ComplaintsforQuietKat Inc.

• Initial Complaint

  09/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Showing closed on ****** maps probably to stop any further reviews.Expects "original packaging" which was a small piece of cardboard needed to be removed to test the fit of the item. That's all I did was test the fit and decided I did not need it."There is a 15% restocking fee and $10 for return shipping." This is absurd.

  Business response

  09/27/2024

  Thank you for reaching out to us and for bringing your concerns to our attention. We sincerely apologize for any inconvenience you have experienced with your recent purchase and return process.

  We understand your request for a full refund, including the original cost of shipping and exemption from the re-stocking fee and return shipping costs. However, as stated in our return policy, which is clearly outlined on our website, returns are subject to a 15% re-stocking fee, and the original cost of shipping is non-refundable. Additionally, customers are responsible for the cost of returning the product to QuietKat.

  Our return policy is designed to ensure fairness and transparency for all our customers. While we regret any frustration this may cause, we must adhere to these guidelines to maintain consistency in our operations.

  At the time of this response, our system information indicates that our team replied to your request to return the product, outlining the eligibility in accordance to our stated policy and providing you with a return label. From what we can see, you are still in possession of the product as tracking is not currently active.

  In the instance you choose to return the product within the eligible time frame, our return department will evaluate the return in accordance with our policy and issue a corresponding refund.

  We appreciate your understanding and are committed to providing the best possible service. If you have any further questions or need assistance with the return process, please do not hesitate to contact our customer service team.

  Thank you for your cooperation.

  Customer response

  09/27/2024

  Complaint: 22343339
  Enjoy your dying business then.
  
  Regards,
  
  **** *********

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased: 4/9/24 Delivered: 4/15/24 Promise for issue to be resolved: 4/17/24 We received the bike and put it together same day, after putting it together we noticed the wires to the control module were cut in two. We inquired to get new module sent over and were told it would be 2 days. Finally we just inquired about getting a new box to ship this one back due to not receiving the control module as promised. Box was supposedly shipped on 5/9/24 checked FedEx tracking and they can’t find a shipment matching the tracking number provided.. We cannot contact via phone… no one helps via email… we have paid notes on a high dollar bike we haven’t drove the first time… HORRIBLE CUSTOMER SERVICE!!!! Will not recommend to anyone ever.

  Business response

  06/24/2024

  Thank you for reaching out to us regarding the delay in receiving the bike box for your return. We sincerely apologize for any inconvenience this may have caused.
  After investigating your case, we identified the issue and took immediate action to resolve it. We are pleased to inform you that your bike was received by our returns department  on June 14th and the refund was processed the same day. 
  We appreciate your patience and understanding throughout this process. If you have any further questions or need assistance, please don’t hesitate to contact our customer service team.
  
  
  
  

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7-21 23 I purchased an e bike from QuietKat inc. The model was Ibex. I received the bike and it did not shift properly. Took it to a bike store where they diagnosed the problem was a bent derailer. Contacted quiet kat bikes and they sent me a new derailer. Had to take the bike back to the shop to get the derailer replaced after waiting for the part to come to me. Shortly thereafter the bike would not shift properly again, took it back to the bike shop and it had a failed chain link. I paid to have the chain replaced with my own money. so far the bike has had 3 - 4 weeks of down time. 1 mar 24 the bike failed showing an error 20 communication loss, i submitted a ticket to quietest and waited, no response. Mar 15 24 contacted quiet kat again, got a response that said to fill out a warranty ticket again! I did. No response again for weeks, numerous phone calls to the company were attempted, no response. Finally, Justin With quietKat was reached and said the bike had a bad board, he would get back to me with a possible replacement. I called him again after waiting a week and he related the technician said the motor would have to be replaced. He said he would send me a new motor. 2 months went by and no motor had arrived for the repair. I emailed Justin stating i wanted a new bike due to not receiving the motor and other warranty issues with the bike, Justin replied by telling me the technicians want me to return the bike to them and they would fix it. I have still not received the box to return the bike as of 5-19-24. I paid nearly 5,000 dollars for this bike and it has been broken and unusable for 3 months of time i have owned it. At this point I probably wont receive the “repaired” bike until the end of summer, more time missed to enjoy my purchase.

