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:06/28/2023

  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.

  Purchased electric scooter 11/27/22, however it was a Christmas gift that was not opened until 12/25/22. Live in a suburb of ******* so didn't even use the scooter until about mid-April due to cold weather. This item is used maybe 2-3 times a week, sometimes not even that. Since we started using the scooter the kickstand has fallen off, the back fender has cracked off (which I happened to notice seems to be a problem from the ****** reviews I read after the same thing happened to me), the brake light no longer works and just last week the right handle just fell off the handle bars while in use. That is a huge safety issue!! I have already paid for a replacement for the fender and brake light cover because the company refused to replace it free of charge even though the scooter has barely been used. However, when the right handle just fell off the scooter while in use I had enough with this scooter. I reached out to customer service to call me and instead they just sent me a RMA form to fill out for a replacement part for the handle. I do not want to pay for another replacement part. How does the handle fall off the scooter, it is suppose to just s**** in. The threads are not worn on the handle or the bar because the item is not old...it literally just falls off. How is this safe? I spent a good amount of money on this item and I feel for the short amount of time I have had it, it is literally falling apart. For using this item for approximately 2 months too many parts have broke, stopped working or just have fallen off from this scooter. I want a replacement...I want a NEW working scooter that not every few weeks something is either falling off or breaking off. We take good care of it, but unfortunately we received a scooter that somehow did not go through QA. I would prefer my time spent enjoying the scooter instead of contacting customer service.

  Business Response

  Date: 06/28/2023

  The handles on the scooter would not fall off unless either the threads on the handles were worn/stripped, or the threads on the handlebar were worn/stripped. We ask that the customer provides our support team with photos of both handles as well as the inner threading on the middle handlebar for assessment. Thank you.

  Customer Answer

  Date: 06/28/2023

   I am rejecting this response because: I do not believe that the threads on a handle can get worn in such a short amount of time.  We do not unscrew the handle after each use.  We screwed them on when we took the scooter out of the box.  What Swagtron is neglecting to acknowledge is the short amount of time this product has been used.  If I had this product for a couple years I could understand normal wear and tear, but this has only been used for approximately 2mths 2-3x a week not even.  The handle should not be falling off...plain and simple.
  
  
  

  Business Response

  Date: 06/29/2023

  The photos of the right handle do appear to show that the threading had become damaged. This can happen if the handle is twisted in the wrong direction into the handlebar. The threading on the handlebar appears to be intact for the most part. A replacement right handle for the ***5 Boost is $12.99 with shipping included. 

  Customer Answer

  Date: 06/29/2023

   I am rejecting this response because: At what point does Swagtron accept that this is not acceptable for a handle to be worn in 2mths time? And the audacity to continue to charge for replacement parts is unacceptable to me.  I have not had this item for a couple years.  This item has been used for a couple months at best.  How does Swagtron think this is normal??? How does a handle get so worn that it falls off in 2mths time.  This isnt an old product
  
  
  

• Initial Complaint

  Date:06/20/2023

  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.

  Purchased two swagtron scooters. Both broke in the same exact spot within one month of using them.. Swagtron trying to charge me over $200 for repairs and states damage was found to be from use, when the scooters were barely able to be used.

  Business Response

  Date: 06/20/2023

  The breaks in the rear fender and brake wires on both scooters were a result of physical damage. Physical damage is not covered by warranty. We had offered a courtesy discount on both repairs. 

• Initial Complaint

  Date:06/14/2023

  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.

  First thing is the battery was broke and the front rotor broke off we bought a new battery another 100$ and they sent the rotor now the front forks snapped while my son was on it plenty of witness around and there claiming it isn't cover on warranty less then a month old also offered to just pay for the part and 1 says it's not aval she will call back in an email they can get it but then don't *********** in chat it's our fault it broke and we wait days for an invoice we paid **** for this bike and have had nothing but issues clearly something is wrong with it I would like it replaced or the part to fix it ourself without waiting a month for a response

  Business Response

  Date: 06/15/2023

  The front fork snapping off is considered physical damage and not product defect. This issue was first reported on 6/10 and we have been working with the customer since. We are currently checking with our repair department to see if we have an available front fork to sell to the customer, and we will give a direct update. 

