ComplaintsforDowntown Bicycles

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a $1,000 bike 2 days ago (05/26/2024) along with Krptonight combo lock. On my first ride (24 hours ater buying the bike), I locked my bike to a public bike stand. After 30 minutes, I came out and the lock would not unlock. As a result my bike is left chained to a public bike stand at the beach with a faulty lock. The owner refuses to call me, the "sales person" can not provide a solution and I've told its pretty much my problem. I've also been told by the "saleperson" ****** that the owner ******* does not like to speak with customers. I should have known when I walked into the bike shop-it's a total mess, has no sales people to speak of and the person who sold me the bike (******-nice guy but is in over his head) was complely discombobulated during the entire tranaction.Keep in mind, all the owner needs to do is call a locksmith and replace the lock. Instead, I've been informed they will not call a locksmith and its pretty much my problem. I have asked that the owner call me on several occcasions and he refuses to do so. Store Policy:Store Policies Returns If theres a problem with a product that you purchased from us, please bring it back to us. We will refund the original purchase amount within 30 days of your purchase for items returned in new condition or are defective. Merchandise returned that appears used may be subject to a restocking fee.

  Customer response

  05/29/2024

  Today, May 29th, 2024, I returned the business owners call from 05/2/8/2024. I explained *** been trying to reach him and let me know his sales person indicated he does not want to speak to customers, he confirmed the statement to be true. 
  
  
  I explained to the owner I was sold a faulty lock with then purchase of a new bike ($1,200).  He first tried to blame it on me for not remembering my combination. Same combination Ive used for 30 years. 
  
  
  In my industry, I use more passwords on a daily basis than one can count on their fingers. As such, I think I can remember a four digit code used since high school. 
  
  
  I reminded him that the type of lock in question, could not be locked without the correct combination.
  
  
  He then shifted gears and stated they have had problems with this lock from time to time, and that I needed to contact the lock manufacturer. 
  
  
  I reminded him of his posted return policy of 30 days.
  
  
  He then offered to provide a new lock, but would not be responsible to removing the faulty lock. 
  
  
  I explained: 
  
  
  Since the bike was locked in place and they refused to remove the lock on site as stated in previous text messages.( 3 days ago) I processed the charge back after receiving the text below on the evening of Monday, 05/27/2024.
  
  
  I just heard back from him (the owner), youll have to call the locksmith directly.  We can only offer cutting services if the bike is bought in. 
  
  
  I guess they expected me to cut up the public sidewalk, remove the embedded bike rack and then bring the bike to their shop so they could cut off the faulty lock sold me.
  
  
  When the charge back was being discussed, the owner chuckled and said:  you wont win, we get charge backs all the time and know how to fight them   I replied about how interesting it is they receive charge backs as a normal course of business.
  
  
  Apparently, the owner does not realize any charge back inquiry regardless of the outcome directly correlates with the merchants discount rate charged to the business when processing credit card transactions. A charge back to a credit card company is like bad credit on a consumer credit report regardless of the outcome.  It typically shows a business owners unwillingness to make things right, and the credit card companies know this as a result, they have a greater risk analysis summary of who they are dealing with and the loss potential of doing business with this business owner. So, wining or losing a charge back is not the point.  Its putting the bank on notice for shifty business practices.  
  
  
  Thirty years of commercial banking has taught me something. 
  
  
  The business owner then shifted gears again and said "we will come out and cut the lock as a courtesy. I reminded him I asked for this resolution three days ago, and since I was informed via text message by his sales person they would not cut the lock on site, I proceeded to call a lock ***** to have the faulty lock removed and regain access to my bike. 
  
  
  The removal of the lock took exactly three minutes using a hand held battery operated grinder.  The same tool I suggested to the sales person when he came out with bike chain oil in attempt to fix the jammed lock. 
  
  
  When I asked the sales person why he did not bring a grinder, his response was we only have an electrical grinder 
  
  
  If you ****** hand held battery operated grinders, you will get a plethora of options starting at $50.00. Yep, $50.00 would have resolved this entire is***. And he gets to keep the grinder.
  