  Business response

  06/21/2024

  Thank you for reaching out to us. We appreciate your feedback and apologize for any inconvenience you may have experienced. We have received your complaint as well as your bike at our service center and have completed the service. It will be returned to you shortly.
  If you have any further concerns, please don’t hesitate to contact us. We value your business and strive to provide excellent service.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 14, 2023 I purchased a Queitkat Apex Pro ebike and many accessories. From day one I have have had issue with the bike and their customer service which is non-existent. First, the bike did not have the rear wheel chain/sprocket protector that protects the rear wheel from damage and more importantly injury if the rear chain comes off the sprocket. This is a government required part and they are not installing them on their bikes as the law requires and they argued with me to put it on my bike. I have had many other issues since but the latest is the most severe and absolutely unacceptable and the company refuse to do anything about it or honor their warranty. The bike has dropout in the rear that hold the wheel to the frame and they are using fasteners that shouldn't be used for this application and they fail in a very short period of time. This failure will certainly cause an injury in the future. I have presented the problem to the company and they refuse to recognize or honor their lifetime frame warranty to continue to replace the parts. Their customer service has been ridiculous from day one and will no longer support a product with a lifetime warranty that is only a few months old. I am filing complaints against both their customer service and suggest all of their bikes that use these fasteners be recalled before someone is hurt by their failure. I have lots of supporting documents including videos that can not be uploaded by any of the means provided. Please provide a method to upload or send links for these videos and I will be glad to provide them.

  Business response

  03/18/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience you may have experienced. Our commitment to excellent customer service remains unwavering, and we appreciate your feedback. We have thoroughly investigated your complaint and would like to clarify the situation. Contrary to the claims made, our company has taken the following steps to resolve the issue:

  
  Part Replacement: We promptly offered to replace the faulty part in question.
  Professional Installation: We agreed to work directly with the bike shop of your choosing for professional installation to ensure the highest quality service.
  Coverage of Associated Fees: We covered all associated fees related to the replacement and installation process.
  Full Bike Replacement: In an effort to exceed your expectations, we also extended the option of replacing your bike entirely.
  Return and Refund: Additionally, we provided the alternative of returning the product for a full refund.

  
  We take pride in our commitment to customer satisfaction, and we regret any misunderstanding that may have occurred. Our goal is to resolve this matter to your complete satisfaction. If you have any further questions or concerns, please do not hesitate to contact us directly.
  Sincerely,

  Customer response

  03/25/2024

  Complaint: 21440456
  
  I am rejecting this response because:

  I will be unable to respond to this in the 10 day time period because I just received the parts on Thursday 3/21/24 *****************************************************

  I am not able to take this to the bike shop until later in the week and will not know if they indeed pay for repair until it is complete. Even when completed these parts are just a band aid for a design flaw and they will certainly wear out again in a very short time and they clearly stated that they would only fix this issue one time, which clearly violates their lifetime frame warranty. I will be certain to supply video evidence that these parts don't fix the problem, after they are replaced.

  They may have offered a full refund but only for the bike and not the roughly $1000 in accessories that was purchased at the same time and will become worthless since they can only be used for this bike. They also want me to pay for the return shipping and a new box to ship it which will be significant when I shouldn't be responsible for this when they won't even acknowledge that an issue exists.
  
  Regards,
  
  Michael Zielinski

  Customer response

  03/29/2024

  I have now taken the bike to the repair shop in an attempt to have this fixed and just as I expected it indeed did not fix the problem and after the company said they would pay for the repair, I waited 3 days without them paying and had to pay for the repair myself which is no surprise to me.

  Now a second issue has come up showing what a total piece of junk this item is. The latch that holds the battery in the bike has now broken and the battery can't be removed. If they aren't address the first problem I certain this will also not be repaired leaving me with a worthless piece of junk.

  I've already explained how they will not refund the full purchase price of all items without significant costs to me. I don't ever see a solution now but this company definitely needs to have this reported to prevent them from ripping off others!

  I have overwhelming evidence for my case now including testimony from two bike mechanics that worked on the bike and will agree that this is a major issue that simply replacing the parts will never fix. I would be glad to provide any of this evidence if requested.

  As far as I'm concerned this case is closed and no solution was provided!

  Respectfully,

  Michael Zielinski
  

  Customer response

  03/29/2024

  I have attached a copy of the work order that I had to pay for to fix their problem after they said they would pay for it but didn't. Here is a link for a video showing what the problem is; ******************************************* 

  The video is to large to email. I will not be able to obtain testimony from the mechanics or any other evidence within 3 days so unless you provide some extension, this is all I can provide but should be more than sufficient to prove my case.
  

  Business response

  04/01/2024

  from: 'Brodie Seyferth' via Dispute Resolution <[email protected]>
  reply-to: Brodie Seyferth <[email protected]>
  to: "[email protected]" <[email protected]>
  cc: Melanie McIntyre <[email protected]>,
  Brett Burleigh <[email protected]>
  date: Apr 1, 2024, 10:34 AM
  subject: Complaint ID: 21440456 Response
  
  Good morning,
  
  ID 21440456
  
  Regarding the complaint ID above, the customer was able to respond, but I do not have the ability to respond as far as I can tell. 
  
