ComplaintsforPedelec SQB LLC

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited the Pedelec-SQB store on March 18, ********************************************************** and take a test ride. While I was there, I asked about repair service when I should need it because I do not have a truck and the trike would not fit into my car. This was a huge concern for me and I was very clear about it and did not hide anything. The girl that I was talking to agreed that the trike would not fit in my car, asked me to wait and went into the back to talk to ****, the owner. She came back and said that they could do a pickup and return service for repairs for $30 ea. way, with parts & labor being separate. I said that sounded great and made the purchase. The trike, plus a wider seat, and right hand mirror cost $3655.00. One week ago, I discovered a flat on my bike and called the bike shop. They are refusing to come out and pick it up as promised. They want me to try and take the wheel off myself and bring it to them. I've tried but I can't get the wheel off. Next, they want to try and talk me through how to take the wheel off over the phone. I am not a bike repair person and know nothing about repairs and am not very mechanically inclined. The bottom line is that they will not do what they promised to me, prior to the actual purchase. I now have a bike that I cannot ride and am out the money as well. Due to being partially handicapped and mobility issues, this is literally the only form of exercise that I can do. It's also taking exercise away from me since my dog ran alongside me with a leash when I rode my bike. This store has taken advantage of a 69 year old woman with disabilities and blatantly lied because they wanted to make a sale! I have called several times and asked to speak to ****, and he doesn't even have the decency to return my calls. Instead, he hides behind text messages. What kind of business owner or manager won't even speak to a customer? In my opinion, it's one who knows he lied to me!

  Business response

  08/22/2023

  Hello,
  
  We are a small bike shop with only two employees and limited capacity. Sometimes we commit to deliver bikes, if customers have no way to get their purchase home from our shop and it would be a deal breaker. In the last eight years we have built up a reputation for going above and beyond for our customers, if it is possible.
  
  The complaining party had a few issues in the past, that we were able to solve over the phone, since it was more of an adjustment of her handling the bike than repairs. Conveniently she left out that these phone calls have been rather nasty from her side. Others might have even hung up on her at that point. Our staff did not hang up and kept being patient. The last call was about a flat tire, I think. Issues piled up at that point. We had no personnel free to drive out to her place and take care of it. On top we had no company van to get there. We stated that at this time we would not be able to come out. She kept on being rude. At this point Pedelec SQB reserves the right, to refuse any given service to anybody no matter how much they think they are *********** that service, when we think it is reason enough to do so.
  
  If the complaining party would consider apologizing and we happen to have the personal and capacity (and a van), we will reconsider going to pick up the bike for repair,charging the regular tariffs as stated in front of our POS. This will not entitle her to get that service every time she is snipping her fingers. Our personal are human beings and like to be treated like that. Pedelec SQB will protect them from any mental abuse.

  Customer response

  08/22/2023

   
  Complaint: 20361309
  
  I am rejecting this response because:

  In no way was I ever rude, hostile, or snippy to anybody on the phone.  I called and asked for the service that I was promised, which was for them to pick up the bike as promised for a $30 fee each way.  I immediately was told that they were too busy and that they did not do home visits.  The size of their shop and staff is not relevant in my case because the owner knew from the very beginning that I did not have a truck and therefore had no way to ever bring the bike in for repairs.   I would never, ever, have purchased the bike knowing that I did have a way to take it to the shop for repairs.   This is precisely why the owner made the deal with me for pickup and return service.  During the last time I had interaction with the bike shop I had called 3 times and asked to speak to the owner of the shop.  Each time I was told by a lady that answered the phone that he was busy or not there and I asked for her to tell him to call me.  She said she would give him my message, and I was not rude to her.  The owner would not return my phone call and he only sent text messages instead of having the decency to call and speak to me.  His shop website brags about old fashioned customer service.  I fail to see how the owner can claim old fashioned service when they will not keep a promise that was made to a customer at the time of a sale, and won't even bother to return a phone call.  I have done nothing wrong and I have nothing to apologize for.  I did not lie about my situation prior to purchasing the bike and I was very clear about not having a truck.  There is absolutely no way that I can keep a bike that I cannot get service for which is why I am asking for a full refund of $3655. The owner can pick up the bike and use it as a demo bike at his shop or probably even resell it as slightly used.  
  
  Sincerely,
  
  ***************************

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