ComplaintsforMokwheel

• Initial Complaint

  06/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 5/27/24 I made an online purchase from Mokwheel $3,997.00 for two ebikes and accessories Order # *****. One ebike arrived on Thursday 6/6/24. After installing a fully charged battery the bike will not turn on even though the battery shows a full charge.. I have called Mokwheels customer service number which cuts you off after waiting on hold. I have left voicemails on their customer service number as well as their technical support number and have not received a return call. I was willing to try and diagnose a technical resolution with Mokwheel but now I feel 100% burned by them. I have completed all of the troubleshooting suggestions on Mokwheels website to no avail.I have also sent them an email which hasn't received a response. They have a 15 return policy which states I cannot send the bikes back without a cancellation return email from them. As you can surmise, their company seems to be "rigging" the game and trying to run out the 15 day clock.For what it's worth I am a disabled American Veteran of the US Army and a lifetime member of the ***** Disabled American Veteran's ). Their organization will also be notified of this situation.

  Business response

  06/11/2024

  We have no records of this customer emailing us on this issue. Accusations of "burning" the customer or "rigging" the return arrangement are patently false.  We are going to reach out to this customer to resolve his issues.

  Customer response

  06/11/2024

   I am rejecting this response because:
  
  I have attached a copy of the email Id sent to *********************************** on Sunday 6/9

   

  Thank you

  **********************;

  Business response

  06/11/2024

  That is not the support email address.

  Business response

  06/12/2024

  Customer did that today.... we have agreed this morning to send him prepaid shipping labels to return the product.

  Customer response

  06/14/2024

   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.

  ****** from Mokwheel agreed to the above mentioned. I sent back the e-bike today. As long as we are credited the full amount that we paid we will be satisfied. 
  

  Thank you to the people at the BBB as well as Discover card that helped facilitate this resolution. Before patronizing any business In the future well be sure to check the BBB ratings and reviews prior.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Mokwheel has not responded to my emails for going on 40 days now. I purchased two bikes from them, one on February 16, 2023 for $1,999 (order number 3889), and the other on April 23, 2024 for $1,699 (order number *****). I also purchased an extra battery on September 25, 2023 for $599 (order number *****) and extra tires on October 29, 2023 for $79.98 (order number 13770).My issue started with the first bike purchased February 16, 2023. On April 30, 2024 at 4:21pm I sent an email looking for help as my bike stopped working a week prior. There was a Hall ***** message displayed. My research showed the issue to be with a sensor in the motor. It should be covered under their warranty. I depend on the bike for work and could not be without transportation so I ordered another new bike on April 23, 2024, (I had planned on buying another bike because I loved it so much and I need a backup in case anything happens again so that I can have reliable transportation). I ordered the new bike under the assumption that I may have trouble getting the original one fixed in a timely matter based on poor customer service reviews I had been recently noticing. Sure enough my new bike arrived in just over a week, but the Power button/pedal assist was malfunctioning out of the box causing the new bike to be inoperable. I now have two bikes that I spent $3698 and neither work. I have sent multiple emails (13) between April 30th and June 5th with only two responses on May 10- one an apology for taking so long to respond, the second asking me to check a few things and send photos. I did everything asked of me including sending multiple photos and videos regarding both bikes and I have not heard back since. I simply want Mokwheel to honor their commitment to providing prompt customer service, honor their 2 year warranty and help me get my bikes fixed.

  Business response

  06/12/2024

  We have responded to this customer with a solution and have been waiting 5 days for a response so we can continue servicing his request.   

