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:13/05/2025

  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.

  April 26/2025 - took possession of a New Emmo Ebike May 1/2025 - Ebike developed a mechanical problem - i reported it but continued to use it hoping it was temporary May 3/2025 - Same problem returned so I returned it to the Dealer (EZ Rides) in hopes of having it looked at, Also filed a Servies request on their company website May 5/2025 - Received confirmation from EZ Rides they received my Service Request May 6-10 - No communication from EZ rIdes with an update, 3 or 4 more emails from me asking for the update.April 11/2025 I went to the Store. My Ebike was there in the store and the Associate on Duty said it was repaired and I could drive it home. 3/4 the way home, the existing issue re-occurred. Forcing me to push my Ebike home. Needless to say, I was not happy and proceeded to email EZ Rides info email. Whish received an immediate email stating someone would contact me on April 12/2025 April 12/2025 - had a 30 minute conversation with a woman from EZ Rides detailing my ongoing issues. I was told my situation would now be a priorlty for EZ Rides.April 13/2025 - still no contact from EZ Rides. Expenses for travel to and from work, to and from Doctor's appointments now close to $200

  Customer Answer

  Date: 24/05/2025

  It's now May 24, 2025. 

  After some apparent "miscommunication" my Ebike was picked up by EZ Rides on May 22nd. Several days after it was initially left at their **************. I was told that it was taken to their service location in ************, ********  I had asked for immediate and continuing updates but after 2 days,  still nothing. 

  I have consulted with a lawyer about the option to proceed with legal actions to help me recoup the extra costs I have incurred and caused additional stress with my already poor health situation. Which was always made aware of to EZ Rides. 

  I am willing to deal with EZ Rides directly on this matter but as I have already mentioned the thought to them, their lack of actions to resolve this situation has left me with no other options. 

  ***** Erwin 

• Initial Complaint

  Date:22/10/2024

  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.

  Purchase of EZ ride Cargo Buggy May/24 Overcharged approx $8000 Wasnt noticed until today, wasnt even the main complaint until now Consistent incompetence of staff and management- arrived 2 weeks late, arrived not assembled properly, requested service Sept/24, did not arrive for picking up Buggy on said day. Waited from 7:30 am-2 pm. No call or explanation, just a no show, no repairs covered under warranty, was told $100 pick up fee When repairs were complete I was told an extra $100 to return to us. After much persistence the mgr agreed to waive the $100. Received invoice with $100 deducted. Told buggy would be delivered next day at 9:00 am and could pay at door. No one showed up. No one called!Received a different invoice which stated the $100 drop off fee had been added back on to bill!Spoke to mgr again! Stated that I was told $100 would be waived, but it had then been added back to bill *** was rude, condescending, and non apologetic for all of the errors and inconveniences weve been caused *** offered 25% discount to return buggy. I refused as invoice was clearly changed and was told fee was waived Scooter is owned by my father who is an 87 year old Veteran with cancer. This is his ONLY means of getting outside at all. The store they want us to pick it up from is a dangerous, busy and high traffic area. He does not go in these busy places, so specified we needed it dropped off to our home. It was confirmed that was fine. No mention of the $100 fee

  Business Response

  Date: 01/11/2024

  Thank you for reaching out and sharing your experience with us. We understand how important this is, especially given the circumstances, and wed like to clarify the details surrounding your fathers purchase and our services.
  Purchase and Pricing: We have confirmed that your father was charged the correct amount for his purchase. Any additional invoices received were quotations, not charges, and were not intended as part of his purchase. This has been verified in our records to ensure there was no overcharge.

  
  Pickup and Delivery Fees: Our policy includes a standard pickup and delivery fee, which was explained and agreed upon during our discussions. We understand there may have been some confusion around this, and in an effort to assist, we offered a 25% discount on these fees. Additionally, we waived the initial $100 pickup fee as a goodwill gesture.

  
  Service and Communication Issues: We apologize for any miscommunication regarding service appointments and delivery. It was never our intention to cause inconvenience. We are actively reviewing these aspects of our service to prevent similar experiences in the future.
  Home Delivery Needs: We understand your fathers needs, and we are committed to making this as convenient as possible. As a result, we confirmed that home delivery is available with the standard delivery fee. We appreciate your patience and feedback in this matter, which well use to improve our customer service experience.

  
  Once again, we apologize for any misunderstandings and the inconvenience caused. Thank you for bringing this to our attention, and please feel free to reach out if theres anything further we can assist with.
  

  
  

  Customer Answer

  Date: 01/11/2024

  We had no choice but to pay the money and retrieve the mobility device. Have not spoke to ex rides except for day of payment and pickup

  Customer Answer

  Date: 01/11/2024

  Complaint: 22438481
  
  I am rejecting this response because:
  They did NOT waive the $99.99 fee. We were charged for one way and picked it up ourselves at the store!
  
