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:12/31/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Warranty issues and customer service is absolutely horrible!! Nobody responds for weeks, if they do at all. They have sent me replacement parts which have all had issues with the new parts!! Absolutely worst communication I have ever had with any company after spending over $1,299.00 for a piece of garbage!! All they want is your money. They dont care at all about the customer post purchase!!!

• Initial Complaint

  Date:09/24/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Bought this scooter a couple months back, looked at the reviews on the website and they werent bad and it seemed like something I wanted, I bought it and it came a week later. I put it together and on the charger for about 6 hours for the first charge, when I took it off to try to turn it on it wouldnt turn on so I put it back on the charger for another 30 and nothing changed. I tried turning it on when connected to the charger and it turns on, tells me its at full battery. Everything seems functional when connected to the charger, but the second it gets in plugged it wont turn on or anything. When I sent an email to G-FORCE telling them about the issue, they told me to take it to a repair shop for them to look at it, and if needed they will send me a new battery (they said it might be under voltage from the battery). I told them I didnt have time to take it to a shop, nor do I even know an eletric scooter repair shop in my area. They didnt reply, after about a week of waiting I sent another email just asking if I can return it for a refund. This buisness has still not contacted me ever since they told me to take it to a repair shop. This all was about a month ago, and Im just now filing this complaint, after its been sitting in my garage for a month, never used and still has 0 miles.

• Initial Complaint

  Date:08/21/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Ebike was purchased on June 12, 2023. Order #**** for $1299.00. The bike started to have issues while riding it up a hill. The motor started to grind. All connections were gone over numerous times but nothing we did fixed the issue. We got 2 error codes, 21 and 24. We tried contacting Gforce by phone and left numerous messages. We would get a generic text that stated to use the email to communicate. We finally did get ahold of a woman named *****. We spoke through email a few times. The last email we got was July 27th where she said she would reach out to the factory and get back to us. We haven't heard anything since then. We, again, tried calling and emailing and heard nothing in return. At this point, we are asking for a complete replacement and refund.

• Initial Complaint

  Date:07/25/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Contacted G Force on 6/2/2023 regarding replacement battery and seat, with no response placed order for new battery on 6/7/2023. Received email response on 6/8/2023 regarding battery with questions regarding seat photos. Credit card charged 6/8/2023 for full amount of $390.00 for battery. Months of June and July sent numerous emails requesting status updates, receiving automated type responses. Requested numerous times for a phone call, calling many phone numbers hoping to speak to a customer service representative. Received an email from "*****" on 7/6/2023 from G Force indicating
  "Hi *****,
  Thank you for getting back.
  We do have the battery in stock , but it was sent from China , and its logistics information will be uploaded on FedEx after it arrives in US.
  As you are a valued customer ,we sent you an updated battrey.
  To show our sincerity, we extend the warranty for another two months.
  We have been actively helping you solve the problem, and sincerely hope to get your understanding and forgiveness.
  Apologize for the trouble caused again.
  Hope to hear from you soon.
  Best regards,
  *****
  *******@g-forcebike.com"
  
  When I received the battery, it is the incorrect battery for the bike we have and are now being asked to pay a return shipping and 25% fee to send the incorrect battery back.
  
  I am applaud that a company can get a way with not only treating customers so rude, however not providing customer service, and providing the incorrect product on their own then charging for the return of that good? Is that even legal?

• Initial Complaint

  Date:05/08/2023

  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.

  Purchased a ZM e-bike then realized seat height was not correct for me. Tried contacting them by calling phone number on their web page and no luck. Immediately sent e-mail to customer support to cancel order and was told the following day it was shipped, it was not. Received ZM bike today May 3rd 2023 and requested a refund and was told that there would be a 25% restocking fee and that I would have to pay for shipping. Their web site clearly states FREE RETURNS within 14 days of distribution. Buyer beware this company is not honest, will not honor their RETURN POLICY. Customer service is horrible.

  Business Response

  Date: 05/22/2023

  Our website clearly states that a 25% handling fee needs to be deducted for returns due to buyer reasons. (Including the shipping and packaging fees we paid)

  We can only allow the buyer to return the product without bearing the shipping cost to receive full payment for product defects or transportation damage issues.

  We have already exempted customers from paying shipping fees and taxes when we ship the item first time.

  (Purchased a ZM e-bike then realized sea height was not correct for me) It is obvious that this is a return for the buyer's reason.

  According to our return policy, buyers can use the pre paid label we purchased to send it back, but a 25% handling fee will be deducted

  Alternatively, the buyer can also go to the nearby post office and pay the shipping fee themselves to send it back, so that we will refund all order payments.

  But the buyer is unwilling to accept either option and wants us to accept a $499 discount and three gifts for the buyer.

  But we cannot afford such losses.