  Customer response

  07/03/2024

   I am rejecting this response because:
  
  Mokwheel responded the day after I lodged the first complaint to inform me that it was my fault that customer service was taking so long to reply because I kept sending emails, and "When you continue sending emails your email gets tagged as newer than your last email.... it means emails older than your newest email gets answered first. Your case is not being ignored. This issue will be tended to shortly." The next day (June 7th) I received instructions for troubleshooting the problem. As I was out of town on business, I could not troubleshoot the problem as they asked until I returned home 6 days later. When I returned home (June 13th), I immediately did as they requested, took the photos showing that I did as they requested, forwarded all that information to them, and I have not heard back from them since. I waited 8 days for a response before I sent another email on June 21st. It is now July 2nd and I have still not heard back from them. Based on their email telling me that repeated emails will not get me a timely response, I am filing this, my second complaint. I am beyond livid that this company is not responding and helping me with my issues. This is going into the third month now Thankfully I was able to take a piece of equipment from the old bike and put it on the new bike so that I could use it- I still have one bike not working and I need all these issues resolved. I am also adding to the prior issues, as two of my three bike batteries have stopped working. They both stopped working within days of each other- the bike just shut off as I was riding and wouldn't turn back on. It is an issue with the batteries, not the bike, because the third battery still works, but I am now worried that it will go too
  

  Business response

  07/05/2024

  We are currently working on this customer's problems.  At this point it seems he is using the BBB as another communication tool, we would like to ask that the customer give us an opportunity to help him.

  Customer response

  07/08/2024

   I am rejecting this response because:
  

  Mokwheel claims to be working on my issues, but I have had next to no communication from them. My first email to them was on April 30th. It is now July 8th and not a single one of my issues has been resolved. 

  It was 11 days (May 10th) before I received a response from my initial email asking for help. They requested information from me which I could not provide until I returned home a week later from a business trip. I provided the information they requested on May 17. I did not hear anything back from them for 20 days, until June 6th after I contacted BBB, despite several attempts to contact them in the interim. I finally lodged a complaint with BBB and finally received an email from them immediately after the complaint was lodged, but blaming me for their lack of response due to my repeated emails looking for help which were going unanswered.  On June 7 they asked me to provide more information and to troubleshoot some things. As I travel often for my job, I was unable to troubleshoot the issues they requested until I returned home 6 days later. I immediately provided all the information they asked for on June 13. I did not hear from them for a week so I sent a follow up email asking for a response on June 21st. I still did not hear from them for 11 days after that so I reopened the case with BBB hoping to finally get a response again. 

  If Mokwheel doesn't want me to use the BBB as a communication tool then perhaps they can respond to my emails in a timely matter. It is absolutely unacceptable that I have not had any resolution from them, and that I have to wait weeks at a time to maybe get a response. I am also certain that my emails would have gone unanswered had I not gotten BBB involved. It doesn't take more than a minute or two to respond to an email, even if it is to let the customer know the problem is being worked on and give them piece of mind. They claim great customer service on their website but they are failing, as can be witnessed from the mountain of others dealing with the same customer service issues throughout social media and other complaints lodged with BBB. 

  I have spent over $4000 with this company on two of their bikes and an extra battery over the last year and a half, and for it I have a broken bike, a brand new bike that was not functional out of the box (I switched parts from the original bike to get the new bike to work for me while I waited for help from customer service), and two out of three batteries that have failed. 

  I cannot express how livid I am as I use these bikes as my main source of transportation and commuting. I depend on these bikes. I live on a seasonal resort island with extreme traffic and parking problems during the months of June July and August which is when I depend on my bikes the most, and without access to dealers or ebike repair shops so I have no choice but to depend on the companies customer service for help with repairs and warranty covered issues. Can Mokwheel please explain to me why I have to wait weeks to get a response from them? How do I know they would ever even respond after going 20 days hearing nothing from them? I am grateful that I have been able to utilize the new bike I bought from them with the part from the broken bike, but now I am down to one working battery and it is becoming a huge issue with how I am able to conduct my work. 

  I do not have to leave the island for business again until mid-august so I am here now and available to respond immediately to Mokwheel, but I am not confident that my emails will be responded to in a timely matter going forward. 

  To recap- I need the issue with my original bike's 'Hall ****** to be resolved. I need the pedal assist and on/off buttons component from my new bike that was not working out of the box resolved, and I need to know why two of my three batteries have stopped working and get at least one of them replaced as soon as possible so I can continue doing my job efficiently (they are fully charged, the lights show green, but when plugged into the bike, the bike does not turn on- there were no circumstances that could have caused this, they just stopped working and my bike shut down in the middle of a ride).

