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:12/15/2022

  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 company has down graded all of the internal parts of the hoverboard which causes them to burn up quickly and not run as before. Some parts are all together missing yet the price stays the same even before this inflation.

  Business Response

  Date: 01/03/2023

  Please kindly let us know how we may assist the customer. We are not seeing any communications past 2021 when searching this customer's email address, phone number and full name.

  Customer Answer

  Date: 01/06/2023

   I am rejecting this response because:
  Because I was making a general notice of the fact your company has downgraded your product.  This lower quality ***** made  T6  is priced to all the same. I don't expect anything from the company itself seeing as any communications that have occurred in the past have came to no real conclusion. Well except for the fact ,even under warranty I had to pay 1/5 the total price of the board just to ship to you. . I had even tried to just order parts and fix myself seeing as I'm electrically inclined and currently a maintenance electrician working on my journeymen card. Now don't get me wrong swagatrons are;is; will continue to be my favorite boards so honestly it's just a ***** to see them go down in quality and customer service! All I can hope for is that despite the economic issues we're having your company will continue to go back to your higher standards of a product that's all thanks for your response. *****

• Initial Complaint

  Date:12/14/2022

  Type:Product 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 purchased this from ****** where it was listed with a 1 year warranty. Swagtron gave me pushback saying it only had a 90-day warranty. I provided them screen shots and product listings to counter this. Why should I have to show them their own warranty??? They "graciously" offered as a one-time courtesy to do a RMA, charging me return shipping. Upon receiving it, they have claimed it has water damage. My son never used this in water. Now they want $79.98 to repair it. If not, it's $20.00 to have it returned to me. It doesn't take a genius to see the pattern of business practice here. Best case, it costs me $79.98+ $10 to have it repaired, plus return shipping? Worst case, it costs me $10+ $20 to have a inoperabledevice returned to me. Either way, my son's birthday gift is a paper weight. I am out $139.99 for the product plus $10.98 in return shipping and left with no product. Total of $149.97

  Business Response

  Date: 05/22/2023

  According to the technician who examined the hoverboard, there was water damage and corrosion found on the charge port side mainboard. We had already performed a courtesy repair on the hoverboard at no cost. It was shipped back to the customer on 12/22/2022.

  Customer Answer

  Date: 05/22/2023

   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:12/08/2022

  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 SG-5 *********************** Scooter with upgraded 300W was purchased from an authorized dealer (Amazon) on July 5, 2022.-Original purchase price was $379.99 plus tax -Item stopped working completely on December 2, 2022.-Contacted customer support on their website on Sunday, December 4, 2022. No response was received.-Contacted customer support via chat on Wednesday, December 7, **** and was told to submit a form and proof of purchase and company will be in contact to repair.-Contacted customer support via phone call on Wednesday, December 7, 2022 for clarification of process and was told that we are out of their 90 day warranty and it will cost $99 for labor plus cost of parts to fix.-I asked what else could be done because it is only out of warranty by a little bit and it complete stopped on its own. There was damage or accident that caused it. I was told that there is nothing to be done and that it would take an excessive amount time to fix if we did decide to send it out to repair. **************** representative was very angry, interjected multiple times, and did not want to rectify the situation. He made it seem like he did not want the repair or to help in any way.-There is no information out that there that says the item is only supposed to work for a limited time. For almost $400, I feel taken for my money.

  Business Response

  Date: 01/26/2023

  The product had been out of warranty by roughly 2 months by the time that the customer reached out to us regarding an issue. We do encourage customers with out-of-warranty products to still submit a return request on our website at swagtron.com/returns to get started on the repair process. Once the product is assessed by a technician, then we will know the actual cost of repair and proceed with discount options at that point. We can be reached at [email protected] regarding this issue.