  Customer Answer

  Date: 06/16/2023

   I am rejecting this response because:
  
  I have called multiple times and always get the same answer will call u back later today never happens I have sent emails just to recieve the same response witch is would you like to prder the part will send you an invoice to witch I replied several times with a yes answer still nothing if they were working with me I would recieve call backs or even an email with an update but yet nothing and also this bike is less then a month old we did nothing too it for this to happen 

  Business Response

  Date: 06/16/2023

  We will be setting up the order shortly, and an email will be sent to the customer once the order has been invoiced through another department. The process may take 1-3 business days. 

  Customer Answer

  Date: 06/17/2023

   I am rejecting this response because:
  
  I did recieve an email but not closing until it really happens

  Customer Answer

  Date: 07/18/2023

   I am rejecting this response because:
  
  I purchased a bike it broke I had to file a complaint here to get anywhere they claimed to have fixed the problem and would send an invoice for me to pay and get the new part well they sent an invoice on June 20th said I had 5 days to pay for it so I did it as soon as I got it still no part no updates nothing at this point they need to exchange the bike for a new one my son rode this bike 2 times no reason it should fall apart and we can't get parts
  

  Business Response

  Date: 07/18/2023

  The part is currently on back order and we do not have an ETA. Our warehouse team is doing its best to locate a spare EB-6 front fork in good condition. 

  Customer Answer

  Date: 07/18/2023

   I am rejecting this response because:
  
  At this point why not exchange the bike why was it rushed for me to pay more money when it's been a month and nothing I have tried calling in multiple times today was the most recent the guy put me on hold for 20 minutes then hung up on me so I had to come back here for any kind of answer again if you can't get the part exchange the bike

  Business Response

  Date: 07/19/2023

  We would not be able to exchange the bike as the issue is not covered by warranty. We can, however, refund the order while the part is not in stock. If you wish to proceed with $49.99 refund for the fork, please let us know. 

  Customer Answer

  Date: 07/19/2023

   I am rejecting this response because:
  
  I paid 800 dollars for a bike my son can't even ride I don't want the ***** I want a bike he can ride or the part I was rushed to pay for within 5 days. This bike has had nothing but issues since day one it should be covered considering he did nothing but ride it 

   

  Business Response

  Date: 07/24/2023

  We are doing our best to locate a replacement fork to fulfill this order.

  Customer Answer

  Date: 07/24/2023

   I am rejecting this response because:
  
  We had this bike less then 7 days when this issue occurred it should have been replaced or traded out we did nothing to it

• Initial Complaint

  Date:06/12/2023

  Type:Customer Service 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 brought a Swagtron scooter through ****** for my son in December for Christmas. Yesterday when he turned on the scooter a error code E5 displayed and it is not functioning. I reached out to Swagtron and the rude representative told me E5 means it is a motor mechanical error and there is no troubleshooting that can be done. He also informed me since it is pass the *********************************************** I asked if he could transfer me to a supervisor who may assist further because I have the scooter less then 6 months and if this is a mechanical issue then I was sold a defective scooter. Representative said that he could not transfer me to a supervisor because that was not an option. So now I have a defective scooter I brought from Swagtron and they are not trying to help me.

  Business Response

  Date: 06/12/2023

  The scooter was sold with a 90-day warranty for hardware defect. For this reason, the repair would not be covered under any warranty terms. We also would not know the cause of the error without inspecting the product. We do encourage the customer to fill out a return request form on the Swagtron website in order to begin an out-of-warranty inspection/repair process. 

  Customer Answer

  Date: 06/12/2023

   I am rejecting this response because:
  I called the company earlier today and their representative told me I could not do anything because I had past the 90 day warranty period. The representative was rude and not helpful. I asked to be transfer to a supervisor and he told me know.  I told him so Im out of a scooter that doesnt work and the money I spent on it. He said yes and kept repeating a robotic response I was out of the 90 day warranty. He did not offer me the option to go online to complete an out of warranty form or process. Your company sold me a defective scooter and now you dont want to fix the issue.
  
  

• Initial Complaint

  Date:05/03/2023

  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.

  Scooter handle bar cracked and separated where its welded to the platform while riding it. Took 4 attempts and 2 months for the to respond only to advise me that it was out of warranty and that I could pay for shipping parts and labor and that they will fix it for me. The scooter was less than 3 months old when purchased and to suggest rewelding the broken part is asinine and dangerous. Do not buy from this company

  Business Response

  Date: 05/03/2023

  We were not able to locate any prior communication from this customer regarding this issue until 5/2/2023. The damage on the base of the stem is not something that would be covered under warranty even if the product was still within its warranty time frame. This is damage we have seen before that had occurred on scooters that were known to have struck something. Unfortunately, this is considered major frame damage and is not repairable. The customer does not need to send the scooter in, as there would be no repairs we can perform on the unit. If the scooter is sent in, we can invoice the customer for a refurbished replacement scooter. We ask that the customer reaches back out to our support team to let ** know how they wish to proceed. 

