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:11/15/2024

  Type:Product 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.

  Product sold to me began to heavily degrade with in 1 year limited lifetime warranty. Upon contacting their customer support team and supplying evidence of poor materials used I was told that the item would be replaced but the item was out of stock. I followed up on a number of occasions and was told my warranty claim was still guaranteed but item was still out of stock. I followed up yesterday 11/14 and was told item would be out of stock for the next year and that I would receive a refund for product. I then received an email that my case was being submitted for review for review after I was told item would be refunded. I followed up with customer support one further time and asked to speak to a manager as this felt like a misrepresentation of the claim as I was told it would first be replaced and since out of stock would now be refunded. Seen in attached emails with customer service team. Manager called me back and told me that the claim would be denied due to wear and tear and no refund or replacement would be made. I am now reaching out to you at BBB as there is no resolution and I feel I was lied to and they are not fulfilling their warranty.

  Business Response

  Date: 11/18/2024

  The customer was not lied to.  He reached out with a warranty claim and provided photos. The agent he spoke to confirmed that the unit was still under warranty since the purchase was made just about one year ago.  Before any warranty claim for replacement or refund is provided, the claims committee must review and make the final determination. In this case, the agent made an error telling the customer he would receive an replacement when back in stock/refund because we are out of stock before the claim was reviewed.  

  The unit in question is made of up steel, aluminum and birch.  It is a bike trainer Motion Simulation Platform. The images sent in from the customer showed extensive wear and tear.  The "corroding" the customer mentions is due to not properly cleaning the platform after each use. Sweating profusely on to the platform and not properly cleaning will cause the damage he experienced.  The claim for a refund was denied.  I did however, offer to send the customer  replacement parts if in stock and that I would check when our office opened today, Monday, 11/18 as I spoke to the customer upon our office closing on Friday for the weekend. I checked inventory and we are creating an order for replacement parts, I haven't even had a chance to let him know yet.

   

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

   

   

   

   

• Initial Complaint

  Date:08/09/2024

  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.

  This is the initial email I sent to the company on 05/28/24 Hello,Im sorry to say that I need to file a claim for damage to my *************** Today I was driving home from an afternoon ride and the new back wheel tray (that I recently purchased from you) on my bike rack broke and my bike was dragged behind my car. When I pulled off to the side of the highway I found my bike on the ground attached to the rack only by the lock that I had put on it. The other straps that were holding my bike failed and did not hold the rest of my bike. I walked the highway and found the broken back wheel holder and my bikes computer that became unattached, along with the rear wheel reflector that was in pieces. The chain was off, the right pedal was broken, the derailer was scraped, part of the seat was ripped, both handle bar ends and hand grips were badly damaged. The handle bar was loose and didnt line up with the angle of the tire. Luckily I was able to use pieces and parts I had in my trunk to attach my bike to the rack and drive home. I will attach pictures. I am taking it to the bike shop in the morning for evaluation and repairs, if repairable.By the way, I called support about 2 weeks ago to ask a question. I was number 5 in the queue. I was on hold for 4 hours and was still number 2 in the queue when I had to hang up. This is NOT acceptable. And neither is the damage to my NEW bike from failure of YOUR product!! ??Thank you,*********************** After that I sent them everything they requested, including the rack & a video of it falling off the rack. I finally heard back on 08/06/24 & they said they will not be paying for anything, stating I used the rack incorrectly. I did NOT use the rack incorrectly, their wheel tray broke!I am just looking to get reimbursed for the cost of repairs to my bike & the cost of the broken tray. Can you help? Can this be settled in small claims court or do I need an attorney?Thank you

  Business Response

  Date: 08/20/2024

  *********************** contacted us via email to ***ort a damage claim while using her Saris Bike Rack.  Upon completion of the claim form, requested photos and receipts the claim was brought to our weekly claims meeting for review and determination.  The claims committee consists of our product managers, product engineer, customer service manager and the *** who initially took the claim.  The rack includes wheel trays and down tube cradle straps to secure the bike when travelling.  The photos were not adequate in determining whether or not the rack failed or if it was used improperly.  We requested and provided a label for her to send the rack back to our facility in ********* for inspection. Upon receipt it was determined that the Down Tube Cradle straps were not used as they were 100% in tact.  Securing the bike using only the wheel trays is not sufficient and will cause this failure.  If the Down Tube Cradle straps were used, they would have snapped when the bike fell off, there was no damage indicating they were not used.  

