Performance Bicycle Shop

Complaint: [redacted] I am rejecting this response because: there is no response.Sincerely, [redacted]

I had a wonderful experience with Barnhill Chimmney Cothey were efficient, kind, and quickKyle N [redacted] was the lead person and he was so personable and helpful I will use them again for sure

I have Barnhill chimney sweep out every couple of years to clean chimney$for two guys to show up and clean a chimney in minutes is pretty highAfter they left I got an email with an estimate for over $9,for repairs to my chimneyNo one said anything to me while they were hereTo make matters worse the repairs,my hat they would guarantee for a lifetime, are repairs that they did a few years back I feel like they made a huge attempt to rip me off and I am disgusted Laura J Koester

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:Foremost, the corporation has responded in a professional manner and I find their offer to be consistent with the best practices I expected to encounter on the night of the initial incident I cannot accept the offer because the Corporate response makes it clear that Karl and Jonathan of [redacted] Performance Bicycles have omitted some key facts in communicating the details of the aforementioned incidentThose details are listed below: The "female caller" was my wife; she absolutely did inquire about the status of the bicycles in the store and did -as noted- clarify that the store would honor the advertised web price of the bike The web site showed both colors available in the [redacted] store; I even showed Karl that on my [redacted] When Karl checked the internal system, it showed only the one color Perhaps the most significant indicator of business ethics and honest practices: neither Karl nor Jonathan ever offered to order the bicycle - regardless of colorI was simply told "there is nothing we can do for you." Performance Bicycles has made a resonable offer in an effort to reconcile this matterHowever were I to accept this offer, I would be doing so knowing the offer was made without the benefit of the full details (and doing so on the Revdex.com's third (and final) attempt to facilitate resolution)My integrity is worth more than the monetary savings they offer Furthermore, the corporate response does not address the shabby customer service, the hours I spent on the premises calmly and politely awaiting assistance and then quietly affording Karl the opportunity to work a solutionJonathan's eventual return phone call to the store was abbreviated and one-sidedWhen I insisted Karl call him back so I could speak to the manager (Jonathan) he refused to talk to me; then refused to provide his name; and never asked the customer what happenedI was wrongly accused of refusing to leave the storeAnd, when ultimately asked to do so - in their final act of cowardice and in professionalism without recourse, I walked out (with my & year old daughters) I am an Army officer and have deployed to combat times, have been wounded in defense of our Nation and on this 11September I happily decline Performance Bicycle's offer and wish them future success in hiring and retaining employees whose professionalism is beyond reproachI will purchase bicycles for my children from an establishment worthy of my business and that of my children Regards, [redacted]

I am rejecting this response because:Well, r one reason is the gentleman that wrote this letter was not even present when all this happenedAlso, I walked into that place of business strickly for one reason and one reason only and that was to have my spoke on bike fixedWhen I did the guy who I spoke to said "It was not fixable that I needed to replace the wheel."I agreed only because I believed him, I had no reason not to believe himI did at that point ask if he could adjust the brakes because it had been a while and he told me, "my brakes were obsolete and that actually they were 'illegal'." I completely remember that because it pretty much blew me awayI mean I knew the bike was yrs old but how could that be I wonderedBut like I said, I had no reason at this time not to believe him(I mean, he is the expert here and I am not) And yes I called next day because I had lost my job but I was in no way shape or form rude to anyone at this timeI just said, have him replace the wheelWell after a whole week goes by and not one call from them I decide to go in and find out whats up with my bikeIt had not been touched and the guy who I first spoke to was there and he did not even come over and talk to me he let this other gentleman handle it which this other guy said, when I asked why has it not been fixed said, "well we usually ask for payment up front." That was not true because I ask on my first visit if he needed me to put money down and I was told noI was blown away at their whole 'oh well' about the whole matter that I said, just give me my bike backAnd as I walked out towards the front door I felt my back wheel dragging against my frame of bike, so Yes they did touch it.Furthermore, my bike is not an old bike in bad condition, I'll tell you I get more complements on my bike almost on a daily basisAlso, it took me a week or so to get back to them, after another shop fix my original wheel because I kept looking at my pic of bike I took just couple weeks prior to spoke breaking and I finally spotted how I could prove the changed the crank from my picture.In addition I was told even when I first tried to talk to the manager and he did not, absolutely did not want to hear what I had to say and instantly told me never to call backEven when I tried to call back for a copy of my work order on the bike because I had misplaced itHe asked if this was Sandra, when I said yes he hung up on me

