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:08/05/2024

  Type:Delivery 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 preordered a bike, cargo package, and phone mount from this company on July 8, 2024. I have included the order confirmation which shows the expected shipping times for the items: Bike - July, Cargo Package - Week of July 22nd, Phone Mount - Within 1 Week.I was charged $1,062.50. I am writing this on August 5, 2024 and I have not received any of the items i ordered.I received an email on July 23, 2024 that the cargo package would ship that week.I received a separate email on July 23, 2024 that the bike would ship by August 2, 2024.I have not heard any updates on the phone mount.I called Lectric on August 2, 2024 and spoke with ******. They said they got a huge preorder and have not been able to ship out all of the bikes so my bike may ship in the next couple of days. I asked if there was any way I could have my order expedited and they said no. I asked about the cargo package and they said they ran out of inventory and it will ship August 28. I did not get an answer on the phone mount.I went to the website and saw Lectric is currently advertising preorders to "ship the week of August 5." ************ is charging customers and not complying with the expected shipping times, they are sending misleading updates via email, they are selling inventory already promised to other customers as evidenced by the promise to me that my cargo package ordered July 8 was shipping July 22 and subsequently becoming sold out, and they are continuing to advertise expected shipping dates that they know they cannot comply with. I would like this company to ship my items today and stop advertising false shipping dates.

  

  Business Response

  Date: 08/08/2024

  Thank you for reaching out and sharing your concerns with us. I sincerely apologize for the frustration and inconvenience this situation has caused you.
  I understand that you preordered your items on July 8, 2024, and that there have been significant delays beyond the initial shipping estimates.
  Regarding the current advertising of shipping dates, please know that we are adjusting our timelines to reflect the most accurate information available. We are taking your feedback seriously and are committed to improving our communication and fulfillment processes. I do see that all your items arrived yesterday! 
  As a token of our appreciation for your patience and to help make up for the inconvenience, we would like to offer you a free accessory. A supervisor has reached out  to you in order to help place this order. Please let us know if theres anything else we can do to assist you at this time.
  Again, I apologize for the inconvenience and appreciate your understanding.
  Best regards,
  Customer Service Team  
  

  Customer Answer

  Date: 08/12/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************************
  
   
  

• Initial Complaint

  Date:08/02/2024

  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.

  I am requesting Lectric to please arrange to have the trike to be fixed properly without expecting the customer to cover the additional charges incurred by the shop or mobile service.The new Lectric e-trike was delivered on 7/26/24. I took my first ride on 7/27 and so far, noticed 2 issues which I reported via email that afternoon. I resent my email on 7/29 afternoon since I did not hear back from Lectric. A reply was received on 7/30 on the issues. I informed Lectric staff that I do not have the tools to fix the trike myself by following Lectric ******* video or the means to take the trike to a closed shop in my area. I also informed lectric staff on the costs but I was told that Lectric pre-approved amount is only $60 if the bike is taken to the shop (getting the trike there and back is $80 from one shop and $200 from a shop on Lectrics list plus their services), and just $150 if it is mobile services (which current charge is $189). Therefore, the current Lectric amounts are below the actual costs for my area.I bought a brand new trike and the expectation is to receive a trike that should had been inspected and tested before sending it to the customer, but apparently it was not, thus, I received a lemon trike. I bought the trike with the intention of riding it 3-4 times a week but sadly it has been sitting in my garage until it can be checked and fixed.I am asking BBB for assistance because the back and forth emails to Lectric staff seems to be more delays instead results.Thank you,********** .

  

  Business Response

  Date: 08/02/2024

  Hello,

  Thank you for your feedback, we take this into consideration when designing and marketing our products. We have forwarded this information to the appropriate departments; we have also escalated this issue to our directors and received approval to fully reimburse you for any bike shop/mobile repair needed to get you back on the road We sincerely apologize for the inconvenience and negative experience you had, we strive to provide the best service possible, and we hope we can continue to earn your business.
  Our records indicate you have been in contact with one the **************** Supervisors and she has started to help move this forward.
  Thank you for your time, please let us know if there is anything we can help you with.

  
  Sincerely,
  Lectric eBikes Customer Experience Team

  Customer Answer

  Date: 08/02/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************
  
   
  

• Initial Complaint

  Date:08/01/2024

  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.

  Very simple and straight to the point. I ordered a very expensive bike from this company only for it to arrive broken. The front wheel was jammed with the guts of the brakes making it not rotate and unusable. Took pictures like they advice and they wanted to send me parts for me to repair. First off, this is not a simple repair. From what i can tell the frame of the bike is bent in a way that no s**** driver or wrench will fix it. Second, I don't have the knowledge or time to fix it. I simply want a working bike. They wanted me to drive 30 miles to a shop and pay them for the repair or i had to pay a fee to return it. They wanted to send me a "rotor" for the bike and wanted me to replace it for them???? I paid a lot of money for a working bike and not to work for them repairing they mistakes. The individual kept telling me that those where my only options. Unfair and not a good company to deal with. Looks like they are only wanting to push bikes and not dealing with customers satisfactions. Stay away from this company.

