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:11/19/2024

  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 a scooter from the business on 8/24/24. In September, I attempted to contact the business at ************ via text and email at ******************************** The scooter I received has speed limitation issues. It will not reach a speed over 15mph vs. the advertised ***** mph. I spoke back and forth with several technicians who attempted to instruct me on fixing the problem, but nothing helped. I asked several times to talk with a human and could only email or text. As of the date of the complaint, nothing has been resolved and my emails and texts go unanswered. Please help

  Business Response

  Date: 12/16/2024

  Despite our teams repeated effortsspending over 30 minutes guiding the customer through a straightforward three-step processthe instructions were not followed correctly. The speed unlock process is a standard regulatory requirement that has been successfully completed by hundreds of other customers without issue. Furthermore, we offered additional support by suggesting that the customer visit a bike shop for assistance if they continue to experience difficulties, as this step is essential and regulated by law to unlock the scooters speed. Additionally, our staff conducted a thorough assessment, including a video call, and determined that there was nothing wrong with the scooter. During the call, we confirmed that the customer was NOT performing the steps correctly in the intended order to complete the scooter speed unlock process. Conclusion The customer now has a fully functional scooter, as ordered. We believe the primary reason for this false claim is due to the customers lack of experience and familiarity with operating the simple step-by-**** ***** to unlock the scooter. This misunderstanding has resulted in this false claim. We will continue to provide support as needed, but the product remains as per his original order. Our priority is customer satisfaction, and we strive to resolve issues promptly. We believe this is a misunderstanding, as we have fulfilled all obligations related to the order. Our suggestion to this customer is to take it to a bike shop if they are unbale to follow simple unlock procedures . 

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22576852
  
  I am rejecting this response because:  See attached response, dated 11/29/24,

  Business has forwarded my issue to the manufacture and waiting.   

  This is an ongoing issue since I received the scooter August 2024.

  I have followed directions given, step by step and the scooter is not operative.

  I have contacted my credit card used as well.

  
  Sincerely,
  
  ***** L *****

  Business Response

  Date: 12/23/2024

  Dear Better Business Bureau,
  We are writing in response to a complaint regarding the customers order for a Y600 scooter. Below is a summary of the situation and our resolution efforts:
  Order and Delivery:
  The order was placed on August 22, 2024, at 9:41 PM.
  The scooter was promptly shipped and delivered successfully to the customers address, with a signature confirming receipt.
  Tracking details can be verified here: ******************************************Delivery:
  After receiving the scooter, the customer requested a change in its color. Per our policy, color changes cannot be made after shipment has been finalized.
  
  Speed Unlock Process:
  The customer reported difficulty with the scooters speed unlock process. This process is a standard regulatory requirement and has been successfully completed by numerous other customers.
  Despite over 30 minutes of guided assistance and a follow-up video call confirming no issues with the scooter, the customer did not follow the steps in the correct order. We also suggested visiting a bike shop for additional support.
  Conclusion:
  The scooter is fully functional and as ordered. Emails and calls from the customer confirm receipt and acceptance of the product.
  We believe the customers inexperience with the unlock process led to this misunderstanding.
  Given that we have fulfilled all obligations and the customer has the scooter, we respectfully maintain that the order was completed as agreed. We remain committed to customer satisfaction and are available to provide further support if needed.
  Thank you for your time and attention to this matter. Please let us know if you require any additional information.

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22576852
  
  I am rejecting this response because:

  The color of the scooter had nothing to do with the fact that I received a defective scooter.  The color of the scooter had nothing to do with my complaint and the company is a scam.

  I informed the seller about the defective scooter, once I discovered the defect of the speed not able to accelerate.  I contacted a representative and he attempted to fix the problem via phone and no result.   The scooter is defective and the company has been giving me the run a round since August to fix the problem or send my a new scooter.  I am the consumer and the company keeps sending me the same video instructions and the fix did not work.  I should not have attempt to fix a damaged scooter as a consumer.

  Instead of fixing or exchanging the damaged scooter, the company keeps making unfounded excuses of attempting to fix the problem.  I have followed all instructions and sent several videos and nothing works.  The company acknowledge there is a defect in scooter (see attached), yet insists on going back and fourth via email without fixing the problem;

  I have also contacted Discover credit and opened a dispute, since the company continues to not offer to fix or exchange the defective scooter.

  I am very dissatisfied with the treatment I have received from Back to Modem.

  Sincerely,
  
  ***** L *****

  Customer Answer

  Date: 12/26/2024

  I am not satisfied and the complaint is not resolved as stated.

   

  Unsatisfied

   

  ***** L *****

• Initial Complaint

  Date:10/21/2024

  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.

  I bought an e-bike from them. Less than a year later, the bike developed an electrical short in the right-hand brake safety switch, which resulted in the throttle and motor quitting working. I have sent multiple emails, texts, and ******** messages and video of issue to request a repair. I have not received a response or returned a message.

