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:07/21/2025

  Type:Service or Repair 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.

  Purchased the ebike c. July 1, 2025. A loud rattle came from the bike. They required that I make an audio recording of the noise, which I did. They identified the noise as being a defective motor, but so far have not provided a date by which it will be fixed. They recently shut down their phone lines, causing me to wonder if they are in the process of going out of business, possibly due to selling defective ebikes.The problem resolution timeframe is far beyond my patience. Nobody would be happy shelling out $1299 for a defective bike that takes 3 days to deliver (which was amazing) only for it to be sitting in a repair shop for weeks on end. (BIKE at Lectric-affiliated shop at this time)Seems they would just send out another ebike (3 days) rather than subjecting me to an infinite timeframe. Thank you for communicating this to Lectric, maybe we can still resolve the issue.

• Initial Complaint

  Date:01/31/2025

  Type:Delivery 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.

  Ordered on 01/24/2025 Order# ****** Contacted lectric and told them my battery was at 20 volts and was not powering my bike and they did not respond to my request. All I want is my battery replaced.

  

  Business Response

  Date: 02/10/2025

  Hello, 
  Thank you for reaching out. We value your business and are committed to resolving your issue. Our records show that you've been working with our troubleshooting team and received a new battery, but unfortunately, the issue persists. We also see that a new part was sent. Rest assured, we are dedicated to finding a solution and will continue troubleshooting until you're back up and running. If there's anything else we can assist with, please don't hesitate to let us know.

  Thank you,

  Lectric eBikes Customer Experience Team

• Initial Complaint

  Date:01/27/2025

  Type:Delivery 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.

  The order for The expedition bike was delayed by a couple of weeks, I then found out the orbiter was delayed for over another month making the bike useless until I receive it. Had I known this? I may have not purchased as I needed a bike for January to commute with my kids

  

  Business Response

  Date: 02/10/2025

  Hello,
  Thank you for sharing your feedback, and we sincerely apologize for the delays with your order. We completely understand your frustration, especially given the importance of having the bike in time for your commute with your kids.
  We regret that you were not made aware of the additional delay with the Orbiter, and we recognize how inconvenient this has been. Had we communicated this information sooner, we certainly would have hoped to help you make the best decision for your needs.
  Were actively working to resolve the situation and ensure that your orbitor arrive as quickly as possible. Your satisfaction is important to us, and were truly sorry for not meeting your expectations in this instance.

  
  If theres anything we can do to assist you further, please dont hesitate to reach out.
  

  Thank you,
  Lectric eBikes Customer Experience Team

   

   

• Initial Complaint

  Date:01/19/2025

  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.

  Business sent me a part that was wrong which caused me to take my bike to a repair business--------I told them it was the wrong part---but they told me to go ahead and use it that it would be o.k.----------nothing worked------took it to a repair shop to find out what the problem was------they called the Lectric people and had them send the proper part----------------I ask them to pay the repair bill and they refused------------problem was caused by one of their employees giving me the wrong part---------------------otherwise--there would not have been a problem------------had they sent the right part---------------none of this would have happened----------------they never even offered to pay any part of the bill--------------No one from this company seems to give a s*** and I want them to pay for this issue.

  

  Business Response

  Date: 02/10/2025

  Hello,

  Thank you for your request.  We apologize for the experience you had with us recently and want to reiterate that we are still waiting for a copy of your receipt to process your reimbursement.  
  Please send it as soon as you can to ************************************************************ 

  We appreciate your patience and look forward to working with you.  

  Thank you,

  Lectric eBikes Customer Experience Team 

• Initial Complaint

  Date:01/15/2025

  Type:Sales and Advertising 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.

  Placed order 12/15 for trike. Received email that trike would be delivered 12/21. Received email on evening of 12/21 stating that bike was not going to be ready to be sent until 12/27. Responded to company on 12/21 requesting cancellation of the order since they could not deliver when promised. Received response that order would be cancelled and any equipment out for delivery would be returned. As of today, per **** the bike has not been returned, and there is no routing information available. Per *** also, the bike was actually in transit - so the email about delivery date was inaccurate. Talked with lectric and per them, the bike is in ******** and they don't know anything, and had not followed up to ensure the bike was ever actually returned...

