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:08/05/2022

  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.

  Two brand new custom folding Bikes were purchased from Green Gear Cycling **** (dba, Bike Friday). One arrived damaged and is not fit for purpose.1. Purchased on 27 June ******. 100% payment made to Bike Friday on 27 June ******. Bike Friday selected the shipper. Per their **************** Rep., they purchase insurance for shipment.4. Two boxes were delivered to our address on 3 August 2022 at 2:46pm.5. First box was unpacked on evening of 3 August 2022. Unpacking and assembly of bike components was being performed and it was discovered that the seat mast was not functioning. It was not locking into its proper position. This rendered the bicycle unusable.6. First attempts to contact Bike Friday (BF) made in evening of 3 August through phone service and email. Second and third attempt was made on 4 August via telephone and online chat.7. BF contacted us via phone in afternoon of 4 August. They claimed that bike was damaged in shipping and he (*****************************) offered the following. a.) Customer do the repair; b.) Customer take to a bike shop and have them do repair; c.) BF pays for shipping and they will repair damaged part (not replace with new seat mast); d.) we return for refund minus a 15% restocking fee and we pay for shipping. 8. We believe BF has not performed on their business agreement as they did not deliver two new functioning folding bicycles. Their solutions to "repair" the bicycle by bending into shape the existing seat mast is not acceptable. 9. To date Green Gear Cycling dba Bike Friday refused to perform on our agreement and will only agree to repair the bike. 10. If Green Gear Cycling does not perform by 15 August 2022 we are requesting a FULL refund for the two bikes and return shipping for both. Customer will NOT pay 15% restocking to return a defective order.

  Business Response

  Date: 08/09/2022

  Bike Friday response to the complaint registered at the BBB:
  
  
  Bike Friday shipped two custom Bike Fridays to **** and ******************************* on July 28th and it arrived last wednesday August 3rd.

  
  The Bike Friday **************** Manager (*****) responded to the customers email about a damaged part on one of the bikes the following day. They talked to the customer on the phone and then followed up by email with several options to address the damage to the one bike. Bike Friday believes the damage happened in shipping and has offered to repair or replace the damaged part (the seat mast) free of charge. This offer was made over the phone and in email to the customer on Thursday August 4th.

  
  The Bike Friday return policy is clearly shown on the Bike Friday website https://bikefriday.com/service/bike-friday-guarantee-and-warranty.

  Bike Friday will repair or replace any parts damaged under warranty as we want the customer to have a fully ride-able bike for many years of riding. However if the customer decides to return the bike instead of having it fixed there is a 15% restocking fee.

  
  Currently it is Tuesday morning August 9th and the customer has not taken any of Bike Fridays offers to repair or replace the damaged seatmast free of charge. The customer is insisting a replacement of the entire bike by August 15th or a 100% refund. Neither of those are options Bike Friday can give and neither of those requests have ever been options Bike Friday can offer.

  
  Below is the email that the Bike Friday **************** Manager sent to the Customer August 4th after the initial phone call:
  
  
  Rosey <*********************>
  Aug 4, 2022, 3:42 PM
  to joanandcarlos
  
  
  ************** and ******,
  
  
  Thanks for taking the time to speak with me today. As I'm sure you know, we pride ourselves on building custom bikes of excellent quality and performance and we take our customers and their satisfaction very seriously. I'm sorry that your bike was damaged in shipping and I want to reassure you that we are here to help. I know that you've been looking forward to your new bikes, that this is not how you envisioned spending the beginning of your retirement, and that you are frustrated. You're frustrated that your bike arrived in unrideable condition and you're frustrated at the lack of communication regarding your saddle that is currently backordered.Your frustration is understandable and this situation is unfortunate but please know that we care.
  
