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:02/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Bought two of the Swagtron E-B 8 off road electric bikes , need a replacement battery, the batteries have been on back order for 2 years I continuously email swagtron about my dilemma and never get a response . I have a bike that I am unable to use for quite some time , I would like to be contacted by Sawgtron of a solution

• Initial Complaint

  Date:10/16/2023

  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 the Swagtron ************** Scooter Swagger 5 Boost on Dec.5th, 2022 but Delivered on Dec. 11th,2022. This was a Xmas present and not able to ride until at least April of 2023. On only a few months of limited use he was riding one day on his way home and while going from a driveway to the road to crosswalk the area with the handle bars and pole that connects by the foot/standing area just buckled in causing the pole that holds the handle bars to collapse into the battery almost causing my son to crash. This is the manufacturer weld that buckled. When I reached out to Swagtron where we have a 1yr warranty all they keep saying is it is physical damage. He did not damage this. It is their manufacturer weld that buckled. I've tried multiple times to have them explain or resolve this by sending a new one and they can have their defective one back and the refuse to explain. I've researched this and it is a known issue for them. Please help me resolve this. My son is heart broken as am I for how much money I spent on this scooter for them not to stand behind their product. Attached you will find 2 pictures clearly showing the weld that buckled.

  Business Response

  Date: 10/16/2023

  The nature of the break shown in the photos customer provided is a result of damage based on other scooters we've inspected with the same break point. This would not occur with normal use of the product. Thank you for understanding. 

  Customer Answer

  Date: 10/16/2023

   I am rejecting this response because:
  
  This did occur during my son just riding the scooter as normal. There was no accident or any type of inappropriate riding. This clearly is a flaw in your manufacturer weld to the area. It is amazing my son didn't end up extremely hurt or injured. I have advised this multiple times that he was just riding it as normal.

  Business Response

  Date: 10/16/2023

  The damage shown in the photos is contrary to the claim based on **************'s expert opinion. We would like to ask for more photos of the scooter as a whole, from all angles. 

  Customer Answer

  Date: 10/17/2023

   I am rejecting this response because:
  
  Here are the pictures you requested.

  Business Response

  Date: 10/18/2023

  Our tech manager has reviewed all of the photos submitted by the customer, and concluded this to be physical damage. This is believed to possibly be a crash, or more likely the result of riding off a jump or curb of some kind. The wheel isn't pushed in, but rather it is forward, indicating that the weight of the rider pushed the deck downward, breaking the frame. This may possibly be repaired by a third-party welder.

  Customer Answer

  Date: 10/18/2023

   I am rejecting this response because:
  You can clearly see in the pictures there is no damage except for the weld area. My son was not jumping it or anything besides riding it as intended  when your weld buckled. If it do to you "physical damage" as you keep saying the scooter would not be in the shape it is that you  clearly see in the multiple pictures I provided you. 
  
  

• Initial Complaint

  Date:10/12/2023

  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.

  On 8/18 I ordered an EB7 bike from the swagtron website, order number ******. When I received the bike in the mail it was an EB5 bike and not what I ordered. I contacted customer service an they asked for photos. They then advised me to return the bike and when it would arrive they would send out the correct bike. I returned the bike and waited for 5 days before being told by customer service that they were in fact out of EB7 bikes and would refund me, this was on 9/19. It has now been over 2 weeks since then and I have not received my refund. I have attempted to contact the customer serviced getting no response over email. Via phone I have gotten no help hearing from the agents that there is nothing they can do because of "accounting issues".

  Business Response

  Date: 10/12/2023

  We are very sorry for the wait. There had been some delays with our accounting procedures due to personnel changes, but the refund should have been submitted today. 

• Initial Complaint

  Date:10/05/2023

  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 this product in December had it delivered on December 14th for Christmas for my son. after the winter season I opened this product in the Spring in May when we put the product together it was not working. I asked a few people to help me get it to work then I called swagtron for their assistance I was on the phone with a lady named ***** for an hour and a haf trying to trouble shoot the product she then determined it could not be fixed so she sent me a one time courtsey authorization form to send it back. After spending $167 on this product I didnt want to spend any more money because of the weight of the product it was going to cost 75$ just to send it back so I drove 1.5 hours away to drop the product off myself to the facility. this product has been gone for 3 months or longer! no updates when I call to ask questions this guy at the call center is EXTREMELY RUDE AND UNPROFESSIONAL!! and he provides NO Helpful information. I am a single mother who has no money to waste!!! this has been a complete nighmare and I just would like my money back since my son got no use out of this scooter !!!

