ComplaintsforEcells, Inc

• Initial Complaint

  02/13/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I just wrote a long Review that details what the issue is . I will summarize here . I bought a bike from them in April of 2022, it showed up damaged , they asked me to ship it back , we negotiated a small partial refund to cover the damage . Fast forward to October of 2022 and the display/ on off switch failed . I called them to get the part warrantied . They agreed to send me the part , what showed up was a used part from a different model bike , completely different part than what the bike came with . I called them and they said that they would order the correct part and ship it when it showed up a few days later . That was October , I have called and emailed many times , only to get the same story or a similar story of , we are waiting on a part , I will have to talk with the owner on what he wants to do , but he is in a meeting now so Ill get back to you after loosing track of how many times I got that line from them I figured out that they have no intention of honoring the written warranty.

• Initial Complaint

  01/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ive purchased an electrical bike from them.The bike was defective and a safety danger to be ridden.I contacted them on the matter.Since the beginning they refused to solve it and giving me a hard time to reach them .on my last intent one of their mgmt told me to quick bothering them as they would never give me my money back.I sent them the bike back on their request and since them.I havent hear from them anymore.They ignore my repetitive pleas to give me the bike back or refund my money.

  Business response

  01/26/2023

  Ecells has always tried to work with the customer and told her we would fix the bike and ship it back, however she refused on the phone that she did not want the bike just the money. I did attach the proof that she did get her money back through PayPal, I called and spoke to them personally about the refund and they assured me that she did get the refund already. 

  We are always here to answer any questions and speak with all of our customers, we do not ignore any customer at all. Please know you can call us and ask for ****** at ************ Monday-Friday PST 8am-5pm we always want our customers to call, I am the office manager and I remember speaking with her about this issue. When this first happened we were at a show and not in the office, Soon as we got back in the office I did call the customer about everything. 

  Business response

  03/16/2023

  We called PayPal and they did state that the customer did get their money back. When I spoke to the customer on the phone, they were recording me and also had a lawyer present so I could no longer speak with them due to our policy.

  This has been closed a few times and I spoke to PayPal on this and they told us that this was already taken care of. 

  Customer response

  03/21/2023

   
  Complaint: 18887992
  
  I am rejecting this response because:

  I am enclosing documents to prove that every single claims this business and its representatives are completely bogus.They have never,ever try to meet any professional conducting ethics or willingness to honor any claims,since the very beginning.Not only denying a return within the guarantee time frame and prolong it extrategically to place the costumer out of the specific time frame on the guarantee.But blatantly insulting and threading too.  Their claim on making a payment to PayPal is bogus too.I enclose statements from PayPal and my Bank entity (after contacting them on the matter) and PayPal and the bank have no records at all of that allegedly return.

  
  Sincerely,
  
  *****************************

  Business response

  04/06/2023

  The last time that the customer had called ********************** I spoke to the person that was speaking on behalf of the customer. I sent what was asked for and when I contacted PayPal they assured me that the money was refunded back to the customer. I asked the customer to please send me any proof from there Bank or PayPal stating that the money was not refunded and I would take it to our CEO about this. They stated to the staff here at Ecells and me that there was a lawyer present and asking personal questions about my ties to the company. I stated that the staff or myself are no longer allowed to speak with the customer due to them having a lawyer involved per our policy. We have tried multiple times to help the customer and every time they would say that we are lying and yelling at the staff and myself. We are sorry that this is the outcome of the issue but soon as they brought a lawyer into the issue after getting their money back we are not able to speak with them. The customer from my understanding was recording the conversations on the last few phone calls without our consent. We did everything to help this customer and everything that we did or tried did not make them happy. My name is ****** and I am the manager here at ecells and I never told the customer anything that they are stating, I would never do that to anyone. Here at Ecells we provide great customer service and we are here to answer all questions and resolve all issues that *** come up.    

• Initial Complaint

  08/03/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  purchased on 26 of oct. 2021 ( order #XXXXX ) the limited edition super ******* ***** **** awd ( black and gold ) . Paid five thousand for the bike. And I had to pay additionally ( $225 ) for faulty front motor and had to wait for that shipment and disaster once again damaged and never worked when finally arrived. Over a month. Customer support for weeks at times end was eventually no help. My battery one of the two front and rear ) the rear battery started to smoke.. had to send that back once they got back that battery I never heard from them again. Once I got the bike initially there was serious damage to the package. As further inspection lcd screen had a crack and the pedal crank for the pedal assist was damged. Eventually stopped working the assist. The bike and there customer support was not helpful. And one I was dealing with I found out quit. When the person I spoke with at end of disaster apologized saying she was on vacation and she got back to all my emails... But it was too late by then I gave up on the bike and put the bike on a park fence to have someone else deal. Would need to contact the ecells company if needed to do anything to that bike it was not any good to me or any . Shipping caused the damage and they wouldn't acknowledge it. They were not helpful and very much negligent in their dealings with shipping from coast to coast. Should have been handled in more reasonable fashion especially since this purchase was based upon trust which there is none in this lifetime.

  Business response

  09/09/2022

  Business Response /* (1000, 6, 2022/08/08) */ To whom it may concern, Ecells have tried to help ***** **** with his bike multiple times. We have called, Emailed and spoke on the phone with Mr. ****, But any time that he spoke to us he would be yelling and cussing at us. Even with how he was being we still was trying to take care of the bike, then we got an email from ***** **** saying he did not want anything to do with Ecells so we did leave him alone after him requesting for us to never contact him again. Mr. **** left the bike at a park for someone to take and we can not replace or fix a bike that is not in his care. Mr. ***** Mother had called Mr. *********'s cell phone and was very upset because she said that she had no idea that we spoken to her son on this matter. I would be happy to send over anything that you may need with dates and times on this matter. I know Mr. **** would like a new bike but he had verbally abuse our staff members here at Ecells and we are very sorry that he was not happy with then purchase but we asked for him to send the bike back and he is not an easy person to work with when he is upset. We can not give a refund for a bike that we did not get back. Please let me know if there is any other information that is needed and I would be happy to answer any questions that you may have! Consumer Response /* (3000, 9, 2022/08/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Not only was I not helped but they were deserving from what I said to them. I was not abusive I was truthful and they wanted but never could I have the chance to send bike back because I never talked with anybody until the person came back from vacation from person that quit I was dealing with . Tell them to show all email correspondence from the very beginning and you will see I was not helped at all. I do not want a refund I want what I paid for a bike and accessories exactly they way it was suppose to come undamaged and in very much new condition. Mine was not

*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. ↩