  
  As we discussed on the phone, there are three repair options that I can see but I will focus on the one that you expressed interest in. If you'd like me to provide the other options in writing, please let me know.
  Warranty repair of the bike to new condition as outlined in our Warranty and Guarantee
  We will cover the cost shipping in both directions
  Perform a complete inspection of the frame
  Correct any alignment issues
  Ensure that the bike is in new condition
  no scratches in the powdercoat
  all parts functioning as designed
  all alignment within prescribed tolerances
  If this is not acceptable to you then you may return the bike to us as outlined in our Warranty and Guarantee and we will refund what you paid for your bike minus the 15% restocking fee. If you would like to pursue this option then you are responsible for paying for shipping.
  
  
  Please let me know how you would like to proceed and if there is anything else that I can do for you. Thanks for your patience and understanding,
  --
  - Rosey
  
  
  ******* "*****"*********
  He/Him/His
  Service Manager
  Bike Friday Folding,Cargo, City, Road, E-bikes. Made in USA
  
  
  

  Customer Answer

  Date: 08/10/2022

   
  Complaint: 17678989
  
  I am rejecting this response because:
  

  BFs response to our initial BBB complaint does not square with our recollection or the email thread but gets us closer to what weve been asking for all alonga new (not repaired) seat mast to replace the damaged seat mast.
  

  Just for transparency when ***** offered to replace the damage seat mast in our August 4 phone conversation he tried to charge us for a new seat mast (quote: $150 but hed discounted to $75).  We refused to pay. ***** would only agree to a repair, not a replacement with a new one.

  
  Now that BF has officially offered to replace the seat mast with a new replacement at no cost to Buyers (per BFs 9 August response to this BBB complaint), Buyers will accept the following terms shown below. Note,buyers want to avoid shipping the bicycle back and forth and risk additional damage.

  
  1. By Saturday 20 August 2022, Bike Friday (BF) will send a new seat mast replacement of same specifications, Velcro straps, saddle post and color to Buyers (picture 1). The new seat mast must not be reconditioned, repaired, or otherwise removed from a returned BF bicycle.

  
  2. BF pays for shipment of new seat mast and for return of damaged seat mast (if they want it returned).

  
  3. BF restarts the 30 days return period. The 30-days return period will begin once buyers receive new seat mast. Buyers cannot ride the bicycle in its damaged condition, and they cannot determine if electric motor or battery are working as expected.
  

  4. Buyers have assembled primary components of the bicycle in question and have discovered new issues. Buyers request a resolution from BF for the following items:
  4a. Handlebar stem clip/guide/lock is missing (picture 2). BF to send new clip to Buyers with new seat mast or before. BF pays for shipping.
  4b. Paint scratches on handlebar stem (picture 3). BF to send touch-up paint to Buyers with seat mast or before. BF pays for shipping.
  4c. Missing saddle. Buyers have paid for a new saddle as part of original order. BF (Rosey) has notified Buyers that saddle is on back order. Saddle should be delivered with seat mast on or before ************* removed from order and credit card refunded FULL saddle charge (no restocking fee).

   

  
  Sincerely,
  
  ************************* *********

  Business Response

  Date: 08/20/2022

  Bike Fridays response to this second set of requests as of August 19, 2022:

  New Seatmast :

  Yes we are happy to make a new seatmast and pay for the shipping. We are concerned that sending a new seatmast for the customer to install them selves might be difficult. Having the customer install a seatmast is not what we usually expect. This is why we had originally offered on August 4th to pay for the shipping for the bike to come back to the factory so we could inspect it and install it ourselves. If the customer demands we send them a new seatmast and the customer expects to install it themselves, we will accept that demand. However we will not be responsible for any issues the customer may have with installing the new seatmast themselves.

  Time wise we need 4 business days after the time the customer accepts our offer before we can promise to send out the new seatmast. The customers demand of having a new custom seatmast made and shipped in 2 days, while only communicating through the BBB, instead of our normal customer service channels, is not doable.
  

  30 day return policy:

  Yes I believe this was also offered in the first 2 days off our customer service responding the customer in early August. The 30 day return policy for this specific bike (not the second bike also shipped to the customer) would re-start when the new seatmast was received by the customer.
  

