Apex Cycles & Service

Review: I ordered a bicycle from this shop on April 4th, 2016. Right off the bat there were issues— they had moved locations from downtown to a warehouse located behind the Solano Park family/grad student housing community and had not updated all of their address information.

I arrived and spoke with the owner, [redacted], and ordered my bicycle and accessories. I paid a 50% deposit on the bike and was informed it would arrive in 4-5 days.

I did not receive any call in 5 days, but I figured I would give it a little longer since I know that manufacturers can sometimes lag a bit when sending out orders to shops. After 7 days passed, I tried to call but no one answered. I showed up to the shop to ask about my bike. There was an older gentleman in front of me, who started aggressively complaining to an employee that he had seen someone riding his consigned bicycle around downtown, and that he wanted to know where his other bicycle was— which the employee could not locate. It was a very awkward situation which did not put me at ease. The employee informed me that [redacted] had not sent them a shipping confirmation yet.

I continued to try to call and show up but no one was ever at the shop or answered the phone. Finally, on April 21st the owner texted me explaining that they had some issues concerning their move, that [redacted] tried delivering the bike to their old location and when they saw it was closed they closed their account. He told me he would be fixing this soon and offered me a 10% store credit on the price of the bike.

After two more weeks of not receiving responses from him when asking when the bike would arrive, I asked for a refund.

He messaged me back the next day and said that "Refund has been intimated and should be credited to your account within the next 3-5 business days."

As I am writing this, it has been 6 business days (9 calendar days) and I have received no refund or proof that one has been initiated, and I have not received a response to yet another message.Desired Settlement: The obvious immediate resolution to my issue would be a refund.

However, I believe that [redacted] and APEX Cycles requires a total overhaul of their business practices. I understand [redacted] now has a full-time job in Sacramento— he should either transfer full duties of running the shop to a capable manager or sell it. At the very least, do not take orders you cannot fulfill and do not avoid your clients' communications for weeks at a time. It is a shame, because I heard this shop used to be great.

Review: Apex Cycles & Service performed a routine maintenance tune-up on my bicycle that resulted in damage to the left Shimano LX shifter.

This complaint involves an older model Specialized Stumpjumper bicycle that received a routine maintenance tune-up at Apex Cycles & Service in May, 2013. The bicycle is ridden on a regular basis and was in good working condition prior to the tune-up at Apex. During the course of the tune-up, the bike shop owner recommended that the left Shimano LX shifter be replaced as it did not provide shifting for the middle chainring. Because the shifter had worked fine for my mostly flat rides, I decided not to have it replaced. The tune-up was completed and bicycle returned. Upon riding the bicycle for the first time following the tune-up, I attempted to shift gears using the left shifter. The shifter lever was extremely "wobbly" and unstable. I stopped the bike and the shifter (literally) fell apart into pieces. The bicycle was returned to Apex Cycles & Service along with the shifter parts in a plastic baggy. After explaining what had occurred, the business owner failed to accept responsibility for the bicycle's condition and stated that the shifter was in the same condition as received. After some discussion regarding the condition of the shifter prior to the tune-up, the bicycle shop owner offered to replace the shifter with another Shimano LX shifter, stating, "I will replace the shifter with another LX shifter." There was no mention of any cost that would be associated with replacement of the broken shifter. There was no estimate, either written or verbal, provided for replacement of the broken shifter. When my husband arrived the next day to pick up the bicycle, he was asked by Apex's owner to pay $71 for replacing the Shimano LX shifter with a Shimano SLX shifter. When my husband questioned the charge, the owner offered him two choices: pay the $71 or he would remove the replacement shifter. Under the circumstances, we opted to have the replacement shifter removed. The broken LX shifter was re-installed as best it could be, considering its poor condition. The shifter no longer works, is missing parts, and will have to be replaced. We are truly disappointed in the service that we received from Apex Cycles & Services. We are also extremely disappointed in the owner's response to our concerns. He failed to take responsibility for the condition of the bicycle following service at his shop and was inaccurate in his account of the shifter's condition prior to the tune-up. We cannot recommend this business based on lack of competency and poor customer service. Desired Settlement: $71 to have Shimano LX shifter replaced at a reputable bicycle shop

