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Business Profile

Electric Bike and Scooters

Propella Electric LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electric Bike and Scooters.

Complaints

Customer Complaints Summary

  • 18 total complaints in the last 3 years.
  • 15 complaints closed in the last 12 months.

If you've experienced an issue

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:10/15/2024

    Type:Delivery 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.
    I purchased a Propella Mini Max bike for $849 on May 30 2024. I have still not received it. Propella has not responded to email requests to cancel and their listed phone number ************ is no longer in service. My order number is ***** under my name ***** *****. I am concerned they are a fraudulent company and have also filed a dispute with ****.

  • Initial Complaint

    Date:10/02/2024

    Type:Customer Service 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.
    I have a problem with my bike. The electric component is not working. I have sent two emails to their contact and have heard nothing. There is no way to call them. I tried looking up a phone number and it is disconnected. I don't know how else to contact them and am very disappointed in their customer service.

  • Initial Complaint

    Date:10/02/2024

    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.
    As others have reported, I pre-ordered a bike from Propella back in June, which was supposed to ship by mid-August. In August, they said the production was delayed and it would not ship until October. I did not want to wait that long for an ebike, as I wanted to enjoy the weather. I saw the bike from a different company on sale and I went ahead and bought it. In multiple emails, as well as in their website, it clearly states that they have no-fee cancelations for any pre-orders. So I emailed them to cancel and get a refund. I still have not heard from them. Not nice from a company you trusted and gave them money months ahead of the order, and now not only they are delayed but do not want to give you the cancellation they promised. They should not allow any pre-orders, it's essentially a bond with no interest, and one where you might lose the money.

  • Initial Complaint

    Date:09/06/2024

    Type:Product 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.
    I have been a user of the ********************** Bike V2.0 SS since 2017. I have been a happy user of the bike. The old ********************** battery broke and I wanted to get a replacement. Propella **************** recommended the new XT battery since they do not make the old battery type any more.From their email (also attached below)"Thanks for reaching out.Unfortunately 3rd and 4th generation batteries are sold-out and discontinued. However, we've made it possible for older generation bikes to upgrade to the new ** battery by using a retrofit kit which includes the new battery, holder, and controller. The cost for this kit is $300. Here's the purchase link with video instructions: *********************************************************************** Let us know if you have any ************** regards,Propella Team"So, on their above advice, I ordered the new kit. Placed on May 2, 2024 at 11:21 AM PDT ** BATTERY UPGRADE KIT$300.00 Then I was informed that while the card was charged $300 in May the battery won't ship till July.Battery arrived on July 26th. Unfortunately, it did not fit the V2.0 SS frame and I could not mount it. I reached back to customer service asking for a way to make this work with a new mounting plate/holder as per their first email to me in May 2024.They wrote that doesn't work with V2.0 SS as mentioned on their website. So I wrote "I can send the ** back. Whats the solution for the 2.0 battery holder and battery?"Since then I have sent multiple messages to them and no response. I even sent a message to the CEO *** Tarrasoli on ********. No response. I have no use for this new $300 XT battery kit. It's brand new, in it's original box.I want Propella to send a return label to return the kit and refund my original $300.

  • Initial Complaint

    Date:09/03/2024

    Type:Product 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 March 2024 I paid a $100 deposit to pre-order a bike that was expected to ship summer of 2024. In June I emailed and they said it would ship in September. In late June I learned about another of their bikes that might work better for me. Since they have a cancelation policy, I decided to pre-order the other bike for about $900. I planned to do a test ride and then choose which was best. I had more questions and emailed on June 29, Aug 2, Aug 12, Aug 26, and Sept 3. I have received no replies. I don't know if they will ever ship me a bike or will refund my pre-payment according to their policy.

  • Initial Complaint

    Date:05/02/2024

    Type:Delivery Issues
    Status:
    Resolved
    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 a product (XR Battery Upgrade Kit) from Propella Bikes through their website on Mar 1, 2024. I received an email from Propella Support on Apr 23, 2024 saying my order had shipped via *** with a planned delivery date of Apr 27, 2024. I received an email from *** on Apr 27 indicating that the package would be delivered by ***** but that it was delayed because of an imcomplete address. I receievd another email from *** on Apr 29 stating that my package could not be delivered and that it was delivered to my door. I did not receive the package and neither *** nor **** had photo evidence that it had been delivered or where it had been delivered.I contacted Propella Bike Support via email on Apr 29 to inform them that I did not receive the package. Propella responded via email on Apr 30 asking what my Apt # was. I replied to Propella Support on Apr 30 prociding them with my Apt #, which I had provided when I ordered the product. Propella Support responded again saying they could not do anything about the address and would check with ***. I replied to Propella Support on Apr 30 expressing my dissatisfaction with their response and requested the package be delivered by May 1 or a refund be issued by May 2. Propella Support resonded on May 1 saying they would check with ***. I send a follow up email to Propella Support later on May 1 requesting an update. Propella Support will not respond to my request for an update.It has been over 2 months since I ordered the product from Propella Bike. The package is now late and seems to be lost with no resolution from Propella Bike.Propella Bike Order #: ***** *** Tracking #: 1Z534Y73YW95136200

    Customer Answer

    Date: 05/03/2024

    Propella Bikes refunded my money.  I am now satisifed with the resolution from Propella.  Please close this complaint.

    Thank you for the assitance un getting this matter handled quickly.

  • Initial Complaint

    Date:06/06/2023

    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.
    I ordered a bike 5/25 - my card was billed $899.The bike never arrived and was recalled back by seller as it seems *** lost it I have requested my credit 5 times via email- the have no phone number . They said they refunded , which they did in June 5th , but also rebilled the same day !No customer replies Thievery

  • Initial Complaint

    Date:01/26/2023

    Type:Product 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.
    The company shipped a defective product. The company sent a replacement product that never arrived to to damaged and then lost shipping. The company agreed to issue a refund (and did). However, due to currency exchanges, importation costs, and major difficulties in the entire process I lost money, and much time/energy. The company empathized and offered a product to say "sorry". I responded with a question. After 1 week of no response, I asked again. They responded that it was too late and that they no longer had the product in stock that they initially offered, and that the file was now closed. I think the company should keep to their offer or offer an equivalent solution. Please see email below: (this was the offer to make up for the lost $, ************************************* <*******************************************>******************************************* Hello *****, We would be happy to send you a mini V1.0 without a battery at no cost for you.Please let me know if this would be acceptable for you. Propella Team Customer Relations **********************

Propella Electric LLC is NOT a BBB Accredited Business.

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