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: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.

  Was riding my jetson e-bike I just purchased around thanksgiving an it just quit working on me I walked it home put it on charge and it lit up but died again had to be the battery or the controller on the throttle itself maybe

  Business Response

  Date: 07/25/2025

  Hello ********,

  Thank you for bringing this matter to our attention. Our primary goal is to ensure every customer is assisted to their full satisfaction. I will make sure that a Team Lead reaches out to the customer promptly to address and resolve the issue accordingly.

  Thank you

  Jetson Customer Care 

• Initial Complaint

  Date:05/27/2025

  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.

  Hello, I want to speak about my experience with JETSON. I recently purchased an electric race car for my son on his birthday from Jetson through samsclub for $473 nov 2 arrived November 7th. We rode it for the month of November some of December then had to store for winter, heres may and we tried using it again but wouldnt start after charging for a week. I reached out to Jetson and spoke through email sending all information that was needed. I was then told its nothing they can do because of 90 days. Not even a replacement part was told to buy another battery which is $200. We have had this item for 6 months stop working after 2 months. Someone please help us find a solution was told to dispute but bank doesnt honor disputes that far long back.

  Business Response

  Date: 05/30/2025

  Hello *******

   

  Thank you for bringing this matter to our attention. Our top priority is ensuring that every customer is taken care of to their satisfaction.  Upon reviewing the customers account in our system, I can confirm that Team Lead ****** has already assisted the customer with a resolution. A store credit in the full amount paid for the Jetson JVOLTX-BLK purchased at **** Club has been issued.  This store credit does not have an expiration date and can be used at ******************************. The store credit code has been emailed directly to the customer for their convenience.

  Thank you 

  Jetson Customer Care 

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair 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.

  Ive contacted support regarding scooters not working sent them all documents they ask for they stated my scooter is out of stock and can either send me a gift card or a scooter of lesser value not age appropriate for my kids . The scooters are under warranty and i told them on their website there are scooter that are more age appropriate and equal to the ones i purchased they said they can only offer the one that isnt age appropriate my kids are 11 and 14 and the scooter they want to send is for 8+ . The scooter i purchased it for 12+. I ask for then a refund bc why would i want to put money into scooters that are stil under warranty and why would i want to purchase again when clearly their warranty means nothing.. i would just like a refund at this point

  Business Response

  Date: 05/23/2025

  Hello ******,

  Thank you for bringing this matter to our attention. Our primary goal is always to ensure our customers are assisted to their full satisfaction.  After reviewing the customer's account in our system, we can confirm that we have already issued two warranty replacement units for the customer's scooters. These replacement units have shipped via **** and the tracking numbers are as follows:

  ******************
  ******************
  
  We believe we have fully addressed the customers concerns by honoring the manufacturer's warranty and providing timely replacements. If there are any additional concerns or questions, we remain available and committed to helping resolve them.

  Thank you 

  Jetson Customer Care

  Customer Answer

  Date: 06/03/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ********* ********
  
  
  
   
  
  

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair 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.

  Purchased the ****** model electric bike. The keys do not function. They fit, but do not turn. The customer service agent will not offer me a replacement. I either want a functioning key or a new battery with a key.

  Business Response

  Date: 05/05/2025

  Hello *******,

  Thank you for bringing this to our attention.  We will have one of our Team Leads reach out to the customer directly to assist with this matter. After reviewing our system, we were unable to locate any record indicating that the customer had previously contacted us for support.  Our goal is to ensure every customer receives the assistance they need and is fully satisfied with their experience. We are committed to providing timely and effective resolutions for all concerns brought to our attention.  

  Thank you

  Jetson Customer Care

  Customer Answer

  Date: 05/06/2025

  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 and the matter has been resolved.  I was contacted by the company and was informed that the wrong key was supplied withe the bike and they will ship me the proper key.
  
