Complaints

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a 2nd scooter from roadrunner scooters when the battery on my old one went bad after 2 years. The new one I purchased for $1,500 right out of the box flashed a e7 code which is a bad motor apparently and wouldn't go anywhere. Finally after messing with it it started working and was able to go on a ride. something is wrong with the motor as when it does work it makes a heavy vibrating sound that can heard a distance away. Most times when I turn it on I have to mess with it for about 10 minutes before it wants to work. Othertimes I cant get it to work at all. I've contacted company and have been in contact with them for well over a month now. I haven't heard anything from them for a few weeks now. I would like a new scooter and they can pick up the one that doesn't work as I feel I purchased a brand new scooter and it shouldn't need to be taken apart to fix and given back to me as if it were new. They want to ship to their warehouse to fix but I've been waiting on instructions from them for 3 weeks now and nothing. I specifically bought it right before summer so I could use it all summer and by the time they even get back to me the summer will be over. Maybe they're waiting for the warranty to run out so they don't have to fix it? Either way I paid good money for something that doesn't work as advertised, or work at all some days and I either want my money back and they can take their scooter back or I want the new scooter I paid for in a timely manner.

  Business response

  06/22/2024

  Hi ******, 

  Our team is currently in the process of having your scooter send in for repairs and inspection at our cost! 

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a NanRobot LS7+ scooter its less then 2 years old with 237 miles on the scooter I ride it around pleasurably, locally in my neighborhood or down to the park. I take great care of the scooter I love it very much. I am a grown man, 62 years in age, very active, but a slow man. I have never abused the scooter, but one day in December my pleasure began to change, I was riding the scooter on a full charge, the scooter died and locked up on me and flung my body falling forward with the scooter. Thankfully i walked away completely uninjured. But, my problem is I have been unable to ride my scooter since December of 2023. I have located the problem on the scooter, i discussed the problem with Roadrunner Scooters **** the company i purchased the scooter with which I was told I needed to contact *********. ********* has not responded to my emails or attempts to contact them. so I proceeded back with Roadrunner because I would like a resolution to the problem I am facing. I have spent over $3600 Purchasing this scooter and if i am aware they want another $1000 for a battery that might fix my problem. then is the other battery going to go bad and i need to replace that soon? or is the new battery going to last? I have all these unanswered questions but what i do know is that I have a DEFECTIVE scooter caused by NON-HUMAN FACTORS.

  Business response

  05/16/2024

  Hi *****, 

  We are sorry to hear you are having issues with your Nanrobot scooter, unfortunately, the email attached to this complaint does not return any orders in our system to verify the purchase and check the status of your warranty. Based on the context you have provided, it does sound like at this time your scooter is out of warranty, so we are unfortunately, unable to provide warranty parts such as a battery at no cost. We can however offer a 25% discount on a new battery should you decide to purchase one. While we do understand that you are afraid the battery may fail again, we do offer extended warranty options to protect your purchase for up to 3 years. Feel free to let our team know if you have any additional questions.

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The throttle on the scooter is defective, so they sent me a new one, which has the same issue of sticking, and sending me hurtling forward after I have removed my finger from the throttle. Additionally, I ran over a large rock, which destroyed both motors on this off road scooter. I have been riding e scooters for over 4 years, so I am not new at this. I only rode the scooter 4 times and now they want $600 for 2 new motors.

  Customer response

  10/10/2023

  Hello,

  I was offered a 25% discount on the faulty motors that costs $600. This is not acceptable to me. They should be replaced free of charge since they were only used 4 times and broke during normal use. Who knew a rock could do such damage to an off road scooter that comes with off road tiresIm not sure what the next step is, but i hope they respond to you and there is some sort of time frame for. If not I will head to federal regulatory agencies and social media to tell my story, but Id just prefer to get a refund or replacement motors. Thanks for your help.

   

  *****

  Business response

  10/12/2023

  At this time, our office has offered the customer a replacement motor at no charge and 50% off of a second motor as the damage to the scooter was the result of the customer hitting a rock with the scooter. Our policy clearly indicates that we do not cover accidents, like that from colliding with a large rock however, we always aim for customer satisfaction and wanted to work with the customer to the best of our ability. He has stated he believes the throttle was the issue however, we have not received any complaints indicating that the throttle type on this scooter is dangerous, or malfunctions in the way he has stated. 

  Customer response

  10/12/2023

   
  Complaint: 20691415
  
  I am rejecting this response because:
  There is an assumption on your part that I was in an accident, but I was not. I ran over a rock and it destroyed both motors. There is no such accident that destroys the motors only and leaves no scratches at all anywhere else on the scooter. This refusal to refund or replace is a violation of your warranty. Your lack of understanding in this matter is unacceptable, and I will now protect my rights and the safety of others by informing the masses of what happened. Its unfortunate that You did not choose to work with me. 

