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Euro-Sports

13 Bullman Street, Ottawa, Ontario, Canada, K1Y 2S2

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Reviews Bicycle Dealers Euro-Sports

Euro-Sports Reviews (%countItem)

Good day,

As an initial summary, the following sequence of events occured and I believe that I have been unfairly treated as a consumer and seeking clarity and a way forward on my rights.

- 20 June 2018: I brought my *** road bike to Euro-sports following an issue occured on a commute.
- 30 June 2018: Euro-sports diagnosed the problem as a cracked frame with an estimated cost of $500 CAD.
- 03 July 2018: I informed Euro-sports that I was unsure of whether I would like to proceed with a repair or purchase a new frame. Euro-sports offered to keep my bike in storage until I made a decision. There was no mention of a time limit and there was no charge for the storage service.
- 12 September 2019: I followed up with Euro-sports and had a brief phone discussion. There was no mention of the bike needing to be retrieved.
- 18 July 2020: I contacted Euro-sports to follow-up and they informed me on 20 July 2020 that my frame has been disposed of without my consent and the parts are available for me to pick-up.
- When arriving at the store, the frame was located, but the parts were mismatched from what was on the bike when it was dropped off. Euro-sports claim they no longer have the parts.
- Euro-sports never contacted me with the exception of the interactions detailed above. Euro-sports had my contact information in their systems since it was provided when I brought the bike.

I am requesting that Euro-sports either provide me all components that were removed from my bike or provide me with equivalent replacements.

A full detailed explanation of the complaint follows.

I brought a *** road bike with premium components to Euro-Sports on 20 June 2018 for a diagnostic and repair following an issue I experienced during a ride earlier that week: The rear derailleur came off my frame and hit the bottom of my frame. On 30 June 2018, the Euro-Sports repair technician contacted me via telephone to explain that the bike frame was damaged (cracked) in the incident and would need to be repaired (~500$ cost) or replaced. On 03 July 2018, I talked to Euro-sports regarding a used replacement frame and indicated that I was unsure of how I wanted to proceed and to not proceed with any work until I made a decision. The euro-sports *** (***) offered to keep my bike in their warehouse storage area while I made a decision. There was no indication that there would be any time limit to this offer, nor is any documentation available on their website indicating a policy that would limit the time.

On 12 September 2019, I contacted Euro-Sports to renew the discussion and the Euro-Sports *** (***) recommended that I come by the store to discuss in person. Although I indicated that I would be able to make it, I was unable to do so and did not make it to the store. No follow-up call was madde from Euro-sports and no mention was made of me needing to retrieve the bike.

The following summer season, on 18 July 2020, I contacted Euro-sports via email to renew the discussion and move forward with the repairs and / or retrieve my bike. The response I received on 20 July 2020 is as follows (quoted):

“Hello ***: We tried numerus times in the last 3 years to have you drop
by to pick it as you didn't want to repair or replace the frame. I
hadn't heard anything for the last year so we didn't know what to do and
it was taking up space so we took the parts off that were still
functional and put them in a box. The frame went in the garbage since
it was likely too damaged to be replaced. the wheels are probably in
the warehouse somewhere but you can imagine after 3 years we really
didn't know what to do with it.”

I verifed my phone records from my mobile provider and did not find any entries from Euro-sports other than the phone calls on 20 June 2018, 30 June 2018, 03 July 2018 and 12 September 2019. For clarity, these records include missed calls, voicemails and answered call records. I verified my email records and only found the 18 July 2020 record. I asked Euro-sports to clarify their claim that they called me “numerous times”. They later told me they called “four times” including once last winter in discussions. I also asked to see their record of me in their system to verify that they had the correct number. Euro-sports claim that I was no longer in the system and they had my number “written down”, but was later “thrown away”. I wasn’t able to find any records of those calls in my mobile provider call billing records from June 2018 onwards.

