Reviews

Review Details

• Review fromSusan S

  Date: 07/08/2024

  1 star

  Susan S

  Date: 07/08/2024

  Purchased Liberty Trike from friend that she paid approx $1500 for The key broke in 1/2 on 1st attempt to use & so was never able to use it.I reached out to the company & explained what happened in PRIVATE message. Part said Since I know elderly people people buy these, I was going to post a review with a warning but good customer service goes a long ************** happen& so Im hoping youll just replace the battery so that it can be used & I can at least say you stand behind your products.The response accused me of trying to extort a battery &I didnt see it that way. At their instruction I took to a locksmith who was unsuccessful at ejecting key. LIBERTY PUBLICLY SLANDERED my on their community page. They posted a screen shot of my PRIVATE message to them for their community&included my name &public ******** profile pic&asked their community to judge me& their handling of the situation.They only shared a part of interaction.They dont have public reviews on social media& only allows comments they can delete if anything negative &like me, they block you from being able to post or view the pages.They told me no one else sells the battery needed&also told me I am not their customer since I bought the ********************** second hand. I explained Liberty is the only place to buy parts or battery so I am a customer thats forced to spend money with them to maintain their product.I explained that if they are going to share my interaction with them on their group forum to be scored by their followers then they need to remove my name& public profile pic.Their response was to again state that Im not their customer&they blocked me from viewing any of their social media. I assume that they are further slandering me. I reached out in private regarding a legitimate *********** didnt deserve the response or the public shaming. when a person is publicly bashed&identity is shared, it poses both privacy& safety concerns for an individual. This matter should have been resolved privately.

  Electric Trike

  Date: 07/09/2024

  *****,Thank you for your review. We take all customer feedback seriously and would like to provide additional context to address your concerns.Firstly, we understand that you purchased a Liberty Trike second-hand from an elderly neighbor and encountered an issue with a broken key in the battery. Unfortunately, we have not received any contact or confirmation from the original owner regarding this issue. Despite this, we did engage with you in an effort to resolve the problem.Your initial message to us on Messenger stated, "I was so excited about my new Liberty Trike and the key broke in 1/2 on first turn and doesn't come out. To be clear, I bought it from an elderly neighbor that paid 1500 approximately for it, but only used it once by pedaling because the key broke inside the battery. She gave me a lower price and I honestly thought we would be able to get the broken key out, but are unable. It has literally never been able to be used since I know elderly people buy these. I was going to post a review with a warning, but good customer service goes a long way and problems happen. And so I'm hoping you'll just replace the battery so that it can be used and I can at least say you stand behind your products."While we understand your frustration, it is important to clarify that threatening a negative review to obtain free products or services is not a fair practice. Our response aimed to address your situation and provide assistance, but we could not comply with what we perceived as a demand for a free battery under the threat of a negative review.We suggested several steps to help resolve the issue, including:1. Attempting to remove the key yourself.2. Taking the battery to a locksmith for professional assistance.3. Testing the battery to ensure it was still functional before considering shipping it back to us for inspection.Despite our repeated efforts to assist, communication remained challenging. Over the holiday weekend, we continued to advise patience until our office reopened, but the tone of the conversation did not improve, leading to further misunderstandings. You also mentioned considering purchasing a battery from Amazon. We strongly advised against this, explaining that the connectors are not compatible and that we cannot support batteries not provided by us. Despite this, you seemed intent on pursuing that option.Regarding the incident with the community group, we apologize if you felt publicly shamed. We shared your message with our community to seek their advice on handling such situations, and it was not our intention to expose your identity or cause distress. Your name was inadvertently included in our response, and for that, we apologize, and of course that image was deleted immediately.We have the original conversation available for public viewing, and we encourage anyone interested to review it and judge for themselves: This is a screenshot of the original conversation with ***** S: *********************************************************************************** We hope this serves as an example of how not to communicate with any company. Our company has integrity, and we will not tolerate extortive behavior. We strive to maintain a supportive community and provide excellent customer service, but we also expect respectful and honest interactions from those who reach out to us.If you still wish to resolve the issue with your battery, we recommend following up with the locksmith to see if they can successfully remove the broken key.Thank you for your understanding.************** the "cult" comment, we invite everyone to join the Liberty Trike ************ on ******** and decide for themselves. You wont find much negativity there, but you will find plenty of honest and unedited feedback and suggestions and experiences from over ***** lovely members participating, sharing, and very happy with their Liberty Trikes.Best regards,********************* CEO, Electric Bike Technologies Inc.Note: This is the same reply we posted on our ****** reviews in response to this individual's complaint. That one is more extensive as she continues to try to harm our reputation. It is disheartening when someone exhibits such animosity after not receiving the outcome they desire and being refused further interaction with the company. She continues to send messages via social media, and yes, we have blocked her. She has threatened legal action and posted negative reviews across various platforms, all because she bought a four-year-old Liberty Trike second-hand that had a broken key stuck in the lock tumbler.She is not a customer of ours; we never sold her anything or conducted any transactions with her. Her initial message via Messenger (which you can see in the link provided above) sought to extort a free battery under threat of a negative review, and now she continues this behavior. As a business owner, you occasionally have to deal with difficult individuals, and we do our best to maintain our integrity and continue to produce great products while fostering a supportive and positive community.Thank you for allowing us to respond. Please feel free to call us or send an email if you want to see how well we treat our customers. ***************************************** or ***************.