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:10/24/2023

  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.

  Bought a bike from this company about a year ago. took three months for them just to ship it to me after I had already payed for it. **** worked fine for a while. then the battery stopped charging. I contacted Ariel Rider and they sent me a kit to ship the battery to them for repairs. That was at the beginning of July it is now the end of October and I have received nothing back. I've emailed them but they don't answer anymore, I have tried calling and pressing every extension on there phone and it always says nobody is there to take your call. At this point I'm not sure if ill ever get anything back or if anyone is ever going to respond to my emails. I just want the battery back and working so my son can ride his bike. I feel like they have robbed me. this bike wasn't cheap I paid $2000 for this thing and its spent more time in repairs and shipping than being used. its like they just disappeared there's no one or way to get ahold of them.

  

  Business Response

  Date: 10/24/2023

  Dear ******,
  
  Firstly, let me express our sincere apologies for the inconvenience you've experienced with your Ariel Rider bike.
  We understand your concerns and genuinely want to make things right. Your trust is paramount to us, and we are here to support you.
  We did reach out to you recently to address this issue. Please refer to our previous communication:
  
  -----------
  
  
  Email dated 10/14
  Subject: Your ****** Battery Replacement
  Hi ******,
  
  This is **** with Ariel Rider Technical Support. I hope this email finds you well. Recently, I left a voicemail detailing our plan to address the battery issue you've been facing.
  To provide a solution, we are prepared to send you a brand new ****** battery. To proceed, could you kindly confirm your shipping address for us?
  I understand the challenges you've faced and sincerely apologize for the delay in resolving the battery issue.
  Your concerns were of utmost priority to us, and after discussions with both my manager and the company's owner, we're offering you a replacement battery at no additional cost.
  Upon receiving your shipping details, I'll ensure the order is processed promptly and dispatched to you.

   

  -----------

  
  ******, our goal is to ensure that you and your son have a working bike to enjoy.
  We are fully committed to resolving this issue and appreciate your patience.
  We deeply regret the oversight and are here to support you throughout the process.
  Thank you for choosing Ariel Rider. Please do not hesitate to reach out directly, and we will ensure prompt assistance.
  
  Warm regards,
  Ariel Rider Customer Support Team

  Customer Answer

  Date: 10/25/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/26/2023

  Type:Product 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 received an electric bike from this Company with an installation handbook. The installation was straightforward except at the end you are required to install 3 cables. There is nothing in the written installation instructions about the three cables! The red cable is to install the headlight and has a arrow on both the male and female ends so it installs easily by matching up the arrows. The purple and green connectors are for the screen. The purple connector has no arrows on either the male or female end but the shape of the connector makes it easy to install. The green connector has an arrow on the male end but nothing on the female end so there is no way to line it up. Further, it is a circular connector so there is no obvious way to line it up. I tried many times to line up the green connector. My wife also tried. I don't think it fits. After about an hour of trying the back of the screen connector broke. I went online to trouble shoot and found a video that said, "Don't Make this Mistake!" The video was entirely about the green connector. The video has no words only music and even if this video was provided to me ahead of time or referenced in the assembly manual I still don't think the connectors work - this is a manufacturing defect. Subsequent to this happening I contacted Ariel Rider to let them know of the issue. Several days later they responded and told me this issue wasn't covered and I needed to send them $99 for a new screen. However, they were out of screens so it would take several weeks. I left several negative reviews during this time and none were published on the Ariel site. If I new that Ariel was not posting all the review I wouldn't have purchased the bike. Further, seeing now how many complaints were filed against this company it is clear there is a major issue potentially fraud. BEWARE POTENTIAL BUYERS ARIEL RIDER IS A HORRIBLE COMPANY WITH AWFUL CUSTOMER SERVICE. I HOPE SOMEONE HOLDS ********************************************* ACCOUNTABLE

  

  Business Response

  Date: 07/31/2023

  We sincerely regret to hear about your experience with our product and appreciate the time you've taken to voice your concerns on this platform.
  We value all customer feedback, both positive and negative, as it helps us continuously improve our products and services.
  
  We understand the frustration caused by the issue with the green connector and the display screen on your e-bike.
  We aim to make our assembly process as intuitive as possible, and we are sorry to hear that it was not the case for you.
  We're taking your feedback into account, and we'll ensure our written instructions are improved to avoid such issues in the future.
  
  Regarding the video warning, we have taken this feedback onboard as well, and will aim to incorporate clear, verbal instructions in our future videos for better comprehension.
  That being said, in the after shipment emails, you've received this information with capital letters saying: PAY ATTENTION TO THIS, with a link to a video on how to plug in these cables. 

  The warranty policy is designed to cover manufacturing defects and shipping damages, and we regret that your specific issue doesn't fall within these categories.
  That said, we offered a discounted replacement to get you back on the road as soon as possible.
  
  We acknowledge the delay in receiving the replacement screen due to it being out of stock.
  We are working hard to restock the necessary parts and send out your replacement as soon as possible.
  
  As for the reviews, we value transparency and aim to provide a comprehensive view of our customers' experiences.
  However, please note that reviews may sometimes take a while to get published due to the approval process, and the reviews are published via a 3rd party audited company on items that are already registered for warranty.
  We understand that this experience might have affected your trust in Ariel Rider Ebikes, and we would like to assure you that our customers' satisfaction is our utmost priority.
  We are deeply committed to resolving this situation to your satisfaction and improving our service based on your feedback.
  Thank you for your patience in this matter. We're looking forward to getting you back on the road soon.

