Complaints

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• Initial Complaint

  Date:07/25/2024

  Type:Delivery 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.

  Had a tube ordered and they couldnt provide it and wouldnt give me back my tube even after they wouldnt order it for me. They kept my property.

  Business Response

  Date: 08/22/2024

  ******,
  
  You dropped your wheel off for an innertube replacement which required a 700x38c innertube on 7/23/24 and was told by an employee that it would be done on 7/24/24 in the morning at some point. When the repair was started, it was discovered that not only was the existing innertube bad (punctured and sliced at the valve stem due to under inflation) and needing replacement, but the depth of your rim required a 48mm valve stem which we did not have in stock. This prevented us from completing your repair on time by the next day.
  
  During our conversation you asked why you weren't notified of the delay, I told you I didn't know but I would speak to that employee about it. You asked when the correct innertube would be in stock. I told you tomorrow when *** arrives but you got angry when I could not provide a time. We have no control over when the *** driver stops here on his route.
  
   I offered to do the repair for free for you, and instead of accepting, you again decided to lecture on not being called. So again, I asked you what else I could do to make the situation right for you? Yet again you said "Don't you think I should have been called?" Again, I said yes and that I would address it with the employee and that I could get the repair done tomorrow when the tube arrived and offered to do it for free.
  
  There was no solution that seemed to be good for you, so I asked you to come get your wheel and take it elsewhere. When you arrived, I handed you your wheel and you again wanted to talk about not being called about the delay. Once again, I told you that until I can speak to that employee when he arrives tomorrow, I don't know why he didn't call but I will find out. 
  
  The property you are speaking of that you claim was not returned was the damaged and unrepairable innertube that we had to take out of the tire anyway to access why it was losing air in the first place.  As is standard practice with unrepairable items in a bicycle shop, auto repair shop or most other repair businesses, this was discarded with the trash the evening that we discovered your tube was bad and would need to order the correct one. Old parts that are no longer useable are only kept if the customer requests them at the start of service, otherwise there is no reason to keep, in this case a $7 innertube that is no longer useable.  ($7 is the value of the standard tube that was already in your tire.  The one we were replacing it with and offered to give you for free was $15 plus the labor of $15 which we also offered to give you free).  Keep in mind up to this point or ever, you had not paid for anything.
  
  Adding up the apology I gave you multiple times, the explanation of what we found was wrong with your existing innertube, and the need to order a tube with longer valve stem, and the offer to do the repair for free and cover the cost of the tube plus labor, and the assurance that I would speak to the employee to find out why you weren't called.....We have done all we can do here.  Yet once all of that was offered, you decided to still come into the store, refuse the service and try to tell me how to run this business, and still ask why you weren't called, and complain well beyond what anyone would think reasonable. This is why you were asked to leave the shop.