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:04/26/2024

  Type:Delivery 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.

  Orders a emote cruiser s and while in contact with the company I was lied to about shipping and overlooked by voro motors

  Customer Answer

  Date: 05/05/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/07/2023

  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.

  I purchased an Emove Cruiser from Voro Motors on December 8, 2022. By June of 2022 the scooter had quit charging. We contacted ********************************** and went through the steps to diagnose the issue. This went on for a few weeks and we determined it was either a charging port or the charger. We bought both. We tried the new charger first (this was not covered by their warranty) and that did not work. Next we tried the charging port (which also isn't covered by their warranty). I watched their tutorial on how to change the port. I was installing the washer on the charging port - it's not an easy fix b/c of where the port is located- and one of the wires on the charging port touched the wrong wire on the electrical assembly and shorted out the entire electrical system. No where in their tutorial did they warn anyone about this. I watched it again after this happened. Not only was the scooter fried, but so was my hand and my kitchen floor. I contacted their support services again and was told I could pay to ship the scooter back to them ($150+) and pay for a box to have it shipped and they would repair it but would charge labor and any parts not under warranty. And I would have to pay for having it shipped back to me. I feel that since THEIR tutorial had no warning of any kind in it about not letting wires touch that they should be responsible for shipping and repairs or a replacement. My hand was also burned during this and I did send them a video and a photo. I'm not asking for anything related to injuries or the fact that my kitchen floor has burn marks on it. I just need this scooter repaired or replaced. When I called their so-called ******** office right after this incident, I was told to contact support. I've only gotten scripted responses from their support staff and those come in the middle of the night. Furthermore, why should I need to be replacing parts and paying for them when a scooter is less than a year old. Buyer beware. Order #*****B

  Business Response

  Date: 08/09/2023

  Hello 

  First, we want to emphasize that we are sorry to hear that the customer was injured during their DIY repair attempt. We always do our best to emphasize that due to the nature of electric scooters and their internal components, customers should always work on them at their own risk. 

  We did emphasize in this case to only work on the scooter if they are comfortable to do so, and that we recommend sending it in if they are not. However, we do understand their position and we want to provide a solution. 

  We have reached out to this customer and offered to cover both the to and from shipping cost if they choose to send the scooter in to our facility for repairs. However, we are only able to cover repairs that are covered under warranty, and the customer would be responsible for any other repairs or any repairs needed to fix the damage. 

  We are currently waiting on a response from the customer. 

• Initial Complaint

  Date:02/15/2023

  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.

  I bought a scooter a purple one I bought a red and a purple one the red one ran out of the warranty but the purple one still has the warranty which they admit but I cannot get them to give me the claims number so I can give it to the insurance company to get the ecruiser scooter purple scooter fixed it's been days it's been phone calls and the company that I got it out of out of ********** would not even help me at all I finally got somebody in ******** to help but they're well we're talking about it we're having meetings about it about discussing about giving them number right there they admit that it's it's covered and I have a policy on it and I cannot do anything with the insurance company cannot do anything because they don't have the number I can make it easy Cruiser scooter to give them the claims the number on the insurance policy so I can get the cruiser fixed

  Business Response

  Date: 02/15/2023

  Hi *****,
  
  We were able to get Extend to send you your contract number via email yesterday, February 14th, and we sent it to your email ourselves as well just in case. With that number, you can file a claim with Extend and utilize the coverage you purchased when you purchased extended warranty with them. I will not repeat your specific contract number here, but I will send another email to your registered email address which you can use to file a claim and get parts and services covered under Extend Product Protection.