  "Handlebar/Stem/Clip:

  Yes we are happy to send a replacement of this with the new seatmast

  Touch up paint:

  Yes we are happy to send touch up paint with the new seatmast

  Bike Friday will pay *** Ground Shipping for all items listed above together in one package.
  
  

  Customer Answer

  Date: 08/26/2022

   
  Complaint: 17678989
  
  I am rejecting this response because:
  
  

  Thank you for your response.  We are very close to resolution.  There are 3 items that I added to the bottom of your last proposal.  I have copied your last proposal below (with which we are happy) and have noted the 3 additions.  We want you to consider these 3 items and hopefully "Accept" the entire proposal (copied below) along with these 3 additions.  We don't believe these 3 additions are out of line.

   

  Bike Friday's response to this second set of requests as of August 19, 2022:

  
  New Seatmast :
  Yes we are happy to make a new seatmast and pay for the shipping.We are concerned that sending a new seatmast for the customer to install them selves might be difficult. Having the customer install a seatmast is not what we usually expect. This is why we had originally offered on August 4th to pay for the shipping for the bike to come back to the factory so we could inspect it and install it ourselves. If the customer demands we send them a new seatmast and the customer expects to install it themselves, we will accept that demand. However we will not be responsible for any issues the customer may have with installing the new seatmast themselves.
  Time wise we need 4 business days after the time the customer accepts our offer before we can promise to send out the new seatmast. The customers demand of having a new custom seatmast made and shipped in 2 days,while only communicating through the BBB, instead of our normal customer service channels, is not doable.

  
  30 day return policy:
  Yes I believe this was also offered in the first 2 days off our customer service responding the customer in early August. The 30 day return policy for this specific bike (not the second bike also shipped to the customer) would re-start when the new seatmast was received by the customer.

  
  "Handlebar/Stem/Clip:
  Yes we are happy to send a replacement of this with the new seatmast

  
  Touch up paint:
  Yes we are happy to send touch up paint with the new seatmast

  
  Bike Friday will pay *** Ground Shipping for all items listed above together in one package.

   

  3 Additions:

  Saddle purchased on original order and currently on back order.

  Bike Friday will send the saddle to customer as soon as it is available.

   

  Seat mast Hinge Pin with through rigidly:

  Please deliver the new seat mast (discussed in above proposal) complete with a new Hinge Pin with through rigidly, washers and lock nut. 

   

  Torque specifications for seat mast Hinge Pin bolt.

  Please include a note with torque specifications in Nm and inch/pound required for seat mast Hinge bolt.

   

  Split lock washers for front wheels for 2 bikes.

  Both bicycles arrived with missing split lock washers.  Can you please include 4 split lock washers used for the front wheel.

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

  Business Response

  Date: 09/01/2022

  Bike Fridays response to this most recent list of requests:

  Yes Bike Friday will send the saddle to the customer as soon as it is available.

  We would like clarity on what the customer means by "Seat mast Hinge Pin with through rigidly". We are not confident we know what that means. We have only one seatmast hinge pin we use on the bike type ordered by the customer.
  

  Concerning a new seatmast and seatmast hinge pin:

  We are concerned about the customer installing the new seatmast and possibly damaging the bike in the process. At the Bike Friday factory we use special tools including a 12 ton press to take hinge pins out and put new ones in with out causing damage to the bike frame. Bike Friday would like to talk with the shop professional that the customer is hiring to do this seatmast replacement work to insure they have the knowledge and tools to do the job correctly.

  We also want to make clear that we stand by the work our Bike Friday team does but we can not warranty any frame work that someone who is not a Bike Friday employee does on a bike. By shipping a new seatmast for the customer to replace themselves, or hire a 3rd party, the frame warranty will be voided in case of damage by the customer or 3rd party. As we have said from the beginning of this situation it is best if the customer sends us the bike so we can install the seatmast ourselves.

  We can send the torque specifications for the bolt and nut but the proper installation requires an experienced mechanic who has worked on hinges and even better worked on folding bikes. Again the reason why we want to talk to the mechanic who plans to do the work.