  Please refer to our return policy screenshot

  If the buyer insists on returning the payment, they can accept it (the buyer can use the pre paid label we purchased to send it back, but a 25% handling fee needs to be deducted)

  Alternatively, the buyer can also go to the nearby post office and pay the shipping fee themselves to send it back, so that we will refund all order payments. Or accept our previous suggestion that $200 has not been returned)

  We have already attached the return address to your buyer, but they still haven't returned it.

• Initial Complaint

  Date:01/18/2023

  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.

  Transaction Date: 11/29/2022
  Amount Paid: $849.00 USD
  Product Purchased: G-Force T42 E-Bike (*************************8480)
  
  Dispute: I received a defective product. The lock/ignition mechanism is defective. The lock enables the user to both unlock the battery and start the bike. After inserting the key into the ignition, the key cannot be turned, thus the battery cannot be removed nor can the bike be started.
  
  The refund policy states this: "If the Product arrived damaged within 14 days, please send any pictures or videos to [email protected] immediately. Once it is confirmed by G-Force Team, G-Force will accept returns for a full refund in accordance with the Return Procedures within 5 business days."
  
  Refund Policy: *************************0212/**************** (archived 12/13/2022)
  
  The company has tried to resolve the issue by agreeing to sending parts for repair. As this was a brand new bike, I did not want to spend time repairing the bike. I understand things break down but I paid for a functioning Bike and I was still within the 14 day return period when I first contacted the company. I followed their refund policy. They ignored my request for return over multiple emails. They finally spilled and told me they would not offer me a full refund because the product was opened and no longer new.
  
  I contacted Paypal to attempt to receive a refund. After waiting over a month they finally agreed to a refund but they say I must pay out of my own pocket to return the bike to the company. This is bad enough as it would cost me over $300 to do so but matters are even worse when the company in question (G-Force Ebikes) has listed their company as being based in California but the return address for the product is located in CHINA.
  
  ORDER #1646
  Original FEDEX Tracking: 3913******40
  Paypal Invoice ID: rVU*****************qQMz2
  Paypal Case ID: PP-R-Q*********225

  Business Response

  Date: 02/01/2023

  Dear Better Business Bureau Team,

  
  

  Hope everything is well with you. Thanks for taking the time to notify us about the complaint.

  
  

  After reviewing our conversation with Mr. ****** *******, we completely understand his frustration on this matter. We know and feel sorry for the inconvenience he has been experiencing with our product. We strived to communicate with the buyer based on mutual interests to get this sorted out, and for sure, we are hoping for an appropriate and mutually acceptable way. 

  
  

  At first, we were trying to ask for his opinion on our proposal - we promised to speed up the shipment of the new replacement cylinder and keys and reimburse all repair fees incurred during the replacement of the battery lock cylinder. In addition to this, we will offer one complimentary gear as an apology. 

  
  

  After then, the buyer maintained that did not work for him, so we proposed to send him a new 11.2Ah battery, which is valued at $390, and arranged a shipment of the battery on 12/21/2022. We must apologize for the miscommunication that occurred on this matter. 

  
  

  Now we have two solutions for the buyer and sincerely appeal to the buyer to consider closing the PAYPAL case.

  Solution #1

  As he requested on 1/19/2023, we are able to send him the replacement lock cylinder and keys for repairing the original battery. In the meantime, we promise to reimburse all repair fees incurred in this process.

  
  

  Solution #2

  We accept a return for the bike. The buyer can proceed with this by sending the new battery back to the required address first (we've shared it with the buyer by email), then the bike.

  
  

  We are terribly sorry for all the inconvenience this has caused and would like to know what course of action suits the buyer best.

  
  

  Thank you!

  
  

  Best regards,

  G-FORCE Customer Support

  Customer Answer

  Date: 02/09/2023

   I am rejecting this response because:
  
  
  The issue at hand is not the battery. Please take note that this has been my experience with customer support from the start, they avoid talking about refunding their defective product. We can revisit the issue with the battery when G-Force refunds me for the defective EBIKE they sold me. I do not trust this company whatsoever at this point. Refund me, send me a prepaid label for the bike and let's be done with this. 

  Business Response

  Date: 02/21/2023

  Hi BBB Team,

  
  

  Hope you're doing well! I appreciate you making us aware of the buyer's negative experience and we'd like the opportunity to resolve his concerns.

  
  

  I know this has been a very frustrating and trying time for the buyer because he did not hear back from us in hours, and for that, I sincerely apologize. Our team is already taking steps actively to investigate the problem. Sorry that we did not make it clear in the last message. Prior to having the right to issue a refund, we need the buyer's assistance to ship the battery back with the prepaid shipping label we provided and close the PayPal case first. The buyer has the right to dispose of the bike on his end.

  
  

  Again, we are appealing to the buyer to close the case ASAP so that we can get this sorted out.

  
  

  Sincerely,

  G-FORCE Team

• Initial Complaint

  Date:10/29/2022

  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 requested for a refund. I was well within the two week time frame. I paid $2000 for an electric bike I was not satisfied with the product. I asked for a refund and was told no, even though I was well within my time frame to return the bike and get a refund. They had no ligament reason to deny me of my refund.

