Complaints

• Initial Complaint

  01/21/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a replacement battery online and the business took the money and hasn't shipped the item. Ive emailed call and dial all departments and they all go straight to voicemail. I leave messages and never receive a call back.

  

  Business response

  01/28/2025

  We show this item was delivered to the customer on 1/27/2025, it took longer than usual since it is a lithium ion battery and considered dangerous goods for shipping, here is the delivery confirmation:  *****************************************************************************************

   

  Thank you

  support team

• Initial Complaint

  08/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an item online and the business took the money and hasnt shipped the item. Ive emailed them, and they respond with apologies but no update. I call and dial all departments and they all go straight to voicemail. I leave messages and never receive a call back.

  

  Business response

  08/30/2024

  We shipped the CycleBoard Rover to you but since you decided you no longer needed it we picked it up from your house and processed your refund today.  Please let us know if you need assistance with anything else, thanks!

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new Xquad 3000 from Cycle board in the early few months of this year as a preorder with a confirmation that it would arrive on their first container shipment. I prepaid for the scooter over three thousand dollars. When I followed up on it I was told they sold out of the color I ordered. They offered me another color which I was hesitant on and told them I wanted to stick with my original color I ordered. They agreed and told me I would have it on the next few containers that came in July. I was supposed to be the first person to have my order shipped once it came in. After many emails to the support team checking on things, they have completely stopped any correspondence. I have all the documentation of these communications with them . I still have not received the scooter I ordered and am currently out several thousand dollars that I paid. I did get a correspondence early last week that they had some tracking number and UPS had delivered something back in May timeframe but nothing came to my house and nothing was signed for as delivered by myself or anyone else nothing was supposed to ship as they agreed to ship me my order with correct color, etc in July. I have tried to be more than patient with this company and gone above and beyond any paying customer expectations.

  

  Business response

  08/13/2024

  The customer pre-ordered the product on Jan. 9th, 2024 and we delivered the product to the customer via UPS on May 15th 2024.  See attached documentation/proof.  We are not able to provide a refund since we delivered the product.  Thank You

  Customer response

  08/13/2024

  I do not accept this response. I have already been through this with them in several emails. They need to contact me.

   

   

  

  Business response

  08/14/2024

  We have been in continued conversation with this customer about this issue.  We have confirmed that the package was delivered so there is nothing else we can do at this point.

  Customer response

  08/14/2024

  this tracking number in question and the details and delivery as discussed multiple times I do not and will not accept.

  label Created 4-24 ish

  May 8, after inquiring again on my order I was told the company was out of stock on my order. May 9 I was offered a substitute which was hesitant on and on May 11 you were alerted that I wanted to keep my original order and you agreed to do so. and it would arrive to me on your third container . On July 19, I was once again assured I would be the first one to ship my order . It wasn’t until july 29 you asked what my order number was and should know we have been messaging for many months on this. It was then for the first time sense you agreed to send me my original order on May 11, that I am told you sent me some order that was never delivered to my on this May 15 day you claim it did. I even double checked my security cameras. 
  this order is for over 3 thousand dollars and no signature for delivery was ever done by myself. To try to track down where this actually was delivered to months later is impossible. 
  

  the only response I will accept is for my order I placed to ship to me and be signed for as delivered to me.

  Thanks

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The board keeps on turning off by itself since 40+ miles on it,battery was provided for free and still shuts off by itself with 200+ miles.I paid $1938 total. Company is willing to provide 4 more free parts asking consumer to pay $125 for shipping. There is no guarantee that the board will not shut off again by itself.My cost is way over $2000 already for the time spent on Lemon board.They admit below potential culprits of the Rover board.Response via email:I'm sorry to hear it's still happening. Since we replaced the battery, the remaining potential cluprits would be the controller, display, main cable or the motor and we are happy to replace them for you under warranty, unfortunately a return at this point is not possible but we Will solve the issue and provide you with the necessary parts and support to get it running perfectly.Just let us know where to ship the parts?thanks support team lead Please let us know if we can help with anything else.Thank You CycleBoard Support CycleBoard.com

  

  Business response

  05/14/2024

  The customer purchased their ********************** over 3 years ago and it is out of warranty.  There is no way for us to know what type of use or abuse it may have sustained, water damage, etc.  Even so, we are still willing to provide FREE replacement parts to help the customer and have asked them to pay for shipping.  The product is not eligible to be returned after 3 years of use but we will continue to support all customers for the life of their ownership of our products.  Thank You

