Paul's Cycling & Fitness
Added on -, by Reviewer565784
Review: Purchased a new carbon Specialized Ruby bicycle from this facility in 2013. They ordered it by just asking my height & not seeing my build. I had never had a professional fitting until coming here, so they fitted me to the bike they had ordered, but in the end after riding it a year, told me it was too small after I had knee issues,etc. They ordered a new frame, I paid extra money to have my components transferred to the new frame at that time. A costly event that should not have been at my fault. Next issue, fall of 2014, my front derailer snapped off of the bike frame. Specialized covered the warranty of the frame, shipped a new frame, and again without prewarning me of cost to me, they charged a transfer of components fee to the new frame. First thing I notice when I got the bike back from their shop, the bottle cages were put on upside down. I rode a handful of times since it has been mostly cold weather, noticed how bad the shifting was but thought maybe it was just normal cable stretch. After being frustrated with how this shop has handled things, took it to my trusted bike shop to get a Spring Tune up where they found out what ****'s shop had done wrong in the first place. They put the cables on incorrectly causing shifting issues plus the chain had been cut too short & put on backwards. Also the front derailer did not match up either, therefore causing more shifting issues. I did pay my trusted bike shop for these repairs & informed ****'s of their mistakes. **** contacted me with an offer of just $100 store credit. That just doesn't cover my cost of all of these repairs out of my pocket over time. It makes a brand new bike add up to 2 times it's original cost. Not to mention, I would prefer never to set foot into the establishment again. I do have emails from the owner if needed. ThanksDesired Settlement: I think they should refund the component swaps of at least one of the incidences & half of my recent repair bill at least. Any bike shop should stand by their products & not charge customers for faulty equipment.
From: **** ******* [mailto:****************************] Sent: Tuesday, April 07, 2015 11:51 AMTo: ***** ****Subject: Complaint from ******** *******Hi *****, I first received a complaint email from ******** ******* 3/2/2015 and it read as follows:To whom it may concern, Let’s just start by saying as a person with low funds to start with, choosing to buy a carbon bike from you guys has been one of the worst decisions ever & has cost me a small fortune. First was the order of the wrong size, now after that got straightened out, I now have issues with the way your service department handled things. Late last year, my Specialized bike that I had ordered from you guys had the front derailer snapped right off the frame. Specialized did replace the frame, however, I was less than happy about the fact when I came to pick it up, no one had told me that I would be made to pay a fee to put the components from my bike onto the new frame which was a cost of $175 I do believe. When the swap was made, everything was supposed to be put on the new frame just as it had come off. Well, when I picked up the bike & got it home, the first thing I noticed was that the bottle cages had been put on upside down. Really guys? A bike shop that has been in business how long? So, I just picked up my bike from a reputable bike shop that I know & trust, just for a Spring Tune up so I thought. Well, this turned out to be a costly tune up to fix the mistakes that your shop had made when it was put back together. The cables were put on incorrectly & were causing me shifting issues, all which had to be replaced. The chain that was on there had been cut by your facility & made too short, and it was put on backwards as well. I have put another $197 out to get these problems corrected. What kind of bike shop does this crap??? I think you guys should reimburse me from the extra cost to get things corrected. The issues were clearly unsafe & I could have had an accident. The bike has NOT shifted correctly since I picked it up but me not knowing about bikes, thought maybe it just needed kinks worked out. I think my next step will be going to the Revdex.com if things are not corrected. Thanks,******** ******* I made sure I covered all of the details of the complaint with my brothers that had dealt with her as well as the mechanics who had worked on her bikes. After hearing everyone’s account of the story (and all of the stories were identical), this is the response I sent to her on 3/2/2015: Hi ******** I would like to say first that I am sorry you have had a bad experience with us and I did look into this issues. I pulled all of your receipts and talked to almost everyone involved with this since the original purchase. I think the best thing to do is to address each one of these issues separately. #1 The original bike being the wrong size We ordered the bike and size (54cm) you requested. Once the bike came in we scheduled you a bike fit and at the fitting my brother **** told you he thought you would be better fitted with the next size up (57cm). At the time you wanted to stay with the 54cm because you said you had been professionally fitted elsewhere and had been told a 54cm was the correct size for you. After 6 months you determined what **** had said was correct so we ordered you a 57cm and exchanged all of the components on both bikes thus allowing you to get the new corrected frame size, but keeping the original components of the first bike. There were labor fees involved, but looking at our records I feel we were very fair and according to my brothers you left very happy. #2 The broken derailleur braze-on That was just a very unfortunate event. We have been carrying Specialized for over 25 years and we deal with very few factory defects, but occasionally it happens and that why there is a warranty. The warranty covers the frame for life to the original owner and labor to replace the frame is covered for 1 year and that is strictly enforced by receipt trails. Since 1year and 5 months had passed the frame was out of labor warranty. The labor fee for a warranty frame change is $175.00 and we did give you a $50.00 discount as a goodwill gesture. If you were not told up front that there would be a labor fee involved, I apologize, but that is something the mechanic would have normally discussed with you. #3 The water bottle cages be put on upside down No excuses...with some of the side entry cages it is easy to do if you are not paying close attention...we should have been paying closer attention to detail #4 Chain on backwards, cut too short and cables incorrectly installed. Obviously you have had the work done and at this point all you have is a repair bill. I would think surely that if you had taken your bike in for a tune-up and these things were found you would have been called and informed of the cost you were going to be faced with. If so, why would you not have at least called us at that time to ask us to correct the problems without paying someone $197.00. I have the upmost confidence in our mechanics and firmly believe they are very skilled and competent at what they do. Can they make mistakes...absolutely anyone can and if we do we correct them. In this case I can’t simply pay for another shop to do work on your bike with them making accusations of what we did incorrectly. I know problems get magnified when you look at everything as a whole, but up until you took the bike to another shop I feel we had done everything in our power to take care of you as a customer. By the tone of your comments I can tell you are more than frustrated with our service and it may be impossible to win your confidence again, but as another goodwill gesture I would like to offer you a $100.00 store credit. We do have a great selection of clothing and accessories and as a cyclist I’m sure you could find something you can use. I will be out of the office tomorrow, but back Wednesday and would be more than willing to talk with you either by phone or here in the store if you would like to discuss this any further. I hope to hear from you soon, **** ******* On 3/5/2015 I then received this email from her: ****,Well, I took some time to think before I responded. Although I don’t care to argue about it anymore, even though some of your statements are totally untrue, I believe the best course of action will be to contact the Revdex.com. I don’t think $100 of merchandise covers the turmoil that I have been through. Furthermore, after all of this, I prefer to never set foot in your establishment again. As a customer, my words should mean something in which obviously they don’t. Thanks for your time To which I responded on 3/7/2015: ********, I’m so sorry your feelings towards not even stepping foot into our store have become so strong. I would sure like the opportunity to talk to you in person or even on the phone as I feel emails just do not suffice in a matter such as this. I do take this matter seriously and your words do matter. I could offer you an even greater credit in our store, but it sounds like your mind is made up. If you would care to discuss it further, I would welcome the conversation. Please feel free to call or email me.Thanks, **** We have been in business since 1961 and by no means take complaints from customers lightly. As I am sending this response to the Revdex.com I have taken time to re-read the emails that were exchanged between the customer and myself and I still stand behind my convictions in this situation. It saddens me that any customer’s feelings towards our business could reach a point that they would say “ I would prefer to never step foot in their establishment again”, but I feel as if from the beginning we have taken care of her as a customer and her request as settlement is simply unfounded. Thanks, **** *******