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:10/03/2025

  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 made an online purchase for a bike accessory and paid with my credit card. Within an hour, I realized that the item was the incorrect size and would not fit my bike and I immediately requested a cancellation of my order. This occurred on a weekend. On Monday, I received an email asking me if I wanted to change or cancel my order. I responded that I wanted to simply cancel my order. I then received confirmation of my cancellation and was informed that a 5% transaction was charged meaning that I would not receive a full refund. After some email correspondence back and forth, no resolution was reached and I was told that that policy was clearly stated during the time of ordering the item. This is deceitful and not obvious to any unsuspecting customer. In fact there is no listing for a cancellation policy - this is buried in the Refund policy. It seems reasonable to me that cancelling any order so quickly after placing woulld not result in any charges. Refunds would indicate that the item was actually returned to the business - the order was never processed - there is no possible way that any packing could have been performed that quickly after placement of the order. The cancellation policy is buried in their website and not made clear to any customer placing an order. In fact, I was immediately taken to ******* to place my order with my credit card(s) on file. Apparently the only way to get a 100% refund is to use Klarna (never heard of Klarna) when placing an order. The 5% transaction fee not only applies to the item price, but also the shipping and taxes that were charged. I am appalled at this action and warn anyone contemplating ordering anything ( especially and item of higher value such as a bike) and wanting to use a credit card to pay (what many customers prefer) to think twice about dealing with this business. A complete refund of 100% is the only acceptable solution. Outrageous practices like these should be illegal.

  Business Response

  Date: 10/03/2025

  We understand your frustration with the 5% transaction fee applied to your refund.
  

  We acknowledge you requested a cancellation shortly after placing your order on the weekend. As you noted, you received our follow-up email on Monday, and we processed your cancellation as requested.
  

  Regarding the 5% transaction fee, this policy is outlined within our Refund Policy, specifically addressing cancellations made after payment processing. While we understand you feel this was not immediately apparent, the information is accessible on our website. This fee covers the non-recoverable processing fees charged by our payment processors for credit card transactions, regardless of how quickly the cancellation occurs.
  

  We recognize your concern about the fee being applied to shipping and taxes. This is a standard practice as these charges are also processed through our payment system.
  

  You mentioned the option of using Klarna for a full refund. ****** operates with a different payment processing system, which does not incur the same fees for cancellations.
  

  We understand your disappointment, but we are unable to provide a full refund due to the outlined policy. We strive to be transparent with our customers, and while we regret that you feel the policy was not clearly communicated, it is available for review on our website.
  

  We value your business and hope you will consider shopping with us again in the future.

• Initial Complaint

  Date:24/06/2024

  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.

  Purchased an E bike from Rize Bikes Nov 11 2022 Did not put the bike together until Spring of 2023 as it was winter when I got the bike.Paid a total of $3778.72 Had issues right away with this bike.Contacted the company immediately and told them of the following issues.PAS was not working, problem with the battery only lasting 10KM and and issue with the drive train not changing gears properly Have a long email chain describing all the issues and the problems getting service from this company.The only thing they did was change my brand new motor with 40KM on it for a used motor that I had to install myself. This did not fix the problem, The rest of the time has been a back and forth and me providing photos and videos to get service all too no avail I have spent $500 on an independent bike repair shop to try and fix this bike and he has even tried dealing with Rize bikes directly and they have not done anything.The bike has not been useable for months and is back with the repair shop and does not even turn on anymore. I tried getting a new bike from the beginning or a refund and Rize bikes did nothing.The mechanic who has my bike now says that this bike is garbage and not usable.

  Customer Answer

  Date: 28/06/2024

  My last communication with Rize bikes was April 30 2024

  Business Response

  Date: 02/07/2024

  We spoke with the customer over the phone to discuss the ongoing and new issues with the bike. The bike is currently at the shop and we will wait on documentation to properly diagnose and repair the bike. We've also communicated with the customer a refund will not be possible as the bike was purchased in 2022.

  Customer Answer

  Date: 03/07/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:24/05/2023

  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.

