ComplaintsforMokwheel

• Initial Complaint

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My autistic son bought his Basalt bike in late November 2023. Since we got the bike we have had nothing but problems with it. The rear wheel hub motor had an internal failure and had to be replaced. Took forever to get the part because they were claiming it was back ordered. We got that and the cable to connect the wheel was too short. His left crank arm has fallen off several times and the bolt for the bottom bracket was stripped. The biggest issue is that his battery melted at the connections. They advertised on their site that this bike is perfect for hunting and off road adventures. They refuse to stand behind their 2 year warranty and refuse to admit its a poor design. Yes, they are sending a new crank arm but we still have a useless electric bike with a junk battery because they wont stand behind their warranty. No where on their site does it state that you cant ride that bike in the rain. A electric bike should be able to stand up to the elements of everyday riding conditions. Talk about a true bait and switch company. My autistic son cant drive and this was his only mode of transportation so he can get to his minimum wage job. Thanks for ruining his dream of getting some independence.

  Business response

  08/09/2024

  *** customer submersed his electric bike in muddy water and damaged the battery which costs $599.00.  Water damage of this magnitude is not covered under warranty.  Attached is the photo the customer sent of his battery compartment.  ***re are thick mud deposits inside, indicating not just splashing but submersion of the bicycle.
  
  *** customer states "A electric bike should be able to stand up to the elements of everyday riding conditions."  This damage is not the result of everyday riding conditions, this product has been damaged through mishandling.  Our warranty, which is available at the bottom of every page of our website, states on line 4 under the section titled "What is not covered by this warranty?" that "Damage caused by misuse, abuse, negligent handling, failure to perform required maintenance (e.g., failure to keep the well of the motor or battery clear of liquids and other debris), or damage due to mishandling."
  
  ***re is no deception, miscommunication of warranty conditions, or failure to stand behind the product,  *** electric bicycles we sell are not marketed as waterproof or able to withstand submersion in water.
  

  Customer response

  08/09/2024

   I am rejecting this response because:
  
  He did NOT submerge his bike in water.  In no way shape or form did that ever happen. This is 100% from everyday riding and your bad design. Our only access to our garage is from an alley behind our house which does get some puddles from time to time. Puddles along the road a sidewalk are also a thing in ****. It also rains in ****.  It should stand up to everyday riding conditions including off road adventures. You are a bait and switch company. 

  Business response

  08/12/2024

  Damage by liquid intrusion is not covered by warranty (see attached image, screenshot of relevant section of warranty policy as it appears on our website).  The damage to the battery terminals is typical of water damage.  Mud deposits inside the frame are a clear indication of liquid intrusion (attached image is photo provided by customer).

  We continue to work with this customer but are unable to provide free parts to remedy an issue caused by mishandling.

  Customer response

  08/12/2024

   I am rejecting this response because:
  
  It wasnt caused by mishandling. It was caused by their poor design.  There are multiple other complaints of this same issue from this company. I will not accept anything but a replacement battery at their cost. Even my LOCAL Mokwheel dealer agrees that this is a poor design and this should be covered under warranty. 

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction June 28, 2022 Amount paid $1,199.00 The business committed to provide the Mesa City Commuter E-bike with a 2 year warranty.The bike malfunctioned and no longer work since March 2024 which is when I first reached out to them by phone and email to have the bike repaired or replaced. This was within the 2 year warranty.After months of phone calls and emails where I provided photos and video that they requested to identify the cause for the malfunction, they did confirm that the bike was malfunctioning. an employee named **** said they would be sending the replacement parts he felt were required to fix my bike instead of replacing it.Since then, all email and phone calls have gone unanswered and the bike still does not work.I want to have this bike replaced under the warranty as it should have been months ago when it was first addressed.

  Business response

  07/17/2024

  We have been in communication with this customer working on  their warranty claim.  There is currently $239.98 of replacement parts in transit being shipped to the customer as I type this response.

  Customer response

  07/19/2024

   I am rejecting this response because:

  I appreciate the rear wheel and cadence sensor being sent, intended to resolve the grinding sound and trouble getting the *** to engage. 

  It doesnt sound like they wouldnt help with the bike shutting off, however. I am concerned that the shutting off is due to a bad battery. 

  I also emailed on May 25 to report that the charger stopped working as well.

  I took the bike in to a repair shop because the left crank arm began falling off and they said that the crank arm may not have been properly tightened by the manufacturer and thus resulted in it being loose and damaging the part and that the crank arm now needs to be replaced so that it doesnt keep falling off. If the crank arm isnt covered, I can pay for that replacement part.
  

