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:08/07/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 Feb 27, 2024 my dad emailed Bike and Trike Outlet about getting a repair done on a used e-trike. **** replied and stated they could fix it.
  After months of waiting and attempts to reach the business by phone and in person, the owner of the shop ***** ****** had a conversation with my dad and stated the job would be done by August 2nd. They shook on the agreement.
  I stopped in the shop on Friday August 2nd to pick up the bike (after attempting to call the business but the phone went straight to voicemail).
  The employee stated that the owner was out of town on vacation and the bike was not done and at that point I requested to take the bike with me.
  After dropping the bike off with my dad, he inspected it and noticed it was missing parts.
  During this time, I had submitted a google review about our experience with this shop, as it was disheartening and frustrating from the beginning.
  Within minutes of posting the review, I received multiple calls back-to-back from ***** ******. When I returned home I sent a text to ***** saying that I would not answer his calls and that I would like the communication in writing. The conversation immediately escalated to accusations from ***** that we were not honest people. When I brought up that there were missing parts, he pretended not to know what I was talking about. We would very much like to have these parts as they were on the bike when it was dropped off in March.
  I have attached the email correspondence and text exchange.

  Business Response

  Date: 08/18/2024

  Hi **** * ****** 

  I’m sorry that you didn’t not feel we served you well. We have strived to serve our customers since 2005. Being in business that long and serving 1000s of customers we try very hard to make everyone happy. And if we fall short we don’t like that. When this has happened before we realize it is most likely communication. ****, your ori****l email 2/27/24 told us you had purchased a used e-trike and  needed the derailleur fixed. We responded and it was dropped off the next week. In  evaluating your trike ***** told you **** that this needed a lot of work on it. He is the only one in the area that repairs recumbent trike battery and motors. This was beyond a simple repair. He had spoke to you several times. He said this will take diagnostic time that it is not like things he has had happened before. It was recommend to get a new battery and motor after ***** had spent about 10 hrs working on diagnosing (usually $50-75/hr). While ***** did not charge you for that ****. **** you said to keep trying to fix it. ***** had said he didn’t have the time to work on this project as it was not any of the normal things that can go wrong. 
  This was much like when a car has something go wrong and it has to be diagnosed. If your car needs a new motor the mechanic may have tried to fix it, but no matter if we promise you with a hand shake to do that, if it is not fixable unless you have the work done that is recommended. ***** had said he could still attempt to try to fix it and that was not the result, not to be fixed in the way he can usually without replacing. *****, I’m sure you can understand as a business owner yourself, that we strive to make everyone satisfied. When you left that Google business review, we received it on vacation. We looked up your name and didn’t have it in the system as a customer. We googled your name and found your business and called your number to try find out what was wrong. We called 3 times because we were in the mountains in Colorado (visiting with our 83 yo friend and long time customer) and didn’t have it go through twice. I’m sorry if you had two missed called and saw that as multiple calls. I’m not sure why you didn’t want to talk to us in person on the phone as most people do and want to try to resolve what was going on. We talked to ******, our employee after and he said your were very harsh and used profanity. And took the trike which we had offered to your Dad this summer to have picked up because this battery/motor was again not working the way most do, which being a used trike that seemed to have been left out in the elements might explain this. We didn’t have missing parts taken off the trike. If you’d like to explain or take pictures of what parts you were looking talking about. We had added our own $600 battery in diagnostics. ***** had told you ***** that that was on it. And we would like to know why you are putting consumer fraud in your Google review. This trike was not bought from us, it was a used trike that had not been taken care of before dropping off. ***** has spent hours trying to help your dad *****. I’m not sure why you would want to call us fraud because your dad’s trike needs more than was ori****lly thought. Most of our customers become like family and friends to us. We hope you find the peace you need because taking out anger on a small business and as a realtor with their own business standards and ethics we don’t like having someone yell profanity in our business. 

  Customer Answer

  Date: 08/19/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  On August 3rd you were notified of the missing parts; keys, electronic connector, and charger. These items are still not in our possession which accompanied the trike when it was left with you. 
  
  
  
  Sincerely,
  
  
  
  ***** ***

• Initial Complaint

  Date:05/22/2023

  Type:Billing 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.