  Customer Answer

  Date: 05/04/2023

   I am rejecting this response because: the claim that they have seen this type of issue before and assuming that I must have struck something is preposterous being that they haven't seen the scooter only the zoomed in pictures of where the frame broke. The scooter is in perfect condition with the exception of what I contacted them about. The welding of the frame is simply done carelessly and poorly and should be acknowledged before someone gets hurt very badly. To insinuate that it was as a result of inappropriate use or some sort of unforeseen accident based on so called "past experience without seeing the scooter" is irresponsible The claim that they weren't able to locate any communication on my behalf until this month is a convenient lie that obviously absolves them from any liability. You can't get anyone on the phone, rather only by sending them an email which they can determine the length of time they take to respond and in this case it just so happened to be after the 3 month warranty period was over. I have copies of my attempts to contact them prior to the date in which they claim I did. In closing both of their excuses and reasons are unprofessional and borderline criminal. I've included 3 pictures showing the front and bottom of the scooters and as you can see there isn't any damage to the scooter. I will agree to pay a $100 replacement fee because i have rode it but anything more would be them stealing from me and the other customers that have purchased from them. 
  
  
  

  Business Response

  Date: 05/05/2023

  The assessment of the photos was done by our tech room manager based only by what was seen in the photos and from what had been observed in other scooters that had previously been involved in collisions. As there is conflicting information, the customer can send the scooter in to be examined in person using the ** provided on 5/2. ************* can closely inspect the product to come to conclude on the cause of this break. The scooter shown in the newly provided photos appears to be Black. We're unsure if it is a matter of lighting, or if the customer received the wrong color on the order, as the color on the original order was Silver. We ask for this discrepancy to be clarified. We also ask for the customer to provide ** with documentation of past communication attempts if possible, so we may look into how the information was previously missed. Again, we have no record of communication regarding this matter until 5/2.

  Customer Answer

  Date: 05/05/2023

   I am rejecting this response because: the scooter that was ordered was silver but the one I received was in fact black. I have emails to and from your company regarding this. I explained that I did not receive a silver one as expected at which point I was told that black was all that was available and I could return it at my expense or keep it. This correspondence should be on record but conveniently for you is not,  just like my reaching out about the frame breaking isnt on record until after the warranty expired. So to answer your question, yes the scooter in the pic is black and not silver. But that is the scooter that you delivered to me and there should be multiple messages to support this.
  
  
  

  Business Response

  Date: 05/05/2023

  We ask for any documentation of past communications regarding the current issue to be sent to ** for review so we can see how the information was missed. Again, we can locate no communication about the current issue until 5/2. Customer may provide screenshot of the email message sent to ** along with date and email addresses. Please note, if the customer sent the message in response to a mass marketing email from our company, our support team would not receive that message.

• Initial Complaint

  Date:05/01/2023

  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 is my second time dealing with swagtron the first time was amazing and swagtron shipped the battery right to me however this time i am very frustrated my charger and batteries is both not working and the only way is to not only pay for the shipping there but I would also have to buy a sturdy box and other things aswell as swagtron wants me to buy a charger that is not even in stock i am very frustrated because i use my bike for transportation and to go to work without it I cannot go anywhere or even go to get a boxes to ship out the battery

  Business Response

  Date: 05/01/2023

  We are sorry to learn this. In researching this case, we can confirm that we provided a courtesy replacement battery on a previous occasion last year as courtesy. Going forward, we would need to inspect the faulty products in order to determine that there is no internal or external damage, thus we ask for the faulty parts to be sent in. We do have inventory for the charger in our tech department, just not our primary warehouse. So if the customer's charger is determined to be defective, we will be able to replace it. We do encourage the customer to send the battery and charger in under the ** we provided on 4/27/2023 (**248512).

• Initial Complaint

  Date:04/14/2023

  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.

