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:05/14/2025

  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.

  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.
  
  Sincerely,
  
  ***** Frame

  Business Response

  Date: 06/03/2025

  The issue has been resolved. The bike was successfully returned by the customer, and the refund has been credited back to the original form of payment

• Initial Complaint

  Date:02/21/2025

  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.

  I would like to file a complaint against Velotric Electric Bikes for failing to pay my referral commission. I made several referral sales in November, and payment was due by mid-January, as shown in the attached commission sheet. I first contacted Velotric by email on January 30th. On February 5th, *** responded, stating the disbursement would be made to my ****** account next week. However, I have yet to receive the payment. I followed up on February 13th, 16th, and 19th, but received no response. I kindly request assistance in resolving this matter.

  Business Response

  Date: 03/24/2025

  Dear BBB,
   
  Thank you for bringing this matter to our attention. We take all customer concerns seriously and strive to resolve issues promptly and professionally.
   
  Regarding the complaint filed by ******* ********, we would like to clarify that the item in question has already been refunded in full. We have made several attempts to contact the customer to ensure their satisfaction, we have not received a response.
   
  We have attached a screenshot of the refund transaction for your reference, which confirms the action was completed. We are committed to providing the best customer service and are happy to work with the customer to resolve any further concerns, should they choose to respond.
   
  We hope this matter can be resolved amicably. Please feel free to reach out if you require any additional information.
  .
  Thank you for your assistance in this matter.
   
  Best regards,
   
  Cristina 
  

  
  

  
  

• Initial Complaint

  Date:11/26/2024

  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.

  I placed an order with velotric for a packer 1 cargo e bike on 11/10/24. I received my e-bike on 11/13. Upon test riding my new bike, I found that the pedal assist did not work. I contacted velotric on 11/18. I requested a new bike or to have a local shop repair as it has a warranty. I was told no to repair and that to receive a new bike would result in a 20% restocking fee and shipping cost even though they had sent me a broken bike. They would only offer to send a new motor controller and a cadence sensor. The cadence sensor can not be installed without specialty tools which were not sent with it. I am still waiting to receive the motor controller and shipping estimate is 2-6 weeks, which is well out of warranty time frame. Being under warranty they should have a certified bike shop fix the issue or replace the bike, neither are being offered.

  Business Response

  Date: 01/07/2025

  Please see attachment

• Initial Complaint

  Date:09/11/2023

  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 am hoping to reach someone who can actually help me as the ***************** Team" is possibly the worst team I have ever dealt with in my history as a consumer. Here's a list of the series of events that led to the many things that have gone wrong in my transaction:Purchased on 8/30 Order # *****, bikes arrived Saturday 9/1 Racks had not shipped. So I called on Tuesday 9/5 to find out what the status was. Phone just rang and rang with no answer. I called 5 times that day Emailed about a missing brake line clip on one bike on 9/5, got a response immediately, part not yet received. (****)Called on Wednesday 9/6 - was told racks were in stock and going to ship soon (******) and was told that I would hear back in 24 hours once ****** reached out to the "internal team" for clarification Never heard back from *******Emailed on 9/6 about cracked and defective footboards that I received and could not install due to scrap metal in thread holes. Got an immediate response, new footboards received on 9/10 Called again on 9/7, asked to speak to a manager, transferred to Arsly. Find out the racks had still not shipped and that the rack manufacturer was "confused on on whether we needed 2 racks or not," so they did not ship them yet. Asked Arsly to send the racks expedited so that I can have them for our weekend camping trip. 9/7 - Called Hollywood rack myself to ask what was going on and their employee said that they were still waiting for confirmation from Velotric that they wanted to send out 2 racks and that it was not a mistake. I confirmed that I need both racks and to please send overnight so I can receive the racks by the weekend for my camping trip.9/8 We find out the racks will not be delivered until 9/11.We call Arsly again to express frustration for the mishandling of our transaction and that we require more assistance or compensation of some kind for this issue we are dealing with. We demand a call back with an update on friday. We got an email instead.9/9 One of the racks randomly shows up, never had a tracking number for it so it sat on our porch for a day 9/10 we get home from camping, pull the rack out and find out that the rack is too small to fit out Packer bikes on, even though it is listed on your site as "fits all series" So now we also need to return two $500+ racks that we had to track down ourselves and that don't fit our bikes as advertised!!!Today, again, we have tried to call all morning to get through to Arsly or anyone in customer service. Just keeps ringing. I don't know if this email goes to someone on "The internal Team" but I sure hope someone helps me soon... I am ready to drive to LA and dump these bikes on your office door step. Arsly and the customer service team are obviously in over their heads and unable to assist me. I should not have to track my own order down, contact your third party suppliers, and discover on my own that my bikes will not fit on the rack you sold me that claims it fits all models. Since my experience has been so abysmal, I am going to review all the products I have bought honestly, and post on review and social media sites until I get some actual customer service from someone who can actually help me and not just answer every question on " I will have to ask my internal team".Here are some pictures for clarification on the issues we have encountered:

  Business Response

  Date: 11/26/2024

  Refunded $300 to the original form of payment. 