• Initial Complaint

  Date:12/01/2022

  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 a Swagtron Swagger 5 Boost in June of 2022. The price was right and the reviews on the website were good. 5 months later in November of 2022 I began experiencing issues with the scooter completely out of the blue. It stopped charging, will only turn on occasionally and then turns off immediately after flashing an E5 error on the screen. Reviewed the owners manual and realized there are no outlines for on screen codes and no troubleshooting guide provided by Swagtron. Reached out to manufacturer for assistance and was told it would have to be mailed to them, at my expense, they then charge a service fee of $59.99, plus Id owe the cost for parts. Shipping them a scooter at $100 one way plus the service fee plus parts is insane for a scooter that is less that 1 year old with only light use. Thus far they have offered no trouble shooting or options to attempt to remedy the issue myself. In searching online Ive found multiple complaints regarding similar issues with similar timelines as mine. Seems with a known issue the company should offer a repair free of charge as this appears to be a well known manufacturer defect that the company tries to hide under fake reviews on their website.Disgusting that they can charge $300+ for a scooter then tell you it will cost you $150+ just to diagnose an issue once the scooter breaks 6 months after buying it.

  Business Response

  Date: 05/22/2023

  This case was already resolved on RA239882 back in January.

• Initial Complaint

  Date:11/29/2022

  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 a Hoverboard (model T580 XL) for ~$200 from *******.com in Mar 2021. This particular model carries 5 year warranty according to Swagtron website and ******* website description. The battery has not been holding charge since a few month ago. I contacted Swagtron for warranty support and asked for a new battery replacement. Swagtron told me that they need me to send the hoverboard back to determine the cause before they could proceed with replacing the battery but I have to cover the shipping cost. The hover board is so heavy that it would cost a fortune to ship it back. By following this described process, Swagtron is putting in place unnecessary hurdles to deter customers from claiming the warranty in such an event of the product premature failure. I specifically bought this product and model instead of other model or brand solely due to the stated 5 year warranty on battery. With this claiming process that rendered the outcome not worth the effort or the service received, I consider this a typical "bait and switch" fraud. As such I request that Swagtron either send me a replacement battery with no cost or cover the shipping cost for me to send back to them for their so called "diagnosis".

  Business Response

  Date: 05/22/2023

  Sending the faulty product in is part of our standard procedure for warranty services. The product needs to be fully tested in order to determine cause of any malfunction/defect. A discounted shipping label purchase option was provided to the customer in the ** email. The label would cost $20.

• Initial Complaint

  Date:10/13/2022

  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 a Swagtron EB6 electric bike for my son in December 2021. From the start we have had issues. First it was a broken charger. The bike would not charge and it took the company until to send a replacement because they did not have any. In May, they sent me a replacement charge but it was the wrong one. So I had to wait for the correct one to be sent. In August my battery stopped working and the bike will not turn on. I sent the battery in and just received a replacement battery. It is a used battery and does not work. The customer service process has been a complete disaster. I have been hung up on multiple times. Now I am trying to send the entire bike back for them it inspect. It is under warranty for the first year so hoping they will replace it. I would recommend looking at other electric bike companies. Not reliable and customer service is not good.

  Business Response

  Date: 10/13/2022

  We are sorry to learn of these issues. Return Authorization# RA****** was set up and email to the customer on 10/12/2022 for the bike to be sent in for service. It would not be eligible for a refund through us as it was purchased from ******. 

• Initial Complaint

  Date:10/10/2022

  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 2 hoverboard last year during the Black Friday specials by the time we were able to charge them and use them we had one that didnt charge right only charging one side, sent it in for repair ( I paid to ship it to them ) got it back nothing changed still only lit up one side contacted them again sent it in again got it back again the same issue not charging both side after sending them proof of purchase twice and sending it in twice the last I was told they were sending my information to a department that could better assist me. Im still waiting I email them back two weeks after they said that. The beginning of July. I asked for a refund or for them to send me a different one ( of a different color ) and I have not heard anything from them since June 30th thanks ********

  Business Response

  Date: 10/21/2022

  We do apologize for the unintended delay in this matter. We will be providing a new Return Authorization with a prepaid return label to address this issue. 

