BikeBerry.com

Thank you for your response and I apologize again for the issueI do apologize as per our Terms of Use policy on our website, errors in pricing are subject to correctionWe assure you that this was not intentional and was strictly an human error made on our end

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I appreciated your help with getting them to respond to my requests but it is almost months after my purchase and I am still waiting for parts without which I can’t assemble the bike. I am still having problems with contacting bikeberry. I sent a email asking when they would be shipping the parts paid for so long ago and they sent one back after a couple of days asking what they still owed me. I called and was put on hold for more than an hour until I hung up, twice. I wrote them a snail mail letter mailed 7/5, still no response. This is hardly the resolution I was looking for. You know part of the reason I did business with them in the first place was because you give them a AAA rating, my experience makes me wonder how they earn this and how you can stand behind this rating. Please feel free to contact me at any ***e regarding this, ***, ***(only phone and is a landline). As far as I am concerned there is absolutely no acceptable excuse for not shipping everything they owe me immediately. Since we are addressing issues lets do these also. I purchased a replacement sprocket, the one they sent was made for a smaller bike, the plates were not interchangeable. You sold me disk brakes front and back, plus brackets that come with no instructions. Then I asked for the torque specs, and was told they were NA, how can you sell something like this with no instructions? Of course that really isn’t surprising, I suppose it is possible it is on the instructional dvd that comes with the kit. You know the one that wasn’t in there and was never sent despite a request. Maybe it is just a coincidence that after I tried to raise this issue that I was left on hold until I hung up.After the first ***e you helped me I spoke with someone and had the impression this was all taken care of, I don’t want to argue about this anymore. Either give me what you owe me or I am going to box up all these parts that have been sitting on my floor and ship the whole thing back. If you could convey that message, I would appreciate it
Regards,
*** ***

Please find attached Warranty PolicyThe bike that the customer purchase has a day warranty against manufacture defectsAs a courtesy, we have offered to extend the warranty to start from the time of re-delivery from the repair center.The customer has since refused re-delivery of the bike so a return is currently being processed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Manager has offered to speak to meUntil that happens, this issue isn't resolvedHe left a voice mail - his call has been returnedThank you]
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***Hello, I tried to submit my response online, but for some reason I could not, the program would not let me type text into the “body.” Nevertheless, I called the Revdex.com, was provided your email address, and was instructed to send my emailed response directly to you. Therefore, please note, I accept the business's response to resolve this complaint and please feel free to share my response with BikeBerry.com. If I need to do anything else, please let me know! Thank you so much for your help, I wish I hadn’t needed to involve you, but I feel very happy that I did. I know buying online is risky, but the fact that BikeBerry.com had the Revdex.com logo with an active link on their website gave me confidence and I felt secure making the purchase. Therefore, if your logo wasn’t there, and if it wasn’t active, stating accreditation, I wouldn’t have made the purchase. Thanks again for your help! *** *** *** *** *** *** *** *** *** *** *** *** ** *** Office: ***Cell: ***Fax: *** Please consider the environment before printing this e-mail. Visit us at our website: ***The information contained in this electronic message is intended only for the use of the individual or entity to which it is addressed and may contain information that is privileged, confidential and exempt from disclosure under applicable lawIf the reader of this message is not the intended recipient, you are informed that any dissemination, copying or disclosure of the material contained herein, in whole or in part, is strictly prohibitedIf you have received this transmission in error, please notify STV and purge this message

I'm very sorry that you are unsatisfied with the length of time for the refund processOur records indicate that the order was placed on 7/6/On 7/7/15, the order was sent to our fraud prevention department for reviewOn the same day, our fraud department flagged the order as a potential fraud, indicating that there were multiple past fraudulent orders originating from the shipping address provided. On 7/9/15, we had attempted contact via the phone number on file, however our records indicate that when we had reached someone on the line, the person had hung up on our customer care representativeWe had made multiple attempts to contact the cardholder up until 7/16/15, at which time the order was canceled and refunded