• Initial Complaint

  Date:09/08/2023

  Type:Product 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.

  Thank you for your assistance.  I have reached a resolution with Velotric.  
  I appreciate your time in this matter.
  

  
  

• Initial Complaint

  Date:08/18/2023

  Type:Product 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.

  The bike does not work. It does not turn on and they will not issue a refund.

  Business Response

  Date: 11/26/2024

  Payment refunded.

• Initial Complaint

  Date:08/03/2023

  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.

   
  Complaint: 20419445
  
  I am rejecting this response because:
  Company did not inform me of there keeping any percentage on return of bicycle at time of purchase.
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/04/2023

  Hi All -

  I hope this email finds you well. I am writing in response to the complaint that has been filed regarding as recent purchase of the ebike from our company. We appreciate your feedback and take your concerns seriously, and we apologize for any inconvenience you may have experienced.

  Upon reviewing your case, we understand that you are dissatisfied with the restocking fee that was deducted from your refund after returning the ebike within the 14-day trial period. We would like to take this opportunity to explain the purpose and rationale behind the restocking fee.
  When you placed your order you agreed to the terms and conditions, which included the provision for a 14-day trial period for returns. During this trial period, you had the option to return the ebike if it did not meet your expectations or requirements.

  The restocking fee, which was deducted from your refund, is a standard policy that we have in place to cover the costs associated with inspecting, refurbishing, and restocking the returned item. This process ensures that the ebike is in a condition suitable for resale and adheres to our high-quality standards. Additionally, the fee helps offset some of the expenses incurred during the return process, which includes handling, shipping, and other associated costs.

  We understand that the restocking fee might have come as a surprise, and we apologize for any confusion caused. We strive to make our policies as clear as possible, and we will take your feedback into consideration to improve our communication with customers going forward.
  
  We genuinely value your business and hope that this resolution meets your expectations. If you have any further questions or concerns, please don't hesitate to reach out to us directly. Our customer support team is available to assist you.

  Once again, we apologize for any inconvenience you may have experienced and appreciate your understanding.
  

  Regards,

  Velotric

  Business Response

  Date: 08/08/2023

  Hi All -

  Good day. 

  I have reviewed the correspondence customer had with my team, including the initial call he made with transcript and my staff has explicitly mentioned about the restocking fee along with the steps on how to return the bike.

  Should you need any further assistance, feel free to let us know. 

  Thanks for your understanding. 

  Regards,

  Velotric

   

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20419445
  
  I am rejecting this response because:
  They mentioned there policy but I never agreed to it.
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/21/2023

  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.

   
  Complaint: 20358094
  
  I am rejecting this response because:
  

  email was received by the company and no refund provided.

  this order was cancelled before it was shipped.

  email from company below

  _________

  From: Raniella (Support)
  Sent: Wednesday, August 2, 2023 10:23 AM
  To: ***************************** <***********************************>
  Subject: [Velotric] Re: Order ops | ***** | Delay delivery/Cancel
  
  Hi ****,
   
  I hope this email finds you well.
   
  ********** Your returned item has been delivered and passed inspection. As discussed, your refund has been requested and will be posted within 1-2 business days. Reimbursement of funds will be allocated back to the original form of payment used for the purchase.
   
  We totally appreciate your patience throughout the return process. If you have any questions, please let us know.
   
  Sincerely,
   
  Raniella | Velotric Customer Support

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

  Business Response

  Date: 08/02/2023

  Hi All -

  We want to inform you that there is an ongoing ticket with the customer regarding the delivery of a product. Unfortunately, the customer has rejected the delivery, which has caused a disruption in our process.

  Rest assured, we are working diligently to resolve the situation and ensure that the product is returned to our warehouse.

  We will keep you updated on any developments and provide further information as soon as possible. Thank you for your understanding and patience during this process.

  Regards,

  Velotric

  Business Response

  Date: 08/04/2023

  Hi All -

  Good day.

  Please be advised that the customer has received the refund already however is contesting the restocking fee.