  And an apology for completely dropping the ball with the customer service would be nice, especially considering how many people I recommended their bikes to over the last year and a half. I'm a photographer and I ride my bike 100% of the time to the fundraisers and galas and society events that I photograph at multi-million dollar homes in one of the wealthiest vacation destinations on the planet. I am well known in my community as the "biking photographer" for NantucketAboutTown.com and am literally a riding advertisement for Mokwheel. Before I had issues with the bike and the customer service, I have had dozens of conversations about the bike with many people who admired it at events that I cover, and I am part of local campaigns with ReMain Nantucket, More Nantucket and the Nantucket Chamber of Commerce advocating for ebike safety and use, to help ease the traffic issues our community faces during the busy summer months, and to utilize the 80 miles of bike paths we have here instead. I used to promote the Basalt on social media often as well. It is amazing how bad Mokwheel has dropped the ball here. I truly hope they can finally do right be me here now. 

  Thank you.

   

   

  
  

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought 2 bikes from Mokwheel and one had a used battery and the 3rd ride out the rear wheel wrapped up the motor wiring because the spaces were installed wrong Ive call many times just to sit on hold forever no one will answer the phone and wont respond to my email this bike supposed to have a 2 year warranty but they obviously wont stand behind it

  Business response

  05/22/2024

  Our Support team has been in communication with this customer for weeks working to resolve stated issues (see attached screenshot).  The customer has not provided any evidence of having received a used battery.  We are in the process of providing parts to resolve issues with the axle.

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought the bike the 9th of May I noticed it was a short and the on and off switch the company has not returned my calls or my emails I have sound probably 30 emails and I got to run around the company then replied they no longer sell e-bikes or accessories which is completely a lie Mokewheel is a horrible company to the customer it will not honor my warranty they won't even give me the time of day on how to get my part even if I pay for it myself this company is crazy do not deal with them alls I want are the parts for my bike that's it I even offered to pay for myself even though it's under warranty I think it's time for a lawsuit

  Business response

  05/16/2024

  The claims that Mokwheel did not respond to this customer, and that he was told we are no longer selling e-bikes, parts, or accessories, is false.  Mokwheel is currently working with this customer on a repair issue.

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made a purchase on May 7, 2024 for a bike an accessory bundle with the order # *****. The color I wanted was on backorder and was supposed to be shipped on May 9. Later, I had a change of mind and sent an email to cancel my order on May 8. I thought that my request *** not go through fast enough. So, I called in the next day, but I was put on hold for about an hour before it was hung up. The bike backorder was extended, and the ship day was pushed to May 18. I heard nothing back from the customer support and sent a follow up email on May 13. I called in today and again was put on hold for about an hour, and I left a voice message regarding my inquiry.I have been doing what I could to cancel my order before it's shipped, but I'm not sure why nobody is available to process my inquiry. I do not wish to pay extra fee for shipping and the return cost due to company's negligence.

  Business response

  05/15/2024

  After reading this complaint I found this customer did not send any emails, and the only voicemail was from yesterday 5/14/24.  The customer's requested resolution will be honored, the order will be cancelled and he will receive a full refund.

  Customer response

  05/16/2024

   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.

  Although, just for the record, I have attached the 3 emails I sent to the business via their support channel to show that I had sent those emails. The fact that the business hadn't seen any of them may be due to some technical difficulties with the mail server and addressing them could have prevented this complaint here. I'm glad that I was able to get in touch with the business and have my problem addressed.

• Initial Complaint

  05/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased an e-bike in June of 2023. Used bike 1x with no issues. Then the send time I used the bike and charged the battery the battery failed. I have been contacting this company since then end of Feb of 2024 for a warranty replacement battery. It took them 2 months to send me a battery that does not fit my model bike, and now they have gone completely unresponsive. I have a $1700 bike that is unusable, has been ridden twice. Appreciate any help that is available.

