VOLTBIKE WARRANTY CLAIM REFUSAL
On July 13, 2021, I placed an order (#4000000632) for a Voltbike Enduro electric bicycle in the amount of $2548 US dollars. This bicycle is marketed internationally and sold from Canada. It was designed primarily for off road use and has a dual suspension. I received the bicycle on September 15, 2021. Unfortunately, it had a defective LCD display and Voltbike sent me a new one under warranty. On September 30, 2021, Voltbike helped me resolve a motor surging problem by telephone under warranty. The bike was fine then until February 8, 2022. I had ridden the bike on Cumberland Island, Georgia mostly on a sandy road but also along the beach. I rode through some light saltwater spray near the beach and the bike ran fine. The motor failed the next day when I rode it near my home?! After a long period of delays and troubleshooting, the problem turned out to be a short in the motor which may have resulted from a power surge of some kind. It “melted” some wiring to the motor. I reported the problem to Voltbike immediately and they “guided” me through a series of troubleshooting steps. I checked the battery condition and it was good. Then, Voltbike sent me a replacement key lock assembly under warranty which did not solve the problem. Then, on April 15, 2022, I was sent a new controller under warranty which did not solve the problem. Finally, on June 10, 2022, I was instructed by Voltbike (Cameron Crawford) to take the motor loose and send it to their repair facility in Washington State. In his e-mail, he agreed to pay my shipping costs and repair the motor under warranty. He also said he would include a Voltbike cable lock for my troubles. Incredibly, when I received the repaired motor back, it would still not work. At this point, I took the bicycle and motor to a bicycle shop about 90 miles from where I live. (Star Bike Shop, Savannah, Georgia) to see if they could help get the motor to work. The bicycle mechanic, Joey Green, called and talked with a Voltbike service technician and was sent a replacement cable harness under warranty. The cable did not solve the problem. Then finally on February 14, 2023, another Voltbike employee, Kenneth Campbell, told us that the motor will not work unless it is “synchronized “using a specific Bafang tool referred to a a BESST tool. We did not have such a tool and requested the tool be loaned to us and that we would send it back when the synchronization was completed. That request was denied and I was given purchase information for this tool from a Chinese company. It did not seem right for me to buy a tool to honor their Voltbike warranty and that the tool is required to get the motor running. I brought this to their attention by e-mail. They would not offer a loan of the tool. So, in desperation on March 29, 2023, I ordered and purchased the $174.27 US dollar tool. Finally, the bicycle mechanic in Savannah was able to synchronize the motor and get it running on May 11, 2023.
At this point I submitted a warranty claim for:
$150.00-Star Bike Shop mechanic charges
$32.50-Motor shipping charges
$182.50
Plus the Voltbike Folding lock
I did not seek to reclaim the BESST tool cost ($174.27) even though I think they owe it to me because I am afraid another fault will arise with the motor which will require the tool for troubleshooting.
Voltbike will not stand behind their warranty and even pay me the compromised amount as above and has only made a token offer to send me the already offered cable lock. This is totally unacceptable and does not satisfy their own warranty.