  Business Response

  Date: 10/05/2023

  We had approved a one-time courtesy repair for this customer even though the scooter had been months out of warranty. As we had informed the customer, the scooter was sent in with a different charger and the stem clamp was missing. The scooter was able to charge with the correct charger from our facility, and there was no issue found. We had communicated the charges to the customer, and were informed that the customer still had possession of the original charger, so we removed the charger from the invoice. The remaining balance on the invoice is $10.69 ($9.99 + tax) for the missing stem clamp. The customer did have the option of purchasing a discounted *** label for $20 prior to sending the product in, as there was a link in the ** email for label purchase. 

• Initial Complaint

  Date:09/15/2023

  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.

  This company is horrible and I will leave a horrible review on every possible outlet if they cannot resolve this. We purchased an electric scooter and while my daughter was riding it, it completely collapsed and she fell down and got hurt. I contacted Swagtron, they sent me a return label to send for repair. It was returned to us fixed fairly quick. Immediately when we started riding it once it was returned, the scooter now shuts off after a few minutes of riding it. We are able to stop and turn it back on and keep going, then it happens again and again. Then after a few time of turning it back on, it just doesn't turn on at all. I reported this to Swagtron and they are telling me that it is water damage. This is a flat out lie!!! We did not have this scooter anywhere near water. It was never even rode in the rain. This problem with shutting off did not start happening until after we received it back from you!!! Maybe something happened to the battery when my daughter fell?? This should be covered as this was a full malfunction and could have been a much bigger disaster. They have the audacity to say my repairs will be $199!!! I don't even want my scooter fixed, I WANT MY MONEY BACK. I can have my attorney contact the business if this isn't resolved.

  Business Response

  Date: 09/15/2023

  The scooter was returned for repair on 9/12. From our inspection of the returned scooter, the battery compartment is saturated with water, and the battery water damage indicator had been activated. The mainboard's water damage label was also activated. Lastly, corrosion was found on multiple connections within the compartment. Both the battery and mainboard had shorted out from water damage. 

  Customer Answer

  Date: 09/23/2023

   I am rejecting this response because:

  I really do not agree with this. I honestly feel
  Like this is a scam. We were no where near water so this is NOT POSSIBLE.  Now youre telling me that the only way to my my scooter that I paid for back is to pay you $200. That is ridiculous. Did you take pictures of it when you sent it back the first time?? Like I keep saying, this never happened until I got it back from you. 
  
  

  
  

  Business Response

  Date: 09/25/2023

  Photos have been attached showing the presence of water/fluid, rust and corrosion. 

• Initial Complaint

  Date:09/15/2023

  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.

  The rear wheel cover snapped off after being leaned on. The infrastructure for the cover should not have broken that easily implying there is a manufacturer defect. The manufacturer claimed that all physical damage is not covered per their warranty, however their warranty statement says the following:This Limited Warranty does not cover any problem that is caused by conditions, malfunctions, or damage not resulting from defects in material or workmanship. These conditions may include, but are not limited to, road hazards, accidents, and improper operation or maintenance. Warranty does not include shipping and handling costs (which under exceptional circumstances may be waived at the Swagtrons sole discretion).

  Business Response

  Date: 09/15/2023

  The damage to the rear fender did not occur through normal use and would not fall under the terms of the manufacturer's warranty.

  Customer Answer

  Date: 09/15/2023

   I am rejecting this response because: if a part breaks during regular use it is a manufacturer defect. 
  
  
  

  Business Response

  Date: 09/18/2023

  Again, the damage to the rear fender did not occur through normal use and would not fall under the terms of the manufacturer's warranty.
  

  Customer Answer

  Date: 09/18/2023

   I am rejecting this response because: it was during normal use. Please present facts instead of your opinion. 
  
  
  

• Initial Complaint

  Date:09/14/2023

  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.