  
  The owner then stated he would not pay for the locksmith, but we will give you a new lock for free. I stated, it is my expectation to be compensated for the lock and locksmith service to remove the faulty lock which allowed me to regain access to my bike. 
  
  
  His response was in the negative and I informed him I would vigorously work to recover any out of pocket expenses do to the faulty lock and he then reminded me, you cant *** me, *** the lock company. 
  
  
  I then reminded him, anyone can *** ******* for anything-it just cost money. 
  
  
  The cost to his business for bad reviews, charge backs, responses to BBB, and if required a ridiculous law suit in small claims, FAR exceeds the investment for good, intelligent, and appropriate customer service for a $1,200 sale.
  
  
  Finally and quite interestingly, the business owner never asked what the locksmith cost.  He doesnt know if the locksmith service was $50.00 or $200.00. It says something about who I am dealing with. 
  
  
  The ********************** is a tight, closely relied upon community.  Word of mouth is so important to who the residents do business with and rely on for consumer purchases. The discretionary income for the ** community far exceeds middle household income for ***************, in fact it is double. Seeing that this business owner moved to this new location in February to save $10,000 a month in rent, it would be a shame if the business owner lost sight of the potential business in his new neighborhood. 
  
  
  My expectations continued to be a replacement lock and locksmith reimbursement- ********* receipt to be provided.  
  
  
  CC BBB, & Yelp

  Customer response

  06/13/2024

  *****************;
  ********************************;
  *************************
  
  
  
  
  June 13, 20243
  
  
  *******************************, Managing Member
  DTB Partners LLC
  DBA Downtown Bicycles 
  ***************************
  ************, **
  
  
  Re: Financial Demand
  
  
  *********************************** Managing Member,
  
  
  
  
  The purpose is of this letter is to demand payment for selling a faulty bike lock which resulted in having to call a locksmith in order to remove the lock and regain access to the bike purchased from Downtown Bicycles on Sunday, May 26th, 2024.
  
  
  The service & fee for the locksmith which occurred on the morning of Tuesday, May 28, 2024 was $206.00 and the I was charged $50.00 for the lock.
  
  
  Remit $256.00 to the above address within10 days.  Failure to do so will require next steps  to collect the debt.
  
  
  Sincerely,
  
  
  *****************
  
  
  Encl. Bike Receipt, & Locksmith Receipt 

  Business response

  07/01/2024

  This is a customer error.  The lock is a combination lock which requires the customer to input their own 4 digit code or use the default code.  All of the instructions are attached to the lock.  The customer either set the lock incorrectly or forgot the code he used to set the lock.  This is not a store issue, this is a customer issue.  We sent one of our employees out to try and assist with the lock but we were unable to help the customer retrieve the code he set for the lock.  This customer is blaming us for his inability to use a lock.  He filed a charge back for the full amount of over $1200 because of a lock.  He was denied the charge back by his credit card company and we were awarded our funds back to our account.  This is just a case of a customer who cried and didn't get his way when he forgot his lock code.  I do not feel that we are at any fault in this case and this should be removed from our file.

  Business response

  07/01/2024

  This address where the notice was sent is incorrect.  I received this notice from BBB to our new location on July 1st 2024.  We moved our shop location as of February 2024.  If you want to send communication via mail please send it to:

  Downtown Bicycles

  ***************************************************/p>

  *************, ***  33334
  

  Business response

  07/02/2024

  I sent in a response to the claim.  Can you please verify that it was submitted.

  In response to information need:

  email: *************************************

  business roll:  Owner.

  Thanks,

  *****

  Customer response

  07/04/2024

   
  Complaint: 21766882
  
  I am rejecting this response because there is no respone to read and I have sent two demand letters for payment which have been ignored. 
  
  Sincerely,
  
  *****************

  Customer response

  07/04/2024

  *****************;
  ********************************;
  *************************
  
  
  
  
  June 13, 2024
  
  
  *******************************, Managing Member
  DTB Partners LLC
  DBA Downtown Bicycles 
  *******************************************************br>************, **
  
  
  Re: Financial Demand SECOND AND FINAL REQUEST 
  
  
  *********************************** Managing Member,
  
  
  
  
  The purpose is of this letter is to demand payment for selling a faulty bike lock which resulted in having to call a locksmith in order to remove the lock and regain access to the bike purchased from Downtown Bicycles on Sunday, May 26th, 2024.
  