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The bike is the process of being repairedI agreed to this with the understanding that the repairs be completed to my satisfaction, any defective parts be replaced, and a new set of keys be providedIn addition, it should be noted that when I first contacted the seller about the scratches on the bike, I was offered a new panel - this was later rescinded by the manager, and I was told this wasn't availableThe damage to the rear rim also cannot be replaced because the seller has said that the rear wheel assembly is actually the entire motor for the bike - I'll have to accept this along with the damage to the side panel, and rear carry rack. Since the charger became so hot, it raises concerns the battery may be defective The seller has also acknowledged the wrong color was sent, and that I will not be responsible for any return shipping charges or restocking feeThus far we've agreed that if the bike is repaired and I decide to keep it, I only have to do so provided the bike will also be discountedThe seller indicated it would cost a substantial amount for return shipping fees, and consenting to accept the wrong color bike, repaired as much as possible (scratched panel, carrying deck, and scraped & pitted rear rim not replaced or repaired) will be taken into consideration. In addition, the bike was intended for as a gift for a special occasion that's passedIn lieu of these issues, if I keep the bike it must include a substantial reduction in price, and a month guarantee against any further issues, including the battery and motorThe seller must agree to fund 100% of any repair, replacement parts, and shipping feesIf this isn't acceptable I may return the bike within year at the sellers expenseI ask this because we live in the Midwest and the bike will be stored for several months due to seasonal weather that will make it unusable until the Spring. All I'm waiting for is the repaired bike to be returned, a refund offer, and agreement to a one year guarantee as statedThe settlement agreement should be put in writing by the seller It can be emailed to me at this address at the sellers convenience*** or through the Revdex.com if preferredI greatly appreciate the seller working with me, and the efforts of the SD Revdex.comI hope to have this closed asap. Best*** * ***

The
scooter is now fixed and all concerns have been addressedThe scooter is ready to be returned to the customer, however, for the past weeks we
have made multiple attempts to contact the customer at her phone number on file: ***. We have not been able to reach you by phoneWe have also tried to contact her via email and are still pending a response***- please contact me at your earliest convenience at 1800-317-x*** so we can make arrangement for the bike to be returned and also provide you with a partial refund and extension of warranty coverage

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
This is Mr***s version Yes, I had no basis to trust him after he made a verbal offer for a refund over the phone, refused to respond to many, many, request to put the offer in writing (see previous correspondence though Revdex.com and my direct emails), and then denied making itI refused to arrange for delivery from the repair shop until I had a price settled with MrLinThe actual cost of the refund I expected, based on his own quote for shipping he would save if I kept the bike was $+ $for the minor repairs he offered in addition to the shipping fee (he refused to make the more costly repairs needed to restore the bike to new condition.) Therefore the refund I expected was $- very reasonable considering the error in color, damages, and inconvenience this caused due to the fact the bike was purchased as a gift for a family memberIf he had stood by his offer, I would've readily accepted delivery - and Mr*** knew this.Because he back peddled on the amount of the refund he initially made and refused to put anything in writing, I cannot trust him, and I refused to cancel the dispute In lieu of this, I offered direct payment of the renegotiated price we agreed on via a cashiers check or charge card - which he refusedOnly cancellation of the dispute to release full payment to him, and then trusting him for a refund would sufficeAlso because I cannot trust him, I made it clear that a notarized statement wasn't optional, and gave him ample opportunity to provide itHe called and left a voice mail, which I still have, letting me know it wasn't 'cost effective' (actually it's commonly free of charge at any bank you have an account with) , and he considered it unnecessary to begin withSince he refused payment, and a simple notarized statement, I had no alternative but to close my offer.I'm afraid he naively thought he could play his games indefinitely , and was caught off guard when, after eight weeks of trying to settle this, he lost the opportunity to sell the bike Mr*** then demanded shipping and 'restocking charges' for his bike, which I refused, but said I would accept an exchange for new undamaged bike in the color originally ordered - and I implicitly stated I would pay full price for it Mr*** said it's not available, didn't offer to exchange it when a black bike became available, or ask me to consider another colorSo, this offer is now closed because he has declined an exchange.Clearly, since Mr*** has realized his own decisions and 'take-it-or-leave-it" attitude has cost him the opportunity to close the sale for the the bike he shipped, he's been busy trying to make it look like he wanted to close the deal when it was offeredNot soThe direct refund offer and now, the notarized statement and guaranteed have only been made since he rejected my original offer to buy the bike.MrLin's refusal to sell the bike when he had ample opportunity to do so now leaves him with his bike at the repair shop which he contracted with of his own volitionTherefore, Mr*** will be responsible to pay any charges to have his bike returned to his company from the shopHe refused to sell it to me, so it remains his property and his responsibility.I feel I've made a monumental attempt to work this through with him, and acknowledge it hasn't been possible to do soAt the discretion of Revdex.com the matter can be closed as as I've already told MrLin, I have no intention of rehashing this over and over again.
Regards,
*** ***

