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:08/22/2024

  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.

  Date of Purchase 07/27/24 ******* was given to company with a decent shipping time when asked Mid-Aug. Then moved to Aug 24th by a person over the phone. Then stated 20 days from what date we didnt know. It will shipped to now Sept 5th. (Stated below attachment) Website has been updated to presale expected to ship late August which when we purchased it just said August. Which just been recently updated. The soultion to to give me a different model of bikes. Two Mars 2.0 $999 discount code can knock it down to $899 Ranger S at lest between $1299-$1499 but no motor size was stated. With a discount code could be $1199-$1399 and beable to ship it within 24 hours plus to free gifts no explaination on why they kept moving the date back. If the company having problems getting the bike.

• Initial Complaint

  Date:08/22/2024

  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.

  Hello I bought two ebikes from heybike June 2023. They are covered under a two year warranty. Both bikes with in one week had the motors die in July 2024. They are very well cared for according to their book of instruction we have done everyting right. Both engines are dead, bikes are non functional. Heybike will not pick up the phone answer an email or anthing begging them for help to replace the bikes. They also told me i am "out of warranty" which is not true. They also told me they will mail me new motors if i paid for it. No one will touch these chinese bikes to service them and it is way to complex for me to do. The bike never be the same or safe. This *************** is swindling hard working americans with a botched product. Look at your other reviews on this company "dead motor they wont help." It's not just me. I would like to be refunded at this point. They can pay to have these bikes shipped back to them. If you need anymore documentation from me please just ask. I have never done this before so please just let me know what you need. I have many unanswerd emails. I have videos of the bike just not working. I have the correspondance they have sent me. ****

• Initial Complaint

  Date:08/20/2024

  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 a HeyBike RangerS 1000 watt bike from heybike.com on June 8, 2024. When I ordered the bike, it said it would be shipped to me within 2 weeks. I used the ShopPay by Affirm app to finance the $******* electric bike and made a payment of ShopPay in the amount of $500.00 on June 13th.When I did not receive my purchase in the aforementioned 2-3 weeks, I contacted HeyBike by email asking when I would receive my purchase. The told me they were out of stock and the bike should be shipped to me by July 18th. Then they said July 19th. Followed by early August. At that point, I told HeyBike that I wanted to cancel my order and receive a full refund of the money I had paid. And also a full refund to ShopPay for the amount they had already paid HeyBike, $*******. I was tired of being strung along with no end in sight.I then filed a dispute with ShopPay to hopefully get somewhere with being refunded.The next email I received from HeyBike, after they has said they would refund me within 48 hours, which they did not; said that they saw that I filed a dispute with ShopPay and would not be able to refund me any money until I canceled the dispute. Ridiculous!!I am tired of being strung along. I want to be refunded the $500.00 that I paid toward the bike I never received and for shoppay to be refunded the *******, so they can refund me the $500.00.This whole thing with HeyBike has been a nightmare.

• Initial Complaint

  Date:08/16/2024

  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 a bike on July 4, 2024, and the total of my bill was $1367.46. When I rec'd the bike it was not working properly and was too dangerous to ride so I contacted Heybike and they said I could return it and it would cost me $200 for shipping it back. And I would receive $1167.46. So, I returned the bike on7/30/2024. I Have been in contact with Heybike and have all the emails and chats I have had on this issue. BUt they only refunded me $999. Another email I sent asked why and they said the taxes ($89.46 which are for the state of Iowa taxes) does not get refunded. I did not see anything in their return policy stating the taxes would not be returned to me or did the **************** agent (****) tell me such. I have never heard of anything about this until after the fact. So I told them I disagree since their policy does not state this and no one at Heybike that I talked said this. All they said is I would be charged $200 for return, which I don't fully agree with since the bike was faulty and too dangerous to ride. I do think I am due the taxes ($89.46) credit back to my account.

• Initial Complaint

  Date:08/13/2024

  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.

  09/2023 Purchased E-Bike from Heybike. Came with a year warranty plus I purchased a extra year warranty Purchase price: $2000.00 Intent: Reliable transportation to and from work.12/2023 Bad battery, wouldn't hold charge. Had to pay for shipping of new battery that was under warranty. Waited for 8 weeks for battery to arrive.7/2024 Motor failure. Unable to fix, can't buy parts, out of stock. Being told it will ***********-8 weeks until they can have the motor built, then shipping time. Was charged $150.00 shipping charge for a part under warranty.Heybike does not stand behind behind their policies explained at purchase.As stated above, I purchased this product for a reliable mode of transportation. It has been more of a headache than anything else. The company sells a product with a one year warranty, selling additional coverage on top of that, and that coverage was purchased. The unability to replace these parts in a timely manner and send without charging shipping is unacceptable.

• Initial Complaint

  Date:08/09/2024

  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.

  I purchased an EBike from this company for $1588 and it arrived inoperable. The company refuses to replace it or refund my money. Their suggestion is to for me to find a local bike dealer that will work on their bikes, have them make all repairs necessary, submit my documentation, and they would reimburse me for the parts only(not labor). Help me resolve this please.

