Complaints

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• Initial Complaint

  Date:19/07/2024

  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.

  On Feb. 13, 2024, I ordered an *** from ElectriRide, a ( Pioneer 1500w E-Grizzly Electric *** ), order # ****. On Feb. 28, 2024 the factory received the order from ElectriRide, order # ****************** . Not sure the date of departure, but it arrived at my house ( ******************************************************************************* on June 25, 2024, late afternoon. There was some minor damage to the shipping crate.Unpacking it, I quickly became aware that this was not the *** that I ordered. Right off, the frame was suppose to "Orange", this one is "Black", the motor size is 1/3 smaller,, from a 1500 watt, down to a 1000 watt motor, the battery charger does not work. The rear storage rack is totally missing. There are a number of smaller other items that are different / missing from the *** that I received.I discovered the next day, there are couple of "burn holes" in the upper frame, right side. I have photos of them. ( they may weaken the ***'s frame, maybe unsafe ).The ***, that looks the closest to the one I received is the "Pioneer 48v 1000w Adult ***", with some differences. I can supply a list of differences if you need it.I have tried to communicate with ElectriRide, since June 26, 2024, about all of these problems with phone **************** I have even sent them a list of the different problems, and photos of the ***, the differences. I have called them 2 - 3 times a day with some E-mails since June 26, 2024 to today, July 17, 2024, where I informed them that I was contacting you, the BBB, and the manufacture to try to resolve this problem. The manufacture is Changzhou Valtinsu Technology, *** Ltd.I have a log of all the phone call and e-mails that I have made since receiving the ***, along with their limited responses, mostly "Thank you for your message ! We'll be with you as soon as we can. Follower mostly 95% of the time with no responses. Generally they don't answer their phones, but I leave messages & phone #'s.

  Business Response

  Date: 07/08/2024

  Date: August 7, 2024

  
  To: Better Business Bureau,

  
  I hope this email finds you well. My name is *******, and I am the representative of ElectriRide.I am writing to provide a comprehensive overview of our efforts to resolve the recent issue involving ***************************** order, specifically regarding the missing parts for his ***, and to share supporting evidence of our communication and actions taken.

  
  Background of the Issue
  ****************** placed an order with ElectriRide for an ***, which was delivered to him with certain parts missing. Upon being informed of this issue, I took immediate steps to address his concerns and initiated direct communication with him.

  
  Communication and Actions Taken
  From the beginning of our interactions, I have maintained open and transparent communication with ******************. Here is a detailed account of our correspondence:
  1. Initial Contact: Upon learning about the missing parts, I contacted ****************** to acknowledge the issue and assure him that we were taking swift action. I explained that I would be in constant contact with our manufacturers to expedite the resolution.
  2. Manufacturer Coordination: I promptly reached out to our manufacturers to inform them of the missing parts and to arrange for the necessary components to be sent to ******************. During this period, I kept ****************** informed about the progress and the steps being taken.
  3. Updates: Throughout the process, I provided ****************** with updates via email and phone calls. I ensured that he was aware of the current status and expected timelines for the delivery of the missing parts.
  4. Confirmation of Shipment: I was able to secure a commitment from the manufacturer to send the missing parts. I communicated this to ******************, providing him with the expected delivery details and reassurances that the issue was being resolved.
  
  Evidence of Communication
  To support the above account, I have attached evidence of our communications, including:
  - Email Correspondences: Detailed emails exchanged between ****************** and myself, documenting our discussions and the steps taken to address his concerns. Please see attached.

  - Phone Call Logs: Records of the phone calls made to ******************, further demonstrating our efforts to keep him informed and updated. Please see attached.

  Commitment to Customer Satisfaction
  At **********************, we pride ourselves on our commitment to customer satisfaction. We understand the frustration that such issues can cause and are dedicated to resolving them promptly and effectively. I am confident that our actions reflect our dedication to providing excellent customer service and resolving this matter to ********************** satisfaction.
  I appreciate your attention to this matter and am more than willing to provide any further information or clarification if required. Please do not hesitate to contact me directly if there are any additional steps or documentation needed.

  
  As of this letter I have talked with ****************** and explained to him we are in negotiations with the manufacturer to do one of the following:
  1.)Provide, with the missing parts, $1,100 for the difference in price between the two ***s or
  2.)Send him the *** he paid for.

  
  I trust this helps to outline the steps we have taken to resolve this issue in a timely and favorable way for *****************.

  
  Warm regards,
  *******
  ElectriRide

   

  Customer Answer

  Date: 16/08/2024

   
  Complaint: 22006448
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Aloha BBB,08/14/2024
  
  
  I finally had some communications with ElectriRide on Friday 08/02/2024 @ 12:20pm HST, I called the phone # ************ and ******* answered the phone, he said they are working on it & that it takes time, because the manufacture is in ******  I understand there could be some time problems, but it is now well over a month, which should be more than enough time to say that they had delivered the wrong item.  I gave them a list of what was wrong with what I had received And ways to fix it and some options for solving these problems.  
  
  
  Some of the problems were an easy fix; for a couple of items on the list all they had to do was email me the electrical diagram of the *** & the instructions for resetting the instruments readout, but its been over a month & they havent even sent me an email with that information.  As for some of the other problems it would be just sending the missing parts / non-functioning parts (the charger that didnt work, it should be an easy replacement).  But I have not received any communications of an order #, / invoice #, or even a tracking # of any items.  What I hear is We are working on it.
  
  
  It has now been almost 1 1/2 months (06/25/2024 to Present) since I first contacted ElectriRide about the *** problems, and most of the time when I call, I get no person just an answering machine, which I leave a messages on unless their mailbox is full.  I have also left a number of emails that have gone unanswered for the most part.
  
  
  When I talked with ******* on 08/02/2024, I suggested that we set-up a weekly update of what is happening / going-on to show things are moving along, and he agreed.  Here it is going on a week and a half later ( 8/2/24 to 8/14/24, 12 days ) and no communications at all, no phone calls or e-mails.  There has been someone here at my house 24 hours a day for the last two (2) weeks & no calls or messages have come in.  I have checked my cell phone for missed calls or messages and there are done.  There definitely seems to be a communications / action problem here.
  
  
  I will continue to try and work with them (ElectriRide), to get this problem resolved, but it should not take months, in todays communications and world-wide delivery systems, to get this problem resolved.  A couple of weeks, maybe a month or so, but not multi-months, this is ridicules.  Very little talk and even less action, looking at the this time frame.
  
  I am still waiting for the weekly call back for updates, but not getting any.  I have tried calling 5 different times since talking to ******* on 08/02/2024 call.  No callbacks from anybody or emails
  
  
  I would LOVE to be proofed wrong & have this all resolved.
  
  
  *********************