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Freewheelin' Community Bikes Reviews (2)

Initial Business Response /* (1000, 8, 2016/06/01) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@sextonproperties.com
A response was sent on 05/18/2016 at 3:35pm to the individual disputing charges email. He was notified that the...

charges were adjusted and that a partial refund was issued to him. Also sent pictures to support the rest of the charges.

Hello Ms. [redacted],   I hope this email finds you well!  I wanted to reach out to follow up with you regarding a letter we received regarding a complaint about our business.  We believe we have continuously tried to work with the customer, but are continually confused as to why/how the...

situation continues to escalate.  I am happy to chat with you by phone as well, but was told you were out today.     We wanted to provide you with our information, as well as an update of the many steps we have tried to take to remedy a situation that we do not actually have any liability for (though, we always try to do what is right, despite poor actions on another party).  Freewheelin' Community Bikes is a 501(c)3 non-profit in Indianapolis, where we serve primarily undeserved Indianapolis youth learn leadership skills and provide them employment through our many youth programs that work with bikes (earn a bike, youth apprenticeship program, and just launched two cycling teams).  While we do thrive on personal and grant donations, part of our ability to pay for our program is running a very small full-service retail shop (kind of like Goodwill) to supplement the cost for running our programs.  While we are a non-profit, many confuse our retail shop as a "business" exclusive of our whole building.  I just add this context to be helpful!   Ms. [redacted] came into our shop the afternoon of 8/31 to purchase a bicycle transport rack for her vehicle.  Our staff member, Jamey, installed the rack and instructed Ms. [redacted] how to use it properly.  Shortly after it was installed, Ms. [redacted] stated she opened her trunk after the rack was installed (something that our staff instructed her not to do), and it dented her vehicle.  Ms. [redacted] became very volatile screaming and yelling in the shop, and contacted IMPD saying that we did damage to her car.  Jamey (our employee) offered to personally pay for this damage (which was kind, but he did not have to do this), and the police left stating that this was not a criminal matter.     Ms. [redacted] demanded that we pay her cash directly for the repairs.  I attempted to speak with Ms. [redacted] on the phone the day it occurred, and she screamed over the top of me most of the time.  I stated that Freewheelin' would pay for the damage though it should be filed under insurance as it was personal damage caused by the customer using incorrectly.  However, because we are a community non profit, and it is the "right thing to do" we offered to pay for the damage of the vehicle.  She was asked to get an estimate for the cost, and to send the information along with pictures directly to my email (over 5 times) at [email protected].  Ms. [redacted] refused to communicate any other way except for text, and would not provide an email. She also left two voicemail messages which I have recorded and stored.  We did however receive emails from two different collision/repair shops.  I personally contacted both of them, and worked with [redacted] at [redacted] explaining that we would pay for Ms. [redacted]'s repairs directly to the shop.  We also explained to [redacted] that we would need a photo of the damage before it was repaired so that we could write it off as a loss or submit to our insurance company.  Understandably, we cannot just make a check out to a customer without documentation or receipt of the service occurring. This occurred quickly on September 6.   [redacted] (which was the place with the higher estimate) agreed, and Ms. [redacted] was instructed by both myself and [redacted] that she could take her vehicle in for repair, and Freewheelin' would pay for the cost.  Ms. [redacted] has been told this four times since September 6 (I have all text transcripts as she refused to provide an email).  This does not require her to file a deductible with her insurance.  To this day, all Ms. [redacted] needs to do is take her vehicle to [redacted] (a place she selected for repair) to get her car fixed.     Since this has occurred, Ms. [redacted] has also become harassing to myself and our staff and has sent over 30 texts to our personal cell phone numbers despite being asked to stop. The last message received was on 9/15 where she was again directed to stop, as well as the information again that all she needs to do is take her car to where she had selected to have the repair ([redacted]) to get her car fixed.  She has sent many long bible texts and volatile messages.  We have repeatedly asked her to stop, and will be contacting the police to make a report if this behavior continues.  We have attempted to resolve all of this very reasonably and with direct, professional kindness, which is what we would expect for any of our youth and family members.  However, it is still unclear why Ms. [redacted] is not getting her car repaired and filing a complaint despite that we have made all arrangements to have her car repaired.  In addition, Ms. [redacted] has demanded multiple times that I give her directly cash, check or money order from our non-profit, which understandably in all business practice we would not give cash outright to a customer.     Again, we are a youth non-profit trying to do our very best every day for each person that comes though our doors.  We wish this situation never occurred, but we wish deeply for it to be resolved which is why we acted quickly to assist.  We will not, however, continue to be harassed or respond to tens of phone texts by a customer that is demanding cash for an accident that we did not cause.  We hope Ms. [redacted] is able to take her car in to the place she has chosen for the repair so that we can cover the damage that occurred.     Please let me know if you have any questions, and we are happy to help!  Thank you again for your assistance, and I look forward to speaking with you soon!   With Gratitude, Holly     Holly T[redacted] Executive Director, Freewheelin' Community Bikes

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