• Initial Complaint

  Date:08/02/2024

  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 a combo deal of bikes from Heybike.com. Upon receiving them both bikes were scratched and damaged from not being packaged properly. One bike is still useable. The other however had a gauged and scratched lithium ion battery, a broken shifter, a charger to the battery that did not match up to the given battery, and dents and scratches throughout the bike as well as missing screws. We tested the battery that didn't come with the correct charger with the other charger for the other bike and the battery does not work at all. According to the companies website- within 14 days of receipt you can get a full refund or a replacement bike. They refuse to accommodate this because they say the scratches are not a big deal and that return shipping would be too much of a cost to them. All I want is a new bike to be sent to me and for me to return this one as the return policy states I can do. I have spent more than 3 hours on the phone with them in total. I was finally told that I would receive a shipping label to send back my bike within 48 hours. That was ********************************************************************************************************* that and that they would not be sending me a shipping label and that there was nothing else she could do other than offering to send me $50 and the broken parts. She told me to call back and try and talk to someone else because she could not help me anymore. This has been an absolute nightmare and no one from customer service has been able to help me via phone or email.

• Initial Complaint

  Date:07/30/2024

  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.

  We Bought 2 Ranger S - 1000, one arrived and was great, the next came 8/27/24. We removed it from the packaging and assembled it without issue. However, immediately I noticed that the rear brake was not working. Upon further inspection I found that the brake line was leaking hydraulic fluid all over the place from the handle brake lever.I also noticed that the rear brake line was not run through the gasket when going into the bike frame, so the line runs against the frame and the gasket can't sit in place. It also was sent with the battery ON and the hand brake was squished so the break was on and drained the battery, so it came dead. We called HeyBike Support about the break issue but have not been satisfied with the response so far. The Support wanted to resolve the situation by sending me new brake components. I repeatedly said how uncomfortable I am changing these components on my own since I am not any kind of mechanic and this is such a critical part of the bike. I feel that there is a safety issue that makes me uncomfortable changing it myself. I would prefer to receive a completely new bike. This one clearly did not meet quality assurance standards. Per their own refund policy about defective itemsFOR QUALITY ISSUES (1) Within 14 days of receipt: full refund and no charge of return shipping fee and processing fee; Or buyers can change for other e-bikes without extra payment of return shipping. However they refused to entertain this resolution and insisted they send out a break kit. We spent over $1,500 on this bike and expect a GooD working bike, but they refused this, changing the subject. Running by the clock down on the 14 days from purchase clause. They threw around the policy this and policy that till I read them their own website policy. Instantly being shut down. I contacted a bike repair shop and they even recommended exchanging it for a new bike while I am able to.Thank you for your attention. Please help me resolve this issue.

• Initial Complaint

  Date:07/27/2024

  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.

  Date of transaction: August 21, 2022 Product description: 1 Heybike Cityscape, Black Frame.Description of Issues:1) The wiring connecting the ebike controller (throttle and pedal pedal assist functionality) and the motor is defective. During normal use, the connection may be cut (no power goes to the motor), or the bike can be triggered without input from the user (the bike suddenly accelerates with no trigger). This is increasingly likely when the exposed cable is moved in any way during normal use, such as during turns and bumps on the road. This is a safety hazard and could result in fatal injury. There is video evidence of this occurring that can be provided.2) The charging adapter and cable do not reliably connect the the battery. When plugged in, the indicator light for the charger may remain off, and other times, on. Sometimes I had to to jiggle the connect to get charger to start, and sometimes charging would stop spontaneously in the middle of a charging session. There is video evidence of this occurring that can be provided.Asks:Heybike guarantees a 2 year warrantee for both original and subsequent owners, with proof of purchase. In accordance with the warrantee, I want the defective parts replaced, or if impossible, and equivalent monetary value for the defective parts. Link to warrantee: *****************************************************

• Initial Complaint

  Date:07/23/2024

  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.

  Dear Better Business Bureau,I am writing to formally lodge a complaint against Heybike regarding their failure to honor their promise of issuing discount points to my account after I completed a survey at their request. I encountered an issue with the headlight on my Heybike. Upon contacting Heybike's customer service, I was informed that the issue was due to a broken connection and was not covered under my warranty. However, the representative assured me that if I completed a survey, I would be issued points equivalent to a $30 discount to be used towards the purchase of a new headlight.I completed the survey as instructed, yet despite numerous follow-*** and more than four email exchanges, Heybike has consistently given me the runaround and has failed to credit my account with the promised points. Their responses have been evasive, and they have refused to provide a clear resolution or admit any fault.Additionally, they recently issued me a $50 coupon for a new bike instead of the original point deposit to my account. I do not want a new bike; I want the points that were initially promised to me.This experience has been both frustrating and disappointing. As a customer, I believe it is my right to receive the compensation promised to me for my efforts in completing the survey. Therefore, I am seeking your assistance in resolving this matter. I request that Heybike either:Issue the promised points equivalent to a $30 discount to my account immediately, or Publicly admit to misleading customers and discontinue the practice of offering points for completing surveys.I have attached my trail of emails in a PDF file format as proof of my correspondence with Heybike.Thank you for your time and assistance in this matter.Sincerely,*************************