Hundreds of Coloradans who thought they were locking in “free” e‑bikes are still waiting, months after shelling out small sales‑tax payments or modest fees. Customers say they were promised a six to twelve week turnaround, yet many report delays far beyond that window. The lag has driven some to file complaints with consumer agencies and post online warnings, as both refunds and clear answers prove slow to arrive.
The promise: free bikes via a state credit
Bear Trail Bikes built its promotion around Colorado’s e‑bike tax credit, pitching deep point‑of‑sale discounts that left shoppers on the hook only for sales tax or a small leftover balance. According to Bear Trail Bikes, customers complete a residency affidavit and then pick up their bikes at scheduled distribution events. The company’s materials describe a typical six to twelve week turnaround that depends on how quickly state funds arrive. That setup drew a fast rush of signups and, customers say, some long waits once shipments and state reimbursements slowed.
How the credit is supposed to work and why delays bite
The program paperwork requires retailers to collect residency affidavits, then submit quarterly reports before they can seek reimbursement, according to the Colorado Energy Office. Guidance from the Department of Revenue says the tax credit is earned only after a qualifying e‑bike sale is completed and the buyer has actually received the bike, which leaves retailers carrying the cost until the transaction is fully finished. The Energy Office also notes that the upfront discount dropped to $225 on Jan. 1, and that participating retailers may, in some cases, request advance payments.
Customers left in limbo
People who signed up for the deal describe paying relatively small amounts, sometimes just a $39 sales‑tax charge or a minor remainder, and then waiting with little concrete information. One buyer told 9News she still did not have a bike 22 weeks after placing her order. Dozens of complaints filed with the Better Business Bureau, along with negative posts on Reddit and Google, point to wider frustration. A distribution event in late April reportedly brought a long line and some successful pickups, but many attendees say that day felt more like an outlier than the norm.
Retailer pushes back
Bear Trail’s website now states that new free‑bike orders are on pause until existing orders are fulfilled, and it invites customers who are tired of waiting to ask for a full refund. The shop’s operator told 9News he has invested millions of dollars into the business, disputes the state’s reading of how the program should work, and said that refunds were offered to some buyers. Customers who have spoken publicly say refund offers have been inconsistent or slow to come through.
What to do if you paid and haven’t received a bike
Buyers who are still waiting have several concrete options. They can first request a full refund from the retailer in writing. If that goes nowhere, they can file a complaint with the Colorado Attorney General’s consumer office and submit a formal complaint to the Better Business Bureau. Some customers may also want to ask their bank or card issuer about initiating a chargeback if a refund is refused or significantly delayed. The Colorado Attorney General’s site explains how to report possible consumer fraud and submit a complaint, and the BBB keeps a public record of dispute histories that can sometimes help apply pressure. None of these steps guarantees quick money back, but they do create an official paper trail that regulators and financial institutions can use.
Why it matters
Colorado’s e‑bike credit is designed to make electric transportation more affordable, yet the structure of the program, which asks retailers to front the discounts until they are reimbursed, can strain smaller shops and leave customers in limbo when paperwork, shipping, or payments slow down. Regulators have outlined the rules of the program, and participating retailers say they are adjusting how they operate, but this situation highlights how much clearer timelines and stronger consumer protections may be needed as state incentive programs grow. For now, many frustrated buyers are stuck weighing relatively small upfront costs against long waits and mixed experiences trying to get their bikes or their money back.