  Yes we are happy to send 4 split lock washers.
  

  Customer Answer

  Date: 09/13/2022

   
  Complaint: 17678989
  
  I am rejecting this response because:

   

  We need a response from Bike Friday related to a phone call they demanded to have with our bike professional who will replace the damaged seat mast with the new one (which Bike Friday has not sent yet).

  A.  On September 5th and in a separate email sent directly to ******************************** (excluded from here as it contains a 3rd party name and phone number), we provided the name and phone number of our bike professional.  Bike Friday demanded this information as a condition to sending a new seat mast (again, it has not been sent yet).  We also answered in the same email to a question they posed regarding my reference to the seat mast hinge pin.

  B.  On September 12th, we forwarded the same email directly to ******************************** as a reminder.  We asked that they please respond.

  C.  It is September 13th, we have not received acknowledgement that Bike Friday's phone call has happened with our bike professional.  We have not heard from Bike Friday regarding their time table for fulfilling elements they have agreed to complete through the BBB platform (included below).  We have been waiting for resolution from Bike Friday since August 3rd, the date we received the damaged bicycle.

  D.  As was previously explained.  Customers will not send the bicycle back to Bike Friday and run the risk of confronting the same struggle of having potential damage in packing and/or shipping (we have no idea precisely where and how the damage to our new bicycle occurred) and waiting another month and a half to get agreement for resolving the problem.  

   

  This message originally read on 9/1/2022.

  Bike Fridays response to this most recent list of requests:
  

  1. Yes Bike Friday will send the saddle to the customer as soon as it is available.
  
  2. We would like clarity on what the customer means by "Seat mast Hinge Pin with through rigidly". We are not confident we know what that means. We have only one seatmast hinge pin we use on the bike type ordered by the customer.
  
  
  3. Concerning a new seatmast and seatmast hinge pin:
  We are concerned about the customer installing the new seatmast and possibly damaging the bike in the process. At the Bike Friday factory we use special tools including a 12 ton press to take hinge pins out and put new ones in with out causing damage to the bike frame. Bike Friday would like to talk with the shop professional that the customer is hiring to do this seatmast replacement work to insure they have the knowledge and tools to do the job correctly.
  We also want to make clear that we stand by the work our Bike Friday team does but we can not warranty any frame work that someone who is not a Bike Friday employee does on a bike. By shipping a new seatmast for the customer to replace themselves, or hire a 3rd party, the frame warranty will be voided in case of damage by the customer or 3rd party. As we have said from the beginning of this situation it is best if the customer sends us the bike so we can install the seatmast ourselves.

  We can send the torque specifications for the bolt and nut but the proper installation requires an experienced mechanic who has worked on hinges and even better worked on folding bikes. Again the reason why we want to talk to the mechanic who plans to do the work.

  
  4. Yes we are happy to send 4 split lock washers.
  
  Bike Fridays response to this second set of requests as of August 19, 2022:

  
  5. New Seatmast :
  Yes we are happy to make a new seatmast and pay for the shipping.We are concerned that sending a new seatmast for the customer to install them selves might be difficult. Having the customer install a seatmast is not what we usually expect. This is why we had originally offered on August 4th to pay for the shipping for the bike to come back to the factory so we could inspect it and install it ourselves. If the customer demands we send them a new seatmast and the customer expects to install it themselves, we will accept that demand. However we will not be responsible for any issues the customer may have with installing the new seatmast themselves.
  Time wise we need 4 business days after the time the customer accepts our offer before we can promise to send out the new seatmast. The customers demand of having a new custom seatmast made and shipped in 2 days,while only communicating through the BBB, instead of our normal customer service channels, is not doable.
  

  6. 30 day return policy:
  Yes I believe this was also offered in the first 2 days off our customer service responding the customer in early August. The 30 day return policy for this specific bike (not the second bike also shipped to the customer) would re-start when the new seatmast was received by the customer.

