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:08/12/2024

  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 an e bike in December of 2022 and another in 2023. The Summit bike is apparently no longer being sold. Due to the shape of the battery compartment, the required battery is unique to this bicycle. Without the battery the bike is useless. I contacted Jupiter for advice or remedy. They suggested buy a battery quickly as there is limited availability and going fast. An e bike battery has limited life span used or not and requires charging even when not used making a battery purchase before needed a waste of money I feel that Jupiter should buy back the soon to be worthless ebike, continue to support its products and be accountable for their unfair business practices

  Business Response

  Date: 08/12/2024

  Hi ******************,

  I received your complaint and appreciate your concern.  I see that you purchased the bike in March, 2023 for $1,499.99.  Are you having battery issues now or concerned that if you do have issues, there may not be replacements available?

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22126106
  
  I am rejecting this response because:it is a question not a response. The business continues to sell a product that is out of production with no remedy for future care making it worthless. I contacted the business that offered to sell a battery that has a finite life span from the time it is produced not purchased. This makes the bike unuseable as the construction of the bike allows only for a specific battery which I was told would no longer exist. No one buys an electric bike that is completely obsolete or parts only in 2 years.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/15/2024

  ******************,

  Despite what you were told, we still have access to parts for your bike, although we don't know for how long (depends on the part and future customer orders).  We are running low on batteries at this time and will put in an order from the manufacturer to restock.  If you would like to purchase a battery now while they are in stock, we would be happy to offer you a 10% discount.  

  I am very happy to hear you are having no issues with your bike at this time and that you plan on using it for many years.  It's one of our favorites!

  Please contact us if you would like to purchase the battery or if there is anything else we can do.

   

  *************************

  Chief Operating Officer 

  Jupiter Bike

  JupiterBike.com
  
  

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 22126106
  
  I am rejecting this response because:

  It is not fair nor reasonable business practice to sell products that are obsolete. (Note jupiterbike.com/summit)
  You still lists the obsolete product for sale knowing the battery, which is specifically required, will no longer be made. As stated previously, regardless of your stating a comment I did not make about the bike, noone pays for an item that is knowingly obsolete. Even if the batteries are still available,the death of the batteries has begun, making the bicycle unuseable. You need to list these bikes as obsolete and unuseable, remove them from sale and stand behind your product to your existing customers. If you believe a 10 percent discount on an a battery, that is available to any online visitor, is standing behind your customer then I surely decline the offer and wish to explore my other options.
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/16/2024

  ******************,

  When bike models are being fazed out, we inform the customer so they may make the informed decision.  We also keep parts on hand to support them for many years, as we do for your bike.  We do not have this bike for sale.  As there is nothing wrong with your bike or battery, there is nothing more I can do for you.  Please reach out if/when you need parts, service or support on your bike.

   

  *************************

  Chief Operating Officer

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 22126106
  
  I am rejecting this response because

  From your Technical Servives Manager
  
  We are limited on what stock we have left. The batteries are going fast as other people know that the bike and parts have been discontinued. The factory that was producing the bike and the parts is no longer doing so. After we sell out of the stock we have we will not longer be getting part for this model. I apologize for the inconvenience.
  Be Well,
  Will *****
  ************
  Technical Services Manager
  
  From Gemini artificial intelligence stating battery lifespan decreases at time of manufacture
  
  See screenshot attached. So you propose to sell batteries that are old and limited lifespan that are required and the only option to make the product useable? That is your business standard and business model? Furthermore you did not inform me you were " phasing out" my ebike. I found out on my own. Some parts may be useable  in the future but a unique battery no longer manufactured makes it unuseable.
  
  Despite your claim of no longer selling them I visited your website today at **************************************************************************************************************************************************************************; with Summit still listed for sale. See also screenshot attached
  
  Your statements are neither forthright nor consistent with standard business practices. I will  spread the facts and seek litigation .

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

• Initial Complaint

  Date:05/22/2024

  Type:Sales and Advertising 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 received an email from the company for an offer to buy 2 Jupiter X5 bikes for $999.00. I decided to buy them and went to the website to order them. I was having difficulty trying to find the offer, so I decided to call directly. I spoke to a man named *************************** and told him what I was trying to do. I sent him a copy of the email that I originally received from them. He told me they had another offer going but I told him I wanted that one. After some conversation, he said they werent going to honor that offer. I didnt know what to do so I decided to reach out to you in the hope of resolution

  Business Response

  Date: 05/24/2024

  ********************,

  The promotion you received was for 15% off your first order.  There was a typographical error on it that instead of showing you the price for "Each" bike with the 15% off ($999), was written as the "Total" price.  I apologize for the typographical error but the contents explained clearly the promotion was for 15% off the total order.  Thank you for informing us of the error.  We have corrected it and you can see the correct promotion without the typographical error (attached).

