Initial Business Response /* (1000, 6, 2015/07/22) */
Sometime during the Month of May, a customer came into the Avenue Bicycle Station seeking an estimate for a bicycle she purchased onlineThe customer appeared to be upset with her purchase and stated, "I got ripped off on Craiglist", Upon
informing the customer of the cost of repair she inquired as to what cycles were available for sale for approximately the same price
I inquired with the customer as to what type of cycling she was interested inThe customer replied in a curt manner that she may want to ride plus miles(Distances of this nature most often require a road style cycle of which I did not have to show) I did, however recommend a comfort style cycle and proceeded to show her a few in stock
The customer selected one of the cycles after a brief discussion was conducted about accepting her cycle in tradeWhile I do not recall telling her the exact sale price, as the cycle was on a top rack and I could not read the tag, however may have told her the price was between $150,and $I do recall the trade in value, however of $Upon gathering the cycle's pre-pared paper work which reflected the cost of the cycle as being $The customer exclaimed that the price I gave her was different as she had computed in her head a price approximately $135.00, I showed her the paper work that I had reflecting the sale price of $175.00,
The customer proceeded with the purchase of the cycle less the $trade in and sales tax(Noting she did not take it for a test ride) Her Credit Card was processed at which time she stated, "I don't want to do business with you"I refunded her Credit Card expecting her to leave with the cycle she brought inInstead the customer asked about the cost of fixing the front flat tiretold her the cost of the tube would be $plus tax and labor of $The customer
asked if it needed a tube to which I told her I didn't knowIf it didn't need a tube it would not be replaced, however there would be a $labor feeAdditionally, fixing the flat would still not make the cycle safe to rideI asked if I could call her to let her know of my finding to which she stated, "No" and subsequently left the store, leaving her cycle behind
A couple weeks later, (now towards the end of May first week or so of June) and on a Saturday, the customer returned to the store asking what cycles are available, I showed her what comfort cycles I had The customer asked about the difference in frame sizes for women's cycles, I told her I didn't see much difference, (due to what cycles I do see in the store) although there are
different tire sizes, The customer began to berate me that I was misleading customers by telling them there is no difference in frame sizes when it comes to women's cyclesThe customer then proceeded to take one of the cycles shown to her out the door for a test ride and stated, "You're a racist" to which I stated, "You don't need to go there" to which she stated, "I just did", all the while my juvenile son, two employees and a customer were presentA few moments later the customer returned wanting to try another cycle, She took that cycle on a test tide and a few moments later returned with itSeemingly unsatisfied with the two test rides a brief discussion was held in which I apologized for anything I said or did that made her feel uncomfortable and stated I had a cycle at home that might work for herShe agreed to return sometime over the following week
On the following Monday I brought the cycle from home to the storeOver the next two weeks I did not hear from the customer and subsequently sold the cycleApproximately a week after selling the cycle the customer called the store and asked if the cycle was still availableShe was informed it was not to which she inquired as to how much it sold forShe was informed of the sale price and no further contact was received
On or about July 11, a customer telephoned the storeMy son answered the phone and asked me if the Trek was doneI told him to tell the customer it WAS and that we would be open until 3:p.mApproximately an hour later the customer arrived and asked for her bicycleRecognizing this customer as whom had left behind a Huffy and not a Trek for several weeks and whom this matter concernsI told the customer, "We're done, I'm not servicing the cycleYou have provided no definitive instructions not a phone number"The customer stated, "You knew I WAS coining and I was told the cycle was ready"I told the customer that the caller asked about a Trek being completed which it was and had been picked up, however her cycle is a Huffy and I am not going to work on it The customer turned to a waiting customer and told her I was a racist and subsequently turned to leave the store, I told the customer, "I don't want this cycle in my store, I'm not working on it"The customer turned and glared at me and proceeded to walk out the store leaving the cycle once again
I have come to understand that this customer's name is *** *** or *** *** from the complaint field and who may have called the store within minutes of leaving, however I refused the answering of the phone until my staff and myself were in a better state of mind
I have been in business for several years and have met people who have come into my business from all over the world: China, Japan, Korea, Switzerland, Finland, Russia, Africa, Brazil, and Australia to name a fewThis customer's demeanor, attitude, and conduct were reprehensible and will not be tolerated in my businessI will not provide any service to anyone who conducts themselves in such a manner and will not provide any service for this customer or make any recommendations to any other cycling businessIt is to be made certain this customer is not allowed in my store and is to refrain from all means of contactFurthermore this customer is should refrain from publishing derogatory comments as they will be considered slanderous
In the light of the cycle having been in my business and taking up valuable space for several weeks it is believed that a storage fee is dueIn such light the storage fee of $5,per week has surpassed the value of the cycle and therefore request that either the customer send a representative to collect the cycleShould the cycle not be collected by Friday, July 31.2015, the cycle will be considered abandoned and become the property of the Avenue Bicycle Station
John *** ***,
Owner, the Avenue Bicycle station
Initial Consumer Rebuttal /* (3000, 10, 2015/07/24) */
Dear ***,
I am not contesting any sale, so there are no receipts attached
Rather, I only asked that the vendor complete the work that I requested, since the vendor denied me service
I did comment that the demographics of the area seem to lead the owner to expect that certain persons are not likely to make large purchases in his store, and the owner asked where I had purchased the bicycle
I am surprised by the vendor's claims that I called him a racist and said that I was ripped off by Craig's List, a service which certainly makes no guarantees
Given the tone and content of the vendor's response, I expect a favorable conciliation cannot be reached through your office
Regards,
