ComplaintsforElectric Bike Paradise, LLC

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased, through Electric Bike Paradise, an E Wheel, ***M34 lightweight, transportable, red mobility scooter, on November 29, 2023, order number *****. That unit arrived via a delivery company on December 8, 2023. I removed this scooter from it's packaging and noticed that it had a broken part and later when trying it out it became inoperable. I have received no satisfaction from Electric Bike Paradise to date, whom I have been in constant contact with, for the past 3 weeks now. I have been requesting an exchange for a better, more expensive portable scooter, which I agreed to pay half of the difference for, due to the inconvenience I have already had to suffer. I have been looking for Electric Bike Paradise to replace this ***M34 mobility scooter, with an ***26 lightweight folding mobility scooter, also in red, since I have determined that the ***M34 is of inferior quality and no longer feel I can trust it. This is my 3rd scooter purchased through Electric Bike Paradise from E Wheel, since I have been a customer of both of these companies, since 2021.

  Business response

  01/02/2024

  *****************************, a third-time customer of Ewheels scooters at our store, reached out to us on December 10, raising some issues with the ***M34 scooter that he purchased from us on November 29. As part of our standard protocol for handling complaints, our customer service (CS) agent, *****, requested photos and videos as proof of the product issues so we could forward them to Ewheels. However, this customer refused to comply and demanded quick action despite the lack of evidence on his part. Two days later (December 13), CS Agent ***** received an email from **************** asking for a follow-up on the status of his complaint. Again, CS Agent ***** requested the photos and videos, which Ewheels requires before addressing a product complaint.

  
  CS Agent ***** then referred this issue to CS Agent ****, who tried to call **************** twice on the same day, but received no response. The following day (December 15), **************** was already demanding updates despite his non-compliance with our request for photos. CS Agent **** attempted to negotiate the lack of photo evidence with *******, but to no avail.
  This issue was subsequently escalated to the Store ******** **** Manager *** reached out to Ewheels once again, this time contacting all possible contacts within their company. She received a response from them stating that all the issues raised by **************** were related to the rear part of the scooter, and they were willing to send replacement parts for that area. However, **************** expressed his preference for an exchange with a new and better model, the ***26, which is not yet listed in our store.
  **************** eventually sent a photo on December 21 when we assured him that ******* was willing to proceed with the exchange and waive the 20% restocking fee (which is also a part of their return and exchange policy) if he proceeded with purchasing the ***26 unit.

  
  CS Agent **** followed up on the email sent on December 21 to Ewheels but did not receive any response from them.

  
  On December 27, Manager *** was referred to the shipping ********** of ******** who informed her about the detailed return policy of ******** including the requirement for a detailed photo showing that the product is still in good condition and should be in its original packaging. She immediately conveyed this information via email and phone call to ****************, but he mentioned that he no longer had the packaging and continued to refuse the protocols set by the supplier.

  
  Manager *** then contacted the Ewheels team in an attempt to negotiate another solution, suggesting the pre-purchase of a box packaging from a third-party courier to have a box ready for pickup when they collect the product. However, the Ewheels team did not respond.

  
  Electric Bike Paradise was closed on December 31 and January 1 for the New Year Celebration.

  
  On January 1, **************** filed a formal complaint here on BBB, and on January 2, he reached out to Electric Bike Paradise via a phone call to inform us about the charges filed.
  On the same day, Manager *** followed up on the email sent to Ewheels and received a response from the shipping ********** stating that they do not offer pre-purchasing of packaging and do not cater to white glove servicing. Manager *** then suggested that we reach out to their third-party courier, ***** Ground, to discuss the possibility of pre-purchasing suitable packaging for ******************** product.

  
  To date, the Electric Bike Paradise team has been working diligently, even engaging in daily hour-long calls with ****************, to ensure that they are doing their utmost to achieve the results he is looking for. Ewheels has also been flexible with some of their protocols to address ****************** concerns.

  
  We hope this BBB complaint will be resolved in our favor while we continue striving to meet ******************** expectations to the best of our abilities.

