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Business Profile

Electric Bike and Scooters

Propel Bikes LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electric Bike and Scooters.

Complaints

Customer Complaints Summary

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

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Submit a Complaint

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 status

Complaint type

  • Initial Complaint

    Date:10/04/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    In May 2023, I purchased a ************* Packster 70 bike for over $15,000, explicitly selecting it for its advanced safety features due to the urban environment in which my family and I reside. By November 2023, several defects and malfunctions became apparent, including issues identified during a routine tune-up and a failed attempt by Propel to upgrade the bikes computer system, further compromising the bike's functionality. On February 2, 2024, a critical error occurred, and I promptly took the bike to Trek for repairs on February 3, as recommended by *****. Despite multiple repair efforts by Propel, Bosch, and Trek, the bike remained inoperable. On February 17, I formally requested a warranty replacement from Propel, but they declined to cover transportation costs, only offering to retrieve the bike for an additional fee. While ***** agreed to address the technical defects, they did not take responsibility for the transportation ******** March 2024, I escalated the issue by disputing payments with **************** and Discover, citing Propels failure to resolve the matter. In April, Propel responded to these disputes by making baseless and defamatory claims, including false allegations of abusive behavior and misuse of the product. I immediately refuted these accusations in detail, providing clear documentation to demonstrate my adherence to the terms of sale and my lawful use of the bike.Despite ongoing repair attempts, the bike remained defective in May 2024. ****************** eventually agreed to replace the bike in June. The new bike was ordered, and in August 2024, Propel confirmed the delivery. The exchange was completed on August 29, 2024. On September 2, I formally expressed my appreciation to RM, but I also highlighted the prolonged seven-month ordeal, which included defamatory statements made by Propel during the dispute process. I continue to seek accountability and resolution for the false statements made against me by Propel.

    Customer Answer

    Date: 10/29/2024

    Better Business Bureau:

    At this time, I have not been contacted by Propel Bikes LLC regarding complaint ID ********. 

    If we are ready to publish it, please allow me to hide all my personal bank account information, address, and telephone numbers as well as my wife's personal information.

    Sincerely,

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

  • Initial Complaint

    Date:05/03/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 ***** and ****** Homage rolloff was not ordered and on site and fully outfitted Comfort handle bars and seat adjust maybe a demo on 4/12 before leaving that day I asked ***** about return he said a 5% restocking would be charged. store was closed on sat. and sun. returned on. tue. at that time I was told a 15% would be charged. I contacted Cat Strain with this information and received a break down of how they would charge as the bill was split ****** deposit **** thru synchrony freedom to ride credit line and second payment of ********. I hope this can be resolved. Than you *******************

    Business Response

    Date: 05/06/2024

    Hello,

    The customer can regain possession of the bike and no refund. Otherwise, we will provide the customer a refund minus our standard 15% restocking fee as outlined in our terms and conditions that he agreed to by purchasing from Propel. Please let me know how the customer would like to proceed.

Propel Bikes LLC is NOT a BBB Accredited Business.

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