user's Manual of the scooter and published in EV Rider's website: ********************************************************************************************************************** (see pages 28 and 29).

  Please note that this complaint with BBB has no merit due to the following reasons:

  1. The scooter was not bought from EV Rider and there is no commercial transaction between EV Rider and Ms. ***** and neither is there a commercial transaction between **************** and EV Rider. The complaint should be directed to the seller of the scooter, QVC, Inc.

  2. The scooter is out of warranty as of 08/07/2022.

  This is the first and last reply to any complaints about this case coming from Ms. ****** her niece, **************** or ****************** nephew, ***********************. We are replying as a courtesy only and to set the record straight. Further communication about this meritless case will be ignored.