  Customer Answer

  Date: 08/08/2023

  I have still not received any resolution.  I am told they are going to ship me a part when it is available (several weeks).  I still have no idea if that's the issue and this will resolve it.  Either way they are making me pay for the part!  

  This has been a total fiasco and if the part doesn't arrive soon I am taking ARIEL RIDER to small claims court.  I would never buy an ARIEL RIDER bike - it is a scam!  

• Initial Complaint

  Date:07/10/2023

  Type:Product 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 received a non-working bike when I purchased from them on June 2nd. They told me I needed to buy a new display. I bought a replacement display for an additional $100. The bike is still not working. The bike has never worked.

  

  Business Response

  Date: 07/10/2023

  We acknowledge the complaint received from our valued customer, ****, and we deeply regret the inconvenience and frustration he's faced with one of our bikes.
  We understand his concerns and appreciate his patience throughout the process.
  
  When **** first contacted us, he mentioned that one of the two bikes was not functioning correctly, indicating it wouldn't change from assistance mode 1.
  Subsequently, he reported an issue with the speedometer/main unit's cables. In response, we informed him that this particular type of damage is not covered under our warranty as it usually arises due to incorrect connection or disconnection of the display. We offered him a new display for $99 + Shipping, which he agreed to purchase.
  
  Upon receipt and installation of the new display, **** notified us that the bike still wouldn't turn on.
  We suspected the issue might be with the tree cable, which we offered to replace under warranty.
  We also clarified our company's direct-to-consumer model, explaining that we do not have affiliated local shops, but we could recommend a shop that had serviced our bikes in the past.
  
  In order to provide **** with the correct replacement controller, we requested the bike's serial number.
  Unfortunately, we haven't received this information yet, which has delayed the process of sending the replacement parts.
  
  We understand ****'s frustration given the duration of this process, and we sincerely apologize for the delays.
  Our team is working tirelessly during our busiest season, but we do recognize the need to resolve ****'s issue promptly.
  
  To expedite a solution, we need the requested information from **** to ensure we send the correct replacement parts.
  We remain committed to ensuring all our customers' satisfaction and will continue to work closely with **** to rectify the situation.
  
  We deeply regret any inconvenience caused and assure you that we are making every effort to resolve the issue at the earliest possible opportunity.
  
  

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20296728
  
  I am rejecting this response because: Not true,  I sent the information on June 23rd at 9:03 am EST.  Please see an extract of the email.  In total I have sent 36 emails to the company starting on June 3rd.  As you can see, I have been very patient and have been communicative about the issue. 

  Most my follow up email were due to the lack of response from the company.  I kept asking What are the next steps?  How can I return the bike (due to the lack of response) how do I get a working bike, etc.  The email below shows that they already have the serial number since June 23.  Their claim is untrue.

  jbls <************************> Fri, Jun 23, 9:03?AM
  

  
  to Ariel
  
  Thank you ***********  I have attached the requested information.  What do I do with the bike that is not turning on?
  ****
  
  Order #: 33584
  First/Last Name for the Order: ***********************
  Bicycle Serial Number/Battery Serial Number: ******************* 
  Model:****** 52V Electric Fat Tire Ebike
  Color: Black and Red
  Date of receiving the bike: June 2nd
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/20/2023

  We understand and regret the inconvenience faced by ****. In this case, it's important to note that we were ready to send the necessary replacement parts under warranty upon receipt of the serial number. However, a chargeback claim was opened which, as per our policies, pauses further assistance.
  
  While we acknowledge the frustration, we need to abide by our policies. The resolution of the chargeback claim is a prerequisite for us to continue with the warranty service.
  We kindly ask **** to conclude the chargeback so that we can proceed with resolving his issue as swiftly as possible. We remain committed to his satisfaction and look forward to rectifying the situation promptly.
  
  The email conversations on the chargeback is also attached. 

• Initial Complaint

  Date:06/25/2023

  Type:Sales and Advertising 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.

  ****** e-bike was received 5/25/23. Warranty completed on 6/13/23. Bike cost $2000. On 6/14/23 I notified the company by email that the display screen was showing an error 30 code and all trouble shooting suggestions did not correct the error. I also called and got no responses and have sent an email every day for the past week but no responses. Due to this display screen error the bike has been inoperable since 5/27/23. I just want the bike to be rideable with a new display screen that works. My order number was *****.

  

  Business Response

  Date: 06/26/2023

  Dear *******,
  
  We appreciate your patience and thank you for reaching out to us regarding the issue with your ****** e-bike.
  We sincerely apologize for any inconvenience you've experienced.
  
  We are committed to providing excellent customer service and support, and we assure you that all communications received during business days are responded to in a timely manner.
  Please be informed that our response time may be delayed during weekends as our customer service operations run Monday through Friday.
  
  Upon reviewing our records, we can see that your communications have been received.
  However, it's important to note that our ticketing system operates in a chronological order, handling inquiries in the sequence they are received.
  Sending multiple emails on the same topic may inadvertently reset your ticket position in the queue, causing delays.
  We understand that this situation can be frustrating, and we appreciate your understanding as we strive to attend to all customer concerns as quickly and efficiently as possible.
  
