Pacific Cycle, Inc

Schwinn bicycles purchased through an independent bicycle dealer (IBD) are supported by another division, Cycling Sports Group
The Limited Lifetime Warranty for Schwinn Signature bicycles is as follows:
Component Warranty:
Most non-proprietary components have a limited warranty offered by
the component manufacturer directlyPlease contact your authorized dealer for additional information on making a warranty claim on such a partAll other parts except Wear Parts are guaranteed against a defect in materials or workmanship for as long as the original purchaser owns the bicycle, subject to the terms and conditions of this limited warrantyIf failure of a part should occur due to a defect in materials or workmanship as delivered with the product, the part will be replacedPlease contact an authorized dealer to initiate a warranty claim on your behalfAll parts must be returned for inspection at the customer’s expense and be accompanied by a copy of the original and dated proof of purchaseWear parts, defined as grips, tubes, tires, cables, brake shoes, and saddle covering have a thirty (30) day limited warrantyClaims against Wear parts must be made within thirty (30) days of purchasePlease contact your local authorized dealer for warranty assistance on components
A copy of this complaint has been forwarded to the CSG group
Kind regards,
M*** *** Director of Customer Service
Pacific Cycle, Inc

[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]

Good afternoon,We will be sending the wheel out to Eugen today, and he will also receive order confirmation and tracking via email. Thank you,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I checked voicemail for the initial number which was provided during the complaint of [redacted] immediately after receiving this response from the company. The voicemail is not full. There is no reason that a voicemail should not have been left. Communication has not been forthcoming.
Regards,
[redacted]

Dear Revdex.com,
We received the consumer complaint regarding a broken GT i-Drive frame that was originally purchased 13 years ago. The consumer referenced attachments, but unfortunately none were included.
The consumer also references the 2015 GT Limited Warranty terms and conditions, but that's not...

what was offered with his 2002 GT i-Drive Race.
The 2002 GT Warranty for full suspension frames extended for a period of 5-years from the date of purchase. Proof of purchase was not included, so the assumption based on the model year is that the length of warranty coverage has expired.
Lastly, Cannondale Sports Group of Wilton, CT is the GT brand owner so this consumer complaint has been forwarded for their consideration.
Respectfully, [redacted] Sr. Director, Customer Service & Sales Support
Pacific Cycle, Inc.

Dear Revdex.com,
Thanks for the notice, but I've been on vacation and was unable to respond prior to today.
However, we'll contact the consumer immediately to resolve the issue.
Kind regards, [redacted]

Review: To Whom It May Concern:

Time is of the essence in this matter, as my GT Bicycle is my only source of transportation for my ten-mile commute to college, and unfortunately I discovered this morning that the frame on my bicycle is cracked and beyond repair – a GT Authorized Dealer advised me I should longer ride the bike and stated the frame cannot be repaired. Furthermore, as a forty-five year old owner of my present GT bicycle and an owner of GT bicycles since I was twelve years of age, I was surprised to find my frame cracked earlier today. Also, as a husband and father of three, I made a huge sacrifice to return to school at the age of forty-four to pursue my B.A. in Finance and Decision Sciences – I sold my car to pay for school through to completion, which included my depending on my GT bicycle to be a continued source of reliable transportation while my wife stays home with our kids to teach them (we are a homeschooling family). With all of this in mind, I am sure you can see why I need to have my GT Bicycle replaced as soon as possible, preferably the week beginning February 23, 2015.

This letter shall serve as my claim under the limited warranty provided with GT bicycles. The warranty (see Attachment A) clearly states:

GT frames (except frames for Freeride, and Dirt Jumping bikes, see below) are

warranted by GT Bicycle Corporation, 1 Cannondale Way, Wilton, CT 06897 against

manufacturing defects in materials and/or workmanship for the lifetime of the original

owner.

