Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/05/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  06/16/2023 was the initial purchase date of when I purchased the scooter not only a month after that I received issues with the charger sent the unit back to the headquarters only for them to tell me that they would not be able to fix it and then returned it to me in the mail and I've been holding on to this broken unit ever since all I wanted was an exchange because of a faulty charger issue which I don't have record of now because I lost the cell phone that I initially did the report on but if you look on their app there's a record of it of me going back and forth with them from July of 20 23 until early 2024 and I've since have not touched the scooter or written it or anything and all I wanted was an exchange or a replacement. Dealt with very poor customer service issues on their end with them not returning my emails or calls or responding to the apps troubleshooting portion. If someone can please reach out to me regarding this issue that will greatly be appreciated.

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested a repair for a part due to a error code and they are asking for a credit card or the box it came in with a proof of purchase. As the Detailed clauses reads I only need to show the after warranty paper. They tried to send me a $2000 coupon which was fake and continue not back the warranty they wrote up. I am disabled due to a ankle injury and I use the scooter for mobility and now I have to walk which is causing further damage to my ankle and hip.

  Business Response

  Date: 06/24/2025

  The customer contacted ********************** on April 24, 2025, reporting an issue with their ES40 scooter, specifically Error 9E, indicating a throttle failure. The case was approved for warranty coverage, and the customer requested the replacement part be shipped directly to them. While they provided all necessary details, they did not include a copy of their purchase invoice.
  
  Since the scooters warranty period (612 months, depending on the part) is determined by the purchase date, OKAI requires proof of purchase from an authorized dealer to proceed. The customer stated they bought the scooter at Best Buy but could not locate their receipt. We advised them to contact Best Buy, as they retain transaction records and could provide a copy. As an alternative, we made an exception and offered to accept a credit card statement showing the Best Buy purchase.
  
  However, the customer declined to provide either document. At this point, we informed them that they could purchase the part out of pocket if they wished to resolve the issue. Ultimately, two different solutions were presented to the customer to address their scooters malfunction.

  Regarding their claim about us attempting to send them a "$2,000 coupon", I have no record of such an offer and am unsure what they are referring to.

• Initial Complaint

  Date:05/28/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This has been opened s***e May 9th - No one has responded to email. I had one missed call on 5/28 and called back and cant get anyone on the phone to reslove this issue.I havent been able to utilize my ebike. My app says the bike is bound (picture attached) and the battery is charged per the video attached but the screen will not turn on. When it does turn on, it is sporadic and says the battery is at 90% (even though I never stopped charging it) and I can not connect or turn the screen off.I believe there is an issue with the battery. I believe once it isnt bound, the battery issue may still exist. I have answered the questions below.From: Okai *** <****************************************************************************>?Hi OKAI RIDER, Thank you for contacting OKAI and we apologize for any difficulties you have encountered with your OKAI product. In order to assist you more effectively, we kindly ask for detailed information regarding the issues you are facing with your OKAI Product. Furthermore, it would greatly assist us if you could provide the following details:Full name - **** ******* A copy of your invoice - See attached The model number - 0K220420000532 Pictures or videos that could aid us in assessing the situation. - Please see the video attached to this email. It shows the green light for the fully charged battery. I also show how the bike will not turn on. By providing this information, .we will be able to gain a better understanding of your concerns and provide appropriate assistance.****** *., **************** Manager

  Business Response

  Date: 06/10/2025

  Case #***** ************************ Approved
  
  We received the customer's inquiry on May 20, 2025 (Case #******, and our technical team has completed their review of all submitted information. The case has been approved for battery service under the manufacturer's warranty.
  
  We've provided the customer with:
  
  Detailed service instructions
  
  A prepaid ***** return label for shipping the battery to our service center
  
  The battery will be either serviced or replaced upon evaluation at our facility.

  Customer Answer

  Date: 06/15/2025

   
  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

  Date:03/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase my OKAI scooter 06/28/24. I contracted the company ******* less then a year later it wont power on. Im still within the one year warranty policy but everytime I contact them, they say to email them but I never get a response. I called them today to see about talking so someone higher up and they person I spoke with said that isnt possible. They seem very shady and arent even following there own policies when it comes to there warranty promise.