   

  Per our Terms of Service (***********************************************************), we have the right to refuse or cancel any order due to typographical errors.  Below is the sentence from our Terms of Service.  

  "Typographical Errors. In the event a product is listed at an incorrect price due to a typographical error, Jupiter Bike shall have the right to refuse or cancel any orders placed for said product(s)."

   

  I'm sorry for the confusion and willing to give you an additional discount for your troubles.  

   

  *************************

  Chief Operating Officer

  Jupiter Bike

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21744694
  
  I am rejecting this response because:
  I received not 1, but two emails for the same offer, even after my initial complaint that I filed. I have nothing to do with the errors that are put on your website or offers sent to me. I am still willing to buy the bikes with the offer you sent me. 
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/01/2024

  Im happy to offer an additional discount but cant sell the bikes below our cost.

• Initial Complaint

  Date:03/04/2024

  Type:Product 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 Jupiter Defiant bike the last week of May 2023. I rode it twice, for a total of 40 miles and discovered it to not be functioning properly. The motor would fail to kick in, other times it would provide a high level of assist despite being set to level 1, the battery would show it was completely dead only to show completely full moments later. The charger was bulging and clearly defective. It, and the cord, would get exceptionally hot and the charge indicator light would alternate colors despite not being touched. The bike has a 1 year warranty. The defects clearly fall within the warranty. On 1/26, Jupiter informed me they would send a replacement throttle to the bike shop to be installed under warranty. They have yet to send the throttle. I have followed up multiple times with no response. I emailed more than 24 hours ago requesting their address for service of process since I will clearly need to *** since Ive been deprived of a working bike since 1/2, when I first contacted Jupiter, and have been left with a non functioning bike despite the warranty. Jupiter clearly sold a lemon and refuses to stand behind their product. Worse yet, theyve demonstrated bad faith by promising to send replacement parts and failing to follow through, and failing to respond to repeated inquiries.

  Business Response

  Date: 03/04/2024

  Tell To whom it may concern.
  
  Facts of ************************* dated from October 17 2023 - February 26 2024
  
  ************************* first contacted us on 10/27/23 requesting that we send her a potential free bike rack for a Defiant that she purchased from any and all bikes on 5/24/23 (Photo proof of the sales receipt was provided) as the Defiant does not come standard with a rack. ****** relayed that we do not send out free racks and that one would have to be purchased. She asked about and other rack that would fit the bike, and ****** relayed the following information. 
  
  "Oct 18 12:42
  HI Again! our racks are proprietary to our bikes. If you sign up on the website you can get a 15% coupon sent to you via email!. Her next response was on December 20 2023. *** following was her next inquiry 
  
  Dec 20 03:09 Do the fenders for the defiant fit under the rear rack? Im considering buying both to add to my defiant. Thanks!****** responded to her letting her know that the combination of the rack and ******* would work together without any issues. ******* then asked for a free shipping code in which ****** replied with the following.Dec 20 10:07
  Good morning,Unfortunately I can't provide you with a free shipping code, however if you order through our website you can use the HOLLY20 code which will give you 20% off the entire order.Her next response was on January 01 2024. Such is the following
  
  Jan 01 15:33
  To:Jupiter BikeSupportHi,I have a refurbished Jupiter Defiant. I purchased it in June so that I would be able to take it places in the trunk of my car but have gotten minimal use out of it because its too heavy for me to lift into the car. It has been stored in my garage. Ive ridden it twice for a total of ***************************************************** my house. *** bike has the following problems:
        *** chain rubs against the back wheel in the two lowest gears
        *** charger gets extremely hot when plugged in
        *** light on the charger changes from red to green on unpredictable intervals without being touched
        *** charger is bulging and warped
        ********* doesnt kick on or provide assistance at times, regardless of the setting its on or the speed Im pedaling. Occasionally turning the power off and back on resolves the problem for 1-3 minutes, other times it has no impact
        ********* will kick on to a low level of assist when set to a high level of assist. It will often turn off completely
        ********* will kick on to a high level of assist when set to a low level of assist, jerking me unexpectedly this is VERY unsafe. It will often turn off completely or decrease unexpectedly
        *** console will sometimes say the battery is completely dead, then moments later show the battery is completely full
        *** console will sometimes show a speed of 0 when Im pedaling rapidly
  Please send a mobile bike mechanic to repair or replace the bike since I cant lift it so dont have a way to transport it to a bike shop. Its incredibly disappointing for such an expensive bike to have SO many issues right out of the gate. I definitely regret having purchased a Defiant.Thanks,
  *************************

