Gold Dust Jewellers

Initial Business Response / [redacted] (1000, 5, 2016/08/23) */ Good afternoon [redacted] I have reviewed your bike and have talked to my managers regarding some you troubling comments [redacted] The reason is clear when I look at your bikeIt has been used and has been left out in the weatherI can tell this by the accumulation of rust and scuff marks on all parts that hit the ground if droppedThat being said it is a kids bike and we expect some part of that when repairing itThe warranty states that it is only a repair warranty when used and no exchange warrantyThat is why repeatedly you have been told that its a repairOur story hasn't changed from the beginningUnfortunately it is not the answer you were looking for and that's why we are responding to the Revdex.com The fact of the matter is that there is nothing wrong with the bike that is not normalChains fall off bikes when driven improperlyI have a bike and my chain falls off if I shift gears before I petalWe sell 1000's of Bikes with little issue Stating all of this here is what I am willing to doI will give your money back but I will not give you another bikeI believe that the problems you are having are typical problems with [redacted] type bikes and nothing that I carry will fix thatSo with your refund you can take the money you spent and find another retailer that you have more confidence with in bikes I'm sorry it has come to this but I believe that if we to carry on it wouldn't be productive for both parties I will leave your information at the courtesy desk so you are free to come in anytime [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/08/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 11, 2016/06/15) */ In response to [redacted] complaint we would like to clarify the facts of the case as we remember them [redacted] brought the vehicle in for tire service on Dec 7, and our technician noted when bringing in the vehicle that the TPMS light was on in the vanWhen the tires were dismounted a sensor was found to be split and no longer serviceableThis is all documented on the working copies of the repair orders that day as we still have the original copiesI remember that I had a conversation with [redacted] the following Tuesday at pm as he voiced his concerns to me at that time that he was interested in having his van returned to proper operation of the TPMS system which we both agree is the proper service methodThe day of the service [redacted] had said that he thought the light was on due to a pressure problem he was having and that was what was putting the light on in his van and that the new tire install would correct the problemThat was not our findingThere was some dispute on timeframe of repair the same day as his wife needed the vehicle backWe have offered to install the needed sensor in December for $ [redacted] plus taxes supplying OEM parts at his request ,the cost of the parts needed at the time and we would reset the system for free to resolve his complaint quicklyThe last communication I had with [redacted] was that he was going to talk to his wife [redacted] to try to schedule the van back in when they could but stated his wife was very busy and we would have to schedule going forwardAt this point in time, months later, I do not know what the van would need to correct the Tpms system to function We will honor my offer to [redacted] from our last conversation using the information I am going on from last DecemberFrom that point we will have to advise [redacted] going forwardI hope we can find resolution to this matter quickly with no further inconvenience [redacted] Best Regards [redacted] Initial Consumer Rebuttal / [redacted] (3000, 18, 2016/06/27) */ Let's clarify this with correct information I did not speak to [redacted] December 15th ("the following Tuesday) as he mentionedAs I didn't not speak with the [redacted] in December, he could not have offered to order the sensor then The sensor was function properly when it arrived at CTIn contrast to the response from the [redacted] I didn't think the light was on, I knew it was onHad they done their due diligence when noticing the sensor was on and checked the tire pressure they would have noted it was low and known the sensor was function properlyAdding air would have verified thisIf the sensor was damaged as is claimed, it would have been by from their technicianThe "damaged" sensor was never returned There was never any dispute around time frame When I last spoke to [redacted] I was quoted $ [redacted] for an OEM sensor and they would install at their expenseI was told it may cost to reset the system as [redacted] may require this extra step Two days after I last spoke with the [redacted] I left a voicemail saying asking for a call back as I didn't feel it was reasonable for us to pay for a sensor that was damaged by CT staffI have yet to hear back In addition, I asked to know what tire was missing the sensor and it could not be verified without removing all tires until it is located The tire valve caps were never transferred over from the old valves to newThis is further evidence of CT staff not providing a suitable level of care [redacted] (*) [redacted] Final Business Response / [redacted] (4000, 23, 2016/07/08) */ As previously stated, we would like resolution to this matter without further delayThe previous offer still stands for the cost of the sensor to [redacted] with the labour to install and relearn covered only to the point of reinspection Hopefully this sensor will resolve [redacted] vehicle issues with the TPMS systemAverage battery life is to years with sensors in our climateWe cannot determine vehicle condition today from a visit months ago without again looking at the vehicleThis vehicle visit was long ago and there is some disagreement on the events and aftermath with your visit , so lets move forwardThe appointment that was booked Dec 23, to review was cancelledPlease call to book your vehicle back into the shop at your convenience , with a phone contact with myself if you agree to the terms stated in our last response Regards [redacted]

