ComplaintsforFLX Bike

• Initial Complaint

  07/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an e-bike from FLX on 4/21/2022; order number ******. After months of poor communication my purchase was delivered on 7/18/2022. Assembly was smooth. I took the bike for a short test ride and everything seemed fine. I then charged the battery and set out for a longer ride. About 3 blocks in a clunking sound started in the pedal area. I thought it was the right pedal. I took the pedal off and took it to the local bike store. The technician said the pedal was fine, and that clunking sound was almost always a bad bearing in the pedal housing. He asked me how long I had the bike because this is typically a wearing issue over time. I have contacted FLX through email (ticket #*****) but they take days or weeks to respond. I have waited long enough.

  Business response

  08/05/2022

  Hi there,

   

  We are very to hear about this and we will fully cover repairing or replacement of any faulty or damaged pieces. We just sent out a response to your ZenDesk ticket a few moments ago so that we can finish troubleshooting this issue and get you the necessary parts so you can enjoy your Babymaker II! We sincerely apologize for any delay in communication on that platform as we have had a higher than normal ticket volume which paired with understaffing has caused delayed response time, by no means is this acceptable and is not a long term reflection on how we wish to operate. 

   

  Thank you

• Initial Complaint

  05/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a bike from them late July or August of 2020. There were declarations that the owner successfully bikepacked through Europe using it, and so I assumed I could make my 12 mile roundtrip commute, that, according to ******* has less than 100 feet of elevation change without recharging the battery. And for the first month I could, but in the second month the battery deteriorated rapidly, at first needing a charge at my place of work (after 6 miles), and then no longer being able to go 6 miles without dying, and then I couldnt take it to a grocery store a mile away. When I attempted to request a replacement battery, Marc * informed me that this variation was normal and likely due to me being in worse shape (despite my exercise routine remaining constant), subjecting the battery to a variety of temperatures (never more than 15, mostly mid-60s to mid-70s: normally considered ideal battery operation temperatures), or a variation in terrain (same terrain, every day, with really minor elevation change). Then he asked me to find an open electronic bike shop during the pandemic. I could not. And then he said we could begin a warranty exchange after I performed a home test if the battery was less than 40 volts. It was 7. A month later it was bricked and wouldnt turn on at all. I never heard from him again until an unexpected customer service survey email.I explained what happened, and he responded with I know the variations in use can be confusing, but since your battery is registering normal performance, we can consider this matter closed. Despite it literally not turning on at all. S: even though I first contacted them 7 months ago, they still havent begun the process of warranty replacement, and so I have less than 4 months for the warranty to apply.This is beyond shady practices and they should immediately stop pretending they actually have a warranty on parts since they will not start the process to send me a replacement battery.

  Business response

  05/31/2022

  Dear whom it may concern,

   

  First off I have attached the entire thread of communication between ************ *********************** for reference and overall background information if necessary. As seen in our thread **** followed a standard sequence of questions to diagnose and troubleshoot the issue going on with *********************** but ******. In this ****** was asked to reach out to a third party bike shop to receive a battery load test which would verify the degradation of the battery before we approve a warranty claim on the bike, to date ****** has not been able to provide this. This load test is essential to make the decision on the warranty claim to avoid any scams or abuse of warranty claims, this practice is standard with any industry that has warranties on batteries. We do understand the difficulty of going out to a bike shop in a Pandemic but it is unreasonable to state that one is unable to go to a bike shop for this to be performed because of the pandemic whilst also stating they use the bike to run normal errands. As of now we are still waiting on this load test which ****** has stated she would be able to provide within the coming weeks, at that point we will be able to make a decision on the warranty claim.

  Customer response

  05/31/2022

  This is an inaccurate thread which fails to include the photo sent in October of the voltage reader of 7 volts.

• Initial Complaint

  04/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had purchased a bike from their company on mine and shortly after they said that they were going to start shipping bikes I order was canceled. I was then attempting to email and call FLX bike and received no answer by phone or email. I then was forced to file a dispute with the credit card company that I use to finance my purchase and in still waiting my refund. I spoke with other people that had Bond bikes from them and they experienced over a one-year wait to get their bicycles even after purchasing them and flx bike not returning their calls or emails.

