ComplaintsforArcimoto Inc.

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased the Arcimoto in January 2022, It is still under warranty and it will not drive. After numerous phone calls, no one will help me get it repaired. It broke down 10/23/2023. This is my only means of transportation. Every person I talk to in the company gives me the run around. The repair shop is hour and half away and the repair shop just told me they do not have the parts and that they have been told by Arcimoto to cease all warranty repairs. The warranty is useless if I cannot get it repaired. They are telling me this is the only place to have this repaired.

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I'm reaching out to see if you can help with a fully refundable deposit that's owed back to me by a company named Arcimoto. I contacted them over 15 months ago May 10 2022, and their representative named *****************************, stated then that they would start working on the refund. Fast forward to January of this year, I was contacted by another representative ********************* in regards of scheduling a demo drive. I went ahead and told her that I had requested a refund on my deposit last year and haven't heard anything about. She said that they would look into it and send a refund check. Fast forward to June 23. I contacted ***** about what we have spoken in January, and she said that it wasn't processed even though she forwarded it to the appropriate parties. She stated that the check would go out with the next batch. Well, I'm still waiting. I have supporting emails of the multiple conversations and promises they made to me. Attached are two of the emails.Thank you for your help *****

  Customer response

  09/13/2023

   Arcimoto has sent a refund check. Three weeks after my complaint. 

  Everything has been satisfied. 

  Thank you for your help. 

  ***** 

• Initial Complaint

  05/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed a preorder for a Lean Mean Machine on 02/25/2022 and put down a $100 deposit that was said to be 100% refundable. Order number: ARC22022513133 I reached out to Arcimoto multiple times over the last few months requesting a refund for my deposit. They dont respond to any of my emails and when I call, they take note and say theyll process my refund, but never do.4/21/2023 - emailed ******************************* requesting refund no response 5/04/2023 - emailed ******************************* again requesting refund no response 5/15/2023 - emailed *********************************** requesting refund no response 5/22/2023 - called ************** requesting a refund. Was told they would issue a refund. Today is 5/27/2023 and I have not received any indication that a refund is being processed.Ive been reading a lot online about arcimoto being in serious financial trouble and Im very concerned that they do not plan on issuing a refund and will eventually go bankrupt.

  Customer response

  06/29/2023

  Hi, I just wanted to provide an update on my complaint. After calling and emailing them a few more times, I was finally able to get somebody to issue a refund of my deposit. They cut the check on June 20, 2023 and I received it yesterday (June 26). I'm not thrilled it took over 2 months to get a response from them, but I did get my money back, so I wanted to make sure that my complaint with BBB was resolved.
  
  
  
  Thanks,
  
  *******

• Initial Complaint

  03/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed a deposit on a preorder to Arcimoto 02/27/2022. A year later the *** eBike is not in production so I requested a refund of my deposit on March 4 and after no response I resent the email on March 8. I received an acknowledgement that it was refunded on March 16th. On March 21 I emailed for information in the morning on how it was refunded since it was not posted to my credit card. Not receiving a response I emailed on the evening of March 22. After receiving no response I attempted a phone call on March 28 but was transferred to voicemail on each of several attempts. I called again on March 28th at 1:12 pm and left the phone on receiving the repeated automated response that I was next in line until I hung up at 3:06 pm still the next in line. I called the 0 extension and was informed I was caller 2 at 3:14 pm and 1st in line at 3:18 and on hold until 3:44 when I hung up. I want to know if it was refunded to a credit card (no indication it was on my card) or if a check is being cut. In any case I want the information and the refund.

• Initial Complaint

  03/27/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I made a deposit for a future electric trike called the Mean Lean Machine, subsequently renamed the Cybertrike, from the company. The website states that the deposit is fully refundable. Late last year, Arcimoto announced that they have suspended work on the Cybertrike indefinitely and have no updated timeline on its availability, so I submitted a request to have my deposit refunded by both replying to the deposit receipt confirmation email and using their ******************************* email address listed on their website. I also called and left several voicemails requesting the refund with the confirmation number and details from my deposit. I've received no response from the company and have made several more attempts via email and voicemail to no avail. It seems that while they are still accepting deposits for vehicles, they are making no effort to honor refund requests.

• Initial Complaint

  01/25/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I did a preorder deposit that is fully refundable. [Order #ARC20041511439]. I have called and emailed without success to get my deposit back. No one has reached out to me. Seems like they are having serious financial troubles. I would like a refund asap. Very irresponsible, no one answers phones, no one responds to email. Also, not that I have changed addresses, so if the credit comes back via mail, I need it to a new address, previously provided.