  Regarding the error 30 code you're experiencing with your bike's display, our team is currently reviewing the issue and we're committed to resolving it promptly.
  Our main goal is to ensure that you have a fully operational e-bike that you can enjoy riding.
  
  Again, we appreciate your patience and understanding in this matter.
  We're looking forward to resolving your issue and getting you back to riding your ****** e-bike as swiftly as possible.

  Customer Answer

  Date: 06/26/2023

   
  Complaint: 20235226
  
  I am rejecting this response because: the bike is inoperable and the company has not offered a solution or replacement parts
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 07/10/2023

  We appreciate your efforts in addressing this matter.

  
  Regarding the issue with the product, it appears that the problem arose due to incorrect assembly by the customer.
  Specifically, the customer was provided with assembly instructions via email when their order was shipped, which included important guidance for attaching the cables.

  Unfortunately, the customer failed to follow these instructions.
  Given that the damage was caused by a customer error during assembly, it does not fall under the warranty coverage.
  However, we have offered the customer a repair option, as documented in the attached email correspondence.

   

  
  

  Customer Answer

  Date: 07/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/12/2023

  Type:Delivery 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.

  Placed an order online for a Blue X-class 52v bike around 6pm on 6/11. At some point between adding it to the cart and getting an order confirmation the bike selection was updated to Red. The next morning on 6/12, I saw an email providing the tracking number that came in early that morning. That's when I realized the bike on the order was incorrect. I reviewed their return policy and saw there was 2.5% processing fee for cancelled orders, and immediately attempted to contact Ariel around 7:30am to explain the error that occurred on their website, but received a message stating their offices were closed until 12pm. I called just after 12pm but received a message to leave a voicemail. I immediately sent a message through their website explaining the order processed wasn't what was selected. Received a reply saying there's nothing that could be done since it already shipped. I contacted ***** and confirmed the package had still not been received on their end and had not shipped. I replied back to Ariel asking if there were any other options, to which they responded no, and that if I cancel the shipment/refuse delivery that I'll be charged 25% instead of the 2.5% or $500 instead of $50. As of the time is this submission, shortly after 7pm on 6/12, the package had still not been received by ***** and Ariel is forcing me to take the bike or let them pocket $500 and leave me with nothing to show for it.

  

  Business Response

  Date: 06/13/2023

  Hi ******,
  
  We appreciate the opportunity to respond to this complaint and apologize for any frustration experienced.
  We always aim to ensure a seamless ordering and delivery process for our customers, and regret any misunderstanding that occurred.
  
  Our records indicate that an order was placed by ****** on 6/11 for a Red ******* 52v bike.
  Once an order is placed and confirmed by the customer, our system immediately processes it for shipping to ensure timely delivery.
  As we handle high volumes of shipments, all our orders are loaded onto ***** trucks early in the morning following the order placement.
  Once loaded onto the ***** truck, we are unable to alter the shipment details, including the product color.
  
  On 6/12, ****** contacted ** regarding an error in the bike color selection.
  We understand this might have caused disappointment, and our team promptly responded explaining our shipping process and our inability to make changes once the product is out on the ***** truck.
  
  At Ariel Rider, we value our customers' satisfaction above all else and always strive for transparency in our processes and policies.
  Our intention was never to cause distress but rather to provide the prompt service that all our customers expect and deserve.
  
  We hope this response provides clarity on the situation, and we remain available to answer any further questions or concerns that you might have..
  

• Initial Complaint

  Date:06/09/2023

  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.

  We ordered a ****** 52V Electric Fat Tire Bike in Nov. 2022. After several delays and emails with the company the bike was delivered Feb. 2, 2023. Since receipt of the product we have encountered several issues with the bike, including electrical and brakes. The only form of communication with the company is email. The representatives are slow to respond and, at times, have not responded at all. The bike has been inoperable since May 21, we emailed the company for help on the same day and have yet to receive a sufficient response to our inquiries. To date we have been told that it is a busy time for them and they will respond "as soon as they can". That response was received June 8 at 1:16 am, EST. I have not heard from them since. I would like a prompt response from the company that addresses the issues posed to them in the May 21st email. In lieu of the company being to help us repair the bike under warranty I am requesting replacement of the bike.

  

  Business Response

  Date: 06/13/2023

  Hi ****,
  
  We appreciate the opportunity to respond to this complaint and are genuinely sorry to hear about the challenges ***** has faced with their ****** 52V Electric Fat Tire Bike.
  
  At Ariel Rider, we pride ourselves on the quality of our products and the level of customer service we provide, and it's disappointing to hear that ***** has encountered issues with their bike.
  It is not our intention to keep any of our customers waiting, especially when they're facing challenges with their bike.
  
  In reviewing our email records, we've found that we've been actively corresponding with ***** to resolve the reported issues.
  On June 5th, 2023, we requested specific photographs of the bike's display and its connections to better diagnose the problem and determine if it's covered by our warranty.
  We followed up on June 9th, 2023, to confirm the receipt of our previous email and reiterate the importance of the requested photos to expedite the resolution process.
  It might be that the responses are going to his spam folder. I'm happy to provide information on these responses if needed as well. 
  
