Complaints

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

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  Trek Bicycle Corporation

  801 W Madison St Waterloo, WI 53594-1379

• 

  Trek Bicycle

  212 E Main St Newark, DE 19711-7310

• 

  Trek Bicycle

  2900 Concord Pike Ste N Wilmington, DE 19803-5097

• 

  Trek Bicycle

  9051 Tamiami Trail North, Suite 99 Naples, FL 34108

• 

  Trek Bicycle Corporation

  100 E Chestnut St Bellingham, WA 98225-5001

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:06/27/2025

  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.

  Dear Trek Customer Service,I am writing to express my dissatisfaction with a recent service experience at one of your locations (****, **). After hearing your voicemail message stating that Trek offers "free diagnosticsplease bring in your bike", I brought my bicycle in for an issue with shifting. To my surprise, I was charged $18 for what appeared to be five seconds of work adjusting a derailleur limit screwsomething that did not resolve the problem at all. The bike still does not shift properly, and no further inspection or explanation was provided.This not only contradicts the "free diagnostics" promise stated on your voicemail, but also feels like I was charged for no meaningful service. As a long-time customer who chose Trek because of its reputation for quality and transparency, I find this experience disappointing and unacceptable.I would appreciate a prompt explanation of why I was charged, what service (if any) was actually performed, and what steps Trek will take to make this right. At minimum, I expect a refund of the $18 charge or a proper diagnostic and fix of the shifting issue, as originally requested.Thank you for your attention to this matter. I look forward to hearing back from you.Sincerely,*** ***** ************ Location/Store Visited Trek **** Date of Visit Thursday June 26, 2025

  Business Response

  Date: 07/07/2025

  Sorry to hear about your experience. We had a chance talk with the store and understand that you and the store have been in contact and have a resolution in the works. We look forward to getting you and your bike back into the store and they will take great care of you. 

  Thanks

• Initial Complaint

  Date:02/27/2025

  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 had an absolutely terrible experience at Trek Bicycle. I brought my bike in for repairs today, only to be told that it wasnt worth fixing because it cost "maybe $125 or something." This is completely unacceptable, especially considering I paid $95.84 back in July 2024 for their ****************** They had no problem taking my money then, but now they refuse to provide proper service? This reeks of elitism and poor customer care.This shop clearly has no respect for customers who don't own expensive bikes. If you're looking for fair treatment and reliable service, avoid this place at all costs. Theyve lost my trust, and I'll be warning everyone I know to steer clear of Trek Bicycle.

  Business Response

  Date: 03/03/2025

  Hello,
  Im sorry to hear about your experience.

  Its never easy to inform a customer when repair costs might exceed the cost of a new bike of similar quality.The shop wasnt refusing to work on your bike but was trying to explain the reality of the repair costs, including parts.

   While a level one tune-up was done in July 2024, it doesnt guarantee the longevity of the bikes parts. We strive to provide the best guidance, but we cant predict future issues, especially seven months later.

   The shop iwould like to continue discussing repair options, pricing, and review the exact details to get you back riding. 

  Thank you

   

  Level One Tune Up Details 

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

  Level One:
  The scrub down
  $89.99
  Recommended every 25+ hours of riding
  -Align and adjust brakes
  -Tune and adjust shifting
  -Torque all fasteners
  

   

  Customer Answer

  Date: 03/03/2025

  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.

  Your response is absolutely ridiculous and only makes me want to do less business with you. Let me break this down for you:
  1. I've only ridden this bike TWICE A WEEK, FIFTEEN MINUTES MAX each time since then. That's about 30 hours MAX total (I'm being generous here because I took days off and had holidays off during that time) - barely over your "25+ hours" recommendation!
  2. Now you're telling me that after charging nearly $100, you can't even guarantee the work for SEVEN MONTHS? What kind of shoddy service is this?
  3. If your ******************* is so useless that it can't keep a bike functional for even 30 hours of light use, why are you charging so much for it?
  4. And now you have the audacity to suggest my bike isn't worth repairing? After I've already invested nearly $100 in your so-called "service"?
  This is nothing but a scam to extract money from customers without providing any real value. Your attempt to "explain the reality of repair costs" is just a cover for your incompetence and greed.
  I don't want to "continue discussing repair options" - I want my money back for your useless "tune-up" and I want my bike fixed properly! Your business practices are shameful and I'll make sure everyone knows about this experience.
  