  On 03/23/23 @ 6:33 pm myself and the owner Steve ****** agreed to sell my *** **** trike on consignment for a **% fee (invoice #****). Mr Cody ***** was with me and witnessed the entire transaction. I called Mr ****** around the 3rd week of April at which time he indicated to me that he was successful in selling the trike but did not have the details in front of him but assured me he would contact me soon. I have subsequently reached out to Mr ****** on numerous occasions and each time he assured me his wife would call me with the details surrounding the sale and how much money would be sent to me-with each of my calls came no response. On one occasion Mr ****** asked me for my new address which I provided via email on May 8th. I also supplied my ***** account information which was discussed at our first meeting as being an avenue for my payment. On 05/19/23 my friend Mr ***** and another acquaintance stopped by in the afternoon and talked directly with Mr ****** about my payment with still no clear resolution. He did indicate at that time the sale price of the trike was $******** dollars. I am just looking for the money that Mr ****** owes me per our agreement.

  Business Response

  Date: 06/01/2023

  We sold this customer’s *** **** electric trike on consignment. He had originally purchased it for $****. We sold it for $**** plus $*** sales tax to total $****.  
  

  We usually do consignments for customers that are putting the monies towards an upgrade. We charged **% fee when they are putting towards a new purchase. As Steve, the owner spoke to this  customer this consignment is just a courtesy and we do charge **% (and his customer negotiated **% which as a rule is not what we do). Selling on consignment is for our customers because we don’t want you to have a trike you don’t use.  However, this does take floor space and takes away from our sales. We could easily sell new. We do appreciate getting customers that can’t afford new a used one. With the consignment we do a tune up on the consignment trike or bike and warranty it for a short time. 
  Steve does go over this info. He also explained how busy we are and we can’t keep up with all the extra phone calls for someone to check on their consignment. We know the consignment customer selling would not get near the price for their used trikes ** ** ****** ***** as we can get for them. We have been in business for 30 years, as many of our customers are older and many of them have become our friends. But consignments are just tiny part of our business as a courtesy. 

  We go above and beyond for a customers you will not find similar customer service that Steve provides. I’m sorry your expectation was that we would mail the check right away. I am Steve’s wife, Gina. I spoke to you on the phone before. I took your address and explained that I would get the information for the price that we sold it for and get you your check. That was right at the beginning of May. We were very happy that we were able to sell your consignment right away where some sit and don’t sell until we get the right customer, which can take months. I’m sorry your perspective was that when Steve told you it sold for around **** he was adding the sales tax in because he had that approximate number in his head. Out of the thousands of customers that we’ve had over the years he does knows people’s first names and what bike or trike they have.  I was present when he spoke to you on the phone a couple times. Those times he was working on electrifying a trike with soder in his hand, or 7 customers waiting on him. As a small business we have been overloaded. We trained people in the winter time that have since quit. We could use about three more bike mechanics, sales people and office assistant. We are trying to do so many things within a thriving business. I’m his wife that works ** * ***** and has 2 small kiddos and just there to help him. You got your trike sold for almost what you paid for, during our most busiest months. I try to keep up with things like paying consignments, but as a business we do it efficiently by doing it all once a month. We don’t have ***** for business and have never used that as payment.  If you had paid by a credit card originally we could have refunded you back to a card. However, with our ****** processor that is not possible with a unknown card.
  

  We are really appreciative of how busy our business is. Steve has a talent/skill that is unmatched in the area. We take time with each customer and don’t compromise that. Our society has become so instant and we all need to slow down. As I write this, I am writing as a mom, small business owner that is tired and thankful all at the same time. I should be tucking my * yo in bed, and talking to my ** yo, but I’m responding to this inquiry. Life of a business owner. 

  We paid your wife on your behalf when she came in last week. We had a check to be mailed for $****, for the **% commission, but instead Steve wrote it for higher $**** as you said you negotiated **%. I hope you understand the time it took us spending time with the customer that bought your trike, how we waited for their money to clear and then ensure they don’t return it and honor warranty. All things that got you top dollar for your trike.   

  Customer Answer

  Date: 06/01/2023

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