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:09/27/2022

  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.

  On May 12, 2022 I purchased an e-bike from Ariel Rider and it was arrived on May 19, 2022. and I paid $2,319.95 USD. The e-bike that I purchased is **Class 52V from Ariel Rider Ebikes and they advertised and promised online that the **Class 52V with buttery charge will go up to 70 miles range. However, after receiving the bike I put the bike on charge overnight and I started riding a e-bike with 100% fully charged buttery but after 13 miles the e-bike was dead, so I have to call for help to take a bike back home. First, I blamed on myself I thought I did something wrong. Then, I put the e-bike in charge again and I made sure to see the buttery is 100% in charge before I leave the house, and than it happens again and the bike died before reaching a 15 miles and this happened every day for 10 days. Then, on May 31, 2022 I emailed **************** at ******************************************************* and asked for **************** Phone Number so I can explain the e-bike condition. On June 1st 2022 I received a reply from a person (*****) fro **************** and he wrote " Our phone lines are currently booked due to high incoming call volumes, however I am happy to answer any questions you may have." So, I explained all issues and I mentioned there might be a problem with a buttery because it's alway die before 15, miles range. And I asked to replace the buttery because its malfunction and asked for technical support. Long story short, I emailed so many days and communicated with a ***** at ***************************************************** and after all emails for so many days I even told him that I'm welling to drive 100 miles to take it anywhere they approve as their representative to look at the ************* it But they refuse to. After several month of waiting and waiting I did Not receive any support even I have one year warranty. So, I feel STRONGLY that they mislead me and mis-advertised their products and I'm accusing the Ariel Rider Ebike of public fraud and mis-advertising. I'm afraid there might so many peop

  

  Business Response

  Date: 09/27/2022

  Thank you for bringing this up to our attention. 

  I'm afraid there's some misunderstanding in between. As per our email on July 15th:

   

  "I'm also happy to have you send the battery to us to be inspected/repaired. This would be covered by the warranty, aside form the cost of shipping the battery to us. If that's how you'd like to proceed, please let me know so I can provide the address and shipping instructions. "

   

  Which was never responded to. In order to utilize the warranty, we do request the battery to be sent in for inspections, which the whole process takes about **** days. 

• Initial Complaint

  Date:08/29/2022

  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.

  Date of purchase transaction: 4/30/22 Order num: *****, bike is x class 52v Price paid: $2610.35 This bike came to me broken - throttle to the electric motor does not work and gives no power to the bike. I have repeatedly worked with their support team who is unable to fix the issue. I have repeatedly asked for refund or exchange and they are refusing to do so. I have repeatedly requested a call with a manager which has been consistently ignored. Its been 5months without a ************ and no hope for resolution. I just want my money back! They have a phone number listed on their website but the support team told me it is unmonitored - after I had been calling for weeks!

  

  Business Response

  Date: 08/30/2022

  Hi ******,

   

  Thank you for bringing this up to our attention. 

  I have seen that our agents have requested a call to assist you with the issue you're facing, if you can kindly follow up with them, they can assist you fast and if needed replace your ebike as well. 

  Customer Answer

  Date: 08/30/2022

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

   

  I have already spoken to the support team on the phone and they were unable to resolve the issue.  I have also been emailing with them for 5months now with no resolution.  Perhaps the time is now to just replace the bike as you mentioned? 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 09/01/2022

  Please reopen case ID ********, this issue is not resolved.  I do not have a working bike.  Ariel Rider is now refusing to refund my money or replace the bike as they said they would in the response to Better Business Bureau.

  

  Business Response

  Date: 09/08/2022

  The customer has an open chargeback case, I'm afraid we're unable to assist him until the case is resolved. 

• Initial Complaint

  Date:08/18/2022

  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 didn't understand I was completing the payment while ordering because I never saw the total including taxes and fees. As soon as I received an email confirmation, I emailed Ariel Rider with the information. The Ariel support representative who responded informed me that I would be charged 2.5% if I cancelled my transaction and asked if I wanted to proceed. I said, "Why should I be charged a cancellation fee when I had no idea I was processing the payment? I didn't even see the total cost until I got to the payment screen." ***** assistance said "I have canceled your order and will send you a confirmation email shortly. The payment is instantly deducted from our account, and it normally takes your bank 3-5 business days to execute the return." I never confirmed the cancellation, nor did I understand I was purchasing the bike for the total amount.* Purchase date: 8/18/2022 * Amount: $2482.92 * What the business committed to provide: A refund minus the 2.5%* What the nature of the dispute: Ariel rider refund $2420.85 * Order number: *****

  

  Business Response

  Date: 08/19/2022

  Hi ******,

  Thank you for bringing this up to our attention. I've checked your order and seen that you've made the purchase by using affirm. 
  Before checkout, when you're selecting shipping method, the total is shown, after this page, when you're selecting the payment method the total is again shown to the customers, 
  Additionally, when you select Affirm, on Affirm's site, they also tell you that they're authorizing X amount of $ to be paid to us as well and redirect to our website. 
  So the total amount and the authorization request is shown in multiple stages at the checkout. 

  And since your email was confirming that you wanted to cancel in your email. 
  The terms and conditions are listed on our website which you've agreed at the checkout, that also states about the cancelation fee. 
  These terms are also linked in every page on our website as well.

  Customer Answer

  Date: 08/19/2022

   
  Complaint: 17739568
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/05/2022

  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 ordered an e-bike from Ariel on June 4 and received it June 22. It came assembled except for the front wheel. However, there was a critical tool missing (QR Skewer) that is necessary to attach the wheel. I asked them to send me a new wheel, and they refused to do so. They did offer to send me a wheel hub, this time with the tool if I paid shipping of $21.36. I agreed. I paid the invoice for the hub on July 6, and it has not yet been picked up for shipment, according to ***** Ariel's customer service is atrocious once they receive payment. I want to forget about the hub, return the bike, and buy one from a reputable dealer (I should have checked the BBB site before I bought and would have seen they have an F rating). However, they say no returns after 14 days. I have yet to be able to ride my very expensive e-bike so would be returning it brand new. I do not, however, want to pay shipping, restocking fees, or whatever other bogus charges they want to tack on. I just want all my money back so I can just put this horrible experience behind me.Thank you for any help you can offer. **** Still

  

  Business Response

  Date: 08/05/2022

  HI ****,

   

  Thank you for bringing up to our attention. 

  After checking the tickets, I've seen that the new hub request was due to your bike mechanic tearing the hub apart, which isn't covered under warranty. 

  That being said, the fact that the item being shipped out on July 21st and after the first stop not tracking any further, it's safe to assume it's been lost in transit as its showing the first stop and nothing more. 
  I will personally follow this on Monday and make sure a new one goes out, and refund the shipping you've paid as well. 

  I apologize for the inconvenience.