ComplaintsforVanmoof USA Inc.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Date of Purchase 6/24/24 I purchased a Vanmoof now Ebike S3 brand new in the box. Before I made the purchase, I went onto the Vanmoof website and to gather information to be an informed buyer. When I went online to register the bike it said I need a validation code and apparently this new bike was a stolen bike that was new. I notified the ********* location, and they informed me that the USA branch must take of this matter. The issues I have is one on the website it does not mention you would need a validation code, does not offer a serial number lookup to determine the bike was stolen nor any notice to state contact us before purchasing from and individual person. In fact, they encourage 2nd hand purchases. Since they knew there was a stolen batch of bikes, they should publish on their website Buyer Beware and they did not. They said they will speak to corporate about my suggestion and see that moving forward this is done. In the meantime, I have a brand new S3 bike that is useless. They should take this one back as it is new and give me a refurbished one and sell this one as new.

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a Vanmoof in July 2021 with a 3 year warranty. In February 2023 my e-bike battery died. After a lengthy time without the bike (4 weeks), I received a replacement.Yesterday, October 22nd 2023, my replacement bike battery died. I went to My Vanmoof and found out that the parent company in Holland filed for Bankruptcy but in reading the details, ******* division did not. They say they are still providing support, however the phone number ***************) tells you to chat, the chat is shutdown and when trying to schedule an appointment it just tells you that you cannot.There should be no reason for Vanmoof to cease support in ***. I want to make contact with the company and either replace my bike on warranty or get a full refund at this stage as I have no confidence that a replacement bike will not end in the same result. As a minimum, I want my warranty/support completed ASAP.

  Customer response

  11/17/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Vanmoof USA Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ****************
  

• Initial Complaint

  10/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Customer support is non-existent Ive reached out to them multiple times to cancel my subscription but. They never respond leaving me unable to cancel.

  Customer response

  10/31/2023

  At this time, I have been contacted directly by Vanmoof USA Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   The business sent me an autogenerated response letting me know they have found new ownership but they have not responded to my original request to cancel.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  * ****

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a 1yr lease of an electric bike from VanMoof in June 2023. The bike's frame # is **********. After less than 1wk of using the bike, the gear shift failed. While going downhill (without peddling), the gears started making loud grinding sounds. I pulled over and inspected the bike, but couldnt find anything visually. Since that event, the gear shift isn't working properly (e.g., gears don't shift properly; doesn't shift into upper gear; bike now has resistance when biking, ). I'm concerned it'll get worse, as the current bike isn't usable and I'm afraid I may be injured while riding it (if something occurs). I reached to VanMoof using their website and chat robot, and scheduled a repair for 9/28 on 7/19/23 (their first available date). I also submitted a complaint to their bot, requesting either a refund or faster service as I cannot wait 2months for this bike to be fixed (i.e., the entire summer months in *******). The chat bot said "Thanks for leaving a message. You'll receive a reply via e-mail within 5 days." It's now been 14 days with no response. I am seeking either (1) faster repair, (2) replacement bike, (3) pause on future invoicing plus credit back for the last invoice. The bike is defective and I shouldn't pay for poor manufacturer quality and lack of prompt repair service options.

  Customer response

  08/28/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Vanmoof USA Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The bike has given me non-stop issues since I received it. Finally, the battery shut down while I was biking on a busy street that was on an hill and made me lose control given the weight of the bike and the sudden stop. Luckily I was not in a serious accident, though very well could have been given the danger of the situation. I shipped it back to Van moof to have the battery replaced and it came back with different error codes. Now the e-shifter is not working. ******** refuses to compensate me, customer support is unhelpful and unresponsive, and theyve gone bankrupt so theyve closed their repair centers for appointments, wont ship parts, and will not accept shipments back. After paying $2800+ for a bike thats constantly had issues and has put me in a dangerous position, ******** does not care to rectify the issue.

  Customer response

  08/14/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Vanmoof USA Inc. regarding complaint ID ********. I have been emailing Van **** customer support separately but receiving responses very sparsely with dismissive responses/refusals to help find a solution. Seems that their strategy is to wear consumers down. 
  
  ********************************************
  

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought an S3 bike from VanMoof on the basis that there was a certified repair shop in ************* listed on their website and a warranty to cover any mechanical defects in the product. The chain of the bike broke almost immediately upon riding and the company has refused to provide final instructions for return and replacement. VanMoof cites " recent developments causing the company to hold off on shipments."