  Sincerely,
  
  *************************

• Initial Complaint

  05/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son got a roadrunner scooter for Christmas, we even bought the extended warranty with the scooter. I have filed multiple tickets with them with no response. I have called them multiple times and cannot get through to anyone. The brakes dont work on his scooter and he has ruined multiple pairs of shoes using his feet to stop.

  Business response

  06/05/2023

  Hi ******, 

  We are very sorry to hear that your sons scooter is having brake issues. It looks like our engineers responded to your initial ticket and let you know the brake calipers needed to be replaced if brake pads did not fix the issue but it seems you may have missed that reply. Our customer service team also reached out via phone to let you know that we would replace the calipers for you, outside of warranty, as a courtesy. We hope that since you have now received the calipers that the scooter is functioning as intended! 

   

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Nanrobot D6+ scooter from Roadrunner scooters on May 19, 2022 The rear motor stopped working on March 2023, which is still covered under the Manufacturer's 12 month warranty (which is stated on their website. I contacted manufacturer and was told to go directly yo the Dealer (Roadrunner scooters), said dealer must help me within the warranty period.Dealer tells me they only provide 6 months of warranty for Nanrobot products. (despite Nanrobot stating 12 month manufacturer warranty).None of them will provide my warranty request Order number RR13268 , purchase price $1,990

  Business response

  04/06/2023

  At the time the scooter was purchased, RoadRunner Scooters was the official ** distributer for Nanrobot. At the time of purchase, as well as now, any Nanrobot scooter purchased through RoadRunner comes with a 6 month limited warranty, as detailed on our website, we have included a screenshot below for reference. Our warranty period on Nanrobot scooters has always been 6 months, this has remained the same on our website. Nanrobot, as the manufacturer, has the right to offer a 12 year warranty on all scooters purchased through them directly, and this is a newer policy. As the distributer, we have fulfilled our warranty obligation to the customer, if they are seeking any further coverage this needs to be done through Nanrobot, the manufacturer. 

  Customer response

  04/07/2023

   
  Complaint: 19900750
  
  I am rejecting this response because:

   

  I understand that roadrunner scooters have a 6 month warranty for this product listed on their website.

  When I purchased this product it has a 12 month Manufacturer warranty . I contacted the Manufacturer to get assistance for the warranty and stated that I should contact supplier which is Roadrunner scooters for this and is within their warranty period

  How can they sell a product that has an original warranty period of 12 months and just warranty 6 months of it? 

  Now I cannot get warranty service from anyone- either the dealer or manufacturer who keeps telling me the Supplier (Roadrunner scooters) should fix it

  __________

  see response from Nanrobot

   

  Hello ,
  
  
  We're sorry to hear that.
  However, since you did not purchase the scooter from our official website, we do not have your order number to create an after-sales order and cannot help you, but our technical team can provide advice and guidance for the problems you encounter.
  We recommend that you go directly to the supplier you purchased for after-sales service, this is what they should do for you. They must help you within the warranty period.
  Hope you can solve the problem as soon as possible, thank you for your understanding and support.
  
  
  If you have any questions, please feel free to let me know.
  
  Best regards,
  Nanrobot support
  
  ********************
  www.nanrobot.com
  www.nanrobot.de
  
  
  Customer service contacts:
  English Support:+1 302 613 4474 (only available pacific time 9:00am~9pm)

  
  
  Sincerely,
  
  ***********************************

  Business response

  04/14/2023

  We are sorry to hear the customer is having trouble getting support from the manufacturer on this issue, we have always maintained that our warranty period is 6 months for all Nanrobot scooters, and still fully believe that if Nanrobot is choosing to now extend their warranty to a year, they should provide support to customers who fall within this period.

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased product from vendor with numerus defects. Purchased additional products to aid in original issue which also failed to resolve concern. Vendor has not provided a satisfactory solution. Replacement part was shipped defected and vendor will not honor refund on the replacement part.Product : Nanrobot RS7 electric scooter $2,868.21 purchased 8/2/2021 1st issue vendor shipped incorrect color unit. (ORDER RR6057)2nd product arrived damaged voltage display/keylock Vendor provided replacement for damaged parts 3rd concern , Defected suspension / vendor provided solution ORDER ****************** pack was troubleshoot and reported faulty Aug 11, 2022 and would not be covered under warranty I agreed to purchase new battery on ORDER RR15443 Aug 11, 2022 with a ( 1X year warranty) on the part ( $749.04) received 1st replacement battery .5th Nov 24, 2022 vendor was contacted that replacement battery was under going same issue as original battery/ replacement battery was shipped back to vendor for testing along with the original battery that was still in my possession. Replacement of the replacement received Jan 19,2023. Feb 9th, 2023. the replacement of the replacement began failing as the other two batteries. Vendor recommended taking scooter to *** banded repair shop to test battery. Repair shop conclude after 1 week of testing the battery was defected and will need to be replaced. Informed vendor of diagnostics report. They refuse to credit me back the battery even though I paid for a replacement. Im seeking refund of my batteries cost $749.04

  Business response

  03/06/2023

  Customer has reported issues with the scooter battery, the battery was replaced under warranty as customer states in his claim. Customer unfortunately experienced another issue with the battery, at which point our team asked him to see one of our trusted mechanics in *** for a resolution. The customer reported to us that the battery was beyond repair, at which point we shipped another battery out at no charge, to ************, who was able to install the battery promptly and correctly. Customer has not reported any further issues regarding the functionality of the scooter.  