  

  Business Response

  Date: 08/06/2024

  Hello,

  Thank you for your feedback, we take this into consideration when designing and marketing our products. We have forwarded this information to the appropriate departments; we have also escalated this issue to our directors and received approval to exchange your bike, and the pickup is scheduled for today. We sincerely apologize for the inconvenience and negative experience you had, we strive to provide the best service possible, and we hope we can continue to earn your business.

  
  Our records indicate you have been in contact with one the **************** Supervisors and she has started to process the exchange.
  Thank you for your time, please let us know if there is anything we can help you with.

  
  Sincerely,
  Lectric eBikes Customer Experience Team

  Customer Answer

  Date: 08/10/2024

  After multiple calls and having to explain myself for multiple times I finally received a call from a supervisor saying I could return the bike. Had to put it back in box. 3 days later it was picked up but its been almost a week and I have yet to receive my refund. Avoid these company. Bikes arent good and they are good at trying to make you keep their product even when it adrices broken. They dont care about customer service, they only care about cashing in on selling and thats it!  

  

  Business Response

  Date: 08/12/2024

  Hello,

  Thank you for reaching out regarding your refund.  We are very sorry that your experience has been so poor.  The normal process we follow is that since this is a direct to consumer brand, we are able to provide better pricing by offering you brand new parts in the event of shipping damage.  We also offer shop reimbursements for taking it a shop.  Every electric bike will require some form of work or maintenance done by the owner.   We stand by our product 100% and if needed, we are happy to replace the bike after completing the proper troubleshooting steps.  We are very sorry you chose to return the bike. 

  It looks like one of the Supervisors responded to your inquiry 4 days ago and processed your refund because the tracking showed the package was in transit to our location.  We can confirm the package was received today August 12th at one of our warehouses.  
  

  We appreciate your patience and look forward to helping you in the future.  

  Thank you, 

  Lectric eBikes Customer Experience Team. 

• Initial Complaint

  Date:08/01/2024

  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.

  Ordered 2x Lectric XP Step Thru Long Range bikes with advertised free products, Free Cargo Pack and free extra long range battery. 1 kit for each bike. These bikes were order 5/27, invoice # ****** states the cargo package would ship within 1 week of order and the batteries would ship the week of June 24th. We ordered these bikes based on the free items and considered this a good deal based on research of pricing from other companies online. It is now August 1st and neither of those items have shipped yet and we are being told that they will not ship until the end of August. I have emailed several times over the last few months and the lead times keep getting pushed back further. I feel that we were deceived buy the offering of the free products and now Lectric is not fulfilling their promise. Follow up email to request update on June 5th Lectric replied that the Cargo package is out of stock and expected to be shipped July 22nd and the Long Range batteries are also out of stock but expected to be shipped June 24th. On July 11th I sent another follow up email requesting an update. Lectric replied the cargo pack is expected to ship July 22nd and the Long Batteries were on back order and will ship in August. My last follow up email was on July 31st and Lectric replied that both products will not ship until the final week of August and they apologized for not being able to provide a more accurate estimate until now. I followed up with a reply noting that I would be contacting the BBB for deceptive advertising. Based on the deals that were available during the Memorial Day sales I would have ordered bikes from a different company and now I know that these sales are deceptive in nature and I think that we will never receive the free items that were supposed to be included in the sale.

  

  Business Response

  Date: 08/02/2024

  Thank you for providing a detailed account of the issues you're facing with your recent order. We sincerely apologize for the delay and inconvenience youve experienced regarding the free Cargo Pack and extra Long Range batteries. Its clear that our communication and fulfillment did not meet your expectations, and we understand your frustration.
  
  We acknowledge that the initial delivery timelines for these items have not been met and that our recent updates have pushed the expected shipping dates further back. We are aware that this is not acceptable, and we regret the lack of timely and accurate information provided throughout this process.
  
  We are reviewing the status of the Cargo Pack and Long Range batteries to ensure that they are shipped to you as soon as possible. We will expedite their shipment and provide you with a revised and accurate delivery date.
  
  Given the inconvenience caused, we have offered compensation as we communicated via email to you already with a free accessory!
  
  We will ensure that you receive timely and accurate updates moving forward and will work to improve our processes to prevent similar issues in the future.
  
  Once again, we apologize for the inconvenience and frustration this situation has caused. We appreciate your patience and understanding as we work to resolve this matter.
  