  We purchased the Swagtron T6 Offroad Hoverboard in December 2022 as a Christmas present for our son. We live in ********* so he was unable to try it out as we had snow on the ground until April 2023. He took it out for his first ride as he was very excited to do so. He rode it around a couple of times and then took it down the sidewalk. After about 10 minutes it stopped working. It was fully charged and showed fully charged, and made noise like it was trying to move, but would not move. He brought it home and recalibrated it twice as the troubleshooting suggested and that did nothing. One side showed green lights on the board and the other blue. We plugged into the charger to see if that would help and when we did so, it made a popping noise and the green light on the charger went off. After that the hoverboard would not turn on at all. We tried again with the charger as customer service suggested and again it popped and nothing would happen. Now the hoverboard will not turn on at all. I contacted customer support again and they said for me to fill out the return and repairs form and wait for an email to see if I am "approved" or not. I received an email back the next day and they stated that I am out of warranty as the warranty was only 90 days. I could pay $60 a hour for labor, plus the cost of parts and shipping to ship to them to have them service or buy a $30 charger and see if that works. I explained to them it's not the charger, but the machine itself and this is not normal wear and tear malfunction, but something mechanical. They again stated that it's out of warranty. I again stated it was impossible to use when buried in feet of snow for months and they stated that is not their problem. My son doesn't even have 1 hour of ride time on this machine before it broke. This is a manufacturer issue, not our issue.

  Business Response

  Date: 04/14/2023

  Swagtron hoverboards come with a 90-day warranty that begins on the purchase or delivery date of product. As the customer's hoverboard was purchased on 12/12/2022, the warranty would have expired on 3/12/2023, and we were not contacted until 4/10/2023. To proceed in this case, we will ask the customer to provide photos of the top and bottom of the hoverboard, as well as a photo of the charger used with the board, on the same ongoing email thread we have together. We can assure that we never stated this situation was "not our problem" or anything alike. We look forward to continuing assistance. 

  Customer Answer

  Date: 04/14/2023

   I am rejecting this response because: 

  Your agent did state it was not their problem in the phone when I called customer service to speak with a supervisor. I explained the weather situation as to where we live and they stated that was not their problem. They went on to explain depending on what model you purchase, some have a 90 day warranty and some have a one year. 

  For being a $400 hoverboard and only having a 90 day warranty is unheard of. We bought this one due to many great reviews and it was the best. We could have bought a $100 one from ******* and it has a 1 year warranty. Do you not stand by your product but for a meer 90 days, but charge extreme prices for it? 
  

  
  

  Business Response

  Date: 04/17/2023

  We have already requested and obtained photos of the hoverboard and charger. Following this, we authorized a courtesy repair (**248112) for any mechanical defect within the hoverboard unrelated to physical or water damage. The ** information was emailed to customer today 4/17/2023 at ******* EST. 

• Initial Complaint

  Date:04/04/2023

  Type:Order 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 bought a Swagtron Swagger 5 Scooter 2 months ago for my son and gave it to him about 1 month ago. He rode the scooter for approx. 1 month and the scooter stopped/went dead mid ride and wont come back on.I have emailed the company twice in the last month with no response. I have emailed customer service twice with no response. I would like a scooter that works properly ASAP due to my son needing it now for college class commute. I would be happy with an exchange due to warranty. If possible I would like Swagtron to cover exchange. Note: This is the 2nd Swagtron scooter we have purchased in the last 2 years. Both malfunctioned by just shutting down and not turning back on.Thanks for your help.

  Business Response

  Date: 04/05/2023

  We received a repair request from the customer on April 4, 2023. Return Authorization# RA247656 was created and emailed to the customer on the same day. The scooter in the request was purchased on October 28, 2022 from Amazon in refurbished condition.

  Customer Answer

  Date: 04/15/2023

   I am rejecting this response because:
  I may have purchased the electric scooter in October 2022, but it didnt arrive at my house until the end of November.  The scooter was actually a Christmas present for my son so the scooter didnt even get taken out of the box until after Christmas.  Also, my son is a college student so he didnt even start riding the scooter until Spring classes started mid Jan. 2023.  He rode the scooter to and from his classes for less than 1 month before it stopped working.  At then end of Feb. 2023 the scooter just stopped working and completely shut down mid ride on his ride home from class.  My son didnt cone back home again until Spring Break, last week of March 2023.  When he got home he explained what happened and how the scooter stopped working.  The very next day I emailed Swagtron.  2 weeks went by and I didnt hear anything so I emailed Swagtron again.  I was a little frustrated, so 2 days later I emailed the BBB to see if they could help me contact Swagtron.  A couple days ago I received an email response from Swagtron that stated that my scooter wasnt under warranty and they cant repair the scooter unless I pay for shipping and repairs.  I do not agree with this response due to the scooter being a Christmas present and the Scooter only lasting for less than 1 month.
  