Hello Robert,I'm very sorry that you are having issues with the mini dirt bike that you purchasedThe manufacture, Coolster (DBA Maxtrade LLC.) Offers a day warranty on the mini dirt bikesHowever, I will be happy to extend the warranty for you.Please have the mini dirt bike shipped back to us
at the following address:BikeBerry.com RMA *** *** *** ** ***Once received, the bike will be inspected and either repaired or replacedAlso, please be advised that the mini dirt bikes are not designed for heavy off road useIf the bike shows signs of extensive misuse or abuse, unfortunately we will not be able to replace the mini bikeYou may also consider upgrading to the to the high performance mini bike found here: ***These bikes are designed with higher grade components and hardware. If you would like to upgrade, please contact us directly at *** and request to have the upgrade notated on the RMA request.Best Regards,*** *BikeBerry.com

Hello [redacted], I'm sorry that you are having issues with the item you purchased. To clarify, you had purchased a [redacted] Bicycle Engine kit, a product that converts a standard bicycle into a motorized bike. I do see a number of notes on your order indicating that you are having issues...

with the engine kit that you purchased. The following are issues that we have noted on your account:1. On 6/7/16, your initial order was placed. The order was shipped to you next day on 6/8/16 via Fedex: [redacted]. The package was subsequently delivered to you on 6/11/2016. 2. On 6/15/16, a call was placed to our customer service center stating that the camshaft on the engine kit was defective. A replacement order was created and a replacement sent to you on 6/16 via USPS: [redacted]3. On 6/27/16, a call was placed to our customer service center stating that the carburetor is leaking fuel. IT was explained that this happens only if the engine is not mounted properly on the bicycle and is leaning too far in the front or too far in the back. This causes the carburetor to not be level which causes the leakage of fuel. However, as a courtesy, a replacement carburetor was sent to you via USPS [redacted]. If you are still having this issue with the new carburetor, you must dismount the engine and remount it so that the carburetor is flat and level. Please do understand that due to the nature of the product, their is a certain degree of mechanical aptitude required to install the engine kit properly on a bicycle. This is not a product that works right out of the box. It is required to install the engine properly, make proper adjustments and tune the engine for it to function properly. If the engine is not installed properly, it will not work as advertised. We are available Monday-Friday 8:30-5:00 PST to assist in answering any questions you have about the installation, however please understand that you must have a certain degree of mechanical knowledge to tackle a project of this type. If you do not have mechanical aptitude or knowledge to install the engine kit, you can return it to us however per our returns policy, a 15% restocking fee does apply and original shipping is not refundable. You may return the item to us at the following address: Bikeberry RMA [redacted]

Hello [redacted],I'm sorry that you are having these issues with your order. Our records show that your last order with us, placed on November 19, 2015 is under warranty and we will be happy to replace the parts under this warranty. A RMA has been started for you for replacement parts for 1 engine kit,...

please send the defective parts to us at the following address:BikeBerry.com RMA [redacted]583 Explorer StreetBrea, CA 92821Regarding the 1.5" Sprocket adapter, our records do show that the 1.5" adapter was ordered and shipped. If this was a mistaken order and you require the 1.25" adapter, please return the incorrect part to us for an exchange of the 1.5" adapter. As stated to you over the phone, we cannot simply send you the 1.25" adapter without you sending the 1.5" adapter back to us for exchange. . Please send the the 1.5" adapter to us at the following address:Bikeberry.com RMA [redacted]583 Explorer Street Brea, CA 92821As you will have two RMA orders with us, you may send them in one package using the following address:BikeBerry.com RMA [redacted] + [redacted]583 Explorer StreetBrea, CA 92821Once the defective parts are received, they will be inspected and replacement parts will be shipped to you free of charge. The 1.5" adapter will be exchanged for you to a 1.25" adapter. Regarding the defective parts with your customer's engine, as the order was not placed from you, we are unable to process warranty claims for you as we are only able to process warranties for the customer directly. If the customer had placed the order through Bikeberry, please have him contact us directly to process any warranty claims. Please be advised that we conduct our business in a professional manner and treat all of our customer with respect.  We do ask the same of our customers. We are happy to help you in any way that we can, however please advise that we are not able to make special accommodations for you if you continue to treat our customer service staff with disrespectful name calling and personal threats against their life.