  Upon reviewing your case, we understand that you are dissatisfied with the restocking fee that was deducted from your refund after we received the confirmation that the rejected delivery has been sent back to our warehouse.. We would like to take this opportunity to explain the purpose and rationale behind the restocking fee.

  As an escalations manager, I want to assure you that we always aim to provide complete transparency about the terms of the purchase to our valued customers. When you placed your order, you agreed to the terms and conditions, which included the provision for returns. During this period, you had the option to return the ebike if it did not meet your expectations or requirements. In this particular case, you have tried to cancel an already processed in the system order then when not successful - has rejected the delivery that could have caused a lost package.

  The restocking fee, which was deducted from your refund, is a standard policy that we have in place to cover the costs associated with inspecting, refurbishing, and restocking the returned item. This process ensures that the ebike is in a condition suitable for resale and adheres to our high-quality standards. Additionally, the fee helps offset some of the expenses incurred during the return process, which includes handling, shipping, and other associated costs.

  Once again, we apologize for any inconvenience you may have experienced and appreciate your understanding.

  Thank you for giving us the opportunity to address your concerns and resolve this matter amicably.

  Regards,

  Velotric

  Customer Answer

  Date: 08/04/2023

   
  Complaint: 20358094
  
  I am rejecting this response because:

  as the fact pattern in the attached evidence proves, the order was cancelled at least 3 times (twice via email on 7/18 and 7/19 and once via phone at 8am on 7/19) well before the order was shipped after 5pm 7/20/23.

  The credit card has the same proof the order was cancelled before it was shipped.

  Please complete the refund.

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

• Initial Complaint

  Date:05/04/2023

  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.

   
  Complaint: 20019036
  
  I am rejecting this response because:I just called Chase again, and they confirmed that on April 17 they closed the dispute, reinstated the charge to my credit card and paid your bank the roughly $1,700. They also confirmed that by banking practice, your bank has up to 45 days to credit your account. I have therefore completed your request that I contact my bank. Unfortunately, the issue is with your bank, so if you desire to expedite this, you will need to reach out to them.
  
  
  You have also commented that your team has noted my concerns and that you have taken steps to prevent things like this from happening in the future. This suggests that Velotric recognizes that they are at least partially responsible for this customer service nightmare. But you also say that you cannot do anything until the funds are released by my bank.
  
  
  I have several issues with this comment. First, the funds have been released by MY bank. YOUR bank has just not released them to you.
  
  
  Second, as the president of a professional liability insurance company, I know that you CAN release the funds to me. There is no law which prevents this. You are choosing to not release the funds. There is a big difference between not being able and choosing not to. If Velotric actually regrets their role in this, you can make an exception to your policy about paying refunds and pay it. 
  
  Sincerely,
  
  ***************** a series of emails to Velotric asking when I would receive my refund. These enquiries were not answered. Then I began to call asking the same question. Their answer, it has been expedited and will be paid on May 3. This did not happen. Now they are saying that they have not been paid by ***** bank after the closing of the dispute. I have spoken to *****, and they told me that the letter from them that I forwarded to Velotric is the confirmation typically accepted that the dispute has been closed. They also said that they have released the funds to Velotrics bank, but that it can take up to 45 days for the receiving bank to credit the deposit to Velotrics account.Velotric is refusing to refund my roughly $1,700 until their bank posts the deposit. At this point I do not trust them and desire my refund now.

  Business Response

  Date: 05/11/2023

  Hi ****,

  Good day.

  I have recently confirmed with our bank that the chargeback was never withdrawn - no pending action can be seen on the system hence we were able to Accept the chargeback. Currently, all we see is the deduction from our end of the price paid and nothing else, payment was never posted back to our account. No other option on our end as chargeback has been accepted and you should be able to see it on your end. 

  Please reach out to your bank as we no longer have your funds on our end. 

  Thanks.

   

• Initial Complaint

  Date:03/13/2023

  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 2 ebikes from Velotric received both bikes, both bikes had defects, brake leaking fluid, second bike had bad controller verified by a bike mechanic. Velotric sent me the parts and bike shop repaired the leak in the brake handle. Still waiting for replacement controller, I was told by customer service they would reimburse me up to ****** for labor cost per bike for repair.. My ebike cost ***** in labor to repair, Velotric only reimburse me ***** for labor. I already made a complaint to Velotric and no response.

  Business Response

  Date: 03/15/2023

  Hi,
  We have resolved the complaint with this customer and customer has already received the complete reimbursement. Hope this is helpful. Thank you.