• Initial Complaint

  Date:09/12/2022

  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 2 hoverboards for my grandkids (spent over $500) from this company and needed to order a replacement charger. When I contacted the 800 # listed in the Hoverzon instruction manual, it was a disconnected number. When I contacted Swagtron they said they didn't know what I was talking about and that they are not affiliated with Hoverzon. I explained that I researched the company and it clearly shows under the BBB and court case files that this company is DBA/affiliated with Swagtron, Swagway LLC, Hoverzon LLC, Zake IP Holdings LLC...etc. All I needed was information on where to get a replacement charger and I have gotten nothing but the complete run around. We bought 2 of the Hoverzon XS Self-Balancing Scooters with the specificaitons listed on the bottom that the Charger voltage is 29.4Vdc, 2A with Lithium Ion Battery, 100V/240V. And all we wanted was to replace the chargers which were misplaced by my grandchildren so they could enjoy their equipment. But after multiple calls, chats and messages, no one has resolved the issue and will assist. We are not asking for much here, especially after spending over $500. We just need replacement charger. Please advise.

  Business Response

  Date: 09/29/2022

  We do apologize for any confusion. The Hoverzon brand has not been active for a few years. Our Swagtron support agents are not all familiar with this brand. A compatible **** charger can be found here: https://swagtron.com/product/replacement-charger-for-swagtron-t5-hoverboard/

  Customer Answer

  Date: 10/01/2022

   I am rejecting this response because:
  Can you send me a replacement charger? I've spent over $500 on these and have had nothing but ******. My address is **************************************************************** 61065
  
  

  Business Response

  Date: 10/07/2022

  The Hoverzon product is not covered by Swagtron. We would not be able to provide a free charger. 

• Initial Complaint

  Date:09/08/2022

  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 have corresponded with customer support since February when ********************** said they could not repair my scooter's cruise control, but would send a replacement once they have one in stock. I typically ask for an update and they typically send what looks like an auto response...5/12/22 Thank you for your reply.If you have any other modelsin stock with working cruise control please let me know. I would be happy to accept a different model in exchange if that is suitable to your team.Thanks...6/7/22 Hello,Just checking for an update. I never received an answer to my proposal below [above]. Since you do not have any Swagger 8 replacements in stock, I would be willing to accept a different model you do have in stock (if you have any models with working cruise control). Please let me know if that would be acceptable.Thanks...6/28/22 Dear Valued Customer,Greetings,Thank you for contacting us. We are very sorry for the delay and inconvenience you are facing.Please be informed that we are unable to process your request at this time, we recommend you to wait for the scooter to be in stock, we are expecting it to be in stock very soon.We appreciate your patience and understanding.Best Regards,Swagtron Customer Support...8/16/22 Hi ************************** have had my scooter for 5 months, and suggested a replacement would be in stock soon. Soon has already passed. Even late has passed. Meanwhile I have watched Amazon and ******* restock this item several times in the interim. As I suggested in an earlier email, I am willing to accept any scooter you do have in stock as long as it has working cruise control. I have now spent full price plus shipping back to you plus 5 months and I have zero scooters. Could you please elevate my case to a higher level so that it can be resolved?Thank you...8/18/22 Greetings,We truly apologize for the inconvenience that you are facing. We have forwarded your case to the appropriate department and...

  Business Response

  Date: 09/08/2022

  We do apologize for the long wait. The scooter is now in stock and the replacement will be shipped out via *** Ground, tracking# ******************. There should be tracking information on the *** website by tomorrow. 

• Initial Complaint

  Date:08/12/2022

  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.

  My wife and I bought a Swagtron T6 hoverboard (and extended warranty) for our daughters birthday on June 27th 2022 through a second party, Adorama. The battery is supposed to last **** miles. It's barely lasts a full block, about 20 minutes. We charged it according to the directions but the battery just doesn't last. After going back and forth with emails to Adorama, they finally directed us to Swagtrons website. I have sent 2 messages and 1 repair ticket request with zero follow up or response. The company we purchased it through won't take responsibility and the manufacturer won't respond. We would either like a battery that's going to last like it's supposed to or a refund. Our daughter had 3 friends that had their hoverboards from ******** lasting 2-3 times longer for a fraction of the price. We thought we were buying a quality product, and it might be if we had a chance to really try it out. Any help would be greatly appreciated. Thank you!

  Business Response

  Date: 09/08/2022

  The seller had reached out to us regarding this issue, and our support team reached out to the customer via email to ************************* on 8/23 to assist with this issue. We had not heard back, and we are not able to locate any emails or request cases under the information provided. We ask the customer to kindly submit a request at **************************/returns. Thank you.