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:03/13/2023

  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.

  I purchased an ebike from this company and one of the main reasons why I bought from them is that there bike fits two riders and included an extra seat for a passenger. Their website advertised the bike as a bike for 2 and also comes with an included long saddle as an option or you could use the short 1 person saddle. When my package arrived I was missing the included long saddle. I reached out to the company to inform them of the shipping error on their part. They informed me that this was not an error because the bike only comes with 1 seat even though they advertised it on their website and this advertisement caused me to purchase this brand and model. I have included a screen shot of their advertisement before they promptly fixed their advertising issue after I brought this to their attention. I have again requested that they send me the long saddle or a partial $250 refund which would be my cost to purchase a long saddle from a third party. They denied my request.

  

  Business Response

  Date: 06/05/2023

  I'm writing in response to your recent review, and I'd like to address the points raised. We strive to maintain full transparency in our dealings with our customers, and this includes the product specifications mentioned on our website. It is essential to note that all the information presented on our website, including the specifications for our e-bikes, clearly indicates the inclusion of a short saddle.

  
  Upon your purchase, the e-bike was delivered with the saddle that was outlined in the product details. However, when you reached out about a longer saddle that was not advertised as part of the package, we clarified that the e-bike comes with a single, short saddle as standard. Our team is always keen to address any discrepancies or misunderstandings, and we immediately updated our imagery to further clarify this point, even though the written specifications were always accurate.

  
  We understand that you requested a compensation of $300 for your concerns. It is important to clarify that our company policies do not support this type of refund, especially when the product delivered matches the advertised specifications. We are sorry that this situation escalated to the point of a chargeback, which resulted in a full refund over what seems to be a misunderstanding from your side and not checking the product information carefully.
  

  Our goal is to provide our customers with the best possible experience, and we regret any misunderstanding that occurred in this instance. We appreciate your feedback and will continue to work towards ensuring the clarity of our product descriptions to prevent any future confusion.

  
  Thank you for taking the time to express your concerns. If there are any other issues or questions, please don't hesitate to contact us.
  

  
  

  Customer Answer

  Date: 06/09/2023

   
  Complaint: 19589791
  
  I am rejecting this response because:

  Ill use this as an opportunity to correct your inaccurate statements. I purchased this bike from you because you advertised it as a bike that was built for two people that came with an optional long saddle. Thats the reason I purchased this bike. Unfortunately BBB wont allow me to share my screen shots with the public from your website that shows your false advertisement. The exact language in your false advertisement was:
  
   This bike comes with an optional long saddle.
  
  After I informed you of your false advertisement, you then immediately changed the wording to:
  
  The optional extension saddle provides enough space for a passenger to ride along.
  
  Myself, and everyone reading this understands what this bike comes with means. That statement was false. In fact, the entire section stating that this bike was built for two is a false advertisement without the inclusion of the long saddle. In order for me to make this a bike for two, I would have to purchase a long saddle from a third party ($319.96) and then make modifications to your bike to make it a bike for two. You cannot falsely advertise your product in order to sale more product.

  
  Its unfortunate that this had to escalate to a chargeback but good customer service and delivering what was advertised would have avoided it. You obviously recognized that you had falsely advertised this item when you immediately changed the language on your false advertisement after I brought the false advertisement to your attention.

  
  Anyone who is reading this and considering purchasing from this company, please take the time to read through these complaints on the BBB website. Youll see a common theme with Ariel Rider: The customer is always wrong. They have earned their F rating.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/16/2023

  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.

  So first 2 pics clearly show bike was on fire, the man and women sitting on their porch who ran to grab a hose to help me, can verify ball of fire, steady fire after emanating from under seat, till I tossed my coat on top. video I sent to staff as well as bike I brought in clearly had fire damaged, weird thing to try and deny. Next five pics are of both (2) Grizzly ebikes prior to me removing anything except the seat. Please tell me where are the mixers, I can't find them on either bike or in ****** or anywhere on your website's specs, as well as I've asked many of your staff to do this already non could. So please show me. Absolutely I want to see those reports please forward them to email or post on here. and my father is a 40-year electrician, red sealed, what do you consider a professional?

  

  Business Response

  Date: 02/16/2023

  I apologize if anything sounded like were attempting to deny any issues here. Youve had an issue with your controllers.
  Which was replaced under warranty. 
  
  
  After this point, due to you attaching the controller to your bike (youve reverse-attached the power cables), and admitting the mistake as in the email, the controllers were melted.
  Please note that controllers themselves do not have anything that can actually catch fire inside the way youve described.
  And your batteries are completely healthy as youve brought your bike to our facility for repairs after this incident.
  User errors/mistakes can happen and were happy to assist.
  
  
  
  Additionally, in your previous complaint yesterday, you mentioned below:
  
  I paid to have it replaced by a professional, who warned me how dangerous it was
  
  
  Today the aforementioned paid professional is your father. 
  
