Easy Motion Electric Bikes

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowAt present (and most of the summer of 2015) my bike has been broken By broken I mean that the electrics of the bike are not working correctly I have reported this time and time again I was told that I needed to prove that the electrics would fail so I had to purchase gear for a [redacted] in order to prove it This is actually tantamount to saying that I was lying When I did prove the problem parts were replaced but they did not fix the problemI still do not have a working bike I am not proud of my language but see no reason that that could be a reason for just abandoning a customer This bike is still under warranty so "we feel that there is nothing more that we can do to appease him" is not in any way that I see satisfactory Regards, [redacted] ***

The following is the outline of events that I have been privy to:> 8/11/ [redacted] replies to a survey EM sent with the following concerns: *Gears aren't shifting properly *Bolts shake loose *Range is not what we advertised (only getting 30km) *Error message and the assist stops *Calls the bike an anchor [redacted] contacted [redacted] and instructed him to take his bike into [redacted] to have a professional look it over for [redacted] to coordinate with [redacted] anything that the bike might need from us 8/18/ [redacted] advised that these were their findings: LCD: Customer mentioned that he had an "Error " code appear on his screenWe were not able to recreate any issues with the display and all worked correctly here in the shopThe console was covered in dirt and the connectors were quite dirtyWe cleaned all the connectors (base and display)LCD worked fine Derailleurs: Customer said derailleur's were not work properlyDerailleur indexing was fineChain was crusted with dirtWe cleaned chain and lubricated Rattle: There was a rattle coming from a loose screw on the aftermarket Axiom rackWe tightened and added loctite Rear Fender: Customer mentioned fender comes loose in rearFender was OKAppears fender has been banged a couple of times *Note that the bike has over 1500km's logged and our roads are very poor here so fenders may have moved due to vibration or banging (bike racks etc...) Test Ride: We test rode the bike for miles and the bike worked perfectly in all assist modes, gearing etc The customer came in today saying only 1/of LCD display appearsWhen we inspected LCD was workingHowever after moving the screen around we did notice flickering of the screenThe LCD should be replaced per our opinionAll other items on the bike are fine 8/18/ EM shipped a display and display holder to [redacted] 7/23/ [redacted] sends an email to our Info email address with the following concerns: *calls the bike CRAP [redacted] replaced controller/errors in controller [redacted] battery won't charge 7/24/ [redacted] inquires with [redacted] to see what the they have done at this point [redacted] replies: [redacted] High Maintenance, complains and then comes in and they discover that the chains are worn, brake pads are worn, derailleurs bent, mudguards bentAll due to abuse and neglect of the bike An appointment is scheduled with [redacted] (@ [redacted] ) on 7/ for [redacted] to take the bike into [redacted] advises that [redacted] is in there just about every month and "fly's off the handle" [redacted] states that [redacted] never tunes up his bike and he abuses it 8/2/ [redacted] personally works on ***s bike and finds the following: Customer reported battery charger does not work and no lightsTested charger on multiple battery packs and it works fine Recharged customers battery pack with no problems all worked normally Completed test of battery prior to charging (as received) and once fully charged and all data is well within specification Customer says bike surgesUnable to repeat when Will tested and rode bikeTried different modes and all performed normally Eco mode seems to have changed according to customer Will tested and rode bike, all runs normallyWith no issuesAfter riding completed a cleaning with contact cleaner in case dirt and debris was in sensor area just in case Customer says assist stalls at start-up, Will was unable to reproduce problem as bike performed OK during test riding Customer reports error at start-up, Will unable to reproduceTurned on / off bike during several days, removed console multiple times, removed battery multiple time and unable to reproduce error codeCleaned all contact areas and connectors anyways Customer says during riding screen shuts down, and unable to get display to boot back up but when he tries a day later all is OKWill unable to reproduce screen shutdown problems So I have done everything to the best of our ability here but every single complaint that he has with the bike has not been able to be reproduced while the bike has been in our possessionThe bike has over km's on the bike with the last tune up done to the bike back in April 8/4/ [redacted] acknowledges that [redacted] has done everything possible at that point Offers the suggestion that [redacted] could buy a new battery (which seems unnecessary) 8/19/ [redacted] contacts us to let us know that [redacted] has called again to state: "he's still getting all sorts of issuesI basically told him in short is that we are unable to find anything wrong with his bike based on what he was telling us happened We have spent hours on his bike to try and resolve these problems but we can't find anythingI told him that we cannot absorb any