Complaint Review: X-tremeScooters.com - Newton Ohio

I appreciate your willingness to resolve this now that it is a public issue, however, I have copies of 4 seperate emails I sent to your company. 3 of which were responded to, and the last completely ignored. I understand you can not control FedEx delivery, however you can file a claim after 30 days which is what we were told you would do. After 45 days, we were told your company "would Look into it" after 60 days, we were told "We have no idea what you are referring to". After the last email where I specifically let your company know if they did not contact me and provide the proper credit, I would take further actions. After that I got no response, filing this report was our further action. The scooters we are referring to are your X-010 that weigh 22 pounds and do cost $13 to ship via UPS Ground. The Scooter itself was only $50, but you expected us to pay an additional $40 to return defective scooters for replacement as well as the cost to ship the defect back to you. When I emailed your company requesting a customer be able to just return a defective charger for replacement, I was specifically told that in order to determine that it was indeed the charger that was defective and decide if "The problem was a Manufacturers Defect That needed to be addressed further" and per your terms of your site we would have to include the $40 to do so. So, my question is this.. I buy a scooter for $50 and ship it to my customer. Scooter is defective and per your site you require us to pay return shipping ($13) plus include $40 so that you can repair or replace and reship a non-defective one. How is this not a rip-off? Combine this with an either unorganized customer service staff that is either unable or unwilling to file a FedEx claim after being notified on 4 different occasions, and you recieve the RipOff report that was filed. I am sure had you been involved 4 months ago, this might not have gotten this far, you seem to understand the importance of good business practices. But I have 6 different emails with your company's responses that would seem the rest of your employees do not have the same understanding or concern. If you'd like, I can have these emails posted publicly for your review if you doubt my claims.

First of all I searched my database and dealer list of over 500 current dealers for a Michael in Gainesville Florida and after exhausting every effort to find him so that I could resolve this problem for him personally I came up empty handed. We have no Michael in Gainesville Florida. If Michael would like to contact us we would be happy to resolve the problem for him since that is what this forum is designed to do, resolve problems. Scooters are like vehicles, they are big, bulky and do not ship well and cannot be shipped twice through the FedEx system without getting damaged. This is why our policy is not to accept returns and if we do take a return back for a special reason we ask for the $40 fee to cover the damage that is going to occur from a 90 LBS package getting shipped through the system twice. Yes, we do as stated in our website charge a $40 fee for scooters that must be shipped back to us so that we can ship them another one, unless there is a special reason for it. The information is clearly available on our terms & conditions page for all to see. We do not make our money by selling junk defective scooters. In fact we offer a 30-day warranty and we ship out parts to fix any scooter that is defective and we ship them out for FREE, we even ship direct to our dealers customers. If Michael can ship an X-360 90 LBS scooter for $13, well I certainly would like to know how to do it my self. Michael says FedEx lost one of his packages. That is clearly out of our control. We are not FedEx. We do however always replace scooters that are lost in the FedEx system at no charge. After Michael contacts us since we cannot figure out who he is, we will more than gladly replace that missing scooter for him if we find that have not done so already. We certainly are not scam artists, in fact we are medium sized business that has been around for over 7 years, we have over 500 scooter dealers nationwide and I would imagine that since it's impossible to always keep everyone happy, from time to time we do get a customer like Michael that is not satisfied. If he wants to solve the problem all he has to do is contact me personally and it will be resolved to his satisfaction. If Michael had a last name or contacted me personally I would resolve this problem for him in a minute. Since I cannot find you in my database you must contact me. This report does not even give me an email address to contact him. I am waiting. [email protected]

First of all I searched my database and dealer list of over 500 current dealers for a Michael in Gainesville Florida and after exhausting every effort to find him so that I could resolve this problem for him personally I came up empty handed. We have no Michael in Gainesville Florida. If Michael would like to contact us we would be happy to resolve the problem for him since that is what this forum is designed to do, resolve problems. Scooters are like vehicles, they are big, bulky and do not ship well and cannot be shipped twice through the FedEx system without getting damaged. This is why our policy is not to accept returns and if we do take a return back for a special reason we ask for the $40 fee to cover the damage that is going to occur from a 90 LBS package getting shipped through the system twice. Yes, we do as stated in our website charge a $40 fee for scooters that must be shipped back to us so that we can ship them another one, unless there is a special reason for it. The information is clearly available on our terms & conditions page for all to see. We do not make our money by selling junk defective scooters. In fact we offer a 30-day warranty and we ship out parts to fix any scooter that is defective and we ship them out for FREE, we even ship direct to our dealers customers. If Michael can ship an X-360 90 LBS scooter for $13, well I certainly would like to know how to do it my self. Michael says FedEx lost one of his packages. That is clearly out of our control. We are not FedEx. We do however always replace scooters that are lost in the FedEx system at no charge. After Michael contacts us since we cannot figure out who he is, we will more than gladly replace that missing scooter for him if we find that have not done so already. We certainly are not scam artists, in fact we are medium sized business that has been around for over 7 years, we have over 500 scooter dealers nationwide and I would imagine that since it's impossible to always keep everyone happy, from time to time we do get a customer like Michael that is not satisfied. If he wants to solve the problem all he has to do is contact me personally and it will be resolved to his satisfaction. If Michael had a last name or contacted me personally I would resolve this problem for him in a minute. Since I cannot find you in my database you must contact me. This report does not even give me an email address to contact him. I am waiting. [email protected]

