Complaints

• Initial Complaint

  02/06/2025

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a 2023 Addmotor SOLETRI M366X eTrike on August 17, 2023, for $3,099 (with $250.85 in interest paid through Affirm). The eTrike was marketed as a safe and reliable vehicle suitable for commuting. On August 8, 2024, the front fork experienced a sudden and catastrophic failure while being ridden under normal conditions. This failure could have caused severe injury or death.I brought the trike to **************, a professional and respected eBike repair shop, for inspection. They concluded that the failure was due to a manufacturing defect in the front fork, with no evidence of external damage or misuse. My insurance provider, **********************, also denied coverage, citing the defect as the cause.Despite this evidence, Addmotor has refused to provide a full refund. Instead, they have offered a partial refund with vague conditions, including requiring me to cover half of the return shipping and deducting an unspecified amount based on the trikes current condition. Given the defect makes the trike unsafe and unusable, these conditions are unreasonable.I am requesting a full refund of $3,349.85, including the $250.85 in financing interest, with return shipping costs covered by Addmotor.I have made multiple attempts to resolve this issue directly with Addmotor, including through my attorney, but they have failed to take responsibility. Supporting documents, including ************** evaluation and the insurance denial letter, are attached.

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The front break rotor (installed by the factory) came detached on 3rd use while riding, creating damage to front fork, rotor and front wheel hub (during warranty period). Maybe front break as well, I have no way to test. This also created a safety issue for me while riding. I was stranded in a very rural area, miles from my truck, alone and no cell signal (I'm a wildlife photographer). I did remove the rotor in the field so I could safely get back to my truck. The threads in the wheel hub that mounts the rotor are destroyed. I am not able to safely use the front wheel to mount another break rotor. I have added notes from the email correspondence. At first they claimed I repaired it myself and improperly repaired it. There have been no repairs made to the ebike. Then they admit it was due to human factors but not from shipping (human installed it at the factory). After that they claim external factors for wear. They change the story each response. The issue is not from wear, it's damage caused by a factory mounted part coming detached during normal and purpose intended use. Imagine the front break rotor on a brand new car or motorcycle coming detached while riding/driving. Them: Additionally, since the front rotor was removed and reassembled independently, it may fall under "improper repair or handling," which also isnt covered by warranty. Me: Rotor was never removed, I never put a wrench to the front rotor. It was installed by the manufacturer Them: Additionally, the damage to the threads on the front wheel disc brake was found to be due to human factors, not from factory shippingMe: The damage was due to an improper installation (installed by Addmotor personnel in assembly) It should have lasted longer than 3 uses. The ebaike was shipped with the break rotor already attached. Them: the wear appears to be caused by external factorsThey take no responsibility for flaws in their own craftsmanship

• Initial Complaint

  05/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a e-bike from Addmotor via Amazon on 3/29 and received it on 4/10. $1800 Upon assembly the bike was defective and would not turn on. Addmotor wanted me to trouble shoot and take the bike for repairs originally quoting me 20 business days for a new part and that they would reimburse me for the work done. I did not want to do this and requested a refund or a replacement bike. They said fix it or return it. I opted to return it and asked for a prepaid return label. They did not send me a prepaid label so I purchased a label for $557.20 to send back. Once the bike was already in transit they said, oh we would have given you a prepaid label. Now Im out extra $$. Addmotor said i would get refund when they received the bike. Now they are saying they need to test all the elements of the bike before they will refund me.This has been ongoing since 4/11 and I need a resolution that will be a full refund for the bike.Amazon said they would cover the cost of the return shipping but now is saying they will not cover the cost. Im filing a separate complaint against them to cover the cost.I have several documents, that would not upload

  Business response

  05/09/2023

  Dear *********************, 
  
  Thanks for reaching out and letting us know this.
  Our buyer ********************** opened a complaint #********.
  
  We need to declare this complaint #********, yes, our customer purchased an e-bike from ********************** via Amazon on 3/29 and received it on 4/10. $1800 Upon assembly the bike was defective and would not turn on, and then she would like to return the bike and get a refund on 2023/4/18, and to solve the problem soon, we have provided her with a prepaid return label ****** 771893274580)(which means pay by our account) on 2023/04/19, but she did not use our a prepaid return label and contact the ***** ***************************** the parcel without contact us first, and then on 2023/4/21, she informed us she returns the parcel already without using our prepaid return label. Please check the attached email details which we chat with her:***************************

  Besides, we have fully refunded the payment to the customer after receiving the returned item. What's more, the item that the customer returned to us got many scratches due to the incorrect packaging, as amazon rule, it should be charged part of the payment if the item didn't as the original, however, we didn't charge any fee from our customer and fully refund to her. Please check the attached email details which we chat with her: ***************************
  
  The return shipping fee of **$557 is also unreasonable because we had provided her with the prepaid return label already, but she did not use it. Since she did not discuss with us this expensive shipping fee before shipping; In this case, in general, it is unavailable to reimburse her; However, to give her a good shopping experience, would you please help to ask her to send ** the invoice for the shipping cost, and we will try our best to apply for partial reimbursement for her; we also asked her to provide ** the shipping fee invoice in the Claims of Amazon already, but she did not provide.
  