  We informed **** that her claim for personal damage was denied, however, we were happy to send new wheel trays to make the rack whole again as a good will gesture.  Initially, she wanted us to send the rack back to the bike shop that ***aired her bike which we did, however, she has since requested it to be picked up and sent to her address, which we did.

  Since denying the claim, *********************** has reached out to our chat line numerous times, called our office multiple times, and has harassed our ************ channels incessantly in an effort to damage our ***utation and deter future customers.  We understand her bike was expensive and she is upset that it will not be covered, however, our instructions are clear on the use of our racks and they were not followed. 

  Regards,

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

  Manager, **************** & Tech Support

   

   

   

  Customer Answer

  Date: 08/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I received no offer. Saris (specifically *******************************) has consistently called me a liar & I take offense to that. None of them were present & have no right to tell me I did not use the rack properly. I have used the rack correctly for years. I would never put such an expensive bike at risk by using the rack incorrectly. Why do you think I ordered larger wheel trays & longer ratchet straps? To keep my bike secured properly! Did they test a bike like mine in a similar scenario? If so, I would like to see video proof. I kept trying to tell them that the down tube cradle & front wheel tire ratchet straps were pulled out from the plastic ratchet area of the strap that is supposed to hold it tight. I know that because when I remounted my bike I went an extremely short distance and the bike was hanging & the straps were loose / hanging. I had to pull over again & use dog leashes to secure the bike to the rack & pray I could make it home.

  When contacting Saris support online, I was cut off & disconnected because they did not want to hear what I had to say. After using social media, I finally received a phone call from ****************. Unfortunately, I could not get a word in because she continued to tell me I did not use the down tube cradle. If she truly understood how frustrating the situation was, she should have let me explain everything from my point of view, without interrupting. She should have said that since she was not the one who evaluated the rack (she's in **), perhaps she could reach out to the person(s) who did (he/she are in WI) & see if they were willing to speak with me. Instead, when I asked to speak to someone who made the decision, I was told, they don't do that. What type of customer support is that? Perhaps she could have said that since she was not the person who made the decision to deny my claim, maybe she could reach out to see if there was something else that could be done so that both parties could be satisfied.

  When I asked for a refund for my order of the wider wheel trays & longer ratchet straps, she told me they had no record of me purchasing anything from them. I even sent them a screen shot of the order & a credit card statement. Again, calling me a liar. After becoming more angry & frustrated, I hit social media again. Eventually **************** called me & said they did find my order. She said it was difficult because my last name is SO common. Really? She told me they would NOT refund my money, even though the product I purchased BROKE & was the cause of this entire mess.

  As far as the bike rack goes, I NEVER asked to have it sent to the bike shop! Why would I want to drive 30 min each way to pick up a useless rack? I told them I wanted it shipped back to me at my home. AS of today, 08/27/24, I still have NOT received it.

  It seems that the only way I can get any response is to post on social media. Sad, very sad.

  I thought that since this was a USA based company that made their products in the *** that they would have a better quality of products & employees & that they would treat their customers well. Boy, was I wrong.

  
  Regards,
  
  ***********************

  Business Response

  Date: 08/28/2024

  First off, no one has ever called this customer a liar. She assumes that because she will not accept the fact that she failed to use the rack properly and caused the failure and damage.  

