Complaints

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• Initial Complaint

  Date:10/10/2024

  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 JP La Mere's eSummit e-bike with a maximum speed of 28 mph, for $13,500 on the 15th November 2022 with a quoted mileage of 250. I needed a 28 mph ability to pull my service dog in a ****** Bark Ranger. At approximately mile 600 +/- the motor malfunctioned. On 22, May 2024 i took the e-bike to A7 cycles in ********************** and they diagnosed that the motor needed to be replaced. La Mere cycles guaranteed that the motor would be replaced under warranty.After a multitude of telephone calls and promises by LaMere, A7 cycles finally received the warranty motor on 19, July 2024. I paid A7 cycles $149.30 for the install of the new motor. A7 cycles normally charges $5.00/day for storage but kindly waived the fee, which would have been $290. However, the replacement motor shut off at 20 mph. It never reached the original motor's shut off speed of 28 mph which is necessary for me commuting and towing my service dog. I returned to A7 cycles and they told me La Mere cycles had done an adjustment to the original motor I had purchased to make it perform up to 28 mph. This was surprising to me! LaMere then promised to send something to A7 Cycle shop's computer so they could make an adjustment to the replacement motor to the 28 mph ability. It has been 83 ********* Cycle's has reached out to LaMere & still has not received the ********** dispute is that this is kind of like replacing a full size pickup truck V8 motor with a ************************ My suggestion to resolve this dispute is for LaMere to replace the shimano EP8 motor with the new upgraded Shimano EP801 motor which shuts off at 28mph like the original motor.

  Business Response

  Date: 10/28/2024

  Hello this is JP LaMere the owner of LaMere Cycles. We supplied ***** one of our electric mountain bikes, the eSummit which had a motor in it that was indeed speed tuned by the previous owner. 

  We as a Shimano OEM can not provide chipped, or hacked, or tuned motors. So when we replaced her motor on warranty, we gave her the normal Shimano EP800 motor that is indeed limited to 20mph. When ***** complained about the new lower speed we offered to upgrade her to the new EP801 *********** but there is a large cost to this as it is a whole new motor and battery and controls system and she was not inclined to incur that expense. We are still ready to do this upgrade if she wants, no problem.

  We are also a little nervous for her dog being pulled at over 20mph yeowza!

  We are here to answer any questions from BBB or *****, our shop phone is ************.

  Thanks! JP LaMere

  Customer Answer

  Date: 10/31/2024

   I am rejecting this response because: 

  JP stated in his response that their company as a Shimano OEM couldn't provide chipped, hacked or tuned motors when that is exactly what he sold me.   JP LaMere sold me his low mileage 28 mph eSummit bicycle that he personally speed tuned. He stated that it had been tuned by the previous owner.  However, he told me that he was the owner of the eSummit & he/his company sold it to me.  That was one of the major reasons I bought the bike.                              
  A7 bike shop in ************** ** communicated with LaMere Cycles over a period of 2 months waiting for them to send a computerized upgrade to speed tune the motor to 28 mph.  As I stated in my original complaint; once A7 received the warranted motor (2 months later) it shut off at 20 mph not the original 28 mph motor that came on the bicycle. Max, LaMeres service manager, promised to send the software upgrade of the Shimano factory part override to A7 which was never received.

  
  After riding the bike for 2 months, I called LaMere & spoke with Max. I inquired why they still hadnt provided A7 with the necessary override information which they are still waiting on. I was never offered the new EP801 28 mph motor. During a telephone conversation, I briefly mentioned to Max, what the cost would be to upgrade to the EP801 motor. He said it would be around $3500 minus $1200 for the warranty motor. We left it at that.

  
  We live in the ********** a very mountainous & hilly area.Although I stated that I needed the 28 mph motor to pull my service dog, I also use the bicycle for snowbiking, commuting,bikepacking & mountain biking. I am very conscientious about the speed while pulling my service dog.

  
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 11/14/2024

  Hi this is JP LaMere. That is not correct info that I stated I personally speed-tuned the bike we sold her. I would have NO idea how to speed tune a bike, I am not very handy with bike mechanic work in general, and especially in knowing how to speed tune a bike and logging into the software and such. I have never performed this service.

  ***** is correct, we have agreed to upgrade her motor system to the new speed version EP801 ************* that will assist her and her dog up to 28mph, at a cost of around $3500 minus $1200 for her existing motor we can take back and put on a demo bike or find a home for no problem.

  ***** if you want to move forward with this we are ready any time just let us know. If not I really don't know what to tell you as we as a Shimano OEM can not be involved in hacking, chipping, or otherwise illegally altering the software on any *************s which would put our Shimano OEM account in jeopardy. Hope you can understand this!

  Thanks, JP LaMere

  Customer Answer

  Date: 11/21/2024

   I am rejecting this response because:

  Words in these communications!  What I meant by JP personally tuning it was his company since he was the previous owner of the bike he sold me & the owner of the company.  One of his service technicians most likely did it. 

  As I stated previously, A7 Cycles here in ******* has initiated communication with Max at LaMere Cycles numerous times.  Max was going to provide them at no charge with the software to speed tune the 20 mph warranty motor to shut off at 28 mph. A7 Cycles hasn't yet received the upgrade they were promised.  They would be happy to clarify that with JP.

  Bottom line is I want the original 28 mph capability replaced in the eSummit that JP sold me.  I should not have to invest another $2300 after paying $10,000 for a bike that I purchased 2 yrs ago.

  As per JP's request I have recommended this great bike to many riders & I hope that they have purchased from him.  I hope that we can resolve this so I can continue to recommend them.