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:07/01/2025

  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.

  I bought a 2024 Canyon Spectral:ON CF9 for a total price of $7171.16 on May 2nd 2024, it's equipped with the BT004 Battery. In January, they released a STOP order asking all users to stop riding the bike due to defective battery. The communication has been mixed or nonexistent. They offered me compensation between $150-300 while I wait for a replacement but that process was broken or that I didn't qualify. I had to inquire via customer service on when my battery was going to be shipped out. They said April, then they moved it to ****. Now since **** has passed and still NO COMMUNICATION to let me know what's going on, I have to contact them each and every time, they tell me that the battery was never assigned in the first place to me so that means and order can never go out. My bike is currently in the shop, they are withholding the bike until the new battery comes in. Every inquiry I've sent them, they have given me the run around, every call in, they give me the run around or they say they don't know. It's like there's no organization or they're waiting for me to give up so they can pocket the money I spent on their bikes. All I want is an actual shipping date from them, and if not, give me a 50% of my money back.

• Initial Complaint

  Date:05/11/2025

  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.

  Good day, in December of 2023 I received a Canyon Spectral ON CF8 for $5,098.94 including tax. On November 6 of 2024 I got a stop use email from Canyon stating the the battery may fail and become a fire/explosion hazard, more information to follow. Communication has been poor and at this time Canyon apparently has started notifying owners there are difficulties with acquiring replacement batteries and they may not become available until August. At this time a refund would allow me to replace this bike and start riding before the season is over. I currently have an outstanding email with Canyon that I am awaiting a response for an update.

• Initial Complaint

  Date:02/27/2025

  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 bought a canyon aeroad roadbike in their website last nov 2024for $6999 plus tax..and was riding the bike since..but last feb ****** i crashed downhill at ********************* *********** ca because the handlebar or headset suddenly stop engaging or was locked..i suffered a tear on my collarbone and needed 6-8 weeks on sling to recuperatemy dad sent me to ER at Adventist health glendalei saved a video of the aftermath and have fellow cyclist checked my bike who suffered malfunctioni reached out to canyon thru email inquiring about the incident and was told they will look into it..its been couple of weeks and we keep calling inquiring and was told that the manager was talking to the engineer to what it cause..they havent called us for the next things to do

  Business Response

  Date: 02/28/2025

  Hello ****,

  Thank you for your review.

  Our customer service team currently has your case in progress, and it is under review. We have responded in your original Canyon case requesting further information.

  Should you have any further questions, please feel free to reach out to us directly in your Canyon case. Additionally, we will provide updates and all communication in your Canyon case.

  Thank you,

  Canyon Customer Support 

• Initial Complaint

  Date:02/04/2025

  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.

  I bought a Canyon Spectral:ON from Canyon Bicycles USA, *** roughly two years ago. They are a direct-to-consumer brand, with major manufacturing issues.1/ the first bike they sent me there was an issue with the drive train shredding the cassette - this is due to a known issue with their components not being hardy enough to handle the power from the drivetrain. This is a design and manufacturing error by them. In the last few years ****** have upgraded their components to handle this type of power to something called *** EAGLE.2/ the second bike they sent me presented the same issue as above and I had to go out of pocket to upgrade my drivetrain to the *** EAGLE. I explained to them what was happening and why, including the information above, and they refused to help me. So I paid $1500 out of pocket 3/ in late 2024 they sent out a recall for EVERY SINGLE Canyon Spectral:ON for a battery malfunction issue where the battery was exploding and going up in flames. Their guidance to consumers was "do not ride your bike, it is dangerous". This is a serious manufacturing defect.4/ Also in late 2024 I took my bike into a shop for an eval and the diagnosis was that there was a bolt failure in the back suspension that caused the frame to bend and crack. My bike is now unusable and requires a new frame and/or new bike entirely.5/ I took my bike to their authorized service department, ***, where the top expert at ************** agreed that the bolt failure was likely a problem with the manufacturer and not related to my own care and maintenance of the bike - I have been in no crashes and I regularly take the bike in for routine maintenance. That maintenance includes a safety check, which includes a bolt check.6/ Canyon claims that this issue is on me and that they have no problems with their manufacturing quality or otherwise. Despite tons of evidence to the contrary per the above. They have ceased communications with me and are refusing to give me $, credit, fix, etc.

