GoTrax Reviews

The product does not work and has not ever worked. There is no customer service to speak of. Email is the only way to reach them and they promise to respond within 3 business days. A sample response: did you plug it in? It has been over a week since I last responded and still no response. Truly shoddy

The customer support is terrible.. the final email I sent them (which was the 8th time trying to reach out) explains it ALL.
"I have sent an original support request on 12/30.
We purchased a hoverboard on 12/12.
It was opened on Christmas morning, used ONE time for no more than 10 minutes, and has not worked since. It is fully charged but DOES NOT TURN ON.
Your customer service is NOT reachable via phone call. You are NOT reachable via email. You are NOT reachable via your “chat” on the website. NOR, social media (yes, I even tried to reach out on twitter).
This is the 4th email I have sent, trying to get some help, since your company claims “Our #1 mission at GOTRAX is to provide outstanding customer service. We’re dedicated to working our boots off until every customer is satisfied. Every GOTRAX product comes with a 90-day limited warranty and a 30 day return policy! You can contact our customer service M-F by live chat, email, or phone. Our agents are standing by in Dallas, TX ready to help.”
I’m sorry but that is NOT the experience I have received. This excerpt from your website is misleading.
In a year that we didn’t think we would even be able to afford Christmas gifts, not only did we scrape up the money for my son to receive a gift, but it was wasted money because we purchased a non-working product from YOUR company, and we cant even get help to reconcile the problem!!
This is the last time I reach out and beg someone to help with the issues of our purchase before I dispute the charges with my credit card company, (as what we paid for is NOT what we received).
Please, reach out to me today. Thanks . I prefer to be called. "
...STILL NO ANSWER. I WILL BE DISPUTING THE CHARGE!

Like many others - received a non working scooter- went through all the hoops- pictures of all parts - many email exchanges- they sent wrong parts, new battery- still didn’t work- they said right console back ordered- I waited- finally new one arrived- second time wrong part! They now refuse to help me because I’m outside the warranty period- company is fraudulent. No way to do business-do yourself a favor AVOID This fake company, they suck.

Recently I purchased the Gotrax RIVAL GXLv2. After about 2 weeks it stop working, just powered off and wouldn't come back on. I had just gone past the return date by about 1 day from store I bought it at so I reached out to Gotrax and explained what happened. They got right back to me within a couple hours. We decided it was probably a bad battery and so they shipped one right out. It arrived a couple days later! But unfortunately that didnt solve the issue the battery going bad fried the motherboard console as well. I reached back out and told Gotrax that the battery didnt fix the whole issue but after testing the first one and it was only 11v fully charged the battery was a problem. About an hour later I got an email saying my new console is being shipped! Cant wait to be back on my GXLV2! In the mean time I purchased a GOTRAX G2 model and I enjoy that one as well even if it's a little smaller! Thank you gotrax you guys are awesome!

We’ve had issues with either the charger or battery. Gotrax has been so helpful via email walking me through each step to take to test each item. They respond quickly, & are always eager to help. I would recommend to anyone!

GOTRAX has been extremely responsive and helpful as I try and fix my daughter’s scooter after she had a crash.

I have been waiting for months for a replacement part for my daughter's hoover board. Supposedly the part was going to be on the way a number of times. At this point you should just replace the unit, but still nothing has come.

Waited a month to receive a scooter. Finally got it today, but with three things not working with it..handle would not fit in correctly because of a bent prong, brake line was too short, and now the charger is saying fully charged, but the scooter will not go. Called customer service number and got asked about various other services, was given another number that had nothing to do with the scooter company. Now trying to submit an question through email and it won’t accept the form when we submit it. A joyous day when my son finally received his birthday present has ended in disappointment.

Best customer service I have had in a LONG time! Very responsive and took care of our issue quickly. My son loves his RIVAL scooter!

Great scooters. Because I weigh near the scooter limit (210 lbs), I should have upgraded to the scooter that has a 300 watt motor. More power! Otherwise they are great, no issues!

The scooter was delivered quickly and went together easily then did not function at all. I took it apart, examined all connections and put it back together but it still didn’t work. There is no customer support. The phone number they give goes to a voice message that tells you to go to the website and blames this fact on COVID-19. I contacted them multiple times by email and filled out their online warranty/return form but they have no solution. It has been two weeks since the out-of-box failure and it seems their customer service strategy is to ignore me and hope I will go away.

The customer support experience was awesome. They respond quickly and solved my problem.