  Business response

  05/13/2024

  We have been in contact with this customer, and are already sending a second replacement battery to correct his issue.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Mar 23,24 while riding, my bike went into hall failure. Inspecting the bike I found that the wire running to the motor had split. I emailed the company the next day. Since then I've called a total of over 65 times with them only answering maybe 2 times. We have been emailing back and forth. Finally on April 3rd I was told that a replacement request has been put in to replace my bike in full. They told me to box up my bike and a shipping label wil be sent to me. I took my bike apart and have it ready to be shipped back to them. I am now being told that is not the case and that parts will be shipped out. I am not capable of swapping the parts needed and the nearest shop that said they will do is is over an hour away from me. Mokwheel has gone back on there resolution to easily and conviently fix the issue. It is now going on 3 weeks with no resolution

  Business response

  04/15/2024

  It is true the customer was initially told we would exchange for a new bike, this is because ******* that assisted him believed there was a fundamental defect with the frame.  When it was discovered through photos and questions that it was a bolt-on part, we followed our warranty policy by replacing that part and offering reimbursement for any labor costs.  The customer has had the bike since January 3, 2024.  The only reason we would provide a brand new bike in exchange for one that has been used for over 4 months would be for a frame defect that cannot be repaired, not for one part that can be bolted on.  The customer reported the closest shop he could find was 1 hour away, so a rep called around and found a shop that was only 1/2 hour away an gave that information to ******************.  There are signs that this defect could have been a result of misuse or abuse by the owner but we decided from the outset to help the customer anyway.  We are still working with this customer to resolve this issue, which is difficult to do since this customer is determined to receive a brand new bike to replace his 4+ month old one.

  Customer response

  04/15/2024

   I am rejecting this response because: On 4/11/24 I called and spoke to a rep named ****. I asked to speak to ****** and was told he was in a managers meeting and **** refused to go and get him to come to the phone. ****** finally called me back a few hours later and I explained the issue. I explained to him how after sending the requested pictures from them that It was told to me that I should package up my bike and they will be sending me a shipping label. I took my bike apart and prepared for it to be shipped back. After not hearing anything from them I was able to contact them through email to which I was told that they are sending me parts and that I should contact a bike store to do the repair. After several attempts to contact a few local stores by me. No one wanted to take the responsibility to attempt the repair due to them not being a vendor for mokwheel. The nearest Mokwheel vendor that would attempt the repair is in ****** ** which is an hour away from me. ****** told me they contacted **** Bikes in ************* who can do the repair for 80 dollars. I called Kims bike in ************* and spoke to the owner *****. He told me that he never spoke to or heard of the company Mokwheel. He told me I can bring the bike there and they will look at it that there price to do it would start at $135. While talking with ************** asked who his boss was and if I could have his contact info ****** refused to give me that information. He finally told me that it was a person named **** and that he still would not give me his contact info. The customer service that this company has given is very poor. This issue has been going on now for a month. I asked ****** if I can just return the bike and get my money back and we can be done with ever having to deal with each other again. I don't want to go through this headache again if something else goes wrong with the bike. I will have to contact them again to get any reimbursement for any money I put out to get this issue fixed and have no guarantee on time frame of any reimbursement. 

  Attached is the email chain between myself and mokwheel 

   
  

  
  

  Business response

  04/16/2024

  We are following procedure to remedy the warranty issue with this product.  Our warranty policy is available at the bottom of every page of our website, for anyone to review before making a purchase decision, or to refer to while making a claim.  Regarding ***** Bikes giving the customer a different story, we did not speak to a *****, the person's name was ***, which is likely why the customer received a contradicting response.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On about the 17th of March I purchased a Basalt Mokwheel E-Bike for $1,813.68. The bike was delivered on 3/26 which was assembled according to instructions provided as well as video created by Mokwheel. The bike had 2 serious defects, one being that the electric motor disengaged upon using the brakes. 2nd the handlebars do not lock creating an extremely dangerous situation while riding. Essentially the bike is useless if the motor does not function upon use of brakes.

  Business response

  03/27/2024

  We have been in regular communication with this customer and are currently in the process of servicing his warranty claims.  We are already in the process of providing the resolution he is asking for here, which is repair.  We have been responsive and are helping the customer in a timely manner.  In the complaint the customer states the bike was delivered 3/26.  Today is 3/27.