  Customer Answer

  Date: 10/24/2024

  Please close as they sent me the replacement part.

• Initial Complaint

  Date:09/30/2024

  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.

  I purchased a second Battery and Rack for my E-Bike in July 2024. As soon as I received it and installed it on my bike it did not work right. My bike lost the Brake Light Function as well as the Regenerative Braking. After getting the run around for over a month from Back to Modern and Engwe I finally got a Return Label and shipped the product back to Back to Modern on Sep 19 24. Since then Im just being Ghosted. They havent refunded me and will not return my messages. They received the package within 2 days after I sent it back. They dont provide a phone number and are impossible to get ahold of. This was a Safety Issue on my bike since it no longer had a working Brake Light. All I want is my hard earned money back.

  Customer Answer

  Date: 10/01/2024

  I received a text today 10-01-2024 from Back to Modern showing that they refunded my purchase today and that it may take up to 10 days to show on my Credit Card Statement.

  Thank You

• Initial Complaint

  Date:09/06/2024

  Type:Delivery 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.

  Date of purchase 8/7/24 Purchase price ****** Order number #BTM10145 Bought a battery for my electric bike from back to modern Received the wrong battery even though **** put the correct battery in my cart from the company and I ordered from his e mail so I got the right battery once I received the battery, it was the wrong one. He said he would correct it and send me a shipping label to send the wrong battery back I have texted and called *********** many times. Also emailed and have not heard anything back from them. Dont know what to do please help.

• Initial Complaint

  Date:07/04/2024

  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.

  June 2024 date of purchase. Payment begins July 2024 via ShopPay.com payment website. I received an eBike that arrived damaged; undrivable completely. Also upon inspection the ebike appears to be defective in several ways, one being the battery which sparked when I turned it on. That should never happen. I am trying to get in touch with them, they've responded with several emails none of which is resolving the issue. I tried calling and they have an automated system... no personal customer service. I tried texting at the number given, no reply at all. ************************* Senior Product Specialist sent me the emails with no resolution. I am trying to return their bike and cancel my order and have got no reply. ORDER #BTM9844 The eBike is repackaged and ready to be sent back to them. I am not paying for a damaged during shipping and defective ebike. Tracking number: ************

  Customer Answer

  Date: 07/22/2024

  I've included a *** copy;  I readily sent back their eBike;  they've received it.  The eBike first was delivered to me damaged during shipping; upon inspection the eBike is deemed unusable and defective by the company and myself.  However ? Affrim, the loan company I also contacted for support has viewed in their favor.  I don't understand that because even the eBike company viewed in my favor... agreed to a refund and no other issues taken up.  ?  I'm currently awaiting one payment only,  not the full as it was never got that far.  It's one payment of $85.00 and then all will be well.  This was a difficult process.  I will think twice next time.  I'm a cyclst and have no issues so far other than this.  Thank you kindly.

  Business Response

  Date: 07/25/2024

  The customer was promptly assisted, and we provided a prepaid return label for them to return the bike, which they did. However, upon processing the refund, we discovered that the customer had already initiated a chargeback with their card company, resulting in the funds being returned to them. It appears they opted for the chargeback instead of allowing us to issue a refund through our system.
  We have since reached out to the customer, and it appears that the issue has now been resolved

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 21942347
  
  I am rejecting this response because:  I don't know what "chargeback" is.  I didn't do anything.  Could you please explain what that is.  The only refund I need is one payment made,  $85.00.  that's all.  I promptly have sent the eBike back, they have it.  There doesn't seem to be any argument with this company; they have been helpful all along.  Just my refund please, of $85.00.  ****** said it'd go through them.  ?  :)   Thank you

   

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

  Customer Answer

  Date: 07/29/2024

  I have not heard back from them regarding my refund returned.  This matter is not closed....  they didn't return anything yet; as it should be seen.  There's nothing new in my bank account.  They need to finish with Affirm and return my $85.00 and close the case there.  Thank you

  Customer Answer

  Date: 07/30/2024

  I've yet to receive any refund.  Seller has to go to Affirm and close it down there first<  You see, there has been miscommunication from the onset... seller was saying he'd send me replacement tires etc and I emailed back saying that was not the issue,  the rear tire was damaged during shipping along side other issues with the eBike/.  Finally they understand this.  It's not completed with Affirm yet<<< okay? $85.00 is still owed.  I had to ****** THEM to get the return shipping label THEY DID NOT OFFER IT.  Okay :)   ....  This is why I opted for help w/Affirm and then you, BBB. I sincerely appreciate your help in this matter.  Thank you.  Regards.  ****************************;

   

  Customer Answer

  Date: 08/10/2024

  ??*:?-:**:.-!! My sincere thanks I received my refund I couldn't have done it without Affirm and your company BBB Kind regards  ??*:?-:**:.-!!