Complaints

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

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  Pacific Cycle

  4902 Hammersley Rd Madison, WI 53711-2614

• 

  Pacific Cycle

  2070 Cessna Dr Vacaville, CA 95688-8712

• 

  Pacific Cycle

  214 Wright St. Delavan, WI 53115-2015

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:12/01/2023

  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 purchased the bike for my son and the handle bar kept falling forward, I then received a notice for a recall of this issue and completed the forms for the repair kit. Before I could even repair that, the tire was flat so I put air in to it, and with a 40 PSI listed on the tire it blew up before I got past 30. When I contacted customer service they said they recommend only filling to 25 psi, that is not noted anywhere on the tire. I am not a mechanic and do not want to replace the tire - I requested a new bike or a refund. My son could have been seriously injured by either of these issues.

  Business Response

  Date: 12/11/2023

  Thank you for the chance to review and respond. 

  Upon receiving this complaint, we immediately reviewed the consumer's claim and concluded that the warranty claim was handled properly per the warranty policy. Its not uncommon for tires to require air, and its a normal part of assembly and maintenance. Instructions for inflating a tire tube are listed in the owners manual. A tire blow out could occur if the tire is not seated properly, which is why its advised to slowly add air, checking at the halfway point to ensure its not pinched as its inflating.

  However, we certainly understand the consumers concern, and we could have done a better job in explaining the steps for inflating the tube. As a gesture of goodwill, we offered to replace the bicycle at no cost upon return of the original bicycle.

  We hope this compromise resolves the issue to the consumers satisfaction. 

  Regards,

  ******************
  Sr ******** ************** Pacific Cycle

  
  

• Initial Complaint

  Date:09/08/2023

  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.

  I purchased a Schwinn Rascal Pet Trailer in April 2023. While on a bike ride, my pet bit teeth of the zipper causing the entire zipper to gape open and my pet escaped. This is a PET trailer. I contacted Schwinn and they did not offer even an apology about my lost pet. Upon doing some research, this has happened to other people too. This is really dangerous and the 1 star reviews on Amazon show this pet trailer is NOT pet safe. I was also told its a dog trailer when it is marketed as a PET trailer. It doesn't say anything about it being designed for dogs or intended only for dogs. All the same- other pets have escaped this trailer due to the unsafe nature of the design.

  Business Response

  Date: 09/13/2023

  Hello, 

  Thank you for the chance to review and respond. A member of our team immediately reached out to the consumer to better understand the issue. First and most importantly, we were happy to hear that her pet bird was located and they were reunited.

  While we were unable to approve her warranty claim based on the damage being caused by her pet, we agreed to a partial reimbursement as a goodwill gesture.

  Warm regards, 
  

  ***************************
  Sr ******** *************** Pacific Cycle

  Customer Answer

  Date: 09/13/2023

  [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,
  
  *********************************
  

• Initial Complaint

  Date:09/06/2023

  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.

  We purchased two E-Bikes through their **************** program on or about August 8, 2023. I assembled my bike but I did not assemble ****** bike due to a color dispute. The website said it was a Pink bike and described the color as PINK. We later found out they do not make that bike in pink so we were stuck with Purple. So I assembled Nancys bike. The controls lit up as mine but her electric motor would not work. I contacted their help line and was told they would get back to me. I then received an email several days later stating a sensor was being mailed to us. We received the sensor, but I had no idea how or where to install this sensor. So I called a bike shop and they said they would not work on that. A second bike shop told me theyd rather not and that I should have them send me a new replacement bike. I contacted a third bike repair store and they said they will replace the sensor, but I would be looking at a minimum of $100. I want a brand new replacement bike that works as it is supposed to.

  Business Response

  Date: 09/13/2023

  Hello,
  
  This offer was exclusive to Friends and Family members of our employees, and the discounts were extraordinarily generous. When the order was placed, the person who placed the order agreed to the sale terms, which were with no refunds or returns.
  
  In regard to the color, it does lean between pink and purple, so the interpretation is subjective. We are sorry to hear this color did not meet expectations, and I have already shared this feedback with our website team.
  
  Our limited warranty policy states we will replace affected parts free of charge; however, labor costs are not reimbursable. This is standard policy for all our brands and is common among many of our competitors.
  
  In review of the consumers issue, its possible that the sensor simply needs to be adjusted and not replaced. Luckily, this is an easy fix. Owning a bike, like owning a car, requires some adjustments, care, and maintenance. While some issues may require more expertise, there are many adjustments that riders can make on their own.
  
  To assist with this, a member of our team will reach out to determine if the sensor adjustment will resolve the issue. If it cannot, were happy to provide instructions on how to replace the sensor.
  
  Warm regards,
  
  ***************************
  Sr. ********************* Pacific Cycle

  Customer Answer

  Date: 09/13/2023

  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. 
  