  Business response

  02/13/2023

  On behalf of Arcimoto, **** (Arcimoto) I would like to thank you for providing the opportunity to respond to this complaint (Complaint) submitted by ******************************* ("**********************").  If we have not adequately responded to something contained in the Complaint,please let us know and we will supplement our response as appropriate.  After reviewing internal records, Arcimoto has not received emails or phone calls from ********************** requesting order cancellation and refund.  Without further information provided from ********************** as to the email address(es) and phone number(s) used to contact Arcimoto, we cannot comment on as to why communication was not received and responded to.  Had communication been received Arcimoto would have promptly responded.  Arcimoto personnel will be reaching out to ********************** to ensure his refund is processed.  Arcimoto sincerely appreciates ************************** business and hopes this response adequately responds to the Complaint.  Arcimoto appreciates your consideration of this response, but should you need additional information or have further questions please feel free to contact us at any time.

  Customer response

  02/13/2023

   
  Complaint: 18896223
  
  I am rejecting this response because:

  I have not heard from them, like they have not reached out.

  I have contacted via ALL their emails, attached is a screen shot.  I first went to the "info" email, and had no response.  As you can see I then emailed: preorder, invester, fleets, international, support, and info emails.  No response.

  I have attached email of original order, I would like a refund confirmed, and sent to ******************************************* 76209

   

  This shouldnt be so complicated.

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

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Acrimoto opened the east coast for sales of their vehicle 10/20/22. When I got he email from the company, I logged into their site and put my second deposit down on vehicle that I have been waiting on since January 2018. I gave them an additional $500 and they indicated it was non-refundable. What I didn't expect was that within 2 maybe 3 days they requested full payment $19000. There is no way the vehicle was built in 2 or 3 days. No proof via pictures, video, or facetime live was ever given to me. Only after the entire transaction fell apart because of the immediate demand of full payment did Acrimoto hint they would send me a picture of the vehicle. I even offered to use www.escrow.com to hold full payment until the vehicle was built and delivered to the 3rd party shipper. Acrimoto flat out refused to use any means of moderation to full fill the transaction other than requiring me to blindly send them full payment. If you check with the SEC and ******* Acrimoto(FUV) is on the verge of bankruptcy and is likely the primary reason they are demanding full payment on a vehicle that is not built or ready to ship. Would they deliver the product if I paid the full amount? I live **** miles away and they gave me no assurances that they would make good on the product. I initially gave ******** $100 deposit. Then I gave them an additional $500 deposit. I want a full refund of $600. They claim as of 11/28/22 they working on refunding $100. I have worked on resolving this with ******** from 10/20/22 to date 11/28/22 with no resolution.

  Business response

  12/19/2022

  On behalf of Arcimoto, **** (Arcimoto) I would like to thank you for providing the opportunity to respond to this complaint (Complaint) submitted by ***************  In order to provide structure to this response, Arcimoto has grouped Mr. ****** complaints into assertions encompassing the contentions he presents against Arcimoto.  These groupings are not intended to diminish or overlook any of Mr. ****** allegations directed at Arcimoto.  If we have not adequately responded to something contained in the Complaint, please let us know and we will supplement our response as appropriate.
  
  Complaint assertion 1: Acrimoto opened the east coast for sales of their vehicle 10/20/22. When I got he email from the company, I logged into their site and put my second deposit down on vehicle that I have been waiting on since January 2018. I gave them an additional $500 and they indicated it was non-refundable. What I didn't expect was that within 2 maybe 3 days they requested full payment $19000. There is no way the vehicle was built in 2 or 3 days.
  
  Arcimoto does not agree with the timeline ************** provided.  ************** paid his $500 non-refundable deposit on October 20, 2022 during placing the order for his vehicle.  While in the process of submitting a vehicle order, and prior to being charged the $500 non-refundable deposit, it is required that the terms and conditions are agreed to by clicking on the box to accept.  The terms and conditions state full vehicle payment is due within 14 days of executing the Bill of Sale, as well as the $500 deposit being non-refundable.  There is no way around accepting the terms and conditions to place an order.  Once the order has been placed the Bill of Sale is generated and sent to the customer, in this case **************.  Mr. ****** Bill of Sale was executed on October 28, 2022, 8 days after submitting his order and paying his $500 non-refundable deposit.  It was that same day, October 28, 2022, that payment instructions for the remaining balance of the vehicle were provided to ***************
  
