ComplaintsforTroxus
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Complaint Details
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Initial Complaint
09/16/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On 8/28/2022 I placed an order for a ********* E Bike for $1200 from Troxus. They advertised free shipping within 4-6 days. I never received the bike. Also they took an additional $85 from my account. The only phone number listed for Troxus is "no longer in service" I received a series of emails from someone at Troxus ultimately claiming that their records show the bike was delivered and signed for by named ********. I have no clue who that is.Business response
11/25/2022
Business Response /* (1000, 18, 2022/11/25) */ So we called the customer regarding the situation, it seems like the customer made a typo on the order shipping address, so the e-bike was delivered to the wrong household. As this problem was hard to clarify whose fault it was, and we tried to comfort the customer. We decided to send the customer a replacement e-bike. we have attached the first proof of delivery, and also the replacement bike tracking info.Initial Complaint
05/04/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Tried to cancel an order a few hours after the order was made but couldn't do it because they said it was already processed. I called them several times at the number listed on the website and nobody answered, they took days to reply to emails and denied canceling the order arguing that it was already shipped. Two months later I have not received the merchandise but I have been charged the whole amount in my credit card. The company seems to be a SCAM, BEWARE!.Business response
11/25/2022
Business Response /* (1000, 18, 2022/11/25) */ So, the order had been refunded to the customer. We can provide the proof of the refund below. We have been trying to call the customer several times on different dates and time, but no one picked up the phone. Please see the refund info in the attachment.Initial Complaint
03/23/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I purchased the bike through Troxus Mobility online, the tracking number that I received was through a different company, and not valid, so I put the tracking number in with FedEx, it went through, but there's been no update on the delivery, even though it has been marked shipped on March 13th 2022. I am registered on their website, the info on the order stayed that it was fulfilled. I have been contacting Troxus customer service through email and phone for over a week. No response. I contacted them through socal media, no response. I am out $****. No tracking update, no response through customer service. Awful experience.Business response
05/03/2022
Consumer Response /* (2000, 9, 2022/05/02) */ I was able to contact the company, and it was resolved. They resent a new bike. Thank you for your helpInitial Complaint
12/06/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Troxus has an 18 month warranty. In February 2021, I purchased two electric scooters from Troxus. In March 2021, one of the scooters began stalling and no longer being propelled by the scooter's engine. I informed Troxus in March 2021 of the issue. At first tightening the handlebar screws fixed it. Over time it got worse and worse. I repeatedly emailed Troxus and received questions from them and no solutions. The closest to a solution that they provided was on 10/27/2021, "We checked your order and you bought two T1 for $500 and one for $250. Now the price of T1 pro on our website is $699, with a Halloween discount of $150 to get the price of $549. Based on this price, so we subtract $250 from $549 to get $299, which is the additional cost you will pay." This means Troxus wants me to pay more than the price of the $250 original scooter to obtain a new one. An example of their customer support is "We think it may be that the connector in the handle has a bad contact problem and so error code E1 is displayed. Please take it apart and check it." This would be fine, but there were no instructions to follow. How would I know a "bad contact problem"? On 10/25/2021, I emailed Troxus with a follow up question, ""To be more clear, you note below " Please take it apart and check it." What section of the scooter should I take apart and what should I look for. Then what are the potential solutions to fix it?"" Troxus' response on the same day was, "....Sorry we can't provide video instructions as we no longer have the blue T1 in the warehouse. We have upgraded to the T1Pro. Can you go to a repair shop nearby to check it? we will do our best to help you!" I emailed Troxus on 11/13/2021 as it took a while to get a repair shop appointment. " I finally found a repair shop. They say it will cost $100-120, but there's no guarantee they will be able to find what he thinks is a bad connection." I have not heard from Troxus since even though I sent two follow up emails.
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Customer Complaints Summary
5 total complaints in the last 3 years.
0 complaints closed in the last 12 months.