Resort Watersports

Review: I had purchased a used bicycle from Adrenaline Water Sports in late December 2012 as a holliday gift. The bottom of the purchase receipt clearly indicates free tune ups and repairs. The ony time I had brought the bike back was for a rear wheel repair. I was told that they do not send out wheels to be "trued" and that I would need to buy a new wheel, which they would install at no charge. I told them that I had free repairs and would like them to perform whatever repair was needed as stated on the sales receipt. They declined. I then asked seveal times to speak with the owner to no avail. I tried emailing through their site requesting to speak with the owner. I was referred to the manager ([redacted]). I asked her to please have the owner contact me which he finally did. I told him of my experience and he stood strong with the wheel replacement being my responsibility. I referred to the notation on the bottom of the sales receipt and he asked me if I have ever "trued" a wheel. I said no. He said that process never fixes the problem permanently and a new wheel is needed for a proper repair. I sid ok, then replace the wheelunder your free repair policy. He said no and that he does not want to do business with me nor want me in his shop. He then offered to buy the bike back. I agreed to his offer and he said a check would be waiting for me at the location for the original purchase price of $107. He then called me back the next day and stated the bike was purchased in December 2012 and a $5/month fee would be assessed reducing the original check of $107 to $67. He told me to make the decision to take it or leave it. I told him that I was not satisfied with his "new offer" and would not make that decision on the spot. He then told me there would be bike storage fees of $20/month assessed. I told him I will contact him soon.Desired Settlement: I would like Adrenaline to buy the bike back for the price I had paid. I am fearful, now, that if I had the shop perform the repair and I ran into another issue in the future, I would encounter the same problem with managemant/ownership. I no longer wish to do business with this merchant.

Business

Response:

To all concerned re: 9746248:

Mr. [redacted] purchased a bike from us on Dec 26, 2012. Our bike purchase policy is that we provide free air and tune ups for any bike purchased at Resort Watersports. Free tune ups include: seat adjustment, tightening of nuts and bolts, chain lubing, basic light maintenance etc. If a part breaks on a purchased bike, we offer to put the part on for free as long as the customer purchases the broken part required. We DO NOT, purchase parts for bikes when costumers need them, we only provide free labor to remove and replace the broken part. Mr. [redacted] has interpreted our policy to provide him with free parts. Most understand that buying parts for their bikes is not a service any business can provide and also appreciate the service that we do offer.

Mr. [redacted] bent his wheel and expected us to replace it if we could not fix it. We could not accommodate his repair of a bent wheel and advised him we would install a new wheel at no charge if he brought a wheel in to replace his broken one. He refused. In a further attempt to make Mr. [redacted] happy, we then offered to buy his bike back at the price he purchased it for minus a $5 per month use/wear and tear fee. He used the bike for 8 months so the total fee was $40. We rent bikes for $65 per week so this seemed more than fair. We wrote him a check for $67.66. ($107.66 purchase price minus $40.) He refused this as well. Mr. [redacted] has stored his bike at our facility for free since August. We feel Mr. [redacted] is trying to take advantage of us and has unrealistic expectations beyond our other customers. If Mr. [redacted] provides an address, we will mail him the $67.66 check.

Thank you,

Resort Watersports

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution. Please respond in this space ONLY]

The owner of Resort Watersports is incorrect regarding a couple significant details. First and foremost, the receipt (attached) CLEARLY states tune-ups AND REPAIRS. The needed repair wasn't due to a bent wheel. I was told the wheel needed to be "trued", a process that adjusts the spokes allowing the wheel to turn evenly. Resort Watersports told me that they do not do that type of repair. That's not my problem. It's a repair.

Secondarily, the offer to purchase the bike back was for the purchase price. I agreed to that. The next day, the owner then retracted that offer, reducing the figure by $5 per month for useage/wear. I declined that second offer. The bike has resided there since August due to this issue not being resolved.

Resort Watersports can either write me a check for the full original purchase price of $107.66 and put this unprofessional experience to bed or see me in small claims court.

Regards,

Business

Response:

RE: 9746248

My initial reaction to this is to pay the $107.66 and be done with it as the amount of money is not worth this effort or turmoil. But others involved says that it is not a fair resolution and the company is being bullied. Why does the complainant get a bike for 8 months gratis? Yes the receipt says tune ups and repairs free but the clerk who wrote it explained no parts included to the complainant at purchase. His wheel was unable to be trued. The complainant’s willingness to go to small claims court over $40 may show an insight to his disposition as well as no willingness to compromise. After consulting with multiple associates, the $5 per month fee for 8 months of use of the bike by the complainant was deemed more than fair (thought not enough by most) especially when you consider the bike was damaged while in his possession with a bent wheel. (This occurs usually from riding off or jumping up a curb.) So, if possible, I propose that you put this on your website and let the public decide. If that is not possible, take a poll of the opinion of your staff. If the majority says a full refund is just then I will agree. If decided that the $40 charge is fair then the check for $67.66 can be mailed to the complainant and he can take us to small claims court for the balance as he wishes.

Thank you,

Resort Watersports