Complaints

• Initial Complaint

  08/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Aug ****** I purchased an electric scooter for $2909.25 at the ******************* from EUROSHINE *** from **** and *****. Said it would fit in the trunk of my car, which is the main reason why I purchased it. Went to put in the trunk of my car and it wouldnt fit. Immediately my husband contacted **** and *****, he spoke with ****, made arrangements to return the electric scooter. So on Sunday Aug 11, 2024 we met **** at the *************************** and returned the electric scooter to **** gave me a pink return form and said she would be turning the paperwork for refund Monday Aug 12, 2024. I checked my bank account it showed it in my account but my bank said it was waiting to receive the money from the merchant. So today Aug. 19, 2024 I checked my bank account and the Redund for $2909.25 is not showing up anywhere at all. I called and tried every extension to get ahold of someone and no one is available from customer service to bookkeeping etc. I called **** no answer, left messages and no response. We have multiple txt messages with **** regarding this purchase and return. I would like help in getting my $2909.25 back as they have their scooter back.

  

  Business response

  08/22/2024

  Customer was issued a refund on 8/12/2024 and it takes 2-7 BUSINESS days for the refund to show in the account of the customer. She did not wait the allotted time before submitting this complaint, and as 8/21/2024 was the 7th day, the customer should have received the money for the refund. She was emailed a refund receipt on 8/12/2024 when the refund was initiated, and we were prompt in our response to her request for the refund. Though we apologize for the inconvenience, we have no control over the period of time it takes for funds to be released back into the customers account. That is between the bank and the credit card processor. Situation should be resolved. Thank you. 

• Initial Complaint

  01/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company claims the scooter will go 38 miles on a single charge. The old scooter did but the new scooter wont even go 15 miles on a single charge, on top of the fact that the lights under the base of the scooter didnt even last 2 weeks. The front wheel is made from a cheep rubber where as the old front tire is made of real rubber, the same materials as a car tire and I have a tire from the older scooter to prove this. It appears the company has spent less money to upgrade their product and the older version was much better than the new scooter. This really angers me with as much as these scooters cost.

  

  Business response

  01/11/2024

  The company makes no claims as to a definite distance customers can travel. Our Roma Euroscooters can travel "UP TO" that miliage, of course, however that is a controlled and perfect case scenario that does not take into account thee riders size, terrain, and other such conditions that will effect the distance the scooter can go on a single charge.This customer had a scooter from several years ago. When he purchased this scooter several years ago the price of the scooter was much less. However, when he called the office to order the new scooter, we made several exceptions on the current retail price of the scooter which is listed on the website as $4499. First, we agreed to match the price of the scooter that he paid much less for several years ago. We, also split the cost of shipping the new scooter with the customer to make it as affordable as possible, as he expressed that he was on a limited fixed income. He paid less than 50% of the original retail price in total for the new scooter.

  The customer accepted and purchased the new scooter with the exceptions that made for his particular case. Euroshine and the office staff went above and beyond to provide this customer with a satisfactory experience for purchasing a scooter. It is unfortunate that he feels this way, as thee scooter have been upgraded and improved in several ways to make use and operation easier. 

   

  Customer response

  02/09/2024

   
  Complaint: 21080262
  
  I am rejecting this response because:

  So attached is the claim they make that the scooter can go up to 36 miles on a single charge. The company makes the claim that it may be due to terrain but it this case the terrain is all flat, ********. There is a huge difference between the older models and the newer models as the older model would go ******************************************************* this case, it doesnt matter how I charge the battery, the battery looses 50% charge or more within the first mile to two miles where as the older models did not. Regardless of terrain, this scooter is not an upgrade, its a downgrade from this model. There are several items on the scooter that broke down within the first week of having the scooter which if this is an upgraded, then why did this happen? The simple fact is that Euroshine should take responsibility for this and make it right. And as far as the cost is concerned, when I bought this scooter at the Western Washington fair a couple of years ago, the representatives at the fair informed me that after buying the scooter at the sale price I paid for it there, I would be able to pay the same price at $1750.00 from that point on when I wanted another one. That is on Euroshine, not me, that was promised by the company and not me. I have two witnesses to the discussion with Euroshine at the fairgrounds then. Here is the add I was referring to from Euroshine. 
  
