Complaints

This profile includes complaints for Traxxas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Traxxas

  6250 Traxxas Way McKinney, TX 75070-2424

  
• 

  Traxxas, LP

  Private New York, NY 10001

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:04/15/2024

  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 ****** in parts and never received my ordered tried to call but no answer, Traxxas never returned my money of ******.

  Business Response

  Date: 04/18/2024

  The customer placed an order on ************************** on Saturday March 30, which was shipped same-day via the expedited shipping method chosen at checkout. Unfortunately, the customer was misinformed on the delivery estimates for expedited packages and expected it to arrive sooner than was advertised. Expedited shipping on Traxxas.com specifically states orders will deliver in 2 -3 business days and will not deliver on weekends. Since the order was placed on a weekend the shipment day is considered Monday 4/1, and the delivery estimate from *** was 4/3, within the advertised 2-3 business day window shown during the checkout process.
  
  We attempted to explain this during several calls with the customer on 4/2 between 9 and 10 am Central Time; however, were unable to provide these details before the calls were ended.
  
  The customer then stated via email they had disputed the payment transaction with their bank. Due to this, we recalled the order and had *** return it to our facility. On 4/8 we processed a refund for the customer minus the shipping charges.  

• Initial Complaint

  Date:03/19/2024

  Type:Customer Service 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.

  Terrible customer service. Purchased 2 Latrax Rally. Ran great the 1st 2 times but we wanted a more powerful longer lasting battery. So I ordered 2 directly from Traxxas that they listed as the replacement for the Rally. Swapped out one battery and the car went from going 25 mph to 8 and smelled something burning. Requested a refund on the batteries and the answer was nope, you opened the box. Both cars are now damaged now too as they swore up and down that it was the correct battery. I've Purchased several Traxxas models over the years but never will again.

  Business Response

  Date: 03/26/2024

  We are sorry to hear the customer had a frustrating experience with their recent purchase. The battery purchased by the customer,part number *****, is compatible with the LaTrax Rally. Unfortunately, the customer experienced a motor failure shortly after using the replacement battery. This was simply a coincidence or bad luck, not caused by the replacement battery itself. While we do not offer refunds on items once they have been opened and used, we did offer to send the customer a replacement motor free of charge to get their Rally running again. The customer chose to decline this offer. 

  Customer Answer

  Date: 03/26/2024

  I am rejecting this response because:   The same thing happened on both of my LaTrax Rally cars, 1 with each of the 2 batteries that Traxxas claims works with these cars.  That is not a coincidence, that is a problem

  Business Response

  Date: 03/27/2024

  We have no record of a reported second motor failure, only the single issue with the one vehicle. LaTrax Rally is one of our most popular entry-level models and the only battery we offer for sale is the one purchased by the customer. Thankfully, that battery is fully compatible with these models. We closely monitor reports of product failures and motor issues overall are simply not a common occurrence with either the factory battery or the optional replacement pack. 

  Customer Answer

  Date: 03/27/2024

  I am rejecting this response because:   No resolution offered.  I have already returned the damaged cars via the method of purchase. I want a refund for the batteries plus shipping at the price I paid.  Considering your reviews and BBB rating, I do not believe you nor does it even remotely make sense when it happened to both cars

  Business Response

  Date: 05/15/2024

  While we appreciate the time taken to provide feedback, we disagree with the opinions that no solution was offered and the battery is not compatible with LaTrax Rally. As explained previously, we do not offer returns on items once they have been opened and used; however, we did offer to replace the failed motor completely free of charge. Furthermore, LaTrax Rally has been a popular model for nearly 10 years, and the only compatible replacement battery ever offered is the one purchased by the customer. There is simply no compatibility issue. 

  Customer Answer

  Date: 05/15/2024

  I am rejecting this response because:   They took no accountability for the issue and offered no monetary solution.  They only offered a new motor which their battery destroyed.  This aligns with numerous other complaints made against them.

  Business Response

  Date: 05/16/2024

  We are sorry to hear you feel that way and wish you the best in your future hobby endeavors. 

