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:06/10/2025

  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.

  I am filing this complaint regarding a bike packing service I received at Hilo Bike Hub. I entrusted them with packing my $15,000 triathlon bike for international travel, and they returned it to me with serious damage due to improper handling and negligence.When I opened my hard case upon arrival, I was devastated to find a deep scratch and a hole worn through the paint on the fork, with paint chips scattered throughout the case. This damage occurred because the underside of the handlebar area, which was in contact with the fork, was left exposed. There was a protective cover included in the case, and it was not ******* my email to the shop, I explained the situation and shared that I had already taken the bike to a professional repair service, where I was told the damage could cost up to $2,000 to repair. Hilo Bike Hub responded days later, denying responsibility and falsely stating that:I used a soft case (I used a hard case),I imposed time restraints (this is exaggerated proper packing should never be compromised),The damage might have been caused by transport (which would not have happened if they had packed it properly, especially since I included all needed protection).They dismissed my complaint, offered no resolution, and shifted the blame to me. As someone who has traveled with bikes for 15 years, I have never seen such careless handling.Desired Resolution:I am requesting a partial reimbursement of $2,000 to cover repainting and repair costs. I also ask that Hilo Bike Hub:Accept responsibility for the inadequate packing,Provide proper training to staff on handling high-value bikes, and Stop making false claims about customer equipment and conduct.I trusted them with something very valuable, and they failed to meet basic professional standards.

  Business Response

  Date: 06/20/2025

  Aloha,
  This is a
  reply to the BBB about a complaint that was brought upon our store, Hilo Bike
  Hub, pertaining to services rendered in preparing a Canyon Speedmax triathlon bicycle
  for shipping in a pre-manufactured bicycle box, and that the customer felt that
  we, Hilo Bike Hub, was negligence in the packing of this bicycle for shipment.
  The customer believes that Hilo Bike Hub should be responsible for damages that
  occurred to his bicycle.
  Hilo Bike Hub
  packs for shipping approximately 60 to 70 bicycles per year, which averages a
  little over one bicycle per week. Over 90 percent of the bicycles that we box,
  go in the cardboard shipping containers that we receive our new bikes in. The
  customer brought in a type of hardcase box that has soft sides, made for easy
  storage (exhibit 1). This particular box is recommended for domestic travel but is not intended for international travel due to its inability to withstand heavy
  impacts as well as the rigors of luggage stacking. The damages that occurred to
  this customers bicycle was from heavy impact on the side of the box, crushing
  the aerobar extender into the fork section of the bike. This is evident from
  the grating type of scratching that removed paint from the frame.
  The Canyon
  Speedmax frame is unique in that the aero bar is a platform that assembles
  similar to lego building one on top of another. This system is much different
  than most aero tri bar set ups. Canyon recommends a specialty shipping box (exhibit
  2) to ship their bike due to the unique aerobar, and so that it does not have
  to be disassembled when shipping.
  The Hilo Bike
  Hub team discussed this with the client before releasing his bike to us. We
  used his bike box manufactures boxing instructions, found on the manufacture's
  website, to assist us in properly placing his frame, wheels, disassembled
  components, and handlebar assembly in the box (exhibit 3). The box does offer a
  multiple strapping system; however, this system is limited in its protection. The
  customer referred to a “protective cover” to wrap the bike up with. From the
  example you can see that if we put the bike into any bag, we would not be able
  to properly strap it down securely. As per our normal boxing procedure, we check
  that there are no loose components moving around in the box. We felt that
  everything was secure, and when the customer picked up the boxed bike the next
  morning, he was in the parking lot with it, examining it for shipment. He seemed
  to be happy when he left our store.
  As far as Hilo
  Bike Hub being negligent in boxing his bike, we took all steps that we knew to
  use to get his bike home in one piece without damages. However, we did not sign a contract, nor did we advertise that our bike boxing would be free of damages. Also, the customer was flying out of Hawai?i
  back to his home country. The fact that TSA, our nation's security force at all
  airports normally pulls the bicycles out of their boxes to check for contraband
  and other unsafe shippable that have been historically stored in bicycle boxes.
  The problem here is that when they, TSA remove the bike from the container,
  then pieces of the bike shift, and are not placed back into its original
  position, which can cause damage to the bike if other bags are laid on top. Also,
  we believe that with such an expensive bike, we recommend that the customer should
  have purchased damage insurance for his bike during shipping, which is where
  the damage occurred.
  We are greatly saddened to hear that this customers bike was
  scratched during shipping. However, due to multiple people handling his bike
  after it left our store, there is no provable way that shows that we are
  responsible for the damages to his bike. Because of this complaint, we will
  photograph all of our boxed bikes, inside and out, so that if there are
  damages, we can show the customer that their bike was properly packaged, which
  should help the customer in his complaint against the shipper.
  We hope that his paint repair goes well.
  Sincerely,
  Chris Seymour
  Owner, Hilo Bike Hub