  Regards,
  ***** ***

  Business Response

  Date: 03/04/2025

  Unfortionally, the issue you are having with your bicycle is not an issue with the adjustments made to your bicycle in that level one tune-up outlined earlier. 
  After seven months and 30hrs worth of riding, you currently need to replace the physical parts (bottom bracket and cranks) due to wear or damage outside of adjustments.Those parts and the labor to install them would be outside of that tune-up you had in July. 

  We are not suggesting that your bike is not worth repairing, just letting you know the costs associated to repair vs the cost of a new department store or used bicycle. We are having an honest conversation with you, informing you of all the data. 
  
  Going back to what we said in the first response, Its never easy to inform a customer when repair costs might exceed the cost of a new bike of similar quality. The shop wasnt refusing to work on your bike but was trying to explain the reality of the repair costs, including parts.

  The shop would like to continue discussing repair options, pricing, and review the exact details to get you back riding.

• Initial Complaint

  Date:01/10/2025

  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 used Trek bicycle from ************* /Trek headquarters. Advertised with this bike plus all their other used bikes is a 151-point inspection. Trek refuses to disclose or send to me this publicly advertised inspection upon multiple requests, citing 'it's a proprietary list' . To recap: **** volunteers on their sales listings a 151-point visual inspection, but refuses to say what they actually inspect, and refuse to give the consumer/buyer this list citing that it's 'proprietary'. To advertise you've done something without validating it is false advertising and fraud. The bike I purchased came with issues either missed in their inspection, or not inspected at all; another reason to know what Trek actually performs in their advertised inspection. As the buyer I asked if some particular inspections were accomplished; again Trek refuses to say what's inspected and refuses to release this advertised action on their sales page.Attached are the listed notes from my purchase, plus another listed bike indicating the same inspection for potential buyers. A local Trek shop fixed the immediate issues but I am still requesting the complete advertised list of their 151-point inspection.

  Business Response

  Date: 01/14/2025

  I am sorry to hear about your recent experience and completely understand your frustration. We are always happy to help in any way possible when an issue arises.
  After reading through the chats and contacts with the customer, it seems that no one refused to share the information but rather stated that we did not have easy access to it from our customer care team to easily share. To quickly assist, we immediately apologized and offered to help with repairs or provide a refund if the bike does not meet your expectations. We are currently working with a local Trek retailer to carry out the repairs if that is the chosen route.
  While we understand your request for the inspection report, it is not something we currently have set up to share with end consumers. However, this is a great example of a benefit that we will consider for the future.
  Thank you for your understanding and patience as we work through this. We are committed to providing the best service possible.
  

  Customer Answer

  Date: 01/14/2025

  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.

  Trek email dated Dec 17, 1150AM from *** ******:
  

  We are still working on getting you a redacted list that does not include proprietary information.

  Trek's response to the BBB is a direct contradiction to the reply received Dec 17 2024 (above).  Trek's original response is that this publicly advertised selling point- a 151-point visual inspection- will not be released to the consumer under the idea a selling point is proprietary. I am simply requiring Trek to substantiate their advertising of what is covered in this list. Refusing to substantiate what you publicly use as a selling point is fraud and false advertisement.  In addition, my original request for seeing their 151-point inspection goes back four weeks, ample time to send/make available for the consumer. Again, Trek has refused at every turn.
  
  
  [Please type your response here.]
  