• Initial Complaint

  07/13/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a VanMoof S3 bike on 27 Feb. 2022 and received the bike on 20 Apr. 2022.Since this date I had to have had 5 repairs. I have 3 batteries and 3 gear shifting problems that required replacements.The following are visible on my vanmoof account (invoices attached):Battery replacement on 10 July 2022 (***********)Rear wheel (w/ e-shifter) SELF replacement on 17 Aug. 2022 (***********)Eshifter replacement and Battery replacement on 08 Oct. 2022 (***********) and (***********)Battery replacement on 20 Apr. 2023 (***********)Rear wheel (w/ e-shifter) replacement on 06 July 2023 (***********)Vanmoof repeatedly refused to refund me and return the bike by stating I can only do that within 15 days of receiving the bike.With all the wait time for an appointment for repairs and the repairs time I have barely used my bike and do not believe I received a functioning item. I tried to repair myself one time as the wait time for appointment were long but the shipping was still slow (38 days) so it didn't feel worth it. When I requested my last appointment I had to wait 45 days. I feel like my bike has been usable around 30-40% of time since I purchased it. I can go through all my documents and add up the unusable time for a more compelling.Is there ground for a lawsuit?I would like to return the bike and receive a full refund.I would like to receive compensation for time wasted.

• Initial Complaint

  07/10/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased the model S2 bike, frame AST8901652, in May 2020. Since then, the bike has been sent in for repair over 5 times for the same problem, which is never fully and finally resolved: the battery and the computer module has failed and has been replaced, but always fails again a few months after each repair. I want a full refund for the price of this bike and I will return this bike back to Vanmoof.

  Customer response

  07/10/2023

  Last repair was January 22, 2023

  Customer response

  08/07/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Vanmoof USA Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello,I purchased my VanMoof s3 E-Bike for $2748, serial # ************, on the 19th of Sept 2022.Vanmoof has committed to providing a functional s3 E-Bike and a two year warranty for repairs and replacement for damage from normal use. I have owned this bike for 35 weeks, and it has been trouble-free only 8 weeks. Their response and resolution to warranty replacement and repairs has been negligent. For example, there was a period of over five months where I had requested multiple times for a repair or replacement parts from Dec 16th until my bike was finally repaired on the 17th of May. Then, when I received my bike back from that repair the shifting system broke again within two weeks.I am stating that Vanmoof has not provided me with an unreliable bike that will function for no more than a few weeks before needing repairs, and they have been negligent on providing such repairs, delaying on responses to my requests for repairs and replacement parts. Vanmoof has restated commitments to repair my bike in a timely manner multiple times. However, that has not happened. The serial number for the bike is listed above, and the order number is ************* All I want is a full refund for the bike.Thank you for your time,*************************

  Customer response

  07/06/2023

  At this time, I have contacted Vanmoof USA Inc. They closed my complaint ID ************ though they did not resolve the issues.  They did this without my permission and I am stuck with a faulty bike which I cannot use. My complaint has NOT been resolved because: They have refused to issue a refund, only repairs which have been faulty multiple times. I am now seeking legal measures for restitution.  This is a violation of UDAAP.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In October 2023 I purchased a Van **** E-bicyle for $2771.10 from the ******** Store in Brooklyn **. Because I live in ******* ******, I had to drive and pick up the bike in the **. ******** states they have a world-wide network of support and sales. Neither is true. Two months after the purchase, the bike's battery died and could not be charged. Due to the special e-bike technology, only their technicians can repair. For the last 4 months, I have tried emailing through their site, tried to phone them and even contacted the head office in ***********-all through their so-called support system, and no response has been received. I have all the sales and proof of ownership, and am looking for any assistance in resolving this matter. This should have been a purchase from a reputable company and it has turned into an expensive nightmare I am hoping you can help me Thank you in advance Regards *********************** ************

  Customer response

  05/13/2023

  At this time, I have been contacted directly by Vanmoof regarding complaint ID ********, however my complaint has NOT been resolved because:

  The store where the bike was purchased has made no attempt to contact me regarding the issue. Instead a representative from the company responded via email however it has only been after several communications on my part that they responded and even then  they will not reveal where the bike is going to be repaired, they have not provided any confirmation number for the repair, and have been secretive about where the bike is to be shipped.  They will not provide  a phone number for follow-up and say the customer simply has to wait for a reply

  I have noticed that the BBB has several complaints about this company and their lack of customer service. At this point I have no choice but to adhere to their instructions and have the bike shipped by them to a "un disclosed location. The only way this company helps a customer is when you advocate over and over again! The impression is that they  do not care about you after you make a purchase.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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

*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. ↩