  The payment instructions provided to ************** on October 28, 2022 stated the remainder of the purchase price is due prior to vehicle delivery but no later than 14 days from receiving the Bill of Sale.  For ease of reference, 14 days from October 28, 2022 is November 11, 2022.  Arcimotos standard timeframe to build a vehicle is 14 days.  After receiving the payment instructions ************** responded acknowledging final payment to be due within 14 days of executing the Bill of Sale, in which he questioned whether payment was actually due within 14 days.  Arcimoto responded that although it is preferred to receive payment within 14 days of the Bill of Sale execution, as long as the customer continues to stay in touch during the vehicle build and intends to move forward that is what is most important to Arcimoto.
  
  ************* stated to Arcimoto on October 30, 2022 that if the vehicle would be completed in less than 28 days he would still like to move forward with the purchase, at this time he also acknowledged once again the $500 deposit was non-refundable.  Since vehicle build takes on average 14 days Arcimoto would be well within this 28 day period in completing Mr. ****** vehicle.  Mr. ****** vehicle began production on November 2, 2022 and was completed on November 16, 2022.  Arcimoto believes this information shows final payment was not due 2 or 3 days after the $500 non-refundable deposit was paid as asserted in the Complaint.
  
  Complaint assertion 2: "No proof via pictures, video, or facetime live was ever given to me. Only after the entire transaction fell apart because of the immediate demand of full payment did Acrimoto hint they would send me a picture of the vehicle."

  
  As stated in the above response 14 days from executing the Bill of Sale (10/28/2022) was November 11, 2022, therefore immediate demand of full payment on October 28,2022 is not accurate.  On October 31,2022 Arcimoto offered to send videos and pictures of Mr. ****** vehicle ahead of delivery and prior to full payment, and also offered ************** the opportunity to visit the factory where his vehicle was being built and inspect it himself.  Based on the timeline this offer was made prior to the date in which full payment was due.
  

  Complaint assertion 3: "I even offered to use www.escrow.com to hold full payment until the vehicle was built and delivered to the 3rd party shipper. Acrimoto flat out refused to use any means of moderation to full fill the transaction other than requiring me to blindly send them full payment."

  
  Per Arcimoto terms and conditions an escrow account is not an approved method of payment.  In addition, the payment instructions provided to ************** stated Arcimoto accepts wire transfer or cashier check only for vehicle payment.  In discussions with ************** regarding the inability to use the escrow account as a means of payment,Arcimoto advised on November 2, 2022 that Arcimoto is bound by strict payment requirements due to being publicly traded and being audited quarterly.  While Arcimoto understands Mr. ****** apprehension regarding making final payment prior to shipping the vehicle, this requirement is in place because the vehicle would be out of Arcimotos possession and control once it is released to the third party shipper.  Further, the requirement to make final payment prior shipping the vehicle is outlined in the terms and conditions that must be agreed to prior to submitting a vehicle order.
  
  Complaint assertion 4: "If you check with the SEC and NASDAQ,Acrimoto(FUV) is on the verge of bankruptcy and is likely the primary reason they are demanding full payment on a vehicle that is not built or ready to ship. Would they deliver the product if I paid the full amount? I live **** miles away and they gave me no assurances that they would make good on the product."

  
  As stated to **************, full payment was required prior to releasing the vehicle for shipping but was never required prior to the vehicle being built.  Simply put this has always been Arcimotos policy to require full payment prior to vehicle shipment.  By accepting full payment for the vehicle,Arcimoto is legally obligated to provide the vehicle as ordered and it would not be possible to keep the money and never provide the vehicle.  There are legal means of recourse available to consumers in such cases.
  
  Complaint assertion 5: "I initially gave ******** $100 deposit. Then I gave them an additional $500 deposit. I want a full refund of $600. They claim as of 11/28/22 they working on refunding $100. I have worked on resolving this with Acrimoto from 10/20/22 to date 11/28/22 with no resolution."
  
  Arcimoto understands ************** is frustrated that we are unable to refund his $500 non-refundable deposit.  This policy is in place due to Arcimoto preparing and building vehicles to order and engaging in all the work necessary to build the vehicle.  This policy can be found in the terms and conditions agreed to when placing a vehicle order.  In one instance ************** stated (November 6, 2022) that his wife would not agree to pay for the vehicle and he was choosing happy life with the wife over your companys policies which shows ************** acknowledged Arcimotos policies in place.  The refund of Mr. ****** $100 deposit has been initiated, but there are internal processes, procedures, and policies to be followed.  ************** has been advised on numerous occasions he would be refunded his $100 deposit, therefore there is no reason to believe that it will not be just because it takes time to process said refund.
  
