Complaints

This profile includes complaints for Brompton Bicycle, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Brompton Bicycle, Inc.

  55 Washington St Ste 253A Brooklyn, NY 11201-1074

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  Brompton Bicycle, Inc.

  287 Bleecker St New York, NY 10014-4109

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:10/16/2024

  Type:Customer Service 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.

  Dear BBB,I am writing to file a formal complaint against Brompton Bicycle regarding the handling of a warranty claim on my CHPT3 V2 titanium frame bicycle. I have been communicating with Raimonds, a representative from Bromptons headquarters in the **, via video calls, where I demonstrated the issuea bent titanium bridge tube that occurred during normal riding and rolling, exactly as the bike was designed to be used.Brompton, through Raimonds, has denied my claim, asserting that the damage was caused by an external force or impact without providing any evidence to support this conclusion. As shown during our video demonstrations, the bike is in excellent condition with no signs of misuse or damage, indicating that this is a design flaw, not the result of improper use.Brompton has since revised the titanium frame design by increasing the size of the bridge tube, which further suggests that the original design was not suitable for titanium frames. This updated design only highlights that the previous, smaller tube was prone to bending under normal conditions, supporting my claim that the issue is a manufacturing defect.Despite my requests to escalate this issue, Brompton has refused to allow me direct communication with upper management. They also have not been able to provide a suitable replacement part for the CHPT3 V2 frame, which has a unique textured finish no longer in production.I request that Brompton honor their 7-year warranty for frame defects and provide a resolution that addresses this design flaw, whether through a suitable replacement or an alternative solution.Thank you for your assistance in resolving this matter.Sincerely,****** ** I am currently in ******* for a long personal trip

  Customer Answer

  Date: 11/10/2024

  At this time, I have been contacted directly by Brompton Bicycle, Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

  
  Dear BBB Complaint Services,
  
  
  Thank you for reaching out regarding my complaint against Brompton Bicycle, Inc., assigned ID ********.
  
  
  To date, I have not received any response from Brompton regarding this issue, either directly or through the BBB. In my exchanges with Brompton prior to filing this complaint, I raised multiple key points regarding a serious design flaw in their titanium rear frame that they have refused to address under warranty. The specific concerns and supporting evidence I presented to Brompton are as follows:
  1.Titanium Frame Bending Issue: The rear frame on my limited-edition titanium Brompton bent during standard riding and rolling use. Brompton has denied warranty coverage, suggesting misuse without providing evidence or a proper technical explanation.
  2.Evidence of Proper Use: I provided Brompton with detailed photos, video clips, and video call demonstrations showing that the bike remains in pristine condition without scratches, dents, blemishes, or wear and tearindicating it was never misused. This bike is part of a collection and has been handled with extreme care, showing only the bent rear frame as the sole damage.
  3.Known Issue of Titanium Material: During an initial video call, a Brompton representative named Raimonds confirmed that this type of bending at the bridge tube on titanium frames is a known issue. He mentioned that Brompton used to have a tool to straighten this specific area, but it was discontinued due to the tendency for the damage to recur, which further suggests a design flaw.
  ******** Change: Brompton subsequently released a new titanium rear frame with an updated, larger bridge tube, while the design remains unchanged for their steel models. This shows that the original design is appropriate for steel frames but problematic for titanium, as the original design does not support the titanium materials structural needs.
  5.Denial of Warranty Based on Unfounded Misuse Claims: Brompton denied my warranty claim without providing any technical basis, attributing the damage to misuse despite the lack of supporting evidence. I provided ample proof that the entire bike remains in like-new condition, with no indicators of mishandling.
  
  
  To summarize, Bromptons decision to deny warranty coverage reflects an unwillingness to recognize or take accountability for this known design flaw. Instead, they have made unsupported claims about misuse. I respectfully request that BBB assist in encouraging Brompton to address this issue properly.
  
  Please note:  I do have copies of all email exchanges including audio recording made during video call with *******, a  Brompton representative.  So please let me know if you need me to submit all as above mentioned. 
  
  Thank you for your attention to this matter.
  
  
  Sincerely,
  ****** ******
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  ****** ******

  Customer Answer

  Date: 12/02/2024

  At this time, I have been contacted directly by Brompton Bicycle, Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   Brompton representative kept denied my claim after I showed them the conditions of my bike via video and photos are in brand new conditions as they accused for misused or damaged during transport. I have explain how it bent due to design flawed with proving that they have changed the design on new models with specific changes on the tube bridge to rollers.  So their new design only focus on that area but the functionality is exact the same.  

  Also they refuse to have factory engineer or metal specialist communicating with me directly as none of them are speicalize in metal as they are customer service staff confirmed it was misused or transportation problem without any clarification that makes mechanically sense.  

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  ****** ******