more hours unless someone pays usI told him we can ride his bike all day but we need to bill someone $ / hr to do so in which he kind brushed offI told him this is the only way we'll be able to recreate the problem (if they do actually exist)" [redacted] acknowledges that [redacted] is in good hands with [redacted] and should continue to work with and through them 8/22/ [redacted] notifies us that [redacted] called their shop and insulted [redacted] 's Wife, called the bike a piece of [redacted] and threatened the Revdex.com if he didn't get his money back [redacted] advised that effective immediately they would be refusing service on the basis that he had been abusive to his staff on previous occasions [redacted] felt that many of their hours had been wasted trying to fix or replicate nonexistent problems 8/26/ [redacted] advises [redacted] that [redacted] did reach out to him [redacted] requests [redacted] 's feedback: Before I call him, I’d like your feedback on what my plan of action would be 1) I will call him directly as he has requested 2) I can tell him that he can opt to choose to visit another dealer if he so chooses for diagnostics 3) Taking it in for service, labor is NOT covered under warranty as this is a NEO Carbon Any Parts would be if found to be defective 4) Any mileage accumulated would be his responsibility It’s in his best interest to deal with you Let me know if you are OK with the above stepsHe’s your customer 8/27/ [redacted] agrees to continue to work with ***Service will be at their rate of $78/hrand he will not be serviced if he is rude, insulting or causes a scene 11/10/ We received notice from the Revdex.com that he file a complaint with them [redacted] also received and angry call from *** Below is summary of call "For the record, I got a very angry voice mail from [redacted] ( [redacted] customer who owns a Neo Carbon) last week As would be the typical protocol, I called [redacted] and spoke with ***Told him that [redacted] was reacting very hastily [redacted] laughed and said that we should wait for [redacted] to return from his holidays in Mexico Spoke with [redacted] about [redacted] yesterday and he agrees that the protocol is that the customer visit the dealer This is one of the reasons local dealers existWe support the dealer who supports the consumer Mr [redacted] has been saying that he wants a new bike for some time [redacted] and I both agree that this is not the solution for this customer This guy has dropped the F bomb in conversations with me and I will concur with [redacted] that he’s been more than offensive to [redacted] and his staff" We strongly feel that our dealer and Easy Motion have gone out of our way to appease ***, and we feel that there is nothing more that we can do to appease himWe feel his request to return the bike is unwarranted

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below At present (and most of the summer of 2015) my bike has been broken By broken I mean that the electrics of the bike are not working correctly I have reported this time and time again I was told that I needed to prove that the electrics would fail so I had to purchase gear for a [redacted] in order to prove it This is actually tantamount to saying that I was lying When I did prove the problem parts were replaced but they did not fix the problem.I still do not have a working bike I am not proud of my language but see no reason that that could be a reason for just abandoning a customer This bike is still under warranty so "we feel that there is nothing more that we can do to appease him" is not in any way that I see satisfactory Regards, [redacted] ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
At present (and most of the summer of 2015) my bike has been broken.  By broken I mean that the electrics of the bike are not working correctly.  
I have reported  this time and time again.  I was told that I needed to prove that the electrics would fail so I had to purchase gear for a [redacted] in order to prove it.  This is actually tantamount to saying that I was lying.  When I did prove the problem parts were replaced but they did not fix the problem.
I still do not have a working bike.  I am not proud of my language but see no reason that that could be a reason for just abandoning a customer.  This bike is still under warranty so "we feel that there is nothing more that we can do to appease him" is not in any way that I see satisfactory. 
Regards,
[redacted]

The following is the outline of events that I have been
privy to:
8/11/2014
[redacted] replies to a survey EM sent with the following
concerns:
*Gears aren't shifting properly
*Bolts shake loose
*Range is not what we advertised (only getting 30km)
*Error...

message and the assist stops
*Calls the bike an anchor
[redacted] contacted [redacted] and instructed him to take his
bike into [redacted]  to have a professional look it over for [redacted]
to coordinate with [redacted] anything that the bike might need from us.
8/18/2014
[redacted] advised that these were their findings:
LCD: Customer mentioned that he had an "Error 14
" code appear on his screen. We were not able to recreate any issues
with the display and all worked correctly here in the shop. The console
was covered in dirt and the connectors were quite dirty. We cleaned all
the connectors (base and display). LCD worked fine
Derailleurs: Customer said derailleur's were not work
properly. Derailleur indexing was fine. Chain was crusted with dirt. We
cleaned chain and lubricated.