  Business Response

  Date: 11/03/2022

  Dear BBB Team,

  
  

  Hope everything is well with you. Thanks for taking the time to notify us about the complaint.

  
  

  After reviewing our conversation with Mr. ******** *******, we are sorry that our bike didn’t meet his requirements and certainly understand his frustration about the battery issue. We develop a clear statement of return policies on our website. While our return policy allows for bikes with manufacturing defects to be returned up to 14 days after receipt, we finally did not accept his return request for his bike being confirmed as "functional, without any problems".

  
  

  At first, Mr. ******** ******* reported to us that "I’m emailing about the battery. I read that I should be able to get 20 hours a day from the battery after fully charging it for 6-8 hours. I’m barely getting 4 hours."

  
  

  After that, my team and I did everything we can to verify the exact situation of the bike with him, trying to fathom out what exactly went wrong with his battery.  

  
  

  As we mentioned to him in the emails, "The lasting time could be one of the ways to measure how well a battery is under certain conditions, but not the only way and not unconditional. If you use the pedal assist level 1 to propel the bike at a relatively slower speed like 7~8mph, you will be definitely able to get approximately 20 hours a day with a fully charged battery. " 

  
  

  As a way of keeping him a happy customer and delivering a better customer experience, we are offering him complimentary accessories or a discounted refund. Unfortunately, these discussions have been unsuccessful. 

  
  

  Thanks again for the time and effort you put in.  

  
  

  May you have a nice day!

  
  

  Best regards,

  G-FORCE Customer Support

  Customer Answer

  Date: 11/04/2022

   I am rejecting this response because:
  
  
  I was due a refund because I was not satisfied with the product. I notified them well within my timeframe for a refund. They do not get to make the decision for me to keep a e-bike that I clearly do not want. I want a refund and not to be forced to keep a bike that I do not want. I don’t care about the battery or the bike. I want a refund because overall I’m not happy. Give me my money back. I’m being forced and bullied into keeping a product I don’t want.

• Initial Complaint

  Date:10/01/2022

  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.

  G-Force T42 Folding Fat Tire Electric Bike (48V 16AH) 40-55 miles
  https://g-forcebike.com/collections/electric-bike
  
  Order # 1101
  Amount: $1,399.00
  Ordered 8-11-22
  Arrived 8-18-22 late evening
  Assembled 8-19-22
  Charged battery per owner’s manual specifications
  Problems:
  1. Battery will not charge
  2. Fog behind information display screen. The bike has never been in the rain.
  3. Key works intermittently
  4. The bike cuts off intermittently during riding
  5. After two weeks of the above issues, the bike will not turn on at all now.
  
  Called support number, ###-###-####, 9-9-22 (x2), 9-15-22, and 9-27-22. The first time on 9-9-22, I left a message. The voicemail has been full and unable to leave message all other attempts. SMS number left every time.
  9-10-22 Submitted email to *******@g-forcebike.com requesting to initiate product return and refund process.
  9-13-22 second email request.
  10-1-22 Tried online chat bot available through G-Force online system.
  10-1-22 Filing complaint with BBB.

  Business Response

  Date: 10/06/2022

  Dear BBB suport team,

  
  

  I hope you are well. Thank you for your email to notify us of the complaint you have received about our business. 

  
  

  We have been trying to get a hold of our customer to get this issue resolved in an amicable way. We are making efforts to see that this never happens again. 

  
  

  Thank you!

  
  

  Best regards,

  G-force Customer Support

  Customer Answer

  Date: 10/15/2022

   I am rejecting this response because:

  G-Force claims they have tried to contact me October 6, 2022, but is not true. I received a text message on October 9, 2022, at 9:28 PM from Iris. I called the support number again with no answer. I received an email from G-Force on October 11, 2022, providing instructions on how to diagnose problems which includes purchasing a battery tester. I have attached their email and my response. All I want to do is return the product for a full refund. If G-Force will provide product return instructions and refund my money, we can resolve this complaint.  

  Thanks,

   *** ****
  
  
  
  

  Business Response

  Date: 10/20/2022

  Dear BBB Team,

  
  

  Thank you for the notification. 

  
  

  We are sorry that, based on our 14-day free return policy, we are not able to fulfill Mr. *** ****'s request since it has exceeded the date limit of this period. And beyond that, the bike was delivered to the customer on 8/18. We cannot identify its using condition, or whether there are any potential damages during the period of use.

  
  

  To address the problems, we offer the solution - sending new parts or offering to repair.  Prior to sending the new parts, we still recommend the customer run a simple diagnosis on his own or by taking the bike to the nearest repair shop. 

  
  

  Thanks again for the time and effort you put in.  

  
  

  May you have a nice day!

  
  

  Best regards,

  G-FORCE Customer Support