Business

Response:

Business' Initial Response

2 bicycles were brought in for needed maintenance via a discount coupon (Groupon, nearly 500 sold) they purchased online. Bicycles were scheduled and when the repairs began, I noticed a few things that were wrong with the bikes that were not covered by the tune up. I called to notify them of the issues with the bikes. One (her husband's) was in need of a deep degrease of the shifters and was recommended for replacement as the degrease would only be a temporary fix. He declined the replacement as he would see how long the included temporary fix would last. The other bike, an older (approx. 20 years) Specialized Stumpjumper had a non functional front/left shifter. After speaking to her husband and letting him know that the shifter was BROKEN and needed to be replaced, he transferred me to his wife since it was her bike. I reiterated that the shifter was broken and needed to be replaced in order to have full function over the gears. She asked the cost of the replacement to which I gave 2 options. $29.99 for a basic replacement, or $59.99 for a comparable quality and series. I also notified her that there would be no extra labor charge as it would be included in the tune-up. She didn't see the point in replacing the shifter with one of lesser quality, and did not want to spend the $$ to replace it with a comparable one. She then asked if any of the gears worked and I told her yes, referring to the other shifter as that was returned to full function in the tune up. Again, I pressed the issue that the front shifter was BROKEN and needed to be replaced. She declined as since where she lived was flat, there was no need at this point and would like to replace it with the more expensive comparable one at a later date. Bikes were picked up.

Fast forward a week and she returns with her bike and a gentleman that I found out later was her father. Visibly irate, I proceeded to try and clear up any confusion. She was angry that her front shifter was broken, and not working. I replied that I had remembered calling her and explained that it was broken and needed to be replaced. I told her I was surprised that she did not want to replace it considering it was broken. She insisted that it was fully functional when she brought it in, to which I explained that it was not. We went back and forth a few times until I stopped her and asked "What would you like to do? Do you want me to order you a new shifter?" She said yes, then I proceeded to ask which shifter, and she said the comparable one. I told her to come get it the next day. Shifter comes in and I install it along with a new ($10) brake lever that I discounted 50% (charged her $5) because it was an integrated unit that is no longer made and not compatible with the newer shifter. I also included a new shifter cable and housing free of charge. This was in addition to waiving my regular labor charge of $25 to install and tune a shifter. I figured it would have been included in her tune up a week ago so no need to charge her even though I told her on the phone originally that if she came after the fact that there would be a separate charge. Her total came to just over $70 w/ tax. When her husband came to pick it up, I explained what I did and what problems I took care of. He appreciated The work but when I mentioned the "Settling the tab" he became confused. He was not aware of any cost associated with the repair. I explained that the price of the shifter and brake lever constituted the bill's entirety. He then asked to call his wife. I went inside to assist another client waiting for me. He came in obviously agitated and insisted that I perform the replacement for free. His wife was under the impression that I would "make things right" (his words not mine). I asked if that meant doing the work for free. He said yes, that I should do it for free and that they would "forget everything that had happened". I told him that I never said I would do it for free or offered to "make things right" by them. I had asked her what she wanted and complied. She never insisted that it be free of charge, only to order that specific shifter and install it. She knew the cost prior via our conversations over the phone when discussing her options. This did not sit well with him as he demanded that I not charge them and threatened me with "hammering me and my business with everyone he knew and every online review site". That was when things changed for me. I asked him, "Are you threatening me with bad reviews if I don't give you the parts for free?!" His reply was a simple "Yes, I don't see how its worth it for you not to?" Mind you, this was all in front of another customer. Then he went on to berate my business about how it wasn't going to last and how I'd be gone within a year. (I've been open and steadily growing since 2006. Not bad for a 1 man operation especially considering today's economy.) I told him that I didn't appreciate being threatened, and that he has 2 options. Pay the $$, or I'd put his broken parts back on and he could be on his way. He then called his wife again and after a short conversation, he came in and one last time demanding that I leave the parts on for free and they'd "forget the whole thing". I reiterated either pay or go somewhere else. He then shoved the bike at me and said, "Fine, take it off." I removed the new parts, and remounted the broken shifter and reconnected the old brake lever. This was all in front of other customers who were appalled at his behavior and commended me on how I handled myself. Honestly, I should have just called the police and had them come out as I felt threatened and he was trying to intimidate me into getting what he wanted. After discussing this with the local police, this qualified as attempted strong arm robbery to which I have 2 whiteness. Feel Free to contact me with any further questions.