We have arranged for a local repair facility in the customer's area, [redacted], to pick up the bike from the customer's residents. After speaking to the repair center, the following issues were resolved:1. A turn signal won't light - The repair facility found that the turn signal was unplugged at it's connector. It was plugged in and this problem was resolved. 2. One of the pedals won't fit into the socket- Bicycle pedals are reverse thread to prevent loosening while in use. The customer was simply not turning the threads in the correct direction. The problem was resolved by turning the pedals in the correct direction in the socket. 3. The air stem was also detached from the tire- We did find that there was a defect in the tire. A replacement tube has been sent to the repair facility to repair the tire. 4.  I know chargers give off heat, but this charger became so hot I singed my fingertips when I touched it.- A replacement charger is being sent to the customer for replacement. 5. Bent key- A replacement key is being sent to the customer. 6. It does appear that there were minor damages caused during shipping of the bike. We will be contacting the shipping carrier and providing the customer with a partial refund for the cosmetic scratches.

Hello [redacted], I'm sorry that you have had this issue with receiving a refund for the hoverboard that you purchased. I do see that the check has been issued and cleared. I've attached a copy of the check for your reference. If for any reason you did not receive the check or cash it, please do...

let me know and I will be happy to investigate the issue further.In response to your other concerns. Please be aware that because the item was purchased on 12/5/15, over 8 months ago, we are unable to refund your original form of payment. As such, the refund credit had to be sent to our accounting department for a check payment. As this is anspecial circumstance, check payments generally take longer than normal for processing and I do apologize for the delay. The item you purchase is not part of the recall issued by consumer products safety commission and is not a recalled item. Please see the following link for a complete list of the recalled items: [redacted]. Althought it is not part of the recall list, as a courtesy, we waived the 30 day return period as well as the 15% restocking fee. Please see the following link for details on our return policy: http://www.bikeberry.com/returns-policy

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find this resolution satisfactory to me. This business has performed this action and I consider this complaint resolved.
Regards,
[redacted]

Hello [redacted],I'm terribly sorry that you have had this experience with Bikeberry.com. In reviewing your case, I do see that the following [redacted] tracking number associated with your order, [redacted], does indicated that the package was delivered to you on 5/13/16 at 1:56PM to the following address:...

[redacted]For complete details of the tracking, please see the following link: [redacted]I do understand that you had contacted us to indicated that the package was actually not delivered as indicated by tracking and a subsequent [redacted] trace was started via trace# [redacted] and a [redacted] claim was opened: [redacted]. During the claims process, the [redacted] terminal that delivered the packaged is contacted and then the delivery driver is contacted and interviewed. Unfortunately, [redacted] has declined the claim, indicating that the package was delivered. I understand that a police report was requested, please understand that this does not admit guilt in any ways and merely gives us additional information to provide to [redacted] for them to approve the claim. As the package was delivered, it is likely that the package was stolen from and therefore a police report is justified and should be filed. Again, please provide us with a copy of the [redacted] claim as soon as possible so that we can resubmit the claim with [redacted]. Once approved, as you wish, we can refund your order in full.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offe

Hello [redacted],Thank you for taking the time to speak to me over the phone. My investigation found that the reason for these issues is that although we do in fact have record of your phone calls and orders, the problem existed with the address we had on file for you. On 5/15/15, we did process an order...

for you for gaskets, however it was shipped to an old address you had on account with us, which was [redacted]. The following is the USPS tracking number for that shipment: [redacted]. That package was subsequently returned to us. I have notated the correct shipping address for you at [redacted] and have shipped to you the replacement parts. Also, as a courtesy for the issue and as an apology for the inconvenience, I have also included the entire top end of the engine for you. This includes the cylinder body, cylinder head, piston, piston rings, piston pin, piston clips and all the gaskets. The following is the tracking number for the replacement shipment: [redacted]. The package was also upgraded to USPS Priority mail shipping so you should receive it very soon.Thank you again for the opportunity to resolve this issue for you. If you have any further concerns, please do not hesitate to contact me directly at [redacted] x[redacted].Best Regards[redacted]Bikeberry.com

Hello [redacted],Thank you for the message and I apologize for the on-going issues with your order. Our records show that your order was shipped in full via the following tracking numbers:Fedex: [redacted]Fedex: [redacted]USPS: [redacted]USPS: [redacted] Due to the length of time since the purchase, it is very difficult to audit our records to find this discrepancy. As a courtesy, we will send the parts that you claim to be missing free of charge. The following are the items that are being sent:1x Sunlite 9 function multi-tool1 x Digital Speedometer1 x JNM Vibration Motor MountAs well, I have upgraded your shipping to expedited Priority mail. The following is the USPS tracking number for this order:[redacted]