  Sincerely,
  
  ******* *******
  
  
  
   
  
  

• Initial Complaint

  Date:04/16/2025

  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 bought the Jetson LX10 e-bike (JKLX10-2BLK) 11/6/24 at a local retailer for my sons b-day. The bike was not used much over the winter, but we started having issues with the brakes once the weather warmed up in the Spring, despite it always being stored indoors. I contacted Jetson customer support as it was past the return window from the retailer. The Full 1 Year Warranty-************* from Jetson was a big reason why I purchased the bike, but it proved to be nearly worthless. I provided the receipt and Serial # promptly as requested, but after over an hour on hold, was told that the bike was not covered under warranty. I provided pictures from the box / paperwork that stated otherwise, but was then told that the warranty was not valid because it was not purchased from an authorized retailer. Nowhere on the packaging / paperwork did it say anything about the warranty only applying to purchases from authorized retailers, and I repeatedly asked the representative where this info / list was, but she was never able to show me where that was stated, only to say that the list didnt include the retailer I purchased from. After providing pushback, she then shifted her answer to say that the 1 year warranty period had already surpassed. This was also not accurate as I had just purchased it 5 months prior, so after a lengthy back-and-forth, along with a request to escalate the case to a manager, she stated that they could issue a one-time replacement, although that would be several months as the bike was out of stock with no timeline for restocking. Instead of then issuing a refund or providing a comparable product as a replacement, I was told to check back on their website over the next 4-8 weeks. Overall, I thought I was buying from a reputable company that made quality products, but that has not been the case so far as they have tried every possible angle to avoid honoring their warranty, which is both unfair and deceptive to their customers.

  Business Response

  Date: 04/25/2025

  Hello ******,

  We appreciate you for bringing this matter to our attention. Our primary goal is always to assist our customers, whether through warranty support or ensuring overall satisfaction.  After reviewing the customer's information in our system, I can confirm that we have processed a replacement for the unit with the Jetson JBOLT-BLK under order number *********** Once the order ships, a tracking number will be sent to the customer via email.

  Thank you 

  Jetson Customer Care

• Initial Complaint

  Date:01/08/2025

  Type:Product 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.

  Jetson Electric issued a recall on the Rogue Hoverboard due to the fire risk. I submitted all information for the recall and to get the posted refund on 5/17/24. I have received absolutely NO communication from them since. I've sent additional follow-up emails on 9/4/24 and 12/12/24 to their support team email with no replies. They are still operating and selling products but clearly are ignoring their recall, even though it's still posted on their website today.I want the posted refund and to get rid of this hoverboard sitting in my room for 7 months now that should be trash. Please help!

  Business Response

  Date: 01/17/2025

  Hello BBB Complaint Services,

  Thank you for bringing this to our attention. We apologize for any inconvenience the customer has experienced. I will ensure that a Team Lead contacts the customer within 24 hours to provide further assistance and work toward a resolution.

  Thank you

  Jetson Customer Care

  Customer Answer

  Date: 01/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  ****** from their support called me while I was in a meeting on Friday 1/17. She left a voicemail that she would send me an email and left no contact information. I never received an email. On Wednesday, 1/22, I decided to call the number back she called from. I spoke to someone else (didn't get her name) who told me they would send an email to me to gather more information and would not take any information over the phone, or confirm they received my initial submission in May. Yet again, I have not received any email. It feels like they are only calling because I submitted this complaint, but aren't actually working to refund me.

  Thank you,

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

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 05/05/2025

  Hello Dispute Resolution Services,

  Thank you for bringing this matter to our attention. We apologize for any inconvenience or frustration this experience may have caused. We value every customer and always strive to resolve any concerns as quickly and fairly as possible. It is never our intention to leave our customers feeling dissatisfied, and we appreciate the opportunity to address and clarify the situation.  Upon thoroughly reviewing the customers account in our system, we can confirm that a refund in the amount of $100.00 was processed on April 7, 2025. We understand that the refund may have taken longer than expected, and we acknowledge how delays like this can be disappointing. Unfortunately, the delay occurred due to unforeseen circumstances.  Please know that we are consistently working to improve our internal processes to ensure a smoother and more efficient experience for all of our customers. We remain fully committed to providing the highest level of service and support.

  Thank you

  Jetson Customer Care

  Customer Answer

  Date: 05/05/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******* ******
  
  
  
   
  
  

• Initial Complaint

  Date:12/10/2024

  Type:Service or Repair 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.