  I ordered 2 bikes, locks, rear bags, and extra batteries on April 29 (approx 6k). Confirmed everything was in stock except the bags and extra batteries. No big deal as we could use them without the extra batteries and rear bags. They shipped the bikes and locks on May 2 and the estimated delivery date was May 4 (we wanted the bikes for a trip we were taking on May 18). May 4 passed and nothing. For information I am in ******** (shipping from ****** ** to ********). I enquired with the shipper and they didnt know where they were (turns out a system update delayed delivery). I made multiple enquiries and nothing but passing the buck. **** said once its in the shippers hands there is nothing they can do. We left for our vacation and I requested a refund. **** says I have to wait until the bikes are returned to them (by the same company who couldnt get them from ****** ** to ********). Fast forward to today (May 24) and I have requested a refund 5 TIMES. Each time my request is ignored. They now have my money and will not respond to my enquires. I may have lost my money and would hate for anyone to have the same experience. FYI the estimated delivery date from the shipper STILL SAYS May 4!!! I just want my money back.

  Business Response

  Date: 06/06/2023

  We have reached a resolution with our customer.

  Customer Answer

  Date: 06/06/2023

   
  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,
  
  *******************************

  Customer Answer

  Date: 06/06/2023

   
  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,
  
  *******************************

• Initial Complaint

  Date:13/12/2022

  Type:Billing 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.

  Mechanic refuses to release my batteries until he gets paid from Rize bike company

  Business Response

  Date: 20/12/2022

  Rize and the bike shop is currently working towards a resolution and the customer will receive his parts shortly. Customer has been emailed and is aware of the situation.

  Customer Answer

  Date: 21/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  *** **** ********* **** **** ** ******** ****** * ******** ** **** ******* ****** ******** ** ********** ** ******* ******** They refereed me to this mechanic to fix my bike and now he refuses to return my items to me. It's now Late December. 
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 22/12/2022

  Dispute has been resolved and the shop will be coordinating the return of parts with ***. Return to happen either today or tomorrow depending on ***'s availability.

  Customer Answer

  Date: 25/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It's Sunday night and I still have no batteries in my possession, I'm also very embarrassed to have to speak with the same person ****** ****** ** ******** *** *** **** **** ******. This company has placed me in a very strange position. I've gotten a few texts and calls from the mechanic **** ***** ** ******** that's says when he's ready he will drop off my items. **** ******* *** *** ******** **** ** ****** ************ ********* *** ********** ***** ***** ** *** *** *** ******** ** **** **** ** ******* 
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 04/01/2023

  Due to the weather and holidays, there have been delays. Ainsworth, the mechanic, will be coordinating the drop off with ***.

• Initial Complaint

  Date:08/09/2022

  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.

  Hello, I have multiple issues with an ebike company based in British Columbia. They sold me a bike with faulty batteries. I had an issue day one of purchase and I asked for a refund but they just said they would take care of the issue quickly and I would be back on the road in no time. I believed them but ultimately I was lied to, the issue was on going for months and while I was dealing with that issue three or four other issues kept popping up all realted with the batteries. They fired some of there staff because of the issues I exposed to them but ultimately I got no refund on my purchase and i now have a new issue with the batteries that is much bigger then any other I faced. They sent the bike out for repairs because the electronics complete blew out due to a screw that fell out of place on its own. The bike is in very bad shape because of manufacturing issues. I've asked for a refund multiple times but they are a smaller company and it hurts them to refund a $6200 bike . The company has sent this bike out for repairs last week and I explained to them that they had until the end of the week to get everything repaired and the bike up and running now I been sending text to the mechanic to get an update but with no responce. I also have ******* videos for evidence *********************************************** *********************************************** ************************************************ ***********************************************

  Business Response

  Date: 09/09/2022

  The customer's bike is currently in a shop for repairs and the work should be completed shortly. Customer is happy with the solution.

  Customer Answer

  Date: 10/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I had multiple issues with this company regarding similar battery issues in the past, I waited months for a resolution with excessive amounts of phone calls and emails that wasted my time. I spoke to them about getting this issue done in a timely manner, when I sent pictures and videos about the problem they said the issue could be resolved quickly. I gave them a time line of one week to get it done, considering it should be a quick fix like they said. It's now been over two weeks and I have not recieved my bike yet. Also if you look at the pictures closely the issue is not isolated to just my bike, the issue is very likely for anyone who has purchased this same bike. From the pictures and videos i sent you can see a small nut fell out of place and damaged the entire electrical system, if it can happen to me it can happen to anyone else. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 13/09/2022

  The customer's bike has been repaired and returned to the customer. The mechanic has stated everything is back to spec and in working order. Please let us know if *** wishes to discuss this further.

