A1-Manassas Cycling

I am writing to you in response to your letter dated October 10,2017, complaint ID# ***, regarding A-Cycling, IncThe customer spent almost three hours inquiring, looking, and test riding multiple bicyclesThe staff are very knowledgeable about the bicycles that we sell and will answer any questions and explain the differences between the various models so a customer can make a well Informed decision as to which bicycle fits their comfort level and riding needsThis customer made the decision, by himself, to purchase the Specialized *** *** in the cm size that he had test riddenI am attaching a copy of both the Inventory control ticket and the sales receiptBoth of these documents have the Specialized manufacturer's part number Identifying It as that specific bicycleThe fourth and fifth numbers (which I have underlined) show the Specialized model year of the bike, which Is During the multiple visits back to our store, the customer never questioned the year of the bicycleIf he had, we could have shown and explained this information to him and eliminated any of his concerns at that time.The staff member who helped the customer on his third and fourth visits Is very professional, direct, and to the point with his explanationsThe bicycle was put In the repair stand for a complete Inspection, as was done on previous visitsEverything on the bicycle was functioning and performing properlyThere was nothing wrong with the chainThe customer was asked to show how he got the bicycle to make the noiseHe showed the gear combinationThe gear combination shown was one of two cross chain combinations"Cross chaining" and shifting the chain into a different gear combination was again explained to the customer by multiple staff membersDuring the fourth visit, when Inspecting the bicycle, the staff member asked the customer how much the bicycle had been riddenThe customer stated somewhere between 65-milesDuring this inspection of the bicycle, the staff member noticed that the bike had been ridden a good bitThere were slight scratches on the drive side of the crank arm, the tires showed wear and scuff marks, and the drivetrain was dirtyAll of this showing wear and tear from the bicycle being riddenCross chaining was discussed again.The original staff member that helped the customer purchase the bicycle has worked for us for over two years and is still a current employeeHe was either working at our other location or had the day off when the customer returned asking to speak with himAll of our staff members are trained in every aspect of our policies and procedures, customer service; as well as, mechanical aptitudeAny staff member can help any customer that comes into A-Cycling.The bicycle does not have any quality, warranty, or recall issuesWe called multiple Specialized representatives and confirmed they have not had any problems with the *** *** models and have sold in excess of 10,unitsThe customer purchased a new Specialized *** *** model bicycle off of the sales floor (please see our first paragraph for explanation)If the bicycle had been a used bicycle, it would have been outside the front of the store with the other used bicycles and Would have had a price tag identifying it as used (please see the attached photographs)As per the A-Cycling Standard Operating Procedures, the bicycle was checked out completely before the customer test rode the bicycleWe again completely checked the bicycle before the customer took it home after he purchased itThe bicycle was in perfect working condition with no flaws, damage, blemishes, or functioning issuesWhenever the customer brought the bicycle back into the store, it was given a complete inspection with multiple mechanics inspecting the function performance of all the equipment and nothing wrong was found.The "depreciation fee" the customer mentions is actually a restocking feeThe restocking fee amount on bike returns is dependent on the condition of the frame and components at the time of returnThis restocking fee covers our losses from the maintenance and repairs needed to insure the bicycle is again in proper operating condition before being sold as a used bicycleThis is clearly explained in the attached "A-Cycling Store Policies" poster (#5) that is predominantly displayed at the cash register CounterUsed bicycles are clearly advertised and sold as used bicycles (please see previously mentioned attached photographs)The customer may have misinterpreted one of the other store policies as we are not sure where the 30% that is mentioned came from.As stated in our original response, the warranty information is tracked in our database since the warranty is only offered to the original owner and not solely to the