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:05/09/2025

  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.

  My son used his hard-earned money to purchase a Heybike from ****** on ******. It worked for 1 month, he got a flat tire, changed it on his own, and when he went to turn it back on, the bike would not work. I have been in a continued fight with this company since trying to resolve the issue. They have sent me multiple different parts to fix the problem, and nothing has been resolved. $540 for a bike that worked for 30 days, and because I inquired about it past the 30-day period, they will not do anything. All we are looking for is the company to stand by their product and do the right thing. But I guess the fact that they are not accredited by the BBB should be a red flag.

• Initial Complaint

  Date:02/11/2025

  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.

  The e-bike has less 150 miles on it and the battery connection seems to be faulty. Ran great for a short period of time. Contacted ****** bikes. Very polite but not offering or solving the problem. Feel like I am getting ignored or given the run around now. Purchased from ******* and their policy is if it involves a battery, returns only good for 30 days. Certainly I didnt spend 699 for 150 miles. I have had medical issues and I purchased the bike to help allow me exercise ( which I enjoy) but not be stressed

• Initial Complaint

  Date:07/25/2024

  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 tried canceling my order minutes after placing it when I found out the bikes were not even in stock .I was completely ignored on live chat and email, and they shipped the bikes anyways with ***** standard 7 day shipping even though they advertised 3-5 day premium shipping. after receiving the bikes they had scratches, gouges, loud whining/ grinding sound coming from the motor and missing the pedals, charger, font axel, took kit, reflector. they won't respond to your email or live chat unless you call them and even when they email you back after you can its very short and they don't respond back after your response. they ask for proof or missing parts and damage so I send videos and pictures and i have never received a response. The only thing they offered was a free basket or $30!! the bikes are not even complete!!! they keep ignoring my request for a refund. this is by far the worst customer service I've ever delt with

• Initial Complaint

  Date:07/16/2024

  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.

  Multiple emails, text, only two phone calls since April 2024. Promised refund of $120 total for phone bags that did not fit on bikes. Wanted to send back my husbands bike as he did not feel safe using it. They told me keep it and we will give you $$ back since the restocking cost was $180. I told them I would keep it then. All I want is a refund of the $120 that was promised. I send multiple emails and no answer. Now I gave them a date of July 10,2024 to give me refund on credit card and nothing. Told them I would be in touch with BBB. There customers service is terrible and they give any information back to the consumer.

• Initial Complaint

  Date:07/11/2024

  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.

  Purchased: *************************** Ebike Purchase Date: 06-07-2024 Purchase Amount: $1,047 Paid for "premium shipping" (3-5 business days), "usually ships within one business day"...Received Date: 06-21-2024 Shipping not as advertised, but this is not the main issue;A) I did not receive an accessory that I paid extra for B) there was damage on the front rim C) Flat front tire out of the box (I repaired myself) D) Disc brakes are not sufficient for stopping the bicycle. Have made several attempts to adjust and correct the issue to no avail. E) I've sent several emails now describing issues (per Jasions refund/warranty) procedures, and have not been able to reach anyone...I have also called several times and been unable to speak with any representatives..At this point, I have exceeded the warranty stipulations presented by ****************** (which seems a little suspect) and I would like to either receive a refund for the accessory (rear basket) I paid for, or get some sort of confirmation I will be receiving the accessory.Importantly, the ****** website is misleading. I don't believe this is an actual company, more like a "drop shop" on the internet. Consumers should proceed with caution, especially on larger orders.

• Initial Complaint

  Date:05/28/2024

  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.

  Financed a bike, was told 3-5 days for shipment. When I wrote to the company asking about shipment, they changed the shipment date to 5/23. When I inquired again, they said the bike is on backorder until 6/10. They had mentioned that if I switch to a green bike, I could get it sooner. At this point, I began to panic because I had ordered a green bike and I noticed they were calling me by my name on my email account and not the name my order is under. Ive been trying to cancel my order and when I put the return status on klarna so they dont take out another payment, the bike company claimed they cant refund if its in that status. They said if I remove it, they can refund me in 24 hours. Once I removed the status, they said it would take 10 days for a refund (another payment would be paid to them). I again let ****** know I was canceling the order and now the bike company is saying they cant refund me. So no bike, no refund

• Initial Complaint

  Date:03/26/2024

  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 two bikes from this company. One bike now shows a code of Error 9 7 miles on bike inside 90 day warranty I have made no less than 80 phone calls and 50 emails back and forth with both customer service and the warranty department ******************* states part is not covered even though inside 90 day. Warranty is all inclusive for 1 year on entire bike as well. Four weeks of emails and countless calls to rule out one issue, the controller. The company insists the controller is still the issue and has stated the parts will be shipped in 6-10 weeks. False advertising and unwillingness to honor the warranty. Bike should be replaced or refunded

• Initial Complaint

  Date:03/18/2024

  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.

  I was buying this as a gift. They never shipped the bike have been asking for a refund repeatedly by email and phone since 2/21 Each time they ask if I will accept a discount on an bike lock and I say no I want a refund

• Initial Complaint

  Date:02/28/2024

  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.

  11/26/23 we purchased a 2 electric bike combo EB7 2.0 & EB7 ST both advertised at 850watt motors for $1478 On 11/29 and 12/1 we received both bikes, assembled within a couple of days and noticed the boxes and stickers on bikes state 500watt motors Starting on 12/4/23 we communicated via email as instructed when we called customer service. We were asked to send photos of boxes and actual bike stickers and we did. The we got the runaround and the company unwilling to send correct item purchased. We offered to exchange them at local warehouse. Ultimately being told to disregard the sticker information and to be ensured the peak power of product is 850 watt and local government does not allow them to sell as such. As they were unwilling to provide us with product advertised and purchased we disputed with credit card company. After 30+ emails back and forth to resolve we requested a new invoice with corrected item received and with a $200 credit and we would accept that and resubmit payment. Their representative ******** agreed to $200 reduction in price. Then on 2/14/24 Jasionbikes submitted info to credit card company allowing Citibank to reverse dispute and recharging $1478. To which we again have appealed with ********, contacted ****** via phone and email to which they have not responded. This is bad business practice and do not feel it is legal, at minimum false advertising.

• Initial Complaint

  Date:02/09/2024

  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.

  I purchased two e-bikes online a week and a half ago. Both bikes finally arrived. The bikes are under a 1 year warranty and a 30 day return policy. Ive emailed the company right away that one bike is fine and the other has an issue. I sent pictures and video of the mid-drilled hole on the one bike making it unable to charge the bike while the battery is in it. This is one of the key features I purchased these bikes for. My last final reply from them over 24 hours ago now, because they wont answer the phone or reply now, is that not to worry I can just fix the hole myself. I let them know this is a defective bike and I would like a replacement since they are giving no other options and they wont reply now to the 3 emails sent and phone calls. *** replied asking for a manager or phone number to call. Ive replied that I bought a new bike not a used one to modify myself. Im starting to think I wont get this issue resolved. We paid and now they wont provide a proper replacement and Im worried they are not going to respond to me so I want to file a complaint! These werent cheap so this is a big loss and I feel cheated. Im more than happy to try to send my email thread also.