  Regards,
  
  *** ********

  Business Response

  Date: 01/27/2025

  We understand your concern and have a chance to review this more closely. 
  At the time of your request to our customer care team, surprisingly we had not been asked for this list before. (Program started in Oct of 2023). 
  The team that uses the list felt it should not be shared with concerns about proprietary processes. 
  The team you were working with were more concerned with offering you what they could help with, which was finding a way to either fix your issue or get you a refund. 
  Looks like the repair was completed and that we were timely with all of your requests short of providing the list. 
  I had a chance to meet with the appropriate teams and am attaching the list here and sharing with our customer care teams for future requests. 
  
  Every bike has every component and detail inspected.  It is serviced and replaced as deemed necessary to meet our proprietary wear-out replacement standards.  The total service point count on form is 151. The checklist has 179 which includes additional checks at signoff and boxing not included in the 151-point service list.  Not every bike will have every item, but this is intended to cover all aspects of any bike broadly speaking.
  
  We want everyone to buy our pre-owned bikes with confidence, that's why we stand behind the products with a 30-day guarantee,  and a lifetime warranty on the frame. This is a rare example of a bike having an issue out of the box, but a great example of the support that we offer to get someone riding as quickly as possible. The issue you had could have also happened with a new bike purchase (from any brand) and is not specific or a reflection of our Red Barn bikes. 
  If you are still not happy with your purchase, we will happily offer a refund up to Feb 10th, 2025. We hope you are enjoying the bike and again hate that the bike did not meet your expectations out of the box. Thank you. 

  Customer Answer

  Date: 01/27/2025

  [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:12/20/2024

  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.

  Oct 13 2024 Called Trek, after Hurricane Mltn, left message, no call. Called again, next day, salesman ****, very defensive, power just on etc. I said, no problem,told situation, front tire flat, please be fixed? Am disabled, only transport. Ok, closing soon. Neighbor took me/bile, Trek ************************* **. Repair guy "something sharp, took it out",Trek, $75 lifetime fix, put on Credit. Rode home, hard2 control ft wheel, 6pm they're closed. Days later took bike out, forgot about being difficult. Tire shifted 1" to each side, I rode this home? Checked tire, metal nut GONE, *replaced black plastic triangle. Tightened down best I could, 2 hand braces. Waited several days, called Trek told **** what happened, not physically able bring in 6mi round trip, would he please come replace the plastic nut with original, I'm 5min away by car. ****, very upset, don't yell at me! (I never raised my voice, not upset with him about repair), not his fault. Is his job to resolve problem. He came to my home, wanted nut replaced & front tire tight, told him several times. ****, was very upset, lecturing me, on how bikes work. "I've got plastic nuts on my bike, I've been selling bikes 30yrs"!. Again, please put original metal nut, I asked. **** more upset, "I know what I'm talking about", very loudly! I was physically shaking, went inside. I'm leaving he yells at me, walks away! Came back knocked on my door again. I didn't open it, asked what? ****, started yelling & literally repeatedly, beating on his chest, "I have to apologize, I have to apologize, or else I'm going to have a bad day, the rest of the day! Watched him put, shiny metal cone thing on NOT org nut! won't tighten! REMOVE BY HAND! 15sec! goes flat 7-10 days 2mo. Called ********* Trek Bikes, to resolved, rep. **** phone#, email, NO response, no call no email nothing. Elder disabled F expected to go away, companies rob us blind, abuse us, hands in our pockets? Won't hold air, can't use bike. Profit vs people 100%

  Business Response

  Date: 12/23/2024

  Hello there,
  I am truly sorry to hear about your recent experience and completely understand your frustration. After listening to the recording of your call with our ***resentative, it appears that there was some miscommunication. At the end of the call, our *** mentioned that they would share your experience with the regional manager and asked if you wanted anyone to contact you. Since you responded with "no," no further action was taken.
  
  I would like to clarify that while you visited a Trek Store, it is independently owned and not directly managed by ****. However, I will be sharing this message with the owners of that store and requesting them to follow up with you.
  
  We apologize for any confusion and assure you that we are eager to assist in any way we can. Wishing you a happy holiday season!