Pursuant to the warranty, I am submitting proof that I am the original owner (see Attachment B for a copy of the receipt). Additionally, I took the bicycle to a GT Authorized Dealer, Two-Wheeler Dealer in Brea, CA, today and the staff took pictures of the cracked frame and they confirmed the frame cannot be repaired. Additionally, I was advised that if GT Bicycles sent me a replacement frame that the components (wheels, shocks, etc…) on my damaged bicycle could not be transferred to a replacement frame due to changes in geometry, new standard sizes, and changes in components (wheels, shocks, etc…). Additionally, I have attached pictures (see Attachment C) of the bicycle as a whole along with close-up pictures of the cracked frame. I am sure that after the pictures have been reviewed, your team will agree the frame cannot be repaired.

In light of the fact that a replacement frame in itself will not satisfy my need to have an operable bicycle to commute to school with, I am requesting my GT bicycle be replaced this week, the week beginning Monday, February 23, 2015, as a ten-mile walk to school is not practical and I live five miles from the closest public transportation. My GT iDrive Race had a retail price of $2,399 (see Attachment D) in 2002 and it was equipped with excellent components. I have reviewed the GT Bicycles Website at www.gtbicycles.com and there are three comparable GT bicycles, accounting for dollar inflation and a bicycle with comparable components (wheels, shocks, etc...) shown there, and they are the:

Helion Carbon Expert (1)

Sensor Carbon Expert (2)

Force Carbon Expert (3)

I have taken the liberty to enumerate my preference in a replacement bicycle as 1, 2, and 3 above.

In closing, I am sure it can be ascertained why I am in need of a replacement bicycle this week. Please keep in mind I will now have almost no way to commute to school until I receive a replacement, other than walking to school or continuing to ride the bicycle – I am seriously concerned the frame could snap if I continue to ride it. My contact information is:

Address: [redacted]

Email: [redacted] Sincerely,

Cc: [redacted] President and CEO

Dorel Industries, Inc. [redacted], President and CEO

Dorel Sports / Cycling Sports Group / Cannondale Sports UnlimitedDesired Settlement: See the "Tell Us About Your Problem" section above.

Business

Response:

Dear Revdex.com,

We received the consumer complaint regarding a broken GT i-Drive frame that was originally purchased 13 years ago. The consumer referenced attachments, but unfortunately none were included.

The consumer also references the 2015 GT Limited Warranty terms and conditions, but that's not what was offered with his 2002 GT i-Drive Race.

The 2002 GT Warranty for full suspension frames extended for a period of 5-years from the date of purchase. Proof of purchase was not included, so the assumption based on the model year is that the length of warranty coverage has expired.

Lastly, Cannondale Sports Group of Wilton, CT is the GT brand owner so this consumer complaint has been forwarded for their consideration.

Respectfully, [redacted] Sr. Director, Customer Service & Sales Support

Pacific Cycle, Inc.

Review: While running with my BRAND NEW InStep Safari Double Jogging Stroller, the front wheel came completely off, causing both of my children to have head injuries- including my four month old daughter.

Facts:

-The front wheel was installed CORRECTLY. My husband followed the instructions down to the smallest detail, and used a wrench to make sure the quick lock was tight enough.

-I was running on FIXED WHEEL.

-The swivel lock was checked and double checked along with tire pressure prior to my jog.

-I was not running at a high speed.

-My children's weight were not a factor, as my daughter weighs 11 pounds and my son weighs 30.

I contacted InStep as soon as I got home and they told me they could replace parts but not give me a refund. Why would I want to use a product again that has harmed my children? InStep refuses liability and refuses to refund my money. This product should be recalled.Desired Settlement: This business has a responsibility to refund my money in exchange for this faulty product. This business also needs to review manufacturing because I am not the first complaint of this wheel coming off. This product should be RECALLED.

Business

Response:

Dear Revdex.com,

We received the notice of [redacted] and will contact her directly to resolve.

