***, My name is [redacted] ; I am the Technical and Customer Services Manger here at Trek.I reviewed your situation and agree the 20% Loyalty Discount offered by the Trek and the shop is a reasonable, fair option and understand that you have declined that offerWe work very hard to find solutions for everyone and are successful almost every timeI am very sorry that this option is not meeting your expectations I am happy to discuss this situation with the Revdex.com or anyone else that has further questionsThank you, -***
We are very sorry to hear that you have had some issues with your Trek bike and would be happy to review these concerns furtherTo do that we will need to have the bike taken to an authorized Trek retailer to have a warranty claim entered, we can review the issues and make a decision on the next steps at that pointPlease let us know the retailer you have been working with and we will be happy to contact them to let them know you will be bringing the bike inFeel free to contact me directly if you have any questions, Thank you, -Jason Schumacher [email protected]
We talked with [redacted] on Friday July 17th and asked that he take the tube to his dealer to have the tube inspected, and informed him that based on the details this may have been an installation error while he was installing the tube into the tireHe took the tube into the dealer and they confirmed that the tube was pinched in the tire causing the tube to blowAs a goodwill gesture, they replaced the tube and we will replace their inventory Thanks -***
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.Trek is clearly not interested in honoring their warranty or changing it to more accurately reflect what the company actually coversClearly nothing I say at this point will change their mind, and they are not even engaging in a real conversation about the issueSo it is up to the Revdex.com or other organizations to help change their deceptive business practices Regards, ***
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 Although I cannot say if it was or wasn't slipping on the guard rail that caused the chip in the frame, I am not even disputing the fact that something hit itThat Trek's response is so focused on proving that something hit the bike misses the crux of my complaint.My point is that the damage was something insignificant despite what Trek may claimI know that, because the bike has been in my possession at all timesThe warranty implies that the frame has a lifetime warranty (website: "Warrantied for life") and is fully covered other than in cases of accident, abuse or neglectI argue that this does not meet those criteria, and if Trek feels that it does, they need to specifically define each termTrek is being dishonest with its customers and needs to make the fragility of their bikes and exemptions of their warranty more clear to customers who are considering purchaseIf Trek won't cover a small bump to the bike that causes the frame to fail, consumers should know this before buying a new TrekRegarding the picture, I find it interesting that Trek's photo appears to show a level of depth that is not representative of the damageAlso, there is no evidence of red paint as the representative suggests, although interestingly, it appears that the local tech removed some of the chip because there are pieces missing that don't show up in the more accurate picture that I attachedTo give you a sense of the "major impact" that caused the frame to fail, I also attached a picture to show the scale of the chipAs you will see, the damage is a fraction the size of a dime - this is what is causing a $bike to be unrideableThere are no other scratches or evidence of a wreck anywhere else on the bike.Finally, it is extremely dishonest not to publish my review of the frame and customer service experience on their websiteObviously, Trek wants to hide anything that doesn't help them sell more bikes which hurts consumers.I strongly suggest that the Revdex.com continues a dialogue with Trek about the dishonest nature of their lifetime warranty *** P.STo clarify an issue to the Trek representative, the carbon expert did not evaluate my bike, so was not claiming Trek should replace itHe simply said that bike companies like Trek rarely replace anything if there is any impact to the bike at all - something which seems to be true based on your response
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 The response received from Trek is only a statement of willingness to look into my complaint, however within the time given to me by the Revdex.com to accept or reject their response I have not received any indication from Trek that they have actually started looking into it nor have I received any other information or communication from TrekI have written twice to the email address provided by Trek, once this week and once last week (see attached) but have not received any responseSo effectively my complaint remains unresolved and unattended to, and Trek seems unresponsive Regards, [redacted]
I did receive a call from this man and he stated I did not show up to his houseNot only did we show up to the tenants house and call him firstWe knocked and rang the door bell several timesWith, no answer, we decided to go to the back yard and check the unit anyway as it is a rental property located miles from my officeWe detected a possible freezing issue, but could not get in the home to inform the tenant to shut it offWe left a door knocker on the front doorHe later confirmed that we did indeed show up and must have not heard usWe are rescheduled for MondayI'm surprised that I am receiving a complaint on this one [redacted] ***
Thank you for letting us know about your issue with your Speed Concept, we will be happy to review this further, and I will look to see what information we have received regarding your caseThis does sound like an isolated case that I am sure we can get resolved once we have more information please feel free to contact me directly [redacted] if you have any questions whole we look into thisThanks!