• Initial Complaint

  Date:10/22/2024

  Type:Product 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 have attempted to contacted Trek Corporation multiple times with no response from them. Attached is a letter to the company explaining the situation. I want to return the bike and have a credit applied towards Citizens Pay Financing. Thank you.

  Business Response

  Date: 10/23/2024

  Hello,
  We see that you contacted us on Sunday, October 20th, and again on Tuesday, the 22nd. We are not seeing any other attempts based on the information provided. Please let us know of any other attempts made so we can look into how we may have missed them.
  We see that your first contact was assigned on Monday afternoon, and the representative replied to you this morning. We do try very hard to reply to everyone within 24 hours, and we apologize that we did not meet that expectation here.
  For situations like this where someone does not love their bike, Trek offers a 30-day return policy for bikes and accessories returned in like-new condition. While we are outside of the 30-day window, we will see what we can do to assist with the return. Please work with the guide that reached out to you and the shop on the next steps.

  Further details on returns can be found here; ************************************************

  Thank you. 

  Customer Answer

  Date: 10/23/2024

  [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. I received the following message below and am willing to work with the representative to return the bike. I thank the BBB for their assistance in this matter.

  Regards,

  ********

   

  "Hi ********,
  
  *** here, a ************* Guide for *************.  
   
  First, I want to sincerely thank you for reaching out to us. I truly appreciate your patience as we work to address your concerns regarding your bike.
  
  I want to assure you that I will be contacting Trek Bicycle Broomfield directly to facilitate the return process. Your satisfaction is our top priority, and I'm here to make this as smooth as possible for you.
  
  If you have any additional info you'd like to share or there are specific details I should be aware of, please don't hesitate to reach out to me directly at this email address or my direct line, ************. I'm here to help!
  
  Additionally, I'd like to know your preference for receiving updates: would you prefer phone calls or emails? I want to make sure you're kept in the loop in the way that works best for you.
  
  Thank you once again for your understanding. I'm committed to resolving your concerns as quickly as possible. 
  
  Cheers,
  *** Nelson  | ************* ************* Guide | Trek ********************** | T ***************"

   

   

  
  

• Initial Complaint

  Date:08/23/2024

  Type:Customer Service 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.

  My ********* line 30 carbon front wheel exploded when installing tire. Trek / ********* will not honor the lifetime warranty against defects. I was never notified that specialized brand tires were not recommended or incompatible with ********* wheels. The ultra ultra tight fitting tire makes the wheel very very difficult to set the bead. The fit is so tight that the wheel exploded during installation and the tire was undamaged. We want trek ********* to honor the lifetime warranty against defects. This incident was dangerous sending carbon shards into my leg and arm requiring tweezers to pull the imbedded pieces of carbon out of the skin.

  Business Response

  Date: 08/26/2024

  Hello, sorry to hear about the issue you are having. We will need more information to be able to look into this more closely. Can you please let me know the shop that you are working with and we will review this claim. Thank you. (there is an attachment, but seems the there is an issue with the file and it will not open.) 
  
  

  Customer Answer

  Date: 08/26/2024

  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.
  
  [Please type your response here.]
  

  I purchased my wheel set at Hanger 15 in Orem.  I went to claim the warranty at Trek Store American Fork.  I have attached the original purchase receipt.

  I have since sent a direct Email to ************************** and am waiting a response.

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

  Business Response

  Date: 09/11/2024

  We had a chance to review this situation more closely and I think I understand where there may have been a misunderstanding. 
  The bike shop that the wheel was taken to for the warranty claim may have said they could submit the claim under the *********** Wheel Loyalty Program before seeing the proof of purchase and realizing that the wheel was outside of the two-year time period. 
  This program is designed to help a customer has an accident outside of a manufacturing defect while riding their carbon ********* wheels within the first two years of ownership.
  Unfortunately, the damage that happened to this wheel did not happen while riding, it happened while installing a tire from another brand that was a tight fit. 
  The lifetime warranty portion is against defects in materials and workmanship and does not cover improper assembly, maintenance, or damage or failure due to accident. 
  Full ********* warranty details here. **************************************************************;
  *********** Wheel Loyalty Program here. ******************************************************
  
  While this wheel damage does fall outside of what would be covered for free, the store did offer (and we support) the substantial carbon care discount that we have in place for situations like this that are outside of a true manufacturing defect to assist in getting the customer back riding. 
  Thank you. 

