ComplaintsforOnsra LLC

• Initial Complaint

  09/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I spent over 2 grand on what was supposed to be a premium board. Everything went to ****, and I got the run around for months before finally being told they were not going to honor the warranty. was asked for videos, multiple times which i provided all the proof and troubleshooting of the things that were covered under warranty. It seemed like i was not actually trying to be helped as my emails were not fully read or understood. at least it seemed that way for example. i was asked about things I already explained or answered in just the previous email before, and multiple times. I was even told at one point the connections in the video weren't visible long enough in a video instead of just pausing the video. shorter videos are easier to send and don't require permissions etc. so this was easier for everyone. But I still complied and sent longer more detailed videos and did everything I could to help. was told my issues were things that were not issues. and had nothing to do with what I was actually dealing with. which is also why ii say it didn't seem like I was dealing with anyone who was actually trying to help me. this happened for months. also, things that even if you didn't know much about motors and boards you would understand. such as if something is tightened down it don't move if its loose, its loose and will... I have all the emails, videos and proof. I received numerous excuses like this and more. I had to deal with time and time again. I was told a couple times I was being sent replacements then the next day was told I wasn't. this happened to me twice.I will be seeking legal advice as I have more than enough to prove my case. I only wanted what was wrong replaced but it seems with the issues i keep having and warranties not being honored I should seek refund.

  Business response

  09/25/2024

  First, we want to clarify that there appears to have been some confusion regarding the details of your order, as it was originally placed under a different name and came through various email addresses. This made it challenging for us to trace the communication and confirm details in a timely manner. However, once we were able to verify your information, we made every effort to assist you with your concerns.
  Regarding the warranty issue, we understand that you've been using the electric skateboard for over a year. While we do our best to support our customers, the motors in question had sustained significant damage over time and were not properly maintained. This includes the motor loosening and the cable being damaged as a result. Unfortunately, such damage is not covered under our warranty policy, which is why we were unable to offer a replacement in this case.

  
  We requested multiple videos because the issue was more complex, and thorough troubleshooting was necessary to ensure we fully understood the situation. We apologize if this process felt repetitive or frustrating. Our goal was to assist you as effectively as possible, and we regret that our communication may not have met your expectations. We have taken your feedback seriously and will work on improving our internal processes to avoid similar situations in the future.

  
  We always strive to provide a high level of customer service, and it is never our intention to give anyone the impression that their concerns are being disregarded. We appreciate your efforts in providing the requested information, and we regret that we were not able to resolve this matter to your satisfaction.

  
  If there is anything further we can do to address this matter, we are more than willing to work with you within the terms of our warranty. Please feel free to reach out to us directly to discuss any remaining concerns.

  Customer response

  09/26/2024

   
  Complaint: 22313490
  
  I am rejecting this response because:

  I have had the board for roughly a year, but the motors as stated in the manual and on the website, state motors, and board are under two-year warranty and only the battery is under a 1 year. The board has been well taken care of. so much so it's not even ridden in conditions it says its capable of and even shown in advertisements and videos, such as light OffRoad, gravel etc. only taken on paved flat bike paths and roads, in only dry conditions not even inclines. only has cosmetic wear on the protective motor cases as the cases sit low the ground and is un-avoidable. ( side note: the truck bolts are super low to the ground also. I have protected these with rubber caps from the handwear store.) I am also not new when it comes to boards of all types and know how to properly maintain and Maintenace them and do so regularly.  I also have experience working with electric motors, control units/esc's etc.   In response to the emails. It was sated there were a lot of emails and confusion with other cases, so to help I informed i would send a new email with everything compiled and explained to make thigs easer. This was done only the one time. however, the response to that email was "you already have this case with another email" and was just disregarded. The truth is I needed to send details and videos of proof multiple times. but that was just used to find an excuse to not honor the warranty. and after that the excuse was taken and ran with, Onsra / ****** didn't need a fraction of the proof that was showing that excuse is not viable... which i have tons of proof of. It was all disregarded. ignored and not even responded to
  
  Sincerely,
  
  *****

  Customer response

  09/26/2024

  I would also like to make it clear. The confusion with other cases was stated BEFORE I sent the compiled info with another email, and that's why this was done. I have 100% complied and tried my best to help the situation. This statement just now saying multiple emails is why there was confusion is just flat out untrue. Along with the statements like "motors don't go bad" as stated by ******. who also got personal by saying "You're just trying to get something for free" seems sketchy and honestly uncalled for. especially when not fully reading and understanding the situation. I will be getting all the emails and videos together as soon as I can and possibly in a video.