  

  Business Response

  Date: 01/16/2025

  Hello,
  Thank you for reaching out. We understand your frustration with the delivery issues surrounding your trike order, and we sincerely apologize for the inconvenience caused.
  As we previously agreed, a refund was initiated for your order. However, since you initiated a chargeback request via Affirm, the funds have already been refunded to Affirm, as they handle these transactions automatically. This means that the refund was processed through Affirm, and you will need to contact them directly for further assistance in accessing your refund.
  We understand this has been a frustrating experience, and we truly appreciate your patience and understanding. If you need any further details regarding your order, please dont hesitate to reach out to us.
  
  Thank you,

  Lectric eBikes Customer Experience Team

• Initial Complaint

  Date:12/19/2024

  Type:Delivery 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 ordered a couple of bikes from their website, one was in stock and one was going to be shipped before Thanksgiving. The second bike was delivered a couple of weeks late which I would've ignored but it arrived heavily damaged and is not even able to ride it at all. I sent an email on 12/9 after unboxing the bike, sent pics and video of the issue showing that you can not put the bike frame together to ride it as a result of the damage. They acknowledge the issue and asked me for all the same info they already had, like the serial#, my shipping address, contact info, etc. Instead of shipping me a replacement, they are telling me I have to return the broken bike before they will honor my order with a replacement bike. I'm now waiting over 10 days to receive a replacement shipping box which will require me to box, arranging shipping, wait for confirmation and only then will they decide to ship me a replacement bike. I asked why wouldn't they ship me my replacement bike and then I would send back the old one in the box it arrives. They would not agree to this and obviously do not trust their customer who spent already $2786 with them. I asked for a member of management to call me and they ignored my request and told me they will wait for confirmation before they will decide I'm trustworthy enough to ship me something I already paid for.Their business model of only being online is no reason to refuse to honor a customer's order, if they don't trust their customers, then open a brick and mortar store. They should practice on customer focused processes for events customers aren't responsible for.This present which was ordered on 11/2 will now not arrive for at least two months and will obviously miss the Christmas holiday period. To date no offer of compensation or apologies have been sent, hoping a BBB complaint will get me the very minimum ask of a phone call from a member of management.

  

  Business Response

  Date: 01/02/2025

  Thank you so much for reaching out to us! We truly apologize for the inconvenience you've experienced, and were grateful for your patience. We attempted to contact you on December 19 and left a voicemail, but were glad to hear from you now. I can confirm that the return box has been delivered, and once you send us the photos of the packaged item, well proceed with placing the new order for your replacement bike.
  
  I want to sincerely apologize for the unforeseen delay in the original shipment of your 3.0 model, as well as the damage it sustained during transit. To make up for the inconvenience, we would be delighted to offer you a complimentary accessory of your choice, valued up to $99. Please let us know if you have any questions or if youd like assistance selecting the accessory that best suits your needs. Once youve decided, well ensure your accessory is ordered promptly.
  
  Thanks again for your understanding, and we look forward to resolving this quickly for you!

  Customer Answer

  Date: 01/03/2025

  I have asked repeatedly for a replacement bike to be shipped that I ordered two months ago. I continue to receive urgent messages about ordering in time for Christmas but yet you refuse to ship me a replacement bike.

  Ive asked for a reason as to why the policy is set up in the most inconvenient way possible for your customers but as of a few minutes ago I received an email from ******** telling me its my fault for agreeing to your terms and conditions of the order. I trusted you with $2500+ order but it appears you dont trust me enough to ship a replacement.

  Explain to me and the BBB why you refuse to ship a replacement bike that you agree was damaged when it was shipped to me. Ive given video evidence that the bike is nonfunctional and has no value until it is repaired. 
  

  I'm not scamming you, Im begging you to be customer focused!

