got 2 defective hoverboards both had…
got 2 defective hoverboards both had the same issue
About GOTRAX
Data updated- Website
- gotrax.com
- Category
- Media & Publishing
- Location
- United States · Carrollton
- Status
- Unclaimed
- Last 12 months
- 102 reviews
- Replies to negative
- 66% (25/38)
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Is GOTRAX legit?
GOTRAX (gotrax.com) has a 3.4 out of 5 rating on OK.one, based on 102 user reviews collected here. It is listed under Media & Publishing and its reputation is mixed. Opinions are polarized: 58% rate it 4 stars or higher while 31% give 1 star; The business has replied to 66% of negative reviews. Last updated 2026-08-10.
What people say
GoTrax customer service promised a solution then did absolutely nothing
GoTrax customer service promised a solution, then did absolutely nothing. I don’t buy expensive items without accident protection. I contacted GoTrax immediately after ordering my GX3 to add the XCotton protection plan. GoTrax phone support reassured me not to worry, telling me: “You will be followed up by email and they will take care of it for you.” XCotton also confirmed that their policy allows protection to be purchased within 60 days of the order date, and that GoTrax simply needs to provide the payment link. Then GoTrax completely changed their story. Once the scooter shipped, they refused to add the protection plan, claiming they “can’t edit the order” once it’s in transit, even though XCotton itself says post-order enrollment is allowed. The most frustrating part is that nobody was willing to do anything to resolve it**.** XCotton pointed me back to GoTrax. GoTrax blamed their internal system. Nobody took ownership, coordinated with the other company, or even attempted to find a workaround for what should be a simple administrative task. Their only solution was for me to either: Accept a several-thousand-dollar scooter with no accident protection, or Reject delivery and pay a $150 fee. This is a customer service failure. I was promised a resolution, relied on that advice, and then received the exact opposite response when the follow-up email arrived. If something goes wrong, don’t expect GoTrax customer service to take ownership or follow through on what they promise. My order number was #504843
Can't return parts what a joke
Can't return parts what a joke. Takes forever for them to ship the product. Also you must be using Grade D lithium batteries for these scooters as the battery life is only lasting six months.
Do not care about customers
Do not care about customers. Ordered $900 e-bike. Gotrax hires Fedex for delivery and they delivered to a fence near my apartment, not address on file. Gotrax refused to cooperate and allow fedex to investigate the situation.
Excellent Scooter, Disappointing Support
The GOTRAX GX3 has been an outstanding scooter. I have ridden it for nearly 500 miles, and it has become my primary form of transportation. I use it for shopping, errands, and longer trips, and it has exceeded my expectations in performance, comfort, range, and overall build quality. If I were reviewing only the scooter itself, it would easily receive five stars. Unfortunately, my ownership experience has also included an issue with customer support. My GX3 arrived with a damaged rear fender. Since then, I have had multiple conversations with GOTRAX customer support. Every representative I have spoken with has been courteous, professional, and has genuinely seemed interested in helping. My case has been escalated several times, and I have been assured on more than one occasion that a replacement fender was being arranged. As of writing this review, I still have not received the replacement part. despite investing, thousands, I may never have a complete scooter. still, I continue to buy products from Gotrax. I purchased a second battery for my scooter and a extra tire I plan on giving my business to Gotrax for all things scootet for the foreseeable future. I just want the perspective buyer to understand that while they will get an excellent piece of equipment should something go wrong? They’re going to be on their own. I want to be fair because I truly believe the customer service representatives are doing their best with the resources they have. My disappointment is not with the individuals I’ve spoken to, but with the fact that, despite weeks of communication and repeated assurances, the issue remains unresolved. I still believe the GX3 is an excellent scooter and would recommend it based on the product itself. My lower rating reflects the support experience rather than the quality of the scooter. If GOTRAX resolves this issue and sends the promised replacement fender, I will gladly return and update both this review and my star rating to reflect that they made things right.