  
  7. "Handlebar/Stem/Clip:
  Yes we are happy to send a replacement of this with the new seatmast
  

  8. Touch up paint:
  Yes we are happy to send touch up paint with the new seatmast
  

  9. Bike Friday will pay *** Ground Shipping for all items listed above together in one package.
  

  
  
  Sincerely,
  
  ************************* *********

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

  Business Response

  Date: 09/20/2022

  Hello ****,

  Bike Friday shipped all the items promised on order ****** on Sept 13th Fed-Ex overnight. You should have received an email with the tracking number at this email ************************** The Fed-Ex tracking number says the package arrived Sept 15th. Our service manager ***** also called the shop you sent information for and talked to the tech there. All things were set up for you to bring the items to the shop once they arrived at your house. Since the tracking number had said the items arrived last week we thought all was moving forward as expected.

  The Fed-Ex tracking number for your order is:

  277937555833

  I have attached a screen shot showing it was delivered. I am now wondering if someone at your address could have picked it up? Please let us know what you find out as there is nothing we can do from here once Fed-Ex reports a package successfully delivered.

   

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 17678989
  
  I am rejecting this response because:

  Additional damage was discovered on the blue bicycle when we attempted to ride it for the first time on Sunday, 25 Sept. 2022.We couldnt go more than 10 feet before the chain fell off. It became evident that we received the bicycle with more damage than just the damaged seat mast. 
  

  The second bicycle we purchased was also damaged (black New World Tourist).My bicycle has a problem with latching.  See video Issue with second bike.I did not notice the issue until this past Sunday, 25 Sept. 2022, which would have been our first ride on both bicycles.
  
  I propose the following to resolve all issues.  Please respond with your acceptance. 
  
  Bike Friday sends us a prepaid shipping label to ship both bicycles to your factory. 
  We will pack the bicycles and bring them to your shippers location in the vicinity of ***********, **. 
  Bike Friday inspects both bicycles, including electric motors (which have not been used yet). 
  Bike Friday repairs or replaces damaged frames and/or parts for both bicycles and covers the cost. 
  Bike Friday will ship back our repaired New World Tourist bicycles to our residence as expeditiously as possible. 
  If shipping the bicycle back to us is better protected in the travel suitcase and related packing materials that Bike Friday sells, we want to hear from you to let us know this is the case. 
  
  Sincerely,
  *******************************
  ************************* *********

  Business Response

  Date: 10/07/2022

  Hello ****** and ****,

  
  I see that one of you has registered another BBB complaint again. Having you email me, and some times ***** and then also repeatedly register the BBB complaints is making it more confusing and slower to respond to your needs.

  
  On August 4th when you talked to my customer service manager ***** on the phone he offered to have you send the bike back for us to look over it and fix anything needed here at the factory. You chose not to take that offer and instead file multiple BBB complaints and a bad Yelp review. It is now October. The damage to your bikes is very likely from shipping as we have seen this type of thing happen in shipping to other bikes. The issues can be resolved the fastest in a local bike shop with a good mechanic. Shipping the bikes back to Bike Friday does open up the possibility of potential damage again, unfortunately. I do not have a way to 100% guarantee that no damage will every happen in shipping.

  
  I have offered to send a new chaining and protector. You have not accepted it. Honestly the very slight misalignment in the black bikes rear end is something that also can be adjusted in 1 minute or less, through cold setting, by a good mechanic.

  
  With the amount of back and forth, and including the BBB complaints, it has taken to address these issues I am starting to wonder if Bike Friday and the *********** are not a good fit.
  I am happy to send a new chainring and protector. I am happy to pay a bike shop labor time to install the chainring and protector as well as the slight adjustment to the black bikes rear end.
  If you send your custom built bikes back to Bike Friday I will refund your money (minus standard re-stocking fee) and will not send your bikes back again to you.
  
  At this point I am unclear I could truly make you happy, and that saddens me but its best to move on if that is the case.

  
  Your call.

  Best in Cycling,

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

  Bike Friday President