Initial Business Response /* (1000, 6, 2015/07/22) */
Sometime during the Month of May, a customer came into the Avenue Bicycle Station seeking an estimate for a bicycle she purchased onlineThe customer appeared to be upset with her purchase and stated, "I got ripped off on Craiglist", Upon
informing the customer of the cost of repair she inquired as to what cycles were available for sale for approximately the same price
I inquired with the customer as to what type of cycling she was interested inThe customer replied in a curt manner that she may want to ride plus miles(Distances of this nature most often require a road style cycle of which I did not have to show) I did, however recommend a comfort style cycle and proceeded to show her a few in stock
The customer selected one of the cycles after a brief discussion was conducted about accepting her cycle in tradeWhile I do not recall telling her the exact sale price, as the cycle was on a top rack and I could not read the tag, however may have told her the price was between $150,and $I do recall the trade in value, however of $Upon gathering the cycle's pre-pared paper work which reflected the cost of the cycle as being $The customer exclaimed that the price I gave her was different as she had computed in her head a price approximately $135.00, I showed her the paper work that I had reflecting the sale price of $175.00,
The customer proceeded with the purchase of the cycle less the $trade in and sales tax(Noting she did not take it for a test ride) Her Credit Card was processed at which time she stated, "I don't want to do business with you"I refunded her Credit Card expecting her to leave with the cycle she brought inInstead the customer asked about the cost of fixing the front flat tiretold her the cost of the tube would be $plus tax and labor of $The customer
asked if it needed a tube to which I told her I didn't knowIf it didn't need a tube it would not be replaced, however there would be a $labor feeAdditionally, fixing the flat would still not make the cycle safe to rideI asked if I could call her to let her know of my finding to which she stated, "No" and subsequently left the store, leaving her cycle behind
A couple weeks later, (now towards the end of May first week or so of June) and on a Saturday, the customer returned to the store asking what cycles are available, I showed her what comfort cycles I had The customer asked about the difference in frame sizes for women's cycles, I told her I didn't see much difference, (due to what cycles I do see in the store) although there are
different tire sizes, The customer began to berate me that I was misleading customers by telling them there is no difference in frame sizes when it comes to women's cyclesThe customer then proceeded to take one of the cycles shown to her out the door for a test ride and stated, "You're a racist" to which I stated, "You don't need to go there" to which she stated, "I just did", all the while my juvenile son, two employees and a customer were presentA few moments later the customer returned wanting to try another cycle, She took that cycle on a test tide and a few moments later returned with itSeemingly unsatisfied with the two test rides a brief discussion was held in which I apologized for anything I said or did that made her feel uncomfortable and stated I had a cycle at home that might work for herShe agreed to return sometime over the following week
On the following Monday I brought the cycle from home to the storeOver the next two weeks I did not hear from the customer and subsequently sold the cycleApproximately a week after selling the cycle the customer called the store and asked if the cycle was still availableShe was informed it was not to which she inquired as to how much it sold forShe was informed of the sale price and no further contact was received
On or about July 11, a customer telephoned the storeMy son answered the phone and asked me if the Trek was doneI told him to tell the customer it WAS and that we would be open until 3:p.mApproximately an hour later the customer arrived and asked for her bicycleRecognizing this customer as whom had left behind a Huffy and not a Trek for several weeks and whom this matter concernsI told the customer, "We're done, I'm not servicing the cycleYou have provided no definitive instructions not a phone number"The customer stated, "You knew I WAS coining and I was told the cycle was ready"I told the customer that the caller asked about a Trek being completed which it was and had been picked up, however her cycle is a Huffy and I am not going to work on it The customer turned to a waiting customer and told her I was a racist and subsequently turned to leave the store, I told the customer, "I don't want this cycle in my store, I'm not working on it"The customer turned and glared at me and proceeded to walk out the store leaving the cycle once again
I have come to understand that this customer's name is *** *** or *** *** from the complaint field and who may have called the store within minutes of leaving, however I refused the answering of the phone until my staff and myself were in a better state of mind
I have been in business for several years and have met people who have come into my business from all over the world: China, Japan, Korea, Switzerland, Finland, Russia, Africa, Brazil, and Australia to name a fewThis customer's demeanor, attitude, and conduct were reprehensible and will not be tolerated in my businessI will not provide any service to anyone who conducts themselves in such a manner and will not provide any service for this customer or make any recommendations to any other cycling businessIt is to be made certain this customer is not allowed in my store and is to refrain from all means of contactFurthermore this customer is should refrain from publishing derogatory comments as they will be considered slanderous
In the light of the cycle having been in my business and taking up valuable space for several weeks it is believed that a storage fee is dueIn such light the storage fee of $5,per week has surpassed the value of the cycle and therefore request that either the customer send a representative to collect the cycleShould the cycle not be collected by Friday, July 31.2015, the cycle will be considered abandoned and become the property of the Avenue Bicycle Station
John *** ***,
Owner, the Avenue Bicycle station
Initial Consumer Rebuttal /* (3000, 10, 2015/07/24) */
Dear ***,
I am not contesting any sale, so there are no receipts attached
Rather, I only asked that the vendor complete the work that I requested, since the vendor denied me service
I did comment that the demographics of the area seem to lead the owner to expect that certain persons are not likely to make large purchases in his store, and the owner asked where I had purchased the bicycle
I am surprised by the vendor's claims that I called him a racist and said that I was ripped off by Craig's List, a service which certainly makes no guarantees
Given the tone and content of the vendor's response, I expect a favorable conciliation cannot be reached through your office
Regards,