Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:27/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I attended this shop to purchase a e-bike RV rack for our Rad 6 bikes. We spend over an hour with an employee( ******) discussing the specifications of our e-bikes. We provide the weight and tire size,etc.The store employer recommended the Thule XL bike rack.it was the most expensive bike rack in the store but he stated it would hold the weight of two Rad bikes. I purchased the rack and once I got home I placed it on my truck to see how the bikes fit. To my dismay the rack was too small for the 58 inch Rad bike wheel base and the tire straps did not fit the 5 inch tires.I packed the rack back in the box and returned it within a week. The store charged me a 20 percent restocking fee.I had also bought a ***** ***** **** for the bike rack. When I attempted to place it on my truck the holes were misaligned to lock it to my receiver hitch. I returned it but the store provided me a replaced. The store manager also provided me two keys that he said belonged to the Power Caddy. I take it was for the locking pin which was missing.In summary I have attempted to resolve this with the owner on several occasions but he refuses to return my $230.00 restocking fee. As far as the keys he says they are from the Thule XL rack. I have offered for him to pick up the keys anytime. Im not sure what the keys are for but they are welcome to them anytime.

  Business Response

  Date: 27/10/2023

  Kelowna E Ride has been in business for 10 years and has thousands of satisfied customers and offers great customer service.  *** came in looking for a 2 ebike rack for their vehicle. They purchased the rack and lift and took them home used them and decided to return them without the keys for the rack. This is subject to our 20% restocking fee policy as we have costs of the sale for our employee time, credit card fees, depreciation and assessment  and now the pursuit of the keys to make the rack whole again and resellable. The customer has gone on a campaign of 1 star ****** and ******** reviews and has enlisted the help of friends to do the same by posting false and negative 1 star reviews discrediting our business. ****** us to chase the keys down to his house is wrong as none of the transaction occurred at his home. We simply ask that the customer return the keys to us so we may negotiate the restocking fee. This has gotten completely out of hand and more than any retailer should have to endure while enacting standard business practices of restocking fees. At this point we have a $1200 bike rack we cannot sell due to no keys returned from customer. 

  Customer Answer

  Date: 02/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: 

  The accuracy of the businesses response requires some clarification. First my wife and I purchased the rack after spending more than an hour with staff members. We identified what bikes we had(****) the weight and the requirement to use the rack on the back of our 5 th wheel RV.

  We purchase the most expensive rack in the store solely based on the staff recommendation. At no time did anyone mention a 20 percent restock fee!

  As far as enlisting people to write reviews is totally false. 
  

  As stated in my complaint I was provided the keys by a staff member. The store is welcome to pick them up.

  If the store agrees to refund my 20 percent I will drop the keys off to resolve this situation.

   

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/11/2023

  Sorry that you feel this way. 

  We are the ones that are out money and inconvenienced by this consumer and we are not here to upset anybody.

  We are a small business and not ****** when it comes to returns so we charge re stocking fees. 

  You are welcome to buy the rack from us at you previously discounted rate and resell it if you do not care for it. 

   

   

   

  Customer Answer

  Date: 07/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Its obvious ****** has no desire to resolve this injustice committed by Kelowna e ride.
  Sincerely,
  
  ***************************