Phat Scooters Reviews (%countItem)
Phat Scooters Rating
Address: 3220 S Fair Ln Ste 12, Tempe, Arizona, United States, 85282-3149
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I had a horrible experience with Phat Scooters. They do not have international support yet they sell internationally. They sell the dream of a great scooter to sell it then display a total lack of integrity when there is an issue with the scooter.
First, Phat Scooter installed the wrong GPS tracker and blamed me, the customer, and then their GPS supplier. There were multiple emails and me having to take time off work during the day because there support is only available during the day. They honestly do not know what they are doing. They are quick to sell the product and slow to solve the issue. Whats worse is they expect the customer to open the scooter and work with the engine and wires to try and correct the issue. Completely unprofessional. The text messages and emails are something you would expect from elementary students. I have submitted them to the Revdex.com so they can see the lack of integrity and unprofessional behavior from this business.
Second, the scooter stopped working after one ride. They recently made changes to the battery which cause the scooter to not start on occasions. I cannot express my frustration enough here - I had to speak to about 5 different people who did not know what they were doing. They had no plan and no solution for three weeks. They refused to take the scooter back and send another one. They gaslight you in making you think they are doing everything they should be doing to help you. Also, they seem to think its normal practice to ask customers to open the scooter and do repairs. I was at the point of contacting a lawyer and disputing the charge with my credit card.
As a military veteran of 18 years, this is the worse experience I've had with a company - unprofessional, unorganized and no strategic plan for support. It's like a bunch of people who had a little interest in technology came together and decided to try and start a scooter company.
Other brand of scooter originally purchased and got stolen.
Customer inquired about Phat Scooters and GPS capability in Canada
Phat Scooters confirmed GPS capability with GPS rep and customer completed purchase on 8/18/19.
Phat Scooters was told by GPS rep that 3G would work and it did not. GPS rep sent 4G to replace unit to client later. (See below).
Phat Scooters refunded money for the GPS unit on 9/5/19. (See notes below).
Customer inquired about a shipping solution to avoid international shipping costs. Phat Scooters accommodated by shipping to the FedEx hub in Buffalo, NY. Scooter was delivered on 8/31/19.
The GPS issue was discovered after owner picked up scooter from the FedEx hub and the issue was addressed by Phat Scooters®(from above) on 9/5/19.
Owner stated they wanted to keep the scooter but wanted the 4G GPS unit that would work in Canada.
After discussion, customer said he had someone with electrical experience to install the 4G unit if Phat Scooters could have a technician Facetime him during installation. Technicians agreed to help on this as an exception due to the circumstances.
Phat Scooters placed an order for GPS unit to be drop shipped to owner on 9/12/19.
On morning of Friday 9/13/19, the partner of the Phat Scooter owner sent a Facebook message regarding a need for troubleshooting of battery charging. Phat Scooters asked customer’s partner to contact support at ***.
Phat Scooters arranged for a technician to work on his day off on Sunday 9/15/19 for troubleshooting. Technician determined need of part and it was shipped at no cost to the customer on 9/16/19.
Part was held at Customs on Thursday 9/19/19 due to a missing form which was immediately addressed first thing in the morning by Phat Scooters. It was corrected by afternoon of 9/19/19. FedEx still needed to complete their steps to process before a delivery parameter could be established.
Prior to delay at Customs, the part was to be delivered on 9/19/19 and there was a call set up for 4:30 pm EST. However, it was determined early on in the day that it would not be delivered that day and appointment with technicians would not be possible.
By afternoon of Thursday 9/19/19, Phat Scooters had offered to fly a technician to Canada in 10 days to complete repair work and service scooter personally. Customer declined need unless repairs were unable to fix concerns. Customer was also not satisfied with the time it would take for Phat Scooters to fly to them.
Once part was delivered on Friday 9/20/19, customer requested a tech call at 9:30 EST which Phat Scooters could not accommodate. Customer requested a full refund if Phat Scooters was unable to complete a tech call Friday night or over the weekend. Phat Scooters offered availability for the following week and asked for their availability also.
On Monday, 9/23/19, the partner of the scooter owner took over conversations.
Phat Scooters offered to provide a full refund by returning the scooter per the request of the owner on Friday 9/19/19. The owner’s partner no longer wanted to proceed with that request.
Phat Scooters offered to ship a new scooter (no GPS) to the customer and have them recrate and ship their scooter back at no cost to the customer and Phat Scooter would refund for the 4G GPS. Per the request of the customer, they wanted it shipped to the hub instead of their home due to lack of space. This was not acceptable to customer.
On 9/24/19, customer asked that we ship him the crate materials to Buffalo, NY, to ship their scooter back to Arizona, have Phat Scooters complete the repairs and then ship back to Buffalo, NY.
Phat Scooters instead offered to locate a mobile technician in Canada to complete the work.
Phat Scooters interviewed and provided information to technicians local to the customer and coordinated the availability of both the customer and the technician.
Customer’s partner provided a day/time available and then after a tan appointment had been set, he decided they wanted the work completed earlier. Phat Scooters rescheduled the call to accommodate the new request.
Work was completed on Friday, 9/27/19 before the customer and his partner went out of town.
Phat Scooters contacted customer when they were back in town on 10/1/19 to see how the scooter was performing and to get receipts for the parts purchased in order to provide reimbursement. Customer provided receipts and a request to be reimbursed for the time they took off of work.
Customer provided receipts and Phat Scooters reimbursed for those costs.
There was a residual bill from FedEx which Phat Scooters also reimbursed for.
The reimbursement check was mailed on 10/4/19.
Phat Scooters has only provided a time line of events according to them and has not responded to my complaint and more specifically what I'm asking for and what was promised by them.To receive compensation as promised from the company. Compensation for our time - taking time off work and personal time to repair the defective scooter due to the company's support only be available during the day. Compensation was only provided for tools we needed to purchase and for the fed ex customs fee. No compensation was provided for the time we had to take off work and work on repairing the scooter. We want the compensation for our time that was promised by Heather H. Phat Scooter is aware of this and have responded to my emails regarding this.
Phat Scooters did not offer to reimburse for time. Phat Scooters reimbursed for the shipping charge from Customs and the parts purchased by customer.
In response to customer complaint, Phat Scooters made an offer of $100 on 12/3/19 and customer declined.
Phat Scooters did offer to reimburse for time (Heather did) and only reimbursed for the shipping charge from Customs and the parts purchased by me.
In response, Phat Scooters made an offer of $100 on 12/3/19 and I declined the offer because it did not match the three days it's taken by me to trouble shoot. Phat Scooters does not have another international support option and asked me to take the time to trouble shoot.
Phat Scooter has made an attempt to reimburse a proper amount for my time and I have signed an agreement on 16 December 2019 agreeing to that amount and to close this case. Phat Scooter has not followed through with the signed agreement and is not responding to my emails for updates. Therefore this complaint is standing.
I have communicated to Phat Scooters that when the agreed upon cheque is received by me, I will accept the complaint to be solved/completed.