  As of now, we're yet to receive the requested photos, which are crucial in our assessment and potential repair or replacement under warranty.
  We understand the importance of prompt and effective communication in such matters and regret any perceived delay from our end.
  
  In the spirit of resolving this matter as quickly as possible, we kindly request ***** to send the aforementioned photos.
  Once received, we'll expedite our assessment process and provide a suitable solution, be it repair or replacement, per our warranty terms.
  
  We thank BBB for providing this platform for open communication and hope this response offers clarity to the concerns raised by *****.
  We remain at your service and ready to assist further.
  
  
  
  

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 20165376
  
  I am rejecting this response because: They have not thoroughly reviewed the information provided or offered any compensation for their ;ack of service. I ask that the business review all emails sent by us regarding this issue. The emails go back as far as May 21, 2023, at which time we provided a picture of the damaged part. After my husband failed to receive a response to the original email, he sent several more. The business did not respond to any of his emails. On May 30, 2023 our son sent an email to tr try to get a response. After several email exchanges with no resolution, despite providing the requested information, I sent an email on June 7, 2023 expressing my dissatisfaction with the level of customer service provided and told the business that if I didn't get a response I would be filing a complaint with the BBB and the *********************** of the ******** General. After this email I finally received a response. In the response the business mentioned both that it is a busy season and that some of our emails did not receive a response because they migrated to a new back-end system. As a consumer, neither of these issues is my concern or should interfere with the service that I receive. First, you are a bike company, Spring/Summer rolls around the same time every year, it's not a surprise. You have a responsibility to be prepared to handle the customer service needs in line with the amount of product sold. Secondly, if your business chooses to change an operation system you should ensure that the emails sent during the changeover aren't lost. Finally, the only thing we have asked for during this process, aside from timely responses, is that the replacement part that we requested, and paid for the same day the invoice was issued, be shipped to us priority mail. This simple request was denied. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/16/2023

  Dear Resolutions Specialist,
  
  Thank you for the opportunity to provide further clarification regarding complaint ID ********.
  We genuinely appreciate BBB's dedication to ensuring fair and transparent interactions between businesses and consumers.
  
  In reviewing our correspondence with the customer, *****, we noted that the issue they're experiencing is related to the bike's operation, which is generally outside the scope of our warranty as it pertains to user-related scenarios.
  However, we have been providing support and guidance to assist ***** in rectifying the situation.
  
  Our email records, which are attached, clearly demonstrate our active engagement and prompt response to their concerns.
  They also detail the specific types of photos we requested to accurately diagnose the issue and guide the customer through the resolution process.
  
  In our email correspondence dated June 5th, 2023, we asked for photos of the bike's display and its connections, including detailed images of any visible damage or anomalies.
  The purpose of these pictures is to allow our technical team to better understand the problem and guide the customer through the most efficient resolution process.
  
  The photo provided by ***** in their BBB complaint does not meet these specifications as it does not provide the comprehensive view we need for an effective assessment.
  While it shows a part of the bike, without the context of the overall bike assembly and connections, it is challenging to pinpoint the exact nature of the problem.
  
  We believe that with the proper guidance and support, most e-bike operational issues can be resolved remotely with the aid of detailed images, eliminating the need for customers to send their bikes in for repair.
  Hence, our request for these specific photos.
  
  As per our records, we responded promptly to each email received from the customer and took action according to the information available to us at the time.
  We regret any misunderstanding or miscommunication and would like to reiterate our commitment to resolving this issue for ***** as quickly and efficiently as possible.
  
  Thank you for your understanding and assistance in this matter.
  We are ready to provide any additional information or clarification that BBB may require to resolve this complaint.
  
  Sincerely,
  
  

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20165376
  
  I am rejecting this response because: No where in the correspondence did I see that the pictures we sent the company were not acceptable for their needs in helping us diagnosis the problem. We had to reach out several times, on separate occasions before we received a response. We never requested that the part or issue be covered under warranty, we simply asked for a replacement part, that we offered to pay for, and guidance on some service issues. The amount of work that we, as the customer, had to do to get a response is unacceptable. We simply asked for responses to our emails and support for the product they produce and sell. The only request I had for ************************ normal service was that the part be expedited to us, which did not happen. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/29/2023

  Dear ****,
  
  Thank you for your continued engagement. We're truly committed to finding a resolution that satisfies your concerns.
  
  It's important to clarify a few points. When you initially placed your order in November 2022, it was understood that this was a pre-order, with shipments commencing mid-January 2023. There was indeed a delay of two weeks concerning the color you selected. Upon informing you of this, you chose to change the color for expedited shipping. Your order was then shipped on January 27th, 2023.
  
  Moreover, it seems there may be a communication issue. The email address to which you have been sending your recent correspondence is not the one we use for customer support.
  The correct email, as per our prior communications in January and June 2023, ensures a response time within 24 hours during weekdays.
  I've attached records of these past communications for your reference.
  
  We sincerely apologize if any misunderstanding has led to unnecessary frustration.
  It remains our priority to assist you with your ****** 52V Electric Fat Tire Bike.
  Could you please resend your queries to the correct email address?
  Upon receipt, we will expedite our assessment and provide an appropriate solution as per our warranty terms.
  
