Reviews
16 Customer Reviews
Review from Angel T
1 star11/09/2024
I have been trying to repair my bike for 6 Months buying parts that are not compatible with each other. purchased parts that just made other parts not functional. then they blame you the consumer for their faulty components. This company will fail.
Ariel Rider E-Bikes Response
11/13/2024
Dear Mr. *********************** you for sharing your concerns. We take all feedback seriously and aim to provide clear communication regarding our services.
As a direct-to-consumer company, we rely on our customers to handle assembly, adjustments, and troubleshooting or repairs. While we are unable to oversee these processes directly, we ensure that all parts provided are thoroughly inspected and confirmed to be new and in working condition prior to shipment.We want to assure you that our intention is never to place blame on our customers. However, based on our review, the parts you received were compatible. Issues like those you experienced typically arise due to installation errors or potential damage during setup. As the manufacturer, we are confident in our team's ability to verify compatibility.
Weve worked diligently to address your concerns, including promptly resolving the packing issue with your tree cable. While we understand your frustration, we are currently limited in how we can assist further due to the open chargeback on your account.
For clarification, heres a summary of the troubleshooting process:
- When you reported the bike not turning on, we provided specific diagnostic steps. However, an X-Class display was connected instead, and a request for a new Grizzly display followed.
- Similarly, for the motor/controller issue, our diagnostic guidance was not fully followed, and an X-Class motor was connected, which then led to a request for a Grizzly motor.
- The 30H error was not reported to us until after your multiple requests to purchase parts and installing them. When there's a purchase request, we fulfill it accordingly, however, in your specific case the troubleshooting request was made only after multiple part purchases.
We appreciate your patience and understanding as we work through this matter. If you have further questions, please feel free to reach out.Review from Colin C
1 star08/23/2024
This company never has stock on their website, ***lacment parts to make the bikes run are not offered. Its all just accessories. I dont need a drink holder. I need a display or a motor. They will tell you that modification of your bike voids warranty and then not have parts like a motor that makes the bike run available. It took 4 months for me to get the offer of having a rebuilt motor sent to me, they didnt know when new motors would be in. How do you have such little contact with your off site motor production facility that you dont know when they will be in? What kind of company operates without communication from their suppliers?They only do customer service via email. The person doing the customer service is a customer service *** and not a technical person. They Dont know specs on anything and I honestly dont believe they employ a competent mechanic/engineer because *** had so many issues that youd think they would send me directly to them. I should have never bought a bike from this company. They dont even answer the phone.Review from Ryan N
1 star03/08/2024
This company is awful. They do not honor their warranties. They false advertise a phone number for support on their website but it doesn't work. It's only for show. They employ very incompetent people and are ******************* pound foolish. If you ever need them to honor the warranty good luck. The dealers all know the reputation this company has for very unreliable bikes that need constant servicing. Like others state they have the worst customer service. Your bike will take months to get the issues resolved and they will just make you buy a new one. They will not help you but to sell you more parts.Ariel Rider E-Bikes Response
03/11/2024
Hi ****,
Thank you for bringing this up to our attention.
That being said, we're unable to locate an order under your name or email.
If you don't mind contacting our team with the BBB submission number,
we'd love to assist you and get to the bottom of it.Review from Jim B
3 stars03/03/2024
I bought my 48v X-Class moped on-the-cheap used in November 2023. I'd wager it was purchased not long before the 52v version came out (2020?) as the seller (and original owner) had one of those too. He was keeping the latter.He was candid that the low-end, two-piston front hydraulic brakes were shot, and once I had them prossionally fixed, it was clear that they're woefully inadequate for such a heavy bike. They chirp, gurgle and pulsate when descending anything steeper than an 8 degree pitch at any speed over 10 MPH. Hopefully Ariel figured this out and are using better quality 4-piston brakes on their weighty mopeds.The original 48v 16Ah battery is marginal, however - it's down to 60-70% of its original capacity after ~4 years and under 600 miles, which is a quick degradation. (I have 5 year old Shimano batteries that still have 90+% and the ebikes they're on each have well over 1k niles.). It could well be that the original owner either kept the 48v battery in his garage in extreme temps (with no climate control), and/or stored it at fully charged states for extended periods. Both practices can significantly reduce capacity, and quickly.The other possibility is low-quality lithium cells were used in the original battery, so I had a friend who builds batteries using ********* cells make me a 25Ah replacement. My range has more than doubled.Otherwise it's fun with a solid frame, and I have its settings to keep it at Class 2 to be ??% street legal. This way my insurance will cover any potential liability issues, which it wouldn't if the bike was set for its maximum speed.Review from stanley m
1 star11/14/2023
well to start this off, i bought a Ariel rider x-class it came with a broken plug on the light switch and after hearing from others about just how bad Ariel riders customer service is and how bad their so called warranty is, i decided to try and fix the plug on the light switch myself, well i decided to try and see if everyone was right to just how bad Ariel rider is, well i can confirm Ariel rider's customer service and warranty are so freaking bad it is unreal and useless, all i needed was a new light switch, but to me Ariel rider looks for any reason what so ever to justified, not having to do any warranty, so yea i will for sure never buy another Ariel rider ebike or product, i am sure there is way better companies then Ariel rider out here ok :0Ariel Rider E-Bikes Response
11/15/2023
Dear ********************,
I understand your frustration with the recent issues involving your e-bike's damaged plug.