  Absolutely not.  You dont buy a brand new car and the transmission doesnt work, and they send you a new transmission for you to put in.  My wife has yet to use her e-bike and winter is close by.  And why didnt you send the directions to replace the sensor WITH the SENSOR.  Have some one call me to go through the sensor, but if that isnt successful, then send my wife a new WORKING e-bike.  And regarding the color.  Your website said PINK as the color.  PINK AND DARK PURPLE ARE NOT EVEN CLOSE.  I refuse to buy a brand new E-Bike and cannot use it until I aspens over a hundred dollars to put in a part that was supposed to be working 
  
  Regards,
  
  ***** & *****************************

• Initial Complaint

  Date:06/28/2023

  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 bike was purchased 8 months ago though ******* online, and it has been a nightmare ever since. I would like to address that the chain is not the only problem, the shifter does not shift correctly, it shifts spontaneously without manual input. The chain falls off because of this. Paired with the fact that no tube that I put in the bike will stay inflated, makes for an incredibly horrible ride. Riding to and from work at night is the most stressful and dangerous part of my day as there is almost a 100% chance I lose control over the bike. Ive had the chain fall off in almost any place imaginable. Crossing big intersections, trying to bike uphill, etc. And so because it all started with the chain falling off and me falling off the bike in the middle of a busy intersection, breaking off three gears, rendering the shifter and derailer useless, completely destroying the bike for any future use, I would hope you would have some empathy. I was not able to work for the first two weeks of my new job, I almost lost that job before even starting it, I now have to set aside another 45 mins on top of the 30 mins it would take if my bike wasnt completely useless, I would hope you take this into consideration. The chain is not the only problem.This person is not being helpful at all:*************************** | Pon North America Product Claims Specialist *********************** Direct : ************ Fax: ************

  Business Response

  Date: 07/06/2023

  Thank you for the opportunity to respond. 

  As a company that emphasizes safety and quality, we take these types of reports very seriously and give them our full attention and review. 

  After careful consideration of the consumer's claim, I'm happy to report that it's been resolved amicably.

  Regards, 

  ***************************
  Sr Manager, Consumer Care
  Pacific Cycle

• Initial Complaint

  Date:06/26/2023

  Type:Service or Repair 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.

  I bought a Kid Trax Spiderman Large ATV through Amazon back in December 2022 for a Xmas gift for our son. We put it together and charged it like we should. We live in ********* so we did not bring it out for use until May of 2023 because of the cold. We immediately noticed the speed was not as described and on low speed the vehicle barely moves. I have called their customer service number 6 times since then and have never received a call back. I even tried leaving a negative review stating this information to get their attention and it was never posted to their website. Something with the vehicle, I am guessing the battery, is defective.

  Business Response

  Date: 06/27/2023

  Hello, 

  Pacific Cycle no longer owns the Kid Trax brand. It was acquired by ******* *** earlier this year. Unfortunately, we are no longer able to assist in any product matters. Please contact Flybar at ************, Mon-Fri, 9 a.m.-5 p.m. EST. or by email at ******************************* and they will gladly assist you.

  Regards,

  ***************************
  Sr. Manger, Consumer Care
  Pacific Cycle

   

   

  Customer Answer

  Date: 06/27/2023

  [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,
  
  *************************
  

• Initial Complaint

  Date:04/16/2023

  Type:Delivery 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.

  Hello. I had purchased a bicycle for my wife which turned out to be a nightmare. I purchased it directly from Amazon, shipped and sold by them. The quality of the bicycle was terrible. I know that Schwinn normally does not have such problems. I have been purchasing Schwinn for over 20 years and never had a problem until now. The bicycle was properly assembled by a professional bicycle shop so this is not the cause. The cause is the craftsmanship. My wife almost fell off and got hurt because of the poor quality of this bicycle. Amazon will not take it back because it's outside of their return window. I really trust your company and hope you will help. I simply would like it taken by since you are the manufacturer and be refunded the purchase price. I think this is fair after everything we have been through. I would have contacted sooner but I was sick and overseas for over a year and recently got back. I have been through a lot and hope that you will do what is right. Thank you kindly.

  Business Response

  Date: 04/24/2023

  Hello, 

  I appreciate the chance to respond to this issue and help make it right for the consumer. After searching our database we did not find any record of prior communication with the consumer, so we reached out to request some additional information.

  After hearing more detail about the experience with the Meridian Trike, we agreed to the consumer's request to refund his purchase in full.

  We know there are many ways in which to provide feedback, so we always encourage consumers to connect with us directly regardless of where purchased. While we cannot control the return policies of retailers, we are always willing to work with our consumers to find a satisfactory resolution, and I'm happy we could do so here.

  Warm regards, 

  *********************** Sen
  Sr. Manager, Consumer Care
  Pacific Cycle - Makers of Schwinn

   

   

  Customer Answer

  Date: 04/24/2023

  [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,
  
  ***************************
  

• Initial Complaint

  Date:04/10/2023

  Type:Service or Repair 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.