  Customer Answer

  Date: 14/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the problem is what they said earlier in THIER statement is not true. I don't have the bike in my possession, and the bike is not in working order. I spoke with the mechanic yesterday evening, he mentioned that the bike would be ready later that day or tomorrow by the latest. I waited for the text from the mechanic but never recieved one, so I sent him a text this morning and he mentioned that the bike is not ready yet. He mentioned that the bike needs a new motor because the damage to the bike was severe. After dealing with this mechanic for some time he doesn't seem to be very experienced with customers, or bikes. He doesn't to be very competent with bikes or timelines. The mechanic asked me to drop off a key to him earlier today, I was halfway to the location he sent me a text saying he wasn't showing up that he will come by the house and pick it up later. The mechanic seems to be very low quality in his field. That's why, Rize sent you a text saying, I now have the bike in my possession,  which I don't. This is the problem that I'm facing, when I have an issue it takes weeks if not months to solve the issue. My first issue with them with the faulty battery took over 3 to 4 months to solve that issue, with many emails and phone calls and a lot of headaches. What I was looking for was this issue to be resolved in a timely manner with very little stress on my end, which is not the case. I'm looking for a full refund for this bike because they are just too problematic.  It takes too long to take care of an issues and they drive you crazy with emails phone calls and, never being able to meet deadlines. The bike should have been on the road two weeks ago, considering Rize says the issue with the bike is very small. Why does it need so much time and all these replacement parts if the issue small. The best resolution to this would be a refund 
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 19/09/2022

  Our CSR has spoke with the customer this morning to confirm that all the repairs have been completed. Please let us know if there are any issues.

  Customer Answer

  Date: 23/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the bike was repaired, but it stopped working after two days of use. The mechanic said he would meet me to pick up the bike today but did not respond to my text any of my texts. The mechanic mentioned he would be coming by 7pm to pick up the bike but never came by or responded to my text
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 26/09/2022

  We will be moving forward with a bike swap as discussed over the phone this morning (Sep26).

  Customer Answer

  Date: 28/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it's the amount of time it's taking to get anything done. It's almost been two months now. I depend on this bike heavily for commuting and running errands. I have no transportation at the moment. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Customer Answer

  Date: 01/10/2022

  The bike swap would be good except the problem is how lo g it's taking to swap the bike, and the fact that the issue with the nut following out of the bike is still not resolved. The bike itself has defects that need to be recalled. I sent pictures that show a small nut that fell out and blew out the entire electrical system. A bike swap would not fix this issue a full refund will. 

  Business Response

  Date: 04/10/2022

  As of Oct 4th, the customer is aware his bike at a shop and Rize Bikes is waiting on the shop to get the green light to ship the replacement bike. It is unfortu***e that the process has taken longer than usual, but it has not changed our decision to replace the bike. We are simply waiting on the green light from the shop to confirm.

  Customer Answer

  Date: 04/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the bike is at the shop because the mechanic refuses to respond to any calls or texts from both I, and Rize. The mechanic needs to simply check the voltage and build a box to ship the bike out. This can all be done within an hour or so. It's almost been two weeks in the hands of the mechanic and he has not done anything yet. This process is taking too long. The bike swap won't fix the issue of the nut falling out and destroying the electrical issue.  What I am looking for is a full refund, the company is causing alot of unnecessary street in my life I would like to cut ties with them and move on with my life. * **** * *** ******* ** ****** * ***** **** **** **** * ***** ******** 
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 04/10/2022

  As per the agreement between the customer and Rize Bikes via email, we are moving forward with a bike swap which is currently in progress. There were unfortu***e delays out of our control, but the bike shop is now packing the customer's bike to be shipped to Rize HQ.