  
  

  Business response

  07/22/2024

  Our ************* has been in continuous communication with this customer, our last email response to him was yesterday.  He has been provided support and sent replacement parts.  This includes steps to prevent the bike from shutting down as he described.  The crank arm he is mentioning,he emailed us yesterday asking for the cost and not as a warranty claim, and we responded same day as well as this morning.

  We would like to respectfully request the customer to give us an opportunity to provide the support he is asking for, and not to use the BBB as a messaging board;  reserving complaints for appropriate issues such as a rejected claim or a significant amount of time without an answer, niether of which have happened.

• Initial Complaint

  07/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Mokwheel Basalt ebike for my son and it came in the mail. After following the instructions to build the bike we attempted to turn it on and it would not work. After many calls and researching the issue online they finally said they would send a new screen for the ebike as it has known issues but they where out of stock. it has now been 4 weeks. After a ton of unanswered calls or abrupt hang **** emails and trying to contact the company they will not let me know the plan or respond. I was informed that the issue is not covered under warranty because the warranty does not start until the ebike turns on. Problem with the is I cant get the ebike to turn on with the faulty display they shipped. They will not issue me a refund because it must be requested 15 days after purchase and I was allowing the tech support ******************* time to fix the issue. I thought it was funny that I did not get a response from them till 16 days after purchase which I feel is part of their plan to not have to issue refunds.After speaking with many people they all tell me that is what the company does and now I am stuck with a product my son cant use and out $2000.

  Business response

  07/08/2024

  We are currently in the process of providing this customer with warranty service.  It is true that the replacement part required was backordered and there has been a wait, and we do apologize to the customer for any inconvenience this has caused.  However, the customer's statements regarding the wait time and warranty status are untrue.  Please observe the evidence provided:
  
  FALSE STATEMENT:  "...it has now been 4 weeks"
  The customer has not been waiting 4 weeks.  The bike was delivered 6/14/24 (see screenshot BP_05.png, invoice w/ delivery date).  The replacement warranty part was shipped 7/1/24 and is currently in transit (see screenshots BP_03.png warranty part order w/ tracking number and BP_04.png tracking number history).  This is 15 days after the customer received his bike, just over two weeks.  The customer filed this complaint with the ******************** on 7/6/2024 which is after he was notified the part was in transit, 22 days after the bike was delivered, which is just over 3 weeks.
  
  FALSE STATEMENT:  "I was informed that the issue is not covered under warranty because the warranty does not start until the ebike turns on."
  The customer was never told that his warranty is not in effect (see screenshots BP_01.png, CS rep thanks customer for providing the requested photos and videos and states he will be shipped a replacement part under warranty, and screenshot BP_02.png customer requests an update on delayed shipment and CS rep ******** with requested update).
  
  We hope the customer will allow us the opportunity to continue providing service in order to get his product operating in satisfactory condition.
  

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Spent $4000 on a trike and bike on May2,2024.***** had faulty lock for battery since day 1,returned trike to point of puchase.Shop agreed to fix lock but they cannot get part because mok wheel will not respond to vender or myself.Since mok wheel will not respond, my money should be refunded or replace my trike.Made purchase in May,it is now July and No effort has been made by mok wheel to correct problem.The problems with mok wheel are wide spread.I have been robbed by this company.Please help! I am sure you will receive many more complaints!

  Business response

  07/05/2024

  This customer purchased from an independent shop, his business is with that shop.  I am sorry if he is waiting for a replacement part but he has not been "robbed".  We encourage the customer to stay in contact with the retailer he purchased from.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bike stopped functioning and is still under warranty. I've attempted to contact support via email and phone with no response. I want the issue fixed. If the repair is not covered I'd like a parts list so I can have repairs made.

  Business response

  07/02/2024

  Due to work load we were not able to provide an instantaneous response to this customer's email, but we have responded.  We strive to help everyone equally as quickly as possible.

• Initial Complaint

  06/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Placed an order in 5/26/24 for 2 electric bikes. During the time that I ordered they offered A promo to choose a free gift. I have not received my gift yet which should be A trailer Pet Shed. Retail on their website was ******. I called them approximately 6/12/24 and I was told that I would be getting an email confirmation for shipment the next day. I havent received an email confirmation or the product yet. In the meantime, my LCD screen doesnt work. My bike only has 3 miles on it. I have sent emails for the following dates and have received NO response. The dates are June 15th, 21st, 25th and also have left messages via phone several times . I called 4 times throughout the whole day from morning to evening on June 24th and still havent talked to anyone. The answering system tells you they will get with you shortly and they may be monitoring phone calls. They arent monitoring anything! To make things more aggravating it disconnects you from holding after 20 minutes. We spent over ******* and really really regret it. Wish we would have went with another company. I want my free gift and my LCD screen Ive got it coming to me. You people got my money now give me some customer service in exchange. Order #*****

  Business response

  07/02/2024

  We have been in contact with this person and have been working with her to diagnose the issue with her screen and assisting with her free gift.