Unfortunately we do not handle warranty situations for the maker of the brakes that came on this bicycle, those claims would go through that vender As a goodwill gesture we will be happy to replace the brakes, please let us know what Trek retailer you would like to take your bike to for the workThanks!
[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.I did receive a response from [redacted] immediately after the Thanksgiving holiday that a replacement frame will be included in the next shipment to the distributor hereThe supposition then is that the problems are related to the frame (one way or other)I concur with this and I anticipate that the solution offered by Trek will solve the problems.Regards, [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 appreciate the contact information provided and have sent a follow up emailI would like to keep this complaint openI will bring my bike, as requested, for inspection from a certified Trek retailer (The Bike Factory)My concern is that I have already paid for the repairs, so the Bike Factory will not find any issues with the bicycle.Either way; I would like to keep this complaint open until results and offer is provided by TrekThank you [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]
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]
I did receive a call from this man and he stated I did not show up to his house. Not only did we show up to the tenants house and call him first. We knocked and rang the door bell several times. With, no answer, we decided to go to the back yard and check the unit anyway as it is a...
rental property located 25 miles from my office. We detected a possible freezing issue, but could not get in the home to inform the tenant to shut it off. We left a door knocker on the front door. He later confirmed that we did indeed show up and must have not heard us. We are rescheduled for Monday. I'm surprised that I am receiving a complaint on this one. [redacted]
***, My name is [redacted] ; I am the Technical and Customer Services Manger here at Trek.I reviewed your situation and agree the 20% Loyalty Discount offered by the Trek and the shop is a reasonable, fair option and understand that you have declined that offerWe work very hard to find solutions for everyone and are successful almost every timeI am very sorry that this option is not meeting your expectations I am happy to discuss this situation with the Revdex.com or anyone else that has further questionsThank you, -***
We are very sorry to hear that you have had some issues with your Trek bike and would be happy to review these concerns furtherTo do that we will need to have the bike taken to an authorized Trek retailer to have a warranty claim entered, we can review the issues and make a decision on the next steps at that pointPlease let us know the retailer you have been working with and we will be happy to contact them to let them know you will be bringing the bike inFeel free to contact me directly if you have any questions, Thank you, -Jason Schumacher [email protected]
We talked with [redacted] on Friday July 17th and asked that he take the tube to his dealer to have the tube inspected, and informed him that based on the details this may have been an installation error while he was installing the tube into the tireHe took the tube into the dealer and they confirmed that the tube was pinched in the tire causing the tube to blowAs a goodwill gesture, they replaced the tube and we will replace their inventory Thanks -***
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.Trek is clearly not interested in honoring their warranty or changing it to more accurately reflect what the company actually coversClearly nothing I say at this point will change their mind, and they are not even engaging in a real conversation about the issueSo it is up to the Revdex.com or other organizations to help change their deceptive business practices Regards, ***
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 Although I cannot say if it was or wasn't slipping on the guard rail that caused the chip in the frame, I am not even disputing the fact that something hit itThat Trek's response is so focused on proving that something hit the bike misses the crux of my complaint.My point is that the damage was something insignificant despite what Trek may claimI know that, because the bike has been in my possession at all timesThe warranty implies that the frame has a lifetime warranty (website: "Warrantied for life") and is fully covered other than in cases of accident, abuse or neglectI argue that this does not meet those criteria, and if Trek feels that it does, they need to specifically define each termTrek is being dishonest with its customers and needs to make the fragility of their bikes and exemptions of their warranty more clear to customers who are considering purchaseIf Trek won't cover a small bump to the bike that causes the frame to fail, consumers should know this before buying a new TrekRegarding the picture, I find it interesting that Trek's photo appears to