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Business Profile

Bicycle Dealers

Commencal Canada

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bicycle Dealers.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/02/2023

    Type:Product Issues
    Status:
    Resolved
    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.
    I purchased a new mountain bike from Commencal in July 2021. The bike came with a two-year warranty. In January 2023, I noticed that the bike frame had cracks in the welds. and initiated a warranty claim. Commencal had discontinued this particular model of bike and no longer had stock in Canada, so they provided me with three options:

    1. Pay $1453+tax to upgrade to the new model,
    2. Have a replacment frame shipped from their inventory in the USA (the same version that I had broken with a known durability issue), or
    3. Receive a refund for the retail value of the frame ($2,800)

    I elected to to a receive a refund and this was agreed upon via email. Commencal collected my payment/refund information and said to expect a refund within 14 business days. Given that a refund was coming my way, I purchased a new frame from a different manufacturure to replace the faulty/broken Commencal frame.

    After waiting 14 business days without a refund arriving I followed up with the company. Their correspondence indicated that they needed to follow up with their headquarters in Andorra. Eventually word came from Andorra that they were not going to honour the agreed upon refund.

    This has left me in a financial crunch. As i never would have purchased a replacement frame if the refund wasn't an option. *** ******** ****** ***** ** *** ******** ***** ************** **** ********* ******

    Business Response

    Date: 21/02/2023

    The customers warranty claim has now been closed and agreed upon between both parties. We were not able to offer a full refund of their original frame purchase as this is not in line with our warranty policy and was incorrectly offered at the beginning of this process. The customer was then made aware of the options that were available to complete the warranty and they chose to have an upgraded frame replacement which requires the customer to pay the difference in price between his original frame purchase and the new upgraded frame that was chosen. Other options to resolve the warranty at no cost to the customer were turned down in favour of this upgraded frame option. 

    Customer Answer

    Date: 23/02/2023



    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




    Sincerely,



    **** ****

Commencal Canada is NOT a BBB Accredited Business.

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