ComplaintsforEcotric
Electric Bike and Scooters
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Complaint Details
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Initial Complaint
07/04/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I bought an e-bike foldable the battery has gone out twice and I believe there has to be an issue with the battery and its defective. This is the second one that has gone bad in two year span. I understand there is 18 month warranty however I believe this battery are defective from beginning.Initial Complaint
06/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Electric bike purchased March 2023. Bike functioned as it should until March 2024 (less than 400 miles on bike). Bike no longer able to hold a charge for more than 11 miles, previously held a charge for over 20 miles. ****** controller on the bike and noted burned wire wrappings. Emailed Ecotric, (4/11/2024) that bike was no longer holding a charge. They had me submit a video showing battery fully charged, I also submitted photos of the burned wires in the controller box. (4/22/2024) they sent 2 replacement parts. Motor ******************* I paid $65 to have them professionally installed. (5/8/2024) Rode the bike and again the battery died at 13 miles (5/30/2024). I emailed them back requesting a replacement bike as my bike was still not able to hold a charge and another fire was a concern. I have never heard back from them. I also provided a copy of my order number and a picture of the battery label per their request. I would be happy with a replacement or reimbursement.Initial Complaint
09/29/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
After my ebike was "lost" by **** i did the right thing and informed the retailer of the bicycle. This would have been my 2nd bike and 3rd within my home. I purchased the bike through a preferred vendor at a 1 day only discounted price. The discount had ended but i fgured since the was lost out of my control they would honor that same price. They refused but ****** some accessories for a bike i dont have. I felt this was inappropiate and possible discrimination issue. As a ongoing customer i felt their response was a blow off and will never purchase or recomend their bikes again. In additon, i will spend 3-4 hours a day since im unemployeed making sure people are aware of my customer experience or lack their of. I will posting several ******* videos of my experience.Initial Complaint
05/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased 2 26" Fat tire Cheetah Bikes from this company. An orange and blue one, the blue one came damaged. After several back and forths with C/S they told me I needed to take it to a repair shop to see what was wrong with the gears and take a picture and they would refund me. This is a brand new bike and I have to take it in to pay for repairs? I asked that a new bike be send since it was sent out defective. All communication has stopped. PLEASE DO NOT BUY FROM THIS COMPANY.Business response
05/29/2023
We thought that the problems of his bike was made during the shippment, it was a small problem. So we told him how to adjust to solve this problem. If he still don't know how to adjust it, you can take the bike to your local repair shop to check, then send ** a picture of the receipt, we will refund the cost to you. We want to save time for both parties to solve this problem, so we suggest that he can try to adjust it first. If he still don't want to take it to the repair shop to fix, please send us a video to show the problem, we will check it then apply pre-paid return label to him to return the bike. But he did not want to cooperate with us. If he really want to return or exchange it, he should give us a video to show the problem, because we need this evidence to apply a free retunr label for him. We hope that he can cooperate with us to solve his problems. Our company has our return policy and rules. We are always want to give all customers have a good customer service.Initial Complaint
10/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate business
I purchased two e-bikes in April 2022. Both Bakeries have since gone bad and will not charge. I spoke to the representative for the company several times. I'm only asking for a return authorization for the batteries and then replacement once they verify that the batteries are in fact bad. They don't return my calls.Initial Complaint
09/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a fat tire bike on July 23, 2022 and received it on July 29, 2022. While my son was riding the bike, the tire came off and on August 16, 2022 I contacted Ecotric to advise them of the issues/defects of the bike. New parts were sent out and received on August 30, 2022. On September 2, 2022, I attempted to contact Ecotric to advise them of the defects but ***** was available to speak with. On September 6, 2022, when I was finally able to reach someone, he were extremely rude to me and my husband, threatend me, hung up on me, and blocked my phone so I am not able to get through to them. Customer service does not return calls and the child at the store refused to provide his name to me before he hung up on me and blocked my number. FYI, we never cursed at him or yelled at him but were expressing our frustration. No resolve and we have a defective bike that they will not replace or refund.Initial Complaint
05/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I bought my Ebike on July21, 2021. The **** posting is listing 18-month warrantee on its battery. I informed Ecotric that my battery is not holding a charge. The company is making me go through all these hoops as seen on my attached emails. My battery has a dead cell and Ecotric will not honor the warrantee.Initial Complaint
05/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased two Ecotric fat tires directly from seller's warehouse on March 25 as an open box. 2 weeks later, I discovered that the weld has failed on one of the bike and is becoming a safety concern. So I reached out to the seller, at first they tried to denied responsiblity, it wasn't until I made the issue public on their ************** and an overwhelming amount of people confirmed that the image posted of the broken weld was a defect by the manufacturer before offered to exchange the bike in the **************. I was given a run around for more than 3 weeks with no resolution and now the seller is no longer responding to my text.Initial Complaint
04/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On April 22, 2021, I purchased two rocket beach bikes from ecotric bikes based at **********************************************************. My order number is *****. One battery charged and works with no problems. The second battery sparked and caught on fire at the very first attempt to charge it. There were no power surges or any indications that the power supply was faulty. I notified ecotric bikes and it seems from the that they want to be defensive and deflect or ignore the warranty that I relied on when I purchased the bike. Their warranty clearly states that a replacement would be provided for faulty materials within one year of the purchase date.. It is difficult for me to provide videos and other information regarding the bikes since they are at my second home in Oregon. Additionally, I am bewildered by what a video would reveal for a faulty battery except that a person would be sitting in front of a camera with nothing happening. The battery is in perfect condition with no corrosion, case damage, or other outward signs of damage except that the battery is dead and useless, from the factory, unable to be used for one year now. I am extremely disappointed that this company cannot accept responsibility for taking my money and giving me a faulty product and then arguing with me for a year without resolving the problem according to their own warranty specifications. I am also indignant that they have not even acknowledged that this battery caught on fire when I attempted to charge it, and couldve blown up in my face or caught my house on fire. My next step is to look for similarly abused victims of this companys faulty batteries and faulty customer service department and start a class action suit, while seeking solo legal remedies, and negative reviews on every social media platform available to the electric-bike buying public, warning them of the fraudulent warranty situation and the dangerous combusting batteries. I am asking for BBB assistance/advice/intervention.Initial Complaint
04/19/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I purchased an electric bike from Ecotric. The bike was delivered with a defective front tire rim, the wrong white reflector and was missing a hub bolt on the front wheel. I contacted customer service and all they ask for is pictures, which I sent numerous times. Won't answer customer service or technical support phone lines as they are always full. They do not want to talk with customers or their dealers. They only do business via email and pictures. I had to take the bike to one of their dealers (Shore Bikes Rentals in ********, ** which is 2 hours away) and they fixed it for $69.28 Someone needs to reimburse me. We haven't ridden the bike as yet but their CUSTOMER SERVICE IS UNBELIEVABLY BAD!!!
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Customer Complaints Summary
13 total complaints in the last 3 years.
3 complaints closed in the last 12 months.