ComplaintsforDIY Carbon Bikes

• Initial Complaint

  02/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Business states that all customer support inquiries are responded to within 24 hours. I have emailed multiple times now without a response. No updates on shipment status other than order is confirmed. Purchased on 4 February, emailed on 13 Feb for status update without response, emailed again on 21 February(24 hours ago) without response. Can't even make contact with seller to cancel the order after I was able to get the same item from a competitor for less money and faster.

  Business response

  02/28/2024

  As attached, we have received no communication from this customer except for a dispute and the ******************** complaint that were both initiated recently. We have refunded the customer for the item and cancelled the order for them.

  Customer response

  03/02/2024

   
  Complaint: 21330473
  
  I am rejecting this response because:
  

  It is a gross misrepresentation of the efforts I made on my part to reach out to *** company or outsourced order support. I received auto-generated responses on the 13th and 21st and never received a true response until I filed this complaint. 
  
  Sincerely,
  
  *********************

  Business response

  03/06/2024

  Hey ****, 

  We apologize that there was miscommunication. Not sure what went wrong on the communication but we did not get the communication. We are checking spam to see if there is an issue there. To give the full picture. You made a dispute with PayPal, however this dispute was only for $7 rather than the full $85 (Attached picture). Because of this, we could not refund through our regular gateway (Attached picture). When we attempted to refund via PayPal it would only let us refund the $7 because that was the amount you disputed (Picture attached). Because of this we have sent you PayPal for the full $85 in the addition to the $7 that was refunded by the dispute. You should have received the refund (Attached picture). 

  This should solve the issue, let me know if you have any questions. Please reach out directly to *****************************

  Thanks,

  DIY Carbon Bikes

  Customer response

  03/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought two carbon rims from DYI Carbon in November 2021, they have a two year warranty. As you can see in the attached back and forth emails, ** is slow in responding to emails. He said that he would replace the rims, I gave him what he asked for the rim description and my address to ship to. He has not responded since then on 7/20/23. I asked for a shipping and tracking # with no response.

  Business response

  08/12/2023

  We received all the pictures that we needed for the warranty rim on July 5th, there was a small inspection period as the rim seemed to have incurred a lot of damage indicating it could have been crash related. The warranty was approved on July 25th and as the rim was a custom need because of spoke holes it takes about **** days to ship. We will have tracking number on this rim in the by August 15th at the latest and the customer will receive the free warranty replacement rim in 5-7 days after shipment. 

  Customer response

  08/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered 2 bike frames on 5/26/2023 and an order of bike hub components on 4/30/2023 from DIY Carbon bikes and havent received the items but have paid for each item totaling $1000 USD. Initially the wrong frame was shipped to my home, which I returned via the mail. None of the items I ordered have been shipped and no resolution in site. I have emailed about updates on my items with nothing done or completed. I was asked to reorder the frame with a Discount code but no discount was given at checkout and full price was charged. At this point I want a refund for the items I havent received. The complaint involves orders 6739,6747, and **** I have attached the emails and order summaries. I have ordered from this company before and it typically took 2-3 weeks for items this time no knowledge of the order existed and no shipping of the items occurred. We had plans for these frames and everything had to be postponed and cancelled.

  Business response

  08/10/2023

  We have been in regular contact with the customer about this issue and the customer recently received two frames that we reshipped and we gave the customer a $200 refund in addition to supplying the two frames. The customer requested a refund after arrival of those two frames. We have refunded the customer one full frame and the customer is returning the two frames for the full refund. 

  Customer response

  08/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Recently ordered a bike frame and try to cancel the order before shipping, sending multiple emails and leave a voice mail but no response from the seller. I dont know how else I can request order cancellation and get refund.Order#****

  Business response

  05/21/2023

  Hey, the customer reached out to cancel on the 18th of May via email, and made this complaint the same day. Our customer service responds within 24 hours. We have responded to the customer to let him know we can cancel the order and that we can also offer them $50 off to continue with the order.

  Thanks!