Rattle: There was a rattle coming from a loose screw on
the aftermarket Axiom rack. We tightened and added loctite.
Rear Fender: Customer mentioned fender comes loose in
rear. Fender was OK. Appears fender has been banged a couple of times.
*Note that the bike has over 1500km's logged and our roads are very poor
here so fenders may have moved due to vibration or banging (bike racks
etc...)
Test Ride: We test rode the bike for 2 miles and the
bike worked perfectly in all assist modes, gearing etc......
    The customer came in today saying only 1/2 of LCD display
appears. When we inspected LCD was working. However after moving the screen
around we did notice flickering of the screen. The LCD should be replaced per
our opinion. All other items on the bike are fine.
8/18/14
EM shipped a display and display holder to [redacted]
7/23/15
[redacted] sends an email to our Info email address with the
following concerns:
*calls the bike CRAP
* replaced controller/errors in controller
* battery won't charge
7/24/15
[redacted] inquires with [redacted] to see what the they have done
at this point. [redacted] replies:
* High Maintenance, complains and then comes in and they
discover that the chains are worn, brake pads are worn, derailleurs bent,
mudguards bent. All due to abuse and neglect of the bike.
An appointment is scheduled with [redacted] (@[redacted]) on 7/24
for [redacted] to take the bike into [redacted]
[redacted] advises that [redacted] is in there just about every month
and "fly's off the handle".  [redacted] states that [redacted] never tunes
up his bike and he abuses it.
8/2/15
[redacted] personally works on [redacted]s bike and finds the following:
Customer reported battery charger does not work and no
lights. Tested charger on multiple battery packs and it works fine.
Recharged customers battery pack with no problems all worked normally.
Completed test of battery prior to charging (as received) and once fully
charged and all data is well within specification.
Customer says bike surges. Unable to repeat when Will
tested and rode bike. Tried different modes and all performed normally.
Eco mode seems to have changed according to customer.
Will tested and rode bike, all runs normally. With no issues. After riding
completed a cleaning with contact cleaner in case dirt and debris was in
sensor area just in case.
Customer says assist stalls at start-up, Will was
unable to reproduce problem as bike performed OK during test riding.
Customer reports error 14 at start-up, Will unable to
reproduce. Turned on / off bike during several days, removed console
multiple times, removed battery multiple time and unable to reproduce
error code. Cleaned all contact areas and connectors anyways.
Customer says during riding screen shuts down, and
unable to get display to boot back up but when he tries a day later all is
OK. Will unable to reproduce screen shutdown problems.
    So I have done everything to the best of our ability here
but every single complaint that he has with the bike has not been able to be
reproduced while the bike has been in our possession. The bike has over 2400
km's on the bike with the last tune up done to the bike back in April.
8/4/15
[redacted] acknowledges that [redacted] has done everything
possible at that point.  Offers the suggestion that [redacted] could buy a new
battery (which seems unnecessary).
8/19/915
[redacted] contacts us to let us know that [redacted] has called
again to state:
"he's still getting all
sorts of issues. I basically told him in short is that we are unable to find
anything wrong with his bike based on what he was telling us happened.
    We have
spent hours on his bike to try and resolve these problems but we can't find
anything. I told him that we cannot absorb any more hours unless someone pays
us. I told him we can ride his bike all day but we need to bill someone $78.00
/ hr to do so in which he kind brushed off. I told him this is the only way
we'll be able to recreate the problem (if they do actually exist)".
[redacted] acknowledges that [redacted] is in good hands with
[redacted] and should continue to work with and through them.
8/22/15
[redacted] notifies us that [redacted] called their shop and
insulted [redacted]'s Wife, called the bike a piece of [redacted] and threatened the Revdex.com
if he didn't get his money back
[redacted] advised that effective immediately they would be
refusing service on the basis that he had been abusive to his staff on previous
occasions.  [redacted] felt that many of their hours had been wasted trying
to fix or replicate nonexistent problems.
8/26/15
[redacted] advises [redacted] that [redacted] did reach out to him. 
[redacted] requests [redacted]'s feedback:
Before I call him, I’d like your feedback on what my plan of
action would be.
1)      I
will call him directly as he has requested.
2)      I
can tell him that he can opt to choose to visit another dealer if he so chooses
for diagnostics.
3)      Taking
it in for service, labor is NOT covered under warranty as this is a NEO Carbon.
