The Associates

Complaint: [redacted] I am rejecting this response because: Regards, [redacted] ***

We received an email from the complainant on April 12, They stated the following issue, " On April 3rd I purchased a 20” Razor Black Label BMX bike from [redacted] ** They were delivered to my home on the 7th and were assembled on Sunday We gave the bike to my son as an early easter gift and he took it for a quick ride around our small block before coming backWe noticed that the tire had a bald spot on it and was already down to almost the inner tube This bike was minutes out of its box and minutes past installation and the tire is already this damaged from one trip around the block? I would l like something to be done regarding this." We asked for a picture of the issue and the customer sent the attached imageThe image was reviewed by several of our tech experts and they all concluded that this was not a defectThis is typically caused by the rider getting up to a good speed then quickly hitting the brakes on the bicycle causing it to skid and causing the issue This type of damage is not covered under our warrantyA copy of the warranty can be provided if neededAs a show of good faith, we will send out tire to the customer but will not refund the cost of the bicycleIf this issue occurs again, the customer would be responsible for purchasing the part

Complaint: [redacted] I am rejecting this response because: I cannot accept a response that makes absolutely no senseDoing so would make me like themKent said they "stand by" their response as to where the bike is loose, even though they have no idea what they are standing byThey do not have the bikeI doThe new stem they sent only proves it was loose exactly where I said it was looseA local bike shop owner and mechanic reconfirmed what I already knewKent sent the stem only after ignoring two emails and after I contacted Revdex.com, which I never should have had to doThey didn't send it just to resolve the issue, as they said, but because the non-adjustable side screw was the problemI was right and they were wrongHow can they be in the bike business? A wise person said: There is a difference between years of experience and one year of experience times Regards, [redacted]

Response:Generally we recommend using a hack sawIt easily cuts through the frameIf you do not have a hack saw you can pull off the rear wheel and hammer the two pieces of the rear frame together

Complaint: [redacted] I am rejecting this response because:A manufacturer of a product is responsible for any defects that come with that productTrying to pass the blame off to the retailer, [redacted] is not only unacceptable but very shamefulThis is a cheap product that was mass produced in Shanghai, China as stated on the bikeWhat arrangements has this company made for the bike to be inspected? After losing money on this bike, am I the poor consumer supposed to bear the cost of this inspection? I was asked to send pictures and I did and sent to the companyI am not sure how they want me to take high resolution picturesI am not a photographer and do not have high resolution camera to take picturesAll the proposed solutions do not make senseI have never seen a more fraudulent or uninformed company like this oneA company that sells defective products and will not even honor the lifetime warranty it claims to haveThis is unjust enrichment and should not get away with itI will be posting this on facebook so that other consurmers do not waste their money on flashy products that are defectively manufactured.Ii want my money back or a new bike since you do nit have any repair facility in [redacted] Since this is the approach you are taking you should be banned from selling your bikes outside the State of New Jersey as a poor consumer will not have any recourse Your company should be ashamed of itself Regards, [redacted] ***

Our Director of Safety and Compliance has made contact with the complainant and is trying to work out the issue directly

The complainant contacted us via our service email on 5/8/about the play in his stemOne of our bike techs with over years of experience working on bicycles responded back to himPlease see attached email chain of the correspondenceWhile we stand behind our response to the customer, we will send out a replacement stem to bring this situation to a close

Response:We have once again reviewed the pictures provided to us by the customerIt appears that the stembolt wedge has become unthreaded from the stem boltIt does not appear that the threading is damaged in any way.Based upon the images provided by the customer, this was an error caused by the person who assembled the bicycle and not a defect with the bicycleOnce again, if the stem bolt wedge is stuck in the steer tube of the fork, we can send a new fork, stem (with bolt) and reimburse customer up to $to have it professionally installedIt does not qualify for replacement or reimbursementThe other alternative, we can pick up the bicycle (via FEDEX) and have it fixed by our bike tech and reship it to the customer (all at our expense)

** *** contacted our company on 1/24/requesting a refund for the bicycleShe spoke to our bicycle techHe explained that we can send out the parts to make the repair but would not refund the bicycleThe complainant sent pictures of the damaged partThe bicycle requires a new rear
derailleurThe bike tech requested a shipping address in an email to the complainant on 1/24/17, we have never received a response backEven though this model has a month warranty (from the date of purchase), and is no longer under warranty, we would be happy to send out the partWe just need a shipping addressWe will provide the part (rear derailleur) under warrantyHowever, it is clearly stated in the warranty that we do not reimburse for repairs (at owners expense)A copy of the warranty can be provided if requested

Complaint: ***
I am rejecting this response because:I do
not know what tool I would use to cut the bike in halfThe front wheel does not fit, therefore making the bike inoperableIf the company would like to let me know how to destroy of the bike I would gladly do itBut I will not buy any specific tool that would allow me to cut the bike in half.
Regards,
*** ***

[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 ***, and find that this resolution is satisfactory to me