  DIY Carbon Bikes

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 3/12/22, I ordered a set of carbon road bike wheels in a matte finish from DIY Carbon Bikes. The wheels arrived on 4/8/22 and I immediately noticed upon inspection that the wheels were not the correct finish I ordered, were out of true, and had a dented spoke. I also noticed that there was a significant wobble in the freehub body and I reached out to ** at DIY Carbon Bikes to notify of the incorrect wheel finish and request return and warranty replacement. After lots of back and forth, I was only offered a warrantied freehub body with info on how to order it. I ordered the freehub body and upon arrival, it is not the correct freehub body and wont fit on the set of wheels I received. I have been going back and forth with ** about these wheels and this freehub body for months now and have still not been able to get the wheels replaced or the correct freehub body to fix the wheels. I paid over $500 for these wheels and have not been using them since day 1 because of this wobble and other issues I have found. I just want to be able to return these wheels for a refund, or return them for a replacement with the correct wheels that I ordered in the first place. I would have settled for receiving a warrantied freehub body but once that arrived and was incorrect, I felt this company is really taking advantage of people and providing poor customer service for problems that are 100% their responsibility to handle.

  Business response

  05/12/2023

  Hey *****, 
  

  After looking through our communication I have not seen a request to return these wheels. If you would like to return these wheels for a refund you absolutely can. We were just trying to help you get this fixed. We are sorry the wrong driver arrived for you. We see we communicated to you on May 3 and offered you a link to the correct driver and send we would reimburse you for that driver, but we have not received a response. We also offered to pay $50 towards the truing of the wheels. So we have offered you these two options:

  1. You can return the wheels for a refund. 
  

  2. As we were processing, we can refund you to order the correct driver we sent the link to and we can pay $50 towards a truing of the wheels. 
  

  Glad to help, 
  Ty

  Customer response

  05/12/2023

   
  Complaint: 20015717
  
  I am rejecting this response because:

  I asked if the wheels could be replaced under warranty and my request was never addressed. I wanted the wheels replaced with the correct wheelset that I ordered, but this was never acknowledged so I just tried to work with what was being acknowledged - the driver issue. If I can return these wheels for a guaranteed full refund, I would like to do so and my issue will be resolved.

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

  Business response

  05/12/2023

  Hey *****, 

  Yes we have always stated that you can return the wheels. That would also be the warranty as well. The wheels can be returned either for a refund or for the free warranty replacement. That has always been an option, we have just simply been working with you to try to get the issues resolved without you having to return, for simplicity sake, at any moment if you asked for a return we can provide you with all the information for that. We have an original email for you asking for a warranty, and then we talked about fixing the problem with a free hub driver. From then I have no record of you asking for a warranty by return and replacement. If that was requested and you did not want to go with the driver replacement, we would have done that for you. A kink simply happened by the driver arriving incorrectly, and as your first email implied, the original mistrue of your wheel was related to package damage which again we could solve via a truing of the wheel or a return and warranty replacement. All of our wheels can be returned for a full refund at any time within the return time period. So yes you have the option to

  1. return these wheels for a full refund or free warranty replacement. 
  

  2. or refund you for the driver $50 and an additional $50 for truing the wheel. 
  

  this is what we have offered from the beginning, and support all of our customers if any shipping damage like this happens, 

  thanks, 

  Ty

   

  Customer response

  05/12/2023

   
  Better Business Bureau:
  
  If this was always truly an option, then I accept. I think review of the email history shows a clear lack of support for replacement of the wheels, but I will admit that the ******* issues as well as the driver problem was discussed and support was offered. I appreciate your willingness to help now. Perhaps there was an unfortunate communication breakdown between ** both and this could have been resolved at an earlier date. I would like to move forward with return/refund of the wheelset and upon completion of that transaction - consider this resolved.

  
  Thanks,
  
  *********************

• Initial Complaint

  01/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a bicycle frame from the business. I did not like it so I requested a refund. I was cleared to return the frame by the owner. I returned the frame and got an acknowledgement email that it was received. The owner has yet to refund my money. It has been over 3 months. He will not return calls or emails.

  Business response

  01/12/2023

  Hey, we apologize for the delay on this items location for refund. We have located the package that has been returned and you have been refunded $650 for the frame and an additional $50 for the shipping. 

  Thank you!

