I was wrong; it was actually purchased from Motored Life who does have an affiliation with Bicycle Engines. Both companies have been in communication with each other trying to help me. I have to say, both of their customer service has been absolutely fantastic.
Alex from Motored Life has been emailing me, then sent him video where he even provided his personal cell so I could send him video of what's happening. It's Sunday and tomorrow Labor Day. He was so willing to keep helping me but told him he should enjoy his weekend and holiday. He absolutely would have keep helping me sort though this. REALLY means a lot in the customer experience for me.
Agree, gear drive looks wrong. Will try that. Alex also asked me to do some tests related to that.
Wheel spins fine with no chain on it. Thought about that too to rule thing out.
You all have been so helpful. Don't think I would have made it this far into things without you. I keep learning more and more, which is worth the challenges in the end. Thank you!!