Kent International Inc

On 1/19/17 the complainant contacted our company. He explained that he was having an issue with the crank on his bicycle. We asked that he send a short video of the issue and a receipt for the purchase of the bicycle and we would send him the bearings to make a repair. [redacted] was not satisfied...

with the resolution and wanted us to either send him a new bicycle or pay for the repair. After several calls from [redacted] we just sent out the bearings without receiving any of the requested information from the customer. [redacted] sent an email on 1/24/17 saying that it was ok to send the bearings. The parts were received by [redacted] on 1/27/17 via [redacted] Under the terms of our warranty we will provide the parts necessary to make a repair but we do not reimburse for the repair. In order to send the parts we require the customer to send a proof of purchase and picture or a short video of the issue so we can determine what part(s) they need to make the repair. We have provided the parts needed to make the repair based upon the customer's ok. We will not be sending the customer a new bicycle as requested.

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Response:I have reviewed the the information provided by the complainant. The rims are assembled to the bicycles as a completed unit at the factory. The information about the rear axle i.e. the part number(s) is not made available to us. However, it appears that this bicycle has a rear quick...

release. It is 135 mm QR axle(skewer) that can be purchased from any local bike shop or online retailer. I hope that this information will be sufficient to enable the complainant to purchase a new qr axle.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]

Review: Twice now I have contacted GMC KENT BICYCLES warranty department for a repair or replacement of the defective parts of the bike I bought just a few months earlierNo responce whatsoever, I've written them twice, called twice, and sent in the defective parts with no answerWalmart will not accept a return of the bicycle, and my credit card company will do nothing other than side with the merchant.Desired Settlement: A refund for the purchase cost of my bike
Business
Response:
The complainant contacted us on 9/30/and we shipped the rear derailleur and chain on 10/1/via USPS Priority mailThe package was returned back to us on 11/7/with a note that it was an unclaimed package and to return to senderAfter receiving the Revdex.com complaint it appears that the address we have on file was incorrectWe will be reshipping the requested parts out to the customer
Consumer
Response:
[A default letter is provided here which indicates your acceptance of the business's responseIf you wish, you may update it before sending it.]
Wish I didn't have to resort to a Revdex.com complaint to get a warranty part replacement
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me
Regards,

Review: The company would provide no assistance in obtaining information about getting parts for bikes that they made for [redacted]. All they would tell me as they no longer carry this bike and no information about parts for repair. They have washed their hands in helping customers with service information. They say try a local bike store.Desired Settlement: Provide part information. I was looking for the manufacturer's part number for the rear axle for a [redacted] AV Sport bike model [redacted] so I could replace it. It broke in to 2 pierces

Business

Response:

Response:I have reviewed the the information provided by the complainant. The rims are assembled to the bicycles as a completed unit at the factory. The information about the rear axle i.e. the part number(s) is not made available to us. However, it appears that this bicycle has a rear quick release. It is 135 mm QR axle(skewer) that can be purchased from any local bike shop or online retailer. I hope that this information will be sufficient to enable the complainant to purchase a new qr axle.

Consumer

Response:

I am rejecting this response because:

Could you please ask the business for a part number of rear wheel and the free wheel assembly whick fits in to the part that the business listed, A 135mm QR axle ( skewer)

Business

Response:

Response:We have a bit more information about the bicycle. The front hub is [redacted], 100mm QR and the rear hub is [redacted], 135mm QR. The rim is [redacted] double walled alloy, 32 hole. As previously stated, these parts (or replacements) can be purchased from a local bike shop.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I will not be doing business with this company any more and hope they get what they deserve for how they do business,

Review: I readily admit that I misplaced a part from a "Kent" manufactured, BAYSIDE model tricycle when I removed the right rear wheel to fix a slow leak in the tube. The part I lost is the insert (Not BEARINGS) that fit inside the right side rear rim/hub and over the axle. On this model tricycle, the right side rear wheel is the drive wheel. I have been trying for weeks now to get this part for the right side rim/hub, through Kent customer service. I have explained in the clearest possible way what I need. I have sent multiple pictures of where the part fits. They told me they had to sell me the whole wheel so I bought it just so I could get the bike on the road. They sold me the LEFT side wheel. I sent them a slew of pictures in a power point presentation showing again the right side rear, rim, hub and axle of the tricycle. The last email I received from the, they told me that it would take 6 weeks to get me a right side rim, and I don't need the rim. They keep telling me that they don't have an illustrated parts list. They keep telling me that they don't have a list of parts for the right rear wheel/rim or hub. They keep telling me that they don't have a picture of the different parts associated with the right rear wheel. They keep telling me that they cannot give me the dimensions of the part I need. They keep telling me that they don't know who supplies the part to them so I can order it myself. By selling me the left side rim (even after I had explained numerous times I needed a part for the right side rim), and now telling me that they want to sell me a right side rim (even after I explained I need the part that fits in the hub of the rim), I get the impression that I may spend a whole lot of money and never get what I need. We have been to numerous independently owned bike shops (5) and they have never seen a trike drive wheel built in the sub par manner that Kent builds theirs, and so cannot get the part I need. Tried online also with no luck.Desired Settlement: Send me a illustrated parts list of the bike or at least the right rear wheel and all the components that go inside the hub to fit over the axle. I don't even know what to call the part I need. I have always referred to the part as the "INSERT". Never have I referred to it as the "BEARINGS".

Send me a list of parts for the right rear wheel/rim or hub.

Send me a picture of the different parts associated with the right rear wheel.

Send me the dimensions of the part I need.

Give me the picture/illustration and part number of the insert that I need and let me order it from the company that supplies it to Kent. I will order it myself.

