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Business Profile

Bike Rentals

Emazing Bicycle Co

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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 type

  • Initial Complaint

    Date:10/21/2022

    Type:Product Issues
    Status:
    Resolved
    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 8/17/2019 I purchased two emazing bikes from ******* ****** in ******** for ****** Both bikes have had problems where the power cuts out while riding the bike. ***** at ******* ******* replaced the batteries on both bikes and claimed that they worked. When I asked ***** about exchanging a bike for a bike that worked, he said I would need to contact the company. I contacted Emazing for the first time on May 6, 2020. They said they were working with their factory to resolve the issues and it might be possible, if it was available, for me to trade in the bike for their "new model of **** Model Artemis Plus." After checking with *****, Emazing said that we needed to work directly with ***** After several more interactions with ***** (and both bikes being retrofitted with new batteries), one bike seemed OK, and the other did not work. I lost faith that ***** could fix it. I asked ******* if they would buy the used bike so that I could move on, and they said they do not buy used bikes. I took the bike to a local Trek bike shop in *** ******* where I live, in order to have it fixed so I could sell it myself. The major problem is that the pedal assist works intermittently and the Trek mechanic said that something is wrong with the wiring harness. He is not allowed to fix the type of motor the bike has, and he said I had to to back to the dealer. I spoke on the phone to ******* and said I would be willing to bring the bikes to them for repair (a 2 hour trip each way). They requested that I put my concerns in writing and send photos, serial numbers and a copy of my receipt, which I did. They said they needed to discuss it with their engineer, but I have not heard from them for two weeks.

    I looked on their website to see if there are other dealers where I can have the bike fixed. I called a number of the bike shops listed, and they all said that they no longer carry ******* and they are unable to fix the bikes.

    Business Response

    Date: 11/17/2022

    Business Response /* (1000, 8, 2022/11/17) */
    Hi ******* *******
    We sent ******* an email talking about this issue on 10/23/2022. Please see the email attached below.
    We would like to help her for fixing this ebike.
    Sincerely,

    Sales team
    ***************

    Email sent on Sun 10/23/2022 as below:





    To: ******* ***** ******************************** Sun 10/23/XXXX XX:XX AM
    Hi *******,

    The torque senor would be examined or replaced with a new set if in need.

    It costs between **** and **** to replace a new ****** ****** ****** please check the price with the dealer.

    Our engineer would like to examine your e bikes together with our dealer, please keep update us.

    Thanks,

    *****
    ******* e Bike

    Business Response /* (4000, 23, 2023/01/03) */
    Hi **************,

    Since ******* doesn't go to our dealer stores in Oakland and Santa Clara, we recommend she can fix **** and **** at a Trek store in San Rafail she visited before.
    Also we have an option for her to resolve her complaint in an email on 12/28/2022, which copy was sent to you already.
    We would like to work with her for resolving this issue, after she choices the way we provided.

    Thanks,
    Emazing e bike


    Consumer Response /* (4200, 25, 2023/01/04) */
    Hi *****,
    Thank you for responding and providing me with two options for moving forward. I've been in touch with the San Rafael Trek shop and they are willing to review the instructions and video to see if they can fix it, if I take in the bike and you email them the information. Perhaps it is best to make sure they understand the instructions and feel confident making the repair before you send the part(s)? Also, that way they can quote me a price for the labor. Their email address is ***********************. Their address is***************************************.

    While I appreciate your providing a second option, I am not interested in investing more in a different Emazing bike.

    Please keep me abreast of what happens next. I am hopeful that this will resolve the bike's issues.

    Thanks again,
    *******

Emazing Bicycle Co is NOT a BBB Accredited Business.

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