Mini Trail Bikes

The derailleur DOES NOT EXIST FOR SALE at Walmart at any price, period Let us also assume that the customer opted to have the derailleur replaced originally The labor to straighten the frame and install/set up a rear derailleur would have been approx 35-40.00, plus the cost of the part Her original repair was labor We charged NO labor when she returned for the new derailleur install, so the customer actually had the repair performed for 15.00-LESS than had it be done when originally repaired We make every effort to satisfy customers, we have been at the same location for over years.The customer is demanding the broken part now for free, and there is no logical reason for the demand, other than what should be obvious It is not MTB's fault her derailleur was bent/broken from an accident And had it been replaced originally we would not be going back and forth via this forum MTB INC

We are responding to the above-listed complaint. Here are the FACTS. The customer picked up his repaired unit, but had someone else pick it up for him. I personally brought the unit out, and showed this person (again, who was not the customer) the correct way to start the machine
up. The unit started right up with no problems. All repairs are extensively test run to be sure as possible everything is as it should be.The customer called later stating that he could not start the unit up, and that it would not run. He was told no problem, simply drop the unit off and we would take care of whatever the problem was.Since that conversation, this customer has called here at least times, over several days demanding to speak with the service manager, and engaged in endless rhetoric, including, for example, claims that the engine was bad due his examination of the oil. This is untrueThe actual engine is in perfect working order. While purely conjecture on our part, I believe he is receiving information from someone who has no experience with these machines, or perhaps from some other source. During each conversation, the customer was told repeatedly to drop the unit off, and we would take care of whatever the problem was at no charge. We also (repeatedly) made it clear that it is impossible to diagnose a problem via phone: that we had to have the unit here in order to solve whatever the issue was.The engine was a used engine, sold as is, and less than half the price of a new engine. Despite this, we still have offered to fix it at no charge, as it should be, given the timeframe.The customer finally left the unit off yesterday. And yet again started his litany of complaints, then called this morning and spent yet more of our time going over all the above yet AGAIN. In summation, we have a customer who apparently has a problem with a used engine purchased from us, who has been told repeatedly that we would take care of the problem at no charge, and finally left the unit off yesterday. Yet we have this complaint filed before we even have had an opportunity to make it rightThank you for the opportunity to present our side of the story. Sincerely: KenService ManagerMTB INC

The derailleur DOES NOT EXIST FOR SALE at Walmart at any price, period.  Let us also assume that the customer opted to have the derailleur replaced originally.  The labor to straighten the frame and install/set up a rear derailleur would have been approx 35-40.00, plus the cost of the part.  Her original repair was 25.00 labor.  We charged NO labor when she returned for the new derailleur install, so the customer actually had the repair performed for 15.00-20.00 LESS than had it be done when originally repaired.  We make every effort to satisfy customers, we have been at the same location for over 37 years.The customer is demanding the broken part now for free, and there is no logical reason for the demand, other than what should be obvious.  It is not MTB's fault her derailleur was bent/broken from an accident.  And had it been replaced originally we would not be going back and forth via this forum.  MTB INC

Customer dropped bike of on 07-08-15.  Told customer that rear derailleur badly bent, should be replaced.  Price was an issue, we told customer we could attempt to straighten out and align the bent deraillleur and frame section best as possible and hope for the best.  Again, it was...

explained in no uncertain terms it probably would NOT hold up.Customer picked up repair nearly two months after completion, and she is correct, the job did not hold up, as we predicted.We only charged the customer for the part, no labor/installation charge.  The price she was quoted was approx 50.00, plus tax, which is very close to what she paid.[redacted] claims she saw the derailleur at Walmart for 18.95, suggesting we grossly overcharged her.  This is not true.  We installed a Shimano [redacted] rear derailleur.  This derailleur is not even listed on the Walmart site, nor does Walmart, or any mass-merchant we are aware of, stock the above-listed derailleur, let alone special order via their websites.It did take a few days to obtain the derailleur, as it was a special-order item, and had to be an exact match for her bicycle, which is an older machine.  Had the customer allowed us to do the original repair correctly, it would have saved her considerable trouble and time.Please feel free to contact us should you have any additional questions or concerns about this complaint.[redacted]Service ManagerMTB INC

Complaint: [redacted]
I am rejecting this response because:What Mini Trail Bikes says happened is a lie. It does not matter when I picked up the bike... the fact that they said they had told me that the "bent derailler  may not hold up when I PICKED UP my bike is a flat out lie !! They said nothing of the sort.  It wasn't until AFTER I picked up the bike and rode about a quarter mile  down the road and the derailler fell apart, I then called them, told them what had happened and I had to walk back ( they didn't even extend any courtesy to help and come pick me up) . It was only until I arrived at the shop with a broken derailler ,it was then that they told me that sometimes bending the part back in place doesnt always work .. Ok then maybe they should have replaced the part for free after not fixing it the first time and apply the $26.75 for the NEW part which by the way IS available at Walmart for $13.99 not $18.or.whatever  I researched the derailler guys and it was the same exact one you put on !!! ...BAD BUSINESS PRACTICE... I want my $50.00 back for the new part you put on that I should not have been charged for because you did not fix it the first time , and said nothing to me about the part bending or breaking until after it broke .
Regards,
[redacted]

I bought a mud head hammerhead go cart. What a mistake , it breaks down constantly, owner is a arrogant jerk. Repairs cost way to much and over charged for parts. Owner always has an excuse , like it is my fault the go cart breaks down. I will never go back.