However, as outlined clearly in our warranty terms, damage caused by the rider falls outside the scope of our coverage.
This includes damage to the plugs on the bike.
While we always aim to provide reasonable assistance, by attempting to fix the part yourself, you unfortunately removed the plug entirely from the cable (you've cut off the plug from the cable).
This renders the part not just broken, but unrepairable and untestable.
We cannot take responsibility for damage caused by improper handling or unauthorized repairs.
I understand and sympathize this is not the outcome you hoped for.
Our warranty terms are in place to protect the business from covering intentional damage or repairs done without our input.
We aim to stand by our products, but there are limits to what we can accommodate.
While we are often able to make reasonable allowances replacing a part that has been damaged twice due to mishandling goes beyond a reasonable allowance.
I understand this decision is disappointing, but we must uphold our warranty policies fairly for all customers.
We hope you continue to enjoy our products with proper care and maintenance.Review from Richard L
1 star09/07/2023
My bike stopped working the last 3 months second time in two year this company is not supporting it not selling parts or returning calls have been broken from may no tech support have work electronics a long time there tests are bad no warranty support bad customer service no calls here there not a thing here this company need a full review by better business now dont buy this bike youre trying to talk to my bike shop and out *********** get ur act to get ur act together now and support ur u have no help with the any bike shop I feel sorry for this companyAriel Rider E-Bikes Response
09/08/2023
We appreciate you bringing this issue to our attention through BBB.
We always strive to provide quality support and warranty coverage to our customers in accordance with our policies.
That being said, when our team is asking for a photo of the serial number of your ebike, sending us a photo of a horse defecating and saying "Can u see the number in there I see" is neither productive nor professional.
Despite this incident we remain committed to assisting you.
Based on our extensive email correspondence, ************** has been working hard to diagnose and resolve your 2021 model ebike from issues.
Some of the steps taken so far include:
- Asking for photos of the bike to identify needed parts (these were not provided)
- Suggesting tests like disconnecting the brake sensors to isolate the problems
- Researching error codes and making recommendations to replace specific components
- Offering to contact your local bike shop multiple times to have them inspect the bike in person and collaborate on repairs
Unfortunately, the root cause is still unclear despite our best efforts.
Bringing the bike into a shop for diagnostic testing remains our recommendation, as hands-on troubleshooting is the next logical step.
We want to resolve this issue and get you riding again as soon as possible.
That being said, I see that our team has been helping you on a daily basis, so no support claim seems to be not accurate.
Please let us know the soonest appointment you can schedule with the bike shop, and we will work with them to identify any defective parts.
Our goal is always customer satisfaction.
We look forward to resolving this collaboratively and restoring your faith in our products and support.
Please let us know how we can assist in getting your ebike operational again.Review from Brad Z
1 star08/24/2023
I wish I could leave zero stars. Similar to many stories you will find when you dig, my bike quickly stopped working (within 3 months) and customer service is virtually non-existent. Deceptive responses, passing the blame, etc.Ariel Rider E-Bikes Response
08/25/2023
I'm genuinely sorry to hear about the issues you're facing with your bike.
It's our priority to ensure that our customers receive the best support and service.
I would like to address your concerns immediately.
However, we cannot find any unattended tickets in our system as they're all responded to within 24 hours.
It might be in your spam folder?To expedite this, could you please provide us with your ticket number or any other reference you might have?
This will help us track your issue and ensure that it's addressed promptly.
Once again, I apologize for the inconvenience you've faced.
We appreciate your patience and promise to resolve this at the earliest.Ariel Rider E-Bikes Response
08/25/2023
Hi ****,
I've looked into your ticket and would like to clarify a few things.
You initiated a chargeback while our team was in the process of assisting you.
As per our terms and conditions, the warranty process is paused during a chargeback proceeding.
We provided the necessary documents to your bank, and they've settled the chargeback in our favor.
You mentioned in your correspondence:"I'm sorry to hear that. Given those options, at this point I will let the chargeback play out. On top of the entire situation, it seems mysterious that when I mention a chargeback in the ** owners group and initiate the process, your emails suddenly start to arrive in my inbox."
