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:06/09/2025

  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.

  Received a defective product that does not work properly and is dangerous, *********** is non responsive. They will not return requests submitted by ticket and the phone line says nobody is available to take your call regardless of when the call is placed. The scooter I purchased has an accelerator that sticks causing the scooter to accelerate uncontrollably.

  Business Response

  Date: 06/09/2025

  Dear ****** ******,

        We want to apologize in advance for the delays in responding to you as our offices were closed for holiday observance.  We do see a support ticket which has been opened for you, and we respond to customers in the order received.  We can assure you additionally that we will address all of your concerns.  Additionally, you can reach out to our support team by calling us at ************.  

  Hover-1

  Customer Answer

  Date: 06/09/2025

  
  Complaint: 23442889
  
  I am rejecting this response because: I am unsatisfied by the response, I do not trust the company will actually do what they say, it has been weeks with no confirmation that a ticket had ever been received before contacting the BBB. I have heard this of this company time and time again since trying to resolve this issue. I will do everything in my power to spread awareness of these business practices by this company.
  
  
  
  Regards,
  
  ****** ******

  Business Response

  Date: 06/23/2025

  Dear Customer,

      We have reviewed our issue.  We do see you have been in contact with the representative, and they are sending you a replacement.

   

   

• Initial Complaint

  Date:04/19/2025

  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.

  I bought my son a Hoverboard for his birthday in July 2024. In February 2025 the charger stopped working. I contacted the company by filing a ticket on February 22nd (their phone line is only a voicemail directing you to their website) asking them if there is another charger compatible with the Ultra model Hoverboard, because they don't have the one we need. I got a reply 1 week later saying they are out of stock and do not have an ETA on that specific charger, adding that I should only be buying from their website. I followed up on March 6th to ask where to find the charger we need, only to get the same exact reply I had already received, but thus time it took two weeks for them to respond. I replied asking if there would be some sort of credit available since it had been weeks since my son could use their product and they're telling me to only buy from their website, but they still don't have it. I did not get a reply. I sent one more email on Aril 2nd asking what they were going to do to remedy the situation- as they still do not have the charger for the Ultra model- but no response again.

  Business Response

  Date: 04/21/2025

  **** ******

       We apologize for the issue.  Please be advised that charger inventory is on a case-by-case basis, unfortunate without guarantee of spare parts to include chargers. We do apologize again for the inconveince,

   

   

  Hover-1

• Initial Complaint

  Date:02/19/2025

  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.

  I purchased 4 Hover - 1 Hoverboards thru Amazon for Christmas gifts. None of them work. They will not charge and will not run. I have tried contacting the company and they are not taking phone calls. I have gone thru filing a ticket through their web site and I get a message back that the 30 warranty has expired. I purchased them in August of 2024, they were never removed from the packing boxes until Christmas and none of them worked. We immediately contacted the company and ****** but both are stating the 30 days have expired.

  Business Response

  Date: 02/20/2025

  *****,

       Hoverboards do come with a 90 day warranty.  The warranty DOES NOT begin at date of first use, it is the date of purchase.  Based on the information your warranty expired in November.  If you did in fact purchase an extended warranty, you contact would be with the plan administrator.

  Customer Answer

  Date: 02/20/2025

  
  Complaint: 22960961
  
  I am rejecting this response because: Just because I chose to do my Christmas shopping early to get a good price on an item should not void a warranty. These hoverboards were junk coming from your factory. You are impossible to get in touch with no matter when they were purchased. They are all brand new never been used. They were junk coming out of the box. I want a complete refund for my purchase. This practice is not doing well for your business. People should be able to speak to someone from your company to try to resolve issues like this instead of your computerized responses that you send out. 
  
  
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:02/05/2025

  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 a Hover-1 Helix hoverboard as a Christmas gift for our son in December 2024. The unit was 'dead on arrival'. We followed all troubleshooting guidelines on the manufacturer's website. The unit clearly did not function directly out of the box. All of the troubleshooting steps failed to help. Ultimately we contacted customer support. I have never experienced a customer support process that refused to help in any way. Through multiple conversations it became clear that Hover-1 had no intent to fix or replace the unit but planned to keep our money. There was never a single attempt to offer help or additional troubleshooting, let alone to replace the dead unit. I would like to get a refund for this unit. Furthermore, after initial troubleshooting we charged the battery for a few hours longer than the recommended 4-6 hours. The company then used this as an excuse for refusing to help further. As an electrical engineer, I can very reasonably say that this had no impact on the unit. Based on all prior communications it was clear Hover-1 had no intent to help from the start. It is unfathomable to think that all of their customers set a timer and unplug their units at exactly the recommended intervals. Note that we would all have many 'dead' devices around our houses if charging these standard battery technologies for an extra hour or so destroyed them regularly. It would be good for the company to learn from this and train their support agents to be customer-centric as well. From the very first communication the support agent treated us as in the wrong for having an issue to begin with.