  Sincerely,
  
  *****************************

  

  Business response

  02/12/2024

  The documents provided by the customer only support our claim that it can go "UP TO" 36 miles per charge. That is in no way a guaranteed claim in any capacity. It merely reflects what the scooter is capable of in monitored factory settings and in no way implies that the same result will be achieved by every person all the time. And while the customer does not have in writing anywhere from the sales rep, or even Euroshine directly, stating that he would be able to receive a brand new scooter for the same amount that he purchased the first one for at the specific show - when he called in we did everything in our power to work with him on the price of the brand new scooter as was mentioned in the first response. Not only was he given a discounted price, but we also paid for half the shipping (as I believe was mentioned before) and we have sent him multiple free parts, on many separate occasions even for his prior scooter. We have done our best on our part to provide adequate service and response, and to continue to maintain the customer relationship. However it appears that it might well be within the best interest of the customer as well as ********************** moving forward if we schedule a pick up for the scooter and have it shipped back to us, and refund the customer minus the 20% restocking fee as stated in the signed copy of the terms and conditions that the customer signed and agreed to upon purchase. Such terms as well as the signed order I believe have already been provided. Please let us know how you would like to proceed. And if at anytime you wish to reach out to us at the office, you may do so. Thank you so much. 

  Customer response

  02/22/2024

   
  Complaint: 21080262
  
  I am rejecting this response because:

  After fully charging the battery for 8 hours, I travelled to ****** thats close to me. After getting to ****** which as you can see is only 2.7 miles, my battery was already at 50% or less. Again, the terrain to ****** is flat, ********. My old scooter could go there and back and still not hit 75% or less. This is unacceptable and I do not consider this an upgrade. 

  In response to there filing, first, they mentioned the sale of the new scooter and how I got it at the reduced price based on the promise of one of their own sales team which I did not get in writing. I didnt need to get in writing as I had explained to them I have not just two witnesses from when I bought the original scooter at $1750.00, but last year I went back to the Western Washington Fair with two witnesses and verified the same thing I was told back in 2018 when I bought the first one. Once you buy the first scooter, the price will be the same at which you bought it here, $1750.00. I have three statements to collaborate this. Second, the company does not seem to respond to the issues with the batteries. As Im sending a map showing the distance from my house to ******, I would like them to explain how their battery, starting on a full charge from my house, will only go 2.7 miles only to go to less than 50% power. My first scooter would do that trip 3 times and still have 100% power, why is that? If this scooter is an upgrade, then explain the issue with the battery? Keeping in mind that the ******************* is 95% flat. In going into the comment section of Euroshine, Ive seen several negative comments regarding the scooter and even the battery. But the only response the company gives is that there is a one year warranty on the battery in which the battery can be replaced up to two times but the company does not give a logical explanation about the battery, why? The terrain in which the scooter is being operated on is flat. It has nothing to do with how the scooter is being charged up as I am completely accurate as to the charging. So I ask Euroshine, what is going on with the battery and how is it that the scooter will go no more than 10 miles on a single charge? Thats a long ways off even from saying that the scooter will go up to 36 miles on a single charge. Why is there no upgrade on the battery? Thank you very much appreciated 
  
  Sincerely,
  
  *****************************

  

  Business response

  03/07/2024

  We spoke with the customer and we are going to send him another battery.

  Customer response

  03/18/2024

   
  Complaint: 21080262
  
  I am rejecting this response because:

  My response is that although ****** did contact me from Euroshine, there was still been no battery delivered to which Euroshine said they would send and they have still not given any response to the issues surrounding the battery. It is also my opinion that Euroshine has sent me a poorly made scooter. I was also told by ****** to disconnect the phone charger on the scooter as to this could be a reason why the battery is not working properly, this in no way gives a reason for the way the battery is operating so poorly but in any case, the phone charger doesnt disconnect from the phone holder. My resolution is to have a new scooter shipped to me at no cost to me. Again, Im standing my ground when it comes to what was told to 
  Me by Euroshine on the cost of the scooter to me for as long as I own another Euroshine scooter. I have four solid witnesses to this, this matter is not up for discussion. Thank you 

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

  

  Business response

  03/18/2024

  New battery and return label were shipped via *** on March 13th. Tracking number is 1ZW9967X4247006615. Included was a return label so that ****************** could return the old battery to us in the same box the new one will come in. The phone charger simply unplugs from the head unit via a small clip that holds the two wires together. ***************** will not be receiving a new scooter from us. However, we have made it clear that we will have the scooter returned to us and give a full refund, and he has declined. 