  
  However, in your email on July 25th, 2022 to us you clearly said:
  
  I installed the controllers, using the recommended video it was very straight forward and simple, only two pin connectors could be mixed up, myself and my father checked everything was hooked up correctly.  We turned bike on, there were no error codes. I took the bike to road,  throttling with back tire, once on road I tried pedal assist which still didn't work.
  
  
  
  
  Regarding your question about the balancers, if you kindly follow the power cables (as your bike was replaced with an upgrade), youll find the balancer in the housing of the rear battery, inside the sealed part.
   
  And in the instructional video, were also recommending paying an attention to these cables and marking them before you disconnect anything. As your electrician's father or the paid technician who replaced your controllers may have told you, in order to use 2 batteries simultaneously you need a battery balancer/mixer. 
  
  
  The point were trying to make is, we understand youre frustrated. However, a refund option was provided, and a replacement option was provided. Youve selected replacement, it was delivered to your door assembled. Youve ridden the bike for about 2 weeks and had another minor issue issue with your bike which was addressed by our team and the warranty is honored for that instance. 
  
  
  Weve communicated to you that this mistake is NOT covered under warranty.
  Knowing this you kindly dropped off your bike at our facility in mid-September, and on September 22nd the cost was communicated to you.

  
  Please note that what youve faced where the faulty installation of the controller is NOT something that is covered under warranty.
  However, due to the unforeseen circumstances of a facility flood followed by a theft (which also had your Ebike stolen from our facilities), weve offered you a refund amount which deducted the wear and tear, or replacement option.
  And youve selected and received a new replacement bike, a set of tires as you had different tires installed on your Ebike. 
  
  
  Im afraid this is where this case closes. 

  Customer Answer

  Date: 02/16/2023

   
  Complaint: 19402749
  
  I am rejecting this response because This is pic of first bike nothing has been disconnected where is the mixer? also you denied my request for an upgraded bike and I got a direct replacement. so mixer will be in same spot for all pics. you seem to think my dad isn't professional but I ask again why, he has 40 years experience, he still seems like only one who knows why bike failed, your staff is clueless, are they professional? and it failed because of rear hubbed motor but the technical jargon is over mine, and ARIEL staff head it seems.  the email said installation was easy only a possibility of two cords hooked up wrong. I did have everything labeled and again was straight forward I had a professional there and when bike was turned on there was no error code. but again, your company took blame and covered repairs under warranty that was resolved you admitted responsibility, why are you back peddling? we are on a hole new broken bike you shipped to me, threw a person ******** who drove it threw bad weather uncovered over the boarder, is he a bonded shipper? does he have rights to transport goods over the boarder? was he trained and hired by your company as a shipper? or was it some random teck support worker with no experience, a guy perhaps trying to make up for his and his companies many blunders errors lies and miscommunications? id guess untrained as he transported it uncovered in rainy weather. I would personally chose to tarp my cargo, did he decide not to or did your company not provide him with one? I have been supper tolerant understanding patient but come on, and why when getting a refund for a never used bike would you be deducting money it was brand new still in a box sitting in your warehouse and you wanted over a thousand dollars back for it, if that's not unequivocal proof of a scam company what is? and even though I had hoped your crew could assemble a bike, but seeing how horribly they failed and knowing ill never get proper support from ARIEL RIDDER company id gladly take that refund, if still on table, better than the oversized paper weight you sent me.
  

  ***************;(Ariel Rider Ebikes)
  Nov 23, 2022, 12:10 PST
  Hi , 
  
  
  
  Best,
  ****
  Kind regards,
  www.ArielRider.com
  Sincerely,
  
  theirs another email that denies my request for the newer model bike pointing out its same price but Denied. 

• Initial Complaint

  Date:02/04/2023

  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.

  They don't stand by their warranty.

  

  Business Response

  Date: 02/15/2023

  Thank you for getting in touch with us. 

  After reviewing your case, we've seen that the tear you have on your cable - as seen in the attachment is not a "normal wear and tear", I'm afraid. 

  You can clearly see the cut on the cables which is why it's not covered under warranty as this happened during usage of the product. 

  Which has caused a short in your controller, and our team has already sent a replacement which was covered by the warranty. 

  Customer Answer

  Date: 02/16/2023

   
  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:01/07/2023

  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.

  Bought A X-class ebike 12/22. Ran great for **** miles then the motor wire got torn and bike no longer worked. Contacted ******** at Ariel Ryder and he said not covered under warranty and no motors in stock. I was put on a waiting list and said it won't be to long. That was 4/22..here we are eight months later and still no response from Ariel Ryder. I missed the whole summer/fall riding season while still making payments...And my warranty expired while waiting on parts. Been making payments the last eight months on a bike that doesn't work...

