![Not BBB accredited](https://m.bbb.org/terminuscontent/dist/img/non-ab-icon__300w.png?tx=w_120)
ComplaintsforBauer Hockey, Inc.
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/26/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a Bauer Nexus Geo for my 11 year old son from Pure Hockey in Downers Grove, IL. Due to the Covid situation, hockey, as with most other sports, was suspended and he wasn't able to use his new stick this past season except for some private lessons and camps. The stick broke in the MIDDLE (exactly in the middle) of the blade while shooting during a private lesson How can a stick of this caliber and price, break after minimal use? I am aware of Bauer's 30 day warranty policy from the date of purchase, however I was hoping for some leniency under the circumstances with COVID and lack of season, Bauer's customer service representatives weren't very understanding and said that there wasn't anything they can do for us, after several emails and calls. and this was their reply: "Hockey is an aggressive and high-contact sport and participating in the game does imply acceptance of some risk of breakages occurring" really?Business response
09/14/2021
Business Response /* (1000, 5, 2021/08/26) */ We have communicated to this consumer via email and additionally over the phone after the email denial, and explained Bauer's warranty period and parameters, and further that his claim does not qualify for a warranty replacement. The stick blade breakage was confirmed with our research and development teams as not defective, and this breakage was reported 6 months outside of the 30 day warranty period. We do review claims on a case by case basis, but we have limits on exceptions and 6 months is too long. This claim will remain denied for these reasons, thank you. Consumer Response /* (3000, 7, 2021/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is clearly a defect that was not immediately apparent. The stick was barely used and broke after minimal use. $220 is a lot of money for a stick to fail after minimal use. Bauer apparently does not stand behind their product. 30 days warranty policy is a joke.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
32 total complaints in the last 3 years.
11 complaints closed in the last 12 months.