Complaints

• Initial Complaint

  01/25/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  11-22-2024 is when i purchased it then received it appropriately 2 weeks later. I've risen the bike for ***** miles and 4 spoked snapped off completely. I been riding bikes for 40 years never had that happen. They said spokes was lose and the warranty don't cover that. The warranty doesn't cover anyhing. The wire on the motor also was cut they wont replace that even tho its attached to the motote and no way to change the cord. The bike came the battery didn't even work i had to wait 2 weeks after i got the bike for a new battery and the lock on the bike don't work so i cant take the battery off and that isn't replaced. So only thing the warranty covered was my battery that didn't even turn on at all when i received the bike.

  

  Business response

  01/28/2025

  Hi *****,
  
  
  Thank you for reaching out and giving us the opportunity to address your concerns regarding your rear wheel assembly and warranty coverage. We understand how frustrating it can be when a component doesnt perform as expected, and we appreciate the chance to clarify our warranty policies and quality assurance processes.
  
  
  To ensure the highest quality, all our wheel assemblies are hand-built by professional mechanics, thoroughly tested, and inspected before shipping. Based on these quality control measures, we are confident that your wheel assembly was in excellent condition upon leaving our facility.
  Regarding the spokes, its important to note that spoke tension naturally loosens over time, especially within the first 100 miles of riding. This information is outlined in both our user manual and on our Ebike Maintenance page. Regular pre-ride spoke tension checks are strongly recommended to help maintain wheel integrity and prevent breakage. As spokes are considered a consumable component, they are not covered under warranty unless a manufacturing defect is present.
  
  
  Additionally, the damage to your motor cable is not classified as a manufacturer defect and, unfortunately, is not repairable. This necessitates replacing the motor core, which we discussed with you on November 12, 2024. We understand that this can be an inconvenience and strive to make the replacement process as seamless as possible.
  
  
  With regard to your battery, we took extra steps to expedite a replacement for you under warranty, recognizing your specific circumstances. We always aim to assist customers wherever possible within our warranty guidelines.
  
  
  Concerning the battery lock, we require verification of defects before approving warranty replacements. We requested a video demonstration of the issue on two occasions (November 12 and November 22, 2024) but were unable to proceed without this verification. If you would still like assistance with this matter, we would be happy to review any supporting documentation you can provide.
  
  
  Our goal is to provide fair and transparent warranty support while ensuring the safety and satisfaction of our customers. Whenever possible, we have applied warranty coverage to assist you, and we remain available should you need further clarification. Please feel free to reach out if you have any additional questions.
  
  

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an Ariel mountain bike.and they shipped it with a dead battery, which they refuse to replace.

  

  Business response

  09/17/2024

  I'd like to note that the customer has written this complaint the same day as he informed us about the malfunction. 

  As Ariel Rider, we've not denied of a replacement of the battery, rather tried our best to diagnose the issue he's having. 
  After the diagnosis, we've concluded that the issue he's facing is not due to the battery, rather another component, which has already been shipped to the customer. 

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After installing my ARIEL ****** bike that just arrived this week, I came to connect the screen with one of the connector cables, however the pins would not align as they were out of place. After contacting the company to send a replacement display that was not damaged, they advised me that this was not covered under the warranty and that it was due to user error, which I explained to them could not have been possible as I aligned the arrows as instructed, but the pins were not in the correct place. I have not been able to use the bike even once, and they want to charge me for a replacement display as according to them it is not covered under the warranty. To say that this is the worst customer service/ company I have ever dealt with would be a massive understatement. They have no basic concept of customer service or how to retain consumers and honor their warranty and I will never be doing business with them again.

  

  Business response

  08/06/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for the frustration and disappointment you've experienced with your Ariel Rider ****** bike's display. We understand how disheartening it must be to receive a product you're unable to use immediately due to the issue you faced.
  
  
  We take great pride in our rigorous quality assurance process, which includes multiple checks before each bike is shipped. The issue you've encountered with the display would typically have been identified during these inspections. Additionally, our shipping methods are carefully designed to minimize the risk of damage during transit.
  
  
  Based on our extensive experience with our bikes and customer assembly, it appears that the issue may have arisen during installation. We understand this may differ from your perspective, and we regret any implication that you might be at fault. We have also sent out an email to you (and all ****** customers when their bike is delivered) which serves as a preventative tip for this exact case. It states the following: Please AVOID this mistake when youre assembling your ebike which speaks to what happened in your case. It includes a link that details how to easily avoid this from occurring. 
  
  
  These situations can be complex, and while we may see this from different positions we are here to help within the bounds of our policies and our warranty and refund policies are designed to ensure fair and consistent treatment for all our customers. While we're unable to offer a refund at this time, we want to work with you to find a satisfactory resolution. Our refund policy, available at *******************************************************************************, outlines what we require for a refund or return. 
  
  
  Although we can't make exceptions to these policies, we value your business and want to ensure you can enjoy your Ariel Rider ****** bike. Our customer service team is ready to assist you with the process of replacing the display or to address any other questions you might have. We're committed to finding a resolution that addresses your concerns while adhering to our established policies.
  
  
  We genuinely appreciate your feedback, as it helps us improve our products and services. Thank you for giving us the opportunity to address this situation. We hope we can restore your faith in Ariel Rider and provide you with a positive experience moving forward.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Ariel Rider Grizzly E bike. The first one they sent had faculty controllers and took Ariel Rider months to correct. The second bike they sent exploded May 25th 2024. The controllers under the seat malfunctioned, exploded and caught on fire. The event was traumatic and I barely got off the bike in time to avoid being burned. When the faulty controllers malfunctioned and caught fire it burned out many of the electrical systems and motors rendering the bike un-ridable. I reached out to Ariel Rider. They said the controller fire was caused by me, resulting in a controller fire and front and rear motor failure. Rider has offered to fix the controllers but not the motors ($600.00) We are still not sure that will fix the bike I would like them to ether (1) fix the bike (2) replace the bike (3) provide be a refund of $2500.00 I think its also important Ariel Rider let other customers know how dangerous these bikes are.

  

  Business response

  07/23/2024

  Thank you for bringing this matter to our attention.
  We take all customer concerns seriously and would like to address the claims made in this complaint.
  First, we want to clarify some inaccuracies in the description of events.
  
