ComplaintsforM2S Bikes

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Order Date:1/13/23 Order #***** 1. Tire Issues: The bike has been plagued with recurrent flat tires since its receipt. Despite my attempts to seek assistance from M2S, they have consistently denied responsibility, citing the width of the tire treads as the cause of the problem.2. Brake Issues: Within the first 60 days of owning the bike, I experienced significant brake problems. Despite the relatively short duration of ownership, M2S declined to cover these issues, attributing them to "wear and tear."3. Suspension Issues: The suspension on the bike is extremely low, causing it to touch the ground & compromising the overall riding experience. M2S has similarly declined to cover the suspension under warranty, using the same "wear and tear" excuse. 4. Wrong Tire Shipped: After extensive correspondence and negotiations with M2S, they agreed to send a slightly used replacement tire, with the condition that I cover the shipping costs, upon receipt of the tire, it became evident that M2S had sent the wrong size. Despite efforts to resolve situation, they refused to replace the tire or issue credit for the shipping fee, leading me to initiate a dispute with American Express.5. Battery Issues: Recently, the bike's battery went dead. When I approached M2S for warranty coverage, they declined, citing my dispute with Amex as the reason for voiding the warranty.II am seeking the following resolutions from M2S through the BBB's intervention:1. Full refund for the purchase of the defective electric bike.2. Free replacement of the ******************** components under warranty.3. Full refund of the shipping fee for the incorrectly shipped tire, as well as the appropriate resolution for the tire issue itself.I kindly request the BBB's assistance in mediating this matter to ensure a timely and satisfactory resolution. I am hopeful that through your intervention, M2S will demonstrate a commitment to customer ********************* their obligations under their warranty terms.

  Business response

  09/06/2023

  Subject: Response to Your Recent Reviews
  

  Dear **************,

  We sincerely appreciate your feedback and understand your disappointment regarding the wear and tear of your electric bike purchased in January 2023.
  At M2S Bikes, we strive to provide our customers with excellent service and high-quality products. We always aim to be transparent and clear about our warranty policy, which does not cover wear and tear items like tires and brake pads. These components will wear out with regular use, and their lifespan can vary greatly depending on riding conditions and frequency of use.

  We apologize if this was not made clearer at the time of purchase and understand your frustration.

  We appreciate your patience as we tried to assist you with the suspension setup on your bike and are regretful that our interactions became heated.

  As a gesture of goodwill, we sent you a replacement tire at our expense, asking only for the shipping cost to be covered. We were sorry to hear about the chargeback initiated on your end for the shipping cost after you received the tire. Your credit card company has returned the shipping cost to you, but we were never sent back the tire and have to consider it stolen. Based on that action and aggressive communications with our employees, we have made the decision to discontinue further assistance with you due to the ongoing hostility. 

  We value all our customers and their feedback. We're sorry to see a customer dissatisfied and we hope to learn from this experience to improve our communication and customer service.

  We appreciate all our customers' reviews, as they help us to continuously improve. We hope this response provides some clarity on the situation. If there are any additional concerns or questions, we encourage you to reach out to us directly at **********************************.
  
  
  Thank you for your understanding,
  
  Customer Relations, **********************

  Customer response

  09/07/2023

  I am rejecting this response because:

   

  Subject: Re: Response to Your Recent Reviews - Further Clarification Required
  
  Dear M2S Bikes Customer Relations,
  
  I appreciate your response to my concerns regarding the electric bike I purchased in January 2023. While I understand your stance on wear and tear components, I must express my disagreement given the rapid degradation of these parts within weeks of purchase, indicative of quality issues rather than normal wear.
  
  Regarding the tire issue, I appreciate your gesture in sending a replacement, but receiving the wrong tire led to further complications and a loss of $40, which I expect to be refunded.
  
  Regarding the suspension, despite my efforts to address the issue as advised, it persists, and I believe it should be covered under warranty.
  
  I would also like to bring to your attention the defective battery, unquestionably covered under warranty, which I kindly request to be replaced.
  
  Regarding compensation, I kindly request the following:
  
  1. A full refund for the bike purchase due to persistent defects.
  2. Repair or replacement of the suspension, battery, and any other defective components under warranty.
  3. Compensation for the time, aggravation, and expenses incurred in attempting to resolve these issues.
  
  I hope this leads to a clearer understanding, and I remain open to resolving these issues amicably.
  Thank you for your attention.
  Sincerely,
  *******************

  Business response

  09/12/2023

  Hi Brody, 

  We feel that our best path forward is for you to return the bike for a refund.

  Here's a link to our return policy, we are willing to waive the unridden part for you to return your bike. 

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

  We will refund the full purchase price of the bike minus all shipping costs once the bike is back to our warehouse, but in order to do this we will need you to remove your negative reviews of our company. We cannot refund you without the reviews being removed. 

   

   

  Customer response

  09/13/2023

   
  I am rejecting this response because:

   

  honest reviews and experience will not be removed until I am fully compensated for all of our aggregations and negative experiences this have caused me  

   

  if they issue full refund and warranty replacement for battery, I would be happy to write an update to my honest reviews that have been posted on many social media channels and many more to follow  

   

  its very important that honest reviews and experiences are shared to the public  

   

  I will not get rotten apples get away with this kind of behavior  

   

  Thank You 

  *******************;

  
  

  Business response

  09/15/2023

  We feel we are going above and beyond to satisfy a difficult customer by offering a full refund on a very used bike that doe not fall under any warranty claim and is far outside of our return policy outlined on our site. If this customer wishes to return the bike for a full refund minus shipping he simply needs to pack the bike up, return it,  and remove his negative reviews. We feel this is a very fair compromise and that ************** is being more than fairly taken care of. 

   

  Customer response

  09/15/2023

   
  I am rejecting this response because:
  Theyre welcome to pick up the bike and issue a  refund today. I dont see any reason I should be covering the outbound or inbound shipping. 
  

  you are the one that chose not to stand behind your product and Brand  

  Customer response

  09/15/2023

   
  I am rejecting this response because:
  

   

  Date Sent: 9/15/2023 9:40:22 AM
  

   
  I am rejecting this response because:
  Theyre welcome to pick up the bike and issue a  refund today. I dont see any reason I should be covering the outbound or inbound shipping. 
  

  you are the one that chose not to stand behind your product and Brand  

   

  
  

• Initial Complaint

  12/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  After buying 2 bikes for nearly $5000, a kickstand broke off. After contacting m2s, they provided a link to order a new kickstand. The link m2s sent was expired and the company would not reply. After 3 emails and 2 phone messages, the company still will not respond to my need. It is not right, they will not return my call/email. I spent thousands of dollars on a bike I now just lay on the ground or it will fall and break

  Business response

  12/01/2022

  Good Morning, 

  I don't have any order from this customer for a kickstand for his bike, which is why one wasn't sent. I've gone ahead and sent him one for free as thanks for being such a great customer. 

  Customer response

  12/01/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

*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. ↩