  Our response to you:
  
  We understand the issues raised regarding their recent experience with our product. Allow us to provide a detailed response:
  
  Wear Item and Maintenance: The specific issue Mr. Zielinski mentioned pertains to a wear item. It’s important to note that certain components on our products are designed to withstand regular wear and tear. As with any mechanical equipment, continued maintenance is essential to ensure optimal performance. We encourage all our customers to follow recommended maintenance guidelines to prolong the lifespan of their products. His issue seems to be with the design of the product, claiming there is a flaw, which we maintain there is not, furthermore this particular complaint falls outside of the lifetime warranty of the frame. 
  
  Crash Protection Design: The item in question is intentionally designed to give way in the event of a crash or eventual wear. This design feature serves two critical purposes:
  Frame Protection: By sacrificing the component, we protect the integrity of the frame, minimizing potential damage.
  Ease of Repair: Our goal is to make repairs straightforward. The design allows for easy replacement, ensuring that your bike can be swiftly repaired by authorized technicians. This repair typically falls outside of warranty and would not be covered by QuietKat, though we are making an exception in this case for Mr. Zielinski, agreeing to cover the cost of the repair on a one-time basis. 
  
  3. Repair Process: We have been in consistent communication with the bike shop handling the repair. They are well aware that QuietKat is covering the repair costs, though they would prefer to complete the work prior to receiving payment. Rest assured that we are committed to resolving this matter promptly and efficiently.
  
  4 . Refund and Shipping Costs: Contrary to his statement, we have not asked Mr. Zielinski to bear any shipping costs related to the potential refund. Our offer currently stands: we will cover all shipping expenses associated with returning the item for refund.
  
  5. Legal Matters: We take legal threats seriously, and we regret that it has come to this point. Our legal team has reached out to Mr. Zielinski to address any concerns and find an amicable resolution.
  
  In conclusion, we appreciate his business and remain committed to ensuring his satisfaction. If you have any further questions or require additional clarification, please feel free to contact me directly. 
  
  Respectfully,
  
  Brodie Seyferth Sr. Manager of Customer Experience
  T: 970.471.8642 E: [email protected]

• Initial Complaint

  11/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have what appears to be separation of the steering column from the fork. Also, the hanger bracket is broken for the rear derailer. I need parts and have not had any luck communicating with QuietKat. No one answers the customer service phone line. This is after 3 tries. I filed a request for a "ticket" to which no one did anything. I stopped by the Eagle store and was given a business card of a worker there. She will not answer the phone or emails. I was sent a customer email asking if I was satisfied with the customer service I received, to which I responded a 1 for extremely dissatisfied. Got an email back stating I would be contacted within a couple days. Never heard back. This is a very expensive bike and I cannot get parts to repair it

  Business response

  12/04/2023

  Mr. Daggett was contacted by our customer service supervisor and they came to a mutual resolution that satisfied the customer. We appreciate Mr. Daggett's understanding and willingness to work with QuietKat and look forward to a long relationship! Thank you!

  Customer response

  12/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  Tom Daggett

• Initial Complaint

  09/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed the order on Sept 4th, 2023 and received it on Sept 8th, 2023. At time of purchase, the company claims a 15day, 10 mile test ride period. Upon unboxing, the crank was jammed inside the spokes of the front wheel (See photos). I was able to get it free but the damage had already been done and the spokes are bent and scarred which could lead to premature failure and/or unbalance of the wheel. Since I was on a time limit to potentially return the bike, I assembled it to test ride it. As soon as I attempted to ride it, it threw the chain off the cassette (rear gears of the bike.) Upon inspection, I found that the derailleur was bent causing misalignment with the cassette and the derailleur actually slightly hitting the rear spokes. Also the shifter is difficult to shift and have to assist the derailleur by hand to change position/gears. I was able to position it to a mid gear to test ride but the derailleur needs to be replaced. I have made several attempts to contact customer service both by phone and submitting a customer ticket with no response except for a confirmation via email that my ticket was received. I contemplated just returning the bike for a refund but after reading some reviews that I found after this issue arose, it became apparent that based on others experience with Quietkat, I may return the bike and not get a refund either. If that is true, I'd rather keep the bike than just lose my $4500 dollars and have nothing at all to show for it. At this point, I don't know if I would rather have them replace the parts or just return the bike for a refund. Even if they replace the parts, if this is the kind of customer service you get, I may be better just going a different route altogether. To make matters worse, I work offshore and had to come back to work before getting this resolved and won't be back home for 21 days so there is no chance for me to return it before 15 days is up even if I wanted to go that route. I really wanted to like this bike

  Business response

  09/18/2023

  We called and spoke with Mr. Dufrene, Friday afternoon directly after receiving the complaint. We assured Mr. Dufrene that his bike was still in the trial period and came to a resolution regarding the shipping damage. Mr. Dufrene's bike will remain under the trial period, 10 miles/15 days after the parts are applied to his bike and he is able to ride and assess the bike. 