  We value your patience and understanding as we work towards a resolution.
  Best regards,
  
  

• Initial Complaint

  Date:06/07/2023

  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.

  I bought 2 grizzly e-bikes from this company 6 months ago and one of the batteries from the bikes has prematurely failed. I need a replacement battery to be sent and they refuse to rectify the issue. After numerous phone calls and emails, nothing has been done. No one returns emails anymore or answers their customer service phone line. Their customer service is garbage. And they do nothing. FYI each e-bike bought cost s *******.

  

  Business Response

  Date: 06/08/2023

  I trust this message finds you in good health and spirits.
  
  
  Firstly, let me express our deepest apologies for the delay you've experienced concerning your battery issue.
  I want to affirm that your satisfaction as an Ariel Rider Ebike customer is our utmost priority, and we completely understand the inconvenience this delay may have caused.
  
  
  It is important to clarify that the delay is not due to any disregard or lack of attention on our part or lack of the kits as in the label master resource.
  The shipping of batteries requires adherence to specific regulations due to their classification as hazardous materials (Hazmat).
  *****, our courier partner, requires ** to maintain a yearly certification that allows ** to ship these items.
  We are currently certified to send batteries from our end but are pending approval for the return process.
  
  
  Unfortunately, this year, ***** has encountered significant delays in the certification process.
  This unforeseen issue has directly affected our capacity to expedite your battery kit.
  Please be assured that this situation is as unsatisfactory for us as it is for you, and we empathize with your frustration.
  
  
  We are not sitting idle; our team is actively working with *****, exploring every possible avenue to expedite this process.
  We have even requested a replacement for our account representative to accelerate the progress.
  
  
  Once we receive the anticipated approval next week, we will immediately expedite your battery replacement process.
  Please trust that we are doing our utmost to ensure you can fully enjoy your Ariel Rider Ebike without further delay.
  We sincerely regret any inconvenience you've experienced and deeply appreciate your patience and understanding during this period.
  If you have any further queries or concerns, we encourage you to respond to this email directly.
  We are fully committed to supporting you through this process.
  
  
  That being said, we're at the final step and expecting to start sending these kits out coming Friday or Monday.
  
  
  Once again, we thank you for your trust in Ariel Rider Ebikes and assure you of our continuous commitment to providing the best service possible.
  
  

  Customer Answer

  Date: 06/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************************

  Customer Answer

  Date: 06/28/2023

  Hi, the company Ariel rider did not make good on the promise to send a shipping kit within the allotted time frame. Its been 2 weeks. Can you reopen a complaint/ conflict/resolution on this? This is what I mean when their customer service is terrible. They promise customers service that they cannot and do not honor. And they will continue to do this until someone does something about it. Should I go to the state attorney generals office?
  
  Sincerely
  *******************************

  Customer Answer

  Date: 06/30/2023

  Thank you for responding. The company just contacted me and said theyre sending out the awry shipping kit, fyi. Their customer service still *****, and I think something needs to be done about it so future and current consumers dont get screwed by them. I feel kinda bad about this, but they seriously ****. Take it for whatever its worth, and thank you again.
   
  Sincerely 
  ******************************* ************
  

  
  

• Initial Complaint

  Date:05/27/2023

  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.

  Brand new e-bike had battery failure within 90 miles of new. Attempted to replace with warranty, no resolution. Company is claiming batteries cannot be shipped by Fed Ex. Fed Ex delivers ebike batteries daily all over *******.

  

  Business Response

  Date: 06/02/2023

  
  We're genuinely sorry to hear about the issue you've encountered with your e-bike battery and understand the inconvenience it has caused.
  At Ariel Rider, we strive for all of our customers to have a seamless experience, and we're disappointed that we have fallen short in this instance.
  
  To clarify the shipping issue, batteries such as the one in your e-bike are categorized as hazardous materials (Hazmat), which require special handling during shipping due to safety reasons.
  As our courier partner, ***** imposes specific rules for shipping such items.
  We hold the necessary certification to ship batteries from our location to our customers.
  However, for customers sending these batteries back to **, ***** requires a separate certification.
  
  At this time, ***** is experiencing significant delays in processing these certifications due to circumstances beyond our control.
  This situation is impacting our ability to receive batteries back from customers, including your replacement process.
  While ***** does indeed deliver e-bike batteries across ******* daily, these are typically outgoing shipments from certified senders like **.
  The delay arises when dealing with incoming shipments from customers due to the necessary certifications.
  
  We want to clarify that it's not that ***** can't ship batteries, but rather that shipments involving batteries over 100Wh and Hazmat items have more complex requirements due to safety considerations.
  
  We assure you that we gain no benefit from this delay.
  In fact, it's quite the contrary - we are committed to our customers and are as eager as you are to resolve this issue.
  It's always our aim to ensure our customers are fully satisfied and able to enjoy their Ariel Rider Ebikes without interruption.
  
  We appreciate your patience during this challenging period and assure you that we are doing everything within our capacity to expedite this process.
  As soon as we receive the necessary approval, we will promptly proceed with your case.
  
  Thank you again for your understanding.
  We're here to assist you every step of the way and aim to have you back on your Ariel Rider E-bike as swiftly as possible.
  