For clarity, we are immediately notified when a chargeback is opened, irrespective of mentions in any groups.
Further, I'd like to point out that as soon as the chargeback was resolved, our team continued and is still willing to assist you in ensuring your bike operates to its full potential.
Regards,Review from Don J
2 stars06/20/2023
The bike was awesome for two days until I realized the front battery was defective and would not charge. To make matters worse the charger died a few days later and now I cannot even use it. Calls are not picked up and system hangs up on you before you can leave a message(even sales) and I have not heard back via email for several days I already sold my scooter to purchase and am stuck with a $3000 bike that I cannot use.Review from Nicholas D
1 star02/02/2023
they took my money and gave me a broken bike, that looked like some one rode once wiped out hard on and gave back to ariel. I took bike to a red sealed election who told me it was rear hub motor, the teck at ariel said it was controllers and they wouldn't warranty anything if I didn't replace control, despite knowing it wouldn't fix issue i paid to have it replaced by a professional, who warned me how dangerous it was. I took bike for a ride and no warnings popped up, about twenty minutes into ride bike exploded in ball of fire. Ariel accused me of installing wrong and not splicing in the mixer a part not shown on my specs or the video they sent me to install controller. i sent proof there was no mixer prior to removing the first controller and the video of a professional doing installation, and asked if they new what model bike there supposed to be helping me repair, days later another staff member claimed even though it was my fault they would warranty, when very clearly it was their staffs negligence. they than wanted me to pay $1600 to send back and pay for return shipping. instead we arranged to drive down, staff said it cold be repaired in 3 days. We dropped off bike, staff confirmed it would be done in 2/3 days. we stopped in next day, they again reassured us. three days later we went in and they told us they hadn't even looked at it yet, they said they would drive it down on the 15 of the month, that came and went, they than claimed a flood destroyed my bike (that was a lie, staff told me it was stolen.) as this is about ten months into my ordeal I asked for money back, they refused. *** and ****** insisted they would give me a new bike, they would tune up and test drive and guaranteed it'd be amazing with no issues. again they said one day and showed up another in the middle of the night, I asked him to wait well I test drove it he said no and left. I turned bike on tried to ride it but cadence sensor is broken (no pedal assist.) as well as other issues.Ariel Rider E-Bikes Response
02/15/2023
Hi ****,Thank you for your review. I want to clarify a few missing parts in your review. Yes, your bike had an issue with its controllers, so a replacement was sent immediately. As seen in the photos you've sent to us, it was connected wrong which caused a short, not a ball of fire. However, we've agreed to cover most of the damage out of warranty. In your emails, you've mentioned multiple times that you've replaced the controllers YOURSELF, and not by a professional and you could have mixed 2 plugs while installing it. In your words: "I installed the controllers, using the recommended video it was very straightforward and simple, only two pin connectors could be mixed up, myself and my father checked everything was hooked up correctly.".You've kindly brought your bike in, and our team told you directly that it would take a few days, and someone will drive from ******* to ****** to drop off the bike after repairs free of charge. Sadly, in late October we had flooding in our unit, which we can absolutely share more on if you'd like to see evidence, and 2 days into remediation efforts, we've gotten robbed. Happy to provide police reports on this as well. This was communicated to you with the offer of providing you with a newer version of replacement, delivery, and replacement tires as you had different tires on your bike. You've insisted on getting a full refund, and our team has offered you the below to assist you even though this case does not qualify for a return:"First, we can offer you a refund for the bike, minus the cost of the replacement parts. This is an exception were willing to make to our standard return policy."The bike has been received by you on 12/11/2022 and tested. The issues arise after this date, and our team has assisted you with every question you have.We understand the unfortunate circumstances of this matter and we apologize for this less-than-ideal experience. Our tech support manager is directly handling your case with the utmost attention, kindly let him know if you need anything further.Review from Ryan S
1 star10/31/2022
Poor customer service. Blame ordering issue on a third party payment service. Tried charging 2.5% fee after immediate order cancellation, which I did not knowingly authorize. Had to dispute the $45 fee with Credit card provider as they would not assist.Ariel Rider E-Bikes Response
11/03/2022
Thank you for bringing up to our attention. Our website clearly indicates this cancelation fee, which is also linked at the checkout for you to review and agree to. Our website wouldn't allow you to checkout without agreeing to the terms. We're also a little confused as you've said "It never asked me for credit card info or approval. Please cancel this order and fix your website", however now you're disputing the credit card company which you've never entered into the system and you can actually see the shipping times without entering your information on Affirm.
Customer Review Rating
Average of 16 Customer Reviews
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