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:03/03/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  In 2022 I ordered an Omega electric bike from the Evelo Electric Bicycles Company. The company was located in Seattle, WA at that time but has since moved to 2643 Fairfax Ave, Culver City, CA. I paid approximately $5,300.00 for the bike. It was delivered to me on October 7, 2022. The purchase included a 4 year warranty. On June 3, 2024 the bike experienced a malfunction and stopped working. Evelo advised me that the problem was a defective electrical component known as a controller. The part is covered by my 4 year warranty but Evelo advised me that they did not have the part in stock and could not give me an estimate of when I could expect to receive the part. I still have not received the part and have been without the use of my $5K bike since June 4, 2024. I was told the problem of Evelo fulfilling its warranty obligations related to its inability to get replacement parts. That was not the whole truth. On January 15, 2025 I was advised by David D** of Evelo that the delay in providing replacement parts was caused in part by Evelo’s refusal to pay its supplier Dapu for those parts. The refusal apparently related to a business dispute with Dapu. Why did Evelo not tell its customers that it chose not to fulfill its warranty obligations until it resolved its business dispute with Dapu? It could have avoided shifting the delay burden to its customers by making the payment to Dapu in order to receive the parts concurrent with the attempted resolution of its dispute with Dapu. Instead, it chose to make its customers wait for that resolution and, in so doing, deny them the use of their bikes for an unconscionably extended period of time. I had filed this complaint with you earlier but you incorrectly listed the complaint as being against Lectric Bikes INSTEAD OF Evelo Electric Bicycles Company of Culver City, CA.

• Initial Complaint

  Date:01/09/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 purchased an Evelo Galaxy SL ebike in 2023. The motor on my ebike failed last July 2024. I have a 4 year warranty and the motor is covered. However, it has been on "backorder" for six months and they are not responding to my emails (again) to say when it will be available. The warranty does no good if you cant get the part!

• Initial Complaint

  Date:04/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 purchased an Atlas and accessories for around $5800 in 2022. Within 21 days the first motor failed. Evelo honored their warranty and send me a 2nd Atlas. Then in 2022 again, the motor failed. Evelo honored their warranty and sent me a THIRD atlas. In 2023 I rode that atlas a bit, and all was well until August of 2023 when error 30 popped up which shut the motor off halfway through riding. I contacted evelo as always, and they had me walk through a whole process of evaluating where the communication error was. Then winter came, the bike went into storage, and I finally got to test ride it in 2024. Unfortunately even through all the trial and error evelo had me do, the error 30 popped up. So I asked for them to honor their warranty and send me a motor, they told me one doesn't exist. So they told me I'd have to remove the motor myself (they will not pay for labor to do this complex process), and mail it to Bafang to get it repaired. The warranty clearly states they'll replace the part. So I offered to simply swap the bike out with one they have in stock, which is an omega. They refused unless I paid $1000 fee. Considering they honored their warranty previously for free, and offered to send me an omega previously I objected that this is unreasonable.So I now must mail the motor to bafang and wait months for a repair that *** or *** not fix this warranty issue rather than them simply sending me the replacement part the warranty promises they would do.So my complaint is they are now refusing to honor the warranty, it's been less than 2 years, and are forcing me to wait for a motor repair.

  Business Response

  Date: 04/29/2024

  Hello ****, 
  
  We are sorry that your experience with your Atlas hasn't been everything we would have wanted, but we are happy to help get you riding again. We offer the most comprehensive warranty in the industry, and are happy to repair your Atlas, but a replacement bike is not covered under the terms of our warranty, which can be found here - ******************************************************;

  We did agree to your suggestion to swap your Atlas for an Omega if you cover the costs of this exchange, which you declined. 
  
  While we did replace the bike previously, we did this because there was no alternative at that time and that is no longer the case. We are currently out of stock on that motor, but Bafang, the motor manufacturer, now has a repair facility here in *****************. Sending your motor in for repair is the best option available, as I mentioned in our previous communication. Once they have the motor, turnaround time is usually two to three weeks and you will not be responsible for any shipping or labor charges with ******. 
  