  Our records show that the customer's bike did not "explode" as claimed as there's nothing in the controller area that can explode.
  Based on the customer's own report and photos provided, there was smoke from the controller area, but no explosion occurred.
  We ask the customer to refrain from using such exaggerated language, as it misrepresents the actual incident.
  
  Regarding the first bike mentioned, we addressed the controller issue promptly when it was reported and provided a replacement.
  Despite the fact that the customer did NOT share with us the actual history of the bike (explained below) and it being out of warranty for about 2 years now, we still provided these parts FREE OF CHARGE.
  
  For the incident on May 25, 2024, we took immediate action:
  - We had multiple phone and video calls with the customer to assess the situation.
  - We provided detailed instructions on how to safely remove the affected parts.
  - We sent replacement controllers at no cost, despite the bike being out of warranty.
  - We offered additional parts like a battery balancer and cadence sensor as a courtesy.
  - We recommended having a professional bike shop install the parts for safety.
  

  Our investigation of the returned controllers revealed that the issue stemmed from a combination of factors:
  - Inadequate maintenance (which customer has also confirmed during the tech support call, as a matter of fact he was not even aware of these regular required maintenance checks),
  - Overloading the bike beyond its specified capacity
  - Heavy reliance on the throttle without pedal assistance
  - Possible use on challenging terrain for extended periods
  
  We communicated these findings to the customer and provided guidance on proper e-bike care and usage to prevent future issues.
  Regarding the motors, our inspection showed damage consistent with overuse and overloading, NOT a manufacturing defect.
  
  Despite this, we offered to provide new motor cores at our cost price of $299 each.
  We have been in constant communication with the customer throughout this process and have gone above and beyond our warranty obligations to assist them.
  We maintain that the incident was not due to a product defect, but rather improper use and maintenance.
  
  Our e-bikes are safe when used as intended and properly maintained.
  We provide extensive safety information in our user manuals and on our website.
  We take product safety very seriously and continuously work to improve our products and customer education.
  
  We remain committed to working with the customer to resolve this issue fairly.
  
  We hope this clarifies our position and demonstrates our commitment to customer satisfaction and product safety.

  
  

  Customer response

  07/23/2024

   
  Complaint: 22027988
  
  I am rejecting this response because:  The bike controllers caught fire, shooting a hot flame from the bike followed by catching the bike on fire.  I have a witness that can give their statement as well.  The bike is stored in my garage and I use it to ride around the neighborhood and campgrounds.  Regardless of warranty an E bike should not catch fire destroying the controllers and both motors.  This bike is not safe.  My request for a refund of $2500.00 or fixing the bike or replacing the bike is what I need to satisfy this compliant.
  
  Sincerely,
  
  ***************

  

  Business response

  08/02/2024

  We appreciate the opportunity to address the complaint filed by Mr. ******** regarding his Ariel Rider e-bike. We take all customer concerns seriously and have thoroughly investigated this matter.

  
  Regarding Mr. ********** complaint, we would like to reiterate the following information:
  1. We have conducted a comprehensive investigation of the incident, including an examination of the returned controllers and multiple discussions with Mr. ******** about the bike's usage and maintenance history.

  
  2. Despite the bike being well out of warranty at the time of the incident, we have taken the following actions:
  a. Ariel Rider provided replacement controllers free of charge.
  b. Ariel Rider supplied a new battery mount and balancer.
  c. Ariel Rider sent him a complimentary cadence sensor.
  d. Ariel Rider offered detailed guidance on safe removal and installation of the affected parts.

  3. Our investigation, corroborated by Mr. ******** during our technical support calls, Mr. ******** confirmed to our techs that the bike had not received any of the regularly required maintenance that we outline on our website and in the usermanual he received with the bike. Additionally, its usage patterns, including overloading and heavy reliance on the throttle without pedal assistance, contributed to the issue occurring in the first place. 

  
  4. Regarding Mr. ********** request for a full refund, replacement of the bike, or further repairs:
  a. A full refund or replacement is not possible given the significant age of the bike and the circumstances surrounding the incident. 
  b. Ariel Rider has already provided the necessary replacement parts to address the controller issue.
  c. Our inspection revealed that the motor damage is consistent with overuse and overloading, not a manufacturing defect. Nevertheless, we have offered to provide new motor cores at our cost price of $299 each, which remains our best offer for addressing this component.
  
  5. We maintain that our e-bikes are safe when used as intended and properly maintained. We provide extensive safety information in our user manuals and on our website to guide proper usage and care. To be ***** about this; all vehicles require maintenance, bicycles and e-bikes are not exceptions. Failure to maintain or service the bike, despite the detailed recommendations we provide to all of our customers, can lead to electrical or mechanical failures that are not due to defects or manufacturing errors, which are the responsibility of the owner. 
  
  We believe our response to Mr. ********** situation has been fair and generous, especially considering the age of the bike and the circumstances. We have made every effort to assist in resolving this issue and returning the bike to working condition, going well beyond our warranty obligations and do not have any other options to offer at this time due to the above explanation of circumstances.
  We remain committed to customer satisfaction and product safety. Thank you. 

  Customer response

  08/03/2024

   
  Complaint: 22027988
  
  I am rejecting this response because: my bike mechanic reviewed the damage and stated this is a bike malfunction not user error 
  

  I will not be satisfied until Ariel rider refunds $2000 of the $3000 purchase price or provide new motors ($299 each) free of charge 

   

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

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an Ariel Rider ****** in March and received it on March 27. I paid $1856.77 and order number is #*****. The bike worked for 1 day and then the electronic components stopped working. Dealing with Ariel Rider customer service has been basically non-existent. They are incredibly slow to respond, if the respond at all. I just need them to provide a new battery or give me a refund.

  Customer response

  05/01/2024

  Ariel Rider is in breach of their own warranty terms, which state that warranty parts will only be sent **** Priority (1-3 day shipping). Ariel Rider has sent all warranty parts via ***** or *** ground which takes 7-8 days for delivery. Their refusal to follow their own warranty terms, in order to save on shipping cost, has caused this warranty claim to take over 4x longer (so far) than it would have if Ariel Rider had not been in breach of their own warranty terms. 