Initial Business Response /* (1000, 11, 2016/06/15) */
In response to [redacted] complaint we would like to clarify the facts of the case as we remember them. [redacted] brought the vehicle in for tire service on Dec 7, 2016 and our technician noted when bringing in the vehicle that the TPMS light...

was on in the van. When the tires were dismounted a sensor was found to be split and no longer serviceable. This is all documented on the working copies of the repair orders that day as we still have the original copies. I remember that I had a conversation with [redacted] the following Tuesday at 1.30 pm as he voiced his concerns to me at that time that he was interested in having his van returned to proper operation of the TPMS system which we both agree is the proper service method. The day of the service [redacted] had said that he thought the light was on due to a pressure problem he was having and that was what was putting the light on in his van and that the new tire install would correct the problem. That was not our finding. There was some dispute on timeframe of repair the same day as his wife needed the vehicle back. We have offered to install the needed sensor in December for $[redacted] plus taxes supplying OEM parts at his request ,the cost of the parts needed at the time and we would reset the system for free to resolve his complaint quickly. The last communication I had with [redacted] was that he was going to talk to his wife [redacted] to try to schedule the van back in when they could but stated his wife was very busy and we would have to schedule going forward. At this point in time, months later, I do not know what the van would need to correct the Tpms system to normal function . We will honor my offer to [redacted] from our last conversation using the information I am going on from last December. From that point we will have to advise [redacted] going forward. I hope we can find resolution to this matter quickly with no further inconvenience [redacted]
Best Regards
[redacted]
Initial Consumer Rebuttal /* (3000, 18, 2016/06/27) */
Let's clarify this with correct information.
1. I did not speak to [redacted] December 15th ("the following Tuesday) as he mentioned. As I didn't not speak with the [redacted] in December, he could not have offered to order the sensor then.
2. The sensor was function properly when it arrived at CT. In contrast to the response from the [redacted] I didn't think the light was on, I knew it was on. Had they done their due diligence when noticing the sensor was on and checked the tire pressure they would have noted it was low and known the sensor was function properly. Adding air would have verified this. If the sensor was damaged as is claimed, it would have been by from their technician. The "damaged" sensor was never returned.
3. There was never any dispute around time frame.
4. When I last spoke to [redacted] I was quoted $** for an OEM sensor and they would install at their expense. I was told it may cost to reset the system as [redacted] may require this extra step.
5. Two days after I last spoke with the [redacted] I left a voicemail saying asking for a call back as I didn't feel it was reasonable for us to pay for a sensor that was damaged by CT staff. I have yet to hear back.
6. In addition, I asked to know what tire was missing the sensor and it could not be verified without removing all tires until it is located.
7. The tire valve caps were never transferred over from the old valves to new. This is further evidence of CT staff not providing a suitable level of care.
[redacted] (*) [redacted]
Final Business Response /* (4000, 23, 2016/07/08) */
As previously stated, we would like resolution to this matter without further delay. The previous offer still stands for the cost of the sensor to [redacted] with the labour to install and relearn covered only to the point of reinspection . Hopefully this sensor will resolve [redacted] vehicle issues with the TPMS system. Average battery life is 5 to 7 years with sensors in our climate. We cannot determine vehicle condition today from a visit 6 months ago without again looking at the vehicle. This vehicle visit was long ago and there is some disagreement on the events and aftermath with your visit , so lets move forward. The appointment that was booked Dec 23, 2015 to review was cancelled. Please call to book your vehicle back into the shop at your convenience , with a phone contact with myself if you agree to the terms stated in our last response.
Regards
[redacted]

Initial Business Response /* (1000, 5, 2016/08/23) */
Good afternoon[redacted]
I have reviewed your bike and have talked to my managers regarding some you troubling comments. ...

[redacted]
The reason is clear when I look at your bike. It has been used and has been left out in the weather. I can tell this by the accumulation of rust and scuff marks on all parts that hit the ground if dropped. That being said it is a kids bike and we expect some part of that when repairing it. The warranty states that it is only a repair warranty when used and no exchange warranty. That is why repeatedly you have been told that its a repair. Our story hasn't changed from the beginning. Unfortunately it is not the answer you were looking for and that's why we are responding to the Revdex.com.
The fact of the matter is that there is nothing wrong with the bike that is not normal. Chains fall off bikes when driven improperly. I have a bike and my chain falls off if I shift gears before I petal. We sell 1000's of Bikes with little issue.
Stating all of this here is what I am willing to do. I will give your money back but I will not give you another bike. I believe that the problems you are having are typical problems with [redacted] type bikes and nothing that I carry will fix that. So with your refund you can take the money you spent and find another retailer that you have more confidence with in bikes.
I'm sorry it has come to this but I believe that if we to carry on it wouldn't be productive for both parties.
I will leave your information at the courtesy desk so you are free to come in anytime.
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2016/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)