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Business Profile

Bicycle Dealers

Wheel & Sprocket, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bicycle Dealers.

Complaints

This profile includes complaints for Wheel & Sprocket, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Wheel & Sprocket, Inc. has 10 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/19/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 frame from this bike shop. The frame is advertised and listed as a 2019 TREK carbon bike frame. The frame is incomplete and needs some parts to complete the bike. When I contacted a TREK dealer to assist in getting parts to complete the frame, the authorized TREK dealer said that the frame was a 2016 which obviously would change the value of the transaction. When I contacted Wheel and Sprocket, the representative said there was not much difference in 2016 and 2019. 3 years seems to be a pretty big difference to me. I believe this is not truthful advertising and pricing for an item that is 3 years older than they are advertising.

      Business Response

      Date: 09/01/2022

      Thanks for giving us an opportunity to resolve this matter that is a win for both parties. Below is the correspondence I had with the customer after the complaint was submitted. I have also attached the PayPal transaction invoice as further evidence. I believe based on this information the case should be resolved without any penalties to business score. I am happy to assist further if needed. 

      Thanks
      ***********;

       

       

      It has been changed this morning. 

      It was still showing 2019 when I sent the email. 


      Sent from AT&T Yahoo Mail for iPhone

      On Wednesday, August 31, 2022, 9:38 AM, *********************** <******************@wheelandsprocket.com> wrote:

      I show on my end that has been corrected. Do you have a link to the listing you are referring to?

      Thanks
      ******


      On Tue, Aug 30, 2022 at 10:53 PM ******************* <**********************> wrote:
      I wont close the complaint with the BBB as long as the frame is still labeled as 2019 on the website. 


      Sent from AT&T Yahoo Mail for iPhone

      On Monday, August 29, 2022, 2:09 PM, *********************** <******.*****@wheelandsprocket.com> wrote:

      I have just sent over the agreed upon $300 to your paypal **********************. Thank you for your assistance on getting this resolved

      ******


      On Fri, Aug 26, 2022 at 4:16 PM ******************* <**********************> wrote:
      **********************
      is my PayPal 

      On Friday, August 26, 2022, 11:10 AM, *********************** <******.*****@wheelandsprocket.com> wrote:

      Sounds good. Do you have a PayPal email account I can send money to? Otherwise I would need to issue a check and mail it to you

      ******



      On Fri, Aug 26, 2022 at 10:23 AM ******************* <**********************> wrote:
      That is satisfactory for me but I also think the website should reflect the actual model year for others thinking about buying them. 

      On Friday, August 26, 2022, 8:50 AM, *********************** <******.*****@wheelandsprocket.com> wrote:

      I'd be willing to offer you a $300 credit for the difference. Please let me know if that is satisfactory. 

      ******


      On Thu, Aug 25, 2022 at 4:59 PM ******************* <**********************> wrote:
      I have already paid a decent amount of money to get missing parts so a full refund is not possible. 
      Im open to something you think is fair for the 3 year difference in age. 

      On Thursday, August 25, 2022, 10:50 AM, *********************** <******.*****@wheelandsprocket.com> wrote:

      Ok. Thanks for the info. What do you think is a fair difference in price? I am also happy to offer you a full refund if you would like to return it

      ******


      On Thu, Aug 25, 2022 at 10:27 AM ******************* <**********************> wrote:
      I saw you had left a message, I cant talk during work. 
      The reason for my complaint is that when I brought to your attention that the frame is 3 years older than advertised youre response was that it didnt make a difference. 
      I feel like there should be a price difference in frames that are 3 years apart. 


      Sent from AT&T Yahoo Mail for iPhone

    Wheel & Sprocket, Inc. is NOT a BBB Accredited Business.

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