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:16/12/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  In June 2022 I provided Scooteretti with a $1130.00 deposit for an ebike. While waiting for the bicycle to become available I had a change of employment due to COVID. Not making the wages I used to pre-covid I contacted scooteretti to explain my situation and cancel the order before it arrived. They told me it was fine but they were going to hold onto my deposit until I can afford to pay the remaining balance. Realizing that I’ll never be able to afford that $5000, bike as I’m having a hard enough time paying my mortgage. I called them again to see if we could work something out. They told me they had since sold the bike I ordered but still will not issue me a refund. I even said they could keep a portion of my deposit, like a restocking fee, but they still denied any kind of a refund. They want the entire amount. I can’t understand in times like this how people can be so insensitive.

  Business Response

  Date: 19/12/2022

  Order #******* · Scooteretti
  
  
  For clarification in this case there is a documented and electronically tracked summary of the transaction. The customer's recollection of the transaction is incorrect in that the bike arrived and we sent a few requests for payment prior to him reaching out to us saying he could not pay for the item. At no time did the customer advise us before the item arrived asking if possible to cancel the order. 
  
  
  It should also be noted that we have already made a goodwill exception for this customer on July 26 to have a 1-year extension as well as to guarantee 2022 pricing for him through to the end of 2023 which he agreed to. It is now 5 months later (December) and once again he is demanding that we renegotiate the terms once again and now wants a full refund. Scooteretti has done absolutely nothing wrong and have been 100% transparent on the initial order and 100% understanding with making a goodwill gesture and now back discussing this once again for this customer.
  
  
  1: June 03, 2022-  A custom non-refundable Pre-Order deposit order (in order to not sell this bike to someone else) was created via our e-commerce platform. The document clearly stated in the description that the deposit was non-refundable. Additional Notes were also added to ensure 100% transparency and clarity that the deposit is non-refundable. See the copy of the emailed invoice sent attached (document 1)
  
  
  2: June 03, 2022 - The order was approved and payment was made by the customer via our online e-commerce platform (see document 2)
  
  
  
  3: July 20, 2022 - A request for payment of the final balance owing was sent electronically at 11:54 am EST (see document 2)
  
  
  4: July 25, 2022 - A second request for payment of the final balance owing was sent electronically at 2:36 pm EST (see document 2)
  
  
  5: July 26, 2022 - A call was received from the customer advising that he could not make the final payment. In speaking to a manager and getting approval from the owner a goodwill gesture was given and agreed to by the customer to do the following to help him " Scooteretti will honour the current 2022 price of the Cube Reaction Hybrid Pro 500 of $4799 through to the end of 2023.". This goodwill gesture not only allowed him to not lose his deposit but to carry it over to the end of 2023 plus also guaranteeing pricing at the same 2022 level for him through the remainder of 2023. An email confirmation of the conversation was sent to the customer documenting the conversation at 11:54 am on July 26. (see document 3)
  
  
  
  6: December 16, 2022 - Customer reached out to Scooteretti and spoke to the owner about getting his pre-order returned as he needed money. It was discussed that we already reached an agreement back in July. The conversation was harsh from the customer and insinuations that he was going to take action against the business/owner on this topic was not over and hung up on the owner.
  
  
  We still have the bike in stock, have had to carry the inventory and have now been forced to discount the bike. 
  
  
  In order to appease the customer once again, we are willing to make a final offer and last to split the difference and refund him $500.00 (plus applicable taxes that were charged) if the customer agrees to retract and end all complaints/reviews/negative comments/incorrect statements towards Scooteretti and any of its subsidiaries.
  
  
  
  
  
  
  regards,
  
  
  
  
  ******* 

  Customer Answer

  Date: 19/12/2022

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18601344, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  ***** *******