bicycle.During every interaction with the customer, we tried to explain that the issue he was describing was because he was trying to ride the bicycle with the chain in one of two "cross chaining" positionsThese positions can cause rubbing noises, possibly the chain falling off, and premature wear of the chain and sprocketsEach time, the bike was inspected and we showed him on the bicycle that the gears were adjusted and operating properlyIn addition to the solutions offered in our original response to the customer, we have included one moreThe original solutions to work together to resolve this issue are; if the customer prefers, We can give a refund as per our store policy which is the value of the bicycle at the time of returnOr, we can give a store credit as per our store policy, towards a different bicycle if he is not happy with the *** *** that he purchasedThe store credit would be the value of the bicycle when it is returned applied to a store gift card to be used towards whatever the customer prefers...a bicycle, parts, accessories, or service at A-CyclingOr, we can also review the initial purchase orientation of the bicycle again with him to try to clarify any misunderstanding of the workings of the bicycle that he may haveWe stand behind our store policy of lifetime free service adjustments to try to make the customer more confident with his existing bicycle.The customer can also consider the following new solution to resolve this issue; bring the bicycle to our other location and the staff can work with the customer to try to help him feel more comfortable with his bicycle and its operationsWe can put the bicycle in a trainer and the customer can ride it in the store with the staff helping him, as he rides it at varying speeds changing into the different gears, to become familiar with the proper gear shifting of the bicycleIf this solution is agreeable, please let me know what day and time the customer would like to come in and we will arrange itAs a bicycle rider, I can appreciate his frustration in not feeling confident riding his bicycle and we would like to help him become more comfortable and enjoy his riding experience.Once again, thank you very much for your help and time in trying to resolve this issue.Sincerely,Keith G***A-Cycling

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: There are main reasons why I can't accept the solution you have provided so far.First,on the first day in the shop,I was convinced by the salesman that the bike was the latest model of 2017,and therefore no discount on that bike.I ended up chosing diverge,but not the sirrus carbon hybrid,which one is dollars cheaper,because the salesman told me that the diverge had the most newest species and was much better than sirrus.However,when I got home,I found out that the bike was from last year 2016,and I felt cheated.I came back to the shop a couple days later for two reasons,the first reason was that I wanted to talk about the year of the bike,and the second reason was the chain rub.I didn't find the same salesman on that day.The salesman who served me was rude,showed no patient.He did nothing to fix the chain rub.He couldn't understand the situation,and I was told by him that the salesman who served me on the first day didn't work there anymore,so I couldn't talk to him.I felt very helpless and depressed. Second,the bike has quality problems.The problems are not only the chain rubs,but also the chain sometimes fell off from the chain ring.Maybe I just have bought a restored bike,and I could never know.Although this is not easy to be proofed,I did go to them many times in order to fix the problems of the chain rub and the falling off of the chain. Third,they want to charge me 30% depreciation fee and explained that the money is for the restoration,so they can sell the bike as a new bike again.I don't agree with that because I don't want the next buyer be cheated and get hurt like me. Forth,A good business shouldn't be manipulative,shouldn't have torn off anything from the bike,especially the sticker that shows seller's information and lifelong warranty,shouldn't have threatened a customer not to come again after he paid the money In conclusion,no matter for what reason they did that to me,for revenge or for whatever,the shopping experience in A1-Manassas-Cycling which is located in *** *** **, Manassas turns out to be a nightmare for me.Regards,
*** ***

I am writing to you in response to complaint ID#[redacted] regarding A-1 Cycling, Inc. The customer came into A-1 Cycling's Manassas location on August 27.2017 and spent almost three hours inquiring, looking, and test riding bicycles. He eventually decided to purchase the Specialized [redacted] in...

