ComplaintsforMokwheel

• Initial Complaint

  03/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  0 stars! DO NOT ORDER FROM THIS COMPANY. Cool ******* unboxing videos but dont be fooled. It is now well over the time my bike was supposed to ship and I have already been charged but cant get through to customer service. Usually with a legit purchase, the transaction is pending until shipment. Not in this case. I was charged immediately. I have been calling daily and staying on hold for hours with no answer. I have left voicemails and also emailed. Nothing. I am now seeing other reviews stating that they have major problems with the bike (manufacture problems and shipping damage) but cannot get through to them. I believe this because I cannot get through. This is the worst purchase Ive ever made. I would rather spend double the price I spent than deal with a crappy company that cant even answer their phone or stand by the promises on their website. The positive reviews are fake. Spent $899

  Business response

  03/08/2024

  Anyone purchasing this product will see on the webpage directly above the "add to cart" button that is stated expected shipping date is ***** 22.  This item is out of stock and is a pre-sale.  We have not received this message of concern from the customer but will be reaching out to them.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Mokwheel Asphalt ST on July 23, 2023. The mounting tabs for the display unit are broken and it spins freely. I contacted Mokwheel to file a warranty claim explaining it was never dropped or abused and I only ride the local rail trail. They responded that by actually riding the bike I broke it and it is not a manufacturer defect and offered to sell me a replacement. This is a quote from their response: "Since the mounting bracket was broken during use, that would be considered wear and tear and not the result of a manufacturing or material defect." The display is attached the handlebars. So by riding and looking at it that voided my warranty. All I want is a replacement part for a faulty design or defective product.

  Business response

  03/05/2024

  This individual purchased a bike from a third party dealer and does not have warranty with our company.  Also, please take note this person is stating that they have been in possession of the bike for 8 months and the damage occurred while riding.  It does not take extensive examination to recognize that the integrity of this complaint is questionable at best.

  Customer response

  03/05/2024

   I am rejecting this response because:
  
  I told them at the beginning that I purchased it from a local dealer. Not having a warranty with the manufacturer because of that makes no sense. If it makes it easier they can send the part to the dealer. I also do not understand how riding a bicycle and having a part break that I do not come in contact with for any reason is me damaging the part. If the bike is never ridden then parts do not break. It is through use that the inferiority of the part shows itself. I have approximately 250 miles on this bicycle. When the dealer stocked the bike I had to have another plastic mount replaced. It was on the controller part. He opened a drawer and showed me all the broken displays they collected. He was able to provide the part I needed because of that drawer full of broken displays. I am not a kid that is abusing the product. However Mokwheel customer service has been problematic for me. My horn quit last year. They wanted a video of me showing silence. I felt that was pretty silly and just accepted the horn will never work. From my past experiences and seeing the collection of defective parts at the dealer I believe Mokwheel has a problem they do not wish to address. 

  Business response

  03/06/2024

  When purchasing from an Authorized Dealer, a customer's warranty is serviced through that Dealer, not directly from the manufacturer.  So this individual is asking for a remedy from the wrong entity to begin with.  That point aside, the customer openly admits he has 250 miles on a bike he has owned for 8 months.  The part was not broken out of the box and did not fall apart on the first few rides.  Also, this is not an operational malfunction, it is physically broken.  Brackets do not spontaneously break on their own.  They need to be impacted or abused in some way for that to happen.  That is why parts broken by the user are not covered by warranty.  We provide warranty, not accident insurance.  If I have a brand new **** F-150 that is under warranty and the check engine light comes on, I can bring it to the dealer for a free repair.  If I crash my **** F-150 into a telephone pole, I cannot go back to the dealer and demand a free replacement bumper under warranty, on the grounds that the truck should have been tough enough to withstand the impact.  **** insurance would cover that.  I would be expected to take responsibility for my own actions and pay for the repairs myself, rather than harass a third party not involved in the sale for a free part.

  Customer response

  03/06/2024

   I am rejecting this response because:
  
  I don't know what happened to my response. I apologize if this is a duplicate. 
  

  Poorly manufactured plastic will get brittle in the sun and break with no human help. Think zip ties or plastic storage totes that are not made with the correct type of plastic. That is what happened here.

  However I will never be able to prove my integrity or honesty to a corporation 3000 miles away so I surrender. 