I received a defective scooter from…
I received a defective scooter from GOTRAX. After I requested a replacement, customer service asked me to send photos of the product and its packaging. After reviewing everything, they issued me an RMA number and a prepaid FedEx return label. I returned the scooter, provided the FedEx delivery confirmation, and their customer service even confirmed that they had received my return. Unfortunately, it has now been over two months, and I still have not received my replacement scooter. They eventually sent me a FedEx tracking number for the replacement, but the tracking status has not changed for over one month, indicating that the package has never been shipped. This has been one of the worst customer service experiences I've had. The lack of communication, excessive delays, and failure to honor their replacement process are extremely disappointing. I would not recommend GOTRAX to anyone based on my experience.
The battery degrades quickly
The battery degrades quickly. My original review was removed, which prompted me to write another one, this time with one less star. Clearly, GoTrax is hiding real customer reviews to make themselves look better. Be wary when purchasing from them.
Wrong quantity
I ordered replacement brakepads for my G4. Unfortunately the first package which should have included a pair of brakepads only included a single pad. I had to reorder. The second order had both pads included. Ultimately I replaced the pads and all is well. I appreciate the free quick shipping. The G4 is a great scooter.
Amazing product
Amazing product. My son enjoys the Hoover board. Gotrax was also very helpful when the Hoover board malfunctioned. They were amazing to send me a new one.
Order from April, received in July
I ordered this in April for when my grandsons were coming for Easter Vacation. I already received #2 Apex PRO Commuting Electric Scooters. I now received another one from you guys I have not opened it. Now, I am not sure what card you charged this from or what to do with this package
Have not received my order and it been…
Have not received my order and it been 6 days this sucks
Reply from GOTRAX2026-08-06
Hello! Please check your email as we've reached out to make this matter resolved. Best regards, GoTrax
read the recent reviews.. avoid if you can
Gotrax support realized scooter I ordered was out of stock a week after ordering and asking them why it had not shipped. They said they would cancel my order, instead they sent me some random discontinued lower end model, and now want me to pay shipping charges AND restocking fees if I want a refund. Hoping support can still come around and help here, otherwise I am out hours of time emailing and calling them and $100+ for nothing... Reading the other negative reviews, hope they can improve. Keep them accountable, if you have had to deal with this too, write an honest review here, like the other reviews, and charge back your credit card
Reply from GOTRAX2026-08-03
Hello Andrei, We corrected this matter & provided a free pre-paid shipping label to proceed with the return. Best regards, GoTrax
⚠️ Buyer Beware
⚠️ Buyer Beware – Think Twice Before Buying GoTrax I purchased two brand-new GoTrax scooters, and both arrived covered in scratches. On top of that, one of the display screens was already delaminating straight out of the box. I contacted GoTrax expecting them to stand behind the products they shipped. Instead, I was told that scratches, paint imperfections, and other cosmetic defects are not covered under their Limited Warranty. Their only suggestion was to return the scooters under their return policy. However, that means the customer is responsible for paying the return shipping costs and any applicable restocking fees—even when the products arrive damaged or defective in appearance. So, if your brand-new scooter shows up looking used, scratched, or with cosmetic issues, don’t expect GoTrax to make it right without it costing you even more money. When I buy a new product, I expect it to arrive in new condition—not looking like it’s already been handled or returned by someone else. Good quality control and good customer service should prevent situations like this. Based on my experience, I cannot recommend GoTrax. There are plenty of companies that stand behind their products and treat customers far better after the sale. Buy at your own risk.
