Complaints

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• Initial Complaint

  Date:09/28/2023

  Type:Service or Repair 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 August 18, 2023, Nick at Kind store in Edwards notified me that my race bike was irreparably damaged. My bike was professionally packaged in Pa and shipped to Colorado. It arrived in an undamaged box to Colorado. I dropped my boxed bike at the Kind store when I learned they routinely put together bikes. They never told me they do not deal with cannondale. Nor did they notify me that they deal predominantly with mountain bikes. My bike was a carbon road bike used in triathlon. I received pictures from the kind store showing the seat had been placed into the seat post. The damage in the picture was on the frame of the bike where the seat post gets inserted. . The damage occurred when Nick inserted the seat post into the frame.
  My communication with the company owner, Chris Anderson, broke down after he said his company does not make mistakes like this one since all his technicians are highly trained. Chris said he had videos of the bike being put together but did not supply them to me or the packing company in Pennsylvania.
  Initially, the Kind service supervisor said the frame was cracked due to a defect in the frame. They advised me to take the bike to a cannondale dealer in Avon Colorado. It was at that time I learned they do not work with cannondale. I took the bike to High Gear in Avon and the owner Paul Previtali submitted pictures and information to cannondale. The outcome was that the frame was not defective and that Kind Bikes forcefully inserted the seat post in to the frame and cracked the frame.
  The frame could not be repaired and needed replacement. The cost to replace the frame was 2000.00

  Business Response

  Date: 09/28/2023

  Original Complaint from Elizabeth:  On August 18, 2023, Nick at Kind store in Edwards notified me that my race bike was irreparably damaged. My bike was professionally packaged in Pa and shipped to Colorado. It arrived in an undamaged box to Colorado. I dropped my boxed bike at the Kind store when I learned they routinely put together bikes. They never told me they do not deal with cannondale. Nor did they notify me that they deal predominantly with mountain bikes. My bike was a carbon road bike used in triathlon. I received pictures from the kind store showing the seat had been placed into the seat post. The damage in the picture was on the frame of the bike where the seat post gets inserted. . The damage occurred when Nick inserted the seat post into the frame. My communication with the company owner, Chris Anderson, broke down after he said his company does not make mistakes like this one since all his technicians are highly trained. Chris said he had videos of the bike being put together but did not supply them to me or the packing company in Pennsylvania. Initially, the Kind service supervisor said the frame was cracked due to a defect in the frame. They advised me to take the bike to a cannondale dealer in Avon Colorado. It was at that time I learned they do not work with cannondale. I took the bike to High Gear in Avon and the owner Paul Previtali submitted pictures and information to cannondale. The outcome was that the frame was not defective and that Kind Bikes forcefully inserted the seat post in to the frame and cracked the frame. The frame could not be repaired and needed replacement. The cost to replace the frame was 2000.00

  The damage did not occur at our store.  We have video of the box coming in with Elizabeth and it was already opened, and we noticed the damage after gently installing the seatpost.  We have all of this on video tape, and we also spoke with the shop that packed the bike after sharing the video with them.  The shop that packed the bike noted that the bike was not brought to us in the fashion that it was packed by them and that packing had been removed and altered suggestion that the box was opened by Elizabeth or another before it was brought to us and they attempted assembly themselves.

  The damage could have occurred at the store that packed it, by Elizabeth or someone else that may have helped her try to put it together before bringing it to us, or even prior to bringing it to the shop for packing.  The bike wouild have been ridable in any case, and the damaged could have gone unnoticed prior to us noticing it at our shop.

  Elizabeth says that we told her we work on Cannondale bikes, which we do, as all bike shops work on most major brands of bikes, regardless of whether they are an authorized dealer for them, or not, as apart from the frame and fork of the bike , bikes are generally serviceable by all shops.  We notified her of the damage and that she would need to take the bike to a Cannondale dealer to be assessed for a warranty replacement.

