The Downtown Bike Shop

In regards to the customer's complaint, we do recall their last visit to our shop as well as the phone call we received prior to that visitIn reference to receipts, we DO issue receipts when requested, or customers receive one automatically through our point of sale systemNearly every transaction is made with a credit cardIf a customer uses cash we will issue a receipt, if requestedThe majority of customers do not want a receipt.We have a no return policy for tubes unless it is abundantly clear that no attempt was made to install the tubeInstallation error is the number one cause of tube failureAlso, bicycle tires should be inflated at least once a weekAfter a couple weeks a tire can seem 'flat' when it simply needs inflatedFinally, once the tire hits the pavement we cannot replace or refund a tube due the numerous factors that can cause failure, whether it be a blunt impact, staple/nail/screw/glass, or one the multitude of objects that can penetrate a tire and cause tube failure.The complaint is confusing and misleadingWe do not recall the circumstances of their visits prior their final visit nor do we have confidence in the dates that the customer listed in the complaint, including the number of visits to the shop.We have no record of a $transaction on 4/2/or 2/16/There IS a transaction for $on 2/16/17, but we do not know if the transaction is associated with customer's cardThe phone call that was received prior to their final visit was borderline harassment, and there was much struggling to understand their issue and what resolution could be made over the phoneWhen the customer came to the shop with their issue, we replaced their tube at no costThey expressed that they felt we do not have the experience or knowledge to properly replace their tube or know the correct tube to useWe did the best we could do with the information givenWe did not ask them to leave the shop, but we did ask if we were 'square' as we did not want them to return to the shopThey seemed to be purposefully escalating the situation.We were completely unaware of his disability.We are willing to refund the customer for tubes and installations in the amount of $29.03, honoring three of the supposed visitsIf that meets their requirement, as per the desired settlement, we will mail them a refund to the address listed in the complaintDue the nature of the interaction, we request that they do not visit our shop to retrieve the refund check, nor visit for any other reasonThe Downtown Bike ShopE Long StColumbus, Ohio 43215(614) 222-0017thedowntownbikeshop.com

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me if they give me the refundPlease mail the refund to *** ** *** Ave., Columbus, OH Please let me know by what date I will receive the refund

In regards to the customer's complaint, we do recall their last visit to our shop as well as the phone call we received prior to that visit. In reference to receipts, we DO issue receipts when requested, or customers receive one automatically through our point of sale system. Nearly every...

transaction is made with a credit card. If a customer uses cash we will issue a receipt, if requested. The majority of customers do not want a receipt.We have a no return policy for tubes unless it is abundantly clear that no attempt was made to install the tube. Installation error is the number one cause of tube failure. Also, bicycle tires should be inflated at least once a week. After a couple weeks a tire can seem 'flat' when it simply needs inflated. Finally, once the tire hits the pavement we cannot replace or refund a tube due the numerous factors that can cause failure, whether it be a blunt impact, staple/nail/screw/glass, or one the multitude of objects that can penetrate a tire and cause tube failure.The complaint is confusing and misleading. We do not recall the circumstances of their visits prior their final visit nor do we have confidence in the dates that the customer listed in the complaint, including the number of visits to the shop.We have no record of a $35 transaction on 4/2/17 or 2/16/17. There IS a transaction for $5.38 on 2/16/17, but we do not know if the transaction is associated with customer's card. The phone call that was received prior to their final visit was borderline harassment, and there was much struggling to understand their issue and what resolution could be made over the phone. When the customer came to the shop with their issue, we replaced their tube at no cost. They expressed that they felt we do not have the experience or knowledge to properly replace their tube or know the correct tube to use. We did the best we could do with the information given. We did not ask them to leave the shop, but we did ask if we were 'square' as we did not want them to return to the shop. They seemed to be purposefully escalating the situation.We were completely unaware of his disability.We are willing to refund the customer for 3 tubes and 2 installations in the amount of $29.03, honoring three of the supposed visits. If that meets their requirement, as per the desired settlement, we will mail them a refund to the address listed in the complaint. Due the nature of the interaction, we request that they do not visit our shop to retrieve the refund check, nor visit for any other reason. The Downtown Bike Shop124 E Long StColumbus, Ohio 43215(614) 222-0017thedowntownbikeshop.com