This customer came into our store on the 24th of AugustShe brought in a very old and well used bicycle that required quite a bit of service including a rear wheel that had at least broken spokeShe agreed to have the service done but did place an emphasis on rear wheel in particular as it
rendered the bike unrideableMy service tech discussed options with her and told her that due to the age and condition of the wheel it would be better and more cost effective to order a replacement wheel as the current wheel would continue to have spokes break due to the age and conditionShe agreed to us ordering the new wheel but said she needed the bike by MondayWe did inform her that some of the work she requested could be completed in time but the wheel could not be done as the special order would take a few days to arriveShe left the shop with the work scheduled on her bikeThe next day she called and spoke to another employee at the store and told him she wanted to cancel all service except the wheel and again insisted on Monday though we informed her again the wheel would not arrive by MondayThis call came in on Friday 8/@ 1pm. She was extremely agitated at the time of the call and was quite rude to my service techHe was able to calm her down and figure out what the issue wasShe said she had lost her job and could not afford to pay for all the labor anyway so we cancelled all other service at this timeShe came into the store next on Wed and was extremely belligerent to my staff, used abusive language, including profanity, and demanded her bike backShe took the bike at this time, stating again that she had lost her job and couldn't afford to pay for any service and she would do the work herselfAt this time she left with her bike and no service whatsoever had been done to itIt never left the storage hook we put it on the day she brought it inHer special order wheel arrived that same day and we called her to let her knowThe following day, Thursday, she arrived in the store and purchased the new wheel, which we discounted for her by $for a total cost of $plus taxShe stated at this time she would do the labor involved in changing the old wheel out for the new one herself and asked which tools were requiredWe were out of stock of the necessary tool but did contact a local competitor for her that had the tool in stockShe left the store with her new wheel headed to another bike shopIt wasn't for a week or two later that we heard from her againAt this time she was extremely rude again to my staff, yelling, threatening and a lot of profanity......stating that we switched out a part on her bikeAt this time she accused of us switching her crank set out, which was a completely statementShe continued to call and harass my staff and even came back into the store with the same accusations and always very abusive and rudeThe store contacted me and I told them at this time to inform her she was no longer welcome in our storeI would not allow anyone to speak like this to my staff and we had done no work whatsoever on her bikeThe only thing we did for this customer was to sell her a wheel and the register transaction # for this purchase is *** and made on 8/

Thank you for contacting Performance Bicycle Customer ServiceWe have assigned your inquiry to a service specialist and you will hear back soonWe make every effort to respond as quickly as possible, and you can expect a reply within hours
Performance Bicycle Customer
Service
***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Foremost, the corporation has responded in a professional manner and I find their offer to be consistent with the best practices I expected to encounter on the night of the initial incident. 
I cannot accept the offer because the Corporate response makes it clear that Karl and Jonathan of [redacted] Performance Bicycles have omitted some key facts in communicating the details of the aforementioned incident. Those details are listed below:
1. The "female caller" was my wife; she absolutely did inquire about the status of the bicycles in the store and did -as noted- clarify that the store would honor the advertised web price of the bike. 
2. The web site showed both colors available in the [redacted] store; I even showed Karl that on my [redacted]. When Karl checked the internal system, it showed only the one color. 
3. Perhaps the most significant indicator of business ethics and honest practices: neither Karl nor Jonathan ever offered to order the bicycle - regardless of color. I was simply told "there is nothing we can do for you."
Performance Bicycles has made a resonable offer in an effort to reconcile this matter. However were I to accept this offer, I would be doing so knowing the offer was made without the benefit of the full details (and doing so on the Revdex.com's third (and final) attempt to facilitate resolution). My integrity is worth more than the monetary savings they offer. 
Furthermore, the corporate response does not address the shabby customer service, the hours I spent on the premises calmly and politely awaiting assistance and then quietly affording Karl the opportunity to work a solution. Jonathan's eventual return phone call to the store was abbreviated and one-sided. When I insisted Karl call him back so I could speak to the manager (Jonathan) he refused to talk to me; then refused to provide his name; and never asked the customer what happened. I was wrongly accused of refusing to leave the store. And, when ultimately asked to do so - in their final act of cowardice and in professionalism without recourse, I walked out (with my 5 & 7 year old daughters). 
I am an Army officer and have deployed to combat 6 times, have been wounded in defense of our Nation and on this 11September I happily decline Performance Bicycle's offer and wish them future success in hiring and retaining employees whose professionalism is beyond reproach. I will purchase bicycles for my children from an establishment worthy of my business and that of my children. 
Regards,
[redacted]

Complaint: [redacted]I am rejecting this response because:  there is no response.Sincerely,[redacted]

I have Barnhill chimney sweep out every couple of years to clean chimney. $250 for two guys to show up and clean a chimney in 45 minutes is pretty high. After they left I got an email with an estimate for over $9,000 for repairs to my chimney. No one said anything to me while they were here. To make matters worse the repairs,my hat they would guarantee for a lifetime, are repairs that they did a few years back.

I feel like they made a huge attempt to rip me off and I am disgusted.

Laura J Koester

I had a wonderful experience with Barnhill Chimmney Co. they were efficient, kind, and quick. Kyle N[redacted] was the lead person and he was so personable and helpful I will use them again for sure.

Review: Hello:

I was disappointed about the service of the Performance Bicycle store located at [redacted], VA.