  Customer response

  05/01/2024

  Ariel Rider is in breach of their own warranty terms, which state that warranty parts will only be sent **** Priority (1-3 day shipping). Ariel Rider has sent all warranty parts via ***** or *** ground which takes 7-8 days for delivery. Their refusal to follow their own warranty terms, in order to save on shipping cost, has caused this warranty claim to take over 4x longer (so far) than it would have if Ariel Rider had not been in breach of their own warranty terms. 

  

  Business response

  05/03/2024

  Dear ************** and BBB,
  
  Thank you for bringing this matter to our attention.
  We understand the importance of customer satisfaction and appreciate the opportunity to address the concerns raised by Mr. ********************************** reviewing ********************** case, we found a continuous and detailed record of communication that contradicts the claim of non-existent customer service.
  ******************** reported an issue with his Ariel Rider ******, purchased and received on March 27, 2024, which we promptly addressed through multiple support interactions.
  
  Our records indicate that immediately upon notification of the issue, our support team engaged in extensive troubleshooting which included multiple emails and phone conversations aimed at diagnosing and resolving the power issues ******************** experienced.
  During these interactions, several solutions were attempted, including adjusting settings and replacing components under warranty to ensure compliance with our product standards and customer satisfaction.
  We have also attached the customer interactions for your reference. 
  
  Specifically, we addressed an error code related to the bikes controller temperature, provided guidance on battery and controller settings, and replaced the controller under warranty.
  When these measures did not resolve the issue, we moved forward with plans to inspect and possibly replace the battery, acknowledging that there is an issue.
  
  It is also important to note that ************************ bike warranty remains valid and active, as all suggested procedures and warranty conditions were followed correctly from our side.
  We have diligently responded to all communications from ******************** and have documentation of all interactions, which exhibit our commitment to resolving the customers issue efficiently and effectively.
  
  Regarding ************************ concerns about our response times, please refer to the attached document for an evaluation of response times.
  
  We regret any frustration ******************** has experienced; however, we must clarify that our team has acted in full compliance with our warranty and support policies.
  We have consistently kept the lines of communication open and provided ongoing updates throughout the process.
  This has been maintained despite facing challenging interactions online, including targeted social media posts towards our company and the personal social media profiles of our management and employees, which is currently being addressed by our legal team.
  
  We are prepared to continue assisting ******************** and hope to reach a satisfactory resolution soon.
  
  We believe that our efforts to address the technical issues with his bike demonstrate our commitment to customer satisfaction and support.
  Thank you for the opportunity to clarify this situation.
  We are committed to upholding the standards of the BBB and the trust of our customers.
  
  Sincerely,
  ******************************************************************
  
  

• Initial Complaint

  03/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I've had this ebike for 5 weeks I've had 2 flat tires on the rear tire. After the first I took it to a bike shop and had 2 sleeves put in the tires as well as new tubes costing ****** 1 week later another flat. They should warn the customer before they buy that this is an ongoing issue, I would never have bought it if I'd known this was an issue. I would like to see them replace it with tires that are at least middle of the road. I don't feel safe riding it anymore for fear of another flat I emailed Ariel Rider and they said there is nothing they can do. That's a lot of money I spent on something I can't use!

  

  Business response

  03/06/2024

  Dear ****************,
  
  We understand your frustration regarding the issues you've experienced with the rear tire on your X-Class 52V Step-Thru Ebike, and we sincerely apologize for the inconvenience this has caused you.
  Your satisfaction is our top priority, and we appreciate you taking the time to share your concerns with us.

  While it's true that our tires are designed to be puncture-resistant, we acknowledge that no tire can be entirely puncture-proof, especially in challenging road conditions or areas with debris.
  We regret that our tires have not lived up to your expectations in this regard.
  It's important to note that tires are considered wear and tear parts and are not covered under our warranty.
  
  It's concerning to learn that you have continued to experience flat tires even after installing aftermarket tire liners.
  This suggests that the issue *** be related to specific circumstances in your riding environment rather than the quality of our tires alone.
  
  At Ariel Rider, we take pride in the quality of our products and strive to provide an exceptional customer experience.
  However, we recognize that tire performance can be influenced by various factors, such as road conditions, riding habits, and maintenance practices.
  
  We would like to work with you to find a suitable solution that addresses your specific needs and concerns.
  We encourage you to reach out to our support team, who will be happy to discuss your situation in detail and explore potential options, such as recommending alternative tire models or protective measures that *** be better suited for your riding environment.
  While we empathize with your frustration, we do not believe it is fair or accurate to claim that we should have warned you about an "ongoing issue" with our tires.
  The fact that you are still experiencing flats after installing aftermarket tire liners suggests that the root cause *** lie elsewhere, possibly in the local road conditions or your riding habits.
  
  Your satisfaction is of utmost importance to us, and we are committed to resolving this issue in a manner that meets your expectations.
  Please do not hesitate to contact our support team, and we will do our best to assist you promptly and address your concerns.
  

  
  

  

  Business response

  03/18/2024

  Thank you for reaching out to us with your concerns.
  We truly understand the frustration and inconvenience caused by experiencing flat tires, especially shortly after acquiring your new e-bike.
  Your satisfaction and safety while riding our bikes are of utmost importance to us.
  
  It's important to clarify that while flat tires can indeed be disappointing, they are not indicative of an "ongoing issue" with the quality of our bikes.
  Our e-bikes are designed to adhere to high standards of durability and performance.
  However, the incidence of flat tires can be influenced by a variety of external factors, including but not limited to, road conditions and individual riding habits.
  The fact that you have experienced flats despite taking preventive measures by installing third-party flat-preventing liners suggests that these incidents may be more closely related to the conditions under which the bike is used rather than the bike's inherent quality.
  
  Please be informed that our warranty policy does not cover flat tires, as they are considered consumable items subject to wear and tear from normal use.
  This stance stems from our understanding that flats can occur due to numerous external factors beyond the control of the manufacturing process.
  
  We empathize with your situation and are keen on ensuring that you feel confident and secure while riding our e-bike.
  While we cannot replace the tires under warranty due to the reasons mentioned, we are committed to assisting you further.
  Whether it's providing advice on tire choices better suited for your riding environment or offering tips on tire maintenance to minimize the risk of flats, our team is here to support you.
  