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I've had numerous issues with this bike including broken parts upon delivery and the controller computer unit not working. In addition to this the replacement controller unit did not fix the speedometer not working issue in which case they sent me a rear hub that was dented. This required me to disassemble the rear hub and remove it from the dented wheel and replace it into the wheel that was not dented. Also this requires mechanical experience and tools which I do not have. Lastly the bike has been sitting in storage and the thumb throttle cheap plastic snapped, obviously of cheap material and defect. The company was not willing to send me anything so I responded that I would be contacting an attorney. Finally they responded and gave me an explanation that they were not able to send me a replacement but I could buy one. I have not contacted an attorney and have tried working with the company but now they said that since I mentioned I would contact an attorney they are not willing to send me a replacement part even if I pay.

  Business response

  03/20/2024

  We have assisted this customer with all of his complaints.  This includes reimbursing the customer for a derailleur adjustment by a professional bike mechanic that normally would not be covered per the specific language of our warranty.  This complaint is spurred by an ongoing conversation we have had with the customer about a $29.00 part that he broke.  He refuses to accept that our warranty does not cover parts that have been broken due to user error or abuse.
  
  Regarding the "dented hub".... this customer needed a replacement motor that is mounted in the rear wheel.  Normally we just send the motor and the customer replaces it.  All it takes is a wrench that comes with the bike to turn six bolts.  It is an easy process for which we provide a how-to video and does not require mechanical experience.  The bike also comes with the wrench needed to remove the wheel nuts, so he does have all the necessary tools.  In this case, for the customer's convenience, we sent the whole wheel with the motor already mounted in it.  Apparently the wheel part got dented in shipping, but the motor was fine.  We advised the customer, it would save him the time of waiting for the shipment of another part, that he could just swap the motor and put it in the wheel he already had, which was not dented.  Keep in mind, normally we would only send that motor and not the wheel, so technically he received the necessary part in good shape.  The customer refused on the grounds that he should not have to fix the bike.  It is stated in our warranty policy, available on the bottom of every page of our website, that the standard resolution of a defect is to send the customer a part and they replace it themselves, which is an industry standard.
  
  It is worth noting this customer has been very threatening and insulting, frequently using profanities in his emails.  Our staff have endured the violent language and appalling demeanor of this individual, to the point that only management can communicate with him now.  We do not require our frontline workers to suffer this level of trauma, because we consider that to be a hostile work environment.
  
  I will not discuss how we handle litigation, but in this customer's latest email to us he does claim he is not filing a lawsuit over the part that he broke as he had previously stated, and we are continuing to engage with him in the interest of providing warranty service.

  Customer response

  03/20/2024

   I am rejecting this response because: First and foremost I demand proof where I threatened staff in any way. This alone is grounds for a lawsuit as the accusations are absurd and not based on any evidence of actual threat of violence or harm to any staff in any way, shape, or form. If MokWheel intends to make these accusations, I will need to seek legal consideration to protect myself and my first amendment rights in addition to defamation of character. The use of profanity is protected by the First Amendment of the United States Constitution as a form of free speech. Profanity, in itself, does not equate to violence or abuse. Accusations suggesting a connection between profanity and violence or abuse may border on defamation of character, as such claims lack factual basis and misrepresent the nature of the speech in question. It's clear that this company is trying to divert from their responsibilities to provide customer service, by muddying the waters with accusations of violence, abuse, etc based on the use of the f word. 
  
  

  Business response

  03/25/2024

  Citing the 1st Amendment right to use profanities is a clear admission by the customer to having used profanities.  It was also rather unnecessary as we do not have any authority over this individual's constitutional rights nor are we attempting to restrict said rights in any way.  We do, however, have the right to refuse service to someone communicating to us in this way. But we are not doing that, this individual still has warranty on his product, he simply does not have accident insurance to replace plastic parts that the customer has broken due to misuse, which is what he is demanding.