  When a customer reaches out to us to claim personal damage due to a rack failure, we proceed with our process.  The process is to send the customer a claim form that asks a series of questions and requests for images.  After all the info is received the claim is presented at our weekly claims meeting, which I, ******************************* am part of on the claims committee, our product manager, channel manager, and company engineer along with the ** *** who initially handled the claim.  I was 100% involved with the review of this claim and the denial of reimbursement for the damage to her personal bike.  The rack was sent to out factory and examined by the engineer and product manager.  These two gentlemen are responsible for the racks production and how it works.  They are responsible for testing and approving the racks for use on multiple vehicles, deciding compatibility, requiring accessories depending on the type of vehicle, rack and bikes being transported.  They can see clearly the the down tube cradle was not used just by the condition of it and the fact that is was not snapped.  There is no way if the bike fell off the rack and the down tube cradle was being used it would NOT snap, period. This was explained multiple times by multiple people to *********************** and she refused to accept.  We offered to ***laced the broken wheel trays to make her rack whole again and shipped to to the bike shop that was ***airing her bike at the request of the shop, we assumed via her.  We have since asked the shop to ship the rack to her home and will check on that today. We are under no obligation to ***lace anything that was broken on the rack or return the broken rack as it was used improperly, we did this as a courtesy. 

  As for the order for ***lacement wheel trays she wants reimbursement for - she provided a screen shot of the cart that did not show an order #, we searched the system using her name and email address but could not locate the order.  We asked her for the order #, she found it and provided. The reason we could not locate it is because she used a different email address when ordered and only used her first name on the order.  The order cannot be refunded, they are the broken wheel trays that broke due to improper use. 

  She asked to speak to the engineers that examined her rack, however, they communicate their findings via the claims meeting, I am responsible for communicating with the customer ***resenting the *************************** as the Manager, Engineers and Product Mangers are not in ****************.  

  Again, we will check with the bike shop to see where they are with shipping the rack, we set up the pick up and delivery ourselves, so I'm surprised that she is claiming to have not received it back. The shop did sell her a different rack and explained that she was selling the rack she purchased from us. 

  Claim denial remains. 

  Regards,
  *******************************

  Manage, **************** & Tech Support

• Initial Complaint

  Date:12/05/2023

  Type:Product 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.

  Bought an expensive SARIS trainer in May, 2022. Yesterday it completely failed. It does not power up at all. It is a brick now. There is no fuse, reset button or way to have it repaired. I contacted SARIS who explained their electronics warranty only lasts for 2 years. Wow! they advertise their products are "built to last" . Well apparently not this one. I know they will refuse a refund since I bought it from another vendor, but they are the ones who ultimately received the funds. Corporate greed, price gouging and refusing to stand behind their products. Their representative said he would "check with a manager" to see what they could do. I am sure what they can do is NOT stand behind their product.

  Business Response

  Date: 12/06/2023

  This customer initially reached out on 12/4 to inquire about his trainer.  Our in office agent answered his inquiry and advised he could send his trainer in for evaluation and repair. IF under warranty, the cost to repair would be covered, but shipping the item to us is the customer's responsibility.  He asked how much it would cost to ship and he was advised $50-$60.00.  He said forget it - Please see attached correspondence.  He than called our office and spoke to an agent on the phone.  His trainer was purchased in 2020, warranty on the electronics is two years. He was quoted the cost to repair the trainer if he chose to send for repair. 

  At Saris, we do stand behind our products, we warranty all of our items with a limited lifetime warranty.  Electronic on the trainers are covered for two years which is better than standard.  

   

• Initial Complaint

  Date:11/16/2023

  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.

  Purchased a Super Clamp bike rack from ********************** on 12/04/20. Because of covid we did not travel for two years and did not use the bike rack. In July of 2023 we took a trip to Michigan and the bike rack would not lock in, resulting in having to pull over on the highway several times to get it secured.In August of 2023 we went to ************* and they told us there was nothing they could do and I needed to contact Saris Company which is the corporation that makes and sells bikes to retail stores. Both are located in Dane ******** contacted Saris several times in October and November before they responded. ** from Support emailed me they would not do any returns or credits and that they didn't have funding to do so. His solution was to replace the part and charge me $199.00. According to the warranty we have a lifetime warranty. Again, because of covid we only used the bike rack 4-5 times. I am only interested in a refund as the bike rack even when secured, the bikes are extremely wobbly.

