The Associates

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

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

On 1/19/17 the complainant contacted our company. He explained that he was having an issue with the crank on his bicycle. We asked that he send a short video of the issue and a receipt for the purchase of the bicycle and we would send him the bearings to make a repair. [redacted] was not satisfied...

with the resolution and wanted us to either send him a new bicycle or pay for the repair. After several calls from [redacted] we just sent out the bearings without receiving any of the requested information from the customer. [redacted] sent an email on 1/24/17 saying that it was ok to send the bearings. The parts were received by [redacted] on 1/27/17 via [redacted] Under the terms of our warranty we will provide the parts necessary to make a repair but we do not reimburse for the repair. In order to send the parts we require the customer to send a proof of purchase and picture or a short video of the issue so we can determine what part(s) they need to make the repair. We have provided the parts needed to make the repair based upon the customer's ok. We will not be sending the customer a new bicycle as requested.

Complaint: [redacted]
I am rejecting this response because: there are inaccuracies with the company's statement: 1. A voicemail was never left at the number I provided. 2. I do not have a missed call from the company. 3. I did contact the safety/compliance department directly on April 24th and did in fact leave a voicemail. Please note: I finally received an email response from the company after seven days. There response was indicating they made an attempt to contact me and left a voicemail, which is inaccurate.  
Regards,
Brian Elrod

[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.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:A manufacturer of a product is responsible for any defects that come with that product. Trying to pass the blame off to the retailer, [redacted] is not only unacceptable but very shameful. This is a cheap product that was mass produced in Shanghai, China as stated on the bike. What 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 company. I am not sure how they want me to take high resolution pictures. I am not a photographer and do not have high resolution camera to take pictures. All the proposed solutions do not make sense. I have never seen a more fraudulent or uninformed company like this one. A company that sells defective products and will not even honor the lifetime warranty it claims to have. This is unjust enrichment and should not get away with it. I 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]

Response:Generally we recommend using a hack saw. It easily cuts through the frame. If 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:
I never requested a refund and have the email to verify. My mailing address is ** [redacted] 
Regards,
[redacted]

Response:We have once again reviewed the pictures provided to us by the customer. It appears that the stembolt wedge has become unthreaded from the stem bolt. It 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 bicycle. Once 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 $30 to have it professionally installed. It does not qualify for replacement or reimbursement. The 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).