After numerous attempts to get in contact with Euro-sports (they stopped replying to emails after that response). I was able to coordinate a time for me to come by Euro-Sports to pick up the parts and wheels. They were also able to provide the frame (it wasn’t disposed), but the parts in the box did not belong to me (or taken off my bike). They were seemingly a random grouping of parts that were of differing quality and type. For example, the offered wheels were both different brands and were of lower quality than the ones initially on my bike. The one exception was the bike handlebars which did belong to me. Many components were also stripped from the bike frame and have gone missing such as my bike computer, *** water bottle carriers, derailleur groupset, handlebar tape, chain, wheels, tires and various nuts and bolts to assemble it all into a working bike. I did not take any components that didn’t belong to me and only took the frame and handlebar. Here is a summary of the components that were offered and not taken.

Wheels: Offered: 2 aluminum wheelsets from *** and *** (both wheels did not match). I had *** wheels C40.
Front derailleur: Offered: None. I had a *** front derailleur.
Rear derailleur: Offered: *** Ultegra rear derailleur. I had a *** rear derailleur.
Shifters: Offered: 1 *** Ultegra and 1 *** 105 shifter (did not match). I had *** shifters.
Cable set: Offered: Unmarked brand. I had a *** cable set.
Rear cassette: Offered: *** Ultegra. I had a ***
Chainring: Offered: *** Ultegra. I had ***.
Chain: Offered: Unmarked chain. I had ***.
Handlebar tape: Offered: Unmarked black tape. I had *** or equivalent.
Saddle: Offered: Random grey saddle that was clearly not mine. I had a high end white saddle.
Seatpost: Offered: Aluminum seatpost. I had a *** seatpost such as ***.
Bottle cages x2: Offered: None. I had *** bottle cage such as Zipp SL Speed *** bottle cage (MSRP $116.00 x2)
Tires x2: Offered: 2 unmatched tires. I had *** Lithion 2 reinforced
Bike computer: Offered: None. I had a *** Wireless Bike Computer with Cadence.

The offered components were presented as my components when they clearly are not. When I questioned Euro-sports on why that was the case, they were unable to provide a clear answer.

Given that I was not notified that the bike would be stripped of all its components, I feel that I have been unfairly treated in this exchange. Euro-sports claim that I should not have left the bike there for so long and they were within their right to dispose of the bike and its components. I claim that they should have called me if their offer to keep the bike in the warehouse exceeded its welcome. I had no notice that my bike would be stripped of all components and am seeking clarity on my rights as a consumer. I would also add that at no time did I give consent for Euro-sports to remove components from my bike above what was required for the initial diagnostic on 20 June 2018.

I believe that all components listed in the next section should be provided to me from Euro-sports (either from my original bike or whatever equal or better quality parts that could be reasonably found today).

Regards

Euro-Sports Response • Aug 04, 2020

IN response to this complaint of a bicycle that was deemed abandoned for more that 2 years at our shop. The bicycle arrived damaged from a crash with many parts including the frame, rear wheel and rear derailleur damaged beyond repair. The parts and frame were circa 2003 making it difficult to even find replacements. We offered the clients a frame replacement option which he said he would think about it. A few months went by and we called again to ask if he could pick up the bike as storage was a premium. he said he would be in that week but never came to get the bike. We called at least twice during 2019 to ask him to come get the bike with no response as we needed the space, he never answered his phone. In winter 2020, although the client initially says we spoke on the phone but then later retracted his statement in person that he would once again come to retrieve the bike. Again, he never showed up or contacted us. The parts were removed and stored and we no longer can find them after 2 years of waiting. I spoke with the police about this sort of thing and legally after 12 months the bike is considered abandoned and is now the property the shop. It was worth nothing to us as the parts were wornout or damaged and were 17 years old (the value of the parts in the state they were in would have been likely $50 to $75. Our storage fee for repairs is $10 per week after 60 days. The policy is on a sign at our front desk and is clearly visible. The total owed to us is $1100 which exceeds the value of the parts by well over $1000. We reminded this to the client who kept saying I should have called him more often or said I would dispose of the bike. We tried numerous times of the last 2 years but eventually it needed to be dealt with. If the bicycle was so important then why did it take more than 2 years to finally get back to us? I suppose now we will be sending the client an invoice for the storage fee and will proceed with collection notice if not paid within an appropriate time period. I don't see any other solution short of this as our shop has done more than it's job of following through trying to have the client retrieve their bike.