  *******

  

  Business Response

  Date: 01/07/2025

  Hello,
  Thank you for your response.  We are happy to assist you with your replacement bike and in no way is this related to a lack of trust.  We sincerely apologize for the inconvenience and re-assure you that it is in our best interest to ensure that you are able to get riding as soon as possible.  We are happy to send the new bike as soon as we receive the original damaged bike.  You mentioned that you wanted to know why we are not able to send you a bike first.  The reason for this, is because if there is shipping damage the box it's normally a onetime use for shipping purposes.  Therefore, we have sent you a brand-new box to package the original bike.  The return bikes get repaired and sold as refurbished bikes at our physical location in ********  By sending you a new box and packaging materials, we are trying to protect additional damage to the original bike.  
  Please note, there is a chance the second bike may arrive damaged depending on how the shipment is handled.  
  Once again, we are happy to support your warranty needs and sincerely appreciate your trust in the business.  We will coach the **************** *** associated with the most recent interactions.  Thank you for bringing this to our attention. 

  Please let us know if there is anything else we can help you with. 

• Initial Complaint

  Date:11/02/2024

  Type:Order 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 electric E bike from electric company and since day one Ive been having issues operating and driving this E bike through ********************* and uphills so I requested assistance and they kept sending me parts to replace which I followed, and also followed all the troubleshooting steps they been sending me the bike still was not working so its been over a year now and theyre still trying to fix it with me with back-and-forth so I requested a replacement And they said that my e-bike is out of warranty even though I reported the issue to them before the warranty ends so they were playing on the time to avoid addressing my issue. I would like them to send a replacement because Ive never got to drive this E bike at all. This is a clear abuse of a consumer rights.

  

  Business Response

  Date: 11/04/2024

  Hello,

  Thank you for your request.  A return is not approved because the bike has been out of warranty since February 2023. In addition, our records indicate this transaction was refunded in full in the form of a check on August 8, 2022. 

  We are happy to offer troubleshooting assistance, virtual meetings with techs, or utilizing the service network. We are confident that your issue can be fixed and we are happy to assist you with getting your bike up and running.We are also happy to make an exception and provide free small parts, except batteries or motors.Please let us know if you have any questions or would like us to get you in touch with a Technical Support Specialist and we will be happy to assist you.

  Sincerely,

  Lectric eBikes Customer Experience Team 

  Customer Answer

  Date: 11/04/2024

  the bike that we are talking about is not the one that was refunded. They are confusing and jumping to conclusions without confirming the serial number of the bike. You never refunded this bike. I need full return of this bike! And i need you to check ur info and serial number as this was never refunded  

  

  Business Response

  Date: 11/05/2024

  Thank you for sending this information, we are happy to help.  Please send both serial numbers and order numbers if available.  We only have records of one purchase, which was refunded via check.  We don't see another paid order.  

  Thank you,

  Lectric eBike Customer Experience Team

• Initial Complaint

  Date:10/28/2024

  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 bought an XPedition cargo bike and everything was great for the first 100 miles. After that the folding mechanism in the handlebars came loose making the bike very dangerous to ride. In the initial contact with lectric they told me how to tighten the mechanism and this helped for a while but then it loosened again. So I tightened it again. Every time I tightened the mechanism it came loose in a shorter amount of time until it got to the point I was needing to stop and tighten it multiple times just to complete my 4 mile commute to work. I contacted Lectric again and they said I perhaps had a defective part and sent a new one. I had this installed by a shop in their service network and the new part worked for roughly 100 miles again before having the same issue. By this time I have had several issues with the bike and contacted Lectric hoping to return the bike or be offered an adequate solution. I was told a return could not be completed because of the mileage even though all of my issues have happened within the warranty term. Multiple agents advised me to just keep tightening the mechanism and they also sent another part to have replaced. I reached out again to speak with a supervisor to try and get an adequate resolution to this as having handlebars flopping around is extremely dangerous. They told me just replace the part again. The design of the folding mechanism is inherently flawed as it is four short screws holding together an extremely high-stress component. I would recommend not to purchase a lectric product until they fix this design of folding handlebars.I would like to return the bike and receive a refund if the bike is unable to have the folding mechanisms replaced with something that is safe to operate the bicycle with.