  
  

• Initial Complaint

  01/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hoping Mokwheel will step up and make this right as I am certainly willing to update review if they do. We ordered 2 of the Basalt STs. One in size large and orange and the other in regular size and green. Both delivered at the same time and boxes without damage. Thankfully we thought to take pics prior to opening them for solid proof. The orange bike is absolutely beautiful without damage and functions beyond expectations. However the green one has deep scuff marks and chipped paint in several areas as well as the battery not closing flush with the bike and causing an error as well as the battery having chipped marks like dropped and obviously not being seated correctly. I emailed Mokwheel with pics and requested a replacement bike. I got response they were sorry that the bike has shipping damage and asking me to try a few things to fix the battery not staying in all the way. I let them know we tried what they asked with no change in ability to fix the battery functioning issue. Received response that touch up paint and a battery latch would be sent and that I would receive another email with shipping confirmation, which I have still not received to time of posting this (it has been since 12/11/23 when they said they were shipping it. I responded a few days later with how unacceptable this is and did receive a response saying again that they were sorry for the shipping damage and that their correction to the issues on my bike follow their policy. THEY call it shipping damage even though there is no way that the damage on the bike was from shipping. This threw up HUGE red flags to me. Also, I do understand that shipping damage is not always obvious on the box. But the damage on this bike is 100% done during assembly and honestly looks like someone dropped it. I did respond asking again for a replacement bike as I paid for an undamaged bike and with the poor assembly and care of the one received I do not want to take chances of any other unknown issues.

  Business response

  01/25/2024

  This customer's issues were attended to in a timely manner.  The minor aesthetic defects were not serious enough to warrant replacing the entire bike, they are easily rectified.  Even though Support did everything possible to service these issues, after a month of demanding a new bike, the customer then shifted gears and threatened a lawsuit unless they were provided a $399.00 item for free.  The customer's refusal to cooperate, and threatening and hostile manner, has made it very difficult to provide the service they actually need.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I made a purchase of $2548.00 from Mokwheel on December 17th as a Christmas present. I also made 2 additional purchases from them for a bike rack, spare battery, and inverter all of which arrived promptly which I have not been able to use. The website showed the item was available and the site advises the item should ship after 2 business days for processing. I waited the allotted time and past that and still had no shipping confirmation. I emailed them and was told that the bike I ordered is now on backorder and they "don't know" when more will be in stock. I called customer service to find out what was going on since the bike was in stock when I purchased. They told me that had an influx of orders for that item and that they thought they had "taken care" of all the holiday orders. I then asked if I could switch my order for a color that was in stock. I had to call back that day to be advised that the color could be switched and my order would be shipped on 1/2 due to the holiday. **** and the other associate I spoke with advised I would be getting a separate email today (1/2) advising the item had shipped and the tracking number. No email has been received. I called during their business hours to inquire this evening, was on hold for 30 minutes before they hung up on me siting "high call volume" and sent a text asking me to send a customer service email for assistance. I made every effort to be reasonable and amicable but they are not following through on business promises. I think they are playing games with my money. Order #*****.

  Business response

  01/04/2024

  This customer's product is already shipping as promised.  A billing adjustment was never discussed.

• Initial Complaint

  12/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered and received a Mokwheel Obsidian with the box being in perfect condition once arrived. Because I was away for an extended business trip when the package arrived, I was unable to open the box however my wife assured me the box was in great condition. Once I returned home, I assembled the bike and removed the battery from the frame (3/4 of the battery is internal to the frame). Upon removal I noticed a large dent in the top of the battery housing which affected the battery life indicator. With no dents on the frame or packaging the only way this could have happened would be the battery was damaged during assembly. I emailed the customer service team within the ****** trial period but outside of the 5-day shipping warranty. I thought nothing of it because this was not a shipping issue and an obviously quality control issue. **************** was very hard to get ahold of and took up to 8 days for emails to be replied to. They deemed it a shipping problem and would not stand behind the product as delivered. All I am looking for is what I thought I paid for which was a new bike and not a scratch and dent.

  Business response

  12/18/2023

  This customer reported physical damage to his battery outside of  the 5-day window provided to report such damage.  A generous 5-day period is provided for customers to report receiving a product with damage.  We believe it is reasonable that a customer would have handled and observed the product within that time.  Outside that window, we have no way of knowing how this damage really occurred, if the customer dropped the battery or mishandled it in some other way.

  Customer response

  12/19/2023

   I am rejecting this response because:
  It is becoming apparent the more I search the internet I am not the only person with issues regarding the condition of the battery and their shipping damage policy. I am attaching screenshots from another buyer who is having a similar issue which was just posted on a ************** page.  Mokwheels policy for shipping damage should be more clear and deemed damage.  The damage on this battery is clearly on the internal portion of the bike frame which during shipping would be protected by the packaging (perfectly intact) and the bike frame itself (also intact).  This would be an assembly or quality control issue.  This is not damage that should be charged to the shipping company for improper handling.

  All I am asking for is for a replacement part to be sent that is not damaged. This is clearly not a shipping issues and is a quality control issue.  What would be covered under a 15-day trial period or a 2 year warranty?  This is a default in craftsmanship.

  -Caleb

  Business response

  12/19/2023

  Our policies regarding reporting damage and warranty are available at the bottom of every page of our website for anyone to review before making a purchase decision.

  The battery appears to have been dropped or mishandled.  User error / abuse / mishandling is not covered under warranty.

  Customer response

  12/20/2023

   I am rejecting this response because: Here again is the point.  Your website claims the 5-day policy for shipping damage and you would open a case against the shipping carrier. This is clearly not shipping damage and would be a product defect/warranty claim which would fall under a different category. 
  
