Kim,
Thank you for sharing your feedback with us. We are glad to hear that you and your wife love your e-bikes and hitch rack, but having a loading ramp break on its first use is alarming and is not the experience we want our riders to have.
Our team will be reaching out to you directly via email to monitor your return, verify the details, and make sure this process is completely seamless for you.
Best regards,
Aventon