Complaints

This profile includes complaints for EagleRider's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  EagleRider

  7660 Dean Martin Dr STE 205 Las Vegas, NV 89139-5972

• 

  EagleRider

  5191 Las Vegas Blvd S Las Vegas, NV 89119-3258

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:05/06/2025

  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.

  Claim to have a fully refundable deposit if reservation cancelled at least 30 days in advance. I read everything while making the reservation and no where did it state that the refund wouldnt be back in the original payment method and would only be store credit (ie not refunded). Subsequently attempting to cancel resulted in being sent to fine print on a different part of their website

  Business Response

  Date: 05/06/2025

  Customer ********* ***** confirmed his booking online on March 25, 2025 at 3:29 PM PDT. At the time of confirming the reservation all customers are asked to read/review the terms and conditions of the reservation (see attached) which clearly state the breakdown of dates of cancellations and penalties imposed (see attached). The customer may also click on View Cancellation Policy link within the breakdown ***************************************************************************************************. EagleRider has not been contacted to cancel this reservation from the customer however if cancelled it will fall under the terms clearly stated at the time of booking. Please advise if anything else is needed.

   

   

   

   

  Business Response

  Date: 05/06/2025

  
  Cancellations made at least 31 days before the scheduled pick-up date will receive a full refund. If you cancel within 30 days, you may be entitled to a partial refund with the amount depending on when you cancel. All refunds are received as store credit, redeemable within one year from the issuing date.
  Canceling at least 31 days before the pick-up date
  A full refund will be issued as a store credit
  Canceling between 21 and 30 days before the pick-up date
  A 30% cancellation fee will apply, and a partial refund will be issued as a store credit
  Canceling between 11 and 20 days before the pick-up date
  A 60% cancellation fee will apply, and a partial refund will be issued as a store credit
  Canceling within 10 days before the pick-up date
  A 100% cancellation fee will apply, and no refund will be issued
  Please note:
  If you do not show up to pick up the vehicle at the specified pickup time, you will be considered a No Show and you are not entitled to a refund and you will be charged the full rental price.
  A $25 admin fee will be applied to a reservation that is modified between 30 - 11 days before the pick-up date.
  Any balances remaining after Cancellation Fees have been applied will be issued in the form of a Store Credit that may be redeemed within one year.
  

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23294031
  
  I am rejecting this response because:
  
  

  not properly disclosed
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:10/10/2023

  Type:Product 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.

  The group of bikers: Mafia Rock located in Saint ****** reserved a package who included hotels, rent of Harley ********* The group reserved the package beginning of March and received confirmation on March 19.At that time they all had to pay a reservation fee of $800 (or so). They never received by email a contract to sign however the terms and Conditions were available on the Eaglerider website. I sent you the link. On July 22, ******** got into an accident. He broke the 5th metatarsal in 2 places and had a sprained ankle. He went immediately to the hospital in an ambulance ant after x-ray he was put in a cast.On July 26 (or 27) he went to an orthopedic surgeon. The surgeon was adamant that ******** couldn't 1) travel by plane 2) and that he wouldn't be able to ride a bike (the injury was on the left foot). That day, 7 days prior to pickup the bike in las vegas (August 3rd) we sent an email and called Eaglerider and ******* also at Eaglerider to inform them and cancel the reservation. To be noted that at that point the entire amount ($4500 I think) was already paid. Their answer was that it was too late to get a refund. They gave the excuse that they had cancelation fee for the hotels etc. Knowing that we canceled on the 27 of August and that the hotels require only 24 hours to cancel, Eaglerider had 4 days to do so. It is obvious that they are looking for excuses to not refund the money. FYI they have a few complaints at the BBB.

• Initial Complaint

  Date:08/21/2023

  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.

  On January 18,2023 I reserved a ******************** King with a down payment of ****** on April 12,2023 I paid the balance of ******. For the dates of May 12,2023 till May 17th2023. I was notified on May 10th the bike was sold May 9th. It was bike week at ************ with no options but was offered a smaller less comfortable bike with no options I requested on original bike. Back rest saddle bags and windshield. I said I try with no other bikes available because it was bike week. I rode with my passenger for less than two hours before our backs were in pain and my sciatic nerve was acting up beyond belief. I called the dealership right away to return early the next morning and did. Come to find out I was still charged the full price of the much bigger and comfortable bike with no refund.

  Customer Answer

  Date: 09/23/2023

  Got paid back in full. Even the day I didn't expect back. Thank you for your help ! 

  Business Response

  Date: 09/25/2023

  This customer was refunded the full amount of $1,050.60 to card ending in **** on August 22, 2023 

• Initial Complaint

  Date:06/26/2023

  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.

  The membership is a fraud and does not allow you to cancel. The price of renting a bike is either the same price or more for members which is the opposite of the advertising. I signed up for a monthly membership and they will not let you cancel it for 12 months. This fraudulent and misleading business and practices should get them shut down. The dealerships are not to blame. The eaglerider website/app/company is the problem. Forced membership through misleading advertisements is wrong.

  Business Response

  Date: 06/26/2023

  Customer signed up online on April 28, 2023. At the time of sign up the customer agreed to the terms and conditions of a 12 month subscription that will end on the 12 month anniversary date by disabling the auto renewal. Terms and conditions agreed to at the time of sign up can be viewed directly at **********************************************************************.

  The same of sign up the customer confirmed a future reservation to start on May 30, 2023 utilizing his membership discount and benefits (WBERMSY010000014531) saving $334.00 by using the service.

  Retail rate for non-members = $482.39   Customer paid $148.39 to card ending in **** saving $334.00 compared to the retails rate, or non-member rate.

  Please advise if more information is needed. Thank you. 

• Initial Complaint

  Date:05/30/2023

  Type:Billing 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.

  Cancel subscription with Eaglerider. Refrain from taking money from my account

  Business Response

  Date: 05/31/2023

  ******************** signed up for the membership on June 26, ****. At the time of his sign up he agreed to the terms and conditions of the membership which can found here **********************************************************************. The terms clearly state that each membership term is 12 months and auto renews on the anniversary date (June 26) unless the customer disables the auto renewal function. Records show ******************** utilized his membership discounts and benefits on February 25, 2023 saving $1,140.06 on is reservation out of *********** (WBERMSY010000014389). Records also show that ******************** disabled his auto renewal of the membership on March 9, 2023. According to the terms and conditions his membership will end on June 26, 2023 with the last payment being proceed on May 26, 2023. 

   

  Please feel free to reach out with any other questions.