  Customer response

  05/14/2024

  a full replacement should be issued or full refund for simple and proper ride.Asking the consumer to be mechanics by replacing multiple parts and pay for shipping since they know its a known issue at when I had only 40+ miles.The scooter turning off while riding is definitely a huge accident waiting to happen. There is no water or abuse to the board - it has approx 200+ miles and stored indoors at room temperature.In email from Cyclebord - they state the culprit must be related to 4 specific items now after the battery was replaced.I hope the company provides free helmets for every scooter unit they sell. The board I have clearly is not safe after having to change bolts for front tire as it falls of and rolls away under a car.Luckily I wasnt riding and just pushing the board on a sidewalk. Cycleboard need to own up and send full replacement or full refund. Saying that a customer board could have water damage and abuse on the product is just plain silly.

  

  Business response

  05/15/2024

  There are no known issues related to the problem you have described and since the board was purchased 3 years ago, it could have sustained a variety of types of damage, there is no way for us to know.  If you would like to ship it back to us, we would be happy to evaluate the unit and if we find that there is a product defect, then we will replace it at no charge but you will be responsible for shipping.  Otherwise, our original offer of providing free replacement parts (even though it is out of warranty) and you pay the shipping cost for the parts still stands. Thank You

  Customer response

  05/16/2024

  If there are no known issues,why send this email to me below?

  Im definitely seeing a handful of boards online with the same issue of board shutting down while mid ride! ******** has quite a few posts from consumers.

  *Ive also springs just to have on hand since April ******* (still nothing received) 
  

   

  Hi j, I'm sorry to hear it's still happening. Since we replaced the battery, the remaining potential cluprits would be the controller, display, main cable or the motor and we are happy to replace them for you under warranty, unfortunately a return at this point is not possible but we Will solve the issue and provide you with the necessary parts and support to get it running perfectly.
  
  
  Just let us know where to ship the parts?
  thanks
  support team lead
  
  
  Please let us know if we can help with anything else.
  
  
  Thank You
  CycleBoard Support
  CycleBoard.com
  
  
  

• Initial Complaint

  04/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Charge for an "RPM Membership" which is supposed to include two day shipping. Seven of seven orders were not shipped second day by warehouse even though salesperson ordered it. In fact, all seven items arrived especially late. RPM Membership is a scam in my view and I would request a full refund.

  

  Business response

  04/18/2024

  We do not show this customer in our system.  Also, we are not associated with RPM and we do not charge subscription services.  I think this person has us confused with another company.

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a throttle controller that was delivered in August and it did not work and cycleboard refused to replace it. The solution was to buy another one and said they wouldn't replace it because my Rover was too old. All I wanted was a working item.

  

  Business response

  11/10/2023

  We will replace the item under warranty, it's no problem.  Please contact ****************************** and we will help you, thanks!

  Customer response

  11/13/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My cycleboard has less than 100 miles on it and the battery is failing. I have been in communication with the company customer support, and they told me I need a new battery. As my cycleboard is an original model, I understand that it is discontinued and they are having trouble getting replacement battery. They told me to find one on Amazon. I did and messaged them with 3 options I found. They told me they dont trust any of those batteries, as the company only uses ** and ******* batteries. They then informed me that they are not going to purchase the replacement batteries from the supplier that are needed. This is leaving me in the position that I cannot get a battery from them, and cannot get a battery from Amazon- rendering my expensive machine purchased from them absolutely useless. Throughout this, I have contacted the *** directly multiple times, which only got me generic responses from customer support. Multiple phone calls and voicemails resulted in 0 callbacks as well.

  

  Business response

  08/21/2023

  This customers scooter was purchased in 2017 and is a dis-continued model. We are attempting to get more batteries from our supplier for this dis-continued model but have not been successful yet although we are still trying.  We offered the customer an option to upgrade to a newer model at a significant discount.  Thank You

  Customer response

  08/25/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  07/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The CycleBoard battery has failed very early after the purchase, with very few miles, and ABSOLUTELY NO ONE answers at the many departments located at CycleBoard. Their email response is a form email with absolutely NO follow up. I have attempted to contact them for weeks now, and it as if they don't exist(?). Except of course, for online sales.Sincerely,Ed

  

  Business response

  07/13/2023

  This is the first we have heard that this customer has a battery issue so we just contacted them directly to see what the trouble is and determine a solution.  The customer purchased their board in May of 2022 so it's been a little over a year.

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2/20/20 delivered to apartment.$1,938 paid CycleBoard Hope to have a safe ride with electric board but shuts off by itself during ride on streets.Wheel also fell off on street while walking with 2 kids.Defective battery with only 250 miles of usage.CycleBoard is trying to charge me for new battery with 20% discount plus $49 shipping. Totaling $648.20 for a new battery.

