GOTRAX SUPPORT IS HIDEOUS After almost a month, I still have no resolution to an ongoing GOTRAX scooter problem. The scooter is only 3 months old and is basically out of commission. They keep wanting to send me more parts as if I’m a scooter technician. After many emails, I called the “support line” only to be told that I have to email. They don’t offer technical support over the phone. This has been an awful experience and I will never purchase another GOTRAX product. Please ignore the GOTRAX response below because if you call the number, they will tell you to send an email. They won't talk to you about technical issues. And email is very slow and unhelpful.

Easy Communication and Great Customer Service We bought two GoTrax GKS scooters for my kids, and they love them! They don’t go too fast, but just fast enough for a thrill. The foot operation was easy for my kids to figure out quickly, and the battery life is pretty good! Our only issue was that these little screws fell out and we couldn’t find where they came from. Turns out they hold the brake piece to the foot fender that you push for brakes. It still works just fine, just makes a rattle sound. However, one of the plastic fender brakes broke off, so I reached out to customer service about getting a replacement part. David C has been very helpful in getting this resolved for us, and I really appreciate all his hard work! If I didn’t reply for a few days, he would check in to make sure we didn’t give up on finding a solution. We are very satisfied with the product and the service, and feel confident in buying from them again in the future.

This company is amazing This company is amazing! I got my son his bike for Christmas and it has exceeded his expectations! We had one little issue with his charger and the company couldn’t have handled it better. The response was quick and they resolved the issue perfectly! The people there are kind and easy to work with! Will definitely be purchasing from them again when my youngest is ready!

GOTRAX Customer Service is AWFUL. Buy elsewhere , be warned. Let's see. You drop 1K on a scooter. Its electronics I understand how that works and things need to get fixed. No issue there. 7 months into my son having the scooter at college he gets a code E0 and it won't move. Looking online one can see it's the controller that needs to be replaced. Open a ticket with GOTRAX and just about two weeks into it no call back, ticket has not been picked up. They only work off of email. When you call "customer service" they can only email the repair team. So no calls directly. If you follow the directions on their website they tell you to email. I did that and get the canned response that someone will contact you in 72 hours. Well...that came and went and nothing. I call again hoping to escalate but nothing there either. Supposedly this is an American based repair shop so one would expect some sort of customer service. If I could have given them a negative rating I would. I will definetely file a complaint with the BBB to add to the mulitudes of complaints they already have. They should not be in business with this type of service.

Echoing what others have experienced Echoing what others have experienced, the customer service is AWFUL! It’s dead end communication and you feel like your emails go into the deep, dark abyss with no response for days. We got 2 bikes on March 1 and immediately one started getting Error Code 30. My son has only gotten 2 weeks of ride time, and now his expensive piece of equipment just sits in the garage. It will sometimes turn on, but not worth the risk of riding, as my son has been stranded twice now. Customer service said they would send out a part to address the error code, but I haven’t received any update as to when that piece will arrive. When you try to call the customer service phone number, all it is is a third party call center that helps with absolutely nothing. The bikes are fun, and the price is great, but it may be worth it to spend a little extra with a reputable company that will help when problems arise. Save your money and go somewhere else. It makes me laugh reading these negative reviews and seeing the response from GoTrax, as it has the dead end customer service number on their response, as if calling it will change anything. GoTrax, do better!