  Business Response

  Date: 11/17/2023

  Customer reached out 3 years after purchasing the bike rack from a bike shop wanting a return for refund. The agent who took the message advised that since he did not purchase the rack from us we could not issue a refund.  The reason is because we do not have access to the shop's system to issue refunds, the customer paid the shop, not us.  Further, most bike shops have a 30 day return policy for refund, this purchase was made three years ago. 

  Once the return period is expired, we the manufacturer, take over for warranty claims.  All of our racks have a "Limited Lifetime Warranty" which covers the rack to be free from Manufacturer's defects.  The part that is broken on this customer's rack is considered a consumable item.  Consumable items are subject to wear and tear over time and not covered by the limited warranty.  Since the rack was 3 years old, the agent denied a free replacement based on the age of the rack.  
  

  After reviewing the correspondence and acknowledging that the customer claims to have only used the rack a limited amount of time, I approved the replacement to be sent free of charge as a one-time courtesy.  We are waiting for the customer to respond with his shipping address. 

   

  Thanks,

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

  Manager, **************** & Tech Support
  

  Customer Answer

  Date: 11/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,

  My address is

  6537 **************.

  ********, **.  53532

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

  
  

• Initial Complaint

  Date:09/15/2023

  Type:Product 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.

  Hello ..I had bought a Saris Bike rack around 7yrs ago from ******************* in **** ** . At the time of purchase, it was said that this particular rack had a lifetime warranty for parts and was one of the best in the market . Come to believe last week , I was driving in **** ** and had my bike on the rack and the rack broke sending my bike dragging along the road until I was able to safely stop the car ..this caused some damage to my bike ( Specialized 29inch Camber Comp-$1800 value ) and also resulting in me spending so much time getting the bike back in a position to bring it back home ..I reached out to them to help with a resolution and their complaints team is denied the claim stating that the rack was old and that particular bike cannot be placed on this rack . My bike is standard and there is no where mentioned that the rack only holds a special bike etc so I am pretty annoyed with them and would appreciate your help in a resolution. I am not asking for a large claim but atleast around the money needed to fix the bike back I am not looking for them to get me a new bike I understand that its not feasible as the bike is expensivethanks so much

  Business Response

  Date: 09/19/2023

  Customer reached out to us to report that his rack failed and there was damage to his bike.  As with all claims for damage and proposed rack failure we send a claims form for the customer to fill out and return with all required information to review claim. Our claims committee that includes our product engineers meets weekly to review and determine IF the damage occurred to a covered Rack Failure or if user error.  Our warranty states that wear and tear is not covered as was explained.  Customer advised the rack was purchased in 2016 but did NOT provide a proof of purchase for the rack or his bike which is REQUIRED for all claims. 

  After review it was determined the customer loaded his bike on the rack improperly (backwards) and due to the type of bicycle being a full suspension did not use the REQUIRED bike beam (as noted in the manual, screen shot attached).Due to the bike being put on backwards and secured by the downtube instead of a bike beam, this caused the bike's back tire to hang close to the ground which would have cause the failure.  

  Also, the racks age plays a part as well, our Limited Lifetime Warranty covers manufacture's defects.  Manufacturer's defects are typically identified when the product is NEW or very early in the life of the product. This rack is 7 years old, pictures clearly indicate that it has suffered wear and tear. 

  Customer claimed that "no where was it  indicated that this type of bicycle need a bike beam on the rack" which is false, as it is in the manual that comes with the product as well as posted on our website. 
  

  For the reasons above, the claim was denied.
  

  
  

  Customer Answer

  Date: 09/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]

  I really appreciate the team from BBB taking my case formally with Saris. While i appreciate their timely response, their response clearly mischaracterizes many things over here...Firstly, my bike which is a regular mountain bike (as seen in pics) and easily fits on all the Saris racks (have used it multiple times in the past) has been wrongly characterized as a highly special bike which will not fit on this rack. There is no documentation on their website or any product documentation which clearly states this so this is highly negligent on their behalf to sell these products without giving sufficient knowledge to consumers..I would recommend that the BBB raise this as a wrong business practice and have them correct this going forward. On a second note, when a person buys an item which is advertized as having a lifetime warranty, its assumed to be built strong and not crumble with normal wear and tear. Again a deceptive sales practice which i will be taking to other agencies to highlight. At this point, I am only requesting Saris to cover for small damage repair to the bike i..e to the tune of $200 which i feel obligated to ask as its clearly a product malfunction from thier end...thanks once again for taking up my case

   

  Regards,
  
  *****************

  Business Response

  Date: 09/19/2023

  The bicycle used on this rack is a full suspension rack. It is very clear in our product manual that a bike beam is needed to secure this type of bike to the rack. Also, the bike was loaded on the rack incorrectly, backwards. 