  

  Business Response

  Date: 01/22/2023

  Hi there, 
  
  We apologize for our team's lack of response here. 
  We've recently moved to a new facility, and I'll make sure to expedite this motor issue and extend your warranty right away. 
  
  

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18701342
  
  I am rejecting this response because:

  I feel a motor/rim free of charge is what should be done. I t's been   10 months and counting "waiting on a part"?  I only had this bike for 13 months. Other members of the Ariel ******************** confirmed they bought same part I need over the summer...I been making payments on a bike I can't ride for the last 10 Months..$2300 and counting...Ariel Ryder should take accountability for this poor customer service and compensate with a motor/rim no charge. 

   

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

  

  Business Response

  Date: 02/08/2023

  Hi *****,

   

  Thank you for your response. 

  I'm afraid we're unable to offer this proposition.

  Our team has already proposed 2 discounted options for you and extended your warranty for the time waited for the parts. 

• Initial Complaint

  Date:12/28/2022

  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.

  October 14, 2022 I paid $1969.91 tax included for a back order that will ship end of November. Checking back at a later date shipping was updated to ship end of December. Now they are telling me first part of January. Im not very happy with paying for something so far in advance and not receiving my purchase. This company shouldnt bill my credit card until the item ships. No telling how many thousands of dollars this company has made without shipping the item that was paid for. THEIR BILLING BEFORE ITEM IS READY TO SHIO NEEDS TO STOP!!!!

  

  Business Response

  Date: 12/28/2022

  Hi there, 
  
  Thank you for bringing this up to our attention. 
  We sincerely apologize for the delay in this shipment.
  However, at the time of purchase, as you'll see in the Expected Shipping Dates page, which is linked to each product page, it's explained that these dates are "expected dates" and should there be any changes we'll keep you up to date. 
  Which in your case this has been done, and you're also given the option to cancel your order if you wish to as well. 

  
  The payment terms are very clearly outlined on our website as well, so we're not providing false information.
  

  We understand that these delays are frustrating for both sides, however, we're very transparent on our emails on these delays and provide as much information as we can just so that there are no misunderstandings in between. 
  Again, we're very sorry for this 10 day additional delay you're facing and look forward to getting your bikes to shipped out. 

• Initial Complaint

  Date:12/16/2022

  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.

  The company charged me $1800 plus tax for a bike and shipping insurance they didnt have in stock. When I realized the order would not ship for like 3 months and that the company was sketchy, I asked for a refund. The company charged me and everyone else who cancels $50 for a refund. By the way, it appears the bikes still havent been shipped, as Ariel riders website says: Orders placed on or after 09/22/22 are expected to start shipping out in end of December. I would like to know how much money the company collects solely from charging $50 for refund on bike the customers pay in full from upfront. I bet they make considered money from that. Credit card refunds are not costing them that much and they dont have to bill in full for bikes they dont have. The company seems to keep very little actual inventory, then collects peoples money so they can pre order from *****. This company is doing bad by people. I dont expect resolution from this company ( Ariel Rider) but I think people need to know about this company, mean they already have an F rating on this Better Business Beauru website. I suspect most of their other reviews online are falsified.

  

  Business Response

  Date: 12/19/2022

  Hi there, 
  
  
  Thank you for getting in touch with us. 
  At the time of your order, you were informed that this item was on backorder with an estimated shipping date. 
  I've checked your tickets and from the looks of it, you wanted to change your order and then cancel it. 
  Our team has let you know about the cancelation fee and you've agreed to this as below:
  "I understand. At this point, Ill just accept the 2.5% fee and go ahead with the refund." on October 7th, 2022. 
  
  
  Additionally, this cancelation fee is also mentioned on our website terms and conditions which you've agreed to upon checkout on our website as well. 
  
  We do not take preorders and get them produced accordingly, as you may find on our website, all of the other products are in stock. This is more about the supply chain issues we face from time to time. The other model that you wanted to change was and is in stock to ship immediately (X-Class and/or Grizzly). 
  
  
  In your case, the cancelation request was not due to a delay, it was a request from you as below:
  "Im very sorry to trouble you again, but after a ton of consideration, I really believe that I should have waited to place my order. I now feel that I should have ordered a Grizzly or X-Class instead of the ******(they seem better for me).
  Would It please be possible to cancel this order? Id really like to take some more time to confidently decided between the two model and to make additional financial preparations for this change."
  
  
  Our team has also offered you below:
  "What I can do to avoid the fee for you is if you place a new order, and send me the new order number I can cancel the ****** order in full."
  
  
  The preorder system that we have is 100% FTC compliant and the customers have been informed beforehand in case of a delay in the shipment with the option of canceling their orders without a fee. 
  
  Additionally, the "falsified" reviews are all audited and approved by a 3rd party independent company. 