I was planning a bike trip on Sunday (7/7/13) morning but found a flat tire on my Giant Innova bike Saturday afternoon so I ran into the store to get a new inner tube. I brought my leaking tube which marks 24", although the bike wheel size is 26" and the size on the tire is 26x1.38. When I check out the tube, the associate suggested that I need to use 26 inner tube so I did. However, he gave me a size of 26x1.5-2 which was too fat for the original 26x1.38. I found this problem and went back for an exchange, this time I got 26x1.38 and came back home to install it. However, the tube was obviously too big for the rim and I realized that I have to go back again. So I went to the store for the third time for an exchange. I was not happy about that and asked if they could install it free for me to make sure the size fit. I could do it myself but the three trips cost me too much time and I do not want to come back again if something went wrong. I didn't even get an apology, the store manage was quite rude and said it was my fault because I asked the wrong size-I brought the original size of the tire and inner tube that clearly mark the OEM specs to the store, I didn't understand why it's my fault. The manage also asked me to sign on a blank form without any explanation, which I refused of course. The staff there do not have enough knowledge about bikes and can't tell the difference about old and new standards of the tire sizes. In fact, the staff in another store located in [redacted]'s [redacted] are much more friendly and knowledgeable. I'm glad I went to this store. They figured out the problem and fixed it right away. It was because the 24" and 26" inner tubes have different sizes for old and new systems. If I went to [redacted] store again I would have to go back for the exchange of the wrong size.

I also found that the [redacted] store voided my receipt in their system after I left the store to either make trouble for me to return the wrong size tube or deny the evidence of sales. Fortunately another chain in [redacted]'s [redacted] store allowed me to exchange for another one and helped me to install it. I sent a complaint to the headquarter but no one has contacted me about this issue.

As a chain store, [redacted] store should keep good performance and reputation, and get enough professional training on how to treat their customers. They have the best location in this area but the service was not satisfying. No wonder their reviews were so poor on the internet. If not for their mistakes, I am already on the road trip and enjoy the nice weather. Instead, I had to cancel the trip to fix the bike on Sunday, which was not fun.

Regards,

[redacted]Desired Settlement: A sincere formal apology from the store

Review: Found a 20" bicycle on performancebike.com for an advertised sale price of $149.00. I called to confirm the store would honor the advertised sale price (listed as an online sale); store salesman confirmed they would. I confirmed the availability of the item in the [redacted] store (intended to purchase 2 bikes - one in each available color).

The manager offered me a model year newer at $50/ea (~30%/ea) price increase.Desired Settlement: Sale of the bikes at the advertised price.

Business

Response:

August 21, 2014Dear [redacted]:Thank you for your letter regarding [redacted]'s recent experience at our [redacted], VA store. We want every customer to have a positive experience at our stores, and we welcome the opportunity to resolve this complaint.We have reviewed this complaint with the store staff and the District Manager. Our understanding of this incident is that [redacted] was looking at the Performance web site and saw a 2012 20° [redacted] Kid's Bike, Item # [redacted], with a clearance sales price of $149.00. On 8/14/14, a female called the [redacted] store and asked if the store would match the on-line price of an item. The Manager on duty, Karl, told her that we would match the on-line price. The caller did not ask about a specific item or inquire about the store availability of any item. The web site did show the green 2012 [redacted] Kid's Bike to be available at the store. The web site showed no availability of the blue model at the [redacted] store or at the warehouse. Unfortunately, the Store was out of Stock of the green model at the time of [redacted]'s visit.Karl explained to [redacted] that the green 2012 [redacted] Kid's Bike was no longer in stock in the store, but we have some in our warehouse to order upon request, Karl showed [redacted] the 2014 [redacted] bike and gave [redacted] the option of ordering the 2012 model at the advertised price of $149.00, and it would be delivered to the [redacted] store or purchasing the 2014 model. [redacted] did not like either of these options.In your letter, [redacted] indicated a desired outcome of the sale of the bikes at the advertised price. Although the [redacted] store does not have either color of the 2012 [redacted] bikes in stock, we have checked the inventory at our other stores in the DC market and have located a green 2012 model at our [redacted], Maryland Store. To resolve this complaint, we will be happy to have the green model of the 2012 [redacted] Kid's Bike (Item #[redacted]) shipped to the [redacted] store, assembled and then sell it to [redacted] at the advertised price of $149.00. Since there is no availability of the blue 2012 model [redacted] bike, we will sell [redacted] a 2014 model of the Starling bike (Item #[redacted]) for the $149.00 advertised price for a 2012 model. The 2014 model comes in two colors, white and pink.Please ask [redacted] to contact Karl at the [redacted] store (###-###-####) and confirm delivery of the green 2012 [redacted] at the [redacted] store.Please contact me if you have any questions.Sincerely,Michael H Vice President of Human Resources

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Foremost, the corporation has responded in a professional manner and I find their offer to be consistent with the best practices I expected to encounter on the night of the initial incident.