  Further, our warranty is a "limited/lifetime warranty" with exclusions and limitations. Wear and Tear is not covered and it is clearly explained in the manual and displayed on our website. 

  For all the reasons mentioned above, the claim was and denied. 

   

• Initial Complaint

  Date:03/22/2023

  Type:Billing 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 ordered a bike rack on 3/17/23 online from my home in ******** to ship to my son in ***********, ***** for his birthday. One week later, I receive an email that my order was flagged as fraud and canceled with a refund. I called the customer service line and the employee told me this happens a lot when the ** address isn't close to the delivery address. They wanted me to reorder with Paypal and would start over on the delivery timeline. I then spoke to a manager who could have cared less about my concern and insisted they had notified me earlier, which they did not. I asked if they would expedite shipping since they cancelled the order from 1 week ago and she stated they wouldn't offer any other support. Bad customer service and bad attitude. Ridiculous reason for canceling my order and then not reaching out to me to remedy the situation.

  Customer Answer

  Date: 03/23/2023

  I want the company to take responsibility for ridiculous practices, poor communication, and rude customer service. By responsibility, I think they need to have negative feedback logged for others to be aware of and management to take that feedback seriously.

  Business Response

  Date: 03/30/2023

  Please see attached correspondence between me and the customer as well as a screen shot of the actual order which shows the order date and date cancellation was sent. 

  Order was placed on Friday 03/17.  Our offices are close early on Fridays and are closed over the weekend.  The order report was downloaded on Monday morning which includes all orders received on Friday as well as over the weekend, we receive hundreds of orders. Orders remain on hold until all checks are completed. Our Fraud program cancelled this order on 03/21, email explaining that cancellation was sent at 9:27 AM, two business days after order receipt, not one week as the customer claims.

  Customer called in and it was explained her order was cancelled due to fraud. There were multiple reasons, CVV not available, Zip code did not match registered credit card address and the ** address was high risk.  Our system will not process orders at this risk.  She asked if she can pay by Pay-Pal but wanted free expedited freight.  Unfortunately, the bike racks we sell are very heavy and shipping to ******* expedited would cost more than the purchase price.  We  do not provide free expedited shipping.  I was going to offer a discount on the rack if she re-ordered which would have covered the freight, but she hung up on me before I could. 

  We cannot be held at fault because we are safeguarding both our order system AND our customers from fraud. We have experienced a great amount of fraudulent orders that got through and SH**PED, customers were  not liable and we lost the item.  I did reach out to her in response and offered her an apology and a discount, see attached correspondence. 

   

   

• Initial Complaint

  Date:10/11/2022

  Type:Product 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 made a purchase for a wheel adapter on saris.com using Paypal as my payment method.Saris.com has taken my money from Paypal but has not sent me the wheel adapter.I emailed their company twice but they have not responded. They have yet to ship the item and I believe they don't even have it and that they are likely a scam website.They need to communicate to as to whether or not they even have the wheel adapter that their website claims to be in stock. That way, if they don't have it, I know to go to another merchant.

  Business Response

  Date: 10/13/2022

  Customer placed order and reached out during a time where our shipping system was going through a system update, Friday, 10/07.  The next two days our offices were closed for the Jewish Holiday, 10/10 & 10/11. The customer was responded to immediately on Wednesday 10/12 and informed that his order was cancelled due to the system update, refund issued and if needed could be re-ordered. The customer responded and advised his  he placed his NEW order. We confirmed his new order is shipping today, 10/13.  This was a timing issue but has been handled.