  Customer response

  01/10/2024

  To whom it may concern,

  I have been in constant touch with **** and her staff at Electric Bike Paradise.  To date, I have received a shipping slip for me to have the inoperable EW-M34 scooter sent back to E Wheel via *****.  I contacted the local ************ to assure that there would be no difficulties in my shipping this scooter back through their office, and was advised that the scooter could be shipped without the battery.  I asked that ************ how I could return the battery to E Wheel and was advised that it could be shipped separately from their depot some distance away.  I brought the entire scooter with the battery to the local ***** store and had the scooter disassembled boxed and the battery boxed separately.  I then had the scooter shipped from their with the shipping label that was provided to me to E Wheel.  The following day, I made a copy of that shipping label and took it with the boxed battery to he ***** depot and using the 1st shipping label for the destination, paid to have the already boxed battery shipped back to E Wheel.  Today, I checked both tracking numbers for those shipments, and found that they are both scheduled to arrive at E Wheel on Friday January 12, 2024.  Upon their successful arrival at E Wheel I am to receive an invoice to pay an agreed upon additional amount in order to have a better, more expensive replacement scooter shipped to me from E Wheel.  I have informed *** of Electric Bike Paradise of this via Email today, and am awaiting her response.

  Thank you for your assistance in this matter.

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

• Initial Complaint

  09/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of transaction was 8/30. Amount was $3, 517. I asked the merchant multiple (4 times) attempts to cancel my order after it was placed. I was then informed I would be charged a fee for cancelling the order. Now I'm being told, after their multiple attempts to persuade me against cancelling the order, that I will be charged a restocking fee and now it is too late to cancel the order for a full refund.

  Business response

  10/08/2023

  Hi, Thank you for bringing this up to our attention. We always ensure that all of our customer are being taken care of.

  This order was placed by the customer online August 30, 2023 via online checkout and he requested to cancel his order on the same day however since we already processed it, a 5% processing fee will be applied. It is clearly stated on our website that purchasing an electric bike is a big deal, and we understand the importance of feeling secure about your purchase. At Electric Bike Paradise, our customer's satisfaction is our top priority. If the customer is not fully satisfied, they can return the bike within 30 days of delivery ensuring that the bike is unused and in its original packaging. Returns might take 5-7 days to inspect. Refunds will exclude shipping and, if the bike was shipped, a 20% restocking fee. Bikes from special sales or those modified or damaged cannot be returned.

  Some Important Points:
  If the customers have second thoughts about an order still in our care and decide to cancel, a 5% processing fee will be subtracted from your refund.

  Please refer to this link for our Returns & Refunds Policy: ***********************************************************.

  We communicated to the customer from time to time and never failed to update him regarding the status of his order. We also set proper expectations about the lead time of the item he ordered.

  As promised, we credited 8% of his payment back on his account for accepting the package. Kindly see attached refund details.

  Attached were the history of our calls made to him as well as our entire conversation through email. 

  We're hoping to get this sorted out soon.

  All the best!

  Business response

  10/08/2023

  In addition to our previous response. Attached was our entire conversation with ****, our supplier.

  Thank you!

• Initial Complaint

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an Glion Dolly XL electric scooter on 2/26/23 for $664.05. On 8/25/23, within the six month period of the 100% best price policy, I contacted the business to seek a price adjustment from $664.05 to $449 based on Urban Bikes Direct's website which Electric Bike Paradise refused on the basis that my item was processed/delivered. However, their policy states within six months. I am also submitting proof that Urban Bikes Direct falls within the policy requirement that the competitor is an online retailer without a physical showroom.

  Business response

  09/14/2023

  Hi there,

   I would like to sincerely thank you for bringing this up to my attention.

  This customer made a purchase last February 23, 2023 as shown on one of the attached files. He sent us an email Aug. 25 requesting to get a refund after more than 180 days from the date he made a purchase. Therefore, promotions and discounts has been offered due to the fact that the manufacturer has made an upgraded models to where they need to lower down the price of the item that ****** purchased.

  To value him as one of our customer. We offered him discounts and free gifts on his future purchases. 

