ComplaintsforAsync

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased an Async A1 - Pro for $3,313.58 on June 20, 2023. Since then the bike has become unusable due to an unknown issue since August 06th, 2024. I emailed their customer service for troubleshooting advice. They requested videos and pictures of the bike to diagnose the bike which I sent multiple times and, since then, they have completely disregarded me. They don't answer emails at all and the phone number listed for their webpage doesn't reach a line.

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a bike from them around a year ago. After half a year, I got a few questions that I wanted to ask them so I contacted them by email. At first they answered a few of my questions but after I asked more, such as what to do when I couldn't remove the chain to remove to rear tire (as the screws were stripped and rusted and I couldn't access the inside of the bike), they decided to ghost me. After getting constant reassurance that they would get back to me within 24 hours (they did not), I finally decided to cut the chain just to fix my tire. I tired reaching out again to them to try to get my warranty on the frame but again, I still got no response. After searching the internet, I found a reddit article that details how this was a common practice that Async does, any customers they don't like, they would just ghost.

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased an e-bike from Asyncbike, which is still under warranty. The bottom suspension pin on my bike is bent, making the bike unusable. Despite numerous attempts to get this issue resolved, I have encountered significant delays and unsatisfactory responses from the company's customer service team.Key Details of the Issue:Date of Transaction: 1-Dec-23 Amount Paid: $2948 What the Business Committed to Provide: A fully functional e-bike under warranty, including necessary repairs or replacement parts.Nature of the Dispute: The suspension pin ********** with circlip, Grade ***** is bent. Asyncbike has been unable to promptly provide the replacement part.Resolution Attempts by the ***************** communications indicating efforts to source the part from suppliers.Shipment of the suspension pin via air freight (Tracking Number: ********************** - ****** but the status remains at label creation with no progress. Promises to expedite the shipment and cover associated costs. Gave wrong shipping address.Account/Order/Tracking Number: Tracking Number: ********************** - USPS.Resolution Attempts:Initial Contact: I first reached out to Asyncbike on April 24, 2024, explaining the issue and requesting a replacement suspension pin.Asyncbike's Response: Asyncbike acknowledged the problem and assured me they were sourcing the part. I was informed that the part was difficult to obtain separately and that they were working with suppliers to find it.Shipping and Delays: On May 31, 2024, Asyncbike confirmed that the part had been shipped from ***** via air freight and provided a tracking number (********************** - ****** However, the status showed only a shipping label was created, and the part was not with the shipper.Escalation: Due to the prolonged delay and lack of resolution, I escalated my complaint, requesting either the immediate provision of the replacement part or a complete replacement of the bike

*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. ↩