  Your feedback is invaluable to us, and rest assured, we will take it into consideration as part of our ongoing efforts to enhance our products and the customer experience.
  Should you have any further questions, or require additional support, please do not hesitate to get in touch.

  Customer response

  03/18/2024

   
  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

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The screen for my $1800 e-bike arrived broken. Ariel is hostile towards their customers as a service policy. They will not speak with me. In email, they told me to file an insurance claim, or join a waiting list to BUY a replacement. I have an $1800 non-functioning bike. They took my money in good faith, but have acted in bad faith on delivering as promised -- a ************. The only thing that separates this issue from happy resolution is a $100 part.

  

  Business response

  01/24/2024

  We value this opportunity to clarify the situation with ******************************* e-bike complaint, ID ********.
  We understand the disappointment of receiving a product that doesn't meet expectations.
  Our records show that the screen issue arose from incorrect assembly, a matter we caution against in our detailed instructions sent to all customers.
  The damage incurred was not due to shipping, for which all our shipments are insured.
  When ****************** reported the issue, we promptly guided him to file an insurance claim, a process designed to be efficient and user-friendly, taking about 5 minutes to complete.

  We offered a straightforward insurance claim process for shipping damages, which unfortunately does not apply in this case of assembly error made by the consumer.
  We strive for transparency in our customer interactions and regret any misunderstanding.
  Our commitment to customer satisfaction remains strong, and we continuously work to improve our communication and service.

  We respect our customers' privacy and aim to resolve issues through official channels.
  We appreciate Mr. ******** enthusiasm but encourage customers to utilize our customer service for efficient resolution.
  Our team is dedicated to providing quality products and support, ensuring a positive experience for all our customers.
  
  Customer has purchased a new display and it's already shipped out. 

  

  Business response

  01/24/2024

  The customer interactions are as attached for reference. 

• Initial Complaint

  11/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered two bikes on June 23, ****, which were delivered on August 8. Used the bikes without incident until December 2022. ***** using the bikes again the next Spring. In mid March, I noticed that the battery on my wife's bike that was only lightly used would not charge until the battery first fell below 95%, then 90%, then 85%. Finally, the battery stopped charging on April 10, 2023, which I reported to Ariel Rider on April 11. I provided them photos showing that the battery would not charge and was assured that I would receive a kit to return the battery. After ignoring repeated attempts for an update for almost 3 months, I finally received a cardboard box, some bubble wrap and some packing tape. Unfortunately, 49 CFR ******* (f) prohibits defective batteries from being sent in cardboard boxes. When I called this to their attention, I was incorrectly told that it was ok, because I did not know for certain that the battery was dangerous. When I explained why that was incorrect, they insisted that I assume responsibility for transporting the battery. Under the warranty, I have no obligation to send the battery to them both because they already inspected and confirmed that the battery was not charging (albeit remotely) and because nothing in the warranty otherwise requires it. On August 12, I purchased a new battery from them and after less than a month of use the display failed, making the bike nonfunctional again. Notably, had they not burned through my remaining warranty time of four months, the display would have been covered by the warranty. It should not have taken them 3 months to get me the kit; they should have known, indeed would have had to know, that the kit they sent was not legally sufficient. Given that, it is impossible to not conclude that they never intended to honor the one year warranty. Their refusal to send me the right kit confirms it.

  

  Business response

  11/06/2023

  Dear **************,
  
  I am writing to address the points brought up in your recent BBB complaint.
  I appreciate this opportunity to clarify and address each of the issues you've raised.
  
  It's important to note that your representation of events does not entirely reflect the complete history of our communications.
  You've indicated that Ariel Rider neglected your requests, however, we have continuously communicated with you regarding the regulatory challenges and approvals associated with shipping lithium batteries.
  Contrary to the impression that we ignored your requests, we have a comprehensive record of responding to your inquiries, consistently providing updates on the situation and never once neglecting to engage with your concerns.
  
  When you suggested extensive knowledge with ******* battery shipping policies, we felt it necessary to explain the specifics of the regulations, which are often complex, to ensure clear understanding on both sides.
  
  You claimed we insisted on your shipping the battery, but we only said you could choose your method. 
  In reality, we only informed you that you could choose your preferred shipping method if you wished.
  We did provide a compliant return kit, despite your reluctance to utilize it.
  This kit was in accordance with 49 CFR 173.185(f), which concerns the transport of batteries deemed damaged, defective, or recalled.
  It is crucial to differentiate between a non-functional battery and one that is officially classified under these terms; Non-functional and damaged are two very different things.
  Your battery was not yet determined as such, so a non-functioning battery does not automatically trigger this regulation.
  Once you insisted on not using the return kit and claiming it's not compliant, this actually triggered our system because it felt like not all information about this non-functioning battery was provided.
  We made a few requests to elaborate on the issue, and you kept arguing instead of responding to the requests.
  
  I also find it noteworthy that the documents you attached with your BBB complaint selectively exclude portions of our communication.
  These omissions are significant as they do not portray the full extent of the dialogue that has taken place.
  For a comprehensive understanding of the matter, I would urge a review of the attached correspondence that highlights the complete conversation history between us

  
  Your allegation that we intentionally avoided honoring the warranty is simply untrue.
  Our policy reasonably requires inspection of a returned part before issuing a replacement, standard industry practice.
  The shipping delays were out of our control.
  You also claim we burned through your warranty term, but this is false.
  In multiple emails we informed you the delay would not impact your warranty coverage, as we would extend it according to your wait time.
  In fact, we have committed to extending your warranty to account for any time lost due to these unforeseen delaysa point that has been consistently communicated to you.
  While you demanded evidence of replacement batteries, we assured you we had them in stock, you even happened to buy one of them.
  
  When you threatened legal complaints and public videos, we acted transparently, providing communications to appropriate parties. 
  Your initial PA ************************* complaints were dismissed on July 19th after we provide them with the necessary proof.
  
  Despite the complexities of this situation, our team has maintained a stance of patience and transparency, with the sole intention of resolving the issue effectively and upholding our warranty and policies.
  Constructive feedback is always welcome, as it aids in our continued effort to serve our customers better.
  However, it is also crucial that public statements made about our company accurately reflect the reality of the situation.
  
