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Business Profile

Electric Scooter

Gen3 Mobility LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electric Scooter.

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/07/2022

    Type:Product Issues
    Status:
    Unanswered
    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 a complaint for failure to refund against Gen3, an electronic bike ("ebike") manufacturer. Gen3 claims they refunded the amount to my debit card but the records from that card show no such refund until now, three months later. The company says they have referred my issue to their finance department, and has failed to further respond to my status requests since then.I ordered and paid for a Gen3 bike on the company's website, https://gen3ride.com/ The purchase price, paid through a debit card, was $968.68 After looking at their ******** page (stupidly I waited until after I'd bought it), I realized they were entirely non-responsive to complaints. Within hours I canceled the order and requested a refund. They did not respond for days, and then finally - a week or two later - said the order had been refunded. As of today, three months later, that refund has not appeared on the debit card from which the payment was made, as Gen3 said it would be. I have contacted them on their ******** page and via email to their homepage without success. Leaving voice messages at their phone number - there is no option to speak with a live agent - has also been completely useless, never a reply.I have filed complaints wtih the ********** ************************* and the **************** of the US ************************* but wanted to give other potential victims a heads up if they check here.

  • Initial Complaint

    Date:08/18/2022

    Type:Product Issues
    Status:
    Unanswered
    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 had purchased this bike with the bundled accessory pack which they stated was a value of $100. Now they are stating that they are all out of the accessory pack and stating that they will give us a maximum of $25 refund which is completely unacceptable to us.We are willing to receive a refund of $100 which was the stated value of the accessory pack or to receive the accessory pack which was bundled with the bike purchase.

  • Initial Complaint

    Date:08/11/2022

    Type:Product Issues
    Status:
    Unanswered
    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.
    Hey there! I purchased scooters from Gen3 back in November, 2021 - and both scooters have become non-functional. One literally shut off while driving it on the street. On the other one, the frame snapped while driving it on the street (not even over a bump). Since both are under warranty, I've tried calling and e-mailing repeatedly for about a month (about every 2 or 3 days) - and can't get anyone to pick up the phone or e-mail me back about how to return the scooters. I did get one cryptic voicemail about 2 weeks ago that said I should take them to ****** (though I didn't purchase the items at ****** - purchased through the gen3 website). However, that individual won't respond to the dozen or so messages I have left on their voicemail in the past 2 weeks. I'm requesting Gen3 refund the cost of BOTH scooters (as both are non-functional) - which is about $500 total.

  • Initial Complaint

    Date:08/08/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 order my GEN3 bike on June 30, 2022 because they were having a special deal and received my bike on July 14, 2022. Upon review of my bike it was defective - the front of the bike was bent and cannot be assembled in the shape that I received it. Since the bike is all one piece you cannot request a part - you have to replace the entire bike. They have a policy that you can return within 15 days but you cannot reach anyone to be instructed on how to return the bike. I reached out to the company numerous times - no return calls or responses to my email. I called 6 days in a row and left messages - the company says on their message that they will return your call but they do not and the one time customer service called me back they did not indicate how it would be resolved - they literally hung up without giving me any indication of what would happen next. I am a senior adult on a fixed income of social security and spending $952 for a way to exercise and then not receiving a useable bike that I can ride is a real financial hard ship. I would like to return this and receive a full refund.

  • Initial Complaint

    Date:08/04/2022

    Type:Product Issues
    Status:
    Unanswered
    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.
    Hello, I purchased an electric bike from `Gen3 in May of 2022. I received the bike and it had a damaged part. I contacted the company and they responded promptly and sent out the replacement part without issue. On June 30 of 2022, I was riding the bike and something happened so it was not rideable. `Later, I found out the tire had been damaged and the valve had broken out of the tire. I sent in a claim (ticket ID is #************ via email to the company. They responded, saying they would forward the request to a technician. On July 19, after I reached out again, I received another response saying they would again reach out to a technician. They did indicate that they were inundated with service requests, but all I needed was a referral to take my bike for a new tire.On July 30, a full month after waiting for a response from Gen3 and not being able to use my new ebike, I sent them this message: I understand youre busy but it has been over a month since I submitted request #GSR00115339 and I havent been able to ride my bike in ******** which has limited riding months. I have taken it to two bike shops, both of whom refused to even change the tire due to the placement of the engine/ gears. I just bought it in May so this is really disappointing. I am wondering if I can return the bike? I feel that I paid a lot of money for three weeks of riding and now five weeks of inability to use it. Please respond promptly. Thank you. I still have heard nothing from this company and `I am stuck with an ebike that can't be used and it can't be fixed by a bike shop even if I pay out of pocket for it! Please help!

  • Initial Complaint

    Date:08/01/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 Gen 3 Stride e-bike on 30 June 2022 from their website. It delivered on 10 July 2022. After five days, it threw an "Error 25" and stopped providing pedal assist and "dashboard" readouts. * I searched their support documents and found that it's a "Brake abnormal" code but they didn't include troubleshooting, only what the code means. * I called Customer Support a couple of times and couldn't get through to anyone. * I filed a support ticket on 15 July 2022, and followed up with photos, a possible cause and asked for guidance. Ticket #GSR00117019. Nothing.* I've called several times since then and left voice mails. Nothing. * I've reached out to them on their ******** page. Nothing. * I emailed ******************** on 30 July ************************************************* the ********* area and said I'd pay out-of-pocket for the repair. That auto-generated a new ticket - #GSR00118397. Nothing. * I even found the CEO's name and sent him a message on LinkedIn - JUST asking for a local repair place (The few I've talked to in my area don't work on Gen 3 bikes.) Nothing. * I've called and pressed every option and tried spelling by generic name, to desperately try to reach someone. NOBODY answers or returns a voice mail.I've now passed their return window, so I'm stuck with an e-bike that doesn't work, and I don't have a clue about how/where to get it repaired so that I haven't totally wasted $1,000 on a bike I rode (16 total miles, I think) for one week. And to initiate a refund, you HAVE to call their 888 number *************). That's the number I've been calling for over two weeks that nobody answers. Isn't that convenient?

Gen3 Mobility LLC is NOT a BBB Accredited Business.

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