Any Parts would be if found to be defective.
4)      Any
mileage accumulated would be his responsibility.
It’s in his best interest to deal with you.
Let me know if you are OK with the above steps. He’s your
customer
8/27/15
[redacted] agrees to continue to work with [redacted]. Service will
be at their rate of $78/hr. and he will not be serviced if he is rude,
insulting or causes a scene. 
11/10/15
We received notice from the Revdex.com that he file a complaint
with them.
[redacted] also received and angry call from [redacted].  Below is summary of call.
"For the record, I got a
very angry voice mail from [redacted] ([redacted] customer who owns a Neo
Carbon) last week.
As would be the typical
protocol, I called [redacted] and spoke with [redacted]. Told him that [redacted] was
reacting very hastily.
[redacted] laughed and said that we
should wait for [redacted] to return from his holidays in Mexico.
Spoke with [redacted] about [redacted]
[redacted] yesterday and he agrees that the protocol is that the customer visit the
dealer.
This is one of the reasons local
dealers exist. We support the dealer who supports the consumer.
Mr. [redacted] has been saying that
he wants a new bike for some time.
[redacted] and I both agree that
this is not the solution for this customer.
This guy has dropped the F bomb
in conversations with me and I will concur with [redacted] that he’s been more than
offensive to [redacted] and his staff" 
We strongly feel that our dealer and Easy Motion have gone out
of our way to appease [redacted], and we feel that there is nothing more that we can
do to appease him.
We feel his request to return the bike is unwarranted.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
At present (and most of the summer of 2015) my bike has been broken.  By broken I mean that the electrics of the bike are not working correctly.  I have reported  this time and time again.  I was told that I needed to prove that the electrics would fail so I had to purchase gear for a [redacted] in order to prove it.  This is actually tantamount to saying that I was lying.  When I did prove the problem parts were replaced but they did not fix the problem.I still do not have a working bike.  I am not proud of my language but see no reason that that could be a reason for just abandoning a customer.  This bike is still under warranty so "we feel that there is nothing more that we can do to appease him" is not in any way that I see satisfactory. 
Regards,
[redacted]

The following is the outline of events that I have been
privy to:

class="MsoNormal">
8/11/2014
[redacted] replies to a survey EM sent with the following
concerns:
*Gears aren't shifting properly
*Bolts shake loose
*Range is not what we advertised (only getting 30km)
*Error message and the assist stops
*Calls the bike an anchor
[redacted] contacted [redacted] and instructed him to take his
bike into [redacted]  to have a professional look it over for [redacted]
to coordinate with [redacted] anything that the bike might need from us.
8/18/2014
[redacted] advised that these were their findings:
LCD: Customer mentioned that he had an "Error 14
" code appear on his screen. We were not able to recreate any issues
with the display and all worked correctly here in the shop. The console
was covered in dirt and the connectors were quite dirty. We cleaned all
the connectors (base and display). LCD worked fine
Derailleurs: Customer said derailleur's were not work
properly. Derailleur indexing was fine. Chain was crusted with dirt. We
cleaned chain and lubricated.
Rattle: There was a rattle coming from a loose screw on
the aftermarket Axiom rack. We tightened and added loctite.
Rear Fender: Customer mentioned fender comes loose in
rear. Fender was OK. Appears fender has been banged a couple of times.
*Note that the bike has over 1500km's logged and our roads are very poor
here so fenders may have moved due to vibration or banging (bike racks
etc...)
Test Ride: We test rode the bike for 2 miles and the
bike worked perfectly in all assist modes, gearing etc......
    The customer came in today saying only 1/2 of LCD display
appears. When we inspected LCD was working. However after moving the screen
around we did notice flickering of the screen. The LCD should be replaced per
our opinion. All other items on the bike are fine.
8/18/14
EM shipped a display and display holder to [redacted]
7/23/15
[redacted] sends an email to our Info email address with the
following concerns:
*calls the bike CRAP
* replaced controller/errors in controller
* battery won't charge
7/24/15
[redacted] inquires with [redacted] to see what the they have done
at this point. [redacted] replies:
* High Maintenance, complains and then comes in and they
discover that the chains are worn, brake pads are worn, derailleurs bent,
mudguards bent. All due to abuse and neglect of the bike.
An appointment is scheduled with [redacted] (@[redacted]) on 7/24
for [redacted] to take the bike into [redacted]
[redacted] advises that [redacted] is in there just about every month
and "fly's off the handle".  [redacted] states that [redacted] never tunes
up his bike and he abuses it.