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 03/11/2024

  The unit was picked up from the customers home. You were billed for the pickup and the pick up only. 

  Return delivery was not charged, due to the fact you rejected the cost of the service. 

  Any other home pick up delivery service for a speciality product of this size is more expensive. We work to keep the cost relative for this additional service. We pay our drivers very well, our truck maintenance, fuel and trailer maintenance is significant overhead. 

  It is a service we offer, no one is forcing anyone to pay it or choose to use it. It is a convenience service, we have never had this much resistance and trouble over this fee. With the 25% discount offered with pick up and delivery it would have been 150 plus hst to have the product picked up from your door and delivered back to the door. 

   

  There is no service that is coming near that moving a 300 pound scooter. 

  We apologize that this is not up to your standard but that is how we operate the business. 

  Customer Answer

  Date: 04/11/2024

  They stated that they WAIVED a fee , either for pick up or delivery. They didnt. We had it picked up and paid $100! We then picked it up at the store when it was ready. So we were not charged because we didnt have them return it to us. So they did NOT waive the fee

• Initial Complaint

  Date:25/09/2024

  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.

  I will have you know that I personally have dealt with *****, **** and EZ Rides. I ordered an EMMO *** in March and waited over 6 months to receive it...I never did. They offered me a refund, but that was only because the price of the *** went up my nearly $2,000. They sold it to me for significantly less 6 months prior, but then the price of batteries sky rocketed and they didn't want to sell me my bike anymore because they weren't making on money on the deal or they could now make significantly more! The customer service was good in the beginning, but then they continually lied to me about the bike not being able to ship. Excuse after excuse after excuse. Then, when i finally agreed to my refund, they stole $224.50 from me because they didn't issue a refund! The $224.50 is a transactional fee from ******! They have yet to pay this back to me. It's beyond ridiculous how they've handled this entire situation. I would definitely NOT RECCOMMEND using this company. YOU'VE BEEN WARNED!!!!!!!!!!!!!!!!

• Initial Complaint

  Date:23/09/2024

  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.

  Purchased a bike for my grand daughter to go to school in Dec. The bike battery has failed after the 18 min in of driving after it was repaired again. The battery is always charged yet does not work. This is the third time we've had issues with the battery. I've had to get her AAA as I work in ******* to help her pick up the bike as it's too large to put in a trunk of a car. I've spend $250 to ensure she is able to get home. Attempts to contact them again is frustrating. I am sure I've received a lemon.

• Initial Complaint

  Date:31/12/2023

  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.

  i bought my children a ez rides 4 ******* for kids for christmas, we started paying down payments on it a couple months before christmas. Our first complaint is that when we went in to pay our last payment down we were told that the product that we had ordered and had been paying for was no longer available.. which leads me to believe they sold it. they told us that they had a better deal for us and they would upgrade to the next model up at no extra cost because it was there s**** up. so we accepted that. well when we brought it home we noticed some minor issues with how it was put together.. some of the pieces were broken on it the seat was ripped at the side and some wires werent attached properly.. when we went to the store they said wed have to email the company and complain to them as they dont do that at the store. ok whatever anyways, when it died we recharged it as soon as we took it off charge and went to start it, it started to spark and smoke and then caught fire! that right there is a safety concern, as if my chidren had been riding it and it caught up they would have been hurt.. we are not satisfied with this product at all and would like to recieve our money back in full for it as this company isnt professional. we will never go back to this company again because they made it seem like a huge joke.

  Business Response

  Date: 12/01/2024

  sincerely apologize for the challenges you've faced with your recent purchase of the EZ Rides 4 ******* for your children. Your feedback is crucial to us, and I want to assure you that we take your concerns seriously.
  I'm genuinely sorry for the inconvenience caused by the unavailability of the initially ordered product.

   

  The subsequent issues with the upgraded model, including broken pieces, a ripped seat, and improperly attached wires, are certainly not the level of quality we aim to provide.
  The safety incident with the sparking, smoking, and catching fire is deeply alarming.

  I want to assure you that safety is our utmost priority, and we understand the gravity of the situation. We are committed to investigating this matter thoroughly to prevent any such incidents in the future.

  
  Regarding your dissatisfaction with our store's response to the issues, I acknowledge that we should have provided a more efficient and satisfactory resolution at the point of purchase. We take responsibility for any miscommunication or inconvenience caused during the process.

  
  To address your concerns promptly, we are initiating a full refund for the EZ Rides 4 ******* purchase. Additionally, we would appreciate the opportunity to collect more details about the safety incident for our internal investigation.