the 56 cII size. Please see the attached copy of the sales receipt. He persistently asked for a discount on the bicycle even as our staff continually told him that we do not randomly discount our bicycles. The A-1 Cycling staff member repeatedly told the customer that the only time bicycles are discounted is when they are put on sale and marked appropriately on the sales floor at both of our locations. After an extended period of time, the staff member offered to sell him a water bottle cage at 50% off as a goodwill gesture. The customer appeared to be satisfied and left the store with the purchased bicycle.The customer returned to the store a few days later. He again started asking for a discount on the bicycle that he had purchased. The customer never mentioned any problems regarding the bicycle. He told the Service Manager, who has worked for us for 26 years, that the staff member he purchased the bicycle from told him he could receive a discount. The Service Manager told him that we do not discount bicycles, but that he would ask the staff member that had helped him what he had told the Customer. He called the staff rueuber and the staff member confirmed that he absolutely did not tell the customer the bicycle could be discounted. The staff member had told the customer the total opposite, that we do not discount random bicycles, This was clearly explained to the customer when he purchased the bicycle. The customer then asked our Service Manager about the return policy of A-1 Cycling. Please see number five on the attached “A-1 Cycling Store Policies' poster that is predominately displayed at the cash register counter in the store. It clearly states that "Bike returns that are not showroom quality are subject to restocking fees dependent on condition of the frame and components during return.” The bicycle had obvious signs of wear and could not be sold to anyone as new any unore. The customer then started ranting about how the bicycle was defective and he wanted a full refund. Before any bicycle leaves the store, either or a test ride or when purchased it is given a complete and thorough inspection of all adjustments and proper functioning of all parts. The customer stated that the gears were grinding and rubbing. The Service Manager put the bicycle into the repair stand and performed a full inspection of the bicycle. After finding that everything was in proper working condition, he tried to explain that the rubbing he was experiencing was caused by what is called "cross chaining." This is when a rider has the chain in a position on the gears that it is not designed to be in (chain on the furthest inside gear on the front and the furthest outside gear on the rear OR chain on the furthest outside g aT on the front and the furthest inside gear on the rear). This will cause the rubbing or grinding noise the customer described and eventually causes the chain to prematurally wear out. As for the chain falling off, there are many possible causes for this to happen. Some of the causes can be from the derailleurs coluing out of adjustment through riding, which is why we have a "Lifetime of FREE Adjustments" included on every bicycle that we sell. Also, if a rider is riding with the chain in a "cross chaining" position, it is much easier for the chain to fall off. The customer eventually left the store with his bicycle.Ora Saturday, September 16,2017, the customer returned to A-1 Cycling with a woman. He again started demanding that he wanted full refund of the purchase price for his bicycle. The Service Manager, cally and accurately, explained the return policy and that the bicycle showed obvious signs of wear and that the bicycle was not in showroom condition and we could not resell it as new anymore. He explained that we could give him a refund minus a restocking fee. The customer may have misinterpreted one of the other store policies as we are not sure where the 30% calue from. The woman that was with the customer stated that anything other than a full refund would be unacceptable and we will see you in court. The customer and the women took the bicycle and said "f** you" to the Service Manager, Of the way to the front door, as they passed another staff member that was helping a father and two young children, they looked at the staff member and loudly said "f[redacted] you' as they continued to exit the store.There is no "warranty sticker" on the frame. We have a "shop sticker" that we put on all our bicycles for advertising purposes, but the warranty information is tracked through our computer database since it is offered only to the original owner and not solely to the bicycle.We called Specialized, the manufacturer of the bicycle, and inquired about any safety or product recalls or service notices on the Specialized [redacted] models. They told us that there were no issues with this model and that it is one of their better sellers, with well over 10,000 sold.A-1 Cycling has been in business for over 37 years and we pride ourselves on treating people fairly and honestly. We feel that the customer is being unreasonable requesting that we can give a full refund for a bicycle that has been ridden and worn to the point that we cannot put it back of the sales floor and sell it as a new bicycle for full price. We have been upfront in explaining and showing all of our customers the policies of Al Cycling. At the time of purchase, we always give a full orientation of the bicycle functions and operations for the rider's safety and enjoyment. Please see the attached copy of the Buyer's Checklist that the a initialed, signed, and dated after the orientation was presented.We stand behind our store policy ? lifetime free service adjustments to try to make this customer fore confident with his existing bike. We can also review the initial purchase orientation of the bicycle again to try to clarify any misunderstandings of the workings of the bicycle that he may have. If the Customer prefers, we can give a refund as per our store policy which is the value of the bicycle at the time of return. Or, we can give a store credit as per our store policy, towards a different bicycle if he is not happy with the [redacted] that he purchased. The store Credit would be the value of the bicycle when it is returned applied to a store gift Card to be used towards whatever the customer prefers...a bicycle, parts, acces or service at A- Cycling.Thank you for your help and time in trying to resolve this situation.Sincerely,Keith G[redacted] A-1 CyclingAttachments