Response:We are willing to refund the $to the customer but the customer will have to destroy the bicycle by cutting it in half and sending us a pictureOnce the picture is received they will receive a refund in 7-business days

We thank you for the opportunity to provide you with our perspectiveWe look forward to solving this matter quickly and fairlyAt this time I would like to make a few observations: It our understanding that you purchased this bike on April 24, 2016, and you first started having problems with it
less than a month after its purchase- At that point the bike should have been returned to the storeIt is likely that the store would have replaced the bike or given you a full refundIt is our understanding that you do not have proof of purchaseNeedless to say, this makes it quite difficult for any company to fulfill their obligation towards the consumerHaving said that, we are still more than willing to work with youYou have informed us that it took you "almost months to find our company", and that we have "several numbers registered to our company"We do not have "several numbers registered to the company"Our only number is shown on separate decals on the bike, and on multiple pages of the owner's manualOur Company is easy to locate on the WebI am a bit surprised by our allegations that our company did not return your callsThis is something that will be investigated and addressed immediatelyPlease notice that we received your first email was received on December 20 and was replied to within hoursFrame failures on steel allow children bikes are extremely rare, specially under riding conditions, which is why we suggested that you send us several high resolution pictures of the bike placing special emphasis on the part of the frame that is damagedUnfortunately we only received 3, dark and low resolution pictures of the bikeOur bicycle experts have over a hundred years of experience in the bike industryFrame failures are extremely rare but easy to spot with the naked eye, including picturesWe understand all challenges involved and suggested that you bring the bicycle to a bike shop, and have a qualified mechanic inspect the bikeUnfortunately, once again our suggestion was not followedOur company does not have an authorized repair facility but we believe that is not applicable to this type of productThe store you purchased the bicycle from could have easily exchanged the bike for a new one or given you a refundUnfortunately this was not done within the basic warranty periodWe have not refused to honor the warranty at any timeYou have not given us the information we need to make an informed decisionWe are more than willing to continue working with you on this matterWe look forward to your responseKind Regards, Jose T*** Director of Safety and Compliance

After reviewing the Revdex.com complaint the customer is correctThey only received a partial shipment of what they orderedThey ordered a chain, tube and gripsThe tube was shipped the other two items were placed on backorderWe are working to send out the remainder of the partsIf they are not
available, we will issue a refund to the customer for the parts

[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Response:We have received several calls and emails from this individual. Our bike tech has been attempting to assist the customer with his issue. It appears that the stem has become stuck in the head tube of the bicycle. Our tech has tried to explain how to resolve this issue. The failure of the...

stem is most likely an assembly issue not a manufacturing issue. We can offer the customer $30.00 to bring the bicycle to a local bike shop to get it fix. We can also send them a new stem for the repair. This type of issue would not qualify for a replacement or refund under the terms of our warranty.

Complaint: [redacted]
I am rejecting this response because: I cannot accept a response that makes absolutely no sense. Doing so would make me like them. Kent said they "stand by" their response as to where the bike is loose, even though they have no idea what they are standing by. They do not have the bike. I do. The new stem they sent only proves it was loose exactly where I said it was loose. A local bike shop owner and mechanic reconfirmed what I already knew. Kent sent the stem only after ignoring two emails and after I contacted Revdex.com, which I never should have had to do. They didn't send it just to resolve the issue, as they said, but because the non-adjustable side screw was the problem. I was right and they were wrong. How can they be in the bike business?  A wise person said: There is a difference between 25 years of experience and one year of experience 25 times.
Regards,
[redacted]

The complainant contacted us via our service email on 5/8/17 about the play in his stem. One of our bike techs with over 25 years of experience working on bicycles responded back to him. Please see attached email chain of the correspondence. While we stand behind our response to the customer, we...

will send out a replacement stem to bring this situation to a close.

The complainant's email was received and forwarded to our Safety and Compliance Department. They sent an email on 4/24/17 around 11am and followed up with a voicemail on 4/24/17 at 12:15pm. They have not received a return call or email from the complainant. The complainant needs to get in touch with...

this department in order to move forward.

We received an email from the complainant on April 12, 2017. They stated the following issue, " On April 3rd I purchased a 20” Razor Black Label BMX bike from [redacted] **.  They were delivered to my home on the 7th and were assembled on Sunday.  We gave the bike to my son as an early easter...

gift and he took it for a quick ride around our small block before coming back. We noticed that the tire had a bald spot on it and was already down to almost the inner tube.  This bike was 20 minutes out of its box and 10 minutes past installation and the tire is already this damaged from one trip around the block?  I would l like something to be done regarding this." We asked for a picture of the issue and the customer sent the attached image. The image was reviewed by several of our tech experts and they all concluded that this was not a defect. This is typically caused by the rider getting up to a good speed then quickly hitting the brakes on the bicycle causing it to skid and causing the issue.  This type of damage is not covered under our warranty. A copy of the warranty can be provided if needed. As a show of good faith, we will send out 1 tire to the customer but will not refund the cost of the bicycle. If this issue occurs again, the customer would be responsible for purchasing the part.