  
  I understand the frustration this situation has caused, and I want to assure you that we are taking immediate steps to prevent similar occurrences in the future. Your feedback is invaluable, and we genuinely appreciate your patience and understanding.

  
  Please feel free to contact me directly at 844 - 2EZ-RIDE if you have any further questions or if there's anything else we can do to make this right.
  Thank you for bringing this matter to our attention, and we sincerely apologize for any inconvenience caused.
  Best regards,

  Customer Answer

  Date: 18/01/2024

   
  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. I am grateful that they will be giving me a full refund. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:22/09/2023

  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.

  July 30 I purchased a Golf Enclosed Mobility Scooter for EZ Rides ************ from a salesman ***** for $9373, including assembly witch was $650 and delivery for $150 after viewing a floor model at the store. I was told a tech would deliver it asap with a manual and would answer any questions I had when it arrived.A scooter was delivered the next day by *****, not a tech, who took off as soon as the delivery was completed. I say A scooter because it was missing parts, damaged, malfunctioning, and did not have all the features that were advertised by the website and sales rep. I pointed it out to ***** who said they would send somebody out but I never heard back.I called in the next day and asked for somebody to get out here for repairs. I was assured they would fix the issues but it took over a month of calls and an online form before they got the tech out for the first time.The tech finally came out September 13 and only had some screws to replace the missing ones and was able to repair the wiper, but was unable to repair the rest of the body damage, and told us they have been so busy repairing these thing he doesnt even think they should be sold.During this waiting period, the scooter was test driven once, less than 3 kms as I was not able to insure it under any company, despite the sales *********** me a company to call. That company has not insured these scooters for 2 years as they had too many issues, and no other company will as the engine specs are too high. I brought this to the stores attention so they offered to send us paperwork with altered specs listed as they cannot be changed. I told them I will not commit insurance fraud and would like a refund. I was put in contact with ****** who told me on Sept 20 that it could be repaired or refunded with a restocking fee, but he would call back in an hour with the cost. I had to call him back Sept 22 and ask again, being told the refund would only be $6000.I feel like I have been scammed, please help me.

  Business Response

  Date: 26/09/2023

  Thank you for your patience, and I'd like to address your concerns directly. It's important to set the record straight on a few matters.
  
  Firstly, I'd like to clarify that a technician did come out free of charge to address your concerns within one week of your formal service request submitted through our website. We take the servicing of our products seriously, and we apologize for any delay in addressing your issues. I also understand you requested some aftermarket modifications to be done by the technician when he arrived. Although I'm sure he would have liked to have helped with this modifying the alarm system is extensive and they did not bring the proper tools. I understand this likely attributed to your dissatisfaction. 
  
  The scooter was indeed delivered by a delivery driver, and it's standard practice for them to complete the delivery and leave promptly. Their primary responsibility is to ensure the safe and timely delivery of the product.
  
  Regarding the scooter's condition, it's important to note that out of the dozens of units sold, we have had only one technical issue reported with one unit. The is our best selling product and as such it provides reliable transportation for our customers.  Your case is unique, primarily involving a few missing screws and a loose wiper blade. These issues are indeed minor and can be expected with any mechanical product, which is why we promptly sent a technician to address them.
  
  The scooter you purchased was designated as a final sale clearance model. As such, it may have minor cosmetic imperfections, such as a small scratch, which is not uncommon for clearance items. We always strive to provide accurate descriptions of our products, and we regret any confusion in this regard.
  
  In terms of a refund, I want to be clear that our policy for final sale clearance items typically does not include refunds. However, we value your satisfaction as a customer, and we are willing to work with you to find a fair resolution to your concerns.
  
  We appreciate your feedback, and we want to ensure that you have a positive experience with EZ Rides ************. Please expect a follow-up from our team to discuss potential options and address your concerns.
  
  Thank you for your understanding, and we remain committed to resolving this matter to your satisfaction.
  

  Customer Answer

  Date: 04/10/2023

   
  Complaint: 20644767
  
  I am rejecting this response because:

  Your statement is all over the place and does not give us an actual statement of "yes, we will return the product for $XXXX". You say its your best model but only dozens sold and now its on clearance? It was on sale, true, but no mention of clearance was made and it was not a display model, it was assembled to order.

  Also, the tech that came out told us there have been many issues with this model, and that he did not believe they should be sold. The sales team talked up the product viewed in store then sent a similar but not identical incomplete product to the house.

  The customer service has been horrible, even since you responded to the BBB stating you would reach out to us you have not attempted to via phone or email. This issue will not just go away, you need to stand by your product and your customers. Take the return, take a $1000 "restocking fee" if you must, and lets be done with each other so I can find professionals to deal with for my mobility needs.

