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:06/20/2024

  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.

  Canyon Bicycles USA, **** Did not honor the warranty as advertised. My less than 1 year old ~$6000 Aeroad CF SLX bike was damaged due to faulty quality assembly. The chain guard failed during a ride and damaged the frame. I was fortunate not to be injured. I submitted a Warrenty request with all the appropriate documentation after multiple email correspondence. Canyon Bicycles USA, **** Has a 6 year Warrenty on frames. They just sent me a rejection notification after weeks of back and forth. I found this to be a failure to comply with their contractual obligation.

  Business Response

  Date: 06/23/2024

  Canyon Bicycles is currently working with the customer to find an alternative solution. It has been determined and confirmed that the damage to the customer's bicycle is not covered under **********************'s Limited Warranty policy, as stated in the Terms and Conditions which can be found here: ******************************************************************************

  Canyon has offered the customer the ability to purchase a replacement frame of a different model bicycle at a discounted rate or the choice to wait for a direct replacement to come back into stock, as part of Canyon's Crash Replacement Program. The customer will need to decide which option is best suitable for their needs and inform Canyon of their decision. The customer also has the right to refuse this offer.

  Customer Answer

  Date: 06/26/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:06/16/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  HEALTH AND MOTORIST HAZARD ISSUE ********* Slipping on new Canyon Ultimate CF SLX 8 Di2 bicycle designed for Gravel riding/racing.REDDIT post dated 1 year ago on r/canyon with post that states this is a known issue by Canyon. Some comments state: (1) This is a known issue- tons of threads about it on Reddit. And also unbelievably annoying. Im dealing with mine as well, had to Uber home after riding 25 miles no problem, but couldnt get it to stick with my minitool. (2) Mine started slipping around 500km or so (it was a very slow slip - the bike would make a cracking noise under load. Generally, all these comments lead to the bike owner completing task outside the manufacturer guidelines and warranty while Canyon downplays a dangerous issue that leads to personal injury and hazard to motor vehicles within a bicyclist driving area. MY SEQUENCE OF EVENTS with seat post safety issues.3/18/2024 I purchased a Canyon Grail CF SLX 8 Di at canyon.com for $5,198. Bicycle had been ridden approximately 25 miles with some seat post slippage that was eliminated by tightening the one s**** bolt to from a tool that was provided by Canyon.6/8/2024 I entered a 62-mile gravel race. At approximately mile 34 seat post slipped with my buttocks on the seat with a slight pain on the left side of the buttocks and left hamstring. I had to pull myself out of the race and bike an additional 12 miles to my vehicle. The bike is operational and not able to use. This is a hobby I do enjoy and have invested in purchasing future payments with projected Gravel bike races, resulting in me purchasing another bicycle brand while a wait for Canyon to correct issue. I filed a ticket with Canyon and I am being sent through the Canyon company process with there warranty department.

• Initial Complaint

  Date:05/06/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Date of transaction 4/29/2024 Ordered a bike with accessories: Order Number: ********** Bike arrived, but light kit (accessory) that was ordered did not arrive and Canyon claims I now have to purchase a 2nd light kit for them to refund me the original light set. This is not acceptable as I dont have funds to cover the payment of a 2nd light set. All I want is the original light kit I purchased.

• Initial Complaint

  Date:04/04/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On 3/2/2024 I purchased a mountain bike from canyon for $2673.93 plus almost $500 in finance charges using affirm which is a canyon partner. On 3/5/2024 after reading bad reviews about this company I called them and canceled the order. I was told that when ***** showed up all I had to do was to refuse the package, so I did. I have been calling them at least 2-3 times a week and keep getting told by different employees that they issued the refund. When I contact affirm the financing company that they work with they tell me that they haven't received any refunds. Today I received an email from an employee named ****** at canyon stating that I should take it up with affirm and that they couldn't do anything for me even though they have almost $3000.00 from affirm and a hefty down payment from me!! I truly feel like canyon bicycles is robbing me from a bicycle I never received. Canyon does confirm that they did receive the bicycle back from ***** since it was refused when ***** knocked at my front door. This is fraud and I demand that this is taken care of immediately! I can't afford to pay for something I don't have. Thank you