• Initial Complaint

  Date:08/12/2024

  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.

  I bought an Electra Bike from Trek Bikes on Trek Bike overcharged me by $350.00 for shipping, as Trek Bikes acknowledged on July 3rd, 2024 Still waiting to be reimbursed to my credit card for their error.On Wed, Jul 3, 2024 at 5:26PM ******************************* ******************************** wrote:Hello ******, Very exciting getting a new bike! I love the Loft Go! (I have a Townie Go! that is so fun to ride. ) Thank you for reaching out and letting us know about the shipping charges. There was an error on that bike box size that made it look like the box was larger. We have credited back to you your full shipping charges and corrected the system. Have a great week and enjoy your new bike! I hope the weather is fantastic for you and you get lots of ride time. Thanks,************************************* | Customer Care Manager | Trek ********************** | T ********************** | ****************************** From: ************************* <***********************>Sent: Sunday, June 30, 2024 11:33 AM To: jburke ************************ ****************** ***************************** ******************************* <******************************>Subject: local bike store alerts unusually high delivery charge [EXTERNAL]To whom it may concern at Trek Bikes:I ordered an Electra bike for delivery to a Canadian address, where I will pick up the bike.The local Canadian store called me and said that the delivery charge -- which was $335.00 -- is unusually high and totally anomalous.I would therefore like to have this charge removed.My order reference number is:ORDER NUMBER: ******** ORDER DETAILS Price Subtotal Loft Go! 7D EQ Step-Over Loft Go! 7D EQ Step-Over ******* QTY:1 Harbor ************ $2,209.99 $2,209.99 DELIVERY METHOD Ship to store Your selected shop will contact you when it's ready for pickup. $335.00 CUSTOMER ADDRESS ************************* ************************************ Phone: ********** *********************** regards,*************************

  Business Response

  Date: 08/26/2024

  We were very sorry to hear of the error that happened in getting the shipping charges refunded and made sure that credit went through as soon as it was reported to us. Thank you. 

  Customer Answer

  Date: 08/26/2024

  [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. 

  I will note, however, that Trek Bicycle Corporation did NOT immediately resolve the complaint, but only did so after I emailed three times over the month. The first email, they admitted their error, apologized and said that they would reimburse me, but they did not.

  They they ignored subsequent emails to the company.

  Trek Bicycle Corporation finally sent back the funds that they had overcharged -- more than $300.00 dollars - only AFTER I emailed them the receipt from the BBB, saying that I had formally made a complaint after their failures over the last month.

  I am therefore grateful for the existence of the BBB -- making the complaint to you finally led Trek Bicycle to remedy their error.

  It is too bad, because their bikes are excellent but the after-service was not.

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

  
  

• Initial Complaint

  Date:07/12/2024

  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.

  I have had a trek bike for almost 5 years that I bought new. Recently my bikes frame cracked out of nowhere when I was riding to no fault of my own without any impact to the bike at the time. I took my bike to the trek shop in *******, ** and as soon as I walked in I was accused of causing the damage myself when I clearly told them it happened out of nowhere. I then spoke to the manager and he told me he would put in a warranty claim and after waiting all week without having a bike during the summer months I was told my claim was denied and I have to pay for a replacement. I think this is unacceptable I do service and maintain my bike regularly and did not cause the crack on my frame. I expect this to be covered under warranty.