  Business response

  10/03/2024

  Dear *****,

  
  Thank you for reaching out. After reviewing your case, we would like to clarify that your order was placed under a different name and sent from multiple email addresses, which caused some communication delays. Nonetheless, we did our best to assist.
  Unfortunately, the issues with your electric skateboardspecifically the damaged motors and cableswere a result of long-term use and lack of maintenance. As these damages fall outside the terms of our warranty, we are unable to offer a replacement.
  We requested multiple videos to ensure a thorough assessment of the more complex issues involved. We understand your frustration and regret if our communication felt repetitive. We always aim to support our customers but cannot honor this warranty claim due to the nature of the damage.
  If you have any further questions, feel free to contact us directly.

  Customer response

  10/03/2024

   
  Complaint: 22313490
  
  I am rejecting this response because:

  As previously mentioned, None of this is true and my explanations have again been completely disregarded. i do have proof of everything and will be compiling it soon. 
  
  Sincerely,
  
  ***** *******

  Business response

  10/05/2024

  Dear *****,
  Thank you for your continued feedback. I understand this situation has been frustrating for you, and I want to take this opportunity to provide further clarity.
  As previously mentioned, the motors and cables on your electric skateboard have sustained significant wear due to long-term use and lack of proper maintenance. These types of damages are explicitly excluded from our warranty coverage. Our warranty covers manufacturing defects, not issues caused by extended usage or neglect. After a thorough review of the videos and other information provided, the damage appears to have resulted from improper maintenance, such as the motor not being tightened and the cables being worn due to this oversight. Unfortunately, this falls outside the scope of what we can address under warranty.

  Regarding the troubleshooting process, we requested additional videos to ensure we fully understood the complexity of the issue before providing any solutions. This was necessary to offer the best support possible. I understand that it may have felt repetitive, but we needed detailed evidence to assess the situation accurately.
  I regret that you feel our communication was not clear or helpful. We try to provide a thorough response in each interaction and ensure that every detail is considered. We will certainly use this experience to improve our process going forward.
  Id like to reiterate that the damage in this case does not qualify for warranty coverage. We have always aimed to provide the highest quality service to our customers, and while we value your business, we must also follow the terms of our warranty policy to ensure fairness for all customers.
  If theres anything further you would like to discuss, or if you have additional questions, please dont hesitate to contact us directly.

  Greetings

  ****** ****** (ONSRA CEO)

  Customer response

  10/09/2024

   
  Complaint: 22313490
  
  I am rejecting this response because:

  Repeating the board was not properly maintained is not acceptable. or legal. You cannot disregard and not honor the warranty because you feel I did not properly maintain the board also the motors again are under a 2-year warranty and it has been rougly a year. the motor is damaged internally and defective as I stated and proved many times. It is not true the board was not maintained. it was maintained more than the average person. not only have i properly maintained the board and taken better care of than suggested. it has been only taken in conditions better than it is originally allowed. I.E. no offroad at all. no inclines, only dry conditions only in sport mode and lower. For my own safety and upkeep of the expensive board it was always pre ride and after ride inspected and maintained constantly.

  E mail was sent from another email only one time. AFTER i was told there was confusion. i did this to help and even stated i would be doing this since there was confusion. on a side note, there didn't seem to be confusion when that was sent, because the response was "you already have this case with another email and was completely disregarded. so, this shows there was no confusion with the second email. 

  i have almost finished compiling all my emails and videos and will be uploading them soon.

  
  
  
  *****

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They sold me a board with the two-year warranty under two years ago. The *** went bad. I contacted them multiple times they told me it was the ***. They refused my claim saying they changed the warranty to one year on the ***, but I never got notified and I just want them to make good on the warranty. They sold me.