  The customer's purchase came with the choice of one of two free gifts.  The customer's free gift shipped right away, she then contacted us and requested to change her choice.  Her shipment was already in transit, we had to recall the package.  Since then the other gift she wanted has backordered and we have been working with her to sort it out.

  Customer response

  07/05/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered an ebike on June 6 and today is June 21, *************************** bike. They refunded me one order of a part accessories for the ebike that I paid $99.00. But never refunded me my $2300. They are saying they can't refund me because of an open dispute by affirm. ****** has tried to make contact with them several times and Mokwheel will not responded to them. Dispute has been closed but they still refuse to contact affirm and refund my account.This is the worst customer service I ever had to deal with and I will continue spreading the word about this horrible company. Now it will cost me attorney fees to get my refund back.

  Business response

  06/27/2024

  While we were in the process of servicing this customer, they made the unfortunate decision to dispute the charges with the BNPL lender they paid with before we had the opportunity to help them.  Once that happens, we are blocked by the lender to make changes to the account, including refunds.  Apparently although the lender allowed the customer to file a dispute they did not give the customer back the money.  We are waiting for this dispute to resolve so we can bring this transaction to a close.

  Customer response

  07/01/2024

   I am rejecting this response because:
  More lies from this company,  yes I did open a dispute because I never got my order and they were not giving me any answers. Affirm who was the lender has been waiting for Mokwheel to reimburse them not me.. there are so many complaints about this company on BBB and people need to be aware 
  
  

  Business response

  07/02/2024

  I stand by my previous response.  Since then the dispute has reached a status where we were able to refund the customer and we did.  If the customer has not received their money back, it is now between them and Affirm.

• Initial Complaint

  06/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a mock wheel Basalt ST Bike on June 5, 2024. Went to assemble the bike, removed battery and noticed the corner of the battery was crushed also a dent in the middle of the top part of the battery. Look like it had Dropped. Plugged it into charge it. It took longer to charge on the recommended time. Took close to 10 hours to fully charge. Wanted to report this because Im not sure if I will have future issues with the battery.Have tried calling them several times, being on hold endlessly. Also left several messages. Tried to contact them by email a few times and no success.Our order number is *****

  Business response

  06/19/2024

  This customer was responded to about their shipping damage claim the same day. This issue is being taken care of in accordance with our warranty and return/refund policies.

  Customer response

  06/20/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. My issue was trying to get through to customer service! Immediately after filing this complaint, I called them for 1 last try and someone answered!! I THINK issue is being worked on. Havent heard anymore yet

• Initial Complaint

  06/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  order #***** | MokWheel Obsidian - the Mokwheel Obsidian purchased on May 23, 2024 and delivered on June 2, 2024 has been having multiple issues, to include the display powering on and doing nothing more, including powering off, and battery and/or battery charger malfunctioning. **************** Specialist, "******", commentary, vague responses, and overall attitude in making any effort to timely resolve the issues surrounding the above referenced order fell deplorably short of the standards of professionalism in which customers are entitled to receive when reporting multiple issues with a defective product that is less than 2 weeks in age. Outlining the issues below, in addition to the provision of video of the battery charger and/or battery previously provided on June 12, 2024, there has been: 1.No estimated date/time of resolution has been provided; 2.No resolution has been provided; 3.No replacement has been ordered or received per ******. With regard to the Mokwheel Obsidian display defect wherein the display will power on and do nothing more to include turn off, it was indicated that additional photographs and video will be needed. ****** indicated that an email would follow; however, no such email has been received. Further, there was no indication as to a timeline of how long it will take to resolve the reported issues or if a dealer in the area can be of assistance.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an ebike from this company. The model was an Obsidian. The bike has a 2 year warranty. I rode it for a month and began having problems with the rear wheel, and then the bike quit working all together. It's all computerized and battery powered and doesn't work at all now. I contacted them on 3/15/24 about the problem, they tried to trouble shoot the problem with me. But nothing worked and the problem hasn't been rectified in three months on which I am currently still making payments on. I've emailed them several times in the last month, no response. I had a phone conversation with them as recent as yesterday and still no response. Any help you could give would be appreciated. Thank you. *********************.

  Business response

  06/19/2024

  We have been engaged with this customer troubleshooting the fault with the bike.  These are complex systems and since we are working with the customer remotely it is not always a fast process.  The nature of warranty service is clearly stated in our warranty policy available at the bottom of every page of our website for anyone to review before making a purchase decision.  A complaint to the BBB cannot speed up this process, we can only take the necessary steps to rectify the fault.  Mokwheel has been providing warranty to this customer as requested, and can extend the overall warranty period to make up for downtime.

*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. ↩