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

I want to thank the Revdex.com for intervening on our behalf and the owner of Apex Cycles & Service for taking the time to respond to our complaint. The response from Apex Cycles & Service contains both accurate and inaccurate details. There are also omissions. The owner never addresses the fact that the front left shifter literally fell apart into pieces the first time the bicycle was ridden after service at Apex. He also doesn't mention that it was necessary for my husband to return his bicycle to Apex a few days following the tune-up because the front brake mechanism had not been re-assembled completely, posing a safety hazard.

Apex Cycles & Service wrote: The other bike, an older (approx. 20 years) Specialized Stumpjumper had a non functional front/left shifter. After speaking to her husband and letting him know that the shifter was BROKEN and needed to be replaced, he transferred me to his wife since it was her bike. I reiterated that the shifter was broken and needed to be replaced in order to have full function over the gears.

It is an older bike but was higher end at purchase and has received periodic tune-ups. There is no doubt the front left shifter worked prior to the tune-up. The bicycle is ridden and shifter used on a regular basis. Whether there was "full function over the gears" I don't know. I do know that, prior to the tune-up at Apex, when I used the shifter to shift gears, it worked, was not unstable and wobbly, and had never fallen apart. Because the shifter functioned fine for my everyday (around town) rides, I didn't feel the need to have it immediately replaced.

Apex Cycles & Service wrote: She asked the cost of the replacement to which I gave 2 options. $29.99 for a basic replacement, or $59.99 for a comparable quality and series. I also notified her that there would be no extra labor charge as it would be included in the tune-up.

The bicycle shop owner provided two options but at higher cost than he reports in the response: $39 for a replacement shifter or roughly $80 for a shifter of comparable quality and series. There was no mention whether labor charges would or would not be included in the tune-up. He did mention that the brake lever would have to be replaced because the original shifter and brake lever comprised one unit and that he "could probably find a brake lever around the shop" to use. Again, because I hadn't had any problems shifting with the front left shifter, I opted not to replace it at that time.

Several days after picking up the bikes, my husband and I discovered that the front brake assembly on his bicycle had not been completely re-assembled following the tune-up, rendering the front brake unusable. My husband returned the bicycle to Apex and the problem was corrected.

Apex Cycles & Service wrote: Fast forward a week and she returns with her bike and a gentleman that I found out later was her father. Visibly irate, I proceeded to try and clear up any confusion. She was angry that her front shifter was broken, and not working. I replied that I had remembered calling her and explained that it was broken and needed to be replaced. I told her I was surprised that she did not want to replace it considering it was broken. She insisted that it was fully functional when she brought it in, to which I explained that it was not. We went back and forth a few times until I stopped her and asked "What would you like to do? Do you want me to order you a new shifter?" She said yes, then I proceeded to ask which shifter, and she said the comparable one. I told her to come get it the next day.

It's unfortunate that the business owner feels the need to describe a customer as angry and irate when they return to his shop seeking help for a valid concern. I approached the problem with an open mind and was truly surprised by the lack of concern on the part of the owner when I showed him the shifter in pieces. I also felt intimidated by the owner's abrupt manner and tone in dealing with the issue.

During our conversation, I did not state that the shifter was "fully functional," only that, prior to service at Apex, the shifter was functional to the extent that I had not experienced any problems shifting gears, the shifter was stable and not wobbly, and the shifter had never fallen apart into pieces. I held up the bag of shifter parts and asked him if this was the condition of the shifter prior to service at his shop to which he replied, "Yes." Not long after, Apex's owner stated, "I will replace the shifter with another LX shifter." He did not ask, "Would you like me to order you a new shifter?" There was no mention that there would be any cost associated with replacing the shifter and, unfortunately, nothing in writing to clarify the terms. Before leaving, I asked the owner if he would like me to fill out any paperwork, at which time he provided a blank work order that I filled out with my contact information. The owner did not write an estimate on the work order while I was present or ask for approval of costs. The only estimate I received was the initial estimate by phone, which I declined.