I rarely write negative reviews
I rarely write negative reviews, but my experience with Gotrax has been disappointing enough that I feel others should know before purchasing. I recently purchased the G3 Long Range scooter. After riding it only a couple of times, I immediately noticed how incredibly loud it is. It emits a high-pitched whining noise while riding that is much louder than I expected from an electric scooter. Had I known this beforehand, I never would have purchased it. I contacted Gotrax to request a return and provided the photos and videos they requested. Their response was that the scooter is “operating as expected” and that the G3 is simply one of their louder models. That’s information I wish had been disclosed before purchase. What makes this more frustrating is their return policy. I was told I would need to pay to pack and ship the scooter back at my own expense, plus pay a 30% restocking fee. Depending on their inspection, there could also be additional charges if they determine it is not in “new” condition. By the time I account for shipping and the restocking fee, I’m looking at losing roughly 60% of what I paid simply for trying a product that I rode a handful of times. Ironically, I did my due diligence before buying. I watched numerous videos and reviews of the G3 Long Range scooter, but I later realized that virtually every video has loud background music or voiceovers. I couldn’t find one that simply demonstrated what the scooter actually sounds like while riding. Had there been an honest audio demonstration, I suspect many buyers would think twice before purchasing. I’m not claiming the scooter is defective - Gotrax has made it clear during the return request that this noise is normal for this model. My issue is with the lack of transparency around what customers should expect and the punitive costs associated with returning a product that doesn’t meet reasonable expectations. Buyers should be aware of two things before purchasing: it’s significantly louder than many people would expect from an electric scooter, and returning it can be extremely expensive. I wish I had known both beforehand.
Do yourself a favor
Do yourself a favor: stay away from GOTRAX. This has been one of the most frustrating purchasing experiences I have ever had. A company that sells electric vehicles should be prepared to support customers when something goes wrong, but GOTRAX completely failed in that basic responsibility. My order was placed on July 7, 2026, and I am still waiting with no clear answer. Their tracking information and app updates keep changing from day to day, making it impossible to know what is actually happening. Instead of providing real solutions, their customer service team gives slow responses, avoids accountability, and leaves customers feeling abandoned. The worst part is that when the product has problems, replacement parts are either unavailable or extremely difficult to get. What kind of company sells electric bikes but cannot properly support repairs and replacement components? A reliable company is measured by how it treats customers after the sale — and GOTRAX has shown a complete lack of professionalism and responsibility. I regret buying from this company. I will never purchase another GOTRAX product again, and I strongly recommend others think twice before spending their money here.
I had a broken right brake on an e…
I had a broken right brake on an e bike. I had purchased the warranty and it expired maybe couple months prior to it breaking off; however the customer service for GoTrax was very attentive and speedy in replying with the necessary steps to get it replaced and it was replaced with no time at little cost. Thanks again!
Still waiting package lost and they…
Still waiting package lost and they don't care... Received way late. These guys are useless.. wish we would have bought somewhere else. PEOPLE BEWARE.
Reply from GOTRAX2026-08-06
Hello! Please check your email as we've reached out to make this matter resolved. Best regards, GoTrax
Terrible customer service beware buying from them
Deceptive Checkout Process — Buyer Beware I was browsing the Gotrax website on a Sunday evening and accidentally placed a full order for $382 when I was trying to explore financing options. The checkout process collected my card information before showing me the payment plans, and before I knew it the order was placed in full. I immediately sent an email that same night requesting a cancellation. I was then told that cancellations are only processed Monday through Friday during business hours — yet their website takes orders 24 hours a day, 7 days a week. That’s a complete double standard. By Monday morning my order had already been processed and shipped with no way to stop it. My same-night email meant nothing to them. I filed a complaint with the Better Business Bureau and I’m not alone — Gotrax currently holds an F rating with 189 unanswered complaints. As of Tuesday it's still sitting with only a label. For some reason, they can't cancel the order even though it hasn't been shipped.
Reply from GOTRAX2026-08-06
Hello! Please check your email as we've reached out to make this matter resolved. Best regards, GoTrax
I accidentally ordered the wrong tire
I accidentally ordered the wrong tire. I emailed them and they promptly got back to me and said they’d send the correct one. I was very pleased!
Great customer service
Great customer service! Every time I've needed help, the team has been quick to respond, easy to work with, and very helpful. Warranty replacements have been handled smoothly, and they've made the whole process simple. I really appreciate the support and would definitely recommend GoTrax based on my experience.