  

  Business response

  03/24/2023

  We will continue to support this customer and all customers long after their warranty period ends, but we cannot provide a free replacement scooter as he is requesting after 3 years.  Thank You.

  Customer response

  03/24/2023

  I dont accept the response provided by the company for selling me unsafe product with only 215 miles of use.It wasnt even used through our pandemic and properly charged monthly.

  The scooter front wheel even fell off while strolling down the block. Luckily my kids were not on the board.I had to get the wheel back from under a car from it rolling away.After having the board stop many times during the middle of ride - ive determined that this board is a lemon purchase.I would like a full replacement or full refund. Anything and everything is possible.

   

  below is response by email Cycleboard just sent me:3/24/23 1:25 pm

   

  Hi, if you are willing to ship us your battery for us to inspect it, then we may be able to offer you a free replacement under warranty or a deeper discount depending on what we discover when we inspect your battery. *Please note that our warranty is clearly published at 12 months so this would be an exception we would be making in an effort to go above and beyond for your as a customer to keep you happy. Please remove your BBB and any other negative complaints until we have an opportunity to try and resolve this for you.
  
  
  It's not possible to send a replacement scooter given that we are well beyond the warranty period and return period.
  
  
  thank you
  support team
  
  
  Please let us know if we can help with anything else.
  
  
  Thank You
  CycleBoard Support
  CycleBoard.com
  
  

  
  

  

  Business response

  03/27/2023

  We are happy to continue to support your scooter even though it is out of warranty, we stock all replacement parts and even though it is 3 years old, we will still continue to provide parts and service, just contact us through ****************************** 

  Thank You

  Customer response

  03/28/2023

  They have asked me to mail back just the battery knowing that it is faulty for examination, Ive already tested the battery with a voltmeter and sent the requested info to them. Why wont they just send a replacement unit as this one is unsafe for consumer to ride.How can you even ride without proper working battery and wheel falling off previously. So dangerous,especially with a child on it.Ive read on threads that they have provided replacement units.This unit has about 215 miles and is unsafe for riding.Please send replacement or issue refund or store credit.

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased the Elite Pro cycleboard about a year ago. I moved to ****** and the front wheel was damaged. I have reached out to Cycleboard several times for a replacement wheel. I was told they would be available in July. I reached out to them again and was told they are not in stock yet. I reached out again, and this is their response:Hello *******,I am afraid we no longer have Elite Pro parts in stock and the *** is also unknown.Sorry for the inconvenience.Please let us know if we can help with anything else.Thank You CycleBoard Support CycleBoard.com This is unfair business practice because their products are basically useless if a part breaks or becomes inoperable. I'm hoping there is something you can do to assist me and all of the other customers who are having this same issue. They continue to sell these products.Thank you,***************************

  

  Business response

  08/17/2022

  Hi *******, you are correct and our support reps ******** to you is not sufficient.   We are in production for new replacement wheels for your Elite Pro model and expect to receive them between Sept and Nov., there have been many supply chain issues so I apologies for the delay.  Feel free to communicate with me directly at *************************** going forward and I will be happy to help in any way ******************** also provide a set of new front wheels to you at no charge when they arrive.  Thank You - ***********************, CEO

  Customer response

  08/18/2022

  Hello, 

  Thank you for your response. I don't agree with this plan since I have been given the runaround and the unprofessional responses from the team at Cycleboard. I'm afraid if I agree to wait until "maybe" November that I will just be given another response to wait a few more months. I paid $2,000 for this product. It's not a cheap scooter. I have been unable to use it for months now trying to get a wheel...one wheel. I was told by the Cycleboard rep that I can purchase two Elite Pro wheels but they are bigger. I'm willing to try it but don't think it will be as comfortable a ride. I would love to resolve this asap so I can use my Cycleboard. It was my source of transportation between the homeless organizations I operate in the ****************. 

  Thank you,

  *******

  

  Business response

  08/19/2022

  HI *******, we just got notice that the Elite Pro replacement wheels are in stock at our factory in ***** and we are having some airshipped to us.  We can either send you a set of those when they arrive which I estimate to be about 2 weeks or we can send you a set of Rover front wheels (these are 10" instead of 8.5" so they are a little larger but will fit).  Just let us know which route you would like to go and please don't hesitate to email me directly at ***************************.  Thank You.  ***********************/CEO

  Customer response

  09/07/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

*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. ↩