  Elizabeth repeatedly denies that the damage could have occurred at the shop that packed it, only pointing to us.  There is so much reasonable doubt that it occurred at our shop.  Additionally we have video that we are happy to share that shows Elizabeth bringing the bike in in an open box, as well as showing us unpacking the bike and gently inserting the post (the amount of force used is visible in the video), and then noticing the damage.  Please let us know how we can share the video with you.  As far as we are concerned, of the three parties involved; Elizabeth, the packaging bike shop, and our store; we are the only party with actual evidence (video) to support that we did not cause the damage, and that the bike was not in our control (box opened) between the packing shop and our shop.

  Elizabeth has been nothing short of insulting and threatening through this whole process.  I am willing to share all my written communication between her and I if you would like to see it.  We have been professional and objective throughout the entire process.  Lastly, when speaking to the manager of the shop that packed the bike originally, and as noted earlier in this response, not only did he confirm that after watching the video that the bike packaging was modified after it was sent to her, that the shop has had repeated problems with Elizabeth's behavior in their shop (demeaning and insulting) and that they will likely be handling her activity int he shop differently going forward.

  We are a very accountable shop.  We have made mistakes in the past and we have owned them. Had this occurred at our shop we would have owned this one, as well, but it did not.

  Please let me know if you have any questions, or would like to discuss, or see video.

  Sincerely,

  Chris Anderson
  Owner
  Kind Bikes and Skis
  970-926-1260

  Customer Answer

  Date: 09/29/2023

  Complaint: 20670153
  
  
  
  I am rejecting this response because: Chris at kind continues to find other people to blame for the problem that occurred at his shop. The bike, as noted by Nick, was packaged well and had no external damage. The box was opened at at the top to ensure the bike was the beautiful green color. When Chris spoke to Dave Ziegler at the shop in Pa he told the store they packed the bike incorrectly. When the pa store explained their skills the service  manager then said the bike was damaged due to warranty. Every reason for the damage was blamed on someone other than Kind.  The videos that were submitted to me today and to Dave Ziegler in Pa can not be opened.  I have forwarded all email communication between myself and kind within this complaint. Chris can say I am disrespectful and unprofessional but the emails say otherwise.  Chris your statement about notifying me about working on cannondale bike is NOT true.  If you worked with cannondale then why would I need to go to High Gear cycles in Avon.  The owner gave the first clue that the seat post was forced into the frame. I realize you think your are totally not to blame for any of the damage but two other bike stores, one in Pa and one in Co, think you have partial blame if not complete blame.  One thing I know for sure is I should not have any part of replacing a frame that I did not touch in either state.  

  
  
  
  Regards,
  
  
  
  Elizabeth Mcmurtrie

  Business Response

  Date: 10/10/2023

  from: Chris Anderson <[email protected]>
  to: Clay Andersen <[email protected]>
  date: Oct 10, 2023, 11:38 AM
  subject: Re: Additional Response Required | BBB Complaint ID 20670153
  
  Hi, Clay.
  
  I don't really have any more to say than our initial response.  We have evidence that we did not cause the damage to her bike yet she refuses to accept that, and even accepting the possibility of the damage happening when the bike was boxed, or even earlier.  She also put a bad review on our Google Business listing using a name (Joan Block) other than her own.
  
  Her response to my initial response on BBB is the same thing she has been throwing around.  She's even blacklisted at the bike shop that she had her bike boxed at.  When she brought her bike to us in the box it was already opened, and another point I think her bike may have been damaged was by her or her husband attempting to put the bike together when it arrived at her home from the original bike shop. 
  
  We have video of us removing the bike from the box and demonstrating that we did not cause any damage in the process.  I sent this to her and can share it with you, as well.
  
  No shop is perfect and we have made mistakes before.  When we did we immediately accepted responsibility for our error and replaced or repaired the damaged item at our cost.  We operate at a very high level of integrity, and if we did cause this damage we would have taken care of her.
  
  Please let me know what else you need from me to close this case.  Any additional response from me is just going to result in another blaming response from her. 
  
  
  Thank you, Clay.  I will look forward to hearing from you. 
  
  Best regards,
  
  Chris Anderson
  Kind Bikes and Skis
  970-926-1260
  
  Store Hours
  MO-FR 10AM-6PM
  SA10AM-5PM
  SU Closed