  Business response

  04/13/2022

  Hi *******,

   

  Currently we are experiencing an issue with Klarna automatically cancelling orders as the original order you placed was a Pre-order which unless fulfilled within 30 days will be dropped by the *************** We have gone ahead already and refunded the full order to your original payment method through Klarna which should take approximately 3-5 business days to reflect on your payment method. In addition to this we also refunded the mulberry warranty which was not automatically refunded by Klarna.

  If you would like to re-place your order for a Babymaker II we would be happy to assist you please just call us at ************** and press "1" for Sales.

   

  We appreciate your time and please let us know if you have any other questions,

  ****

• Initial Complaint

  02/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I put in an order with FLX for a matte black large baby maker pro electric bike a year ago. I never received the bike. I then received an email saying that my particular bike is no longer available but I can choose other options. I asked for a refund at that point but was denied as they said each bike order is built on demand. These two communications from them are not congruent as if my bike was made to order why is it not available? in attempt to work with the company I chose a different color bike which was targeted to be delivered soon. I received no confirmation of the order nor an update our delivery date despite attempts to get one. Ive called and emailed. Are they scamming me. Stealing my hard earned money and not delivering the bike I ordered and need ??Im really at a loss what to do because I need a bike and they dont seem to be willing to work with me to get me the bike I paid for for my substitute of choice.

  Business response

  02/24/2022

  Hello *****,

  I understand your frustration. What you heard about your initial order was correct. We ended up getting much more demand than expected and encountered an issue at the manufacturing facility. Due to this, we have upgraded you to our newest model of the Babymaker. We have upgraded you to the Babymaker 2 which is set to start going out to customers in April. We are not trying to scam you or mislead you. We accept that a mistake had been made and will accept the loss on this new model to ensure you get a better value out of your bike. The bike you have been upgraded to was launched on the 22nd of February but the tangerine version will be shipping out in April. If you have any additional questions please give us a call at our store number and ask for ******. I will be able to explain your situation over the phone person to person.  

   

   

• Initial Complaint

  09/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered their Babymaker ebike for $1,475 in August of 2020. Gave us an estimated delivery time of NOV- DEC. ******** We were told Jan. ******** Promised April. ******** I wrote a review on their ****** page back in May describing our experience with their customer service and on going inquiry with the delayed delivery. Their CEO proceeded to respond claiming 99% of their ** shipments have been delivered and that ours were berthed in ********** implying we would receive it soon. Here we are over a month since this claim and we still have not had our bike delivered. They are refusing to give us a refund. They are claiming the delay was due to Covid restrictions but it has been over a year since we originally placed the order. Not only that, they claim it has arrived in ********** over a month ago. We live in **********. At this point we do not believe we will ever receive what we purchased.

  Business response

  09/13/2021

  Hi *****, 

  Thanks for reaching out to FLX! 

  I am so sorry that the wait time on your order was longer than expected. Per our email on 8/28 and 9/13 your bike is on shipping containter C24. This containter has arrived at our ***** warehouse and we expect your order to ship out within two weeks! We will send over your tracking information as soon as its available. Please let us know if you have any questions and we would be more than happy to help! Thank you so much for your contuined support and patience throughout this process. 

  Customer response

  09/13/2021

  At this point, what FLX is doing is abusive and unethical. Our delivery has been delayed over 7 times in the span of 13 months. We refuse to be strung along with generic responses with claims of estimated deliveries that never pull through. Now they  are estimating another 2 weeks!? Why would we believe that after all these months of similar claims? If the company truly believed in treating their customers with respect, they would have offered a refund to us on their own a long time ago. Instead, Im going through the Better Business Bureau. This company should be ashamed with how they operate themselves. We demand a full refund. 
  

  Business response

  09/15/2021

  Hi there, 

  Babymakers are made-to-order based on the selections you made during the ordering process. We do not mass produce e-bikes and instead, we make each one custom for you. This is why you were able to purchase the Babymaker at such a large discount. Production, and shipping does take time as we put special care into each order. It looks like your order has shipped, and we have provided your tracking information. We thank you for your patience throughout this process and hope you enjoy your new Babymaker bike! Feel free to reach out anytime if you have any questions! 