Apex Cycles & Service wrote: Shifter comes in and I install it along with a new ($10) brake lever that I discounted 50% (charged her $5) because it was an integrated unit that is no longer made and not compatible with the newer shifter. I also included a new shifter cable and housing free of charge. This was in addition to waiving my regular labor charge of $25 to install and tune a shifter. I figured it would have been included in her tune up a week ago so no need to charge her even though I told her on the phone originally that if she came after the fact that there would be a separate charge. Her total came to just over $70 w/ tax.

I appreciate that Apex discounted the brake lever, provided a new shifter cable and housing free of charge and included the labor fee.

My husband's account of his experience picking up the bikes is very different than the owner's in terms of what occurred and what was said. However, if my husband expressed his frustration with the service provided at Apex Cycles & Service in a way that caused the owner to feel threatened in any way, I truly apologize. This was certainly not his intention.

The bottom line and reason for this complaint is that we received poor technical and customer service at Apex Cycles & Service. Regardless of the shifter's function prior to the tune-up at Apex Cycles & Service, the fact remains that the shifter literally fell apart into pieces the first time the bicycle was ridden following a routine tune-up and that Apex Cycles & Service has been unwilling to accept any responsibility what-so-ever, as is apparent in the owner's response. The fact also remains that it was necessary to return my husband's bicycle to the shop after tune-up because the front brake assembly was only partially re-assembled (and not functional), posing a safety hazard.

We support our local businesses and are disappointed that, based on our poor experience, we cannot recommended Apex Cycles & Service.

Again, I'd like to thank the Revdex.com for assisting with the complaint and the owner of Apex Cycles & Service for taking the time to respond. I'd also like to thank Apex for installing and removing the replacement shifter at no cost. We're all neighbors in our small town and it's really unfortunate that there were so many communication problems and so much frustration for both parties involved. Although I don't accept Apex Cycles & Service's response, I'd like to withdraw my request for $71 in order to put this experience behind us.

Review: On august 28,2013 my wife AND DAUGHTER AGREED WITH [redacted] FROM APEX CYCLES TO PACK AND SHIP HER mint condition bike from their store in uc davis to our home in carlsbad.WE PAID extra for damage insurance at a total of $110.96 to include ship and insurance. This mint condition red bike was to be sent Fed Ex Ground. When the box arrived on september 10,2013 I carefully opened the top of the box and saw that this is not our bike, but I didnt take it out of the packaging and kept everything intact and taped the top of box back up. When I called [redacted] from Apex cycles he said that the bike went to [redacted] by mistake and that there bike came to us. He said a fed ex call would be sent to us for pick up and that I would get my bike back undamaged.So we trusted him that all would be good and that his reputation would back up his terrible mistake.So we sent the wrong bike back to ohio in perfect shape and packed well and our came back from ohio a mess. It was not shipped right or packed right And [redacted] should be responsible to honor his mistake. WHen I called him he said he would file a claim with fed ex and that he would stand behind and take care of my daughters damaged bike. I sent him photos of the badly damaged fenders, messed up entire paint job to bike, and ruined tire. He asked me to take it to my local bike store which I did that I have know for over 30 years to get a estimate of the damage and send him the bills. He kept saying that he filed a claim with fed ex and hoped to settle soon. We sent him the bills that came to $400 to cover the new fenders, parts, tire, labor from the el camino real bike shop in encinitas ca and also needs repainted from CYCLART included in bills. This doesnt even include the wasted payment I made for proper shipping and he wont even honor my insurance damage that we paid extra for at the time of shipping. AS Of 1/08/2014 I verified with fed ex he has never opened a fed ex claim on this bike. He has lied to us with unfair business practice.Desired Settlement: WE would like a settlement of $400 to cover my daughters Bike that she should not have to suffer with. I will waive the initial ins and shipping charges if I receive this payment within 14 days. Therefore I would like a check for $400 to cover all damage and repair. I paid for insurnce and he has not honored nor filed any claim with fed ex as he stated repeatedly over the past 5 months. This is totally unfair business practice and must be resolved !