  This is the fourth Swagtron scooter Ive bought over the past 3 years.  Since I have been a loyal customer for years, and as I said, my son got this scooter for Christmas and due to him using it for college, he only rode the scooter for less than a month, I would ask that Swagtron honor the warranty and cover the cost of repairing the scooter and the return shipping back to me.  I will pay to ship the scooter to Swagtron.

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

  Loyal Swagtron Customer since 2019

  Business Response

  Date: 04/18/2023

  We were unfortunately only able to locate the customer's 4/4/2023 return request form as the initial contact about this issue, as well as a warranty registration form submitted on the same day. We were not able to locate a prior email or request form submitted from the customer's email address. We will offer one courtesy out-of-warranty repair for the scooter for any mechanical defect issue unrelated to misuse, wear, water damage, and physical damage. RA247656 has been noted in our system as a regular repair. Prior to returning the scooter, we kindly ask the customer to verify that the charger works properly by plugging it in and checking for the light on the adapter. 

  Customer Answer

  Date: 04/22/2023

   I am rejecting this response because:
  
  I dont believe I completely understand the terms of the response.  
  

  Is Swagtron saying, if the problem with the scooter is determined to be related to an issue with the controls or motor, and not an issue from misuse, Swagtron will cover the cost of repairing the scooter and the cost of shipping the repaired scooter back to me?  

  If the issue is deemed to be related to misuse, Swagtron will not cover the cost of the repair.

  I am responsible for paying the cost of shipping the broken scooter to Swagtron to get repaired, correct?

  Is all this correct?

  thanks, 

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

  Business Response

  Date: 04/25/2023

  Swagtron would cover any hardware defects that would normally be covered within the warranty timeframe, such as a bad mainboard or motor. However, if the issue is determined to be a result of water damage, physical damage, or misuse, this would not be covered. An example would be the motor wires being cut or severed upon arrival. A discounted return shipping label purchase option is available to the customer in the ** email that was sent on 4/4. The discounted label rate for this particular scooter is $20. 

  Customer Answer

  Date: 04/27/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

• Initial Complaint

  Date:03/17/2023

  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.

  Purchased one of the supposedly higher end hooverboards for a Christmas present directly from Swagtron. It started rattling right out of the box! We were told we would have to complete a request to see if we would even be approved to have it looked at. Then we had to go to the hastle of shipping it back and waiting WEEKS for it to be reviewed and repaired. We finally recieved the "repaired" unit back after several weeks. We used the unit TWICE before we had to send it in for repairs and what they sent us back was not the original unit. It was all scratched up and very used. If I had purchased from a store I would have easily been able to exchange it. But the actual manufacturer makes it extremely difficult, took forever and sent us back an obviously used product, rather than a new one like we sent in originally.

  Business Response

  Date: 03/20/2023

  The hoverboard that was sent in for repair by this customer was not a brand new unit. According to our system records, we repaired and sent the same hoverboard back to the customer.  technician' notes on the ** state that the hoverboard had scrapes on the middle handles and was not sent back in the original box. There was a loose screw on the power/charge port side of the board, and that was removed. We also made sure all screws were accounted for on the board before it was sent back to the customer. We do apologize for the long wait as we experience higher repair volumes following the holiday season. 

  Customer Answer

  Date: 03/26/2023

   I am rejecting this response because:
  
  It was absolutely a new product. They mentioned the technician's note but nothing stops them from writing whatever they want. We received the same note when they returned the item (please find attached). The hoverboard was ordered via their online sight on 11/28/22. It was shipped on 11/29/22 and arrived somewhere around 12/6/22. It was given as a Christmas present on 12/25/22. It was used it twice, for less than 30 minutes each time because of the rattle. When it did it the second time, we had our child stop due to safety concerns. This hoverboard was not only new but had been used for no more than an hour in total. I initially emailed and tried to call by 12/26/22. However, there was no one available - I am assuming due to the holidays. I was finally able to contact someone via phone on 1/2/23 and followed-up with an email and required forms to request that they even look at the unit, on 1/3/23. We received the return shipping label on 1/3/23 and immediately shipped it back to Swagtron. I have documentation of this timeline, please see the attached supporting documents. This system will only allow me to attach four documents, so I have selected the ones that best illustrate the timeline but I have several others in the paper trail that I have available to share.