  Customer response

  03/25/2024

   I am rejecting this response because:
  
  Where in our communication did I state there was an accident that would necessitate said insurance and what evidence do you have that I have "misused"  the thumb throttle in any way? The bike has been sitting in storage since I have not had time to change out the wheel hub. How are you so certain that the thumb throttle you sent me didn't have a hairline crack in it? Do you always default to blaming your customers? Based on your reviews on multiple sites and F BBB rating I'm assuming yes. 

  Customer response

  03/26/2024

   I am rejecting this response because:
  
  Here is a screenshot of the link to purchase the replacement part, and as you can see it is no longer available.
  

  Business response

  03/27/2024

  I do not recognize the screenshot image the customer is providing.  Looks like maybe he needs to connect to a WiFi?  I appreciate the BBB wants to make things right for all parties involved, and mentioned in the letter the caseworker requires more clarification.  I require that as well, what is the customer asking for here?

• Initial Complaint

  03/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted this business to get an electric bike. I told them my size. And they said that this bike would be good because of the tire size. It wasn't comfortable, but what had happened. Was the company said that they have a 15 day trial period during the 15 days? I live in **********. There was a snowstorm when my package arrived. I could not ride the bike in the snow I had to wait. After the 15 day period which was on the 21st, which was 6 days after their date, but I contacted them after I rode it a few blocks and brought it back home that same day I spoke with them. They sent me a very horrible letter saying that I must try to sell a bike myself and also that they can't return it to the warehouse because they said that. They can't trust the warehouse. People getting the bike back which is unreal. They just want me to keep paying for something. I cannot use I boxed it up. I offered to pay $300 to send it back to **********. And they stopped talking to me on the phone. They would hang up and on emails. They would kick them back without reading them. Which is terrible way to treat a consumer?So I contacted the financial company Affirm which is Also related to this claim, please help me. They took 3 payments out and they want to take out ****** Also I paid 2 payments, but they said that my first payment was supposed to be held because of the simple fact that I had a case going, but they still took out the money. Which is horrible, so I'm stuck with a bike in a box that I cannot ride and they won't take it back. I put it in the box after riding it. One time a few blocks this is terrible. Can someone please help me? And I will send over what they sent me in email only once and never talk to me after that thank you.

  Business response

  03/18/2024

  We provide a 15 day trial period for our bikes.  This is advertised on the webpage of every model under the Add To Cart Button, and in our Refund & Return Policy available at the bottom of every page of our website.  After 15 days of ownership, the bike is no longer eligible for warranty.  The trial period starts on the date of delivery, not on the date the customer decides to open the box.  ************ received his bike on January 19, 2024.  He did not request a return until February 9, 2024.  This was 21 days, 6 days over the limit.  If a customer lives in a region that is subject to inclement weather, the onus is on them to purchase when they will be able to ride it.  Our Return Policy does not have a clause that allows for extension of the trial period based on weather conditions.

  When the ************* speaks to a customer about a bike being a good fit for someone, we always recommend they look at the dimensions offered on the website and decide for themselves if it will be a good fit.  Every individual is different and we encourage everyone to use the information made available to make their decision.  The ************* is not sales oriented, we have no reason to talk someone into buying something that *** not work for them.  To the contrary, it is in our interest to inform someone to not buy something that would not be a good fit, as frivolous disputes like this take up valuable company time.
  

  I have seen no evidence of ************ being blocked on the emails or phone calls, and nobody has hung up on him.  This claim is patently false.  The screenshot of his email failing to go through does not prove we have blocked him, this could be an issue on his end.

  Customer response

  03/18/2024

   I am rejecting this response because:
  
  Because this is not true.They did not answer the phone.And they did as I show in the email.They did reject me getting through to them.This is why I talk to affirm But to no Avail, I don't understand why they're saying inclement weather in ************* is the reason. No one knows when it's going to snow. It's note in April before. We'd never know, so that's unbelievable that they would say that I would like for them to take the bike back. It's brand new and to return my paid money to it as they will be able to sell the bike themselves.

  Business response

  03/19/2024

  The Return & Refund policy was available on the website for the customer to read before making a purchase decision.  Nowhere in the policy does it state that under any condition the trial period can be extended.

*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. ↩