  Customer Answer

  Date: 05/17/2024

  I am rejecting this response because:   It is not acceptable. I do not know what else to say.  You s**** people over and just don't care because you run a monopoly in the ** world

• Initial Complaint

  Date:12/31/2023

  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.

  Brand new Rally cars (3) Charged as instructed, runs only 8 minutes **** 3 minutes for two cars. I was informed by customer service once I called in that **** minutes is average run time. None of these details are anywhere in the description of items previous to purchase. In fact, the description states longer battery life. They are aware of the issue and continue to sell leaving pertinent information out hiding from the consumer details about the product they sell.

  Business Response

  Date: 01/08/2024

  We are sorry to hear the customer was disappointed with their recent purchase. The average runtime for these models is usually in the 7 10-minute range. Many customers choose to purchase additional batteries to extend runtime beyond that included in the box. Traxxas models carry a 30 day warranty on the electronics for manufacturing defects. From the description provided by the customer the models are running normally. Unfortunately Traxxas does not offer refunds on items once they are opened and used. 

  Customer Answer

  Date: 01/17/2024

  The complaint I have is there is nothing stated in the product description regarding the dismal runtime of their product.  If that pertinent information was included- in short- said product would not be purchased by consumer for such an exuberant price. Nothing in the description states that run time is **** minutes ( the numbers keep changing from company).  It does state that it has a longer battery life.  It is very misleading to the point that it is an outright lie.  There in is my complaint.  And how would a consumer know unless the box is opened and used to know the dismal runtime of said product.  Leaving their policy of if the box is opened or used rather ridiculous.  
  
  

  Customer Answer

  Date: 01/17/2024

  I am rejecting this response because:   There is absolutely no product description of dismal runtime of said product.  As well as there is no way to know of dismal runtime until box is opened and the car model/type is used. For the short dismal time it runs.  Leaving your policy laughable. It is misleading, or better put, an outright lie with your longer battery life description in the product description.  There is a lack of integrity and honesty with your company.   Put in the pertinent information so customers have a chance to not fall prey to the deception of false description of product.   Also, longer battery life does not mean that customer should purchase more battery packs.  

  Customer Answer

  Date: 01/17/2024

  Also two of the cars run time is 3 minutes.  Max.  Total.  Out of the three cars purchased.  The third ran 8 minutes.  

• Initial Complaint

  Date:08/14/2023

  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 have 7 defective Traxxas batteries that lasted less than 6 months of use. None of the batteries will hold a charge. This is nearly $1000 worth of batteries that are now defective under light use.Quantity 1- Part #****X Quantity 6- Part #****X Very disappointed in the quality and I can no longer use my Traxxas vehicles due to this. I am requesting replacement batteries be shipped to me.

  Business Response

  Date: 08/15/2023

  We are sorry to hear the customer has experienced an issue with their LiPo batteries. Traxxas LiPo batteries carry a warranty against manufacturing defects for one year from the date of purchase. When the customer contacted ********************** on 8/8/2023 at around 1:30 PM CT they stated the batteries were purchased in May of 2022, putting them well outside the warranty period.The representative informed the customer the batteries were not eligible for warranty replacement but could be replaced at a reduced cost under the Traxxas Battery Replacement Program. After being provided a quote for the 7 replacement batteries the customer indicated they would call back when they were ready to set up the return authorization.
  
  If the customer was mistaken and can send the batteries in with a proof of purchase showing they are within the warranty period, we will be happy to evaluate them for possible defects and replace them if covered by the warranty. Otherwise, the Battery Replacement Program is always available to replace Traxxas LiPo batteries at a discounted rate regardless of age or cause of failure. If the customer wishes to set up a return authorization or has further questions or issues, we are available to help. We are based in ***** and available toll-free (within the US) 7 days a week, 8:30am 9:00pm Central Time, at 888-TRAXXAS (872-9927)

  Customer Answer

  Date: 08/15/2023

  I am rejecting this response because: Some were purchased outside of the 1 year warranty. These batteries should last longer and not be a dangerous hazard with all the swelling and lack of holding charge, they are defective. I want these batteries replaced free of charge, I am a good customer.