• Initial Complaint

  Date:04/02/2024

  Type:Product 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 January 2024 I purchased a high end race bike from Canyon Bicycles and worked with ******* base site out of **********. I had waited over two years to get a slot. It was a nightmare to begin with. The bike got lost in shipping with there bike assembler in Velofix and was received over a month later, almost 2 months. When I got it, I noticed the bike had come with different components (different tires and crankset) than what I had paid for and was advertised. I immediately called them and the first responders stated they would give me a 200 dollar "inconvenience" refund. I asked for other the options to remedy the solution, but the first responders weren't able to authorize anything more at their level. This then began my back and forth with this company to try and get a manager to call so we can resolve the disparity between the price gap of the high tiered component (Rotor crankset with powermeter) I paid for and the lower tiered component (dura ace no powermeter) that came on the bike. They have admitted to putting on the wrong components. I've been led on back and forth for weeks if not months, with the latest email/phone call stating their management is unable to take calls. The bike is well a well designed piece of equipment which I'd like to keep. I'm just looking for the difference in price for the different components that are on there. That way I can take that money and put it towards the right crankset and tire package. I shouldn't have to pay for something I never received and this company/*** base does not support its customers after the sale. Great bike design but business is very shady after you pay them. Order number = ********** Product = Canyon Speedmax CFR Disc Di2

  Business Response

  Date: 04/11/2024

  A representative from Canyon Bicycles will contact the customer to resolve the issue. The resolution will be to offer the customer a credit for the value of the cranks and tires that were advertised to come with the bike. The customer will need to return the cranks and tires that came with the bike in order to receive the refund credit. Canyon Bicycles will provide the customer with a pre-paid shipping label. 

  Customer Answer

  Date: 04/11/2024

   It says in the response that I would need to send the crank set and tires back. I never received the components I was supposed to receive/paid for and only have what was provided built up on the bike. I'm just looking for a compensation difference between the lower tiered components currently on the bike and what I paid for. I'll keep what's on there for now.
  

  Paid for: Rotor ALDHU24 52/36 crankset with power meter. Online cost showing from $1300.00 to $1500.00
  

  Received: Shimano Dura Ace: Online cost showing around $500
  

  Simple math for this purpose, is to refund $1000 off my $13594 total purchase cost for the difference of crankset component and I can move forward with enjoying the bike.
  

  The tires are wrong and paid for the Schwalbe Pro One, 25mm tire but I'm less concerned with that. 

  
  

   

  Business Response

  Date: 04/16/2024

  We will honor the customer's request of a credit/refund in the amount of $1,000. A customer service agent will confirm once this has been completed.

  Customer Answer

  Date: 04/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:02/23/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  I received an email on Jan 24, 2024 from Canyon regarding refund for a valid/processed warranty claim in the amount of $1,736.44. Estimate for payment was 7-10 business days approximately. Now exactly 30 calendar days have expired and after many phone calls and emails to Canyon customer service, I still have no final ETA or ********* tracking number. I keep getting run arounds from customer service and they told me that the check would be mailed last week from *****, **. No check mailed/received still and they did not provide any ETA even after discussing this again on the phone with customer service yesterday.The order number on the credit memo PDF that was attached to above email is **********. My Canyon customer number is **********. I have attached the credit memo PDF to this complaint case as well as email screenshot. Please refund my money immediately and provide tracking number for ********* immediately.

• Initial Complaint

  Date:01/19/2024

  Type:Order 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.

  On 12/1/2023, I contacted Canyon Bicycles in regards to finding damage to my frame. I sent an email with all pictures as requested shown of said damage. They responded stating that they are escalating my case to the tech **** for evaluation. on 12/7/2023, they emailed saying that they are sorry to see this and this is the firs time they are seeing this with their frames and will escalate to a supervisor for review. On 12/12/2023, they sent an email to me stating that I have been approved for a FULL refund on this bike and that they do not have any frames that will replace the one that was damaged. Canyon Bicycles stated that the refund would be for a total of $2999.00 plus tax and shipping. I agreed to receiving a full refund since they were unable to send a replacement frame. 12/13 - return label was sent and bike was sent via ***** 12/14. On 12/28/2023, ***** from Canyon emailed that the refund will take approximately3-5 business days to process the refund check and ***** days for delivery by ***** I called on 1/16/2024 as a check has not been received. ******* stated that the check will be here this week. Called today 1/19/2024 and ******* stated that the check SHOULD be issued next week and expect another ***** days to receive the refund. Please issue a refund check ASAP via overnight mail.