  
  The service & fee for the locksmith which occurred on the morning of Tuesday, May 28, 2024 was $206.00 and the I was charged $50.00 for the lock.
  
  
  Remit $256.00 to the above address within10 days.  Failure to do so will require next steps  to collect the debt.
  
  
  Failure to settle the debt will result in filing a claim against DTB DBA Downtown Bicycles
  
  
  Sincerely,
  
  
  *****************
  
  
  Encl. Bike Receipt, & Locksmith Receipt 

  Business response

  07/08/2024

  This complaint is because of one of two things:

  1.  It is a customer error in which they programed the lock incorrectly or they forgot what code that put in the lock.  This accounts for almost 99 percent of issues with a combination lock.
  

  or

  2.  If it is not the above problem, then it is a product problem to which the customer would need to reach out to the company that made the product.  They are responsible for the product and its performance...not the bike shop,  This consumer is making it seem as though we sold him a product that we knew did not work.  This is not the case because it was a brand new product in the original manufacturing packaging.  Therefore making it a brand new product.

  So, with either instance we are not responsible nor do we accept any financial obligation for the product.  Had he been able to bring us the product we would have gladly assisted the customer with returning the product and we would have dealt with the manufacturer on his behalf.

   

   

  Customer response

  07/08/2024

   
  Complaint: 21766882
  
  I am rejecting this response because: There web site clearly states a 30 day refund and in regard to forgetting the code, I made several stops through out  the day on first outing with the bike.  My code is the same code I've used in 30 years and it woked several times the day of the ride. 

  In addtion, as stated in previous  reports you must have the codefor loc to lock the lock.  If the lock is not in the prosition with the proper code. you can not lock the lock.

  Lastly, I did not set the code the sales person did.

  These excuse proves the business owner does not stand by his posted return policy.  See below

  I have two demands for payment both of which have been ignored, therefore, I will follow through with a claim in court and when I prevail, I will post the puiblic judgement in several local news papers and websites to ptrotect other consumers.

  This business is a fraud.  See other complaints here and on Yelp. 

  Store Policies

  
  *Due to high demand, some items may not be available by the time your order is processed. 

  
  We apologize for the inconvenience and will work to find you a suitable substitute should this occur. 
  Most orders will be ready within one business day. Please keep in mind that some items may require additional processing time to transfer from off-site locations. Other items may require additional processing time for assembly. We will call or email you once your order is ready for pickup. If you need an item right away we ask that you call us to confirm that the product is available before heading over to our store. Unless special arrangements are made in advance, orders need to be picked up within 15 days or a 10% restocking fee will be charged.
  Information Security
  We protect the security of your information during transmission by using Secure Sockets Layer (SSL) software, which encrypts all of the information you provide to us and prevents outside parties from being able to "see" your transaction information. When your account information is displayed on your screen, we only display the last five digits of your credit card numbers. You also have the choice of whether or not to save credit card information with us in your Online Account.
  Returns
  If theres a problem with a product that you purchased from us, please bring it back to us. We will refund the original purchase amount within 30 days of your purchase for items returned in new condition or are defective. Merchandise returned that appears used may be subject to a restocking fee. 
  Labor fees, such as custom wheel builds or other services, are non-refundable.
  Prices and Information
  Our website is intended to help you. We make every effort to maintain current, accurate prices in our online catalog. And we strive for similar accuracy and timeliness with the other information we offer here. However, inventory or pricing errors may occur, and we reserve the right to decline or cancel any orders where mistakes or discrepancies in price or stock status exist regardless of the source of the error. We appreciate your understanding and apologize for any inconvenience such mistakes may create. Please bring any errors you find to our attention on your next visit or by calling or emailing us. Thank you!