  Business Response

  Date: 02/06/2025

  *******,

      Our apologies in advance. Please be advised however that your claim of overcharging will not damage a rechargeable battery is not accurate.  Additionally, when a unit fails for safety reasons it is important to allow the team to look into the issue, not continuously charging the battery for longer periods.  At this time this does violate the terms of the warranty.

  Customer Answer

  Date: 02/10/2025

  
  Complaint: 22904346
  
  I am rejecting this response because:

  I would like a formal statement that charging the battery ****** minutes longer than the recommended timeframe is damaging to the unit.  We plugged the unit in at 10:00 PM and my son tried to use it at 6 AM when he woke up.  It is almost unthinkable that your customers set a clock and unplug at 6 hours.  

  What I find most unfortunate is that the customer service team has refused to help a paying customer in any way whatsoever.   I have never encountered customer service that insists on blaming hte customer without even trying to help.  We paid $100 and you are keeping it after sending us a unit that was dead on arrival.  It is paramount to stealing our money.  At the very minimum I expected help from customer service to troubleshoot as best as possible....like any other company I have ever worked with would do.

  Regards,
  
  ******* **********

  Business Response

  Date: 02/17/2025

  Dear Customer,

      Please reference communication sent to you via Ticket #******.  This was advised of you then including an excerpt from our website specific to this.

   

  Hover-1

• Initial Complaint

  Date:01/29/2025

  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.

  I purchased on Sept 19, 2024 online 5 hover board-1 for my grandkids for christmas. We had our family christmas on January 1, 2025. 3 days later 3 of the boards quit working. 2 different households. I door use only on hard floors. I reached out to walmart and they stated that they were not able to give the store warranty and to reach out to the company. I did reach out and i included the transcript of the conversation. These were never opened until our christmas. They should stand behind their product. I am sure I can find pics of the kids opening them at christmas if necessary. Order number at walmart Order# ****************

  Business Response

  Date: 01/30/2025

  Dear Customer, 

       Thank you for your message.  Our warranty period is in fact 90 days from date of purchase.  Many customers do purchase extended warranties as these are primarily used by children providing piece of mind for many years.

   

  Hover-1

  Business Response

  Date: 02/04/2025

  ******,

      We do apologize, however our warranties do not start when the unit is opened as this is something we are not aware of.  Like most manufacturers the warranty is from date of purchase as we make clear on our website.

   

  Hover-1

  Customer Answer

  Date: 02/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Even if there was a extended warranty or they were taken out of the box before their xmas, you would think you would want to avoid the embarrassment of your product. It should be a crime. You should be ashamed of treating a customer this way. I encourge the BBB to post all of this about your company on their site and i will certainly post and pass the word as well. 
  
  
  
  
  
  
  
  Regards,
  
  
  ****** ******** 

• Initial Complaint

  Date:01/16/2025

  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 2 hover-1s for Christmas for my kids. One works no issues, but the other only lasts on a full charge for 10 minutes, and yes I timed it. I reported the issue to hover -1 and was told consumables arent under warranty and excessive heat and other weather factors can cause the issue. When I replied that excessive heat was not the issue, since the package was opened on Christmas I was told that batteries degrade over time..so it was essentially degraded in the unopened box. They referred me to my local bike shop to repair. It is very sad that no accountability is taken on a defective product and instead was deemed a consumable issue and then was referred to pay for repairs from a bike shop.

  Business Response

  Date: 01/27/2025

  *****,

      Batteries, tires and wearable items are in fact consumable items.  In the instance of the unit only working for 10 minutes, there are many factors which can and will affect this time including but not limited to temperature (both cold and hot), incline, and weight.  

  Customer Answer

  Date: 01/27/2025

  
  Complaint: 22821913
  
  I am rejecting this response because after sending an email to Hover-1 indicating that I would be escalating the issue, a replacement Hoverboard was issued and is currently awaiting *** pickup. I am rejecting the communication back because when I pushed back that the device had only been operated 3.maybe 4 times since Christmas Day when it opened that the battery must have been degrading in the box itself which should never have happened. This case can be closed now since Hover-1 finally decided to do the right thing.
  
  Regards,
  
  ***** ********

  Business Response

  Date: 02/10/2025

  *****

          We see a delivery on January 31 to your address for a new unit to replace your existing one.

   

  Hover-1

   

  Customer Answer

  Date: 02/10/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:01/13/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 two e-scooters from Hover-1 on 11/25/24 as Christmas gifts. We did not open till Christmas day, and one of the scooters was dead on arrival. We have tried to follow all of their recommended repairs, and nothing worked. We have submitted 10 support requests on their website with no response. We tried calling the number they provided and no response. We sent separate emails, and messages on ******** and Instagram, and no response. We feel they have sold us a faulty product and will not contact us back.

