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Business Profile

Electric Bike and Scooters

Vivi

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electric Bike and Scooters.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/09/2024

    Type:Product Issues
    Status:
    Resolved
    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 a e-bike from Vivibike.com Saturday August ******. I received the e-bike on Tuesday August 6, 2024. I had unpacked the bike later that day to come across an issue with one part of the e-bike which was the rear fender holder that attaches to the e-bike (screw is damaged or the interior of the bike is stripped) Now, next early morning I had put in a request for return as it states in the policy and in the return policy I have every right to return the item within the 30 days after I received it. I told them about the defect part of the bike and customer support want to offered me to take to a bike shop the would pay the invoice. I did not want that as I told them as well I dont feel comfortable riding a bike I cant touch the floor. then also trying to compensate me ******************************************************************************************* to give the bike away to a family member or friend as the bike is for me, not be giving away. Also i cant exercise enough that I really want to send the bike back for a full refund. Also with the defective part it says they would give a full refund and pay the return shipping. I have not got a return address for the item to be sent back as I need them to send me the information and they have refused to do so which I need help because its got me very upset how I feel I got to beg to return for a refund. I dont feel like I deserve this. But in the moment I had requested after I felt like I was getting nowhere that they fix the bike or I receive 50 dollars which was there offer rather then approving my return . But on the other hand I really need help to get them to send me a return address label to cover the cost of shipping for the issue and refund of the purchased amount.

    Business Response

    Date: 08/29/2024

    Dear ******,

    We apologize for the delayed response. We have contacted the customer, *****************************, and reached an agreement to return the product for a full refund, minus the shipping cost. The customer has returned the product and the refund is completed.

    If you have further questions, please don't hesitate to contact us again. 

    Customer Answer

    Date: 08/29/2024

     Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  • Initial Complaint

    Date:05/05/2024

    Type:Customer Service Issues
    Status:
    Answered
    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 a Vivi electric bike from ******* online in March 2023. From regular wear and tear, the bike suddenly stopped working in February 2024, less than a year from purchase. After taking it to a local repair shop in February 2024, after months of attempting repairs, they have stated in their professional opinion that they are unable to repair the bike. The manufacturer promises a warranty for exactly these kinds of sudden electrical failures within a year of purchase, but has done nothing but make false claims contradicting what they promised in their website or honoring their 12 months warranty in any way, and has led me on a goose chase of emails for the past 4 months. In their communications they have even at one point agreed to provide a replacement or refund and then proceeded to not do so and continue to waste my time. I want to compel them to honor the manufacturer's warranty they promised by providing a replacement bike or full refund. I have attached the order confirmation from ******* as well as my email communications with Vivi.

    Business Response

    Date: 05/09/2024

    Dear ******,

    I'm writing to provide you with an update regarding complaint case ID ********.

    As per our previous correspondence, we acknowledged the customer's concerns and agreed to issue a refund. On April 25th, we promptly initiated the refund process with ******** as the purchase was made through their platform.

    Regrettably, despite our efforts, it appears that ******* has not yet processed the refund request. We are diligently following up with *******'s customer service team to expedite the resolution of this matter.

    We understand the importance of resolving customer complaints promptly and are committed to ensuring that this issue is addressed satisfactorily. Please be assured that we are actively engaged in communication with ******* and will progress toward a resolution.

    Thank you for your understanding and cooperation in this matter. Should you require any further information or assistance, please do not hesitate to contact us.

    Best regards  

    Customer Answer

    Date: 05/10/2024

     I am rejecting this response because: *********** initially promised to provide a replacement, then backtracked and said they will provide a refund instead, and have said that they cannot refund me from their own system and are waiting on ******** making it >4 months of waiting with still no resolution. *********** explicitly has the option to provide a refund internally from their own system as this is part of the manufacturer's warranty that they promised, but gave the excuse that they cannot do so without any reason even though an internal refund from Vivi (not ******* or any third party seller) is exactly what is promised and covered by the manufacturer's warranty. I refuse to wait any longer - they have been providing excuses for many months and I do not believe they are acting in good faith, and simply delaying and waiting for me to get frustrated. Refusal to adhere to the internal refund policy that they promise is a clear violation of business ethics. I have provided all of these months of frustrating communications as attachments. I refuse to wait any longer - please do everything in your power to immediately compel them to immediately provide an internal refund or to ship a suitable replacement ebike immediately.

    Business Response

    Date: 05/13/2024

     Dear Customer,

    We are writing to inform you that we have received confirmation from ******* on May 11th that your refund application has been successfully processed. An amount of $625.63 has been refunded to you. Please take a moment to verify this transaction in your account. Should you have any further inquiries, do not hesitate to reach out to us. We apologize for any inconvenience experienced during the refund process.

    Thank you for your patience and understanding.
    Warm regards, 

  • Initial Complaint

    Date:05/22/2023

    Type:Product Issues
    Status:
    Unanswered
    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 a VIVI eBike 08/2022 online through Walmart.com ($679.99 + taxes)
    Appears to be an issue with the operating system.
    Multiple attempts since to get an answer (indepth details provided) are met with question after question (about information already provided) in what now appears to be a revolving script in order to avoid answering any questions or providing assistance with THEIR product.

Vivi is NOT a BBB Accredited Business.

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