Customer Response • Aug 10, 2020

Complaint: ***

I am rejecting this response because:

Good day.I want to start by stating that I am hoping to find an amicable solution to this issue. I am seeking that the missing bike components be found and returned to me in the same state in which they were in June 2018. I understand that the components may have been lost and they obviously can not be returned. As an alternative solution, I am hoping that Euro-sports can provide comparable components as long as they are complete, matching and in similar condition as the ones on my bike. I believe this to be a reasonable way forward based on the information I provided in my initial complaint. Finally, the bike was manufactured in 2006 at a retail price of over 9,000$. Based on a 10% depreciation per year (for 14 years), the current value of the bike far exceeds the 50-75$ estimate. I acknowledge that the frame is damaged and now in my possession, however, the components consist of a significant amount of the value of the bike. As such, in the case Euro-sports can not provide the missing parts or alternatives, I am requesting a store credit for 800$. This value is well below the depreciated costs associated with the missing bike components (wheels, derailleur groupset, saddle, etc). In response to Euro-sports’ comments:Firstly, the bike was manufactured in 2006 and the damage was not from a crash, but from the rear derailleur coming off my frame while riding. The information that additional parts were damaged apart from the frame is new information that was not shared with me when the technician provided a cost estimate to restore the bike.Secondly. regarding the alleged calls from Euro-sports. There were no calls received from the business other than the ones detailed in my initial complaint. This information is based on my mobile billing records between 01 June 2018 and 18 July 2020 which includes all calls received, placed, missed and sent to voicemail. In initial discussions with Euro-sports, they claimed that we had spoken in Winter 2020 which I explained that I recalled one discussion that occured around that time. Upon searching through my phone records, I was able to specify that the discussion occurred in September 2019. I did not change my statement, I was simply able to provide an exact date of the call. The details of that discussion are captured in my initial complaint.Thirdly, I understand Euro-sports’ challenge in managing its storage space and needing the bike removed for other priorities. However, they should have contacted me to inform me of this which they clearly did not, again based on my mobile billing records. They also proceeded to strip my bike of all its components and they have since gone missing. My wife was also a regular client of Euro-sports and her contact information could have also been used to reach me. Euro-sports, specifically the ***, was aware that we are married based on previous discussions that we had.Fourthly, regarding a possible storage fee, I can not be retroactively billed for the storage of an item that was discarded. There was no contract or agreement (verbal or written), no bill. This charge can not be considered legitimate. In fact, storage fees were never mentioned by the business until I informed Euro-sports that I would be contacting the *** related to this issue.I find it unfortunate that Euro-sports have responded in such an aggressive manner. I attempted to provided a detailed overview of the information in my initial complaint to favour an amicable discussion.

Sincerely

Euro-Sports Response • Aug 11, 2020

We had called the client at least 6 times in the last 2 years. Twice we were told that he was coming to pick up the bike but never did. If the bike was so valuable then why was it left in our shop for more than 2 years. it is not our job to constantly call clients to pick up their bikes. After 2 years we had enough. The client admited to speaking to one of our staff this winter and then suddenly claims that conversation never took place. Yet 7 months have passed before retrieving the bike. The frame was broken, the parts were damaged and worn out and of no value to us. If we can't find them it is likely that they were recycled. We have already contacted *** in this matter and were told by them that if an item is left more than 12 months at a business location be it a lap top, car or bicycle it is considered abandoned. It is up to the customer to retrieve the bike. WE made numerous attempts to have the client pick it up but he was too busy or it was not important. If this non-sense persists then we will be seeking damages to cover our costs of storage and the time spent as well as legal costs on this matter. This matter is closed. Any public attack on our business will be deemed as slander and will be delt so with the accordance of the law. Stop trying to place your lack of responsability on others. Tell us why here...

Customer Response • Aug 14, 2020

Complaint: ***

I am rejecting this response because: I have nothing further to add to the complaint. I believe that all salient elements are covered in my previous messages.

Sincerely

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Address: 13 Bullman Street, Ottawa, Ontario, Canada, K1Y 2S2

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