  Business Response

  Date: 01/13/2025

  Dear Customer,

      We apologize as our products are very popular.  Your ticket is in queue and will be responded to.  It is important to note that submitting multiple tickets simply merges all of the tickets with the most recent date putting you in the back of the queue.  We ask for patience as we will get to all.

  Customer Answer

  Date: 01/14/2025

  
  Complaint: 22804539
  
  I am rejecting this response because:
  

  No where on their website does it explain this policy, and we have been trying to contact the company for over 20 days now with absolutely no response at all. Someone needs to contacting us immediately at ************
    They didn't mind taking our money upfront, and then sent us a product that hasn't worked from day one, so this is basically the same as stealing. The worse part is that is was a Christmas present to a child who has never been able to use the product. If they would have contacted us back, we could have a new working product by now. 

  We have provided two email addresses, and two phone numbers for them to contact us at and we have received absolutely nothing. This is unacceptable. In total we have spent close to $1000 with this company. 
  
  Regards,
  
  ***** & ****** *****

  Business Response

  Date: 01/15/2025

  This is in fact true as per the reply sent to you upon submitting your enquiry.  

  Customer Answer

  Date: 01/15/2025

  
  Complaint: 22804539
  
  I am rejecting this response because:
  

  We never received any message after submitting out service ticket, all 10 of them. Not once was a message sent or automatically generated to us once a service ticket was submitted. We need to know a date and time when we will be contacted by this company. meaning it has been almost four weeks of us trying to get in touch with them. 
  
  
  Regards,
  
  ***** & ****** *****

• Initial Complaint

  Date:01/05/2025

  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.

  I bought 2 hoverboards on Dec 16, 2024 received on Dec 28th, one of them received dead on arrival not charging or starting at all, submitted 2 support tickets and sent couple of emails with no answer at all, called by phone and no human answered
  
  I requested a replacement with prepaid shipping label to return the faulty one with no success at all

  Business Response

  Date: 01/07/2025

  Dear Customer,

       At this time due to the holiday and popularity of our product we are working as quickly as possible.  We ask for your patience.

   

  Thank you,

  Hover-1

  Customer Answer

  Date: 01/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  I would like to have specific timeline to resolve my issue please 

   

  thanks
  
  
  
  Regards,
  
  
  ***** ******** 

  Business Response

  Date: 01/10/2025

  Please be advised that continuously sending tickets closes the oldest ticket and places you at the end of the line.  We work first in first out.  We will in fact action your enquiry,

• Initial Complaint

  Date:01/05/2025

  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 four Hover-1 Renegade Scooters on December 2. They were delivered December 16. We gave them to our family for Christmas. 3 scooters charged and worked. The fourth was charged but never turned on. We immediately opened a help ticket. We tried calling customer service several times and there is no answer or option to leave a message. We sent an email. We have still not had any type of response by phone or email. Huge bummer to have 3/4 happy gift recipients on Christmas and then be ghosted. I gave this company over $1,000 of my money.

  Business Response

  Date: 01/07/2025

  Dear Customer,

       We are sorry to here of the issue with your scooter.  There was an email routing issue.  A team member will be contacting you via email shortly.

   

  Hover-1

• Initial Complaint

  Date:01/04/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 Hover-1 i-100 hoverboard directly from Hover-1 on 11/29/2024 as a Christmas gift for my daughter. She opened it on Christmas morning (12/25/2024) and we plugged it in to charge it. After charging for several hours with the green light on the charger showing, we tried to turn the hoverboard on and it wouldn't turn on. We press the power button again, we get a green battery indicator showing a full battery, and then it turns off. Hoverboard is not functioning. We submitted a support ticket (******) on Dec 27. And received no response. We followed up 4 days later asking to initiate a return, still no response. We tried calling directly and received a prerecorded message with no way to leave a message. There's been zero acknowledgement from the company and the return window is only 30 days. We contacted them within the 30 day window to either get resolution to the issue or initiate a return but have received no contact from the company.

  Business Response

  Date: 01/07/2025

  Dear Customer,

      Due to the holiday season and our product popularity we are working as quickly as possible to have answer all our enquiries. We ask your patience as we will assist all our customers.

   

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

  Customer Answer

  Date: 01/08/2025

  
  Complaint: 22768998
  
  I am rejecting this response because: the business has not actually taken any action towards resolving this matter - nor indicated they will take any action - with the response they provided (which, as summarized is, please continue to wait). I followed up within their ticketing system again and it continues to remain unanswered, nor has any detail or timeline been provided on how they will resolve the issue with their defective, nondunctional product.
  
  
  Regards,
  
  ******** **********