Business

Response:

Many of the question being asked by Mr. [redacted] cannot be answered. We are provided basic specification about the bicycle but not the specific information being requested. We do not have the schematics nor do we have a diagram of the bicycle and all of it's parts. Unfortunately,the rims are currently out of stock at this time and it will be at least 6-8 weeks before they will be available. We are not a part company so we only stock certain parts of the bicycle. The part being requested are not parts we stock. Because Mr. [redacted]l received the wrong part we will issue a credit of $25.00 back to his credit card.

Review: I bought a bicycle from this company 9/3/2014 , and while I was riding it 35 days after I bought it I got an accident based on Manufacturer failure , the bike handlebar screw in the stem area got out from it's place suddenly while I'm riding the bike , which made me fall on my face and I got some scratches in my face which I recovered from ( it's not the problem ) , the problem began when I called the company to seek my right of warranty and they played with me a lot of games to save themselves from sending me another bike , they keep switching me between numbers and gave me instructions to fix something which is not able to be fixed , then they gave me an email for a customer service representative to send him photos for the issue and it's 7 months now since I called them , and no fix for the problem and no replacement , they always give talk and talk without any options , last time I called them was 6/30/2015 and as usual I got no solution , they aren't willing to fix the problem .. 22 email between me and them with no solution ,, is this acceptable ? they refused to do the warranty .. I have the Receipt and all emails between me and them , I just need a replacement or my money backDesired Settlement: they have to send me a replacement or a refund

Business

Response:

Response:We have received several calls and emails from this individual. Our bike tech has been attempting to assist the customer with his issue. It appears that the stem has become stuck in the head tube of the bicycle. Our tech has tried to explain how to resolve this issue. The failure of the stem is most likely an assembly issue not a manufacturing issue. We can offer the customer $30.00 to bring the bicycle to a local bike shop to get it fix. We can also send them a new stem for the repair. This type of issue would not qualify for a replacement or refund under the terms of our warranty.

Business

Response:

Response:We have once again reviewed the pictures provided to us by the customer. It appears that the stembolt wedge has become unthreaded from the stem bolt. It does not appear that the threading is damaged in any way.Based upon the images provided by the customer, this was an error caused by the person who assembled the bicycle and not a defect with the bicycle. Once again, if the stem bolt wedge is stuck in the steer tube of the fork, we can send a new fork, stem (with bolt) and reimburse customer up to $30 to have it professionally installed. It does not qualify for replacement or reimbursement. The other alternative, we can pick up the bicycle (via FEDEX) and have it fixed by our bike tech and reship it to the customer (all at our expense).

Review: The bushings on my [redacted] V2900 bicycle went bad, and was promised to have the replacement part sent to get it fixed, and when I called after a month or two I was told that it was back-order and it would be shipped when they received the part. It has been 5 months and still nothing I call them and keep getting told that they will return my call, and still nothingDesired Settlement: I want the bicycle to be fixed so I can ride it again, or sent me something to make-up for the bicycle that you are unable to get the part for. I paid why too much for a paper weight

Business

Response:

This issue has been resolved. We contacted the customer 12/17/14. We are sending a new bicycle.

Review: We purchased a new bicycle from [redacted] on January 8th 2015. On April 29th both front and rear brakes broke on the bicycle causing our 7 year old son not being able to ride this bicycle. We contacted Kent and spoke to [redacted] and he asked us to take a picture of the bicycle and email it to him and also email a copy of the receipt where we bought it and once he received it that he would get the replacement parts sent right out to us and they had the parts in stock and that it was under warranty and the bicycle had a one year warranty on it and all parts. After sending the email [redacted] sent us an email back telling us to go exchange the bicycle at [redacted]. We then contacted [redacted] and they said Kent would have to replace the parts under the manufacturers warranty because [redacted] has a 90 day return policy. We then contacted Kent again and [redacted] said they do not have the parts and did not know when they would have them after he told us they had the parts in stock. [redacted] then proceeded to tells us to call back in a couple of weeks to see if they had the parts. We called back and were told they stil do not have parts and for us to take it to a local bicycle center and have it fixed but we would have to pay for it. We then asked [redacted] to replace the bicycle because it is under warranty and they do not have the replacement parts to fix this one and he said they could not do that. Our son can not even ride this bike due to both front and rear brakes being broke. We would like for them to send us a brand new bike sense they do not have the parts to fix this one in stock. We paid $129 plus tax for this bike at [redacted] and our son can not ride it due to safety issues. If they do not have all the parts to replace ALL of the front and rear brakes the bicycle needs to be replaced by Kent.Desired Settlement: This bicycle needs to be replaced with a whole new bike sense they do not have the replacement parts to replace ALL of the front and rear brake components. This is a safety issue due to faulty parts.

Business

Response:

Response:According to our records the complainant agreed to have substitute parts sent out to them to satisfy their request. On 5/13/15 the parts were shipped out via [redacted] tracking #[redacted]. It was delivered on 5/15/15 at 4:29pm. Since the parts were delivered we consider this matter closed.

Consumer

Response:

I am rejecting this response because: You are correct, but it took us telling you we were going to file a claim with the Revdex.com for you to send us the right parts. You told us you did not have the right parts in stock for us to call back in a couple of weeks and you sent the parts you said that you did not have in stock. You only sent the brake levers. You did not send the brake cables for the front or rear brakes. The bottom line is that we had to file a complaint with the Revdex.com in order for you to send us the right parts to fix the bike even after you told us numerous times you did not have the correct parts in stock and to call back in a couple weeks to see if you have them. I know for a fact you did not come up with the parts until my wife told you we were going to file a complaint.