  Customer response

  03/06/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I think this company purposely sends out defective items, only to charge you additionally to return them. This company has been an absolute nightmare. I've recently bought the NANROBOT LS7, along with the LS7+ (New *********** ***** 2.0 60V charger, Seat - LS7+ (New ***********, and warranty. All of this has came up to about $3,676.21, including tax. I received the scooter January 5th 2023.The item came completely faulty. We've tried doing everything possible to activate this scooter, and it won't turn on. So the obvious solution would be to contact support and return the item. I contacted them immediately and was met with SO many complications.Firstly, they are not very responsive via phone number, so we've had to email them. Once we were able to get ahold of them on the phone, I expressed our current situation with the defective scooter the company sent to us. I simply asked for the return label and was met with HOSTILITY. They REFUSED to send me the return label! They insisted that I would need to vocally agree on the phone to accept the additional fees for shipping and returning in order to receive a return label. The charge would be the $200 x 2 restocking fee as well as the 20% restocking fee and shipping fee. What kind of company is this? So the company send me a DEFECTIVE scooter that I paid over $3,500 for. And expect me to pay an additional $500+ to send back the DEFECTIVE item you SENT ME in the first place??

  Business response

  01/11/2023

  We are sorry to hear that this issue was unable to be resolved with our customer support team. It looks like you were offered a few options in this case but ultimately did not feel this scooter was a good fit for your son. You expressed to our team that since it was not suitable for riding in the rain, you did not want to keep the scooter regardless of functionality.
  
  We also were unable to get a video of the issue, to rule out whether or not there was a true issue with the scooter or if it was just user error while trying to power it on. As we explained on the phone, we would be happy to get your scooter running or provide alternative options in the event we can not. We would certainly accept the return but do require that the provisions marked in our return policy are acknowledged prior to doing so.

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchase a scooter from roadrunners scooters, when I received my package the scooter doesnt work. I reported immediately after I learned the scooter doesnt work. They wanted me to fix there broken scooter with replacement parts. I didnt want to fix something I dont know how to mess with and after spending over 2k on it I shouldnt be fixing anything. I asked for a replacement scooter. They continued to ignore me. The only way of contact in through email. I asked multiple times for them to call me to resolve the issues and they continued to ignore me. Affirm is the financial company I purchased through. I also reported to them of whats going on and they are currently doing a merchant dispute. I tried again to reach out to roadrunner scooters and I continue to be ignored during there business hours too! I am trying to get my money back and they seem like there scamming me out of the money. I asked for a replacement after they ignored me more then once I asked for a full refund. I never got to use the product at all.

• Initial Complaint

  06/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've had my **************** than a month and I contacted them regarding one of the nuts on the scooter being over torqued and me having to use a breaker bar to take it off. They insist that it was a user error on my part and that I needed to buy a whole new wheel assembly which is about $300. I've contacted them several times and never got any real customer service until I messaged them on 2 different social media accounts. All they kept saying is that they will reply to my emails. Which they never did. They only replied at all because I kept pressing the issue. I'd never buy one of this companies products ever again. BUYER BEWARE.

  Business response

  07/11/2022

  This customer has mistakenly written a complaint for RoadRunner Scooters. She is a customer of another Nanrobot retailer, she reached out to us for a warranty issue on a product they sold her. We presently have no orders from this customer, and have informed the retailer that she purchased from, and the customer herself that she must receive support help from their team as there is nothing we can do for her.

• Initial Complaint

  06/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a scooter, not a toy scooter. The brake sensor is bad out of the box which has almost killed me twice. They are refusing to replace it. I have proven to them that this is a safety issue and they simply won't replace item. Brakes, safety, dead. This is not a toy scooter. Goes as fast as a car. And the manual is wrong causing people to get burnt when charging as they don't know what they are sending. And. Ididnt get a tire pump or a manual as advertised clearly. False advertising in the US is illegal and can bring a lawsuit. And a safety lawsuit. I just want a new sensor a pump and a manual for ******* as advertised.

  Business response

  06/24/2022

  As you can see in the attached images, our support team has made every effort to resolve this problem with the customer. We went through the issue and potential solutions in full, made multiple calls, and even let the customer know that we would replace the brake sensor in the event none of the remedies we provided worked to his satisfaction. We subsequently followed up with the customer again after he submitted this claim to try and resolve the issue. At that point he let us know that Nanrobot would be helping him, despite us letting him know in a previous reply that we would send him a new brake sensor. As you can see, he never responded to our message letting him know we would replace the part, even though it was done in a very timely manner. 

*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. ↩