First of all I searched my database and dealer list of over 500 current dealers for a Michael in Gainesville Florida and after exhausting every effort to find him so that I could resolve this problem for him personally I came up empty handed. We have no Michael in Gainesville Florida. If Michael would like to contact us we would be happy to resolve the problem for him since that is what this forum is designed to do, resolve problems. Scooters are like vehicles, they are big, bulky and do not ship well and cannot be shipped twice through the FedEx system without getting damaged. This is why our policy is not to accept returns and if we do take a return back for a special reason we ask for the $40 fee to cover the damage that is going to occur from a 90 LBS package getting shipped through the system twice. Yes, we do as stated in our website charge a $40 fee for scooters that must be shipped back to us so that we can ship them another one, unless there is a special reason for it. The information is clearly available on our terms & conditions page for all to see. We do not make our money by selling junk defective scooters. In fact we offer a 30-day warranty and we ship out parts to fix any scooter that is defective and we ship them out for FREE, we even ship direct to our dealers customers. If Michael can ship an X-360 90 LBS scooter for $13, well I certainly would like to know how to do it my self. Michael says FedEx lost one of his packages. That is clearly out of our control. We are not FedEx. We do however always replace scooters that are lost in the FedEx system at no charge. After Michael contacts us since we cannot figure out who he is, we will more than gladly replace that missing scooter for him if we find that have not done so already. We certainly are not scam artists, in fact we are medium sized business that has been around for over 7 years, we have over 500 scooter dealers nationwide and I would imagine that since it's impossible to always keep everyone happy, from time to time we do get a customer like Michael that is not satisfied. If he wants to solve the problem all he has to do is contact me personally and it will be resolved to his satisfaction. If Michael had a last name or contacted me personally I would resolve this problem for him in a minute. Since I cannot find you in my database you must contact me. This report does not even give me an email address to contact him. I am waiting. [email protected]

First of all I searched my database and dealer list of over 500 current dealers for a Michael in Gainesville Florida and after exhausting every effort to find him so that I could resolve this problem for him personally I came up empty handed. We have no Michael in Gainesville Florida. If Michael would like to contact us we would be happy to resolve the problem for him since that is what this forum is designed to do, resolve problems. Scooters are like vehicles, they are big, bulky and do not ship well and cannot be shipped twice through the FedEx system without getting damaged. This is why our policy is not to accept returns and if we do take a return back for a special reason we ask for the $40 fee to cover the damage that is going to occur from a 90 LBS package getting shipped through the system twice. Yes, we do as stated in our website charge a $40 fee for scooters that must be shipped back to us so that we can ship them another one, unless there is a special reason for it. The information is clearly available on our terms & conditions page for all to see. We do not make our money by selling junk defective scooters. In fact we offer a 30-day warranty and we ship out parts to fix any scooter that is defective and we ship them out for FREE, we even ship direct to our dealers customers. If Michael can ship an X-360 90 LBS scooter for $13, well I certainly would like to know how to do it my self. Michael says FedEx lost one of his packages. That is clearly out of our control. We are not FedEx. We do however always replace scooters that are lost in the FedEx system at no charge. After Michael contacts us since we cannot figure out who he is, we will more than gladly replace that missing scooter for him if we find that have not done so already. We certainly are not scam artists, in fact we are medium sized business that has been around for over 7 years, we have over 500 scooter dealers nationwide and I would imagine that since it's impossible to always keep everyone happy, from time to time we do get a customer like Michael that is not satisfied. If he wants to solve the problem all he has to do is contact me personally and it will be resolved to his satisfaction. If Michael had a last name or contacted me personally I would resolve this problem for him in a minute. Since I cannot find you in my database you must contact me. This report does not even give me an email address to contact him. I am waiting. [email protected]