Gotrax.CA Reviews 42

Complete Nightmare dealing with GoTrax Canada. I will never, ever order anything from this Company again. Late with shipping item, provided poor excuses for lateness - sent item back (hoverboard) - was charged $50 for returning the item even though pkg was never opened (apparently a restocking fee?). This company will not be in business for long with such poor customer service.

I bought 2 Gotrax bikes for me and my wife. EB3 and an EB2. Her’s still works mine doesn’t. I had a battery issue the first year and they replaced the battery after some time dealing with their customer service. That replacement battery lasted for 2 rides. I have less than 30 Km on this bike!!! 30 km!! Let that sink in. Furthermore they won’t publish my honest review on their site! It was not rude just an honest factual account of my experience. That is ridiculous. I followed the battery maintenance directions to a T and still have had nothing but issues from 2 failed batteries

Interestingly, my wife’s battery has never had an issue!! I spent a lot of time trying to resolve this issue with GoTrax and here’s what I learned. They sent out a battery under warranty (as they should) it was defective as it only lasted for 2 rides. When that battery failed they hid behind their warranty. They don’t want to help. They expect me to buy a new battery after 2 failures of their batteries when the bike has less than 30 Km on it and they refuse to assist with the issue unless I buy a battery; my only solution.

The bike has become an overpriced regular bike with sub par parts. So my expensive lesson was and is don’t buy from Go Trax and don’t buy cheap e-bikes and I am letting everyone I know about my experience with GoTrax and what it has been like dealing with them and what a poor seller this company is. Customer service is useless and you waste time everytime you call or email. The customer service don’t seem to read what you write or just don’t understand written or clearly spoken English. No way to get hold of senior management or escalate these matters. Never again!! Thanks Gotrax I feel like I just participated in a massive well oiled rip off scam!! Or worse. I bent over and got something nasty.
Right now, thanks to their reluctance to do anything quantifiable, I’m a walking bill board sharing this disgusting experience.

Update: GoTrax asked me to contact them which I have done on line. As a note I spent an inordinate amount of time trying to rectify this issue over the past two years only to be told the bike is out of warranty so there is nothing they are willing to do. I remain hopeful. I should not have to pay for a second replacement battery that has also failed after 2 rides. I have offered them to buy the bike back or to send a new battery free. I wonder what they will offer? Stay Tuned 2025/10/24.

And here is their UNACCEPTABLE PATHETIC RESPONSE FROM SIDREAL THEIR GOTRAX CUSTOMER SUPPORT PERSON WHOM I HAVE HAD TO DEAL WITH BEFORE. Note the 15% discount insult.

“Hello

Thank you for your email.

We're truly sorry. We've noticed that this order is unfortunately out of warranty.

While I'd love to assist you with a free battery replacement, according to our warranty policy, we are unable to provide free parts for out-of-warranty products.

We understand this may not be what you expected, and we apologize for the inconvenience.

To help you resolve this issue as smoothly as possible, we would like to offer a 15% discount on replacement batteries to help reduce the cost of restoring your product to service.

If you need help finding a suitable replacement, or have any questions about using your discount, please feel free to contact us. We are committed to ensuring you have a pleasant experience and appreciate your understanding as we adhere to our strict warranty guidelines.

Thank you again for your patience and for being our valued customer.

Best regards.

Sidereal from the Gotrax Support Team”

Some team!! Lol!!!!!

I’m am now a walking Billboard of what a terrible customer service and product Gotrax has. $1000 gone! Sidereal I suspect is the lone customer support person and I am sure he’s somewhere in Asia if not a basement in Vancouver or Toronto. Again, I am left with no way to escalate this matter to management. Sidreal keeps pointing to their policy and seems unable to grasp the issue and has no way to think out a reasonable plan to resolve this when the bike has less than 30 Km on it!!!! FFS I have met dumb people but this is ridiculous. Policy always has an exception especially where I have been following your Policy for 2 years. A Legitimate company would send out another battery or New Bike as this one is obviously a LEMON. But not GoTrax
There are always exceptions to the Policy and it starts with an escalation to a senior manager but Sidereal wont budge and is INSULTING in his stupid emails, as usual. H
How to
Conclusion: GoTrax isn’t a serious company it’s a bike seller, period. They don’t stand behind their product because it’s cheap Chinese made junk and they apparently know it. They have no apparent customer service escalation system. Recommendation based on my experience Skip Goatrax and buy a better bike from another retailer. Thank Goatrax for a wonderfully poor experience!

Newly purchased. After I finished putting all together and about to test run, error message "Error 21" pops out in the screen and the bike doesn't move or run. I sent a message about it in the customer support and this is the response I received "Hello Thank for your email. This error code indicates a motor failure. You can check whether the wiring connecting the motor wheel is loose or worn. If the wiring is fine, you will need to replace the motor wheel. Best regards. Sidereal from the Gotrax Support Team." First of all, I bought a brand new product, not a used one with defective parts. 2nd, I did not buy a brand new product and haven't even use it and now I will need to replace parts and repair it myself. Disappointing experience. I am also going to write this review in all platforms if I don't get a good and satisfying answer.

the support team reply quickly. kayla took care of my issue. this was a new r2v2 that I bought and the battery was faulty I send a video of what was the issu they send me a new battery and the e-byke is OK now run very good, thank so much to this team

* SO FAR, no one contacted me *

I bought the GoTrax F2 Folding E-Bike hoping it would be a practical solution for commuting. Unfortunately, my experience has been very disappointing.
• The bike is much heavier and bulkier than expected, making it very hard to fold, lift, or transport.
• It makes loud and unusual noises while riding, which made me uncomfortable and worried about its quality.
• Despite riding it only 9.4 km, I realized quickly that it does not match what I was looking for.
• I requested a return within the 30-day window, and while their policy allows returns under 20 km, they refused my request simply because I no longer had the original box.