  Please note that Jupiter bike does not have any mobile shops in that area however ****, one of our technicians provided ************************* with a name and phone number for a mobile bike repair company (******* - ************** Services - **********). ************************* Seemingly ignored that information. We also do not exchange any bike without proof of defective parts and or electronics from a reputable bike facility.************************* only ever asked to have the bike exchanged, but never brought the bike in to have it diagnosed.Her next response is the following.
  Hi,Whats the status of the warranty repair work? Its now been a week since I contacted you about the issues and you advised me not to use the bike (the battery and charger) due to visible defects.*** at Any and All Bikes is not interested in looking at it. *** store is not a repair shop.Thanks,
  *******
  
  Please note that she never had the bike diagnosed. No parts were given as we did not know what the true issue to the bike was. Without this information, we cannot assist to the best of our ability. *** following is a conversation between *******************, an individual named *** from ****** Climate ********************** and Resilience, and *************************
  
  1 - ***,Do you realize ******* was never even able to ride the bike she bought from Ride1up? I assembled it for her but couldn't let her ride it because the hydraulic brake levers pulled all the way to the grips and the headset was damaged in a way that made me unsure if it was even safe to use. She opted to contact the manufacturer rather than have me spend more time on it, bleeding the brakes and messing with the headset, but after hearing how much hassle they're making it for her I wish I'd just spent the extra hours to do it myself.It sounds to me like the ***************** is getting ripped off. A non-functional e-bike doesn't cut any carbon emissions.Perhaps the problem is money up front. I noticed that unless a recipient has a significant amount they're willing to spend with the voucher there are relatively few options and they're all very low end.A low end bike has low end components and is a lot harder to get properly adjusted even when new. ***y also go out of adjustment and/or fail far more frequently so keeping them out of the landfill involves shelling out lots of cash to a shop or investing a lot of time studying bicycle maintenance.*** voucher program will be more effective at cutting greenhouse gas emissions long term if the vouchers are not used on super low end bikes.******************* (Please note that ride1up has no affiliation with Jupiter Bike. Furthermore, the Defiant bike that ************************* purchased does not have hydraulic brakes as this bike was purchased on 5/24/23. We did not have any Defiant models in stock yet that had hydraulic brakes available. She seemingly purchased a different model bike from ride1up. *** Jupiter Defiant she purchased was purchased from Anyandallbikes. *** conversation between *******************, ************************* and *** are seemingly for a different make and model bike.)
  
  2 - Hi ***,With respect to the Defiant, a warped, bulging charger cord that cycles between red and green lights and gets exceptionally hot is not a problem? *** told me Jupiter was shipping out a replacement, but you're saying everything is just fine and I should go ahead and use it when I get it back from Any and All Bikes?With respect to the ride1up bike, I'm appy to send pics of the issues with it so you have a full understanding of the condition in which it arrived, if you'd like. Just let me know.Hopefully you've been diligent enough to call ****, at eForce to get his assessment of the bike and are well abreast of the situation which, according to ****** (CEO at Ride1Up), required "hours and hours" of shop time. Among other defects, the rotor was bent, the bike had a split compression washer, a crown race that was dented in multiple places, a dented dust cover, spongy brakes and three loose screws including one due to a stripped s**** hole in the bike frame. I think some of the damage may have been the result of the box arriving completely torn open, as immediately reported to Ride1up, with photos, the day I received it. **** validated our concerns as well as the need for the bike to be professionally repaired. Sharing this info just in case you didn't get the full story from Ride1Up or are under any disillusion that the issues were minor, cosmetic in nature or didn't affect the functioning of the bike. Clearly, that wasn't the case. ***'t take my word for it, though, give **** at eForce a call **************.For the record, I didn't ask for a replacement state voucher. All I've ever wanted was for the bike to be repaired such that I can actually ride it, something I have yet to do. Nor did I request for a replacement city voucher. Indeed, I emailed you and asked if a replacement city voucher might be an option IN EXCHANGE FOR DONATING THE DEFIANT TO YOU/THE CITY in the event Jupiter couldn't connect me with an authorized repair shop/get the bike repaired. As mentioned in my emails to you, there aren't any Jupiter authorized repair shops listed on the Jupiter website, and when I spoke to *** on the phone on 1/2, he said he focused more on sales and didn't really do repairs so I was trying to find another shop, any shop, that could deal with it. Just want to clarify, for the record, given your email lends itself to an inaccurate impression.Regards,
  *******
  