  I trust this letter provides a clearer understanding of the circumstances and I am hopeful for a swift and satisfactory resolution to this matter.

  
  

  
  

  
  

  
  

  Customer response

  11/08/2023

   
  Complaint: 20833316
  
  I am rejecting this response because: (1) Contrary to AR's claim, the kit I was sent was not legally compliant. Under the relevant provision, you cannot send a defective battery in "fiberboard", which includes corrugated cardboard; and you cannot simply assume that a defective battery is safe. I told AR up front that the charging failure was not sudden as one would expect if the problem was the charging port or fuse, but gradual as you would expect from a failing cell--a potentially dangerous condition. (2) Nothing in your warranty requires that I send the battery to you at all and certainly not at my expense. The photos I sent you were sufficient to demonstrate that the battery was not charging and therefore faulty, which is all that your warranty language requires. Under the law, your attempt to use "your policy" to add to your warranty requirements is without legal effect and therefore irrelevant.  Indeed, under black letter contract law, your warranty language must be interpreted as a "contract of adhesion" and therefore interpreted strictly against you. Not only is "your policy" irrelevant; it is not even you policy as I and others have had parts sent to us by providing just photographs. Even though I had no legal obligation to send you the battery, I was willing to do so provided you provided me with the kit you promised--a legally compliant kit postage paid suitable for transporting defective batteries with one or more bad cells. Instead, you take almost 3 months to send me a cardboard box that I cannot use, offering no plausible explanation for the delay and effectively consuming the remainder of my warranty time.

  You provide no explanation of how you intend to replace proprietary parts (e.g. (batteries and displays) when you have had batteries on hand for only one short period and you have never had displays available. The only reasonable conclusion is that you never intended to do so, that you actually intended to try to repair them and, failing that, falsely blame its failure on the customer. Because I would no longer have the battery and was prevented from inspecting it myself by the warranty, I would be left with no way to prove you wrong. Notably, the BBB website strongly supports that conclusion as it contains a number of examples of you doing precisely that. There is even one instance where your responder makes a claim out of the blue with no evidence that the customer's battery suffered water damage. In order to preserve your ability to do this, you continue to insist (i) that customers send you the battery even when it is not necessary to demonstrate that it is defective, (ii) that customer not open the batteries themselves or have them inspected by an expert and (iii) that you have an absolute right to deem the warranty inapplicable even though the contract language does not support such a right under the law. If you are going to continue to refuse to honor the warranty as the law requires--insisting on requirements and rights not explicitly provided by the warranty for the purpose of denying claims and not enforceable under the law, then my only recourse is to make sure as many people as possible know about your unconscionable behavior. You have far more complaints (most telling the same basic story) than any other e bike retailer and the word has begun to spread; and yet you continue to insist on blaming the customers who are simply asking that you honor your warranty rather than making every effort to avoid doing so by improperly adding requirements and rights you do not have under the warranty by attempting to supplement the warranty with secret policies. 

  As for the remainder of you misrepresentations, I can only suggest that you reread our correspondence as I am tired of repeating myself and correcting your misrepresentations. The facts are plainly established: I made a timely claim: both our discussion and your willingness to send me the faulty kit demonstrates that the info I gave you was sufficient to show that the battery was not charging; that the warranty properly interpreted under the law without addition from your secret policies therefore requires that you provide me a new battery, not a repaired one; that the warranty does not require that I send you the battery as a precondition, especially at my expense; that you took nearly three months to send me a cardboard box with stickers, effectively wiping out my remaining warranty, and you offered no plausible explanation for the delay; that, had you sent me a new battery promptly, the failing of the display would have fallen within the warranty period.

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

  

  Business response

  11/09/2023

  Dear ****,
  
  Your concerns posted via the Better Business Bureau have prompted a thorough review of our correspondence timeline, which substantiates the following points:

   

  - August 3rd, 2022 - you sent an email, stating there was one small issue with shipping and requested a replacement part, it was sent right away.

  - April 11, 2023- you had an issue with your battery and contacted us as below:
  "The battery of one of the two bikes we purchased will not charge. Even though both the indicator on the battery and the screen indicator on the bike indicate that the battery only has significantly less than a 100% charge, the light on the charger remains green and does not charge the battery. I have tried both chargers, which work with the other battery, and neither charges. You are the expert, but that suggests to me a faulty BMS."

  - June 5, 2023, - you contacted us about the prolonged wait time for the return label.
  We explained the issue with ****** and your response was:
  I will be proceeding with my plan to take appropriate actions, including insuring that potential customers know that they could end up with a bike they cannot use because Ariel Rider does not honor its warrantychoosing instead to stall and obfuscate.

  - June 12, 2023 - We explained the federal law and regulations around battery shipments and you responded:
  Now you are blaming it on federal law?! A review of the comments online shows that you should have known you had a issue  for more than a year and you still have not  resolved it. Because you continue to offer excuses, Iit is time someone forces you to honor your legal obligations. Accordingly, I will be contacting the PA ***** of ***** recommending that sales be suspended until proof that you have addressed the issue is forthcoming and upload a video on ******* detailing my experience with the issue and strongly recommending hat np one buy your bikes u til you prove you have resolved the issue."

  - June 26, 2023,
  Our team contacted you for confirming your address to send the return kit, and you responded as below:
  You have had my address as you sent me the two bikes to it. Clearly, you have been stalling and lying.
  For your reference, confirming the address is a standard business practice, which youre not aware of.
  And you continued with below:
  I called Fed Ex and they have no problem transporting lithium batteries. Given that, why should I trust that you will not just try to blame the battery issue on me. If you are willing to lie about shipping, I assume you are willing to lie about what happened to the battery
  The claim regarding our shipping practices is inaccurate. We have detailed the complexities involved with obtaining the necessary shipping certification for the battery through ****** which has unfortunately resulted in delays. Comprehensive information on this process has been provided, and we are willing to share our correspondence with ***** to further clarify these circumstances. Despite our efforts, the dialogue has become repetitive without progress toward resolution.
  And you followed up with:
  Just to be clear: the evidence shows you to be a liar and so I will not be trusting anything you do or say.
  We responded kindly to your accusatory email, and also again repeated below:
  We understand your situation is frustrating and are committed to making amends by extending your warranty corresponding to the downtime you have experienced with your e-bike, as we have previously discussed.
  To date, this extension already amounts to an additional two months and 13 days.
  Which contradicts with your claim earlier here on BBB with us burning through your warranty. 