  Business response

  07/24/2024

  Dear ******,

  Thank you for reaching out. I want to clarify our warranty policies for you. Our battery and *** have always had a one-year warranty, as detailed in our warranty information. This policy has remained consistent. Recently, we extended our warranty to four years for Onsra-engineered parts such as trucks and carbon components. However, this extended warranty does not cover the *** or any other electronics, which remain under the one-year warranty.
  We strive to be accommodating and ensure our customers are satisfied. However, we cannot respond favorably to threats of negative reviews. We value open and respectful communication and are committed to finding a fair solution for you.
  Please feel free to discuss this further with us, and we will do our best to assist you.
  Best regards,

  ************************;

  CEO ONSRA LLC

  Customer response

  07/31/2024

  I spoke to onsra and theyre sending me a new esc. Thank you for your help. Can we drop the complaint 

  Customer response

  08/01/2024

   
  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

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a faulty electric skateboard from onsra.com for $1,340. The board was delivered unrideable, dangerous, unstable and covered in dirt. The battery malfunctioned. The main ESC is faulty. The brakes do not work sufficiently, consistently or safely. The board is not safe to ride. The throttle is mushy. The battery is faulty on purpose. The plastic cover on the bottom of the board isnt secure. The onsra electric skateboard is covered with a two year warranty. The board was purchased on October 3, 2023. **************** was contacted for a refund or a replacement. Onsra does not want to issue a refund or a replacement with the warranty. The problem wasnt resolved.

  Business response

  06/22/2024

  Dear ***********************,
  We appreciate your feedback and apologize for any confusion regarding your recent experience with our product. However, we believe there might be some misunderstandings that we would like to clarify.
  Upon reviewing your order history, we found that you purchased a used electric skateboard from our website on October 3, 2023, which was clearly listed in the used section. Our records indicate that the board was in good working condition at the time of sale, and we even replaced the battery approximately a year later.
  Regarding the specific issues you mentioned:
  Faulty Condition: The skateboard was sold in used condition, and any wear or imperfections should have been expected based on its listing.
  Safety Concerns: We take safety seriously, and our products undergo thorough inspections before being listed for sale. The condition described in your review does not match the board's condition when it left our facility.
  Refund/Replacement: As the skateboard was purchased as used and was outside the scope of the original warranty coverage, we are unable to issue a refund or replacement in this case. Our warranty explicitly covers new products and not used items.
  Customer Service Interaction: We strive to provide excellent customer service and regret any dissatisfaction you may have experienced. We handle warranty claims in accordance with our policy, which unfortunately does not extend to used products.
  Regarding your statement that the board was delivered in an unrideable, dangerous, and unstable condition covered in dirt, we have photographic evidence from our quality control process that contradicts these claims. The board was thoroughly inspected and documented before shipment, and it met our standards for usability and safety at that time.
  We understand your desire for a refund, but as the board was sold as used and was operational when delivered, we cannot accommodate this request. We encourage you to reach out directly if you have any further questions or concerns that we can address.
  Thank you for bringing this matter to our attention, and we hope to resolve any remaining issues amicably.

  Business response

  11/05/2024

  Dear **** *******,
  Thank you for reaching out. We are dedicated to ensuring a smooth riding experience for all our customers, and were here to address your concerns.
  The board you purchased in October 2023 was a pre-owned model, sold with a one-year warranty. However, please note that the specific issue you mentioned, regarding loose belts, falls outside of the warranty coverage. Proper belt tensioning is part of regular board maintenance and can typically be adjusted with simple tightening.
  It appears that the screws on your board may now require additional attention due to damage. While we can guide you through the process of replacing or repairing them, please understand that this type of repair work isn't covered under warranty.
  Were attaching our previous communication and your original order details as proof of our prompt response and the board's purchase information.
  Please let us know if you would like guidance on the best steps for repair or if you need replacement parts, and well be happy to assist further.
  Thank you for your understanding,

  Customer response

  11/07/2024

  The board was delivered unrideable. It was a lemon.  It was sold as newish with a warranty. The price was similar to a new board. 
  
  The trucks werent functional. The wheel broke. The esc computer was finicky. It wasnt reliable. The board didnt accelerate as described. The battery didnt work right. 
  
  The boards hardware was faulty. It cracked. The boards hardware couldnt be adjusted. The brakes were not installed correctly. They dont work.the boards brakes do not engage safely or properly. The board has multiple components that dont work. The board is not safe to ride especially with faulty brakes. 

