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Faster Reviews (2)

To whom it may concern,
 
Complaint #[redacted] has no merit for the following reasons.  I am copying the customer so there is no confusion.
 
1.       Ms. [redacted] came into our facility and wanted a new road bike.  We helped her chose the...

bike SHE WANTED and met her objectives.
2.       As part of a membership package we offer (that frankly is beyond what any other retailer offers), she was entitled to a discount on the bike AND a free $199 bike fit, as well as a free $110 dollar bike jersey.
3.       She received the bike for her discounted purchase of $4,420.  She perjures herself by stating that the purchase price was $5,200 in her correspondence.  That was the suggested retail price.
4.       She received her bike fit by an employee that is no longer with FASTER.  Ms. [redacted] was unhappy with it.  FASTER has no policy stating that bike fits have money back guarantees.
5.       Because she was unhappy with the height of her handlebars due to the changes made during the suggested bike fit, FASTER bought her a brand new fork, removed the fork cut during the bike fit, installed the new fork for the bike and re-cabled the bike which was $570 in costs that FASTER absorbed.
6.       We then offered AND SHE ACCEPTED a new upgraded bike fit that costs $299.
7.       She still remained unhappy.
8.       Given our return policy and what the bike retail industry typically offers (see a copy of ours attached), at this point we owed her nothing.
9.       It is at this point that she claims she was offered a complete refund.  It was during a period of two staff changes and a lot of confusion regarding who was handling the situation.  I apologized for this repeatedly.  Note that while this whole situation is chronicled with emails, she has no evidence of a $4,600 refund offered.  As a sidenote, the $4,600 refund she claims she is offered corresponds to no logical number as she paid $4,420 (plus tax which puts it over $4,600) for her bike.
10.   In order to try and still please the customer, I provide (5) options which are chronicled and highlighted in the email chain below.
11.   Ms. [redacted] then threatened us (as chronicled in the email below).  Her threats were clearly that if we didn’t resolve the situation that she would file complaints and talk bad about us. 
12.   She then contacted me and said she wanted to negotiate.  I told her flat out that we were obligated to nothing more and the (5) options offered were beyond fair and reasonable. 
13.   She then accepted option #5 (which my offer an her acceptance is also chronicled and highlighted below) which said closed the matter and yet followed through with her baseless claim to the Revdex.com anyway.
 
In 3 years of operation, we have not had one unhappy customer or complaint.  As the documentation shows, Ms. [redacted] had an unpleasant experience with FASTER, which myself and staff apologized for and did everything possible.  Her claim and demand of a refund after accepting the offer given to her, as well as the lie about her purchase price, show that she is clearly just out to hurt a trusted and local small business who employ local people to offer services different and greater than currently offered in the marketplace.  None of the email below has been edited other than highlight or font color.
 
Thank you for your time and consideration.
 
Sincerely,
 
[redacted], Founder
FASTER
“Cycling’s Most Comprehensive Performance Center”
[redacted]

To whom it may concern,

 

Complaint #[redacted] has no merit for the following reasons.  I am copying the customer so there is no confusion.

 

1.       Ms. [redacted] came into our facility and wanted a new road bike.  We helped her chose the...

bike SHE WANTED and met her objectives.

2.       As part of a membership package we offer (that frankly is beyond what any other retailer offers), she was entitled to a discount on the bike AND a free $199 bike fit, as well as a free $110 dollar bike jersey.

3.       She received the bike for her discounted purchase of $4,420.  She perjures herself by stating that the purchase price was $5,200 in her correspondence.  That was the suggested retail price.

4.       She received her bike fit by an employee that is no longer with FASTER.  Ms. [redacted] was unhappy with it.  FASTER has no policy stating that bike fits have money back guarantees.

5.       Because she was unhappy with the height of her handlebars due to the changes made during the suggested bike fit, FASTER bought her a brand new fork, removed the fork cut during the bike fit, installed the new fork for the bike and re-cabled the bike which was $570 in costs that FASTER absorbed.

6.       We then offered AND SHE ACCEPTED a new upgraded bike fit that costs $299.

7.       She still remained unhappy.

8.       Given our return policy and what the bike retail industry typically offers (see a copy of ours attached), at this point we owed her nothing.

9.       It is at this point that she claims she was offered a complete refund.  It was during a period of two staff changes and a lot of confusion regarding who was handling the situation.  I apologized for this repeatedly.  Note that while this whole situation is chronicled with emails, she has no evidence of a $4,600 refund offered.  As a sidenote, the $4,600 refund she claims she is offered corresponds to no logical number as she paid $4,420 (plus tax which puts it over $4,600) for her bike.

10.   In order to try and still please the customer, I provide (5) options which are chronicled and highlighted in the email chain below.

11.   Ms. [redacted] then threatened us (as chronicled in the email below).  Her threats were clearly that if we didn’t resolve the situation that she would file complaints and talk bad about us. 

12.   She then contacted me and said she wanted to negotiate.  I told her flat out that we were obligated to nothing more and the (5) options offered were beyond fair and reasonable. 

13.   She then accepted option #5 (which my offer an her acceptance is also chronicled and highlighted below) which said closed the matter and yet followed through with her baseless claim to the Revdex.com anyway.

 

In 3 years of operation, we have not had one unhappy customer or complaint.  As the documentation shows, Ms. [redacted] had an unpleasant experience with FASTER, which myself and staff apologized for and did everything possible.  Her claim and demand of a refund after accepting the offer given to her, as well as the lie about her purchase price, show that she is clearly just out to hurt a trusted and local small business who employ local people to offer services different and greater than currently offered in the marketplace.  None of the email below has been edited other than highlight or font color.

 

Thank you for your time and consideration.

 

Sincerely,

 

[redacted], Founder

FASTER

“Cycling’s Most Comprehensive Performance Center”

[redacted]

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Address: 16414 N 91st St, Scottsdale, Arizona, United States, 85260-1575

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