  Thank you for bringing this to our attention.

• Initial Complaint

  Date:07/31/2024

  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 ordered the e-bike in June. Estimation ship time mid to end of July. Didn't receive word about my bike. I contacted them and they did not have my file or bike even an idea to ship like they lost my order. They dillydally around for about a week and then they give me the future ship date of mid September. They were quick to grab the cash and I see they are doing this to more than just me. They offered me a brown one they even referred to it as p*** brown. I told them I'll take a black one that's in stock they said no. They canceled my order after all the time waiting. This is completely unacceptable business practice. And they had the nerve to tell me they don't hold grudges for me canceling the bike and me being upset that I'm not receiving a bike and a reasonable amount of time based on their mistake and their shortcomings is a business. I would avoid this business like the plague there are so many good other e-bikes out there. I personally have an own and love a talaria. I really wanted to like this bike too based on it folding up but I see there's so many other options if this business is going to act like this and not do their customers right I would just seek other options. I'll be just sticking with my talaria since this business wants to play unreasonable games. I can't see this company lasting long behaving like this with buisness practices like this. I'm disabled and only have so many days left on this planet and they wasted two months of mine. And we have short ******* here.

  

  Business Response

  Date: 08/01/2024

  Thank you for your feedback and for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration you experienced with your e-bike order. We strive to provide timely and respectful service to all our customers, and it appears we fell short in your case.
  
  We acknowledge that the delay in shipping your e-bike was unacceptable. Unfortunately, due to unforeseen circumstances, we experienced delays in our supply chain which impacted your order. We should have communicated these issues more clearly and promptly.
  
  We understand that the alternative options offered were not satisfactory to you. We regret that we couldnt fulfill your preference for the black bike and that this added to your frustration. We strive to accommodate our customers' requests to the best of our ability, and we will review our processes to prevent such situations from recurring. We are sorry for the confusion and inconvenience caused by the cancellation of your order. We understand the impact this has had on your plans, especially considering your situation.
  
  We have taken your feedback seriously and are committed to improving our practices. If you have any further concerns or need additional assistance, please feel free to reach out directly to our customer service team!
  

• Initial Complaint

  Date:07/22/2024

  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.

  Ordered the bike July 5 and it was delivered 9/13/23 Order number ******. I rode the bike twice and then stored it I brought the battery in the house for the winter.This summer I put the battery in checked all the connections and it wont start I tried contacting the company 5 times They answer once to ask which bike (because I ordered 3) and I told them Then they contacted me to ask what the problem was I told them the problem in all 5 emails Im running out of time for the warranty and want this fixed

  

  Business Response

  Date: 07/25/2024

  Thank you for sharing your feedback with us. We appreciate your insights, which are invaluable as we strive to enhance our products and services. We have forwarded your concerns to the relevant departments and escalated the issue to our directors for further review.
  
  We sincerely apologize for any inconvenience and negative experience you may have encountered. Our goal is to provide the highest level of service, and we are committed to earning your continued business. According to our records, we have attempted to reach you via phone and email. As you are still under warranty, we are more than willing to assist you further.
  
  Thank you for your time. Please let us know if there is anything else we can do to help.
  
  Sincerely,  
  The Lectric eBikes Customer Experience Team

• Initial Complaint

  Date:07/10/2024

  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.

  Purchased cargo bike for $1999.37 in February, arrived mid April. I was recovering from major surgery so I couldn't do anything for months. When I opened the box, back tire was completely flat. I told them via email, they told me to look at the inside ***, make sure no metal poked a hole before they sent replacements. I did that (had to have a friend come over and do it. Absolute pain), everything was fine, no visible cause. Finally, I try to ride it. The pedal assist and throttle DO NOT work. This bike is too heavy to ride without these functions. After going back and forth about settings, still not working. They told me I need to check the cables, unplug, test, repeat. Still NOT working. I told them to tell me how I can get this picked up and refunded because I can foresee MANY issues with this thing. They said they can't give me a refund because a new control panel would fix the issue. I said so I purchased a new product and you sent me a faulty one, but, now I need to waste even more of my time to do your job? So, that is where we are at. I'm tired of dealing with these people. They couldn't care less. Thing arrived non functioning on my doorstep. They told me I can drive it to one of their approved shops 30 miles away. I don't have time or the strength to lift this 70 lb bike. They didn't follow through on their end of this purchase with providing a new, working product. I need to return this and get a refund. This is ridiculous. One customers' bike broke in half!! $2,000 is way too much money to spend on a faulty bike. Absolutely ridiculous.

  

  Business Response

  Date: 07/19/2024

  Hello,
  We are sorry to hear about the experience with your XPedition. We have reviewed the interactions you have had previously with our bike techs and customer service representatives.
  
