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:05/16/2025

  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.

  I purchased a $3,610.95 CAD e-bike (Order #CA1190) from Eunorau in April 2025. After professional assembly by *******, it was confirmed that the battery cover would not latch due to a structural defect in the bikes frame not an assembly issue.I submitted a video and a technician's invoice confirming the problem. Despite this, the company has repeatedly sent dismissive and irrelevant responses (e.g., offering a new battery cover, even after being told the issue was not the cover but a metal obstruction in the frame).Their support ignored the professional diagnosis and attempted to offer quick-fix advice that did not address the defect. Ive spent weeks attempting to resolve this directly, with no meaningful action from Eunorau.I have now filed a chargeback with **************** and am requesting BBB assistance in ensuring the company provides one of the following:A full refund of the bike purchase Or a replacement bike in working condition I have copies of all email correspondence, video evidence, and the ******* invoice available upon request.

• Initial Complaint

  Date:07/20/2023

  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 ordered an e-bike from Eunorau in December of last year. From the get-go, we had issues. First, there was a squeaky wheel and then a squeaky rear brake. The company told me to clean the brake and when that didn't work, to replace the pad. I replaced the rear pad (at my own expense) but soon afterwards, while riding with my two children, I engaged the brake and heard a snap then a grinding sound. I looked back and the disc brake was leaking oil and was inoperable. Luckily no one was injured, but the bike was no longer functioning. I contacted the company again, who sent me parts to replace the entire rear brake system - something beyond my abilities. I took it to my local bike shop again at my own expense. The repair shop called me a few days later to say that the parts the company sent would not fit on my bike. They showed me photos of how the manufacturer had hand-modified a piece called the IS mount which holds the brake together and makes it function properly. The shop told me that these modifications made the rear brake unsafe and that even if we could put the pieces back together, the brake would always be a safety hazard. I contacted Eunorau again to inform them of the issue and provide photos. At first they denied the manufacturer's modifications but after the shop got involved and sent photos they eventually agreed that they had hand modified the IS mount. They also informed me that this is only an issue on their "older" models and they have remedied this manufacturing defect in "newer models". This is something that cannot and should not be done. After agreeing that they had done the modifications they decided to offer me an extended warranty (even though the bike is still under the original warranty) and to pay for me to take the bike to a different shop to install the dangerous IS mount. I refused and asked for a refund or a replacement bike without the modification. They told me this was the only solution they would offer and then went radio silent.

• Initial Complaint

  Date:07/19/2022

  Type:Service or Repair 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 an ebike from Eunorau. I had a display issue in the first 30 days, I was sent a different part as a warranty replacement, which had a shorter wire so I sent an email stating such. A few days later after having constant disconnects the bike shorted. The manufacturer had me open the battery to look at a fuse which was blown. I was told they would refund me, amd I was sent a shipping label, however they want me to have all the packing materials which I do not have access to. I addition to all of this I recently had back surgery and it is difficult to maneuver and disassemble this bike.
  I have been incontact with my credit card company and was denied based on the sellers statement, I have of course appealed this decision however I need additional help so this doesn't happen to more consumers, especially in the mobility market.
  

  Business Response

  Date: 08/31/2022

  Consumer Response /* (2000, 9, 2022/08/04) */
  As far as I know eunurau has refunded via my credit card and we have parted ways.