Aventon Customer Support Experience - Please Share

rawtoxic

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Is anyone else having major Aventon customer service breakdowns?

We bought two Aventure e-bikes in July. Mainly due to my petite lady being able to get a small frame and I hoped having two of the same bikes would be easier for me to maintain (not correct since shifters and brakes vary between Aventure step-thru and regular frame)

Anyways my bike was damaged in shipping, I reported problems immediately, was ignored and received emails about Aventon improving customer service so kept mailing and finally someone responded after a few weeks of trying. My shifter has never worked properly, my derailer was bent and my rear brake leaks needing bled every few days. Aventon finally approved for me to take to shop and have it looked at. (after suggesting I take on the repairs on the new bike myself I had to remind them I bought a new product and it is has been never been new always broken) Well they sent the wrong parts, and have not reimbursed for the shop visit (45+ days ago) they even went through my shop receipt and refused to pay for a $25 used shifter the bike shop put on because the SunRace that came on bike was defective/damaged. Aventon was supposed to supply me a replacement SunRace shifter, never happened. My responses with customer service been ignored for 3+ weeks. Always been polite, to the point and objective I am not trying to be a difficult customer.

Now my ladies bike cadence sensor has failed 5 weeks ago, we figured out the problem but they have failed to send parts for weeks. They don't say out of stock or anything like that. They're telling us to take to bike shop once the part is in for reimbursement which I don't love because we haven't been paid on the first one!

What a worthless company! I am going to research doing a chargeback with Visa on the bikes. Am I the only one out here dealing with this crap? Has anyone actually been reimbursed for warranty service?

Don't mind the product but what a headache worse purchase in years I can remember.
 

Dlent

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I purposely chose NOT to purchase Aventon ebikes based on the horrible customer service reviews and ratings I saw. Your post confirms suspicions and my research.

I am very sorry you've had to go through this and hope you can get something resolved with them.

For what it's worth, I ended up purchasing Evelo ebikes. Much more expensive. But I've had zero problems and their customer service has been absolutely outstanding.

Best of luck to you.
 

bobcat931

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So sorry to hear about your experience. Feel like I dodged a bullet. Had placed an order for the Aventure, had second thoughts and cancelled. Word really does need to get out to anyone thinking about Aventon.
 

Pau l D

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My Aventon Pace 350 started giving me trouble soon after I bought it in March 2021. It was erratic, stopping and starting randomly. I got NO HELP from Aventon. They didn't even respond to my emails. Eventually I traced the problem to the brake sensors, but Aventon offered no replacements. I'm running with them disconnected. Never again!
 

Tomsie

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Sep 15, 2021
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I also have problems with the rear brake, having to have it bled six weeks after having bought the bike online. Getting it home from the shop, I tried to turn it on and got an E 25 message. I've been unable to get Aventon to respond to my emails. Anybody know what that error message means?
 

Oregonjack

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I canceled my order today. I ordered in August and was told it would ship 9/24. After 2 more weeks of waiting they still could not give me a date for shipment. To top it off, via their chat option, I was told that the sand color was available for immediate shipping. I had ordered the green. I was then told that they couldn't change the order but I could cancel and reorder the different color. Apparently they have no way of communicating to the customer what is in-stock or out of stock. So I waited for 6 weeks and no one at Aventon was able to let me know that I could have had a different color right away. Very poor ordering platform and customer service. I went to juiced and their website tells you what is in stock and what is not. Aventon is a good looking bike, but if they can't manage their customer service during the ordering and shipping process, good luck getting any help once you get your bike. I would recommend buying elsewhere.
 

Dlent

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From my perspective, you get what you pay for.
Unknown brand or parts..good luck finding anyone willing to service your brand X bike. In a matter of weeks/months maybe a year or two...your bike will be worthless.

I'm still amazed and happy Aurora ebikes. They might be expensive...but I know and can count on it working years to come.
 

ATC2

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Oct 8, 2021
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Can I get a ride on this bus ?
I went in thinking I had done my research but I made the mistake of no checking forums. Battery key was not included, and yes I have checked the cables and box numerous times. In all fairness they quickly replied and gave me an order number, so good for them. However, I almost killed myself during the first ride when approaching a stop sign I discovered that my brakes didn’t work. I got lucky no cars were coming. Filled out warranty request and awaiting a reply, meanwhile off to the shop I go to get my brakes checked On my brand new $2K bike. I watched every video on youtube about this bike and felt I made a good choice. The key missing is not a big deal for me but the brake failure was a good scare. Seems to me that no one is checking these items out before they ship Out.
 

Pau l D

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My brake sensors failed too. No help from Aventon. I eventually filed a claim with Better Business Bureau in their home town. Finally they sent me parts.
 

ATC2

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Yeah… things have been disappointing me also. Glad to hear that you got the parts it gives me hope that the company is tryin. It should not take a BBB complaint. They’ve told me to expect my key in Januay, with current supply issues I can understand. The reimbursement for the brake bleed is administrative so I’m not holding my breath on that they’ve never givin an update on that besides it being referred to accounting. Having to put the bike inside the house for winter storage since I can’t remove battery. Not a bad product but company operations is going to cripple them if they don’t do something soon.
 

mray77

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I've had my 350 for a month now and no issues, except for a user (me) issue. I contacted support and got a reply the same day. I love the bike and hope it continues to perform as well as it has been doing.
 
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