  Business Response

  Date: 01/22/2024

  Hello BBB 

   

  Thank you for bringing this to our attention 

  Refund check going out Fedex 

  Kind Regards 

  Canyon 

• Initial Complaint

  Date:01/12/2024

  Type:Product 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.

  Date: 12/23/23 Money paid: $3175.00 What they committed to providing: Bicycle without defects Nature: Bike was delivered with agrious paint/finish defects that was too obvious to not see prior to shipment. They dont do exchanges because of "items getting lost in return transit in the past"(not a issue that the consumer should have to be burdened by) so have to disassemble and rebox the bike(4hrs) take day off work to be home for ***** to pickup the package to return it, wait a week for them to inspect it, another week for the $3,100 to be refunded and then buy a new one, take another day off of work to be home to sign for delivery, spend hours assembling. So 3 days taken off of work and **************************************** $2076 of lost wages due to them not checking the quality of their products before shipping them. There idea of a resolution that would make me whole on my $3100 purchase that i wont see the refund until 5 weeks 3 weeks after i ship the bike back to them was to offer me a 10% discount on any full price replacement bike from them one i'm refunded and can buy another one. Thats $310 when im losing out on $2000 in wages and floating $3100 to them for a month. And of course they no longer have the bike i purchased in a size medium frame that i need until april 24' so in order to get a bike from them that's comparable in spec's i would have to pay between $3500 and $5000....again adding more of my money lost due to no fault of my own. I asked if they i could use the discount on a outlet bike as they had the same make/size available and they wouldnt allow me to since it was not a full price item. nor would they provide a partial credit for me to keep the bike they sent or any anything else that would make it so i would not have to pay more or even out the $2100 in lost wages. Now they are not responding to my requests for them to schedule ***** to pickup so i can return it.

  Business Response

  Date: 01/16/2024

  Hello BBB 

   

  Thank you for bringing this to our attention , customer was all taken care of already and satisfied with resolution 

   

  Kind Regards 

  
  Canyon 

  Customer Answer

  Date: 01/18/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:01/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  I bought a bike from Canyon Bicycles on January 09, ****. The bike was $1,199.00 and with tax I payed ********. I got the charge on my credit card and about 12 hours later received a mail that they have mistaken the price and canceled my order. I did get my refund on my card but was really disappointed with that. They did send proof of my order, it was **********. Now they have changed the price of the bike to $6,799.00.

• Initial Complaint

  Date:01/11/2024

  Type:Order 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.

  On January 9th ****, I purchased from Canyon Bicycles USA a bike model Ultimate CF SLX 8 Force AXS. The price as advertised for different models of the same bike was of USD1,199.00. I payed a total of USD1,297.92 via Paypal. I have included the authorized payment email with invoice ID ****************, as well as the order confirmation email from Canyon Bicyles ***, **** with the number **********. Without consent from my part, the order was cancelled by the business. They are now charging me more money in order to get the product I purchased from their web page. I cannot afford the price they now ask for therefore I am without my main excercise tool, that has been a cure for my depression. I sold my bike when I order the new one, thinking that the business was formal and considering that the shipping time was around two weeks as advertised on their website. I request they send me the bike I originally ordered, since its not fair that once we order a product, the business arbitrarily cancels the order without the buyers consent. I can send the original emails for your reference. I want my bicycle since its an ecologicaly mean of transport and my main excercise source that has been prescribed by my psychiatrist. I

  Business Response

  Date: 01/12/2024

  Hello BBB 

  Customer has been sent an apology letter with a discount code and complimentary shipping , there was an error in our website , it was rectified no further action necessary 

   

  Thank you 

  Canyon 

  Customer Answer

  Date: 01/12/2024

  This does not solve anything. Shipping was already complimentary and a 5% discount does not get me my bike back. My older bike had *******, same level as Force just as the bike I got and was cancelled without my consent. I understand it was an error from the business side, however I relied on their honesty and trust to their customer and now I am out of bicycle. I can only afford the amount I payed for the bike and I wish to have something similar as the one I bought or my old bike.

  Business Response

  Date: 01/16/2024

  Hello BBB 

  Yes we are still in communication with customer, we had an internal issue with pricing on our website, it was resolved and we have apologized to customer multiple times and offered extra compensation for inconvenience as well 

   

  Thank you 

  Canyon