  DIY Carbon Bikes Support 

  Customer response

  01/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  12/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of the transaction - 04/25 SP DIY CARBON BIKES HTTPSDCBCARBO ** ****** The amount of money you paid the business - ****** What the business committed to provide you - 2 year warrenty What the nature of the dispute is - in less than a year the frame broke in two spots. This is a similiar issue to prior customers with a similiar complaint - https://www.bbb.org/**/**/********/profile/bicycle-dealers/diy-carbon-bikes-0443-28142452/complaints Whether or not the business has tried to resolve the problem - after several communications with the vendor on the issue they have stopped responding to my emails Account/order/tracking number - order number ( **** )

  Business response

  12/15/2022

  The factory denied the warranty on this for suspected to impact to the top tube. We however still covered the cost of a replacement front triangle for the customer. We have shipped the front triangle to the customer and sent the customer the tracking as of today. We have sent the package out ,tracking number T202212108534431
  Will transfer a new ***** tracking number next week
  Then please check on https://www.17track.net/en

  Customer response

  12/15/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  09/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a bicycle frame from DIYCARBONBIKES.com. After riding the bike for a couple weeks. The frame cracked. I sent pictures of the cracked/delaminating carbon frame frame to ** with ****************. He refused to honor the bike warranty and replace the part. In fact he stated to ride the bike at your own risk even after I told him it was my sons bicycle. At this point he does not return emails or phone calls. So I need assistance, he should replace the part free of charge under the warranty.

  Business response

  10/08/2022

  After inspect it seems that the frame has a top layer epoxy wrinkle, so we recommended this did not need replacement,  however we are still replacing it for the customer and are sending them a new rocker. 

  DIY Carbon Bikes Team 

  Customer response

  10/11/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May of 2022, I purchased a bicycle frame from DIY **********************. Their website states the frame comes with a 2 year warranty. I received the frame in late June and began using it in July. I used the frame for about 2 months until I noticed the seat tube was cracked almost half way around. The frame was never crashed or used in a rough manner. I filled out the warranty form through DIY and sent the pictures they requested. Ty ****** of DIY) was relatively quick to acknowledge my information and explained that he would work through the warranty process. But he kept asking for new pieces of information, one piece at a time, one week at a time. After 3 weeks of frustration with no clear indication the damaged frame would be replaced or that I would receive a refund, I called my credit card company to dispute the charge. That was when I learned that I was just outside of their time limit (113 days) for filing a dispute. I am certain that ** dragged this out because he knew I wouldn't be able to get a refund from my credit card. It's been two weeks with no further response from Ty/DIY ********************** and meanwhile, I have no bicycle to ride. Since this incident, I now see there are numerous complaints already filed with BBB about his deceitful business practices. I hope you will assist me in getting my warranty processed and stopping him from further hurting other customers.Thank you,*****

  Business response

  09/29/2022

  The customer has a small crack on the down tube of the frame. This falls under our warranty policy, but we needed additional information on the frame to make sure the frame was covered under warranty, which took some back and forth communication. This frame has been approved for a warranty so we can send the customer a new frame. There is an open credit card dispute from the customer, so we have two options to solve this with the customer. We can send them the new replacement frame and have the customer cancel the credit card dispute, or we can accept the dispute so the customer will be refunded. We have emailed the customer to choose between those two options so we can solve the issue with the customer. 

• Initial Complaint

  09/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a bicycle frame on April 2022. ** from DIY carbon was response at first. My order was delayed and I understood due to COVID. But after over there months of no bike frame, I requested a refund which I also gave about three to four weeks and nothing. At this point I contacted my credit card company and disputed the charge. After about a month I received a letter from them and it indicates they had resolved and closed my dispute. I'm the letter they said that diy carbon bike had delivered the product and therefore closed the dispute. I'm out ****** and no bike frame. This company stole my money and they're getting away with it.

  Business response

  09/29/2022

  The customer unfortunately order the open box after it was already sold. We offered the customer another frame shipped from factory but he preferred refund. The customer disputed the card which delayed the process. But we accepted the credit card dispute and the customer has been refunded. Evidence is attached. 

*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. ↩