  White I cannot prove that it wasn't opened until Christmas - although it is not difficult to imagine that as the likelihood given the timeline. Even counting the delay due to the holidays. I would have still been well within a stores return window. From the time we received it, until it was returned, it was less than 30 days. So even if we had used it that entire time, we would have been able to return it to a retailer such as ******** who also carries Swagtron products, for a full refund or exchange. It would have never occurred to me that we would receive such diminished customer service by dealing directly with the manufacturer. 

  At best, Swagtron has confused us with someone else, at worst, they are simply being fraudulent to avoid replacing or refunding the product. It should also be noted that we reached out to Swagtron with our concerns via email when the after the replacement arrived (I also have that email as proof) but Swagtron would not respond until we made the BBB complaint. Again, we are requesting that the unit either be replaced by a NEW unit of the same make and model, or that the full price be refunded. We are fully prepared to return the hoverboard they sent us back to them as well. 

  Business Response

  Date: 03/27/2023

  We can assure that there is no reason we would intentionally replace the customer's hoverboard for another unit when this would become an issue for all parties involved. The hoverboard was delivered back to the customer on 2/13/2023, and we did not hear from the customer regarding an issue until this ******************** complaint was submitted. We could locate no direct correspondence concerning the condition of the returned product. As this is the case, we ask the customer to send us photos of the hoverboard, including the serial number label, so that we can verify if the same board was returned to the customer. Thank you.

  Customer Answer

  Date: 03/28/2023

   I am rejecting this response because:
  
  Of course Swagtron has reason to be deceitful if their intention is to avoid replacing the unit. It is obvious by the customer service and complaint responses, that Swagtron will go to great lengths to keep from having to replace the faulty product. I am interested in how providing a serial number would validate the company's claim that they have not been fraudulent. Any serial number could be provided by the company. All you could prove with this request is that I have the same hoverboard you sent me as a "repaired" product. In fact, I never provided a serial number when I returned to item in the first place because I couldn't locate it on the unit. As a result, I put N/A on the repair form I was required to submit.

  Further, under the Repair Approved section in the email that was sent to me by Swagtron that confirmed that it was received by them and that Swagtron was going to repair it, you will see that the serial number is listed as, N/A. This was an email generated from Swagtron to myself. I have attached that correspondence. I am also including that section in the body of this response - please see below. Again, you will see that the serial number is listed as: N/A. Also of note, in all of the email correspondence, including the repair ticket Swagtron sent back with the unit, there was never a serial number documented by myself or **********************. I have since located the serial number on the unit sent back to us and the serial number on this unit is not on any of the correspondence that Swagtron provided to us. The fact that Swagtron has the serial number for the unit they returned to us, does nothing to prove that it was our original item. 

  "Repair Approved
  Return Authorization # RA242395
  This Return Authorization is for :
  Item Serial #: U/K"

  With regard to the statement that I did not reach out to Swagtron with my complaint prior to filing with the BBB, I have attached a second document which is an email that refutes that claim. In fact, the email confirms that I emailed Swagtron on 3/17/23, with the same complaint as what  lodged with the BBB but you can see that my BBB complaint, via the BBB site, was not filed until 3/21/23. Further, I can also provide the header records from the complaint email that was sent, that shows the message as being delivered to Swagtrons email servers. 

  So far, Swagtron has done nothing to support why they should not replace the faulty unit, nor the fact that I would have been well within a return window via any of their retailers. They just keep saying it is an old unit with nothing to support this claim. Nor, any acknowledgement that we were given a faulty unit in the first place. Regardless of if it was two days old (which it was in fact only 2 days out of the box), or 30 days (which is the absolute oldest it could be as proven by order confirmation), a product should not deteriorate to the point of needing repair in less than 30 days time. 

  Business Response

  Date: 03/28/2023

  The repaired hoverboard was delivered back to the customer on 2/13/2023 via *** ground, tracking# 1ZX***************. The customer's screenshot shows that their email was written to us over a month later on 3/17/2023. We have unfortunately not been able to locate that email in our system. We are still requesting a photo of the serial number and the hoverboard to show its condition. The serial number was recorded by our tech department when the hoverboard was processed in for repair, so we would need to verify that the same hoverboard was receive back by the customer. 