This was a significant investment for me, and I feel let down both by the product and the lack of flexibility in their customer support. A “folding bike” should actually be manageable to fold and carry — this one is not.

I hope this review helps others set realistic expectations before purchasing.

We bought two e-bikes wide tire. We had several issues all but one remains unresolved. One bike arrived with paint damage. Contact the seller and was told that it’s couldn’t have come from the factory like that because they look over the bike prior to transport. The bike was well packaged and clearly it was damaged from the factory. This area is about 3” long and and 1” wide. Also stated it had to be shipping damage so do a claim from transport company. Transport company was another nightmare but in the end was going to get the damaged part from the company but the company denied and said that we needed to print ourselves? Not sure how they dictate that or are they the same company ?? For a $2000 bike I would never recommend this company, we did get an offer of $200. But again, would have liked a new bike in new state. Also learned that this company is not a member of BBB …should have looked sooner. Bad company and bad service. Zero recommendation.

Downright awful customer support.
Bought and received scooter late 2024. Worked really well. Until it didn’t (5 months later). I finally got around to emailing them. They respond but it’s always in the middle of the night with one sentence answers/requests. They don’t send video guides or a series of questions. You have to have a conversation one question at a time every 24 hours. After 5-6 back and forth emails I started calling them. Someone does answer but they have no technical expertise. They’re just messengers that try and assure you they’re going to get you help.
Here’s the kicker- I offered to pay for repairs. After 4 phone calls and 12-15 emails I found out that had a repair center about an hour away. I offered to take the scooter there for repair. I offered my time, money to cover the cost of the repair. And still no guidance, no significant response. Their last email they sent (overnight) asked if I could send them a picture of the problem which I did (in May). I forwarded that email to them today but made very clear to them (over the past 2 emails and recent phone call) that I will now write a review outlining this experience.
Every company is amazing until there’s a problem with their product and then you find out what the company is really about and how they ‘support’ their products
If you’re a mechanical geek and know how to fix things then maybe consider buying this scooter. If you’re a regular person then be prepared to gamble 1500$ on a product that might give you 6 months of utility (still cheaper than a car I guess).

BEWARE - their return policy is a scam. No callbacks per their voicemail message, no response to a request to speak to a manager, and their customer service rep purposely dragged out my return request for 6 days and then ghosted me. Don't buy from this company.

Never order from GOtrax! I returned a broken go kart attachment and was told they would send a replacement, they have never sent it and now are completely ignoring my emails and calls. Thankfully amazon on agreed to give me a credit for the cost. Worst ever company I have experienced!

I bought 2 units from your GOTRAX company, 1st an eBike model F1V2 received on June 7th 2025, which I'm happy to get and used it.

So I decided to get another unit an eScooter model GX-Zero (received it June 11 2025), I observed the issue on dual motor mode, the FRONT WHEEL does not accelerate.

Sent a complaint to customer service team (gotrax.ca), the response is a bit slow but eventually sorted out. After providing all the details of the issue they sent a Front Wheel replacement together with the video on how to replace it (DIY).

The issue fixed after replacing the Front Wheel. Did a road test and very happy with the ride.

Don't buy their bikes I've received an ebike and customer support was needed but not received, they are simply ignoring my emails.

Having A warranty issue, I have been in contact with gotrax for a Month now and seems that they are not responding to my complaint. It seems that they do not honor their warranty, The bike is not getting power to run. Just be warned, if you live in Canada there is NO service available to repair your bike.

Scooter took 10 days to land, the tracking info was delayed but everything came in perfect shape and neatly packaged. The worth the wait!!! Great product!!!

Bought the Tundra March 28 th 2025 haven’t had the chance to try it yet as there’s missing front wheel nuts and the front disc is warped. I have called and called and no one ever answers or calls back. I ve emailed almost 10 times reached out on Instagram and got nothing. Bike is still unsafe and unrideable. Very disappointed in the lack of customer care. Sad. Very sad that not one person there can pick up the phone and make it right

I really wanted to love this bike, but the experience has been frustrating. The rear brake squeals so loudly that it’s embarrassing to ride in public. Even after 500 km, it still hasn’t improved. It seems like it already needs new brakes, which is disappointing for a new bike. Not the quality I expected

I bought the Gotrax FX3 hoverboard as a birthday gift for my 8-year-old son, and it was a complete disappointment. The hoverboard stopped working in less than three weeks, even though it was still under warranty. I reached out to Gotrax customer service, and they initially requested a video showing the issue, which I promptly sent.
Since then, I’ve heard nothing—just dead silence. I’ve followed up five times, but there has been no response. It’s incredibly frustrating, and my son is heartbroken because he was so excited about this gift.
This kind of customer service is unacceptable. If you’re considering buying from Gotrax, beware—great-looking products mean nothing if the company won’t stand behind them when they fail. I won’t be purchasing from them again.

We bought 3 bikes, two of which had faulty batteries, We were told we would be sent 2 new batteries and then nothing, no responses to e-mails, no way to call either. I'd love some Help Go Trax Canada

I love my bike! I live on a very hilly, rural road and it has more than enough power to get me back home. It makes riding a bike fun again! It’s a great product at a very reasonable price.

This too can be your grandads bike.
I’m a grandad and I wanted to get back on the road on out of my garden.
Research first and check out the videos on YouTube. I did and I found a bike that fit my physical profile and a store that I can go to for information, parts and advice.

About 3 months into our new e-bikes and we couldn't be happier. We ordered online had them within about a week. I find my EB 4 very well built and tough as nails. 1200klm so far and no issues at all. I'm so happy with my purchase, I ride my bike everywhere. Love it