8/2/15
[redacted] personally works on [redacted]s bike and finds the following:
Customer reported battery charger does not work and no
lights. Tested charger on multiple battery packs and it works fine.
Recharged customers battery pack with no problems all worked normally.
Completed test of battery prior to charging (as received) and once fully
charged and all data is well within specification.
Customer says bike surges. Unable to repeat when Will
tested and rode bike. Tried different modes and all performed normally.
Eco mode seems to have changed according to customer.
Will tested and rode bike, all runs normally. With no issues. After riding
completed a cleaning with contact cleaner in case dirt and debris was in
sensor area just in case.
Customer says assist stalls at start-up, Will was
unable to reproduce problem as bike performed OK during test riding.
Customer reports error 14 at start-up, Will unable to
reproduce. Turned on / off bike during several days, removed console
multiple times, removed battery multiple time and unable to reproduce
error code. Cleaned all contact areas and connectors anyways.
Customer says during riding screen shuts down, and
unable to get display to boot back up but when he tries a day later all is
OK. Will unable to reproduce screen shutdown problems.
    So I have done everything to the best of our ability here
but every single complaint that he has with the bike has not been able to be
reproduced while the bike has been in our possession. The bike has over 2400
km's on the bike with the last tune up done to the bike back in April.
8/4/15
[redacted] acknowledges that [redacted] has done everything
possible at that point.  Offers the suggestion that [redacted] could buy a new
battery (which seems unnecessary).
8/19/915
[redacted] contacts us to let us know that [redacted] has called
again to state:
"he's still getting all
sorts of issues. I basically told him in short is that we are unable to find
anything wrong with his bike based on what he was telling us happened.
    We have
spent hours on his bike to try and resolve these problems but we can't find
anything. I told him that we cannot absorb any more hours unless someone pays
us. I told him we can ride his bike all day but we need to bill someone $78.00
/ hr to do so in which he kind brushed off. I told him this is the only way
we'll be able to recreate the problem (if they do actually exist)".
[redacted] acknowledges that [redacted] is in good hands with
[redacted] and should continue to work with and through them.
8/22/15
[redacted] notifies us that [redacted] called their shop and
insulted [redacted]'s Wife, called the bike a piece of [redacted] and threatened the Revdex.com
if he didn't get his money back
[redacted] advised that effective immediately they would be
refusing service on the basis that he had been abusive to his staff on previous
occasions.  [redacted] felt that many of their hours had been wasted trying
to fix or replicate nonexistent problems.
8/26/15
[redacted] advises [redacted] that [redacted] did reach out to him. 
[redacted] requests [redacted]'s feedback:
Before I call him, I’d like your feedback on what my plan of
action would be.
1)      I
will call him directly as he has requested.
2)      I
can tell him that he can opt to choose to visit another dealer if he so chooses
for diagnostics.
3)      Taking
it in for service, labor is NOT covered under warranty as this is a NEO Carbon.
Any Parts would be if found to be defective.
4)      Any
mileage accumulated would be his responsibility.
It’s in his best interest to deal with you.
Let me know if you are OK with the above steps. He’s your
customer
8/27/15
[redacted] agrees to continue to work with [redacted]. Service will
be at their rate of $78/hr. and he will not be serviced if he is rude,
insulting or causes a scene. 
11/10/15
We received notice from the Revdex.com that he file a complaint
with them.
[redacted] also received and angry call from [redacted].  Below is summary of call.
"For the record, I got a
very angry voice mail from [redacted] customer who owns a Neo
Carbon) last week.
As would be the typical
protocol, I called [redacted] and spoke with [redacted]. Told him that [redacted] was
reacting very hastily.
[redacted] laughed and said that we
should wait for [redacted] to return from his holidays in Mexico.
Spoke with [redacted] about [redacted] yesterday and he agrees that the protocol is that the customer visit the
dealer.
This is one of the reasons local
dealers exist. We support the dealer who supports the consumer.
Mr. [redacted] has been saying that
he wants a new bike for some time.
[redacted] and I both agree that
this is not the solution for this customer.
This guy has dropped the F bomb
in conversations with me and I will concur with [redacted] that he’s been more than
offensive to [redacted] and his staff"
 
We strongly feel that our dealer and Easy Motion have gone out
of our way to appease [redacted], and we feel that there is nothing more that we can
do to appease him.
We feel his request to return the bike is unwarranted.