  - June 27th, 2023, you said:
  Based on the above, I am forced to conclude that, were I to send you the battery and thereby give you control of the critical evidence in this case, I would risk your simply misrepresenting the condition of the battery and declaring the warranty void with no way to prove otherwise. I will not do that. What I will do is exchange the battery for a new one as a full settlement of the issue between us.  Please send the battery and return kit for the old battery to: ***- your address

  - June 27th, 2023, we said:
  Thanks for verifying your shipping address - I'm arranging to dispatch your return kit shortly. For your information, when we verify shipping information it is policy that get active verification to avoid miscommunication which could result in your parts, or in this case a return kit, being sent to the wrong address.
  
  I'd like to clarify a few points in your email. From the onset, our communication with you has been open and truthful. Understanding the logistics involved with our mail carriers can be complex and might lead to misinterpretation. Yes, we acknowledge that the delay has caused inconvenience to our valued customers like you, which is why we're not only extending warranties but are also exploring other ways to mitigate this situation.
  
  Please understand that we take all allegations of fraud very seriously. We have, and always will honor our warranty commitments - a testament to this is that we're actively servicing incoming batteries and extending warranties, including yours.
  
  To avoid any confusion, I want to reiterate our warranty policy. We won't be dispatching a replacement battery without inspecting and attempting to repair your existing one. If your battery is beyond repair, a replacement will be sent. The included kit will help you send your battery for expert assessment and potential repair. This process is conducted at a certified facility, and decisions made there are objective and independent of customer histories.
  
  My only objective here is to resolve your battery issue and have you enjoy your ride again. This will need some trust on your part - you can either send your battery for repair under the warranty, or decide otherwise. In either case, the return kit will be on its way to you shortly.
  
  Thank you for your understanding, and I look forward to resolving this matter soon."

  - The same day, you blamed us again as below:
  You are still lying. It simply does not take two months to arrange transport of a battery and you cannot explain why it had not already been arranged as you have been in business since 2017.  Finally, research on the internet reveals that I am not the only person complaining.
  
  At this point I am ethically obligated to advise you to seek counsel from an attorney.

  - And we responded extensively in order to be transparent:
  I am deeply sorry for the inconvenience and frustration that this situation has caused you.
  Your concerns are completely valid and I assure you that we take them very seriously.
  
  Firstly, I would like to clarify a point you raised about our establishment date.
  Ariel Rider has been operating since 2013, not 2017 as you've stated.
  However, the specific product line you purchased from us was introduced later, or the current company registration, which might explain the date you have found in your research.
  
  I want to assure you that we are not engaging in any dishonest or deceptive practices.
  We have indeed faced unprecedented difficulties in arranging shipping for lithium batteries due to regulatory constraints.
  Yes, ***** does handle the transportation of lithium batteries, but it is far from a straightforward process.
  Special permissions are required for the transportation of any battery over 100Wh, a rule imposed not only by ***** but by many shipping carriers due to the hazardous nature of lithium batteries. Which is public information that you can again reference.
  
  We've relied on ***** for this service for a long time and the permission has to be renewed every year. Currently, ***** is dealing with a backlog of renewal applications and we are simply waiting for their approval.
  Shipping hazardous materials involves a complex process with stringent regulations, paperwork, and special labeling.
  We have all the documentation from our communications with ***** about this situation to back up this claim as well.
  
  The protocols for shipping batteries from us to customers and vice versa are separate.
  As of now, both licenses have been granted and we have started shipping these kits.
  While we wait, we are extending your warranty coverage for the same amount of delay.
  
  I understand your distrust given the ongoing situation.
  I assure you, we have every intention to honor our warranty and provide the best possible service to our customers, including yourself. Our aim has been and always will be, to resolve our customers' issues as promptly as possible and be as transparent as we can.
  
  Regarding your legal claim, you are more than welcome to proceed as you see fit.
  Our legal team can be reached at omitted out and they will be more than happy to assist you further.
  
  Once again, I apologize for the inconvenience you've faced and I sincerely hope we can resolve this matter swiftly."

  - The same day you responded again with unfounded claims such as
  
  Fed Ex and a number of other vendors have made it clear that they could have transported the battery promptly contrary to your claims otherwise.
  
  The same basic story has been told by Ariel in the case of other battery complaints that significantly predated mine.
  
  Ariel has never had replacement batteries for the ****** and does not have a contract in place to acquire them except as part of a total bike package.
  
  Despite the complexities of battery transport you emphasize,  companies  do it routinely  every day and it is less regularly but successfully done by individuals.
  The stance that suggests a greater understanding on your part has unfortunately led to additional disputes that do not contribute to resolving the matter.
  And you ended with I am again advising you to seek counsel from an attorney.
  Should you wish to discuss this further, our legal team remains at your disposal. Given that it has been nearly a year, we encourage you to make use of the contact information already provided if you intend to pursue this course of action.
  
  - Then you followed up with a the response below:
  If you would like to have your legal counsel contact me, you have my email.
  As the party presenting the claims, it would traditionally be your responsibility to initiate any legal proceedings. Our role is to respond accordingly. For clarity on legal processes, especially given your legal background, you may wish to consult with your representation on the appropriate steps to take if you wish to pursue this matter further.
  Then you finished your email with:
  

  As for the rest,
  (1) Both you and I know that you cannot currently sell me a battery. So, what happens if, as the symptoms seem to indicate, the issue is one or more bad cells? You cannot replace the battery. So, I am suppose to trust that you can repair such as issue when you cannot even arrange a battery pickup in less than 3 months and find lawfully packing the battery too difficult?!
  (2) I was not and am not legally obliged to wait until you get around to doing what you should have already done. You have consumed whatever right to repair period you might have had. So, my settlement offer stands.
  (3) Given your behavior up to now, I have no reason to believe that I will ever get my battery back and good reason to believe otherwise.
  (4) Because your warranty conditions do not allow the battery to be internal inspected, I would have no evidence of its internal condition at the time I sent it.