  Business Response

  Date: 03/26/2025

  We've opened a new case (#*****) to thoroughly address all of the customer's concerns regarding their *************************** scooter. For their reference, we've sent an email with complete details directly to them

• Initial Complaint

  Date:10/17/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BBB: Please send me an email instead of mailing responses to me.Why?Sometimes the local post office either deliver the mail to the wrong address or missplace it alltogether.BBB and OKIA: I prefer email, I have a speech disablity.MAIN COMPLAINT:I placed an order on 10/12/24.I canceled the order on 10/13/24 and on 10/14/***** ************** (10/16/24), I received an email from them that my "Canceled" order has been shipped.When I check my account, I still have not recieved a full refund.

  Business Response

  Date: 10/21/2024

  We reached out to the customer and informed him that we have no record of a cancellation request. We also let him know that once the battery is delivered on 10/23/2024, he can contact us using Case #****, and we will provide a prepaid ***** label for returning the battery for a refund.
  

• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The date of original purchase was 06/14/24 the amount was $84.43 I purchased a charger for an OKAI neon pro (electric scooter) the one I received will not plug into the scooter, I have looked at the charging port and can not see anything blocking the port. I am not sure if the charger that i received is the correct charger for the scooter, it does not match the original charger that came with the scooter. OKAI has been slow about letting me know of my options to have the scooter either looked at or anything at all. I will also add that the charger I was sent does not match the picture of the charger they have listed for the ES30 on the website.

  Business Response

  Date: 08/13/2024

  The customers case was approved for Warranty coverage. Instructions including a ***** Prepaid label have been email directly. 

• Initial Complaint

  Date:04/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an OKAI scooter 12/26/23 from Best Buy. Contacted OKAI 3/27/24 about warranty since scooter no longer powered on. After almost 2 weeks of emails and what felt like them giving me the run around they tell me to supply packaging and find a location that will ship with batteries. Then they said I could find a local repair shop and they will pay for repair. Local repair shop said they require a $100 fee for diagnostics, and most times never hear from companies for payment. If I choose to ship, packaging for scooter will be expensive, and I cant even guarantee theyll fix the scooter within their 4-6 week timeline, if at all. Im requesting a refund for the scooter, and I will not purchase another product from this company. I have a feeling they make it difficult for customers to get a warranty replacement so well just forget about it and they wont be out of money.

  Business Response

  Date: 05/08/2024

  Case#****

  The customer's scooter was authorized for repair under the manufacturer's warranty on April 7, 2024. . We issued detailed shipping instructions and a prepaid ***** label to the customer on April 9, 2024, for sending the scooter to our repair center. The warranty covers the scooter for a period ranging from 6 months to 1 year, depending on the specific part. We will handle all expenses associated with labor, parts, and shipping to and from our repair center. However, we do not provide replacement shipping boxes, as it is advisable to retain the original box for the duration of the warranty period. If the original shipping box is unavailable, the customer is responsible for sourcing an appropriate box along with packing materials. While we are dedicated to resolving this issue promptly, please note that the process may take between 4 to 6 weeks.
  
  Should the customer choose to have the scooter serviced at a local repair shop, they only need to locate one and furnish us with all the relevant contact information. Our technicians will then coordinate with the chosen shop and dispatch the necessary parts for the repair. Upon receipt of the parts by the shop, we will notify the customer to deliver the scooter. Payment to the shop will be handled directly by OKAI once the repair is completed, and the customer will be notified to collect the scooter. 

   

   

   

   

  Customer Answer

  Date: 05/10/2024

   
  Complaint: 21583187
  
  I am rejecting this response because:
  
  I should not have to come out of pocket for packaging materials for a warranty repair. The company also states if not packaged properly they can deny warranty repair when received. I contacted a local repair shop and they charge $100 to diagnose, then perform repair. I will not come out of pocket and hope that OKAI will reimburse for the diagnostic and repair. I am simply asking for a refund for my purchase of the scooter, not another explanation of the warranty.