  Business Response

  Date: 07/23/2024

  Hello, thank you for reaching out. 
  I have had a chance to review the photos and and information submitted to us in a product claim from the shop. 
  I have attached three photos from that claim. We provide a warranty against defects in materials and workmanship for all original equipment and aftermarket products. 
  The damage characteristics to your frame are consistent with an outside force. We can see where there are scratches through the clearcoat and paint throughout the seat stay and chain stay, and the material is bent inward and upward creating a crack to open up down at the rear dropout. This is the opposite effect of what would happen if a seat stay was to fail "just riding along". 
  Unfortunately, this damage falls outside of what our warranty covers. 
  If you would like to set up a phone call to discuss this further I am happy to assist. 
  Thank you. 

  Customer Answer

  Date: 07/23/2024

  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 

  There was no force this should fall under warranty.

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

  Business Response

  Date: 07/30/2024

  We understand your desire to have this issue covered under warranty. However, after careful assessment, we have determined that the damage to the frame is consistent with an external force rather than normal riding conditions.
  The physical damage, including chips in the paint and scratches, cannot occur from regular use. The forces exerted on the frame during riding, such as the riders weight, gravity, and inertia, do not cause the type of damage observed, such as pushing the seat stay up and in or causing paint chips and scratches.
  While we cannot pinpoint the exact cause, we are confident in our assessment that the damage is not due to a manufacturing defect. We regret that we cannot cover this under warranty. Thank you. 

• Initial Complaint

  Date:06/05/2024

  Type:Customer Service 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.

  Bicycle barely used. Falls apart putting me in imminent danger. **************** and service centers incredibly rude and unhelpful. Sold me incorrect and incompatible tools and left me hanging. Impossible tp reach a person during normal human availability that cares about my safety and the amount of money I spent on this junk. Please advise, as this directly affects my safety and livelihood.

  Business Response

  Date: 06/10/2024

  Hello, we are sorry to hear that you are having an issue, we want to understand what is happening as much as you do. We have made several attempts to contact you to gather more information. We have searched our warranty system and do not see any claims that have been submitted to us regrading any bikes registered to your name. For us to best undersytand and resolve your issue it is best to take your bike into yor local auteized Trek retailer to enter in a claim and allow us to inspect your bicycle. Most issues are easliy resolved, we would love the opprotubnity to look into this closer. Thnak you. 

• Initial Complaint

  Date:04/19/2024

  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.

  Bought an e bike from these folks. Junk in the box. Chain skips on the sprockets. Requested my money back. They said I wasnt riding the bike right. Spoke with a manager. He said they were having a lot of problems with all of their e bikes. Offered no settlement.

  Business Response

  Date: 04/22/2024

  We are sorry to hear about your concerns and am happy to review this closer. Unfortunately, there is not enough information given to us to fully assist yet. 
  Can you please let us know exactly what bike,model, color, serial number located on the bottom of the ****************, the name of the shop you are working with, please include city and state.
  Thank you. 

  Customer Answer

  Date: 04/22/2024

  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.
  
  [Please type your response here.]
  
  Regards,
  
  ***************************

  Customer Answer

  Date: 04/22/2024

  This reporting website keeps destroying my uploads and my identification information, and I am unable to respond to this complaint. I can tell you the bike was purchased at your ************, ******* location and was junk in the box when I bought it. After multiple attempts for you to repair it, it is still not fixed and I actually crashed the other day going up a hill as the chain spins on the sprocket and you havent quite figured out the drive train yet. Im a disabled American on fixed income, and hopefully this will be resolved. Otherwise I will climb the highest mountain and ring the loudest bell to let everyone know how youre ripping off consumers in ******* and around the world..

  I cant upload the picture of the serial number

  I am in the process of hiring an attorney, but would rather resolve things amicably, so I would either like my money back or I will take manual bikes in trade. I spoke with your regional Director in ********* and he was going to get right back to me, but never did his name was Will some thing.

  Customer Answer

  Date: 04/26/2024

  Not sure what you need now but I will just proceed to carpet bomb ****** review every trek bike store that has an address across *****************.  I will give my account of the garbage e bikes you sell.  If I can get 100 to not buy their junk its mission accomplished.  Shame on you.

  Customer Answer

  Date: 05/01/2024

  what bike,

  Trek

   

   model,

  Allant + 75

   

  color,

  Grey

   

  serial number

  located on the bottom of the bicycle

  WTU098K0483R

   

  , the name of the shop you are working with, please include city and state.