Kind regards, [redacted] Sr. Director of Customer Service

Pacific Cycle, Inc

Review: Bought a brand new bike from [redacted] wholesale and product had broken speed control.Called manufacture and they told me that they would not honor warranty because I purchased from wholesaler and she said product is purchased as is. The company doesn't want to replace product even though product is brand new in box and has never been used, not standing behind warranty on defective item and using the supplier as an escape goat to cover product when they sell same product at [redacted] around the United States.Desired Settlement: Replace parts an honor warranty

Business

Response:

Dear Revdex.com,

Thank you for the notice.

After reviewing the complaint and verifying our records, we've determined that [redacted] is not an authorized dealer of our products and we have no record of any sales to them.

Considering the girls Chromium has a retail range betwwen $90 and $110, and the consumer purchased the merchandise below the manufacturing cost, it is probable that [redacted] procured the merchandise in the condition the consumer acquired it (defective/refurbished/returned).

I've attached a copy of our limited warranty policy. One of the primary limitations is that it extends to the origianl purchaser only. We do not offer a warranty on refurbished or used merchandise. As such, we can only suggest the consumer return the product to the place of purchase for a refund because it does not come with a manufacturers warranty, as [redacted] may have implied.

We will notify our legal department and issue a cease & disist letter to [redacted] regarding any implied warranty.

Sincerely,

Sr. Director of Customer Service

Pacific Cycle, Inc

Consumer

Response:

Review: I ordered a mongoose bike from there online site on Nov 13, 2014. Invoice stated a total charge of $284.99. on Nov 17 they charged my account the $284.99 and then also charged me an additional $18.22 with no explanation for additional charge. Subsequently bike went on same about two weeks later for $202.49. My wife called their contact number on my invoice (order number [redacted] as [redacted] but could not get a person on the phone. She has left messages regarding the charge and a price adjustment but no luck. They did try calling once but every time wife calls back she can not speak to a person regarding matter. Wife also tried by email and received an message back saying they would contact her within 24 hrs but no such called happened. I am now past my 30 days for price adjustment due to their lack of answering calls. Plus still want my over charge 18.22 back.Desired Settlement: I am now past my 30 days for price adjustment due to their lack of answering calls, but still feel as if I deserve the price adjustment. Plus still want my over charge 18.22 back.

Business

Response:

Dear Revdex.com,

Thanks for the notice, but I've been on vacation and was unable to respond prior to today.

However, we'll contact the consumer immediately to resolve the issue.

Kind regards, [redacted]

I called their costomer service for a Schwinn bike a bought that needed a replacement part. The rep asked me for the serial number and the date of manufacturing. Had the serial but didn't know where to find the date of manufacturing and told her so. She then procedded to ask me my age, my year of birth, then my age again. Then said it would take a copy of my recipt and 90 days to prosess. Told her I'd just take the bike back to the store and get another one. She said "do that and tell your parents to call next time." Told her I was hanging up now and she replied "go ahead, I have your parents number to call them back." I told her "you do that, honey" and hung up.

Review: Purchased a Schwinn bicycle for my son 2 years ago from Target. It has never gon very far without the chain coming off even since the day we purchased it. We put in a written complaint via the website form, but no one ever responded. We called the customer service number and were sent a part out which we were advised would definitively resolve said issue. We brought the bike to Target, and they had their professional install the part. After they installed the part, the chain fell right off after the bike was used.Desired Settlement: At this point, we'd like a new bike. We can't imagine sending off the bike for service yet again or having someone diagnose this issue over the phone only to be wrong.Due to our distance from Washington D.C./Richmond, we would like to avoid making what is likely to be a 120 mile trip in the most horrific traffic in the USA to a service center only to find that the chain comes right back off when we get it home.The manual cites a Lifetime Warranty. Please take great steps to honor it.

Business

Response:

Dear Revdex.com,

Thank you for the notification. We'll reach out to the customer for resolution

Kind regards,

Sr. Director of Customer Service

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 only if the business reaches out to me as stated.

