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:12/14/2022

  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.

  A payment of $322.27 went through for repair of VanMoof S2 on Wednesday, August 20, 2022. They did not repair and will discard my eBike. They have not refunded the amount and are only giving a $1000 voucher to purchase their new model. This eBike cost me $3000. I would like my eBike repaired because they claim to be the future of bicycle transportation and will not fix this issue.Thank you,

• Initial Complaint

  Date:11/02/2022

  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.

  When I first purchased my bike things were fine. Problems started once I received a new bike to replace the one that was stolen - I had purchased their 4 year theft coverage. Since recieving my replacement bike, there have been constant problems. On first riding the bike, the battery disconnected and it stopped working. That was the first if several times I have had to get the battery changed since due to connectivity issues. There is obviously a floor with the frame, rather than all of these batteries. This has meant that there have been months in which my bike is not usable or has had to be ridden around manually. I need my bike desperately to get around, and there are always huge waits to get it repaired in ******. I have not in several occasions had to taxi the bike over to the ****** store at my own expense. I bought this bike to save money, not to loose it. The huge amounts if time for which I could not properly use my bike have eaten up significant amount of the 3 years theft and maintaince coverage which I paid a h*** of a lot of money for. I feel robbed of this.On a couple of occasions my bike has left the repair store with probelms and I have immediately had to return the ************ at my own expense. One time they just forgot to disconnect from my bike so I had to go all the way back so I could disconnect my phone. One time, when I did a postal repair, I receive my bike back infested with scratches. Most recently, I picked up my bike, and on my way home the rear gear guard slipped off, along with the shift gear. This jammed the gear and I fell off my bike injuring my head and wrist, and tearing my coat and trousers.I continued to use my bike occasionally having to stop when I could hear the gear cover sliding off again, and putting it back on. The gear now does not stay on atall, and my bike cannot be used even momentarily. This problem never existed before collecting my bike from the store, it is incredibly frustrating. The bike is still not fixed

• Initial Complaint

  Date:10/25/2022

  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.

  Purchase date: January 2022 Delivery date: March 2022 My husband and I purchased two VanMoof bikes in January 2022 - the S3 and the X3 (for a total of $4,896). They were delivered in late March 2022. Since then, they have broken down in multiple ways, multiple times.My husband and I have both lost the electric power to our bikes while biking on busy streets and intersections. This is EXTREMELY dangerous. We have lost power while 10+ miles away from home. To their credit, VanMoof has tried to solve these issues - but the amount of time it takes to send new parts (and in one case, having to ship my husband's bike back to them) has meant that we have only gotten about 6 weeks of use from them in the last eight months. AND they continue to break down.They are simply unsafe and unreliable, yet VanMoof refuses to return or refund us for the bikes. These bikes are unusable and even when one or both of them are working, we are afraid to ride them because of the unreliability of the past.All I want is to send the bikes back and receive our money back.

  Customer Answer

  Date: 11/19/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Vanmoof regarding complaint ID ********.
  
  Sincerely,
  
  *****************************
  

• Initial Complaint

  Date:10/14/2022

  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 am seeking a replacement bike due to a replacement bike that had structural issues. The bike was not assembled correctly, resulting in the back tire wobbling and frame issue that caused me to crash. I am an experienced bike rider and know the issue was related to the USED bike Vanmoof gave me when my first bike had an issue. Vanmoof also took the carrier off my first bike and never returned it. I consider this stolen.I own two Vanmoof bikes, and both have been in for reports multiple times, with the same issues repeating themselves (battery 3 times, control modules 2 times, seat post failure 4 times), defective battery bank, numerous error codes, SIM card failure, charged for parts that never arrived (battery bank) and then provided a refund through PayPal which charged me a fee, and didnt authorize my bike to be replace with a junk bike. For Vanmoof to tell me, after all these issues, that the replacement bike was not at fault is crazy. Vanmoof does not provide a phone number nor does it listen to my side of the issue.I request a replacement bike, my original carrier back, and a replacement helmet.

  Customer Answer

  Date: 11/07/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Vanmoof regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  Date:10/06/2022

  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.

  Waiting on my bike repair over 100+ days on a battery replacement for my 2016 Electrified S bike. The only method of communication is email and chat...its horrible! No one pickup the phone in the Vanmoof Brooklyn store.

  Customer Answer

  Date: 10/31/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Vanmoof regarding complaint ID ********.
  
  Sincerely,
  
  *******************************
  

• Initial Complaint

  Date:08/17/2022

  Type:Sales and Advertising 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.

  Previously reported issue below: contacted VanMoof on 8/5. Still no response and charged to my account. Got my X3 for 3 weeks and Bike is currently not ridable with little support from customer service due to defectIve Eshift i believe. Almost got kill on the road because Bike was accelerating on its own and had to hard press brake to stop the bike. Could Smell Bike brake burning.

• Initial Complaint

  Date:08/03/2022

  Type:Product Issues
  Status:

  ResolvedMore 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 need help from BBB in regards to an S3 eBike (US $2,448) I purchased in July of 2021 from Vanmoof. I received the bike in September of 2021 and rode it 5 times before storing it in my basement for the winter. My first attempt to ride the bike in 2022 was in late May. The bike would not unlock and had an E6 error message. I chatted with Vanmoof and was told to return the bike to their Brooklyn store for repair. My bike was shipped in its original box and was received by the store on June 3, 2022. Vanmoof has provided no updates on my bike and the store has no phone line to call. After 5 weeks with no communication (not sure why my Vanmoof account has a "upcoming bike repair" section that has never been updated) I decided to reach out to Vanmoof. The only method of communication is email or chat. I chose the chat option for the last 4 weeks (the Brooklyn store has now had my bike for 9 weeks) and the only information I have received is that my bike needs a new battery. I was told in week 8 that 100's of batteries were delivering, so my bike should be repaired. The chat person "***" stated that regrettably the Brooklyn store prioritizes local bike repairs. I live in **** and more than half of my biking season is now gone. Not once have I received a communication from Vanmoof updating me on the status of my bike. The only communications from Vanmoof have been initiated by me. I have requested that my bike be returned in working order or process a full refund for the purchase price of the bike plus shipping. As normal, I have heard nothing back from Vanmoof and have been forced to file this complaint.

  Customer Answer

  Date: 08/25/2022

  Better Business Bureau:
  
  Vanmoof has sent a replacement bike to resolve my complaint ID ********. This resolution is satisfactory and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:06/13/2022

  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 am requesting BBB assistance regarding a defective eBike following several unsuccessful attempts to receive customer service from the manufacturer. Last June I purchased a new Van **** Model S3 e-Bike , paying the full retail price of @3K. After riding the bicycle for 2 weeks and for less than 200 miles, the gears failed rendering the bicycle unusable. Van **** had to replace the rear wheel and internal gear hub. In early April 2022, after having had the bicycle for 10 months, there was a second failure rendering the bike unusable again. The battery would no longer recharge and the bike exhibited an error code E6. I reported the issue to Van **** customer service via email and telephone and had been corresponding with ************ Over the past 3 months, ****/Van **** failed to respond to my messages. At one point **** proposed I bring the bike to their Brooklyn shop for repairs, but when I contacted the Brooklyn store, they refused to accept the bike for servicing. I continued to attempt to negotiate repair or replacement of the bike, but **** frequently failed to reply to my messages for weeks on end. I have requested to return the bicycle for a full refund as the new bike has been unusable for a significant portion of the time I have owned it, less than one year.