  Horrible Here was the email I sent to support after almost 2 months of fighting them for a broken product fresh out of the box:I have never in my life contacted a company trying to get to corporate like this. Your system for replacements or repairs is AWFUL! The process my husband and I have had to go through for buying a FAULTY swagboard has been the worst experience for us for buying a product. Between arguing with the store to get a proper receipt to contacting THEIR corporate for help getting a copy, to being given the run around from your "customer support" for WEEEEEEEEEEEKS after sending pics emails videos etc.3 times - (apparently an email from corporate at **** *****/****** wasnt sufficient enough)THEN we finally get an email ****with a response which was rude and the rep put (..ANYWAY!) in response to me being frustrated****and a return. We found out we had to PAY $75 bucks to send the crummy product to you because it NEVER WORKED! So not only did we buy the malfunctioning board, that we never once got to even usewe were treated like ****, AND have to shell out MORE MONEY! This company is a scam and we have now had our sons birthday gift from the end of July NOT WORK, we have been treated horribly and had to give your company more money for something that wasnt even worth it to begin with.YOU GUYS ARE AWFUL and at the bare minimum we deserve a respectful apology this is so unacceptable to treat people that put money into your business this way. I am speechless of what else to say I am so angry.I would say thanks but we have nothing to thank this company for at the moment So in response I got an I apologize for troubles email and then about 2 weeks later we got an email saying the product was in queue NEVER AGAIN and I hope that people read this before purchasing from this company

  Business Response

  Date: 09/14/2023

  We are sorry for the length of time it has taken to work through this matter. To clarify, the customer reached out to the vendor **** ***** for the more detailed proof of purchase, not our corporate office. As explained to the customer regarding the initial proof of purchase that was provided, the vendor's name was missing. We understand that *** have been out of the customer's control, but this is something needed in order for our company to verify that the product was purchased from an authorized vendor. Regarding the higher shipping fee for return, this is due to the customer's location. Our warranty for the T882 Evo hoverboard does not actually cover ****** or ******. We are happy to provide service for this hoverboard, but we would not be able to cover the shipping fee. 

  Customer Answer

  Date: 09/15/2023

   I am rejecting this response because: It's a terrible way to solve customer problems. We bought THEIR product and it was broken.. brand new product didn't work... so we are then punished and have to spend money to get them to fix what was broken in the first place? This seems like a terrible way to run a business and immoral. I don't care that we live in ******... YOUR PRODUCT didn't preform as advertised for the payment received... if that was the case you should have ****************** shipping to fix it or REFUND. After packing it up securing and going to the post office plus all of the hassle because of your company's faulty product - it's astonishing that they don't care to resolve a situation when it's unfair, then you have small businesses out here struggling but know when to make something right when they sell a faulty product. Swagtron is a joke.
  
  
  

  Business Response

  Date: 09/18/2023

  Again, the warranty for the T882 Evo hoverboard does not cover ****** or ******. We are happy to provide service for this hoverboard, but we would not cover the shipping fee. Thank you for understanding.
  

• Initial Complaint

  Date:08/31/2023

  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.

  Date of transaction: Nov. 25th 2022 from ********com. Also purchased the ****************** through ******** ******* says its been over 30 days so they wont replace. ******** says they wont replace because it still falls under the manufacturer warranty because it hasnt even been a year yet. And, Swagtron was awful on their warranty line and when I asked to speak to someone higher he (******) kept cutting me off while I spoke then put me on hold where he left me for 37minutes. They say since it wasnt purchased through swagtron.com they cant do anything. What am I suppose to do with a broken/snapped back brake? $200 wasted. I only want it replaced for my son as it was his Christmas present last dec. order #:*******-******** Swagger 5 boost 320lb Swagtron Electric Adult Scooter

  Business Response

  Date: 09/01/2023

  We are sorry to learn of this issue. From the photo provided on this case, we can confirm that this is not a warranty issue, as it would be considered physical damage on the rear fender. The manufacturer's warranty on this scooter had also expired by now as the warranty time frame is 90 days from purchase. This information may be used to claim coverage with ******************* We do not have a customer service agent named ******, and we also were not able to locate any phone calls with the phone number provided on this case. 

  Customer Answer

  Date: 09/01/2023

   I am rejecting this response because: A frame should not snap off like that after only going down a driveway. And no its suppose to be covered under manufactures warranty for 1 year according to your website!!! Thats ok, *** already sought out legal counsel and theyll be contacted shortly.  
  
