ComplaintsforBicycle X-change Shops

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a BMX style bike less then a year ago and was told was a very durable bike. i brought it in to fix both tires and a new chain and the charged me a fee of 89.99 to go through the bike that I did not approve . They told me they do it on all repairs. i called on April1, 2024 and asked the price he told me he could not give me one he was too busy. i will never go back in that shop again.

  Business response

  04/04/2024

  Customer brought bicycle in for a new tube, chain, and to straighten front wheel as it was bent and damaged due to under tire inflation and excessive abuse. We quoted the customer for a new tube, chain, and a tune-up package to go through the bicycle for its proper yearly maintenance and explained we would try to straighten the front wheel but also explained that with that amount of damage a new wheel might need to be installed. Our head tech took the time to look at the damage and explain to the customer and his (son) about how excess the damage was due to tires being under inflated and slamming into curbs/jumps/ramps/etc. (As SHOWN in pictures attached) Customer signed off on all maintenance and was told work would be done guaranteed with in 24hrs. (customer SIGNING OFF on all work shown in picture) Once bicycle was in stand and tune up was ongoing...wheel did in fact need to be replaced due to damage and we again called and notified customer via phone and updated him on the addition of new wheel cost and install which was approved on phone call. (also shown in picture) Bicycle was done and completed on time. Customer explained frustrations at pick up about having to purchase a new wheel (though explained possibility of replacement before work began and again on 2nd approval via phone call), we acknowledged his feelings and courtesy again explained that bicycle tires need aired up before rides both for the riders safety (his 11 yr old son/grandson as shown in pictures) and to help protect against damage of wheel. (which was the case in his wheel replacement) We can understand the frustration of repairs and maintenance ourselves but making false accusations about not going over service and “not” signing off on work (clearly shown in pictures, ticket/signed off) and then proceeding to verbally attacking our staff member and taking the receipt and THROWing it in his face was un-called for and disrespectful we will not stand for that. (picture of customer wadding up receipt and throwing in our staff members face)

  Customer response

  04/04/2024

   
  Complaint: ********
  
  I am rejecting this response because:

   

  1. The bike was not even past the warrenty

  2. i did not assault anyone that is defamatory i did however throw the receipt on the floor

  3. the prices on the receipt was added after my signature. that is why i had to call them and try and find out the price. First they tried to sell me a rim for 149.00 . and was told he could not give me a price as he was in the warehouse. 
  

  This company has lied repeatedly to me in the last year and i do not think it is fair to charge 89.00 after i already told the to replace chain rim and tube. what else is there to look at? that is the whole bike.

   

  one of the ten commandments is thou shall not steal. They should be ashamed of them taking advance of people like this. 
  Sincerely,
  
  **** *****

  Business response

  04/05/2024

  BBB, all our info is in our last statement, we stand behind our statement with pictures and proof of all his discredited statements. Bicycle was damaged period. We were kind and courtesy, customer was total disrespectful and again as our last statement states and PROOF with picture shows all his original statements and accusations are wrong and untruthful.

  Business response

  04/05/2024

  Bicycle was damaged and wrecked due to abuse and riding with improper psi. (explained very clearly to him and his son BEFORE signing off on all work, as shown in pictures.) Period. Just as buying a new car, it can be damaged with improper care and maintenance. Damage is again due to lack of proper maintenance.

  Customer signed off on original estimate and was updated again on phone call (as SHOWN IN PICTURES)

  All the proof is in the pictures. We wish him the best, if he didn't want the replacement and or work he could of denied any and all work! Customer APPROVED ALL WORK (see pictures)

  Customer said he didn't approve work? BUT as shown (again in pictures) he was educated on all work and SIGNED OFF on all work (AND was CALLED again for replacement approval of wheel via phone call)

  Again we wish him the best and if he airs up the tires and upkeep proper maintenance with bicycle will not have this type of damage again. With out the proper air pressure in the tires, it is the same as running around without shoes and socks you will hurt your feet, sames goes with the tires and tubes and wheels, improper LOW air pressure will damage any bicycle wheel. Period.
  

  Customer response

  04/08/2024

  This is what i approved is the front rim back tube and chain being replaced. if they actually read my complaint and try and understand the customer is i disagree with them going through the entire bike and charging me the 89.00 for that service (nothing else to go through which is a scam on there part) that is what i am disputing. Please try and read and comprehend what i am saying as i know it is hard for you to follow along. 

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