  Based on troubleshooting with our tech team it looks like you need a new controller to get you up and running. Unfortunately, we are completely out of stock until the end of the month of this part at our warehouse and even at our bike tech service area.
  
  We stand by our product and our warranty 100%. If you would like we can pay for a bike shop service to have this installed or we can set up a virtual appointment with our techs once this part is received to assist in the installation of your controller. Our closest one to you in our network is:
  Current eBikes ******************************************* **************************, **, **, 95060 ************
  

  If you'd prefer to return for refund we can proceed with that process, and we can send a follow up email with instructions in regard to that process. We can send out a new box and packaging materials if you have disposed of yours.
  
  We want to apologize for any inconvenience this has caused you, and I look forward to hearing back from you to see if this is a favorable resolution."
  
  Thank you, and please let me know how you would like to proceed at your earliest convenience.

  Please reply to the email **** sent you to proceed with either option.  We appreciate your business and look forward to helping you soon. 

  
  Sincerely,
  Lectric eBikes Customer Experience Team

  
  

• Initial Complaint

  Date:07/09/2024

  Type:Delivery 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.

  On 4.22/24b I placed order for a bike with Lectric bike for a bike at that time I was informed it will be shipped in June at the end of May I received a email indicating the bike would be delivered in July When I called the Lady who helped me and apologized she sent me a list to order a free accessory. I called the beginning of July to find out status and was told it would be August before it was shipped but not sure when. I asked to cancel my order which he did yet I receive e mails several times week and daily adds on ******** for their bikes. If you cannot deliver orders in a timely frame of time I do not understand this and had planned on having a bike after much research I decided on Lectric.

  

  Business Response

  Date: 07/15/2024

  Dear Customer,
  I'm sorry for the frustration you've experienced with your order for the bike. It sounds like there have been several delays and miscommunications regarding its delivery, which is understandably disappointing after your thorough research and decision to choose Lectric.
  I apologize for any inconvenience caused by the continued emails and ******** ads you're receiving. Our records indicate your refund has been processed.  I will ensure that these communications stop immediately. 
  If there's anything else we can assist you with or if you have any further concerns, please don't hesitate to reach out.
  

  Best regards,

  Lectric eBikes Customer Experience Team,

   

  Customer Answer

  Date: 07/15/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  Date:06/28/2024

  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 purchased my first Lectric XP in black. It was a very good bike in the beginning. As months passed, while riding the bike shut-off and I had to turn the bike off and on and it started running fine and I no longer paid it any mind. I gave the bike to my teenage daughter and purchased a second bike in the white color. This bike began to have issues as well. I contacted customer support and told of my issue. I was instructed to disconnect and reconnect a wire. I did so and the bike worked but would intermittently have the same issue. After a few months I noticed my daughter wasn't riding her bike as she reported it would turn off while she was riding and didn't want to ride far out of fear she would lose power. I also had to replace spokes and no bike shop would my bike so Lectric did send me spokes albeit they were the incorrect ones so now I have 2 expensive bikes sitting with, after some research, both of which either have some electrical issues or defective batteries which to replace would be a prohibitive cost due economic factors. I was hoping to just have 1 functional bike.

  

  Business Response

  Date: 07/09/2024

  Dear Customer,
  Thank you for your review and for bringing this matter to our attention. We sincerely apologize for the issues you have encountered with your Lectric XP bikes. We understand how frustrating this situation must be for you and your daughter.
  We have attempted to reach out to you via email and telephone to address these concerns but have been unable to establish communication. Please check your email, spam folder, or voicemail for our messages.

  Alternatively, you can contact our customer support team directly at ************ or at ********************************** .

  We are committed to resolving this matter to your satisfaction and appreciate your patience and understanding.
  

  Best regards,
  Lectric E-Bikes Customer Support Team

• Initial Complaint

  Date:06/22/2024

  Type:Product 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.

  Was sucked into buying a bike because I thought it came with an extra battery; it does only 4months if not longer later. They sent the extra free battery after I complained, however the battery was used though they never mentioned that to me or BBB in their response to my initial complaint. ID ********

  

  Business Response

  Date: 06/24/2024

  Hello,

  Thank you for bringing this matter to our attention. We apologize for any inconvenience caused.
  It appears that the battery you received was sent from our warranty stock in error. We understand your frustration and are committed to making this right. A new battery will be sent to you as soon as it is available.
  We appreciate your patience and understanding.

  Please note, we do inform our customers of the battery shipping status within the order confirmation email. We also provide updates as we receive them from supply chain. We are so sorry you did not receive these communications.
  
  Please let us know if there is anything we can help you with.  

  Sincerely,

  Lectric eBikes Customer Experience Team