  

  Business Response

  Date: 09/01/2023

  This would not be a warranty issue as it would be considered physical damage. Again, we ask that the customer contacts their third-party insurance company as this is something they would need to cover. 

• Initial Complaint

  Date:08/28/2023

  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.

  Swagtron did not honor their warrantee and tried to charge me for warrantee service. The item was personally inspected before it was sent and their was not water damage per their statements.

  Business Response

  Date: 08/28/2023

  The battery and motor wheel on the skateboard both have water damage. The water indicator label on the battery had been activated, and the motor wheel is producing sounds that indicate water damage when the wheel is rolled. 

  Customer Answer

  Date: 08/29/2023

   I am rejecting this response because: I personally inspected mechanism, battery, motor. There were no signs of water damage. In addition, the device was defective from the start, working only part of the time. It was a birthday gift that had not been opened right away. Then we were out of town on vacation for over a week. It was stored dry in the garage. Otherwise, it wouldve been returned to Amazon in the 30 day window. 
  
  
  

  Business Response

  Date: 08/29/2023

  A photo of the battery is attached. We've removed the motor wheel from the invoice. 

  Customer Answer

  Date: 08/29/2023

   I am rejecting this response because: The photo that the business provided reveals a date stamp that was from 8/28/23 without proof that it is from the original product. The return was in June and at that time, no such proof was provided. I doubt that the battery was kept this long for the purpose of a photo to be taken today to justify warranty rejection. The previous email from many weeks ago had stated that the product had it's battery replaced. In addition, I personally inspected the actual battery and motor and found no such water damage. Therefore, I respectfully request a complete warranty exchange from Swagtron at no cost.
  
  
  

• Initial Complaint

  Date:07/25/2023

  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 had to return the battery that is under warranty for my Eb5 Pro Plus bicycle because it only lasted half of its advertised range. Swagtron received my battery on June 20th and I havent heard any updates in over a month. Ive spoken to them several times on the phone and on live chat and all they can tell me is sorry, they provide no information or insight on where my battery is and when I might get it. If I knew the customer service was this bad with this company I would have gladly spent more money on a better brand. I use this bike for work so its a huge inconvenience for me everyday that passes by and I still dont know when or if I might ever get my battery back. I can almost guarantee they wont fix or replace my battery under warranty but hopefully they at-least send it back so my $400 bicycle doesnt remain useless. Hopefully they respond to this better than they respond to the phone and emails. - Return Authorization RA249694

  Business Response

  Date: 07/25/2023

  We do apologize for the delay as our warehouse team works on locating the package. At this time, because we've yet to locate the returned battery, we are ready to provide a replacement battery. However, we will need to know which version is needed. Please kindly send us a photo of the battery connector area on the EB-5 Plus bike, where the 5 metal prongs are located. This will help us determine which battery version is needed. Thank you. 

  Customer Answer

  Date: 07/27/2023

  <*>I have attached the picture to help with *attery identification. When you send me a new one can you please test it to ensure it works, as my previous *attery did not last as long as advertised.<*r>My address is&n*sp;<*r>********************<*r>********* *<*r>*************************

  Customer Answer

  Date: 08/14/2023

   I am rejecting this response because:
  
  Oh June 20th Swagtron received my battery return for warranty work. The battery they gave me with my refurbished bicycle didnt last even half of the advertised range. After dozens of phone calls, emails and live chat sessions I finally got this companies attention immediately after filing a complaint with the BBB, thank you so much BBB. They asked me to send them a picture of my bicycle so they would know what battery to send me. I found this very odd that they didnt know which battery was meant for my bike that I bought from them only a few months ago. After sending the picture they requested I heard nothing back from them. I called many times and finally got someone on the phone who had a small amount of knowledge on my case. He told me they never received my picture but our correspondence on the BBB website proves different. Anyway they finally sent a new battery but they forgot the charger. I was told to include the charger when I sent the battery back for warranty work but they didnt think to send me a new charger with the new battery. I received the charger on August 11 and the battery doesnt charge and wont work for my bicycle. I hope if anybody is reading this who hasnt wasted money on this company yet please spend your money elsewhere. This company is a scam.
  

  Business Response

  Date: 08/15/2023

  The reason we had requested a photo of the battery connectors was because there are 2 possible versions of the battery for this bike model, and we needed to find out which version was correct. We had provided RA252792 for the faulty product on 8/14.