Review: Request #[redacted] request for service under warranty submitted October 12, 2014, 7:23 PM

Greetings,

I purchased my Sierra 1 2013 from an independent dealer in May of 2014.

Serial Number [redacted] I have had to replace the rear tube twice (once at two different shops), both shops said it looked like there must be a defect in the rear wheel or tire causing these small punctures in the tube. The first one was replaced under warranty, because I have moved out of state (and I was stranded) the second was done out of pocket.

I originally purchased the bike in Lake City, FL, but I now live in Fort Wayne, IN.

Is there anyway I can get a new wheel/tire sent under warranty or is there a local shop that can evaluate this and is there a process for reimbursement if it is ruled that the wheel is defective and causing the tubes to pop.

Thanks so much! [redacted] On November 22, 2014, 5:01 pm I received an email asking "How would you rate the support you received?" I wrote back that I had not received any support at all. I replied with the message above again at that timeDesired Settlement: they replace both wheels and tires with tested ones with no defects

Business

Response:

Schwinn bicycles purchased through an independent bicycle dealer (IBD) are supported by another division, Cycling Sports Group.

The Limited Lifetime Warranty for Schwinn Signature bicycles is as follows:

Component Warranty:

Most non-proprietary components have a limited warranty offered by the component manufacturer directly. Please contact your authorized dealer for additional information on making a warranty claim on such a part. All other parts except Normal Wear Parts are guaranteed against a defect in materials or workmanship for as long as the original purchaser owns the bicycle, subject to the terms and conditions of this limited warranty. If failure of a part should occur due to a defect in materials or workmanship as delivered with the product, the part will be replaced. Please contact an authorized dealer to initiate a warranty claim on your behalf. All parts must be returned for inspection at the customer’s expense and be accompanied by a copy of the original and dated proof of purchase. Normal Wear parts, defined as grips, tubes, tires, cables, brake shoes, and saddle covering have a thirty (30) day limited warranty. Claims against Normal Wear parts must be made within thirty (30) days of purchase. Please contact your local authorized dealer for warranty assistance on components.

A copy of this complaint has been forwarded to the CSG group.

Kind regards,

M. [redacted] Director of Customer Service

Pacific Cycle, Inc

Review: I purchased a Schwinn Free Runner Stroller model number [redacted]. This is a jogging stroller and is defective because its alignment cannot be set properly - it pulls to the left. I have followed all manufacturers use and care instructions and yet the problem persists. I have read reviews and found that other purchasers have the same problem and that, as with me, the problem did not manifest until after its initial use. For this reason, the problem is clearly the result of a latent defect. I put my 16 month old daughter in the stroller and am concerned that using in its defective condition is unsafe.Desired Settlement: Refund or replacement with a properly functioning non-defective model.

Business

Response:

Dear Revdex.com,

We received the complaint and will contact the consumer for an amicable resolution.

The product comes with a limited warranty so we should be able to replace it if it's within the terms of coverage.

Kind regards,

Sr. Director of Customer Service

Pacific Cycle, Inc

Review: I contacted Pacific Cycle to warranty my son's bike pedal and crank... However after they said they're shipping out a part to me, that was the last I heard. I tried emailing them, nothing... I have done it again tonight, but it usually takes 5 days for a reply which is also unacceptable.Desired Settlement: I paid 300 for this bike. I would like the part.

Review: I purchased a Rodamaster Granite Peak 18 speed bicycle that was manufactured by Pacific Cycle. It was assembled improperly, I am not sure if it was the fault of the manufacturer of the product or the local store I purchased it at. I was told by the staff at the store that it was the fault of the manufacturer. I have sent numerous emails to Pacific Cycle in regards to that but have received no correspondence.Desired Settlement: I am seeking either a repair of the product or a replacement.

Business

Response:

Dear Revdex.com,

Thanks for the info, we'll contact the customer to resolve.

Kind regards,

Sr. Director of Customer Service.

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.