  Customer response

  06/17/2024

   
  Complaint: 21080262
  
  I am rejecting this response because:

  So with the advice of Euroshine, I had the charger on the scooter disconnected from the power supply and have ran tests again on both the charging of the battery and the number of times it was charged and distance travelled. Keep in mind that with no hills, the scooter has only travelled a distance of no more than five miles and the battery has then lost its power. Keeping in mind that the battery was correctly charged each time, the charger for the cell phone was disconnected, and everything was done correctly with powering the battery. So again, and I enjoy the scooter as it is my transportation source, I would like Euroshine to explain how and why this is happening as my last scooter was perfect. 
  
  Sincerely,
  
  *****************************

  

  Business response

  06/17/2024

  Euroshine has made every effort to satisfy and work with this customer on every possible issue. We are no longer going to be responding or serving this customer. Everything is documented and there is nothing further to discuss. Thank you. 

  Customer response

  06/19/2024

   
  Complaint: 21080262
  
  I am rejecting this response because:

  To Whom It May ******************** style="margin: 0px;"> 

  I wanted to respond by saying that I have attempted to work with Euroshine as I took their advice from the last message and disconnected the phone charger as they asked me to. I would also like to explain that Im not in anyway trying to be disrespectful to Euroshine, I just do now know or understand what is going on. I feel that based on this last message that the company is acting in a hostile manner. I did not wish for this situation to escalate to this point. 

   

  Respectfully, 

  
  *****************************

• Initial Complaint

  05/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Chips in glass Pots/Pans not holding up as advertised

  

  Business response

  05/12/2023

  Hi there the alleged customer has yet to provide any substantial and relevant detail regarding the cookware in question. They have no receipt, did not provide order address, order number, original purchasers name or address - nothing. At this time we have contacted the person who submitted this complaint by email and have yet to receive a response. We are more than willing to provide any and all assistance to rectify this issue if the proper information can be provided. Thank you.

• Initial Complaint

  11/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On oct 17, 2022 I purchased a scooter and was told that it would do things I need it to do. When it was delivered and I read the booklet it is not what she said.I have contacted both the lady who sold it to me and the company. Neither will call me back. I have tried several times. I want this taken off my charge and I want to return it. One piece was not all there and the axle is bent. (I also bought the bigger seat and the trailer) for a total of $3153.29. please tell them to send boxes and postage labels and return money.I cannot send a copy of receipt because it is unreadable.Thank you,***************************

  

  Business response

  06/09/2023

  This issue has been resolved and the customer refunded several months ago. 

  Customer response

  06/12/2023

   
  Complaint: 18457480
  
  I am rejecting this response because:
  I never received a call , letter from them. And I never received a refund.
  Sincerely,
  
  ***************************

  

  Business response

  06/14/2023

  We have sent you an email to try and figure out where the lapse in out customer service chain occurred. Please respond to this email.

  Customer response

  06/16/2023

   
  Complaint: 18457480
  
  I am rejecting this response because:
  I still haven't received any correspondence from them. No refund.
  Sincerely,
  
  ***************************

  

  Business response

  09/25/2023

  Hi there, we worked with the customer and her husband to get the scooter returned back to us, at no cost to them, and also made sure that a full refund was issued promptly. We apologize for the duration of time that it took to handle this complaint, however it is resolved, and the customers - while not happy necessarily - were satisfied, at last contact, with the resolution. Thank you.

  Customer response

  09/27/2023

   
  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

  11/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a Genoa Euroscooter on 8.13.22 for $2500. I contacted their representative **** at Euroshine who sold me the scooter on Sept. 30, 2022 regarding the problem with the battery only being able to hold a charge for 5 miles. I was instructed to *************** which I did. The office instructed me to make a video of me riding the scooter until the battery died. I told them Im disabled and I am unable to do that. *** sent me an e-mail asking me to send pictures of the battery instead of sending a video which I did. *** responded stating that I had over charged the battery. I have only charged the battery per the manual instructions. I was told by **** and per their website, that the scooter would go up to 36 miles per charge. I feel that they sent me a scooter with a faulty battery pack and charger.

  

  Business response

  11/07/2022

  We received the customers complaint and have sent them replacement battery and a charger. Attached is the shipping confirmation information.