  We really appreciate you taking the time to review our appeal, I hope this will help you review this case. Hope you could withdraw this complaint. Please let me know if you need more information. We will reply to you soon. 
  
  Best Regards, 
  Addmotor Support Team.

• Initial Complaint

  11/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a bicycle from Admotor. Within the first four months the axle broke. They sent me another one, but it took almost a month because they didn't have any. I had that replaced in July. Then September the axle snap again, and had to be replaced.. According to my bicycle technician, the axle is about to snap again and it's only been five weeks since the replacement. I purchased this bike in February 2022 and I've had numerous issues and I want the bike replaced. Add motor has since not responding . For the second axle they made me purchase and it they didn't cover it . Parts are covered under warranty. Add motorbikes come with a one-year warranty and I want my bike replaced. I have corresponded with them several times via phone and email. They are not sure why this defect is happening but they won't replace my bike. Emails and receipts to be attached soon

  Business response

  12/16/2022

  Business Response /* (1000, 8, 2022/12/02) */ The customer ordered our************, which has a 24-inch size front wheel, and rear 20-inch rear wheels. When customer reached out for another axle, we realized it was not normal, and our customer service team readily emailed the customer for detailed documentation of this matter. It seemed that the customer had often been riding the bike at a higher speed, customer also mentioned that she set the wheel size to 28 inches, which will drive the trike to go even faster. We don't recommend customer set the wheel size to more than 24 inches, being 28 inches, the speed will be faster than the control system program it to be, thus overworking the axles, it easily wears out this way. We decide this is the biggest reason for the axles to break, thus didn't meet our warranty policy. The customer did mention that she set the wheel size to 28 inches because she didn't get top speed out ************* as advertised, we then ask for more detail, and she didn't reply ever after.

• Initial Complaint

  09/29/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  The company has hundreds of complaints and misleading business practices selling junk bikes that break immediately or close to initial purchase ... I have a bike that has been taken to top bike shops ********** and from day one they were shocked at how dangerous this bike is the team mounts for brakes don't align the hub motor broke only after several months the bike has electronic problems constantly from day one ... I tried to be patient and ask for a warranty repair and spent hundreds just to make this bike work not to mention they lied to me and now are only sending me a hub motor to replace the broken one that should be free ... they have the same operation scam for every customer asking gif pictures videos and all other types of procrastination methods to avoid responsibility for their sub par and faulty product ... another issue I had was the ebike taking off on its own which I had to pay another bike shop hundreds to fix ... they have a scam if your read other people experience where they request you send back the broken product component and basically hold hostage for weeks ... these OEM BIKE MANUFACTURES JUST BRING JUNK BIKES FROM CHINS THST ARE CHEEP AND AND ALMOST NO BIKE SHOP WANTS TO WORK ON ... I had to pay on top of this 180 for a new motor which should of come completely assembled with the wheel and spokes but is now I'm being told only the motor ( unreal) bike shops charge hundreds to respoke of I can even find one that will do this ... I'm trying to get my money back for this product in full and have contacted a lawyer in Seattle I want to make sure others don't suffer like I have as I am using this bike to get to work and must find another way ... this company should not be allowed to operate in the United States or anywhere . It's profoundly duspounting that their is no governmental oversight on these cheep and dangerous ebikes coming into our country and being sold by these charlatans to unsuspecting consumers ... there are hundreds of complaints against this co

• Initial Complaint

  09/28/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased my E-Bike from the company 1 year ago. Shortly after purchasing it started blowing fuses and the company basically said it was from improper use which is incorrect. After multiple blown fuses I started getting error and maintenance messages on the LCD screen. Company replaced battery base which did not fix issue. I then proceeded to mail in battery base, controller and battery which were inspected and sent back but without any solutions. I've been basically chatting via email with someone named Iris who replies during the night and doesnt seem to care if I have a working bike or not. Most recently I mailed in my controller the end of August and it took 1 month to get a replacement that appears used AND doesnt fit my bike. Also - the company doesnt answer the phone or return my calls when a message is left. I have hundreds of emails proving Ive been trying to work with this company. Here is a picture of my most recent issue.

• Initial Complaint

  09/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My order, ( *******************) was defective when delivered. They want me to remove the controller and return it. They sent no video on how todo that. I looked and I don't see how it can be removed. I purchased another that I had to fix the wiring. Both cost $3000. Both need repair. Brand new. I don't feel comfortable trying to removethe controller. If I break something they will probably void the warranty and I will be stuck with a ,$3000************. I am probably going to pay for a U haul and pay for shipping.