  

  Business Response

  Date: 11/01/2024

  
  Hello,
  Thank you for reaching out and sharing your experience with the XPedition cargo bike. We are sorry to hear about the issues youve encountered with the folding mechanism and the frustration it has caused.
  We understand your concerns regarding safety and appreciate your patience throughout this process. After reviewing your request, we are happy to accept your refund.
  Additionally, our records indicate that you are currently working with one of our lead agents, who is equipped to assist you further with this process. If you have any other questions or need additional support, please dont hesitate to reach out.
  Thank you for your understanding, and we hope to resolve this for you promptly.

  Sincerely,

  Lectric eBikes Customer Experience Team

• Initial Complaint

  Date:10/12/2024

  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.

  We paid several thousands of dollars for two bikes with the required equipment only to now be waiting over a half year later for those necessary parts to be delivered!! THEY WILL TAKE YOUR MONEY BUT WON'T DELIVER ALL OF YOUR BIKE!! Each month they would say it would be another month. It has now been SEVEN MONTHS and we still cannot ride the bikes we purchased due to not all the delivered parts.

  

  Business Response

  Date: 10/15/2024

  Dear Customer,
  Thank you for reaching out and sharing your concerns. We sincerely apologize for the delay in the production of your bike fenders. We understand how frustrating it is to have your bikes sitting unused.
  We want to assure you that the bikes can still be ridden without the fenders. Were committed to providing you with the highest quality products, and the delay has been due to ensuring that the ******* meet our quality standards.
  We appreciate your patience during this time, and were here to help in any way we can. Please let us know if you have any other questions or if there's anything else we can assist you with.
  We have every intention of shipping this product to you and as of right now, this product is scheduled to ship the week of December 2nd. 

  Thank you in advance for your patience,

  Lectric eBikes Customer Experience Team

  Customer Answer

  Date: 10/15/2024

  Bikes cannot be ridden without fenders as mud/water/dirt/small rocks fly up and would hit you in the back!  This is an unacceptable answer.

  

  Business Response

  Date: 10/16/2024

  Hello,

  We sincerely apologize for the inconvenience.  We understand the frustration in waiting because we would like nothing more than to provide the product to you right away.  Your order has been approved for a full refund if you would like to return your bike.  We deeply regret this has been your experience, but we also would like for you to be satisfied.  
  One of our Leads will be in contact with you as soon as possible, but feel free to contact us directly at ********************************** or via phone at ************** 

  Thank you again for your support,

  Lectric eBikes Customer Experience Team

  Customer Answer

  Date: 10/17/2024

  REALLY?  After all the time it took me to assemble these two?  Dont flatter yourselves for thinking you are being clever offering a refund.  You would have to also pay me for assembly as well.
  
  GET OVER YOURSELVES thinking you are so smart to be able to settle this with the BBB.  You are what you are, and you are as incompetent and overall horrible as far as business is concerned.  I will be posting this publicly as well how you sucker buyers in only to not send all that is needed for over a half year later!  
  
  I still expect a FULL WARRANTY from the time of all the parts to the bike to arrive.  I do have that in an email as well.
  

• Initial Complaint

  Date:10/09/2024

  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 bought an XPedition eBike in June 2023, and I was never informed that Lectric did not guarantee their products were sellable. As such, they would be covered by the implied warranty of merchantability required by US law. A little over a year later in October 2024, the key mechanism in the battery breaks and permanently attaches it to the bike. This is a manufacturing defect that renders the product useless under normal operating conditions. I called Lectric and was told by ****** that I could get a replacement battery if I sent a video showing the problem, so I did. They did not acknowledge it. I called back two days later and was told that they would not send a replacement because over a year had passed. I asked about the legally required implied warranty, and they didn't know what I was talking about.

  

  Business Response

  Date: 10/10/2024

  Thank you for reaching out! 
  We are so sorry you haven't been able to use your bike as intended and it's now out of warranty.  Our records indicate that you spoke to one of our representatives and we were able to approve a 30% discount to purchase a new battery.  Please let us know if they can help you with anything else.  
  Here is a link to our warranty terms for your reference: https://lectricebikes.com/policies/terms-of-service 
  
  Thank you,
  Lectric eBikes Customer Experience Team