  Conclusion: Arcimoto sincerely appreciates Mr. ****** business and regrets that he is apparently dissatisfied with his experience.  We appreciate your consideration of this response.  We hope that this adequately addresses the assertions raised by ************** and resolves the Complaint.  If you need additional information or have further questions, please feel free to contact us at any time.

• Initial Complaint

  04/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered 2 units online at different times in 2021. I was already paid in full for the first unit and also paid the shipping via DHL in around October 2021. In addition I also paid the ***** reservation fee for the second unit in 2021. It took so long for Arcimoto to release the first unit. Now i just want to move on and they must refund me for the full cost of the first unit and the deposit for the second unit.

  Business response

  04/29/2022

  Good afternoon,

  Some dates of importance and information regarding what happened on those dates are as follows:

  -Order for first *** was placed 8/14/2021 and deposit was paid via credit card

  -Vehicle was ready by Arcimoto to be shipped via DHL (or other shipping carrier as buyer could have chosen) and the balance was paid 9/22/2021 but at that point was too late to be included on the next DHL shipment heading to Florida (DHL advised on multiple dates they will only send a truck to deliver in Florida when they have 5 ***s ready to transport), on 9/25/2021 as well as other times buyer was made aware there are other shipping options he could use aside from DHL.

  -Order for second *** was placed 9/25/2021 and buyer advised 10/1/2021 he would like to pay the deposit via wire and not credit card this time.

  -After numerous back and forth between buyer and DHL buyer paid DHL for shipping the first *** on 12/15/2021 (buyer reached out to DHL on 12/2/2021 regarding issues following the payment instructions, DHL responded immediately on the same day but buyer did not respond again until 12/13/2021).

  -On 12/13/2021 Arcimoto advised buyer his signature was still needed on the **** of Sale for his second *** and balance for the vehicle was due.  Buyer was advised at this time that any payments made after 12/17/2021 would not be processed until after January 1, 2022.  Buyer did not sign ***, pay the balance or respond.

  -On 2/28/2022 Arcimoto informed buyer that since the *** was not signed and the payment for the balance of his second *** was not received the *** was going to be reallocated to another order.  There were also numerous attempts by Arcimoto to reach buyer via phone calls and emails.  It was only at this point buyer advised he would not pay for his second *** until he received the first one.  Buyer advised at this time he already paid DHL for shipment of the first *** on 12/15/2021, this was unknown to Arcimoto and out of Arcimoto's control.  Arcimoto does not arrange shipping of the vehicles, it is between buyers and shippers to arrange and pay for shipping.

  -On 3/4/2022 DHL offered a refund of the money buyer paid for shipping the first *** but buyer requested the vehicle be sent on the next DHL truck going to Florida.  DHL confirmed again on 3/14/2022 the buyer wished to proceed with shipment of the first ***.  DHL advised on 4/6/2022 there was a full truck heading to Florida with buyer's vehicle on it and his *** would be available at MCO for pickup.  Buyer did not respond to DHL until 4/12/2022 that it was too late and he wanted a refund.  Buyer asked DHL if this truck was the first truck delivering ***s to Florida since his payment or if Arcimoto did not release the *** to DHL until now.  DHL responded to buyer that it was in fact the first truck being sent to Florida since DHL received payment from buyer in December.  Buyer then confirmed with DHL he would pick the *** up at MCO.

  -The Terms and Conditions when submitting an order for an Arcimoto vehicle and paying the deposit state (Terms and Conditions much be agreed to prior to submitting the purchase order):

  "You are under no obligation to purchase an Arcimoto vehicle from us but by not following through with your purchase you will forfeit your $2500 deposit."  Buyer chose not to move forward with the purchase of a second *** and when placing the order agreed to these Terms and Conditions.

  -Arcimoto was ready to ship the first *** in September 2021, at that point it was out of Arcimoto's control as to when it would be shipped and delivered.  Arcimoto is not responsible for shipping vehicles and provided on numerous occasions some options buyer could choose to use for shipment of his ***.  It is unclear from buyer's complaint why Arcimoto should have to refund the cost for the first *** and the deposit for the second ***.

   

  Should any further information be needed please do not hesitate to reach out.

  Thank you,

  Arcimoto Team

*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. ↩