  

• Initial Complaint

  Date:05/22/2023

  Type:Product 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 a bike after my first one was stolen; my colleagues crowdfunded for me to get a new one and everything. My previous bike I had for a year with zero problems, and everything was exactly the same with the way that I set up the new one to the old one: same model, same accessories, same human riding it...When I got the new bike, I swear that I rode it for a month when the bike just randomly stopped working on the way to work. This was in March, and I tried all the quick fixes suggested by the company, but nothing. So they requested that I send the battery in for a repair, but would have to wait until they were "ready" to do the repair.Is has been a month and a half and they are now telling me it will be two more weeks until they are "ready" to every *look at* the battery.... and that is just to figure out if that's the problem! I don't even know what is going to happen if its not a battery issue, because I already told them that the battery turns on, but the bike doesn't.I have asked to just trade in my battery, to get a refund, to have a new bike to use in the meantime.... still getting the same answer that I have to "send the battery to them", eventually, in some nebulous future. They will not suggest a repair shop, the only suggestion is to wait. Meanwhile, I have a $2600 brick and no money to buy another bike, because I spent it all on a bike that doesn't work.I don't know what is up with this company, but I feel like I am being scammed, because having this problem shouldn't mean that there is a line just to get the bike diagnosed or risk losing my warrantee by taking it to a shop.

  

  Business Response

  Date: 05/24/2023

  Hi *****,
  
  Thank you for taking the time to share your experience with us.
  We regret to hear about the challenges you've faced with your new bike and the frustration that has caused you.
  As a valued customer, your satisfaction is paramount to **, and we genuinely want to make things right.
  
  We understand how inconvenient it has been to not have your bike functional, especially since your colleagues kindly crowdfunded for you to get a new one after your original bike was stolen.
  We apologize for any delays in assessing and repairing your battery, and we appreciate your patience as we navigate through this issue.
  
  It's crucial to ** that we take the right steps to correctly diagnose and resolve the issue with your bike, which is why we've requested to examine the battery.
  We understand your concern about the wait time for this assessment.
  However, due to the specialized nature of our e-bike batteries and the volume of requests we currently have, the process can take longer than we'd like; especially in this case, this is not due to our operations but rather a shipping regulation change from ***** side and we are waiting for the approval from them.
  
  In response to your feedback, we are working to expedite your battery evaluation and repair process.
  If the problem does not lie within the battery, we will take immediate steps to further diagnose and resolve the issue.
  We want to reassure you that we stand behind the quality of our bikes and will honor the warranty terms, working diligently to get you back on the road.
  
  We understand your need for mobility and sincerely apologize for any inconvenience caused.
  We're committed to finding a solution that makes this right and restores your faith in our company.
  Thank you again for your patience and understanding. We will contact you directly with updates on the status of ***********.

  Customer Answer

  Date: 05/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 06/04/2023

  The company told me that they would be ready to repair a broken battery in 1-2 weeks. This was back in April. They still have not messaged me saying that they could take the battery back to repair. So I got a voltage tester and checked it myself the problem is not the battery: its the wiring. After waiting almost 3 months now for them to take my battery, and now finding out it isnt the battery, I want them to allow me to take it to a local shop to get fixed without voiding my warrantee, but even after receiving the picture of the voltage test, they have not responded to my emails. I really think that I just spent $2600 on a broken product that I cannot fix or return without spending money on something that I DID NOT BREAK. I had the bike working for only about a month. The previous one that I had worked fine for over 6 months before it was stolen, and it was set up exactly the same. I dont want to spend months more not having a bike in the summer! Why cant I just take it somewhere to have the wiring repaired?? Its insane to me to pay this much for a bike that comes defective, but its on me to get it fixed??? What kind of electric bike company doesnt have authorized retailers to do repairs?? I should AT LEAST be getting repairs reimbursed and definitely not have my warrantee voided for doing so. Im furious at this point and wont be okay with this until I have a working bike.

  Customer Answer

  Date: 06/13/2023

  I would still like to respond.
  
  I am not satisfied with the companys answer. They are still giving be informarion about the battery when there is nothing with the battery (documentation was submitted). Their customer service has also stopped responding to me and they are not answering phones.

  

  Business Response

  Date: 06/15/2023

  We're genuinely sorry to hear about the issue you've encountered with your e-bike battery and understand the inconvenience it has caused.
  At Ariel Rider, we strive for all of our customers to have a seamless experience, and we're disappointed that we have fallen short in this instance.
  
  To clarify the shipping issue, batteries such as the one in your e-bike are categorized as hazardous materials (Hazmat), which require special handling during shipping due to safety reasons.
  As our courier partner, ***** imposes specific rules for shipping such items. We hold the necessary certification to ship batteries from our location to our customers.
  However, for customers sending these batteries back to us, ***** requires a separate certification.
  
  At this time, ***** is experiencing significant delays in processing these certifications due to circumstances beyond our control.
  This situation is impacting our ability to receive batteries back from customers.
  While ***** does indeed deliver e-bike batteries across the *** daily, these are typically outgoing shipments from certified senders like us.
  The delay arises when dealing with incoming shipments from customers due to the necessary certifications.
  