  Customer response

  11/14/2022

   
  Complaint: 18335821
  
  I am rejecting this response because:

  Business did send me a new battery and charger. However, they did not make a difference in the performance of the scooter. I feel at this time that they need to do more research into the distance the scooters will go, because either they are false advertising or they shipped me a bad scooter. I regularly ride to my old firehouse, which is approximately **** miles away, I can make 3 round trips before it is dead using the new battery. (Which is no where close to the 30 mile distance they advertise on their website)I have followed all instructions for charging the battery. My personal opinion is that they need a more powerful battery pack for the dual rear motors this scooter has. Unfortunately I am unable to walk so I cant push it when it dies after a few miles. I am open to any suggestions the business would like to send me or contact me with. 

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

  

  Business response

  11/15/2022

  We are able to offer a replacement scooter. We would swap out the current scooter with a front wheel drive model. We will be in touch with the customer.

  Customer response

  11/28/2022

   
  Complaint: 18335821
  
  I am rejecting this response because:

  The last response from the business was they would contact me, this never
  happened. I did not accept their last offer because they did not attempt
  to contact me. I am disabled and cannot afford a new scooter, the consumer
  fraud place here in California said to ask you to please look into the
  claims they make for this scooter. I beg you to please reopen this case as
  I cannot walk, this company intentionally did not contact me because they
  knew it would be closed. Thank for you help
  
  Sincerely,
  
  *************************

  Customer response

  01/11/2023

  Good morning *****, thank for talking to me on Friday. Here is the last two email I sent to ***** at Euroshine. Asking him what model of scooter they were sending and on 12.19.23 letting them know I would accept their offer for the cheaper scooter, but beings I am permanently disabled I could not afford any further expenses. I'm not even exactly sure I can afford to hire someone to help me put the replacement together. The only other option I can think of is for a refund which I would accept. Thank you very very much for your help and reopening the case. It really means a lot. Please let me know you received this.I will wait to see what happens with this before contacting the ADA.
  

  
  

  

  Business response

  01/24/2023

  We are going to refund 50% of purchase price and customer has indicated he will be satisfied with that.

  Customer response

  01/24/2023

   
  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.
  
  However I would like this case to remain open until I receive payment of $1250 and check has cleared, thank you for your help in this matter.
  Sincerely,
  
  *************************

• Initial Complaint

  08/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered their Euroscooter on May 23, 2022. It was shipped to our home. The scooter will not move. I have over 50 texts and numerous phone calls to the company telling them of the problem. There has been no resolution. I called the company Friday, August 5, 2022 asking for my money back. The company told me that I would have to ship back, via a commercial semi, at my expense and once they received it they would issue a refund. I am requesting that the company pick up up the $2,655.19 scooter at their expense and issue a Cashiers Check to me for that dollar amount. The credit card I used to order has been shut down due to fraud on the card. This has been an awful experience overall.

  

  Business response

  08/25/2022

  will let customer know they can bring the scooter to the ******************** and we will swap out the scooter

  Customer response

  08/25/2022

  We have not heard from the business directly. Thank you.

  Customer response

  08/25/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  We have a ton of time trying to get the scooter to move based on their recommendations and text messages to and from this company. The scooter does not move. It does not work and never has. This scooter was meant to be a gift. Unfortunately we have had to spend money on scooter rentals at different venues. We will not spend anymore of our time or money to swap out the scooter.
  It may be convenient for the company but It is not convenient for us to drive almost 200 miles, pay for gas, wear and tear on our vehicle along with the price of state fair admission. We will not push the scooter into the fairgrounds to swap out.
  
  Again, we want our money returned to us via Cashiers Check ($2,655.19). Originally, ***** from ************, ** told ** she would come to our home and swap out the scooter. She told us that when we talked to her in ****, **. After that, when we talked to her on the phone she said that was not an option. If the company does not agree to come to our home to swap out the scooter then we want our money back. They can pick up the scooter at their expense.
  

  

  Business response

  08/29/2022

  Good morning
  
  this is ************************* the president of Euroshine
  
  i have seen the complaint, we sell thousands of scooter nationwide and we assemble ourselves demo models at each event. all scooters work.
  I assume that you maybe pinched a wire while putting the scooter together. can happen. we send a replacement scooter to our customers warehouse and she put the scooter together for you and made sure it works 100% before swapping it out.
  i am sure once we check all the wires in your scooter i will run, maybe its even a loose connection. unfortunally you could not meet her half way and she was pressed for time, going to another sales event.
  
  we are now at the ** state fair, i asked if you wanted to come to the fair and test any of our other models and we would swap. you said you can not, so we will try to make an appointment after this fair, i will send someone over to your house and pickup the scooter and we then refund you the purchase price
  no problem
  
  we want happy customers
  
  we can sell more scooters then we can get produced and once we fix the minor problem this model will go to the next happy customer.
  