   

• Initial Complaint

  08/24/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a confirmed ORDER #***** (Babymaker Pro 1 - 23" (Medium Large) / Matte Black / Upper Bull Horn), for which I paid ********. Delivery has been delayed much longer than what was originally said. I simply want a refund, but FLX refuses. This is simple, I gave them money for a product that they did not deliver. I have contacted them multiple times to get the product or my money back and they have delivered neither. Please help, I just want a refund. Its a lot of money in a tough time and I want to move on from this.

  Business response

  10/28/2021

  Dear *****, 
  
  I have read over your submission and would like to offer you to trade in your FLX Bike for store credit towards one of our newer models. Additionally, we can apply your credit towards a newer model which has not been released yet. Since the bike has been allotted for delivery, we can seldom refund your bike. Please let me know what solution works best for you. 
  
  Thank you,
  
  
  
  *************************
  
  FLX Bike
  

  Customer response

  10/28/2021

  Thank you for this message.

  I may have accepted this offer 4 or 5 months ago, but several things have happened since the start of this. 1st is I purchased another bike, so I no longer need it. I wanted a bike for the summer, I ordered it in February, it would seem reasonable that I would have it by June, or July, or August, or even September. Its 3 days from November!  2nd is I have no confidence in this company and their customer support and/or service. I have basically been stonewalled by them since the start of this, while they have my money. I don't was a credit, because I don't want any product from them. They stole my money, I have ZERO to show for my $1500 almost 9 months later. The lack of transparency is *****. The facts are simple, I paid $1500 for a bike that was to be delivered in ****** days, its been twice that, with missed promise after missed promise, on top of patronizing emails asking me to buy more when I have not received the 1st thing I paid for. I get the supply chain issues, but they are not my issue, they are their issues. Thats business, and its their risk should not be mine. Whats fair is fair, give me my money back and they can sell the bike to someone else. The bikes seem to be popular, so there should be no problem off loading it. They say its custom, but fact is you pick from drop down list of options, and I can not be convinced that there are not other people that pick the same options as I did. I just want my money back, thats it, its simple. Thanks for your support. Please do what you can to help me get a full refund. 
  

  Respectfully submitted.

  ***********************

  Business response

  11/03/2021

  Hello *****,
  We apologize and hear your frustrations. Your case is being prioritized and has been escalated as we work with the logistics department. We have identified a 23 Babymaker Pro in the color: ***** at our Gardena location. If you would like to claim this bike we can get the shipping label processed today and have it delivered by the end of November. If this does not appeal to you, the other aforementioned offers still stand. We understand your concerns and are currently working to serve you to the best of our ability. We appreciate your support and value your purchase.

  Customer response

  11/10/2021

  
  
  I respectfully decline the offer. I am not interested in your product or dealing with your company any longer. Bottom line is you made a promise, took my payment and have not delivered. While I understand business logistics very well, being a small business owner myself for more than 22 years, I would never be able to hold a clients or customers money without delivering the product, period, then end. Please provide me with a full refund as soon as possible, I need the money!
  
  
  Thanks so much,
  
  
  *****

• Initial Complaint

  08/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a bile from FLX through indigogo June 1st 2020 for around $1400 after shipping, I finally received the bike on May 26th 2021 with an unexpected VAT charge of 180. The bike was fine for about 4 weeks but then an issue developed with the motor, I contacted FLX and got a very delayed response but they offered for me to pay for the part to shipped out to them for it to be repaired at a cost to me, I did this and received an new part about 4 weeks later with no explanation of what the issue was. Unfortunately the new part has exactly the same problem and I can no longer use the bile, Ive been trying to contact FLX for over a week now and cannot get a response, checking there ****** reviews and face book this seems to be a common problem. All I would like is for the bike to be repaired at no cost to me as its still within the warranty period.

  Business response

  10/28/2021

  Dear Max, 
  
  I have examined the problems you have listed in the posted complaint. I apologize for the troubling experience you had with the first replacement part. I have noted your complaint was filed on 08/05/2021. I have records detailing the interaction with our service department which concluded on 08/16/2021 with replacement parts being sent to you free of charge on order number #******. We hope this resolved the complaint and the complications with your bike. 
  
  
  
  If there are any additional needs that you need met, please notify us.
  
  
  
  Thank you,
  
  
  
  *************************
  
  FLX Bike
  

*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. ↩