  We will reach out again directly via email so we can get this moving along. 
  
  All the best,
  *****************

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21632263
  
  I am rejecting this response because:

  -I appreciate that you are willing to repair the atlas, but the warranty states that the part will be replaced, not repaired.  The notion that this repair is part of the warranty is interpreted here as being in bad faith for this reason: because you also indicated that you wouldnt pay for labor for a bike shop to fix the motor, but are OK with having it repaired by the manufacturer.  Its problematic because EVELO puts the work on the owner of the bike to remove a fairly complex sensitive electronic engine which requires the maneuvering of circuitry and sensitive electronics and tiny screws.  At minimum, if you are not going to replace the part outright, EVELO should cover the cost of having a shop take the part out for the user, and put the replacement part back in after its repaired.  

  
  -The suggestion of swapping out the atlas for an omega was not mine.  But from an EVELO representative in 2023 in writing to me when my 2nd atlas motor failed.  I am simply referencing the previous offer which is now being rescinded and replaced with a $1000 fee now.  When before it was offered for no cost as part of the warranty.
  
  -On the point on replacing the bike previously (2X atlas replacements), and a comment on no alternative, but that no longer being the case in 2024:  This is interesting, and it wasnt indicated that its a new facility that didnt previously exist can now in 2024 repair atlas motors that fail.  Its important for all your customers to know that theres a new facility that will repair atlas motors in advance and upfront. Instead of writing this fact to me, there was a long wait on me doing a test ride.  Also working through the emailed algorithm of steps to test for error 30 resolution; including EVELO sending me a new display, which did not fix the issue.  While I certainly did appreciate that new display for no charge, as a customer, I always assumed youd also send me the replacement motor if it was found to be the source problem of the error 30,  Or as previously, new bike, once I finished working through your written instructions for troubleshooting (which are intricate especially checking the 4 cables delicately seated within the housing of the motor, etc etc).  I think if this company response was to actually be in good faith, they should have written to me indicating that if it turns out that in fact the motor is the cause of the error 30, no need to worry.  Because now theres a new manufacturing facility that can handle that service and encouraged me, or at least emailing a couple of times to follow up with me.   The communications I believe here ended up being vague, leaving me to maintain communication throughout the winter, rather than you guys reaching out to me checking in to ensure all was well or if I needed any help with this after not hearing back.

  
  -I appreciate the email you sent on 4/29/24,your organization has been somewhat good about communications when I emailed them previously.  But it seems like that the 4/29/24 email was only sent in response to this complaint at BBB, and perhaps not in good faith to check on your distressed customer.  

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

  Customer Answer

  Date: 05/02/2024

  In my response rejecting the response to business I referenced an offer to swap Atlas for Omega.  That this was Evelo's offer and not my idea.  I am attaching that email communication as evidence here to support my statement.  So you can see it's a legitimate point that has full credibility and truth.

  Business Response

  Date: 05/07/2024

  Hello ****, 

  In the time shortly after your bike was delivered, there was no repair option for any motor issues. The motor on your bike was still new enough that there simply were not any spares to be had. As such, we replaced the entire bike and did indeed offer to swap it for an Omega at that time, since they both carry the same MSRP. Replacing the entire bike may not have been strictly necessary at that time; we could also have removed a motor from a new bike and sent it out, but that's not much cheaper or easier on our end and especially with bikes that are nearly new, we do try to go above and beyond in warranty situations. 

  In the year and a half since then, as you might expect, repair options have improved. While we are currently out of stock on that motor, the motor manufacturer now has a repair facility in the *** and having your motor serviced is a relatively minor process. 

  When you asked recently to swap your Atlas for an Omega, rather than have your motor repaired, we agreed to do so if you paid the costs of that exchange and that offer still stands. Unfortunately, that is our best offer if you wish to make this exchange. Otherwise, we will proceed with the repair as planned. 
  
  As ever, please let me know if there is anything we can do for you. 
  
  All the best,

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