Review: I brought my Diamondback Wildwood mountain bicycle in to Minitrail bikes to get a repair on my back derailleur in July. They Charged me $26.75 for the repair. The gentleman said that he had bent it back into place. I started to ride my bike home and the derailleur completely flew apart into pieces on the ground. I called the shop and told them what had happened and told me to bring it back. I had to walk my bicycle back to the shop about 1/2 mile. I took pictures of my bike and the broken parts. This happened on September 11th. When I finally got back to the shop the gentleman had said that he had bent the derailleur back into place , and acted as if it was no big deal , that this type of repair was hit or miss when bending back into place. I left my bicycle and they had said it would be ready by the beginning of the week . it wasnt. They said they had to order the part. I asked them since the repair wasnt fixed , if they would apply what I had already paid for the repair, towards the new part, verbally he had said yes. I was called on Friday September 18 that my bike was done. he stated that the repair/new part was I thought I heard was $46 and change. he stated that he wouldnt charge me for labor. I arrived at the shop and the bike was going to cost me $56 and some change !!! I told him that I didnt have enough to get the bike out but I would pay $40 and pay the rest later. he said I had to pay in full in order to get the bike out. he said he would only charge me $50. so I paid it. I later got home and looked up the new part they had put on. The part was only $13.99 at Walmart. So I paid a total of $76.75 for a repair that wasnt fixed initially. They never deducted what I paid them for the first repair..instead I owed them %x what the part was worth. I will NEVER bring my bike there again. They completely ripped me off and Im considering taking them to small claims court.Desired Settlement: The part brand new wAs only $13.99 I paid them 26.75 for the first repair that was never fixed. I paid a total of $76.75. I want then to put the money I paid towards the first repair to pay for the replacement part and for them to refund me $50.00 !

Business

Response:

Customer dropped bike of on 07-08-15. Told customer that rear derailleur badly bent, should be replaced. Price was an issue, we told customer we could attempt to straighten out and align the bent deraillleur and frame section best as possible and hope for the best. Again, it was explained in no uncertain terms it probably would NOT hold up.Customer picked up repair nearly two months after completion, and she is correct, the job did not hold up, as we predicted.We only charged the customer for the part, no labor/installation charge. The price she was quoted was approx 50.00, plus tax, which is very close to what she paid.[redacted] claims she saw the derailleur at Walmart for 18.95, suggesting we grossly overcharged her. This is not true. We installed a Shimano [redacted] rear derailleur. This derailleur is not even listed on the Walmart site, nor does Walmart, or any mass-merchant we are aware of, stock the above-listed derailleur, let alone special order via their websites.It did take a few days to obtain the derailleur, as it was a special-order item, and had to be an exact match for her bicycle, which is an older machine. Had the customer allowed us to do the original repair correctly, it would have saved her considerable trouble and time.Please feel free to contact us should you have any additional questions or concerns about this complaint.[redacted]Service ManagerMTB INC

Consumer

Response:

Review: [redacted]

I am rejecting this response because:What Mini Trail Bikes says happened is a lie. It does not matter when I picked up the bike... the fact that they said they had told me that the "bent derailler may not hold up when I PICKED UP my bike is a flat out lie !! They said nothing of the sort. It wasn't until AFTER I picked up the bike and rode about a quarter mile down the road and the derailler fell apart, I then called them, told them what had happened and I had to walk back ( they didn't even extend any courtesy to help and come pick me up) . It was only until I arrived at the shop with a broken derailler ,it was then that they told me that sometimes bending the part back in place doesnt always work .. Ok then maybe they should have replaced the part for free after not fixing it the first time and apply the $26.75 for the NEW part which by the way IS available at Walmart for $13.99 not $18.or.whatever I researched the derailler guys and it was the same exact one you put on !!! ...BAD BUSINESS PRACTICE... I want my $50.00 back for the new part you put on that I should not have been charged for because you did not fix it the first time , and said nothing to me about the part bending or breaking until after it broke .

Regards,

Business

Response:

The derailleur DOES NOT EXIST FOR SALE at Walmart at any price, period. Let us also assume that the customer opted to have the derailleur replaced originally. The labor to straighten the frame and install/set up a rear derailleur would have been approx 35-40.00, plus the cost of the part. Her original repair was 25.00 labor. We charged NO labor when she returned for the new derailleur install, so the customer actually had the repair performed for 15.00-20.00 LESS than had it be done when originally repaired. We make every effort to satisfy customers, we have been at the same location for over 37 years.The customer is demanding the broken part now for free, and there is no logical reason for the demand, other than what should be obvious. It is not MTB's fault her derailleur was bent/broken from an accident. And had it been replaced originally we would not be going back and forth via this forum. MTB INC