  - June 28th, 2023, our response:
  
  If you would like to have your legal counsel contact me, you have my email.
  We're good on that side, I've offered you to contact them as you've requested us to seek legal counsel.
  
  (1) Both you and I know that you cannot currently sell me a battery. So, what happens if, as the symptoms seem to indicate, the issue is one or more bad cells? You cannot replace the battery. So, I am suppose to trust that you can repair such as issue when you cannot even arrange a battery pickup in less than 3 months and find lawfully packing the battery too difficult?!
  We do have the batteries in stock at the moment actually and as my colleague mentioned, your battery will be replaced not repaired.
  
  (2) I was not and am not legally obliged to wait until you get around to doing what you should have already done. You have consumed whatever right to repair period you might have had. So, my settlement offer stands.
  If you'd like to seek for a settlement on this topic, I can direct you to the legal team as they handle the arbitrations.
  
  (3) Given your behavior up to now, I have no reason to believe that I will ever get my battery back and good reason to believe otherwise.
  That is very fair and understandable. Keep in mind that I am and **** was just sharing the situation as is with you. Which is definitely a less-than-ideal situation that leads to frustrations.
  
  (4) Because your warranty conditions do not allow the battery to be internal inspected, I would have no evidence of its internal condition at the time I sent it.
  Actually, each and every item that comes here for repairs or returns is recorded during unboxing to avoid any misunderstanding."

  - In your subsequent email, the language used seemed out of step with the professional conduct expected of someone in your esteemed legal position.
  I had heard that folks in Washington are arrogant. I had not heard they are stupid.

  - Even though we gave you our legal department contact info 3 times prior, you still went ahead and said:
  Just so I understand, that is where you want the Complaint sent? to an email outlined below with clear instructions suggests a continuation of the dispute rather than an effort towards resolution, reinforcing the impression that the dialogue is becoming circular rather than constructive.
  I'm more than happy to assist you with any questions or concerns related to our products.
  That being said, any legal concerns, questions, or arbitration requests need to be directed to the legal team as I've mentioned in all of my previous communications.
  You can contact them directly via ...

  - On July 19th, 2023, we were contacted by the ************ ****** of ******** General in relation to your complaint. We provided a comprehensive response, after which the case was concluded.
  
  - July 21, 2023:
  I have received the mailing kit, but it does not appear to be legally compliant. 49 CFR 173.185(f) requires that batteries that have been identified as defective meet certain requirements for transport, which includes that the package be marked as containing a damaged/defective lithium ion battery and the outer most packaging must made of metal, wood or solid plastic. What you sent me meets neither of these requirements. Please advise.
  To which we responded as below:
  We respect your perspective and appreciate your extensive legal expertise.
  However, your battery does not fall under the purview of the provision 49 CFR 173.185(f) packaging requirements.
  This particular provision applies to batteries identified as defective with the potential to produce a dangerous evolution of heat, fire, or short circuit.
  
  It's crucial to note that a non-functioning battery is not necessarily a safety-defective battery.
  Given our specialization in the field of lithium-ion batteries and their associated shipping regulations, we'd like to affirm that your apprehensions are misplaced.
  All relevant protocols and safety measures are meticulously adhered to in our processes.
  Moreover, on examining the shipping documents, you will discern that you are neither listed as the sender nor as the guarantor.
  These details are meticulously managed by us in partnership with our logistics associates.
  

  - Subsequent to the closure by the ************ ****** of ******** General, our exchange extended over 17 emails.
  During this correspondence, it seems there was a lapse in recall regarding prior discussions, leading to erroneous assertions on your part, like the claim that a swap was not offered.
  We addressed this by providing a screenshot of our swap proposal dated June 28th, to which we received no reply from you.
  
  
  In essence, we acknowledge the challenges we've encountered with shipping.
  However, the claims you've presented lack substance and accuracy.
  Contrary to your assertion about the exclusivity of our batteries and displays, they are standard and compatible with industry systems.

  
  Regarding legal obligations and our warranty policy, we are not legally obligated to send a replacement battery, but we choose to do so to uphold our warranty commitment.
  The process requires the defective part to be returned for assessment, a condition clearly stated in our warranty terms and adhered to by our tech-support team.
  
  To reiterate our policy, "Should the tech-support team deem a component replacement necessary, they will issue detailed instructions on returning the defective part for a thorough inspection and diagnosis before a replacement is dispatched."

  With this in mind, we stand firm on our stance concerning refunds, replacements, or compensation.
  Our records of communication, which have been transparent throughout, support our position.
  We honor the terms of our warranty and the quality of our customer service.
  
  We value the role of the BBB and have ensured all pertinent details have been provided for an impartial evaluation.
  Should you have any new information that could aid in resolving this issue, we welcome it.
  
  
  
  

  Customer response

  11/13/2023

   
  Complaint: 20833316
  
  I am rejecting this response because:

  (1) you selectively picked through the communication: What you failed to show is your representative acknowledging that the battery would not charge, your repeatedly failing to respond to my emails, your changing your story about the reason for the delay, your representative's refusal to provide the legally-required kit that you promised, your providing legal advice in an attempt to induce me to improperly transport a potentially dangerous item....

  (2) You did not bother to quote your warranty because it does not say what you claim it does. It simply does not require that I send the battery at my expense--something you acknowledged when you offered to send me the kit that included postage.

  (3) You still have not explained why it took you nearly 3 months to send a cardboard box with some bubble wrap and tape or how you were going to replace items you did not have.
  
  Sincerely,
  
  *******************

  

  Business response

  11/29/2023

  Everything the customer is claiming has been responded in the previous claim. 
  We're going around in circles for no reason at the moment. 

  We do not wish to neither waste your time or ours. 

  If you can kindly read this customer's previous complaint, you will see that all of the points he's mentioning in this rejection were addressed in detail. 

  

  Business response

  11/29/2023

  BBB is requesting us to address the below 2 matters, so we'll provide information on these again below;

   

  Concerning the Delay in Sending the Return Kit:
  The significant delay in dispatching the battery return kit, as we have previously communicated, was due to unexpected and unavoidable challenges with our courier partner, ******
  Specifically, their backlog in the certification process for shipping lithium batteries, which are classified as hazardous materials, was the primary cause.
  While we acknowledge the inconvenience this has caused, it's important to note that these were circumstances beyond our control, impacting our ability to promptly fulfill your request.
  