  Customer Answer

  Date: 04/02/2023

   I am rejecting this response because:
  
  Again, Swagtron is doing nothing to try an remedy this situation. All communication to this point, in essence, is them saying the unit was old and we are being deceitful in what we say our actions have been and how old the unit it was. Which they have proved with nothing more than, we don't see that email, or we have a serial number, or it took them so long to file the BBB complaint - nothing that actual proves their claim that the unit was old and we failed to follow through, all while ignoring or dismissing the actual documentation I have provided that support my claims and timeline. Case in point, I send an email and offer up a way to prove that their servers received it and their response is, "no we didn't".  The only date I have not proven was that it wasn't actually opened until 12/25 as a Christmas gift. While I have date/time stamped photos showing that it was actually opened on that date, it would be pointless to supply them because it is obvious by the communication thus far that Swagtron has no intentions of remedying the situation.

  With that said, I am including pictures of the unit as requested and the serial number is: SN: ****************. I am providing the pictures as evidence of what was returned to us - banged up and well used for more than the two hours we had it originally. The serial number that they so badly want proves nothing. I did not provide a serial number when I sent in the unit and they did not provide it on any documentation to us either (which again I was able to confirm through documentation from both me and Swagtron). Even the technician notes that were sent back with the unit (which I provided a copy of previously) did not have a serial number listed, so there is zero accountability on Swagtron's end that it is accurate. All they can show at this point is that they have the serial number for the unit they sent back to us, it does not prove that is was the same serial number as the original.

  As for the time it took me to address the issue with the return time, it is true that I did not make the complaint immediately. With a busy life like most people and knowing how long they took in the first place and how difficult they were to deal with, I did delay. Although, the complaint was made less than 30 days after receipt. I find that an interesting argument since it was okay for them to take so long to get it back to us but we are painted negatively because we waited a few weeks before we had the chance to deal with the matter further. We also did allow our child to use the unit in that time before we made the complaint. Swagtron's argument to this is they can't find my email complaint, yet I have provided the actual email complaint with date confirmation and can prove that it reached their servers via email header records. At bare minimum I can show that we stayed within 30 day timeframes both with the initial return and the repaired unit complaint, which would have been honored by any of their retailers. I would be happy to provide *******'s return policy if it would clear the matter up, or they can certainly look it up.  

  I feel at this point that Swagtron's position is simply to refute the claims, with no prove and they are clearly unconcerned with customer service or satisfaction. My hope at this point is that the BBB will at least list this as that the manufacture failed to address the issue as they have done nothing within this exchange to offer remedy of the complaint. I have provided documentation, fulfilled every request and form completion Swagtron has had for documentation requested and to support my claims and timeline. As well as offered additional documentation but it is apparent that Swagtron is not interested in any of my documentation that supports my claims, they appear solely focused on just refuting my claims. My time will be better spend in other means of remedy. We simply asked for what we paid for - a new unit, or a return of this unit and a refund. My next steps will be to address this matter via my credit card company and will be sure to let others know of our experience with Swagtron. 

  Business Response

  Date: 04/03/2023

  We do appreciate the customer's time in verifying the serial number and sending photos. We have the same serial number logged into our system on ******** from when the hoverboard was seen on 2/7/2023. We can confirm that the hoverboard that was sent in for service under RA242395 was the same one that was returned to the customer. The hoverboard was described to have a rattling sound inside, which matched **************'s findings that there was a loose item in the board. The loose item was removed and the hoverboard was returned in the same condition in which it was received. 

• Initial Complaint

  Date:12/22/2022

  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.

  We purchased an off road hover board for $*** on November 24, 2022. After one week, the tracking showed it was being sent back to Swagtrons warehouse. We called and talked to customer service and were given two options. Wait til the board gets to the warehouse and then have it shipped again, or refund our money. We chose to have our money refunded on December 15, 2022. As of today December 21, 2022 the board has been back at the warehouse for several days and we still havent received our refund. I called this morning and asked about this and was told it will be 3-5 business days. I also sent them an email stating I want resolution to this matter quickly and I dont believe it is right that they hold our money this long, especially since it has had nothing to do with us from the time of the original order on November 24.

  Business Response

  Date: 01/24/2023

  We do apologize for the unintended delay. When UPS returns packages without proper return information, the packages do not get processed accordingly, and thus we were not aware of this order being returned until the customer contacted us. We processed the credit memo on 12/21/2022, and the refund was issued on 12/28/2022 - Transaction ID: ***********