   

  
  Sincerely,
  
  *****************

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Downtown Bicycles engages in the unethical business practice of pre-charging you for service, then they perform additional services WITHOUT FIRST CALLING FOR AUTHORIZATION and charge extra (significantly extra) to be able to get your bike back. I have 6 dates of service. My bike gears were clicking and needed adjustment. Per the attached receipts, the first date of service was 5/13/23, the second was 5/18/23 at pickup when I was charged an extra $92 for work, I did not authorize. The original issue was still not repaired after my spending $345.52, so the third date of repair was 6/10/23 where I was precharged $240.69. I cant locate the last receipt, but I was again charged an additional $25 for additional work I did not authorize upon pickup on 6/14/23 at which time they not only charged me the extra $25, but I then found they had not fixed the original clicking and ALSO somehow disabled my front gear shifter, so in addition to still not fixing the original issue, they caused more harm to the bike. I then took the bike back 6/17/23 where the mechanic did not charge me but lied to me that someone sabotaged my bike and tightened two screws down that disabled my front shifter, BUT I INFORMED HIM THAT THE **** HAD BEEN LOCKED IN MY APARTMENT SINCE HIS HANDS WERE THE LAST TO TOUCH IT so he was obviously lying. 2)In addition to the unethical practice of charging extra for services without first seeking authorization, the above account also demonstrated that after taking the bike in 3 times and spending a total of $610 for a long list of services, they STILL did not fix the original clicking in the gears. In each of the times I took it in they came up with a long list of services that needed to be performed, and NONE of them actually repaired the original issue!3)Finally, I took my bike to Trek bicycle shop, and they fixed the original clicking and only charged me $21.39 and Ive ridden the bike 50 miles since and it has remained repaired.

  Business response

  09/12/2023

  I am not sure where the previous emails were sent but this is the first one that I am aware of. 

  After reading this report and seeing the receipts.  This customers story does not line up. He approved the original tune up which allows us to go completely through the bike, make adjustments and assessments for additional repairs if needed (and many times this is needed).  We have been doing business for over 20 years and have always gone the extra mile to fix other little things along the way that do not cost that much to do (please note that prices have gone up everywhere all over the world).  If we had to stop to get customer approval for every ****** charge along the way we would never get a job done.  We are not perfect and don't always catch everything that is wrong with a bike the first time.  This seems to be the case with this customer.  Looking at all we did it looks as if the bike had many issues.  We have pictures of a worn out crank and this is something that is commonly associated with ticking because of the torque put on the pedals and bottom bracket bearing.  The last receipt was to do work to try and correct that issue. The repair should have included a crank but the customer appears to have disagreed with that.  That being said we did all the work and necessary work to attempt to fix this bike.  The fact that this customer has berated my company and my reputation (20+ years worth) is unacceptable.  He has blasted me on multiple platforms as well as filed a charge back to my account for work we completed. 

  We would not be in business if we had these kinds of business practices.  I am not sure this even matters since the case is closed.  But, this is my response to my first notice that I received from BBB. 

  Thanks for hearing my side.

  *****************************

  Downtown Bicycles.
  

  Customer response

  11/02/2023

  1)  This was a surprising admission of guilt for a business practice that frankly should get this business shut down as it is illegal.  Downtown Bicycles openly just admitted they perform additional service regularly across all customers.  The amount does not matter.  It is ILLEGAL to charge for UNAUTHORIZED services.  

  2)  The amount in question was not as they sited in their response $10-$15.  The first time they charged me an ADDITIONAL, UNAUTHORIZED $92.  The second time it was $25. 

  This responses clearly demonstrates a lack of business ethics, and a lack of honesty in responding to the BBB. 