   

  Trek Bicycle ************

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

  ************, **  32174

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

  Business Response

  Date: 05/08/2024

  We had a chance to review this case and understand more of the details and have notes involving other concerns from the customer. 
  This bike was purchased in Jan of 2021. 
  The chain skipping is a matter of riding the bike in only the lowest gear causing uneven wear to the chain and cassette to the rest of the gears. 
  Being an electric assist bicycle, the wear of a chain is increased due to the added drive. It's not a matter of "not riding the bike right" but of wear and tear or riding a bicycle.
  The shop did assist the customer with a few repairs until understanding the wear and tear of riding in a single gear. At that time, they fixed the bike and educated the customer on ways to help mitigate the issue further. They have not had the bike in for further maintenance in the last couple of years. 
  There are no signs of a manufacturing defect from Trek or the component manufacturer in this case. 
  If there are issues with shifting currently, we would suggest taking the bike into a shop for maintenance and to have the chain /cassette checked for stretch/wear. 
  Thank you. 
  
  

  Customer Answer

  Date: 05/08/2024

  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.
  
  This is just not true.  I did not ride the bike in one gear - especially the lowest.  Additionally the bike has minimal hours of use on the computer embedded in the bike. Cant ride it due to risk of injury.  Im a disabled American Veteran with an artificial hip and acute shoulder and elbow injury.  The regional representative out of ********* stated, Yes, I know we have had issues with that bike across multiple users. Its all over the internet..  This is a known defect.  I recently injured my back after a spill due to the chain skipping.  After multiple trips to the ************ store a manager from **************** ******* took the bike home and rode it for several days.  He experienced the skipping and had the Ormond Beach store replace the shifting mechanism.  To no avail.  The bike is defective.  Please review these facts and check with that manager.  The local store reps said it was my fault from the beginning - junk out of the box.  I take umbrage to your putting it on me and my side of the network.  This is a known issue experienced by multiple owners across the ************* and ******.  Google it. And shame on Trek.
  
  Regards,
  
  ***************************

  Customer Answer

  Date: 05/09/2024

  The bike is under warranty.

  i am unable to reply to this request.  Every time I type out response and upload photos website crashes and makes me do it all over again.  Therefore I emailed response and photos of shotty work directly to ********* BBB representative at ********************************************

  cumbersome Crash riddled system I am reporting to Wisconsin ************************ of consumer protection.

  shame On you

  Customer Answer

  Date: 05/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21599091, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This is just not true.  I did not ride the bike in one gear - especially the lowest.  Additionally the bike has minimal hours of use on the computer embedded in the bike. Cant ride it due to risk of injury.  Im a disabled American Veteran with an artificial hip and acute shoulder and elbow injury.  The regional representative out of ********* stated, Yes, I know we have had issues with that bike across multiple users. Its all over the internet..  This is a known defect.  I recently injured my back after a spill due to the chain skipping.  After multiple trips to the ************ store a manager from **************** ******* took the bike home and rode it for several days.  He experienced the skipping and had the Ormond Beach store replace the shifting mechanism.  To no avail.  The bike is defective.  Please review these facts and check with that manager.  The local store reps said it was my fault from the beginning - junk out of the box.  I take umbrage to your putting it on me and my side of the network.  This is a known issue experienced by multiple owners across the ************* and ******.  Google it. And shame on Trek.
  
  Regards,
  
  ***************************

  Business Response

  Date: 05/09/2024

  We are sorry to hear that you are having any issues. To move forward, we need to get it into a store to be looked at. We can see from the diagnostics usage of the bicycle and can figure out what is happening. 
  Talking with the Ormond Beach shop again today, they do not have a record of you bringing in the bike since Feb 2022, where the shop replaced the chain, cassette, and rear derailer free of charge as a goodwill gesture.

  Again, we are happy to look at the bike and see what is causing any further shifting issues. 
  Thank you.