  i will try to get someone to pick it up after the fair ends this sunday
  
  regards
  
  *************************

  

  Business response

  09/01/2022

  Business Response /* (1000, 12, 2022/08/25) */ will let customer know they can bring the scooter to the Minnesota state fair and we will swap out the scooter Consumer Response /* (3000, 14, 2022/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have a ton of time trying to get the scooter to move based on their recommendations and text messages to and from this company. The scooter does not move. It does not work and never has. This scooter was meant to be a gift. Unfortunately we have had to spend money on scooter rentals at different venues. We will not spend anymore of our time or money to swap out the scooter. It may be convenient for the company but It is not convenient for us to drive almost 200 miles, pay for gas, wear and tear on our vehicle along with the price of state fair admission. We will not push the scooter into the fairgrounds to swap out. Again, we want our money returned to us via Cashiers Check ($2,655.19). Originally, Betty from Eden Prairie, MN told us she would come to our home and swap out the scooter. She told us that when we talked to her in Iola, WI. After that, when we talked to her on the phone she said that was not an option. If the company does not agree to come to our home to swap out the scooter then we want our money back. They can pick up the scooter at their expense. Business Response /* (4000, 16, 2022/08/29) */ Good morning this is **** ******** the president of Euroshine i have seen the complaint, we sell thousands of scooter nationwide and we assemble ourselves demo models at each event. all scooters work. I assume that you maybe pinched a wire while putting the scooter together. can happen. we send a replacement scooter to our customers warehouse and she put the scooter together for you and made sure it works 100% before swapping it out. i am sure once we check all the wires in your scooter i will run, maybe its even a loose connection. unfortunally you could not meet her half way and she was pressed for time, going to another sales event. we are now at the MN state fair, i asked if you wanted to come to the fair and test any of our other models and we would swap. you said you can not, so we will try to make an appointment after this fair, i will send someone over to your house and pickup the scooter and we then refund you the purchase price no problem we want happy customers we can sell more scooters then we can get produced and once we fix the minor problem this model will go to the next happy customer. i will try to get someone to pick it up after the fair ends this sunday regards **** ********

• Initial Complaint

  07/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Order ****** Placed on 7/6/22. Received order 7/9/22. Ordered 2 sets of Magic Slushy cups, (Buy one get one free) so a total of 4 cups. What I received was 3 outer cups and an EMPTY BOX. Price was $9.99 per set x 2= 19.98 plus 9.99 shipping & 2.62 taxes total of $32.59. Have sent Company an email regarding the above, and am waiting for a reply. I want the inserts and the complete 4th cup.

  

  Business response

  07/18/2022

  Business Response /* (1000, 5, 2022/07/12) */ We are very sorry that there was no other cup in one of the boxes, this could have been a mistake at the factory. Of course we send you one other cup for free no questions asked. The other cup was already send out to the customer. What I do not understand is that the customer files a complaint by the BBB this should be done when this issue would no have been resolved. Anyway the other cup is already shipped this issue is resolved Consumer Response /* (2000, 7, 2022/07/14) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  03/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The problem started immediately after purchase at the Orange County fair. We bought two scooters but with less than 20 miles on them, one started lagging behind. We thought it was because my husband is heavier than me, so we let it go. But after a short while (another 3 months and 20 miles), the battery went dead. We bought a new battery from the website, thinking that the one was defective. We finally found someone who could install it. This took many calls and a 40 mile trip. Then the scooter worked for a while before it stopped charging. We finally found someone to check it out, but they couldn't find out why it wouldn't charge. It won't keep a charge. No one wants to work on it and now no one can tell us why it won't charge. We have two scooters, so we have traded off chargers to make sure that is not the problem. The second scooter works fine and has never had any work on it. We only use the scooters once a month, so time has passed without having any alternatives for getting the scooter fixed. If Euroshine could just find s person who could work on it, diagnose the problem, and fix it, we would be satisfied, even though it was obviously defective from the beginning. NO ONE WILL WORK ON IT!!!!!

  

  Business response

  03/22/2022

  Business Response /* (1000, 10, 2022/03/22) */ We talked to the customer We swap out scooter at our op coming show Then check out her complain at our shop later Customer agreed Few weeks ago I thought you knew this already Regards Consumer Response /* (2000, 15, 2022/06/10) */ Euroshine contacted me after this review and replaced the scooter. I am very satisfied with this resolution.

*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. ↩