  Business response

  10/31/2022

  Business Response /* (1000, 8, 2022/10/20) */ Contact Name and Title: Addmotor Tech Contact Email:******************* To whom it may concern: Case Number: ******* Invoice Number: ************** Customer Name: ************* ************* ordered one ************* which is the world's first ********************** certification under invoice number **************. Here is the official link of the product **************************************************************** Later, on September 24, ******* contacted us to report that there is a issue with his light operation over the phone with our Tech team, then we proceeded to recall the controller to our flagship shop in ************ for inspection and sent a prepaid return shipping label via ******************. Our technical team did at least three full tests after receiving this controller and did not find any anomalies in it. However, we ordered a brand new controller for ******* and it is currently on its way to our ******** warehouse, it will be shipped once our shipping team have it. So far, we need to wait until he installs the new controller and gives us feedback on whether the problem has been resolved before deciding whether further action is needed. In this case, we, Addmotor, as the merchant, were the first to offer a solution and actively assisted ******* in resolving the issue. Although we did not get any more pictures or videos proof of the problem, we chose to trust the buyer unconditionally and recalled the faulty parts. Attached is our email exchange with ******* as a supplement. Sincerely, Addmotor Tech

• Initial Complaint

  08/16/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I recently online purchased an electronic **** Trike from Addmotor. The product had good reviews. I received the trike last week and had it professionally built on 8/13/2022. The trike is beautiful and seems well made. The problem is a safety issue associated with riding the trike. It is quite "tippy" so as to feel like the rider will fall. This even at slow pedaling (but especially when the motor has been engaged). As I am a senior with disabilities, I feel very unsafe riding this bike. I've made several attempts to contact (phone, chat) the company with no results. I don't know what to do and would appreciate BBB's perspective and help.

• Initial Complaint

  07/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I order a ******** ebike and was gave a shipping number that it was coming from*************** didn't have me to concerned because it did have a pretty long way to travel to get to me, i was provided a tracking number about 2 hours after placing order and it was with *** air freight which I thought was strange because air freight is super expensive where talking like **** just to get it to the united states well 4 days pass and i decide to check and see where my ebike is, well it says that it has been delivered to my mailbox and is in my mailbox and had another address which is the address for addmotor.com i guess main us hub so i contacted them the said oh this is normal we will have the bike soon to you and will give you a discount if you sign for the bike now saying you received it i was like **** no I'm not signing anything unless its here in front of me and upon contacting *** it was delivered to them and there saying I never placed any order with them now and are refusing to send me my ebike now saying I didn't buy it from them when I **** did and there are now refusing todo anything to help me, and scammed me out of ******** that took me a year to save and now I'm out all that money and all i want is my ebike delivered to me that i paid for or an equal model and still refusing to make things rite this company needs to be shut down and thieve deleted all communications i had before with them so the only evidence I have is my bank statement with all my account info and i really don't want to just be handing out this info after what just happened i removed some personal info because I don't know whose seeing this and I'm concerned and very scared of doing or sending anything online at the moment

• Initial Complaint

  06/17/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased an eBike *************** from Addmotor Tech in *** **** . I paid ******** for the bike and it was great. Then **** ** ***** the motor expired, due to shielding from the power wire coming out of the rear hub motor and connecting to the battery , was compromised as it got sliced into by the rear disc brake rotor because of poor workmanship from Addmotor . I contacted ADDMOTOR Tech in ************ on Oct 22 , 2021 by phone and talked to a gentleman and explained to him what happened and could this be covered under warranty so I can get a new motor and he told me yes I will get a new motor replacement. Then I was told I would get an email with a tracking info once it ships out. I waited for a few days and never received an email with tracking information. I never received anything. So I then emailed ADDMOTOR ******** and spoke with **** who told me she first wanted me to troubleshoot the problem and I had to video tape me performing these test. So in response from Addmotor********* I was told to send the hub motor , wheels, controller , battery , and headlamp back to Addmotor Tech *********** to be tested. "All this after telling them already several times that the problem is the motor being compromised by the rear brake rotor" After it taking them one week to test my parts I sent back to them Addmotors Resolution was this: We have troubleshooted the problem is from the wire coming from the motor was damaged due to owners riding habits and isn't eligible for a replacement motor under warranty. Then added if I wanted to pay them ******* I could then order a new motor. I told them nevermind that to please send me my parts back to me that I will handle the repairs on my own. To this day June 16, 2022 I haven't yet received those parts back. I have emailed them numerous times asking for my parts to please be returned and get nothing. Its been almost been eight months now and still never received those parts back for my bike.I hope *** can help me get them back .

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