Yes, they do and if you want to get any serious issues resolved you will need to go to the BBB. I spent weeks going back and forth with Varla and got nowhere. They made me take videos and even wanted me to service the scooter myself at just 300 miles! I really hate this scooter and all the fraudulent claims they have made as a company. Have a look at their BBB page: https://www.bbb.org/us/ca/brea/profile/electric-scooter/varla-electric-scooter-1126-1000083646