Many stores do not repair e-bikes. Here’s why

If you ask any bicycle shop owner or manager if they repair electric bikesyou get an interesting array of stories.

“I know a guy who lost a finger working on e-bikes,” says MacKenzie Hardt, owner of Hardt family cyclery in Aurora, Colorado, and former executive director of the nonprofit bike shop and community center Cycling together. Hardt tore tendons in his own hand after accidentally triggering a cadence sensor that caused the wheel to spin uncontrollably on the stand, even when the motor and battery were disconnected.

He now has a message on the company’s voicemail that informs customers that the store will not repair any electric bikes without third party UL 2849 certification, the gold standard that certifies that an entire e-bike, from the electric drivetrain to the battery to the charger system, has been thoroughly tested. (See our guide for How to buy an electric bike for more information.)

The Wild Wild West

Much of the problem with e-bike repair has to do with the fact that a surprising number of electric vehicles sold as e-bikes are not, in fact, electric bikes. According to PeopleForBicyclesthe third-party advocacy group, an e-bike is a low-speed electric vehicle that “very much resembles traditional bicycles in their equipment, handling characteristics, size and speed.”

In 46 states, all e-bikes fall under a class 1, 2 or 3 distinction. The distinction depends on the bike’s maximum assisted speed and how it is powered. However, many e-bikes sold online are much more powerful than the 28 mph maximum speed allowed on a Class 3 e-bike, and they operate more like a moped or even a motorcycle.

“This is really the heart and soul of the service problem,” says Cory Oseland, director of the Ski huta high-end bike shop in Duluth, Minnesota. “Once you go outside of the three classes, you encounter a lot of parts and equipment that are not part of the bicycle industry.”

Repairing an e-bike can also land the shop in a quagmire of liability issues. Because bike shops are part of the product liability chain, they may be liable if they inflate a tire on an electric vehicle and the rider subsequently injures themselves or another person. E-bike injuries increased by more than 1,020% nationwide between 2020 and 2024, according to hospital dataso this is not an unforeseen event. “I’ve known people who lost their shirts,” Hardt says.

In most states, if the bike does not fit the Class 1-3 classification system, the shop’s insurance will likely be null and void. The problem, Hardt says, is that “we don’t regulate on a national level what an e-bike is. What’s legal here may not be legal elsewhere.” Working on an unregulated bike, he adds, “is like someone bringing in a Tesla to fix it.”

Hardt estimates he has turned down hundreds of bike repairs, alienating his shop within the community. “People don’t understand why they were allowed to buy a $1,000 bike online if no one can fix it,” he says. Hardt adds that he used to direct customers to motorcycle stores, but those stores also faced liability issues. “Now I have nowhere to send them.”

No standardized parts

Majority of US states follow PeopleForBikes “Model legislation” which defines and regulates the three classes of e-bikes and has been in place for almost two decades. But there is still no national standard. In January, New Jersey passed a law limiting the definition of low-speed electric bicycle to Class 1. Class 2 and 3 electric bicycles are now classified as “motorized bicycles” and require their owners to purchase an insurance policy to operate them. The new law also requires all Class 1, 2 and 3 e-bikes to be registered and have a driver’s license.

In theory, laws like this may seem like good pieces of legislation that enhance safety. But in practice, they make it even more difficult for the e-bike industry to coalesce around a national standard. How did the regulation of e-bikes become so complex?

“For more than a century, the American bicycle industry has sold durable products designed to be repairable and backed by extensive warranties,” says Matt Moore, general and policy advisor for PeopleForBikes. These products, he explains, are supported by local retailers trained in their repair. In turn, the bicycle industry has supported retailers with strong parts supply networks, online product manuals, and customer service representatives who answer phone calls and emails.

Everything changed during Covid when bike sales exploded, manufacturers couldn’t keep up with demand, and consumers turned to the internet. While many affordable bikes are third-party certified and come with repair networks, others offer no promise of customer service when purchasing them. These bikes may contain specialty parts or proprietary manuals that are impossible for store owners to find or access.

“Consumers may have purchased an uncertified and unsafe e-bike that the seller will not support and that no local retailer will be able to service or even want to have in their store due to the fire risk or liability of working on it,” Moore says. Moore’s advice when shopping for a new e-bike: “You get what you pay for.”

When it’s worth it

The good news is that there are many reputable bike companies that sell e-bikes that feature a UL-certified battery, a high-quality motor, and software, all designed to work together. All electric bikes that we recommend in our guides are made by companies that stand behind their bikes, offer repair support, and are third-party certified.

Most often, these bikes are sold through authorized stores or, if online, buyers will still have access to qualified technicians with diagnostic software that can identify and fix a problem. One of these companies is Liv Cycling. (We will test the Liv Embolden E+ later this year for our guide to Best Electric Mountain Bikes.)

“Liv takes a fully integrated approach to e-bike development,” says Jen Audia, the company’s global product marketing manager. “The systems are designed holistically rather than assembled from unrelated components, meaning the battery, motor and software are designed to work together seamlessly. This integration improves reliability, performance and long-term durability.”

Even if you are considering purchasing an electric bike from a legitimate brand online, it is important to call your local bike shops to find out if it can be repaired locally. Hardt notes that it’s always best to try out a bike before buying it. Ideally, he adds, “purchase a bike that is UL 2849 certified or tested to the UL standard.”

If you want one last homework assignment for complete peace of mind, you can call your insurance company to find out their policy on covering e-bikes.

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