  I am filing a complaint against Jetson Electric for selling a defective product and failing to provide adequate customer service or warranty support.Product: Jetson Shield Scooter (Model: JTGESC-NAV)Purchase Date: December 2023 Price: $449 The scooter, purchased as a Christmas gift, was lightly used (2-3 rides) and stopped charging by March 2024. Attempts to contact Jetson for assistance have been frustrating:******* Support: Calls lead to long hold times before disconnecting with no *********** Support: Initially only an AI chatbot provided repetitive, unhelpful information.3.Human Agent: The agent confirmed the scooter has a defect requiring replacement but said the warranty was only six months, not the year I believed. I was also informed there are no authorized repair centers near me.The agent then offered a 10% discount on a new product. This is unacceptable for a nearly new scooter that has only been ridden a few times. Jetson has not issued a recall for the defect, despite acknowledging the issue.Desired Resolution: I am requesting a replacement or full refund. A discount on another product is inadequate given the circumstances and poor support.

  Business Response

  Date: 12/19/2024

  Hello BBB Complaint Services,

  Thank you for bringing this matter to our attention. Our primary goal is a commitment to ensuring that every customer concern is resolved to their complete satisfaction. I will request that one of our team lead reach out to the customer directly within 24 hours. They will provide additional support and present available options, ensuring that the customers concerns are addressed thoroughly. We are dedicated to delivering a resolution that not only meets but exceeds the customers expectations. Please rest assured that we will take all necessary steps to ensure the customers full satisfaction with the final outcome.

  Thank you

  Jetson Customer Care

  Customer Answer

  Date: 12/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and the company has offered to replace the product. I find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******** ******
  
  
  
   
  
  

• Initial Complaint

  Date:11/19/2024

  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 ordered a product 2 years ago from ******************************. It was damaged and they had no replacement parts or the item. I was given a store credit of $99 (even though I spent $129) to purchase when the item came back into stock. Two years have gone by and the item has never been available. I have tried to purchase other items and use the store credit, only to be told after making the purchase that the item isn't available. I would like my actual money returned and not just a store credit since they cannot provide the actual service.

  Business Response

  Date: 12/19/2024

  Hello BBB complaint services,

  Thank you for bringing this matter to our attention. We apologize for any inconvenience caused during this process. After reviewing the customer's account in the system, we can confirm that we have already provided a resolution by replacing the unit, as well as, canceling the store credit that was issued in the amount of $99.00 and issuing a refund. We hope this has addressed the customer's concerns and resolved the issue to their satisfaction.

  If there is anything further we can assist, please dont hesitate to reach out. We are committed to providing excellent customer service.

  Thank you

  ******************** Customer Care

• Initial Complaint

  Date:11/11/2024

  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 purchased a Jetson Bolt on 4/10/24, and it only lasted two months before it stopped carrying my weight. At the time, I weighed 215 pounds. The weight limit listed on the product was 265 pounds.The Bolt alone cost $398.00, but I opted for the ******* protection plan, which was $38, and with tax the purchase ended up being $471.97. This isnt including all the money I spent repairing the tires, which immediately started giving me issues, or all the money I had to spend Ubering to and from work when the product failed.I tried first to navigate through the ******* protection plan, and I took the bike to a local repair shop. They confirmed that nothing was wrong with the engine, it simply did not carry up to its advertised weight limit. It worked fine for smaller individuals. Because the issue was with the product itself (it didnt break, it was simply a defective product that did not function as advertised) the ******* protection plan could not make me whole. They suggested I contact the manufacturer.After some back and forth, Jetson offered to give me a Jetson gift card for a refund, but I told them that would be an unacceptable resolution because I have no desire to purchase another bike from them, since theyve proven their device to be defective. I let them know that a refund would be an appropriate solution, given that I do not trust their product and will never purchase from them again. They said that because I purchased from ******* and not Jetson itself, they could not give me an appropriate refund. I asked them to escalate, and pointed out that they still got paid for my purchase of the Bolt, that it was their companys choice to allow ******* to sell their bikes, and I still wanted a refund. After that, they stopped responding to emails, even though I tried to follow up.Thank you for your help. This has been a long and frustrating journey.