  Customer response

  09/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me. They have delivered replacement parts and have provided additional contact numbers and emails in the event that I have additional issues with the product in the future. At this point I am very pleased with the cooperation from Quietkat to resolve the issues I previously had following my purchase. 
  
  Regards,
  
  Dustin Dufrene

• Initial Complaint

  01/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bought a QuietKat Prowler Trike. I had issues with motor locking up within first 10 miles of ownership. The motor locked up(front tire is motor) and flipped me forward off trike. Called in and told them about it(Jeff Kinney and Cody Lettice). They repaired motor and i received it back. The repaired motor didnt last 10 miles. At this point Jeff said they acknowledged they had problems with the trikes motors. I bought a new motor and rim and tire.The new motor didnt last 5 months. I sent it in and they repaired it again. Now after only 15 miles it out again. This is without question a problem they recognize and its a problem from the very beginning. So I called in to get help again and talked with John B******. After many call he was to get Jeff K back on it and to help me.We even discussed maybe getting a different unit. So after 2 months i received a email from John stating ( Maybe you could get it going in a creative way ). I am not sure how that makes any reasonable sense. This is a motor they make and is sealed up. This kind of solution is wrong and wont work. This trike cost thousands of dollars and they know there has been problems from the beginning. It a LEMON. I have no idea how there is no solution to this.

  Business response

  02/07/2023

  Clay,
  We have been in contact with Mr. ******* regarding the reason for his complaint and have come to an accepted resolution regarding the legacy product in question.
  
  Kindly,
  Brodie S******* | Sr. Manager of Customer Experience | QuietKat
  

  Customer response

  02/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ****** *******

• Initial Complaint

  11/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered a $7,000 electric bike directly from them. After only 9 miles, the bike quit working. Took weeks to get anyone from QuietKat to respond to my emails and phone calls. They finally advised taking the bike to a local shop to submit a warranty claim. Did this, the bike shop had a terrible time getting QuietKat to respond. They finally sent out a offbrand replacement motor, the bike stopped working again at 24 miles. I tried contacting QuietKat for two weeks by phone and email, no luck and no response. I just dropped the bike back off at the bike shop today, they don’t really want to deal with QuietKat again but agrees to try.

  Business response

  11/14/2022

  We spoke with Mr. ***** today and came to a suitable resolution for both parties. We thank Mr. ***** for bringing his concerns to our attention. 

  Kindly,

  Brodie S*******

  Customer response

  11/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** *****

• Initial Complaint

  09/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I submitted a ticket to this company around 9/5/22 like their website asks. About 3 days later, Walker A*** responds and tells me my issue is not a warranty issue and that I could buy the part. I’m ok with that, however it’s been 11 days since he has answered an email. I have spent the better part of 3 hours on the phone, on hold, for their answering service to hang up on me. I currently have no back brakes on my bike and there is no way of ordering any off their site. I HAVE to speak to someone…all I want is a phone call or email so I can purchase my parts. I spent over $3,000.00 less than a year ago on a bike, whose brakes are now non functioning creating a safety concern for myself. All I want is to purchase the parts I need…yet no one responds.

  Business response

  09/20/2022

  To whom it may concern

  Thank you for bringing this concern to QuietKat. Our customer support team is working diligently to respond to each and every inquiry in a timely fashion and we regret the time elapsed it took to address Mr. ********* request. Our team reached out Mr. ******* early this morning and made contact with him thereafter, and was able to come to resolution. 

  Kindly,

  Brodie S*******

• Initial Complaint

  09/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On July 13 and 14, 2022 I ordered a bike, game trailer, phone holder, front light, saddle bag, gun rack, upgraded seat, and water bottle holder in two separate orders. I received all except the upgraded seat and water bottle holder. I waited a couple of weeks before contacting quietkat. They told me they were on the way without much detail. Note, that they state that all shipping and order status will be conveyed via email. I waited another couple of weeks for my order but it did not show. I contacted them again. This time I was told that the seat was on the way but the bottle holder was on back order. More time went by and I without delivery. I called a few times without an answer or a call back. Recently I went back to check on one email with the order to find that the seat was listed as delivered. It was never delivered and I never got email notification of shipment. Again I called and left messages but have not heard back in any way. At this point, I just want my money back but cannot make contact with this company.

  Business response

  09/16/2022

  To whom it may concern

  We regret that Mr. ***** did not experience the level of service we pride ourselves on providing for our customers. We spoke with Mr. ****** today, learned more about his experience, while notifying him that QuietKat refunded his purchase and he will still be receiving the items. Thank you for bringing this to our attention. 

  Kindly,

   

  Brodie S*******

*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. ↩