  I almost got hurt on a bike from then cause two part malfunction and cause got from rent own place they don't replace the part so that mean I will *** for the price of the bike

  Business Response

  Date: 04/12/2023

  Hello, 

  Thank for the opportunity to respond to this complaint. After reviewing our consumer database, we found existing correspondence regarding ******************** experience. He shared with us that the seller, Rent a Center, purchased the bicycle from ******** then entered into a rent to own contract with the consumer. As per policy, we do not accept warranty claims for product purchased through a 3rd party sellers. However, as a gesture of goodwill, we offered to replace the bicycle parts, which **************** accepted. We hope this helps to get him back on his bike to enjoy the upcoming summer season.

   

  Regards, 

  ***************************
  Sr Manager, Consumer Care
  Pacific Cycle, Inc.

  Customer Answer

  Date: 04/12/2023

   may update it before sending it.]

   

  thanks u and I se3 they on their way . Is. Both part or just one
  
  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,
  
  ***********************

  
  

• Initial Complaint

  Date:10/17/2022

  Type:Service or Repair 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.

  Purchased a Schwinn Largo 7 from Dicks sporting goods in 2021. About a year later 3 spokes broke on the rear wheel. I had the Bike repaired on 8/17/22 and submitted all the warranty information. 2 months later I still haven't received a check for the repair. Clearly, their "Lifetime Warranty" is just a scam to get you to buy their low quality products, and they have no intention of honoring their warranty now or ever. It's just useless words on paper.Explains why Pacific Cycle has a Pattern of Complaint alert. If you're reading this, stay FAR AWAY from Schwinn or anything Pacific Cycle manufactures...

  Business Response

  Date: 10/31/2022

  Thank you for the opportunity to respond to this issue.

  In researching the consumer's interaction with our company, it appears we dropped the ball and did not fully follow through to resolve the issue.

  We have since reached out to offer reimbursement for his repairs, which he accepted.

   

  Regards,

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

  Sr Manager, Consumer Care

  Pacific Cycle

   

   

   

  Customer Answer

  Date: 10/31/2022

  [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. ******* from Pacific Cycle said it would take 3-4 weeks to receive a check in the mail...However, it remains to be seen if in fact I will ever see this check...
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:09/22/2022

  Type:Service or Repair 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.

  I ordered a Schwinn Wayfarer bike on August 12, 2022 for $380. I received the bike on August 19, 2022. After I rode it a few times, I realized that I needed a different bike more suited to my needs. ******* does let you return the bike within 30 days however, what they do not make real clear is that the consumer is responsible for the shipping costs.I packed up the bike on September 15, 2022 and my husband and I took it to Fed Ex. We were told it would be $267! I called Schwinn to double-check and they said yes it would be my responsibility and cost to ship it back. I contacted a shipping company that ships bikes called ************. That was my best option at $143. I think it is absurd that ******* does not pay to ship the bike back. If I had purchased this on Amazon, I would not have to pay.

  Business Response

  Date: 10/04/2022

  Hello,

  
  Thank you for bringing this to my attention. We immediately reached out to the consumer and offered to reimburse the cost of shipping the product back to us as a onetime exception.

  
  We often accommodate consumers who may need to return a bike involved in a damage or warranty claim. Our policy for returns, without cause, is stated on our website, and is the consumers responsibility to pay.

  
  Because consumer feedback is extremely important to us, I shared the comments regarding our shipping return policy with our ecommerce team. We understand the consumers surprise to the high cost of shipping as those costs impact our company as well, particularly so when compared to large retail operations. Our compromise is to cover the cost of shipping (on most sales) to consumers.

  
  Warm regards,

  *********************** Sen
  Sr Manager, Consumer Care
  Pacific Cycle, Inc

• Initial Complaint

  Date:07/13/2022

  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.

  I bought an E bike from dicks sports Within 3 days the bike breaks down and the power assist no longer works. Dicks sports is telling me as soon as I walk out the door any issues I need to reach out to schwinn. Schwinn is telling me all they'll do is send me parts even though they don't know what the problem is and if I have somebody fix it I'll have to pay for it. I want my money back the bike broke down within 3 days of buying it.

  Business Response

  Date: 07/20/2022

  Hello,

  Thanks for the opportunity to further review the consumers experience. Im sorry to hear he had a difficult time trying to return his bike. As you can understand, we dont control the return policies at our retail partners.
  
  Our resolution for warranty-related issues is to replace the affected part,which is what we offered. Additionally, for reference, consumers who purchase direct from our websites are given a 30 day return policy.
  
  After receiving the consumers notice of dissatisfaction, one of our senior team members reached out to see what more we could do and learned that he was able to resolve the issue with the retailer and return the bike as per his request. At this time, we consider this issue to be resolved.
  
  Regards,
  
  *********************** ******************** Consumer Care
  Pacific Cycle, Inc