  Also, your website is conflicting because there is a 5-day shipping claim but there is also a 7-day shipping claim under Warranty bullet point 11.  Do you get to pick and choose if its 5-days or 7?

  Irregardless in no way should this be Mokwheel passing off assembly damage / quality control issues to the shipping company to pay for. This is mokwheels responsibility and not the shipping companies.

  Judging by other customers complaints on the internet I am not the only one to have similar marks on the battery open arrival.
  

  
  

• Initial Complaint

  12/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a bike and I did not receive all of the items. I started to reach them to find out where the rest of my order was. Calls and emails with no success. They do not answer the phone and it takes forever for o get an email response. I then requested to return the bike while I was still in the time frame they never responded and have yet to.

  Business response

  12/13/2023

  There was only one item, a free promotional item, that was missing from the initial shipment.  It was backordered.  The customer was assured they would receive it but refused to believe it.  The customer received a $2,399.00 e-bike and $358.94 in free promotional items in a timely fashion.  They were also responded to by our support team.

• Initial Complaint

  11/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Purchased date on the 25th for the amount of $4000. Couple hours later I found out my wife had already ordered bikes from another company. So we proceeded to call and when told business was closed we emailed number of times to let them know to cancel the order. Never did they get back to us until after they sent me a tracking number. It says on their website to contact them before shipping to cancel yet they never got back to us and just shipped it. Now to return they want $300 a bike plus 5% which is ***** my email was sent long before they shipped the items.

  Business response

  12/08/2023

  This customer placed an order on a weekday and requested a cancellation over the weekend while the support department was closed.  The order had been processed in good faith over the weekend and the items were shipped the following Monday before the support department was open and able to receive the customer's request.  This is considered cancelling while in transit.  The $300 shipping fee covers the cost of shipping out a 100 lb., nearly 5 ft. long package and then shipping it back.  The 5% processing fee covers the cost of payment processing at the time of purchase.  Our policy regarding what fees apply to returns and cancellations is available at the bottom of every page of our website for anyone to review before making a purchase decision.  Also, this customer contacted support in the U.S> when he needed to be contacting support in ******.  However, the support ***** in the U.S. wanted to help him and in doing so quoted him a lower fee than what is charged in ******,so the customer is being allowed a lower fee for that reason.

• Initial Complaint

  09/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 15, 2023 I purchased a Tor Plus e-bike from Mokwheel. Order number ****. The total for this purchase was $1499.00. I received the product in a timely manner, and assembled smoothly. After assembly and only riding the bike for 4.5 miles, there was an issue with the hub motor, resulting in inability to ride. After being in contact with the company multiple times they recommended replacement parts. The work was completed by myself. After replacing 3 controllers, 2 batteries, and 2 hub motors the bike now is completely unable to function properly, resulting in complete inability to ride. After multiple requests for a refund or replacement the company is now refusing to contact me back, after explaining that, all of said parts do not work. Upon filing a complaint I am requesting a full refund. Please feel free to contact me if further assistance is required. Thank you.

  Business response

  09/27/2023

  We have been in regular communication with this customer.  On July 7, 2023 we offered to return or replace the bike and he opted for repair parts instead.  We have since provided a warranty replacement battery, retail value $499.00, delivered on August 1, 2023, in the good faith that he would return the original battery with the prepaid shipping label we provided.  To date, the customer has not returned the original battery.  We are still working on the claimed performance issues of the customer's bike.

• Initial Complaint

  08/31/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  May 1th Cost $1899 Purchased an E-Bike Model Basalt ST Bike was delivered with a very load ticking noise, ~May 18th. Requested service May 20th, very slow customer service, received a part July 10th that did not fix the issue, they did not reply with further assistance. Then August 10th the throttle stopped working, August 18th speedometer stooped working. Also the power keeps turning off randomly so the bike is not usable. Emailed them often and received a message that it was under warranty and they would send parts. I asked which parts and where I should take it for repair. They did not respond and have not sent parts. Account @ is ***************** My order # is ****, May 1st.,Tracking # was ************ I have been asking for a replacement or at least professionally repaired.

  Business response

  08/31/2023

  The customer received their bike on May 9, 2023.  We responded to their initial complaint and have already sent a replacement component.  After the customer replaced that part the bike developed another minor issue and we have been working with the customer.  The customer has been requesting a new bike in lieu of further service, and the issue the bike is demonstrating does not call for a complete replacement.

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received the bike assembled as instructed in the operating manual and there is no reference as to how the fork and handle bars sync or attach. *** made several calls and left messages that they offered as a solution to return my call and they have not. I request a prepaid label and refund.

  Business response

  08/28/2023

  This customer was responded to regarding his concern about his fork/handlebars, which we offered a reasonable solution for.  The customer had changed his mind and wanted to return, which we did not deny, but since it was an elective return within the trial period and not a qualified defect return, the burden of the cost of return shipping was on the customer.  Our Return & Refund policy is available at the bottom of every page on our site and states return shipping for a non-quality issue is paid for by the customer.  It would appear the true purpose of this customer's complaint is to pressure us to provide return shipping for free.

*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. ↩