  Business Response

  Date: 12/19/2024

  Hello BBB Complaint Services,

  Thank you for bringing this up to our attention. We apologize for the delay in resolving this matter and any frustration the customer had faced with their Jetson Bolt bike.  We understand how important it is for the product to meet expectations and performance. After reviewing our records, we were unable to find any similar cases where the Jetson Bolt bike was unable to function correctly as advertise despite being rated for a 265-pound weight limit.  Since the item is still under the manufacturer’s warranty, we offered to replace it with a brand-new unit, allowing us to retrieve the original bike for further inspection by our Quality Control team. We also assured the customer that all shipping charges would be covered. Alternatively, we provided the option of a store credit for the purchase value, in case a replacement was not suitable.  Unfortunately, the customer declined both options.

  We understand that the customer prefers a monetary refund. However, because the purchase was made through a retail store, we advised reaching out to the retailer for assistance with a refund.  As we have not encountered this issue before, we remain confident in the quality of the product.  Again, we more than happy to either replace the bike with a new one or issue a store credit to resolve the matter. Our priority is ensuring customer satisfaction, and we are committed to finding a solution that addresses their concerns.

  Thank you 

  Jetson Customer Care

  Customer Answer

  Date: 12/22/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved 

   

  
  

   

  
  

   Walmart refused to take the scooter back with the warranty as the warranty also only requires they give me a new scooter, but there is no world I would ever need a new Jetson Bolt scooter. Especially when it literally can not even perform to the standard written on its own packaging. 

  
  

   

  
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 12/31/2024

  Hello BBB Complaint Services,

  Our priority is ensuring customer satisfaction as we are committed to finding a solution that addresses their concerns.  We have not encountered a similar situation with other customers where the Jetson Bolt bike was unable to function as advertised despite its 265-pound weight limit. We understand how important it is for the product to meet performance expectations. To resolve this, we are happy to offer either a replacement unit or a store credit. The store credit can be used to purchase any product of their choice and does not have an expiration date.

  Replacing the unit will also allow us to retrieve the original bike and have our Quality Control team inspect it to identify any issues. Additionally, we assured the customer that all shipping charges would be fully covered.

  Thank you 

  Jetson Customer Care

• Initial Complaint

  Date:10/22/2024

  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 bought a Jetson Electric bike Nov 30 2023 from ******. I first used the bike in the spring of 2024 and I noticed that the battery was dying very quickly, so I reach out to Jetson/Tru Ride Tech for warranty repair on July 12 2024. The agents confirmed I was entitled to the warranty but said they cannot replace or repair the bike because I live in ****** and their offices are in the **. They confirmed that they will instead send me a **** gift card within a few days for the amount I paid. In August, I reached out to them to let them know I never received the **** gift card and they said their systems were down and they could not process it now but they will reach out to me once the system is working. On Sep 30, 2024, I reached out them again because they had not contacted me. The agents said they are no longer sending **** gift cards but they can send me a bank transfer. I sent them my banking information directly printed from my bank. Then they responded saying I should instead return the bike to ******. I asked them to honour the warranty because they had already collected my personal and banking information and they already told me they would refund me. On Oct 3 2024, the agents confirmed by email that they have issued my refund and I should receive it within 10 business days. On Oct 21, 2024, I followed up with Jetson/Tru Ride Tech to let them know I had not received the refund to my bank. The agent I spoke to said that the refund is not processed, it is pending approval by the accounting department and there was no clear time as to when the matter will be resolved. I asked to speak to a manager but they "could not transfer me to a manager" so they said someone will give me a call back in 24 hours. I am looking to get the refund that was promised to me in the amount of $452 as well as a warranty replacement for my defective bike.

  Business Response

  Date: 10/31/2024

  Hello BBB Complaint Services,

  Thank you for bringing this matter to our attention, and we sincerely apologize for the issues the customer has experienced. We appreciate the detailed information theyve provided and are committed to resolving this as swiftly as possible.
  Due to logistical challenges, we currently cannot offer direct warranty replacements to ******, which initially led us to propose a **** Gift Card as compensation. However, given difficulties in processing the **** card, we offered an ACH transfer, which unfortunately can only be completed in the **** We then suggested a wire transfer to accommodate the customers location in *******

  To move forward, we have sent an email outlining the information required to process the wire transfer. Were waiting for the customer's response to finalize the details and ensure the refund is completed. Once we receive the necessary information, well prioritize this transaction to bring the matter to a close.

  Jetson Customer Care