  Customer response

  11/07/2024

   
  Complaint: 21797291
  
  I am rejecting this response because:
  

  The board was delivered unrideable. It was a lemon.  It was sold as newish with a warranty. The price was similar to a new board. 
  
  The trucks werent functional. The wheel broke. The esc computer was finicky. It wasnt reliable. The board didnt accelerate as described. The battery didnt work right. 
  
  The boards hardware was faulty. It cracked. The boards hardware couldnt be adjusted. The brakes were not installed correctly. They dont work.the boards brakes do not engage safely or properly. The board has multiple components that dont work. The board is not safe to ride especially with faulty brakes. 
  
  Sincerely,
  
  **** *******

  Customer response

  11/07/2024

  The faulty hardware, makes the board unadjustable. The board isnt actually usable for continuous use because it cant be maintained. The motors were installed wrong. This makes the board operate incorrectly.
  
  The brakes are even worse in humid conditions. The belts slip instead of stopping the board. The belts slip instead of engaging the gears. The brakes are even worse in humid conditions making the already bad brakes even worse. The board was shipped unsafe to ride. 

  Business response

  11/08/2024

  Dear ****,

  Thank you for providing further details regarding your concerns. We take safety and customer satisfaction very seriously and want to clarify a few points about your board and the warranty coverage.
  The board purchased in October 2023 was a used model, sold with a one-year warranty that is valid through October 2024. The board was thoroughly inspected and shipped in functional, rideable condition, with all components in working order. If there had been issues with the board upon delivery, we would have expected an immediate report, as our support team is responsive and readily available to address any concerns as soon as they arise.
  In reviewing your specific concerns:

  Trucks and Hardware: The trucks were fully functional at the time of shipping. Hardware issues such as cracked screws typically result from using incorrect tools or techniques during maintenance, which can affect their integrity. As such, damage caused by improper handling or modification is not covered under the warranty.
  Brakes and ESC: Issues related to braking or acceleration are often resolved through routine maintenance, including belt adjustments. These maintenance tasks are standard for all electric boards and fall outside of warranty coverage. We can provide guidance on adjustments to improve braking performance if needed.
  Battery and ESC Performance: The battery and ESC were tested to ensure they met performance standards before shipment. Variations in battery performance can sometimes be attributed to environmental conditions or riding patterns rather than a hardware fault. As this board has been in use for over a year, standard wear and tear may impact certain aspects of its operation.
  We would be glad to inspect the board for you to assess the condition and recommend any necessary repairs. However, please understand that repairs on used items with expired warranty coverage would be outside of our warranty service.
  If you would like to proceed with a diagnostic inspection or discuss repair options, please let us know. Our goal is to help you maintain a safe and enjoyable experience with your board.

  Customer response

  11/13/2024

   
  Complaint: 21797291
  
  I am rejecting this response because: The electric skateboard does not work. 
   
  
   The wheel alignment on the board is faulty from factory. The board has snapped a belt, that has already been replaced. Replacement belts were ordered, and the belt was replaced. The belt has snapped again. 
  
  
   The wheels and motors are misaligned, with the bad hardware. The hardware to adjust the motors are faulty and not able to be removed or adjusted. 
  
  
   The pulleys have malfunctioned. One has cracked and broken a belt. The other is melted.  
  
  
  The board was shipped as a lemon that was unrideable. As of today the board is totaled and unrideable. The board snaps belts. The wheels are misaligned. The brakes are faulty because of very bad hardware and bad motor installation from factory.
  
  
  The main electrical component cpu was faulty. The battery malfunctioned and needed to be replaced. It was and the board was noticeably slower and the brakes did not work well. The hardware that is supposed to be reliable and adjustable, isnt. This makes the electric skateboard malfunction permanently. The belts snapped. The motors arent serviceable or adjustable. The wheels broke. The main component trucks were shipped with adapters that made the board unrideable immediately when delivered. 
  
  Sincerely,
  
  **** *******

  Business response

  11/14/2024

  Hello ****,
  Thank you for sharing the photos. As previously mentioned, and as clearly outlined in our warranty policy, issues such as broken screws, broken belts, or similar wear-and-tear items are not covered under warranty.
  Additionally, we would like to remind you that the board was purchased as a used item, which places it outside the scope of our warranty coverage. We do understand the disappointment, but we must adhere to our warranty terms to ensure fairness for all customers.
  Thank you for your understanding.
  

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