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Business Profile

Electric Bike and Scooters

VanMoof

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electric Bike and Scooters.

Complaints

Customer Complaints Summary

  • 13 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/20/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    Last September, Van Moof, an e-bike company, offered a ******************** program through my employer. I agreed to a year-long lease contract for a bike, with the option at the end of the year to purchase it or cancel the subscription and return it. Van Moof went bankrupt this summer and changed ownership (according to their website and email communications), continued billing me for the lease subscriptions, but has not returned any customer service calls about how to return the bike when the subscription expires. I have contacted them on September 9th, November 11th and again November 20th requesting information on cancellation and return of the bike. My subscription will renew again on Dec 4, 2023 (making it the 13th month of the contract) and I still don't have information on how to cancel my subscription and return their bike. Could you help me get them to cancel my subscription and allow me to return their bike? Also, I do not authorize BBB to publish the text of this complaint or any of my personal information.Thank you,****

  • Initial Complaint

    Date:09/22/2023

    Type:Product Issues
    Status:
    Unanswered
    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 got a Vanmoof bike through the subscription method through my employer (Amazon) in August 2022. The subscription was supposed to be 12 months and end on August 2023, Vanmoof was supposed to send me a box to send back the bike to them but they are not responding to emails and their phone number ************** does not have an option to talk to a representative, it instructs you to go online and use their chat feature or email them. I have sent two emails via their chat feature, one on August 31st 2023 and the other on September 22nd 2023.I have not gotten any response, and they keep charging my credit card. I would like to return the bike and stop them from charging me in the future.

  • Initial Complaint

    Date:08/29/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 have a lease with VanMoof through work. I have had this lease for about a year and a half. They recently raised rates without warning for the same bike, when I asked why they said local taxes. I asked for a breakdown of the taxes and never got a response. I have now emailed three separate times to cancel my subscription, but the customer service will not respond and keeps charging me. I just want to cancel my subscription and buy out my lease or just return the bike!

  • Initial Complaint

    Date:07/05/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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 2021 VanMoof S3 ebike is giving an error code 44 indicating a problem with the e shifter. I contacted the company and received an initial response on 6/14/23. Since that time there has been no response to my ongoing inquiries on how the bike will be repaired. I have sent multiple emails. I am unable to use the bike due to this defect.

  • Initial Complaint

    Date:05/22/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 VanMoof S3 bicycle from the VanMoof website on January 19, 2023. A month ago, I started having issues with the bicycle boost feature in that it is acting erratically (working sometimes, but not most of the time). I have written to them twice on their online webform to notify them of the problem, each time waiting the five days they said it could take. I am not receiving any response. I respectfully request your help in obtaining a response from the company on how they can help me fix this issue. The product is still well within the one year warranty. If repair is not possible, then I will seek a refund. Thank you.

  • Initial Complaint

    Date:05/18/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Working with Vanmoof they sent me a broken bike which was broken from the beginning and can not work. When trying to talk to customer support they told me I have to take time out of my day and spend extra money on transportation to get the bike fixed even though it was sent to me broken.

  • Initial Complaint

    Date:11/02/2022

    Type:Product Issues
    Status:
    Unanswered
    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.
    Returned bicycle in person after it broke on the first ride. After 3 weeks company claimed they did not receive the bicycle.

  • Initial Complaint

    Date:10/19/2022

    Type:Product Issues
    Status:
    Unanswered
    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.
    Vanmoof is an electric bike leasing program that provides it's customers with the use of high end bikes without having to purchase them. Once enrolled in one of their leasing programs, they ship you a bike to your home address. I have received the bike, and have found it quite nice. However, I will be leaving the country for a while (unexpected trip to visit family), and need to return the bike asap, as I'll have no safe location for storing it. When contacting VanMoof I was told to return the bike to their nearest shop. Their nearest store is in *******, ** and I live in ********, **. This is more than a 8 hour round trip for me to be able to return the bike. Shipping the bike is prohibitable expensive, as the box plus shipping costs will run well over $150. I am already eating up the cost of having to pay for the remaining duration of the contract, despite of the fact that I will not be using the bike during this time. I do not want to spend an additional couple hundreds of dollars to return the machine. Additionally, they do not have a support phone number and/or any local customer support representatives withwhom I could communicate. I would like a pre-paid shipping label for me to return their product and/or a scheduled pickup time for the bike. If possible, I would like to terminate my contract immediately and

  • Initial Complaint

    Date:10/15/2022

    Type:Delivery Issues
    Status:
    Unanswered
    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 company sent incorrect tracking information on items that were delivered and *** have confirmed delivery on an item that wasn't delivered but had the same tracking information as the incorrect items. They delivered multiple items with same tracking information but haven't delivered all the items ordered. I was on vacation and had to call someone to collect the packages. They knew I was on vacation and have used my address to delivery extra packages while I'm not here.Ive managed to recover 3/4 packages sent while I only order two items.Ive visited the store multiple times to get a repair and have been charged after I bought theft and maintenance. The company continues to charge my account and doesnt maintain my bike, I paid for the maintenance. I have to continue to wait for repair appointments, while there arent appointments available within the week of a breakdown. There almost a month a head of time. I have to wait almost a month with a broken bike! And Ive reported a problem to the customer service, they expected me to walk or order a ride share to deliver the bike to the mechanic. The bike is heavy and while problems happen to the bikes rear wheel that make it impossible to roll on to the subway. Its extremely difficult to carry without a strap attached to the saddle. Ive expressed this concern for a need to use a strap and the company have responded both in person and in email. But they dont care to keep the customer in a fit condition or provide services advertised while I bought the bike.Ive lost over $100,000 after buying the bike due to security measures the bike has caused me. Its not safe for people to use unless they plan to work for the media and they havent catered for public relations at the time of purchase and continue to imply PR when visiting the shop. They have disrespected customers completely and dont respect the history of men and who have provided for the ********** of American business.

  • Initial Complaint

    Date:10/13/2022

    Type:Product Issues
    Status:
    Unanswered
    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 my original bike from VanMoof on May 8th 2018 it was $2498. Took it in for service January 24th 2022, they said they couldnt fix it. They offered me a trade in deal on a new bike. I was told if I didnt like my new bike within 14 days I could return in and get my money and old bike back. I got my money back but never received my old bike back and despite the electrical components on my old bike failing it was a perfectly good bike that I paid a good amount of money for. Ive contacted VanMoof various time over months with no solution its now October 13th 2022 and Ive been more than patient . I would like my old bike back or some kind of compensation.

VanMoof is NOT a BBB Accredited Business.

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