VTUVIA Electric Bike

Dear Jennifer, Thank you for leaving us a review and sharing your feedback. First and foremost, we are so sorry to hear about your fall! We sincerely hope you are doing okay and didn't sustain any serious injuries. Safety is our top priority, and we take your experience very seriously. Based on valuable customer feedback, all of our e-bike models currently sold online feature thumb throttles, which significantly reduces the risk of accidental activation while stopped. As a quick safety tip for your current ride, we strongly recommend switching the PAS (Pedal Assist) level to 0 or powering off the bike whenever you come to a full stop. This deactivates the throttle completely. Holding down the brake levers while stopped also engages the motor cut-off switch as an extra safeguard. If there is anything else we can do to assist you or if you need any support, please don't hesitate to reach out to us at [email protected]. Best regards, The VTUVIAEBIKE Team

Dear Steven, Thank you for sharing your detailed feedback. We sincerely apologize for any frustration or inconvenience you have experienced during this process. We’d like to clarify the details and address your concerns directly: Speed Setting: Our e-bikes are shipped with a factory speed limit to comply with safety and legal standards. As you mentioned, our team provided the parameter setup instructions, and we are glad to hear that the performance issue was resolved. Support & Communication: Our support team responds as quickly as possible. Regarding the 3 AM text, our records show we replied promptly right after receiving your incoming message. We apologize if the timing caused any inconvenience. Motor Noise & Video Request: When troubleshooting unpredictable noise, we ask for a short video of the wheel lifted and spinning off the ground (freewheeling), not while riding. Your safety is our absolute priority, and we would never expect you to record a video while actively riding. Dealer Support: Since your e-bike was purchased directly through an authorized dealer rather than our official website, visiting the dealer in person is always the fastest and most efficient way to get your bike inspected and serviced under warranty. We truly value your business and want to make sure your brand-new e-bike is running perfectly. If you still need help coordinating with the dealer or resolving the motor noise, please reach out to us at [email protected] so we can assist you further. Best regards, The VTUVIAEBIKE Team

Dear Tiffany, Thank you so much for the 5-star review and for sharing your experience! We are thrilled to hear how much of a difference the larger seat has made for your comfort while riding your Antelope. Providing a smooth, comfortable ride is always our top priority, and knowing that you highly recommend our products means the world to us! Thank you again for choosing VTUVIA. Wish you many more comfortable and enjoyable rides ahead! Best regards, The VTUVIAEBIKE Team

Dear Guy, We are so glad that our team could be there to support you through the phone and email to get your replacement battery and charger sorted out smoothly. Providing helpful and accommodating service to our riders is always our top priority, especially when unexpected situations arise. Thank you for choosing VTUVIA. We are thrilled to have you back on the road, and we wish you many wonderful and safe rides ahead! Best regards, The VTUVIAEBIKE Team

Dear Tracy, Thank you for taking the time to share your great experience with us! We are so glad to hear that the replacement process for your lock and key was easy and hassle-free. It is always our goal to make sure our customers get exactly what they need with zero stress, and we're happy to hear the new lock fits and works perfectly. If you ever need anything else in the future, we are always here to help. Best regards, The VTUVIAEBIKE Team

Dear John, Thank you for the awesome 4-star review! Knowing that you love the e-bike and would 100% choose us again truly makes our day. We also want to thank you for pointing out the areas where our assembly and accessory directions can be improved. Feedback like yours is incredibly valuable to us as we work to upgrade our user manuals and guides for a better customer experience. If you ever need any assistance or have questions about your bike and accessories, please don't hesitate to contact our support team. Best regards, The VTUVIAEBIKE Team

Dear G Keith Elgin, Thank you so much for the wonderful 5-star review! We are absolutely thrilled to hear that you had a great experience with our service. Providing top-notch support to our riders is always our number one priority. If you ever need anything else or have questions about your e-bike down the road, please don't hesitate to reach out. We are always here to help! Thank you for choosing VTUVIA. Happy riding! Best regards, The VTUVIAEBIKE Team

Hi Sony, Thank you for taking the time to share your experience. We are sorry to hear about the frustration caused during the repair process and would like to clarify a few points to avoid any misunderstanding. Regarding the $100 transportation cost, this was incurred when the bike was delivered to the service shop by a third party. This transportation arrangement and cost were not requested, arranged, or charged by VTUVIA, and therefore are outside of our control. After reviewing your case, our support team confirmed the issue was related to the controller. The controller is covered under a 1-year warranty, which is clearly stated on our warranty page. Once it was determined that the repair was no longer eligible for a free replacement, we informed you that the replacement controller cost was $150 for the part itself. At that time, we offered two repair options: – Having the replacement part shipped directly for online/self repair – Visiting a local service shop for in-person repair You chose to proceed with a local shop. Please note that local service shops are independently operated, and their labor and service fees are set by the shop itself. As a result, their final repair charge may differ from the cost of the replacement part alone. We sincerely apologize for any confusion this may have caused and appreciate your feedback, which helps us improve transparency and communication for our riders. Best regards, The VTUVIAEBIKE Team

Hi Tony, Thank you for taking the time to leave us a review! We’re thrilled to hear that your parts arrived quickly and that you’re happy with our service. Fast and reliable support is something we always strive for, and your feedback means a lot to us. Enjoy your ride, and we look forward to serving you again! Best regards, The VTUVIAEBIKE Team

Hi Garry, Thank you for taking the time to share your honest feedback and for riding your SJ26 for over 2,500 miles — that truly means a lot to us. We are very glad to hear that you find the SJ26 to be a great and dependable bike overall. At the same time, we sincerely apologize for the frustration you experienced when trying to get support and correct replacement part information. That is not the level of service we aim to provide, and your feedback helps us understand where we need to improve. We are actively working on improving our support experience and making parts information clearer and easier to access for our riders. If you ever need assistance in the future, please feel free to reach out to us directly at [email protected] , and our team will be happy to help. Thank you again for your support and for being part of the VTUVIA rider community. Best regards, The VTUVIAEBIKE Team