ComplaintsforBicycle Sports Pacific

• Initial Complaint

  13/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Summary: I was forced to pay for services and parts that I didn't authorize. I met **** ********* on a ride with the Raincity Cycling Community that he founded. After the ride, he invited me to a group chat for Raincity, which often discusses bike parts and maintenance. On Dec 6, 2022, I asked the group how to remove a seatpost stuck in a frame. Noel promised me he or the shop he works at (Bicycle Sports Pacific Vancouver) could fix it. On Dec 9, I brought my bike to BSP around 1 pm. I told Noel that "*** **** **** ** *** **** ****** ** ** ***** ********* **** ***** ** ** ****** *** ** ***** * **** ** ** *** *********** *** * ***** **** ********* *******." On Dec 12, I texted Noel to see if my bike was fixed. He told me it's all done. He said, "Bike was in great condition just need a new chain a couple things". I replied I have chains. I wouldn't have asked them to replace the chain when I have my own chains. When I arrived at the store, I was shocked to learn that they couldn't fix the seatpost and had changed the chain and brake pads. I was very disappointed and asked them to get my bike back to the original state. Noel wasn't in the store. Sahba told me that there was a work order to replace the chain and brake pads. The work order was created at 6:08pm on Dec 9 when I had left BSP by Noel. Sahba refused to return my bike to the original state, and told me if I didn't pay, he would not release the bike. He then put the bike in the employee only area. I had to go back to work so I said I would pay first but requested a written note that he would not release the bike, which he refused. He said several times that our conversation was over. When I tried to record his statements, Sahba told me I was trespassing and threatened to call the police. I had emotional shock and my body was shaking. In the end, I paid for the parts and services that I didn't authorize. I want my money back and a formal apology.

  Business response

  30/12/2022

  ***** came in on December 9th and spoke with Noel regarding a stuck seat post, and had also given him permission to do what ever else needed to be done on her bike. He placed the bike on the stand in the service area and inspected recommending a new chain soon (it was almost at the wear indicator) and brake pads, they were visibly worn. She agreed and left the store.

  
  Whilst working on the bike, the technician discovered further that this bike had  a steel seat tube but an alloy seat post installed. This setup is not compatible and mainly the cause of the stuck seat post. The technician spent 1.5hrs which we did not bill for, trying to get the seat post unstuck, following which he continued with the remaining repair as mentioned above.
  

  Prior to ***** calling on Dec 12th, the repair was completed with new brakes and chain installed. These parts are fundamental in riding the bike safely. When ***** came in to collect the bike, and disputed the work done, Noel talked with her over the phone reminding her of the conversation they had when she brought in the bike agreeing to the chain and brakes, and “do whatever else is needed”. He further mentioned a possible misunderstanding, perhaps it was the language barrier, and that he offered to pay for the labour since she is a member of his ride club. All this was declined by *****.
  

  We had no idea that ***** had any spare chains or any other spare parts, as she did not mention that at the time when she brought it in. Generally, when customers have their own parts, they bring those in at the same time. We did the best that could be done to have the bike in a safe rideable condition with the permissions that were granted to us by *****.

  
  At this time it is not practical to remove the newly installed parts and re-install the worn old parts as that would become unsafe.

  
  In the interests of moving forward, ***** is welcomed to bring in her own unused, new parts, in their original packaging, having the same model, and type as what we have replaced. We will take these in and credit her with an instore credit equal to the value of those particular parts we have billed.
  

  We apologise to ***** for any inconvenience caused and look forward to resolving this matter in an amicable manner.
  

  
  

  Customer response

  04/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The business refuses to acknowledge the actual course of events. The whole point of my complaint is that they did the replacement without my authorization and they didn’t fix the main issue I had and still have. If I had agreed to change anything, I would have asked for specific parts. 

  
  The response states, "He placed the bike on the stand in the service area and inspected recommending a new chain soon (it was almost at the wear indicator) and brake pads, they were visibly worn. She agreed and left the store."

  
  This did not happen. Noel didn't put the bike on any stand at the time. Instead he leaned the bike against the counter. While we were talking, there was another customer coming in, and I was going back to work, so I left without agreeing or signing anything.

  
  Furthermore, my chain was lubricated with wax instead of a traditional oil-based lubricant, so if I had agreed with them to change, I would have asked them not to lubricate the drivetrain with oil.

  
  I also clearly mentioned that my seat post is alloy and the frame is steel in a ******** group chat and Noel responded with: ”***** ***** ** **** * ****** *** *** ** ** *** ********* ** *** ***** ** **** ** *** * *** *** ***** *** *********** *** *** ***** *****”. The conversation records clearly indicate that I left my bike there for the purpose of freeing the seat post.. I have screenshots to prove it, attached one as an example. The conversation in the ******** group chat during that time was cleared now though. 

  
  I was also very clear during our phone call that I didn’t authorize the replacements. 

  
  After the dispute in the store, I had the old chain and one brake pad (out of two) returned to me (they mentioned in the work order that they would return the parts to me, which they didn’t until I asked for the parts -- they couldn’t find two brake pads). Noel also said that the chain did not need to be changed at the moment: it still had a few hundred kilometers in it. For an amatour cyclist like me, a few hundred kilometers means at least one month of riding. 
  When Noel offered to pay for the labor, I was at my department Christmas party, and I texted that I didn’t want to talk about it at that time. He replied that we would chat the next day, but he never texted me or called me again. 

  
  There is a wide selection of parts over a large range of prices (see this example for brake pads: **********************************************************************, but there is no indication of the model of chain or brake pads on the receipt (at least, it is not shown on what I received). The only thing I can see is that the new brake pads don’t have fins. My old brake pads are the ******* **** *****. 
  I’d like to move forward and put this behind us. I’d like them to refund me the labor cost, and send me a formal apology letter via email, admitting at least that Noel’s recollection of the whole situation doesn’t reflect the whole situation. I’d also like to see that they make signing the work order mandatory for future clarifications, not just for me but for other customers as well.
  
  
  Sincerely,
  
  ***** ***

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