• Initial Complaint

  Date:01/31/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 6/29/24 I purchased a Canyon Spectral On CFR from Canyon Bicycles on 6/29/24 for $7299.99 + tax order number **********. On Nov 11 Canyon Bicycle sent a notice to discontinue use of my Canyon Spectral On CFR Electrical bike immediately as it was found the casing of the battery can crack and catch fire. It was indicated that within 4 weeks I would get a follow up email with information on resolution of this issue. On Dec 11th it was indicated that a replacement battery would be available by Feb and a small compensation of between $231 to $539 was available as compensation for being unable to use the bike. I contacted customer service and indicated that I had specific plans for my bike and that I did not accept this very small amount of compensation and asked to return the bike. I was told management would reach out to me within the next couples weeks to help me with the return. This did not occur. So I filed a new complaint on Jan 7th, service request ********. I then received prefabricated emails indicating that my return still was awaiting authorization from management. On Jan 21st I received a new email that Canyon had moved possible battery replacements out now to March and that it was possible to place an order for this battery. I replied and reiterated that I could not wait until March to have a functional bike, that I rejected the small compensation for 5 months of not being able to use the bike, and again asked for management to please reach out to me so the bike could be returned. I sent a detailed request again explaining the reason for the return. Today, Jan 31st after two months of waiting on details for my return, I received an email that indicated they would not honor the return request. I let them know that this was not acceptable, that I was unwilling to sign off on the small compensation offered or order a battery that may or may not even come in March. It is truly consumer fraud that my return request has not been honored.

  Business Response

  Date: 02/06/2025

  Hello ******,

  Thank you for filing your complaint.

  Your case is currently under review and has been escalated to Canyon's executive and legal team in *******. Once our US team receives the outcome of your case from *******, we will contact you in your original Canyon case.

  Should you have any questions in the interim, please feel free to reach out to our customer service team directly in your ********************** case.

  Thank you for your patience as your case is under review.

  Customer Answer

  Date: 02/06/2025

  I was told in December that management was working on authorizing a return. I waited for two months and at the end of January they unexpectedly denied the return. I have asked repeatedly to speak to management ****** has never happened. The fact they are elevating it again to management is not very reassuring at all. I fear nothing will be done to make this right and that this is yet another delay tactic that will lead to no genuine resolution. The company cannot justify forcing me to keep a defective bike, yet that is exactly what they are doing and setting absurd terms for minimal, unacceptable compensation and waiting five ore more months for a new battery. It is fraud for them to force me to keep a bike that they had to recall in November 2024 because the battery catches fire. It is very upsetting that Canyon is not making this right for customers who want to return the bike for a refund. 

• Initial Complaint

  Date:01/13/2025

  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.

  Subject: Complaint Against Canyon Bicycles Defective Product and Lack of Resolution Business Name: Canyon Bicycles Case Number: #******** Your Name: ***** ******* Order Number: ********** Complaint Summary:I purchased a Spectral:ON CF9 bike from Canyon Bicycles on June 2, 2024, for $4,271.70. Recently, I received a safety notice from Canyon advising me not to use the bike due to a defect in the battery that could cause fire hazards. This defect renders the bike completely unusable. While Canyon offered a $200 refund as a resolution, this is inadequate and does not address the severity of the situation.Despite my repeated attempts to resolve the issueincluding proposing reasonable solutions such as a replacement bike or a full refundI have received only generic, repeated responses and no meaningful action. The company continues to reference a 30-day Home Trial policy, which is irrelevant given the nature of the defect.This situation constitutes a breach of the implied warranty of merchantability, as the product is unfit for its intended purpose.Desired Resolution:I request one of the following:A full refund of $4,271.70 A replacement bike of equal or greater value.Canyons lack of responsiveness and refusal to resolve this issue is unacceptable. I am seeking BBBs assistance in obtaining a fair ****************** Information:***** ******* ************************************************************************** ******************* ************

  Business Response

  Date: 01/15/2025

  Hello *****,

  Thank you for submitting a complaint regarding your Spectral:ON. We have provided a solution in your original case to resolve this issue.

  If you have any questions in the interim, please continue the communication in your Canyon case.

  Thank you!

  Customer Answer

  Date: 01/15/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** *******
  
   
  

• Initial Complaint

  Date:01/06/2025

  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 bought a Canyon Grizl:On bicycle in 2024. Their ad highlighted several accessories that I need to make the bike fully usable to me and were a determining factor in my decision to buy the bicycle. The items showcased in their ad for the bicycle have never been made available in the **. They have been available on their European site, but that site will not allow shipment to the **. Canyon should make all the accessories they use in their marketing in the ** available in the **. Now I have a bicycle I spent over $5000 on that I cannot fully use because they have never made the highlighted accessories available. There are other products from other manufacturers I could use, but none of these fit the proprietary mounting points Canyon chose to build into their bikes. Again, since they market the items and made proprietary mounting points that only their accessories fit, Canyon should make these marketed items available to their US customers.