   

  On the Replacement/Repair of the Display:
  Regarding the display issue, we have consistently communicated, both in our direct correspondences and through the BBB platform, that your warranty period would be extended to account for any delays incurred.
  This assurance was provided to safeguard your coverage and ensure fair treatment despite the shipping delays.
  It is imperative to clarify that within the extended warranty period, we did not receive a specific claim from you regarding the display issue.
  Our warranty coverage is clear and consistent, and had such a claim been made, it would have fallen under the warranty.
  We remain committed to honoring our warranty terms and addressing valid concerns within the stipulated period.

  Your allegations suggesting intentional avoidance of warranty obligations are incorrect and misrepresent the reality of our interactions.
  We have maintained transparency and have adhered to our warranty commitments despite the challenges encountered.
  Our records of communication demonstrate a consistent effort to address and resolve your concerns within the constraints we have faced.
  
  We take these matters seriously and remain committed to resolving legitimate issues in accordance with our warranty policies.

  Customer response

  12/04/2023

   
  Complaint: 20833316
  
  I am rejecting this response because:

  (1) You still have not sent me the kit you promised: one with which I could legally send you the battery. I would also note the whole issue of the dangerousness of the battery could have been resolved had you simply allowed inspection of it at my end. There is no reason to do that other than to prevent the customer from obtaining proof that the battery issue was not their fault before sending it to you

  (2) Customers should not have to wait three months for you to address their concerns because you failed to make timely arrangements with Fed Ex and/or were negotiating terms with Fed Ex. You had other options.

  (3) The kit you sent me consisted in a cardboard box, some bubble wrap and tape, and two pages of photocopied instructions.  To accept your explanation, I would have to believe that the person from  Fed Ex I spoke with was lying when she told me that they could transport the battery for me promptly and that the above-described kit took three months for you to get certified. No reasonable person should believe either.

  (4) Based on the fact that you have never had monitors for sale and batteries for only one short period that are somewhat different from the originals, I am led to conclude that you originally envisioned the business as Drop-ship, never thought through what you would have to do to satisfy the warranty and consequently made insufficient arrangements for satisfying the warranty. Now you're just trying to evade warranty claims when it involves proprietary parts 

  (5) The only reason I or anyone purchases an e bike from you rather than from Amazon is that they anticipate robust customer support, but you offer far less customer support than Amazon. Whenever I have had an issue with something purchased from Amazon, it has been resolved to my satisfaction promptly and some of them have involved items that required special transport. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an electronic bicycle from the ariel rider companyin June. The quality of the product is extremely poor for the rate of speed this bicycle is capable of attaining. The bike shipped with a broken charging cable which damaged the battery. I had to wait 2 weeks for a working charger to even use the product. Because of the damaged charger the battery failed, it would routenely lose power during rides at dangerous times. I returded it to the company, they send me a beat up battery that is not mine. The bicycle broke spokes within the 1st 30 days of ownership. It is EXTREMELY laterally unstable during turns, the frame flexes and wants to wobble. The bike is unsafe and built with low quality parts for the speeds it can attain. I want a refund based on the failures of the product. The bike is still within 1 year warranty.

  

  Business response

  11/06/2023

  Hi ******, 
  
  Thank you for bringing this up to our attention. 
  I know the issue is now addressed, and I'm very sorry about the trouble our team has caused you. 
  We sincerely apologize for the trouble and frustration you have experienced with your recent order from Ariel Rider.
  We take full responsibility for the incorrect battery being shipped to you and the poor handling of your case up to that point.
  
  Receiving the wrong item is unacceptable, and you deserve better service.
  I understand that our team has addressed all of the issues already. 
  
  should you have any other concerns, please do let us know. 

  Customer response

  11/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The resolution of the battery issue is satisfactory. However the safety concerns regarding the twisting effect of the frame still concern me. I wish it was clearly stated that the capabilities of the step thru x class are not the same as the standard version.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought a bike from this company about a year ago. took three months for them just to ship it to me after I had already payed for it. **** worked fine for a while. then the battery stopped charging. I contacted Ariel Rider and they sent me a kit to ship the battery to them for repairs. That was at the beginning of July it is now the end of October and I have received nothing back. I've emailed them but they don't answer anymore, I have tried calling and pressing every extension on there phone and it always says nobody is there to take your call. At this point I'm not sure if ill ever get anything back or if anyone is ever going to respond to my emails. I just want the battery back and working so my son can ride his bike. I feel like they have robbed me. this bike wasn't cheap I paid $2000 for this thing and its spent more time in repairs and shipping than being used. its like they just disappeared there's no one or way to get ahold of them.

  

  Business response

  10/24/2023

  Dear ******,
  
  Firstly, let me express our sincere apologies for the inconvenience you've experienced with your Ariel Rider bike.
  We understand your concerns and genuinely want to make things right. Your trust is paramount to us, and we are here to support you.
  We did reach out to you recently to address this issue. Please refer to our previous communication:
  
  -----------
  
  
  Email dated 10/14
  Subject: Your ****** Battery Replacement
  Hi ******,
  
  This is **** with Ariel Rider Technical Support. I hope this email finds you well. Recently, I left a voicemail detailing our plan to address the battery issue you've been facing.
  To provide a solution, we are prepared to send you a brand new ****** battery. To proceed, could you kindly confirm your shipping address for us?
  I understand the challenges you've faced and sincerely apologize for the delay in resolving the battery issue.
  Your concerns were of utmost priority to us, and after discussions with both my manager and the company's owner, we're offering you a replacement battery at no additional cost.
  Upon receiving your shipping details, I'll ensure the order is processed promptly and dispatched to you.

   

  -----------

  
  ******, our goal is to ensure that you and your son have a working bike to enjoy.
  We are fully committed to resolving this issue and appreciate your patience.
  We deeply regret the oversight and are here to support you throughout the process.
  Thank you for choosing Ariel Rider. Please do not hesitate to reach out directly, and we will ensure prompt assistance.
  
  Warm regards,
  Ariel Rider Customer Support Team

  Customer response

  10/25/2023

   
  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,
  
  *********************

*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. ↩