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

  Business Response

  Date: 06/10/2024

  ********************************* case was approved for scooter repair under the manufacturer's warranty. On April 9th, 2024, a ***** prepaid label was issued for the scooter to be sent to our facility for servicing. The manufacturer's warranty extends for 6 months for the battery and 12 months for the motor, controller, headlight, brake light, LED lights, throttle, display, and wire harness. OKAI will bear the expenses for shipping to and from the customer's address, parts, and any associated labor costs for the repair. However, the cost of shipping materials is not covered, as it's advised to retain the original box throughout the warranty period. The scooter must reach our center before the warranty expires. 
  
  

• Initial Complaint

  Date:02/22/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have purchased an okai electric scooter from Best Buy when I received the item I did not open it right away because it was a Christmas present for my son. When we opened it the scooter was defective and unresponsive impossible to start the scooter I called Best Buy about 20 times and they told me there was nothing they could do because the 2 weeks returned policy had past and to contact okai *** because they have a year warranty on their products. Which I did. It was very difficult because they rarely answer the phone I got finally to get a case number *** 2552 they said that they first want to try to have the scooter repaired by a local shop here in *****. They send twice the wrong parts and now say they are out of stock for these parts needed and are waiting to find a used scooter to send these parts. The repair shop has tried their best with very little help from the company. I ask okai to send me a new scooter since they said they would send a new unit if they could not repair this one. Yet nothing has been properly done in a timely matter they refuse to send me a new one and no one wants to refund me and since they do not have the parts they cant repair it.

  Business Response

  Date: 02/28/2024

  The customer reached out to **********************, reporting issues with her OKAI scooter. We approved the warranty repair and instructed her to send the scooter to us using the provided ************* label. We informed her that the repair typically takes 4-6 weeks.
  
  Facing difficulty in boxing the scooter for shipping due to its size, she expressed her concern. In response, we located a repair shop conveniently situated just one block away from her residence. The repair shop graciously picked up the scooter from her location. Upon diagnosis, it was discovered that an incorrect part had been shipped. Our technicians promptly identified the correct part and shipped it without delay.
  
  The repair was successfully completed, passing all diagnostics on February 23rd. The customer was promptly notified by the repair shop that her scooter was ready for pickup.

   

  No other issues were reported. 

• Initial Complaint

  Date:01/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son was almost hit by a car because of their electric scooter broke in the middle of an intersection. I have been trying to contact them over 10 days. They reply my emails after a few days like 'what is the problem?' or ' fix the scooter by yourself' etc, and never even acknowlege the fact their scooter dangered my son, nor trying to solve the problem. The only person I can talk to is a guy named ***** who doesn't even have an access to look up my case. And there is no case I found out. The scooter is now in 2 pieces, it is under warranty, I want the money back.

  Business Response

  Date: 02/14/2024

  The customer was contacted on January 23, ****, and the scooter was delivered on January 30, ****. Our team of technicians determined that the scooter malfunctioned due to the lack of proper servicing and securing of the screws on the main Bar Clamp. Instructions for tightening the screws can be found in the user manual and on physical stickers located on the bar itself.Because the s**** broke off from the tube, it could have jeopardized *************. As a precaution, our team opted to replace it with a certified refurbished scooter, which was shipped via ***** on February 7, ****.
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am financing an electric scooter through ****** home plus from the company. I made the purchase online October 22,2023. It was to be delivered 3 to 5 days took. Didn't receive the scooter until November 14,2023. It doesn't work properly. Turns on when wants to . But all I get from company is have to put in managers request. Been the same answer every time I call them about scooter. ***************** for ***** can't do anything because it's an online order. All they want is my money but won't fix scooter. Not paying for something that doesn't work. Especially when company is not doing anything about it. What can I do or can use do to resolve this. If they want there money they will get it when and if scooter is working properly as it should.

  Business Response

  Date: 02/14/2024

   
  The customer reached out to us on January 24, ****, regarding issues with his OKAI ES20 scooter. His case was assessed and approved for a warranty repair. He was sent an email with shipping instructions and a ***** prepaid label on both January 24, ****, and February 14, ****. Once we receive the scooter, our technicians will perform the necessary repairs and return it to him using ***** Ground.