  Business Response

  Date: 01/07/2025

  Hello BBB,

  We have responded to this customer via email in his case.

  ********************** case reference number: 07410630

• Initial Complaint

  Date:12/17/2024

  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.

  Canyon identified a defect on their e-bike battery that makes the bike unsafe and unusable. They have offered a modest refund of $231. The bike cost was over $4,500. Further, they are making it incredibly difficult to file a claim to get any refund at all. They need to allow for full returns with a full refund.

• Initial Complaint

  Date:08/18/2024

  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 Canyon Torque ON CF8 for $5499.00 on 12/6/23. Canyon claims that the bike is 5E category, built for very challenging, highly blocked and extremely steep terrain. There is a design flaw with the Canyon GP ******* Skid Plate. I have replaced this 3 times. The Skid Plate is the only thing covering the bike battery and motor. I have had the Skid Plate fall off multiple times very deep into the ***** and the bike cannot operate without it. This part is the c**** in its armor. The bike cannot be operated in the terrain that Canyon intended it to be. If I thought they had any intention of redesigning the Skid Plate I would definitely keep the bike. The tension strap that holds the Skid Plate on is also located in a very vulnerable spot and is prone to failure.

  Business Response

  Date: 08/19/2024

  Based on the images that were provided, Canyon Bicycles has determined that the bike in question is being misused by the customer, which violates the Terms and Conditions of Canyon's Limited Warranty. We are providing an excerpt taken from the Terms & Conditions of Canyon's Limited Warranty, which can also be found here: ***********************************************************************************;

  The Canyon limited warranty does not cover damage caused by crashes, misuse or neglect, including use in a usage category higher than the stated category for your bicycle, as indicated on the sticker on your bicycle frame and discussed on our website and in your owners manual. For example, Condition 1 road bikes are designed for riding on hard-surface roads where the wheels remain in permanent contact with the ground, and damage caused by using your Condition 1 road bike as a mountain bike will not be covered.
  
  Other examples of non-covered events include but are not limited to the following:
  
  neglect of product (lack of care and maintenance);
  modifications to frame or fork (for example, engravings or lacquering);
  mounting and alteration of additional components that were not expressly approved by us or replacement of our original components by components that do not have a similar quality;
  crashes;
  excessive load;
  jumps or other types of overstress; or
  excessive loads of any other kind.
  

  Customer Answer

  Date: 08/20/2024

  Its clear by Canyons response that they are taking no responsibility for the design of their products. Theyre comfortable making accusations of misuse and abuse by the customer. They make reference to a category 1 road bike being used for off road trails which has no bearing on my claims. I own a category 5 Canyon Torque ON CF8 and the trails I use it on easily fall into category 5. They also refer to the third party down tube and skid plate protection as a violation of their warranty. Its convenient for Canyon to use this excuse. If their product was designed properly there would be no need for any additional protection. Im disappointed by the ignorance and lack of imagination that Canyon has displayed to solve this problem.

  Business Response

  Date: 08/20/2024

  Based on the information provided, Canyon Bicycles understands that the bike is functional, but requires spare parts to be operable. Therefore, Canyon would like to offer the customer the required replacement parts at no cost. A **************** Agent can assist the customer with the order at their earliest convenience. The customer's account has been updated to reflect this offer. 

• Initial Complaint

  Date:06/20/2024

  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.

  Canyon Bicycles USA, **** Did not honor the warranty as advertised. My less than 1 year old ~$6000 Aeroad CF SLX bike was damaged due to faulty quality assembly. The chain guard failed during a ride and damaged the frame. I was fortunate not to be injured. I submitted a Warrenty request with all the appropriate documentation after multiple email correspondence. Canyon Bicycles USA, **** Has a 6 year Warrenty on frames. They just sent me a rejection notification after weeks of back and forth. I found this to be a failure to comply with their contractual obligation.

  Business Response

  Date: 06/23/2024

  Canyon Bicycles is currently working with the customer to find an alternative solution. It has been determined and confirmed that the damage to the customer's bicycle is not covered under **********************'s Limited Warranty policy, as stated in the Terms and Conditions which can be found here: ******************************************************************************

  Canyon has offered the customer the ability to purchase a replacement frame of a different model bicycle at a discounted rate or the choice to wait for a direct replacement to come back into stock, as part of Canyon's Crash Replacement Program. The customer will need to decide which option is best suitable for their needs and inform Canyon of their decision. The customer also has the right to refuse this offer.

  Customer Answer

  Date: 06/26/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************