From: [redacted]

Date: Thu, Jul 25, 2013 at 9:33 AM

Subject: Re: You have a new message from the Revdex.com of Wisconsin

To: "[redacted]

Thank

you for your assistance. Pacific Cycle sent me the parts to replace the

defective parts. My issue with Pacific Cycle is resolved.

The Kidtrax product I purchased was faulty and any attempts to get replacement parts have fallen on deaf ears. You can not get through via phone, all emails are kicked back as undeliverable and the email address does not exist. When you try to fax the faxes get kick back as undeliverable. I would never recommend this company to anyone.
The customer service is atrocious and negligent. It leads me to believe they are aware they sell faulty products and put forth effort to evade correcting the issues with customers.
One of the customer service number isn't even their number, the person who answered said she gets call for them all the time.

Review: We bought our son a mongoose bike for his 13th bday. He was riding it and the gear shifter when he switched gears jammed up and went through the spokes! Now since the fall we have been emailing back and forth sending them dozens of pictures with numbers that they have requested. We have a brand new for months that he hasn't been able to ride and that he could have been severely hurt on. Also because I have read that this isn't the only complaint of this I have seen from the exact same problem I am going to file a complaint with CPSC so they can investigate. Other children could be hurt. If this is an issue. Luckily my son was going very slow at the time.Desired Settlement: I want the bike fixed, exchanged or refunded.

Business

Response:

From our records, we replaced the bicycle on April 8th, order number [redacted]. It was delivered to [redacted] on April 10th.

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.

Review: Tina,

Product: [redacted]

Purchase: 12-06-2014

Model: [redacted]

Message: The SWINN dealer in FT Myers, FL inspected my bicycle. They said

my chain and sprocket on the rear wheel needs to be replaced. The chain continues to slide over the sprocket, in all gears.

In addition, the derailleurs are badly worn. They should be replaced to allow the bike to function, properly.

Delivery should be to [redacted], ste 300 (#[redacted]: UPS Choice). My phone number is [redacted].

Customer S

Customer Service (Pacific Cycle)

Sep 11, 1:19 PM

Hello [redacted],

I see that we have already placed one order for the right shifter, cable end cap, both brake assemblies, reflector bracket, rear reflector and wheel reflector. For any more parts, you are going to need to provide a copy of the sales receipt as well as brief description to what happened to the bike.

Kind regards,

Amber

I have no way of purchasing the Pacific Cycle parts. SWINN does not financially compensate you for parts or repairs. The length of delay is resulting in significant physical and monetary loss. I use the bike for transportation.Desired Settlement: Send the sprocket, chain. front derailler, and rear derailler to the delivery address provided. Time is of the essence.

This act will allow Pacific Cycle to comply with the written warrenty.

cc

Business

Response:

We were awaiting a response from the customer as to why these parts needed replaced, and also a copy of the receipt, per warranty instructions. Once this is received, he would be contacted back regarding his parts request.

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.

Regards,

Review: I purchased a high end Mongoose mountain bike in 2000 with a lifetime warranty. Recently I found the frame to have a defect crack in the neck area of the bike which would make the bike very dangerous to ride. I contacted customer service with proof of defect. Customer service concurred with the lifetime warranty of the bike, but refused to honor the policy without proof of purchase. It is nearly impossible to find a 13 year old receipt, however I showed reasonable proof including photos of the bike. I asked to speak to a supervisor and since then customer service has failed to respond to me anymore. I find it irresponsible that Pacific Cycle will not honor the repair or replacement of this bike especially with this defect in a crucially structural part of the bike that would surely cause serious injury if it was totally compromised. I still ride this bike as I need to, however I am very afraid it may cause bodily harm to me. I wish Pacific Cycle to repair or replace the defect product as stated in the warranty.Desired Settlement: Repair or replacement of product

Business

Response:

To whom it may concern;

We received the complaint and will contact the consumer for an amicable resolution

Kind regards,

Sr. Director, Customer Service

Pacific Cycle, Inc