  We are more than willing to take care of this situation. 

  Kindly see attachments as a proof that we are more than willing to get this issue situated.

  Thank you very much!

   

  Customer response

  09/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The dispute is over whether the policy is 180 days or six months. The policy stated six months, not 180 days; thus, legally my request is timely. 
  
  Regards,
  
  *******************
  

  Business response

  09/18/2023

  Good Morning,

  We are so sorry for the misunderstanding, we have refunded the price difference. We tried to go above and beyond as this is a special that is being rebated by the supplier which is not covered in our policy. Please let us know if there is any other way that we can help.

  Rose

  Customer response

  09/18/2023

  Better Business Bureau:

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

  Regards,

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

• Initial Complaint

  06/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The trustworthiness of this company seems questionable. They seem unwilling to authorize the return of an factory-packed, unopened item despite their advertised '30 day hassle-free return policy'. I took delivery of an **trike (order # *****) on Mon, June 5, 2023 . Two days later on Wed, June 7,2023 I sent Electric Bike Paradise an email requesting a return. Not receiving a return authorization I sent a 2nd return request on Fri, June 9. The same day I also called their customer service. I was told that my return request was still 'under review' by 'the warehouse' which however would be closed for Saturday and Sunday. Since I still didn't receive any authorization on Monday, I emailed a 3rd return request on Tue, June 13. This I followed up with another call to customer service. This time I was informed that the '7 day return window' had now been closed by 'the warehouse'. On Wed, June 14, I emailed a 4th return request, this time addressed to either a senior manager or ****************** and ******, the company founders / owners. The **trike was intended as a surprise gift for my wife's 70th birthday to provide her with increased mobility. Unfortunately she feared that it might be technically too demanding for her. So the boxes remained unopened. Without the promise of a '30 day hassle-free return policy' I would not have purchased the **trike.

  Business response

  06/26/2023

  Hi,

  Thanks for contacting us!

  We have been sending our warehouse email regarding the return label .

  Kindly check the attachment. The warehouse promised to send the return label

  We are just waiting for it so I can send it to the customer as soon as possible.

  We are constantly communicating with this customer as well as with our warehouse.

  We make follow-*** and prioritize this return request.

  We are willing to do what it takes to ensure complete satisfaction. Despite our customer-centric policies.

• Initial Complaint

  03/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 02/06/23 I purchased a ebike from Electric Bike Paradise for a total amount of $1,737.55. My issue is with the pedal assist component in which it has a total of nine speeds up to 20 MPH, 1 being the slowest to 9 being the fastest with each upper speed being somewhat equal. Well, 1-5 the speed only increases only .5 MPH (1/2 MPH) from 5.5 MPH to 6 MPH. Upon placing it in 6 will throw you back in your seat and and upon each speed increase to 9 does the same to a total top speed of 25 MPH. It is a rapid speed increase when placing in an upper speed from 6-9 and I have found it to be very dangerous and unsafe to operate. 2 1/2 year ago I purchased the same brand ebike from this same company with the same 9 speed pedal assist without this problem.I have made over dozen email to the company and the front office advises they have sent it on to the warehouse (technical people) and that they will let me know when they hear back from them. The problem started from day one and my 1st email started on 02/13 and with numerous phone calls to the front office and all they say is we referred it to the warehouse and there is nothing more we can do until we hear back from them. I also have a simple question ref. to key bobs I received to operate the alarm system as to how to operate without any response. I would just like to solve this issue before I end up in an accident.Sincerely,***********************

  Business response

  04/08/2023

  We responded a bit late than usual because the warehouse isn't responding to our inquiries as well regarding the customer's questions. As you can see on the photos we attached we tried reaching out to the warehouse a couple of times in different venues.

  We also tried calling the warehouse a couple of times but to no avail. And we just hear back from them and made sure to forward the response to ************

  right away. We are currently getting in touch with ************ if the response resolved his issue. Rest assured we are doing our best in helping the customer with his issues. 

   

  Customer response

  04/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************
  

*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. ↩