  We want to clarify that it's not that ***** can't ship batteries, but rather that shipments involving batteries over 100Wh and Hazmat items have more complex requirements due to safety considerations.
  We assure you that we gain no benefit from this delay. In fact, it's quite the contrary - we are committed to our customers and are as eager as you are to resolve this issue.
  It's always our aim to ensure our customers are fully satisfied and able to enjoy their Ariel Rider Ebikes without interruption.
  
  We appreciate your patience during this challenging period and assure you that we are doing everything within our capacity to expedite this process.
  As soon as we receive the necessary approval, we will promptly proceed with your battery replacement.
  
  Thank you again for your understanding. We're here to assist you every step of the way and aim to have you back on your Ariel Rider E-bike as swiftly as possible.

  

  Business Response

  Date: 06/16/2023

  Dear *****,
  
  We appreciate your continued correspondence and understand your frustration regarding this situation.
  Your satisfaction is our utmost priority and we are working diligently to resolve your e-bike issue.
  
  In order to maintain transparency, we would like to clarify a few points you mentioned. Upon reviewing our email records, the last email we received from you was on May 4th, to which we responded within 24 hours.
  We assure you, all communications received have been addressed in a timely manner.
  If there are any additional queries or details you wish to provide, please do not hesitate to reach out to us via email.
  
  Regarding our phone service, if our lines are busy or it's off business hours, the system prompts callers to either leave a voicemail or send us an email.
  At this time, we have not received any voicemails or emails from your registered contact details.
  
  Please don't hesitate to reach out if you have further questions or concerns.
  We appreciate your patience and are dedicated to assisting you.
  
  

  Customer Answer

  Date: 06/20/2023

   
  Complaint: 20092787
  
  I am rejecting this response because:

  The claims made by the company are inaccurate. I have include responses above that were not answered.

  Also, the claims about the phone service are inaccurate. I was not given the option to leave a message.

  I also am *still* not seeing the problem addressed.

  At this point, I got the bike repaired and would like to be reimbursed for the work, as it was determine to be the fault of the company as well as a fire hazard!

  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/26/2023

  Dear *****,
  
  Thank you for your ongoing communication. We value your feedback and are committed to resolving this matter.
  
  We have double-checked our communication records and, according to our data, the last email we received from your registered email address was on May 5th, 2023, to which we responded within 24 hours.
  If there are any additional emails from another email address or recent queries that we may have missed, could you please let us know the email address from which they were sent?
  This will help us ensure we're thoroughly addressing all of your concerns.
  I'll attach the email correspondence for your reference as well. 
  
  In terms of our phone services, we apologize if there was any confusion.
  Our phone system is automated and typically prompts callers to leave a voicemail if our lines are busy or outside of business hours.
  We're sorry to hear that you didn't have the option to leave a message, and we'll look into this issue to ensure it doesn't happen again.
  If you've been using a different phone number to contact us, could you please let us know so we can investigate further?
  
  Regarding your bike's repair, we would like to apologize for any misunderstanding.
  We are always committed to ensuring our customers are safe and satisfied.
  We have begun dispatching battery repair kits, and yours is scheduled to be sent out soon.
  
  As we aim to close this case satisfactorily for both parties, we appreciate your patience and understanding in this matter.
  We look forward to hearing from you soon and assure you of our best efforts in resolving your concerns.
  
  Best regards

  Customer Answer

  Date: 07/07/2023

  Hi there! 
  
  Id like to update this complaint, as I have received new information. I took the bike in for a repair, and a wire snapped from being put into the housing in a bent position. I have a video of it sparking and the repair person said that it could have been a fire/explosion hazard.
  
  I am now asking that the company reimburse me for the cost of the repair, as they provided no path to diagnose and repair the issue and repeatedly claimed that I needed to send them my battery (which was fine and I told them was fine, following a voltage test).
  
  I am happy to submit pictures/video from the repair shop to show the problem. 
  
  Thanks!
  *************************
  

  
  

  Customer Answer

  Date: 07/11/2023

  Hi there,
  
  I wanted to reach out to resolve this complaint. I was able to get a refund through working directly with the company.
  

  
  

• Initial Complaint

  Date:05/15/2023

  Type:Customer Service 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.

  We bought 2 new Ariel Rider City e-bikes in 2021. One of the e-bikes has worked without major problems while the other bike was unrideable during most of the first and second years. The e-bike was in and out of repair shops and I have spent hundreds of dollars on diagnostics, parts, and repairs. Ariel replaced the non-working motor but it stopped working within 2 weeks.Now Ariel wants me to buy a new motor because the one-year warranty has expired - even though the e-bike didn't work during most of the warranty period.I sent a certified letter (copy attached) to Ariel regarding this issue, but I have not received a response to date. Ariel will not respond to my questions if the motor was new or refurbished or even the manufacturer of the motor.

