Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a hey *** racemax and was struck by an suv while riding it. The crash ruined my front wheel and bent the frame of my bike. I contacted her *** to purchase a new frame and wheel but they denied selling me a new frame.

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an electric bike from *******. It is a Heybike. Less than a month after use the back tire completely flattened with no holes or anything. The latch to fold the bike is damaged and I did not notice this until my brother purchased one and his latch is completely secure. I have also now noticed that the seat on the bike is missing screws on the bottom causing the plastic to fall off. These screws were not in any bag for me to add in. My brothers bike came with these screws already screwed into the seat. I contacted best buy and they refused the return because it was after 14 days. I contacted Heybike and at first they seemed as of they were going to help. They asked me to send videos and pictures of the issues. After a few days of back and forth they replied saying there is a spring detached that needs to be reinstalled. I did not install said spring as it was not part of the building process.. this bike is defective and I spent over 900 on it. Their solution to the tire was for me to buy another. Which is $400 on their website. I feel as if they are trying to find an excuse not to help me. If I spent $900 on a brand new bike there should be no issues like this. I was expecting either a refund or a replacement.

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an e-bike from Heybike on 22 Feb. 2025. It was delivered on 04 Mar. 2025. I assembled the bike and was testing it when I noticed that the front sprocket was bent. I reached out to the company and they agreed to send a new sprocket. After this, I was looking through the user manual for information regarding the sprocket and I discovered that the bike was actually rated for 32 mph as opposed to the 28 mph limit advertised on their website. The 32 mph limit makes it a motorcycle where I live, making the bike useless to me. Heybike insists that because it was ridden for 2.5 miles I cannot return it as unused. For context, I purchased the bike new but it had nearly 17 miles on the odometer when I received it. When I reached out I was directed to a part of their website that does have the information showing the higher mph limit, but the page for the bike states that the model I purchased was limited to 28 mph. Heybike charges a 50% restocking fee for return of used bikes, meaning I would need to pay $800 for shipping and restocking to return the bike. I have included a PDF file with sreenshots from the webpage for the bike where it clearly shows that the bike with the 1000W motor is limited to 28 mph. It is only by clicking on the "compare" button that anything shows that the 1000W variant has a 32 mph limit. In all cases the webpage for the bike states the ratings for the 1000W motor, except for max speed, where it states the rating of the 750W motor. This is blatant misrepresentation and predatory when you consider the cost of returning the bike. The company has rejected all my suggestions for resolution including simply exchanging the motor for the 750W version, and has only agreed to provide a software power limit. I do not believe that this will make it a legal ebike. I have reached out to the local *** for clarification and they refused to tell me if this change would or would not render it legal.

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since the day we took bike out of box we have had an issue with this bike by losing power and speed. They won't replace it nor refund it so we can get one that functions properly. It's been a sitting 100lb bike in our upstairs dining room. They sent a replacement part that supposedly was on back order from November 2024 till March 2025. Was told month after month that it's still on back order. Finally received it and put it on bike and still has the same issue. We have done every single thing they have asked for us to do to figure it out and now they want us to do it all over again. Step by step or reset bike disconnect wires and so on. We delt with this for months before they even sent out the replacement. They also wanted us to pay for the shipping $200 to get replacement part. I told them no this is a manufacturer defect we shouldn't and wouldn't pay shipping. We only want a bike that works as intended when purchasing a new ebike. That's all we want and now the bike we bought is discontinued. Pls help us get something refunded or replaced pls.

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought bike in February of 2024, bike has 3k miles on it and battery just isnt holding a charge its suppose to go 45 miles on a charge and we get 4-10 miles before it dies, its under a 2 year warranty (1 year left) and you have to jump through hoops to prove anything, I will definitely not be going back to this company to even a tire horrible customer service.

• Initial Complaint

  Date:11/23/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased an electric bike in July 2024 and received it in first week of August 2024 from Heybike online. The battery will not charge. Rather than address the issue of a faulty battery, HeyBike has sent me two additional chargers but the battery will not charge. I have sent several emails but their responses were for me to get a current tester and test the battery poles. I have ne charge in the battery so that would be pointless. Then, after several emails they asked me to take it to a bike shop, have them do a test based on their criteria of the battery and they will reimburse for the test if it is faulty. They have yet to send to me said criteria. All they have suggested are DIY approach to get the bike working. I requested a refund but they state that I was outside of the 30 day window. Unfortunately, as a consumer, the shipping period counted as part of the 30 days and I had only a couple of weeks to assess. I want my money back and for them to retrieve the bike.