show a level of depth that is not representative of the damageAlso, there is no evidence of red paint as the representative suggests, although interestingly, it appears that the local tech removed some of the chip because there are pieces missing that don't show up in the more accurate picture that I attachedTo give you a sense of the "major impact" that caused the frame to fail, I also attached a picture to show the scale of the chipAs you will see, the damage is a fraction the size of a dime - this is what is causing a $bike to be unrideableThere are no other scratches or evidence of a wreck anywhere else on the bike.Finally, it is extremely dishonest not to publish my review of the frame and customer service experience on their websiteObviously, Trek wants to hide anything that doesn't help them sell more bikes which hurts consumers.I strongly suggest that the Revdex.com continues a dialogue with Trek about the dishonest nature of their lifetime warranty *** P.STo clarify an issue to the Trek representative, the carbon expert did not evaluate my bike, so was not claiming Trek should replace itHe simply said that bike companies like Trek rarely replace anything if there is any impact to the bike at all - something which seems to be true based on your response
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 The response received from Trek is only a statement of willingness to look into my complaint, however within the time given to me by the Revdex.com to accept or reject their response I have not received any indication from Trek that they have actually started looking into it nor have I received any other information or communication from TrekI have written twice to the email address provided by Trek, once this week and once last week (see attached) but have not received any responseSo effectively my complaint remains unresolved and unattended to, and Trek seems unresponsive Regards, [redacted]
I did receive a call from this man and he stated I did not show up to his houseNot only did we show up to the tenants house and call him firstWe knocked and rang the door bell several timesWith, no answer, we decided to go to the back yard and check the unit anyway as it is a rental property located miles from my officeWe detected a possible freezing issue, but could not get in the home to inform the tenant to shut it offWe left a door knocker on the front doorHe later confirmed that we did indeed show up and must have not heard usWe are rescheduled for MondayI'm surprised that I am receiving a complaint on this one [redacted] ***
Thank you for letting us know about your issue with your Speed Concept, we will be happy to review this further, and I will look to see what information we have received regarding your caseThis does sound like an isolated case that I am sure we can get resolved once we have more information please feel free to contact me directly [redacted] if you have any questions whole we look into thisThanks!
Yes, there was a delay due to the Thanksgiving Holiday, we were able to give Kenneth an update and a resolution on his caseThank you, ***
Unfortunately we do not handle warranty situations for the maker of the brakes that came on this bicycle, those claims would go through that vender As a goodwill gesture we will be happy to replace the brakes, please let us know what Trek retailer you would like to take your bike to for the workThanks!
[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.I did receive a response from [redacted] immediately after the Thanksgiving holiday that a replacement frame will be included in the next shipment to the distributor hereThe supposition then is that the problems are related to the frame (one way or other)I concur with this and I anticipate that the solution offered by Trek will solve the problems.Regards, [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 appreciate the contact information provided and have sent a follow up emailI would like to keep this complaint openI will bring my bike, as requested, for inspection from a certified Trek retailer (The Bike Factory)My concern is that I have already paid for the repairs, so the Bike Factory will not find any issues with the bicycle.Either way; I would like to keep this complaint open until results and offer is provided by TrekThank you [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]
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]
I did receive a call from this man and he stated I did not show up to his house. Not only did we show up to the tenants house and call him first. We knocked and rang the door bell several times. With, no answer, we decided to go to the back yard and check the unit anyway as it is a...
rental property located 25 miles from my office. We detected a possible freezing issue, but could not get in the home to inform the tenant to shut it off. We left a door knocker on the front door. He later confirmed that we did indeed show up and must have not heard us. We are rescheduled for Monday. I'm surprised that I am receiving a complaint on this one. [redacted]