Renovo Design LLC

Ms [redacted] This office represents Renovo Design with respect to your complaint to the BBC and with respect to any claims, including slander and defamation claims, related to that complaint, a copy of which is attached Henceforth, please direct communications intended for Renovo to this office As an initial matter, it is clear you are frustrated with the nearly-one-year wait time prior to delivery of the frame you ordered However, Renovo does not promise delivery in a particular time frame because it simply takes a long time to custom-make a bicycle frame out of wood which is, itself, often obtained from the far corners of the world It is for this reason it sometimes does take a year to assemble and deliver a custom-made Renovo This wait time is not a breach of the contract between you and Renovo and it does not suggest –as you have stated in your complaint –a “marketing lie;” “misrepresentation;” “fraud” or; “LIES” [sic] You have also claimed a customer can “end up with a bad bike worth nothing” –apparently solely on the strength of the wait time for your bike frame I want to be Renovo is in the business of manufacturing bikes It takes orders and those orders move through wood acquisition through production Sometimes that process takes a year The fact that Renovo manufactures an exotic and technically precise machine from wood is part of the allure of Renovo; it also is part of what makes turn-around time on orders slow The foregoing does not suggest –as you have maintained, publicly –that the bikes are bad or that the company is somehow dishonest When you post these kinds of –actually -accusations, without supporting facts it damages my client’s reputation and exposes you to the claims referenced above The purpose of this letter is to inform you that your statements are untrue My hope is that you will re-examine those statements for their accuracy and for their support This letter is a request that you withdraw those portions of your complaint which allege issues for which you have no evidence: the honesty of Renovo, quality of its bikes and allegations about fraudulent conduct These allegations are not only untrue, they are unsupported by any evidence As set forth above, a long delivery time is part of the manufacture of a specialty, exotic piece of machinery; it does not auger for your conclusions and public accusations against the Company I have spoken with Renovo and your bike was shipped today, October 16, Please contact this office if you would like tracking informationRenovo intends to respond to your complaint My hope is that you will re-examine that complaint and withdraw those portions which are simply inaccurate Please understand that you may have a dispute with Renovo about delivery times However, that dispute does not create a right to hurl reckless and baseless accusations Thank you for your prompt attention to this matter

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 Sincerely, [redacted]

Dear ***, I am contacting you to let you know that the bike frame was delivered yesterdayIt has small flaws in the finish and seams, and was packaged very poorly for a Six Thousand Dollar wood frame, but at least it has finally arrivedI also want to let Revdex.com know that on the afternoon of October we received an email alert from the vendor that the frame was being shippedThey had stated to Revdex.com that delivery was October 15. Furthermore, on that same day, I received a threatening letter from their attorney suggesting that I withdraw my Revdex.com complaint and that I am not to contact the vendor directly and that all communication shall be with their lawyers. It is unfortunate that it took a complaint to get a response and deliveryIt is also unfortunate that this whole thing could have been avoided if only the vendor kept the customer apprised of the progress instead of simply ignore or put off the customer. The workmanship is adequate at best for the thousands of dollars we paid. The vendor fails to realize that people who can afford to order a custom bike also has friends who have the same interest and resources who can afford to order a custom bike. So, if a future customer wants a custom wood bike frame, do business with this vendor only if the customer is willing to pay the entire sum upfront with an indefinite timeframe for delivery, be kept in the dark about the progress, and if the customer complains to the Revdex.com, expect a letter from their lawyer. We will never do business with this vendor again. That is no doubt the one thing upon which we and the vendor agree
Enough saidWe are having the frame inspected by a skilled wood craftsman. Recognizing that doing so will take time, and not wanting to hold things up any further with the Revdex.com, because the frame was finally delivered, this complaint is resolved
We wholeheartedly thank the Revdex.com, and in particular the Revdex.com serving Alaska, Oregon and Western Washington, in helping us resolve this matter. I am certain that I am not alone in appreciating the diligent service and voice that Revdex.com provides for the people
Much mahalo,
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** *** ***

The person who filed the complaint is not the actual customer and seems to be out of the contact loop and unaware of the following disclaimer which was on the ordering page of the website at the time the frame was orderedWe no longer make custom frames, so the disclaimer does not apply to our
current products and is no longer on the website At Renovo our frames are primarily handmade; this is a long complex processWe advise customers of this on our website: "We will give you an approximate delivery schedule but it’s an estimate, not a promisePlease bear in mind your frame is not made on the production line It is painstakingly handmade and we never compromise quality for the sake of speed, so please be patient if our delivery estimate is off, they just take as long as they take” We do not give guaranteed delivery dates as there may be circumstances beyond our control which slow delivery Setbacks occasionally occur, whether on your frame or the one preceding it, so delays can happen, but please rest assured that the only thing that is elastic about our process is the delivery time, never the qualityWe apologize for not being able to get back to all requests right away but we are a small shop and do get back to them as soon as we are able.On June 16h Mr*** inquired about the status of the frameWe responded the same day, estimating that it would take another weeks to completeweeks later Mr*** requested another update but less than hours later, before we had a chance to reply, Mrs*** had called and sent an email demanding a refundAt that point we were only two weeks off our estimateAnd now, with the frame expected to ship in under two weeks, we are just two months outside of our estimateWe are sorry it took longer than we anticipated but that is why we are upfront with this possibility and refuse to compromise workmanship for speed.Furthermore, Mr*** purchased a custom frame, produced to his exact specifications He selected the woods & frame options and the frame was based on his input to our sizing databaseMeaning the resulting frame is specific to himIn addition, we have invested labor and all materials required to complete his frame Due to this we cannot transfer it to another customer, nor can we offer a refund.Mr*** frame is nearly complete and we estimate we can ship it by 10/15/

We apologize for the delay in processing his refund The payment is scheduled for September 30th; he should receive it shortly thereafter

We deeply apologize for the way we have handled this customer’s inquiries regarding his order.  We neither lied nor intended to disregard him. There were three people in contact with the customer and they each assumed one of the others would be responding to his inquiries. When we said the...

frame should be complete in two weeks that was correct and at that point we sent Mr. [redacted] pictures of his nearly complete frame. We expected it to be run as normal and it should have been done in the two weeks we stated at that time. However, although our customer's frame was near completion, the production scheduler failed to schedule his frame for finishing so it didn't move forward through the process. It is entirely our mistake. The frame will be shipped out on or before 12/4.

We apologize for the series of problems that have made this customer's order the oldest order in our queue. We have tried to take care of everyone while transitioning to production bikes, however some orders have fought us harder than others.  We have not received any recent correspondence from...

him. It's possible he was using an inactive email address from a previous employee.  Barring any other major interruption to our regular flow, we should have the bike ready to ship by month end. During the next 2-3 weeks while we work to complete bike we will be available to promptly address any questions or concerns he has. We have sent our contact info (email address and office phone) in an email. He should be enjoying his Renovo by the start of the new year.

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.  
Sincerely, [redacted]