  3 - I just replied to the thread. I dont think *** has any clue of the issues with the Turris. Hopefully shell call Eforce.Not sure why she brought up replacement vouchers. *** defiant is being looked at, and might be functioning okay now, so its irrelevant. I didnt raise the possibility of a replacement state voucher. Had ride1up stuck by their initial statement and refused to either exchange the Turris for an identical non damaged one or pay for shop time to fix the bike, I think they should have been banned from the voucher program. Within an hour of my emailing the state voucher program as much and ccing ride1up, they changed tune and said they would stand behind the damaged bike (damaged straight out of the box, mind you) and get me a rideable one.I dont know why the defiant didnt do weird stuff for ***. Hes an honest guy tho and I trust him. *** bike was okay for the first third of our ride so maybe its an intermittent problem. *** problem didnt happen every time I started pedaling either and since *** didnt do a lot of starting and stopping, I guess it didnt happen for him. Regardless, the problem isnt ***/Any and All Bikes or ****/eForce. Its been the manufacturers - Jupiter saying I could only go to an authorized retailer but that there were none in the state, and ride1up attempting to pass off the significant defects that rendered the bike unusable as minor.Hopefully the defiant charger doesnt start a fire and burn down the rental house or apartment complex. If it does, make sure everyone knows I was following Sues instructions and just using my bike, which has nothing wrong with it!4 - Good morning *******,If you have issues with the bike that your purchased, it is between you and the manufacturer.Sue  ********************* | Electrified Mobility Administrator
     Office of Climate **********************, Resiliancy
    *************************
     Pronouns | She/Her/Hers
    Cell: **************
     Email: ********************************
                                                                   Social: ********|Instagram|TwitterThis conversation happened between January 24th and 25th of 2024.*** next response from ************************* was the following
  Feb 12 23:41
  To:Jupiter BikeSupportHi,
  When will any and all bikes receive the replacement throttle? Were having unseasonably warm weather this week and Id love to be riding my bike
  Thanks,
  ********* had informed her multiple time that without a proper diagnosis we cannot just send out parts. On February 21 2024 she responded asking where the throttle was thinking we told her we were going to send one which we never said.
  To this day 03/04/2024, ************************* is still asking for the bike to be repaired and or exchanged, but reading the above will show that she is simply telling the state that she wants the bike repaired. Once again, we cannot do anything without proper written and photo documentation from a reputable bike repair facility explaining what they believe to be the issue with the bike. We have done everything in our power to assist ************************* in getting this issue resolved, but were never given the appropriate information from her in the way of professional diagnosis. (edited) 
  denvergov.org
  Climate ********************** & Resiliency
  ****** is taking urgent action to cut carbon pollution. Our vision is to build a resilient city for all current and future Denverites. Science guides our climate goals. *** community shapes our approach. Come with us on our journey to make ****** a safe, healthy, resilient, and sustainable city.
  ********
  Log into ********
  Log into ******** to start sharing and connecting with your friends, family, and people you know.
  X (formerly Twitter)
  ****** Climate ********************** & Resiliency (@DenverCASR) on X
  Taking #ClimateActionNow for 700K Denverites. Part of the @CityofDenver.
   why here...

• Initial Complaint

  Date:03/20/2023

  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.

  I purchased a new electric bike (Jupiter Bike; Model Atlas) via the ****** Next website in Feb 2023. Two major problems exist. 1. The gear does not work properly. 2. The battery does not deliver even half the miles claimed by Jupiter. I spent hours waiting on the customer service telephone line with no response. Only one time was I able to talk to an agent who transferred me to Tech help. No one responded from tech help in the last two weeks despite my many attempts. I sent several emails. No response to the emails either. I am in **. I cannot physically go to ** to redress the problem or return the bike. I want Jupiter to contact me and solve the issues or send a better replacement battery. The time window to return the bike is expiring soon. ****** customer service does not deal with purchases from Costc Next. Invoice No. :***** PO / Web Order :****** Invoice Date :2/13/2023

  Business Response

  Date: 03/28/2023

  We contacted the customer again and concluded its easier to return and refund than repair.
  We extended the return window from our normal 90 days to 120 days. The invoice was dated 2/13, so there's still plenty of time. 
  We sent a prepaid shipping label and well give a full refund when we get it back.

  Customer Answer

  Date: 03/28/2023

   
  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.
  
  Sincerely,
  
  ***************************************