  Customer Answer

  Date: 12/19/2022

   
  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:12/05/2022

  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.

  My complaint is that I contacted the company about 8 times now, only got 1 response and that was the second week. Never got anything from them to this day have not got anything from them. I even wrote them and told them if they could send me a new display and they never wrote back at all. I asked them to send a new display and told them I will pay for it. Serial number is ************. The email address is ****************

  

  Business Response

  Date: 12/05/2022

  Hi there! Thank you for bringing these up to our attention. 

  I've seen that all of your emails have been responded within a few hours, kindly check your spam folder as it might have gone there. 

• Initial Complaint

  Date:11/08/2022

  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.

  May 6th 2022, $1799, I received my bike end of July, and a battery came broken, then I contact them. A Ariel rider. ************ I was waiting for the response. It came after one day and they told me you can send us the battery we can fix it and we can send it back so I sent them I paid for *** from my pocket and after three weeks my battery came. then I am facing a new problem for my bike. Some fraying sound is coming from my bike and wires are getting really hot. I was scared directly. Contact them same thing happened. Their response is very slow after one day or sometimes two days. I explain my situation. I record a video I send them. They told me dont ride a bike. We will send you a new controller as they said, they send me a new controller, I got the new controller. I install in the bike by myself. Everything was fine for two weeks after **** having same problem they send me a new motor then I install the motor everything was fine one week and then my bike was stop working. A fault is coming error code 8 , from nine days Im not riding my bike now from beginning I have this problem I told them please change my bike or refund my money or fix my problem. They are not doing anything. I cannot fix that bike by myself because electronics I dont have knowledge in electronics. They told me they gonna call me on video call, they told me to buy some stuff for the bike like a denatured alcohol I bought that I cleaned all the wirings, but I still have that error code smells like burnt and its very dangerous for the battery and for my health and my life, the bike stop working on the middle of the road. I told them Im gonna send you the bike back. Please send me a new bike its in warranty and Im facing the problem from beginning not after one month or two months. They are not understanding that time only I told them please send me a new bike. I will send you this bike. I will pay for the ***. Dont worry theyre still not doing anything for me. Pls try to help

  

  Business Response

  Date: 11/10/2022

  Hi Sumit,

   

  Thank you for bringing this up to our attention. 
  From what I can see, the replacement process has already been initiated prior to this complaint. 
  Please let me know if there's anything else we can assist you with. 

  Customer Answer

  Date: 11/10/2022

   
  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. yes thank you so much. My problem has been solved. Im just waiting for my bike Ariel rider is replacing a full bike, and Im really satisfied with that because my problem has been solved Thanks again.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/29/2022

  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.

  I recently purchased the Ariel Rider Grizzly - 52 *************** Ebike and have had the worst customer experience. The bike has had multiple defects and this company refuses to replace or refund it and has been incredibly unresponsive. When I first purchased it in August, it had a leaky brake line, so I reached out to them and it took multiple conversations over several weeks to get them to replace the parts. After I finally received the parts and replaced them myself, the computer system completely failed and will not turn on, so it no longer functions as an ebike. Since this happened over a week ago, I've had multiple back and forths with them regarding the issue with no solution to this now fully non functioning bike. And when I asked to be connected to a supervisor or manager, they claimed "supervisors are hard to get a hold of," and then completely stopped responding to me after that. So I now have an ebike that does not turn on or work and they refuse to respond to me or provide any sort of replacement or refund. Hoping someone will reach out to me ASAP to rectify this. Considering this was a nearly $4,000 purchase, I'd like a replacement ebike at no charge and with no fees, or a full refund

  

  Business Response

  Date: 11/10/2022

  Hi *****,

   

  Thank you for reaching out and I'm sorry to hear about your less than ideal experience so far. 

  From what I can see in your ticket history, there's an open chargeback from your side and as our agents have informed you we're unable to assist while the dispute is open, and these disputes can take over 75 days to resolve.
  If you'd like to rectify this issue, kindly let us know when the dispute is closed.  
  Thank you for your kind understanding.
   
  A supervisor has reached out to you as well as of October 31st by email, which we haven't received a response.
  And our agents have also provided you the options of return (in which the questions were not responded to) or requesting information to assess the issue with your ebike (which is also not responded to).
  While I completely understand the inconvenience of the situation, we're happy to assist. 

• Initial Complaint

  Date:10/17/2022

  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.

  I received an ebike from Ariel Rider on September 20, 2022. After discovering that my batteries would not charge again, I notified Ariel Rider through online customer support. Customer support stated that my charger was defective and that I would receive a replacement when they arrived "late next week". I have emailed a request for updates and have not received a reply from messages sent to them last week and today.

  

  Business Response

  Date: 10/24/2022

  The customer's charger shipment was delayed. it's shipped and delivered at the moment.