  

  Business Response

  Date: 05/15/2023

  Dear ***,
  
  Thank you for taking the time to share your concerns with us. We value your feedback and would like to clarify some of the points you've mentioned:
  
  - Concerning the first motor replacement, it's crucial to emphasize that this service was performed beyond your warranty period and at no additional cost.
  - The issue with the replacement motor you reported was brought to our attention four months after we dispatched the replacement motor.
  - Rest assured, all your communications, including the email you sent directly to our CEO, have been addressed promptly.
  - Some of the technical issues you've highlighted, specifically the "major drivetrain failure", were a result of the chain being off the sprocket. This issue, though disruptive, is not a manufacturing defect.
  - Regarding your assertion that your eBike was mostly non-operational, our records show no tickets or complaints from you between April 2021 and May 2022. Should there have been ongoing problems with your eBike during this period, we would have expected to see this documented in our system.
  - We've offered you the opportunity to purchase a new motor and/or controller. You've acknowledged in your communications that your eBike is past its warranty period.
  - The request you made to have your out-of-warranty bike replaced was, understandably, denied.
  - You've received an invoice for a replacement motor, which detailed the brand information for reference. For clarity, the brand of the motor is Tongsheng mid-drive.
  - Finally, we regret to inform you that we have not received any certified letters from you at our facilities. It's possible that there may have been a mix-up with the address.
  
  
  We appreciate your understanding and remain dedicated to resolving your concerns.
  

  Customer Answer

  Date: 06/26/2023

  My response to Ariel Riders answer to my complaint:
  
  - Concerning the first motor replacement, it's crucial to emphasize that this service was performed beyond your warranty period and at no additional cost.
  Several warranty issues were very difficult and time-consuming to resolve because of mistakes made by Ariel Riders. I have all of the email correspondence. It took a very long time for Ariel Rider to obtain a replacement motor. I have copies of over 60 emails with Ariel Rider concerning the issues with the Ariel Rider City eBikes.
  - The issue with the replacement motor you reported was brought to our attention four months after we dispatched the replacement motor.
  The motor only worked for 2 weeks after it was installed.
  - Rest assured, all your communications, including the email you sent directly to our CEO, have been addressed promptly.
  I received a signed receipt of the certified letter with no response from Ariel Rider.  See attached copy of the certified letter.
  - Some of the technical issues you've highlighted, specifically the "major drivetrain failure", were a result of the chain being off the sprocket. This issue, though disruptive, is not a manufacturing defect.
  That is correct. I was upset that there was another issue with the eBikes as the noise it made was similar to the earlier issue when the wheel had to be replaced. Ariel sent me a 7-speed wheel hub replacement when it should have been an 8-speed.
  - Regarding your assertion that your eBikes was mostly non-operational, our records show no tickets or complaints from you between April 2021 and May 2022. Should there have been ongoing problems with your eBikes during this period, we would have expected to see this documented in our system.
  I have over 60 emails with Ariel Rider addressing problems with the Ariel Rider City eBikes. Equally spanning my time of ownership.
  - We've offered you the opportunity to purchase a new motor and/or controller. You've acknowledged in your communications that your eBikes is past its warranty period.
  We purchased 2 Ariel Rider City eBikes. One had no major issues and the other was inoperable for most of the 0ne year warranty period.
  - The request you made to have your out-of-warranty bike replaced was, understandably, denied.
  Question: Should the warranty period exclude the time the eBikes was inoperable?
  - You've received an invoice for a replacement motor, which detailed the brand information for reference. For clarity, the brand of the motor is Tongsheng mid-drive.
  I also asked for the model number and if the replacement motors are new or refurbished no response from Ariel Rider.
  - Finally, we regret to inform you that we have not received any certified letters from you at our facilities. It's possible that there may have been a mix-up with the address.
  Somebody at Ariel Rider signed the receipt for the certified letter.
  

  
  

  

  Business Response

  Date: 08/09/2023

  Thank you for bringing your concerns to our attention. We value your feedback and want to address the points you've raised.
  Motor Replacement Outside Warranty Period: The first motor replacement was performed outside of the warranty period, at no additional cost to you. Despite any challenges faced during this process, we remained committed to assisting you, even when the warranty did not require us to do so.
  Communication: We acknowledge that there were multiple email exchanges between our team and you. Any delays were not intentional but rather a result of careful adherence to procedures and sourcing the necessary parts. We regret any inconvenience caused.
  Operational Status of the eBike: Our records, including service tickets and complaints, show no documented issues with your Ariel Rider City eBikes between April 2021 and May 2022. It's crucial to differentiate between general inquiries and specific unresolved issues, as the number of emails doesn't inherently reflect ongoing or significant problems with the bike.
  Your Claim of Inoperability: Our Terms of Service clearly outline the guidelines for addressing concerns. Claiming that the bike was non-functional for a year without reporting this to us does not substantiate your claim. The fact remains that from April 2021 to May 2022, there was no communication from your end regarding this matter. Unfortunately, without reaching out to us during that time, the responsibility to utilize your warranty falls on you.
  We are committed to ensuring customer satisfaction and encourage you to contact our support team for further assistance or clarification on this matter. Our goal is to provide quality products and support, and we hope to resolve any lingering concerns you may have.
  
  

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20058674
  
  I am rejecting this response because:
  

  The e-bike did not work correctly during the majority of the warranty period. I rode our second Ariel Rider City e-bike during that time period while I waited for parts and repairs to be made. There have been no major issues with our second Ariel Rider City e-bike.

  According to Ariel Rider and a local e-bike repair shop, Ariel Rider has stated that no Ariel Rider City e-bike motors are available through Ariel Rider. So Ariel Rider is basically stating that their City e-bike is trash and I'm out a couple thousand dollars.
  

  Sincerely,
  
  *****************************