  Customer Answer

  Date: 05/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:I've only had this bike since April 2022 and have faced multiple issues. The bike swap could have been done when this new issue was introduced but it was organized two months afterwards. The issue of the nut falling out and destroying the electrical system will not be resolved with a bike swap. The bike itself has defects built into the design of the bike. If they do a bike swap, there's nothing saying that the bike won't face the same issues in the future. The issue of the electrical system cutting out while in the middle of traffic is a safety concern for all consumers. I want to cut ties with this company and get a full refund. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 11/10/2022

  Hello ***, the battery you've received was not faulty, but actually missing a locking knob. This took 2 weeks to arrive before we were able to ship it out to him, which allowed him to install the bike properly onto the bike. This was resolved in August so it's longer an issue. The other issue he was having with his battery was actually a screw that came loose on his secondary battery bracket. Again, there was no issue with the battery itself. We suggested a brand new battery bracket free of charge or for him to apply loc-tite to the screw so it would not fall out again. We take no refunds after our 14 day return policy period. After that, we always try our best to resolve the issues our customers are experiencing. We do not have full control over our mechanic partner in Ontario on getting bikes fixes to our customer's timeline, who also is in another province, as he has his own clients and a queuing system in place.

  Customer Answer

  Date: 13/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: what about the fact that I asked for a full refund over the phone when I first had an issue, which was the first day of use with your bike. The other question is why did you connect me with a mechanic that is clearly not capable of fixing the issue himself? The bike has been out of service for over two months now. We are going into the third month, how can you explain the amount of time it's taking to fix this issue?  Considering the fact that I depend heavily on this bike for my day to day commute. You also have not offered me any replacement bikes or services that I can use while I wait for repairs for my bike. If the mechanic needs more time to get things fixed then what I would suggest is ship the replacement bike now and you can wait for the mechanic to build the shipping box. Also with your choice of mechanic he doesn't seem to care much about the clients, it seems like he just wants as much work as possible. You made the choice to go with a low level mechanic that can't get the work done on time or done well. You are prolonging this issue. What will it mean for my warranty since this bike is off the road for very close to three months? Will you extend the warranty, will you consider an upgrade to a **** ** ***?
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 04/11/2022

  Hello *******,

   

  The refund was dismissed as both parties agreed to send you your missing face plate for your battery. There was nothing wrong with your bike so a refund was something we discouraged considering that it will cost 15% restocking fee and an additional $350 to ship the bike back at your cost. This is clearly stated in our return policy. Regarding the bike mechanic, he is certified in repairing e-bikes. Due to unforeseen circumstances, your electrical components have shorted 2 times during the process. Because of this, we had to send your local mechanic a new motor, LCD, controller, wire harness, and balancer two times. Keep in mind, these parts take 2-5 business days to deliver and before that, we need to assess the situation with our warranty department, which takes 1-3 business days. We have done our due diligence in validating the parts are in working condition before shipping it out to you. As of right now, your bike has been shipped back to us and is now fixed with a new electrical system. It is packaged in a box and will take 1-2 business days for a courier to come pick up at our office. 

   

  Kind regards,

  Rize Team

• Initial Complaint

  Date:03/08/2022

  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 Ebike from Rize Bikes In Richmond BC October 12, 2021. Have been happy with the bike until returning from a bike ride on Jun 19, 2022 and notice a crack in what I believe is called the triple fork at the front of the bike. Have been in contact with Rize regarding this crack and they are refusing to fix the broken part. From the pictures I have sent they say the crack is superficial and I have nothing to worry about to go ahead and ride my bike. * **** ****** *** ******* ** **** *** *** **** ************* ****** ******** **** **** ******** *** *** *** *** **** ****** ** ********. *** ***** **** ****** ** * **** ******* **** ******** ** *** ******  The 1 year warranty they offer should cover this item. NO THE BIKE HAS NEVER BEEN DROPPED OF HIT ANYTHING. There is not a scratch on the bike. I have approx 500 km on the bike which has been paved streets and a few gravel bike trails **** ** ****** **** *****. I have sent numerous emails to the person handling my claim (Kevin) and have expressed my disagreement with him and asked to have a supervisor call. They say they forwarded a short video I sent to the manufacturer and they said the same thing. **** ********** **** ****. I even suggested that if they don’t fix it that they cover this particular crack after the 1 year warranty but they have not acknowledged that. At this point I would like it fixed. If I decide to sell the bike the resale value will definitely be effected by this.
  Thank you
  **** *****

  Business Response

  Date: 03/08/2022

  We are currently in the process of having the customer bring in their bike for further inspection. Based on the provided images and videos, our mechanics have concluded the scratch to be superficial but this will be confirmed in person when the customer brings in the bike.

  Customer Answer

  Date: 05/08/2022

  
  
  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,
  
  
  
  **** *****