  Business response

  11/06/2023

  After reading this report and seeing the receipts.  This customers story does not line up. He approved the original tune up which allows us to go completely through the bike, make adjustments and assessments for additional repairs if needed (and many times this is needed).  We have been doing business for over ************************************************************************************************************************************************************** performing condition (please note that prices have gone up everywhere all over the world).  We are not perfect and don't always catch everything that is wrong with a bike the first time.  This seems to be the case with this customer.  Looking at all we did; it looks as if the bike had many issues.  The ticking is typically a worn out bearing but could be anything on the bike that is tightened down with a screw.  This bike was so bad the bearing had worn a groove in the metal of the crank.  This is a sign of significant neglect. We have pictures of the worn-out crank. The last receipt was to do work to try and correct that issue. The repair should have included a crank, but the customer appears to have opted not to have that done,which needed to be done to fix the bike properly.  After we did the service,he claimed that the ticking noise was still there and that he never touched the bike.  When he brought the bike back there were two limit screws that were tightened all the way down on the front derailleur which is a no no.  No mechanic on the planet would do that because it is just to set limits that the derailleur can move not to hold something down tight.  So, by that we know he messed with the bike.  His wife also said that he messed with the shifter.  The receipt that he showed from the Trek Store was for a wheel truewe already trued the wheel as part of the tune up.  So that had nothing to do with the ticking. That being said, we did all the work and necessary work to attempt to fix this bike.  The fact that this customer has berated my company, and my reputation (20+ years) is unacceptable.  He has blasted me on multiple platforms as well as filed a charge back to my account for work we completed. 
  We would not be in business if we had these kinds of business practices.  I am not sure this even matters since the case is closed. 
  Thanks for listening to my side.
  
  *****************************
  Downtown Bicycles
  *************************************
  ************

  Customer response

  11/06/2023

  The unethical practices, which the store owner openly admitted two messages ago, are for charging for work that was not approved.  In my case I was charged $92 the first time and $25 the second time.  This is not a small amount for repairing a bike.  This was on top of over $450 I had approved.  

  I don't care if this seller has been in business **** years, charging a customer for work that was not first approved is unethical.  It is clear this is not an ethical business owner, and leaning on the logic they've been in business for 20 years and NOT TAKING ACCOUNTABILITY for my situation is further evidence this owner deserves to have this negative report on his record with the BBB. 

  Customer response

  11/06/2023

   
  Complaint: 20422018
  
  I am rejecting this response because it is irrelevant if you've been in business for **** years, this owner is not taking accountability for charging me $92 for one instance and $25 for another instance of work that I did not approve.  In his earlier statement to the BBB, he stated this is a matter of practice, although he distorted the amount and said he does it for $10 - $15 -- not my $92 and $25.  This business very much needs to be flagged by the BBB to prevent this behavior from others.
  
  Sincerely,
  
  ***************************

  Business response

  11/15/2023

  I reject his rejection! 

  We typically get a thank you from our customers when we go the extra mile to fix items that they were not aware of the allowed the bike to leave our shop in the best condition possible.  This customer obviously does not see the value we add to our customer experience by fixing thing that are absolutely necessary.  We do what is best for our customer, period.  This customer also filed a charge back with his credit card company to which we did not dispute.  So he has received his money back however unfairly as this is work that we performed on his bike.  He absolutely messed with his bike after we worked on it.  He has no clue what he is talking about with his bike. He messed with it after our repair and tried to blame us (even his wife said he messed with it). The bottom line is he tampered with the bike and made more work for us and is trying to blame us.  He has received his money back and has no clue what a bike requires for repair.

  Downtown Bicycles
  

  Customer response

  11/16/2023

   
  Complaint: 20422018
  
  I am rejecting this response because:

  1) He is making allegations that are not true -- "He definitely messed with his bike" or whatever exact words he used -- not only did I not, but it is irresponsible for this business owner to make such an accusation when he would have no way to prove it.
  2) The statement that this customers usually say "Thank You" for his, yet again, confessing to the illegal act of performing unquthorized work -- regardless how many years he's been in business -- for him to openly admit performing and CHARGING for unathorized work is a clear admission of guilt.  Were we in a courtroom, the trial would have ended abruptly the first time he admitted that.  This buiness owner engages is fraudulent business practices.

  3) I did NOT get my money back.  I did dispute his fraudulent behavior to my credit card company, but like the BBB, he continues to go back and forth and forestalling the process.

  This unethical business needs to have an unresolved complaint against them on their BBB record to protect others from falling victim to the same tactics I was subjected to.

  
  Sincerely,
  
  ***************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