• Initial Complaint

  Date:10/23/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased an $1800 hay bike in July, the motor seized 4 weeks later, *********** said it was not their fault and I was outside of the four week coverage so they would replace it but I would have to pay the $300 shipping fee. I also did not receive the battery cap which is the part that takes the battery off the bike to protect it from weather. I sent the $300 and sent the motor Back and here we are six months later no cap for the battery and no motor.Nothing but broken promises for this company. They keep saying that the motor and wheel and battery cap or not in stock yet they keep producing brand new bikes!?!

• Initial Complaint

  Date:10/22/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The HeyBike was delivered damaged, external package damage as well as direct damage to the bike. The bike fender and chassis have visible scratches to the paint. The scratches on the chassis near the battery compartment is into the metal. There is also damage to the wire assembly cover, it appears to have been torn. The Front Wheel S**** was missing from the parts box as well.We contacted HeyBike support via email to originally ask for an exchange of the bike on 9/30/2024, the day of delivery. HeyBike Support replied on 10/01/2024 to offer a $35 phone stand (which we had already purchased) as compensation. We declined on 10/03/2024. Then we received no response after that date to the original email. We then used a 2nd email to contact HeyBike again on 10/16/2024 to ask to return the bike. They replied on 10/18/2024 by offering a Bike Rack Pannier Bag as conpensation ($55 value). We replied declining the bag and again asking to return the bike and receive a refund. HeyBike then replied on 10/21/2024 wanting to offer $50 as compensation. We again replied that we do not want compempensation we want a refund and return the bike.I located their Headquarters phone number on the BBB site. It turns out to be a call center and I spoke with a lady who says she could not help me as they are only a call center. She said to contact Heybike support via the email I have already been using. She then said that she will send my complaint to support and to wait for their reply. After she said that, she tried to offer me $100 as compensation if we accept the bike. I replied, "No". I told her I want to return the bike for a refund. She then offered me $300 and paint to touch up the scatches. I again replied "No, I want a full refund". She then said most people would accept an offer like this. I told her, "I said No, I want a full refund". We opened this complaint since it's been almost a month from our initial request for refund from the company.

• Initial Complaint

  Date:10/03/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on May 17th, 2024, and paid $1,289.79 for a new, more powerful model of the bike, which had recently been announced. After the purchase, I received an email stating that I would receive my bike within a few working days. However, after a couple of weeks, I contacted HeyBike, and they informed me that it was only a preorder, and the bike would be shipped in a month.After a month passed, they told me that the bike was part of the first batch, but I was unlucky and didnt receive it. They promised delivery in another month, which also passed with no delivery. After further delays, they finally shipped the bike, but it arrived damaged. The bike had deep scratches, a twisted fork, misaligned brakes, missing screws, and a misaligned gearbox.Over a month of slow email communication followed, during which HeyBike refused to provide a refund or replacement, instead instructing me to fix the bike myself. They sent video instructions, which didnt apply to my case. They eventually sent a replacement fork and brakes, but the brakes were for a different model. After they resent the correct brakes, I had to pay for mounting and adjustment at an external workshop, and HeyBike has yet to reimburse these costs.Currently, the bike still has scratches, bends, a misaligned gearbox, and I have not received the promised reimbursement. Attached is the email history.

• Initial Complaint

  Date:10/03/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered an e-bike from Heybike in August 2024. The bike arrived damaged with numerous scratches, broken parts, and the electrical components of the throttle were damaged. Enough was wrong with it that I decided to return the bike. I spoke with the customer service and they told me they would provide me a return shipping label but never did. When I tried to ship the item back no major shipping company would accept the item due to the large lithium battery, weight and dimensions. If I sent the bike back with no battery it would be over $600 out of pocket (I paid just a few hundred dollars more for the bike.). ??? Its quite a racket they are running shipping broken, chipped, faulty and damaged bikes to unsuspecting customers who have little recourse for a refund.