ComplaintsforBee Cool Bikes

• Initial Complaint

  08/28/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hello. I purchased two e-bikes from them approximately 2 years ago. 1 explorer for me and 1 adventurer for my boyfriend. Both had issues during delivery but we had them fixed and have been working ok. However past few months my bike has been completely shutting down after a full charge and riding only a few miles. I have been in contact with the company via email and have sent pictures and videos. They kept insisting I need a new battery. They also suggested replacing the battery connectors first, which I did, and still had the same issue. I swapped the battery from the adventurer and my explorer seemed to work. I contacted bee cool again and they keep saying its the battery and have offered a discount. My issue is, my battery only has 736 miles on it and I provided them a video of the battery voltage which is still good and close to the 90% range. Someone in one of the bee cool ******** groups suggested it is the battery management system. I have many emails to bee cool to ask for explanation as to why the battery should be replaced since its normal voyage. All they say is this is normal. I had a FaceTime call with a rep and asked her for an explanation, all she could say was its normal. Based on my calculations of how many miles I have currently and the number of miles the battery gets per charge, I didnt agree that this is normal and also said the other bike has same amount of miles, used the same amount of times and charged the same, and that doesnt have the same issues. Also asked to explain why they are saying to replace it when it shows 90% voltage. She couldnt explain that. I mentioned the *** to her and she couldnt provide an answer for that and hung up. She had bee cool once again email me saying to replace the battery. Is asked them about *** and they said they do not provide a video on how to reset. I would like a resolution to this. I do not feel they have adequately explained the issue and why the battery should be replaced.

• Initial Complaint

  10/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Step Thur Pathfinder Electric Bike from BEE COOL BIKES on 6/20/22 for the amount go $1899.00 order #**** The bike did not work properly after the 2nd ride on it. They did send me replace screen which did not fix the problem.I have sent several emails with pictures describing the issue. You can not talk to a person that actually knows anything. They are only people who answer phones over seas. They tell me to call Neil Bee Cool's tech person who is in CA. He "thinks" it might be the controller so Bee Cool is suppose to send a controller and harness. I received the harness but no controller on Aug.29, 2022. Today Oct. 3, 2022 I receive the wrong controller. I just can't seem to get this resolved. I have a brand new bike that I have not used in the 4 months I have owned it.

  Business response

  10/20/2022

  Dear ******,
  Hope you are having a nice day so far.
  Thank you for choosing BeeCool Bikes, we really appreciated it.
  
  Since the establishment of Beecool Bikes, we have been committed to creating a good shopping experience and the best after-sales service process for customers. 
  When customers encounter problems, we will respond in a timely manner, try our best to help customers solve problems efficiently, and expect to get more praise from customers.
  
  It is true that we still have many imperfections, such as the damage caused by transportation, which brings inconvenience to our customers. 
  We are also actively improving and optimizing all aspects to reduce unnecessary losses to customers.
  
  We are also continuing to follow up on the customer's feedback. Previously, the customer was angry and complained because we sent the wrong controller to him. 
  Later, we sent the correct controller to the customer in time. It is expected that it will be delivered soon. 
  The customer also agreed to our remedy and compensation plan. It can be said that everything is developing in a good direction. 
  After the customer receives the controller, the problem can be solved. 
  We will also continue to care about and pay attention to after-sales problems fed back by customers and do our best to solve problems for customers.
  
  Your understanding and support are our greatest help, and we really appreciate that.
  If you have more questions do not hesitate to contact us back.
  Best Regards,
  BeeCool

• Initial Complaint

  09/13/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered two Bee Cool Rambler Bikes only July 31st they were, a wedding present from my parents. The bikes were shipped to us damaged. When I compared the packaging of these bikes to the "how to unbox your bike" video created as a tool by Bee Cool, i noticed that several of the steps were not necessary as Bee Cool had not completely packaged the bike. as I unpacked them further, I concluded that this poor packaging was the cause of the damage. At this point, we'll call it bike (1) was unpacked and assembled, except for the headlamp which had been completely smashed do to it not being secured/padded to anything inside the box. Bike 2 was largely still in the packaging as the first unboxing step revealed damage to the wheel and the frame. I then began a 27 day email exchange, that is still ongoing to try and return this bike. I will include the thread if it is possible. At about day 7 I was fed up and wanted nothing to do with this company anymore. I conveyed to the company that I wanted to return both bikes. They replied that the bike (1) 'wasn't that damaged' and they offered to pay me 100 dollars and some other free things to keep it. After I am not sure how many more days they finally agreed to take back bike 2 (we have still not received that refund nor any communication about it) the bike was returned on August 24th. This experience is enough to file a complaint over but wait theres more. Then yesterday happened. I was pedaling on a sidewalk to let traffic flow, I came to a bend where the sidewalk became a driveway. I started to squeeze the rear brake to take the curve. the rotor broke off, taking bits of the hub with it. I squeezed the other brake and it suddenly went soft. With no braking power i had to ride through a garden of large rocks over a curb, and into traffic, the car swerved to miss me and I was able to keep control to get back to the side of the road. The components failed after 70+ miles of operation and could have left me seriously injured.

• Initial Complaint

  09/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We purchased a refurbished bike E-bike from Bee Cool Bikes on June 4, 2022. We purchased the bike directly from their local test ride and dealer in *******, CA. He had us place an order online for a new bike and then he let them know that we purchased a refurbished one. On June 21st we contacted their dealer because we were experiencing issues with the back brakes. He advised us to drop the bike off that weekend which we did. We tried contacting him about the fix and did not hear back from him until June 30th at which point he told us that the brake was not an easy fix and he did not have the part. We contacted Bee Cool Bikes who advised us that in their opinion the brake issue was caused by us and not covered by warranty. Although we did not agree with this assessment we ordered and paid for the part to fix the issue. We have not received the part yet. The first order was lost. They sent a second order and it has been in transit since July 29. We purchased the bike for our son to have transportation over the summer while we worked. We had to buy a different bike for him so he could get around. The Bee Cool Bike is still with their local dealer and he does not return our calls or texts to even arrange getting the bike back in it's broken state. This is unacceptable. In my opinion they should either replace the bike, fix the bike or give us a refund. We don't even have the bike in our possession despite contacting their dealer repeatedly.

  Business response

  09/22/2022

  Dear ******,
  
  Hope you are having a nice day so far.
  
  Thank you for choosing BeeCool Bikes, we really appreciated it.
  
   
  
  Sorry for not giving customers a good shopping experience, please believe that we have been trying our best to solve the issues.
  
  Although many problems are caused by FedEx and UPS transportation, we will still help customers solve the problems.
  
  Beecool is a company with high product quality, high cost performance and the best service. Please believe that we will solve every customer's problems.
  
  Thanks for contacting us.
  
  If you have more questions do not hesitate to contact us back.
  
  
  
  Best Regards,
  
  *****

*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. ↩