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

  Business Response

  Date: 04/10/2023

  Thank you for your continued correspondence. We appreciate your feedback and are committed to addressing your concerns in a clear and satisfactory manner.

  
  I understand your frustration, and I apologize if our previous response was not as concise as you had hoped. To provide you with a more direct response, I want to let you know that a manager from our team will reach out to you directly to discuss the potential refund opportunity. This includes determining the refund amount, which will be handled based on our standard practices for final sale clearance items.

  
  Regarding the model you purchased, we acknowledge that it was on sale, and we apologize for any confusion regarding the clearance status. It is important to clarify that this product was assembled to order and was not a display model. We appreciate your clarification on this matter. Please note that there has not been any model variations since your time of purchase. Meaning that it is impossible that there was any variation from the model that you recieved.

  
  We also take your comments about the technician's feedback seriously. While we have only had one reported technical issue with this model out of dozens sold, we are reviewing our internal processes to ensure the highest product quality.

  
  Regarding customer service, I apologize if you feel that we have not been responsive. We are committed to improving our communication and service standards. Rest assured, we are reaching out to you via phone and email to discuss the return process further.
  We genuinely value your feedback, and we want to ensure a resolution that leaves you satisfied. Our goal is to stand by our product and our customers, and we are committed to finding a solution that works for you.

  
  Please expect our contact shortly to initiate the return process, and we appreciate your patience as we work towards a resolution.
  Thank you for giving us the opportunity to address your concerns, and we look forward to resolving this matter amicably.
  
  

  Customer Answer

  Date: 06/10/2023

   
  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.

  There has been an agreed upon refund amount of $7300 provided we return the unit to the ************ location, which will be done today.

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

• Initial Complaint

  Date:22/03/2023

  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.

  August 17,2022 I started speaking with EZ-RIDES via Facebook
  August 27th,2022 We had the Gio Electric Golf Enclosed Mobility Scooter in our position. right at first we noticed some minor dents etc that we reported to our sales rep at the time via text messages, and the "A/C/ Heater" that was originally advertised having, )(and the main reason for us purchasing the unit) didn't seem to work, its just a fan, no heat no cold air just wind of whatever temperature the weather is! we mentioned it but it was ignored!
  September 03,2022 the unit broke down! its been in and out of the shop about 6 times since then, as well as a lot of down time for needing a tire and rim that wasn't ordered when asked and delayed many times! it has been sitting more then its been drivable! I put all my savings into this unit so that I could get back and forth to work, get groceries etc. and save money on transit that is unreliable, and cabs that are time consuming and expensive, we are also low income and disabled we need this unit to work and we are treated so unprofessional we don't even want the unit anymore! its to be fixed fully on the 10th of April however I feel that the heater/A/C will still just be a fan! the unit is advertised as all 4 Canadian seasons, yet its not!
  I have voice recordings of most of the conversations between the store owner and us, as well as emails etc other people need to know what they are buying! its not worth the money or the frustrations! They care more about their Google reviews then getting what is needed for their customers, I even believe there was some blackmale involved over the reviews! We've has also been blocked from all social medias related to the Store itself and our calls are forwarded to the store owner as all the reps etc keep telling us incorrect information and the owner has stopped that from happening! like I said its a lot!

  Customer Answer

  Date: 22/03/2023

  the business needs to be taught how to treat customers 

  honour warranties, have better knowledge of the products they are selling, have parts and supplies in store so that it doesn’t take so long to get repairs done! Have a return and refund option when their products continuously break down to the point the customer cannot afford the down time! Have better customer service when their products break down! 

  Business Response

  Date: 22/03/2023

  Dear ***,

  
  We have received Ms. ****** ******'s complaint and would like to address her concerns. Firstly, we want to clarify that her unit was originally delivered without any damage. Any minor dents or issues that were reported were addressed in a timely manner by our team.

  
  Regarding the air conditioning and heating, we would like to clarify that the unit is equipped with a fan for temperature control and a defroster setting for clear visibility. We did not advertise the unit as having full air conditioning or heating capabilities. We apologize for any confusion or miscommunication that may have occurred regarding this feature.
  We understand that Ms. ****** has experienced multiple issues with her unit and we have provided her with free pickup and covered costs outside of warranty to help accommodate her. Our sales reps were available 24/7 through text and phone calls until Ms. ****** began to harass and abuse the privilege.

  
  We can confirm that a service date has been scheduled to fully repair Ms. ******'s unit as she mentioned. We are committed to ensuring that her unit is fully operational and providing her with the transportation she needs.

  
  Thank you for your attention to this matter.
  Sincerely,

  
  ***** ******
  EZ Rides
  
  

  Customer Answer

  Date: 22/03/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19629543, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ******