ComplaintsforThe R.A Allen Company, Inc.

• Initial Complaint

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction: 3/23/2024 Amount of purchase: $265.86 I purchased a bike rack from Allen Sports through their Amazon storefront. Due to personal matters, I did not assemble or install the bike rack on my car until after the 30-day return period had passed. Upon assembly, I found the bike rack to be defectiveit was extremely wobbly and unsafe to use for carrying bikes.I contacted Amazon customer service, who instructed me to reach out to the manufacturer directly. On 5/30/2024, I filled out the Allen Sports contact form and received an initial response from an employee. Despite my repeated follow-*** (three times after the initial response and seven times subsequently), I have not received any resolution or meaningful assistance.Allen Sports claims they cannot process returns for orders purchased on Amazon, which is misleading. As someone who works in retail/wholesale, I am aware that processing a return for a defective product purchased on Amazon is straightforward. The issue here is not a matter of preference but a matter of product safetythis bike rack is defective and unsafe to use.Steps Taken to Resolve the Issue:Contacted Amazon customer service and followed their advice to reach out to Allen Sports directly.Filled out the Allen Sports contact form and received an initial response on 5/30/2024.Followed up three times after the initial response.Followed up seven additional times without receiving a resolution.Desired Outcome:I am seeking a full refund for the defective bike rack. I am more than willing to return the product. The lack of response and unwillingness to address the safety concern from Allen Sports is unacceptable, hence this complaint.Additional Details:Allen Sports' refusal to address a legitimate safety concern and their claim that they cannot process returns for Amazon purchases are misleading and unacceptable. The bike rack is defective and poses a safety risk.I have a video to upload, but it will not attach below.

  Business response

  06/27/2024

  This product was purchased through Amazon.com.  We did not sell this item to the customer, so we can not assist with the return or refund on this particular sale. Any returns or refunds would need to be processed through the retailer where it was purchased, and would be subject to the return policy of that retailer which is Amazon.com. 

  In reviewing the correspondence from the customer, there is no defect on this item. From the video that they provided it is clear that the item was not assembled correctly. Unfortunately, we tried to assist the customer on how to assemble the product to get their rack functioning correctly, but the return needs to be processed through Amazon.  

  Customer response

  07/05/2024

   
  Complaint: 21883062
  
  I do not accept the business's response as a resolution to my complaint because:

  1. Incorrect Installation Claim: The assertion that the item was installed incorrectly is not accurate. After my initial contact with Allen Sports, a customer service agent informed me that the bike rack had been installed correctly and looked good (see email attachment). This inconsistency within your team indicates a lack of clear internal communication regarding what constitutes proper installation.
  2. Handling Amazon Purchases: Despite Allen Sports' claim that all Amazon purchases must be handled through Amazon, my multiple communications with Amazon customer service have consistently directed me to resolve this issue with the manufacturer directly. It is evident that there is a disconnect between Allen Sports' policies and Amazon's customer service protocols.
  3. Review Manipulation: Additionally, I have discovered that Allen Sports selectively publishes reviews on their direct website, which prevents dissatisfied customers like myself from leaving honest feedback. This practice is misleading to potential customers and does not provide an accurate representation of product performance and customer satisfaction.
  4. Return Processing Capability: As someone with extensive experience in the wholesale industry, I am fully aware that processing a return for a defective product is straightforward, even for items purchased through Amazon. If Allen Sports genuinely cannot process the return, they should liaise directly with Amazon to facilitate the resolution of this issue.

  Resolution Sought:
  I reiterate my request for a full refund for the defective bike rack. I am prepared to return the product as soon as the return process is initiated. The safety concern and lack of consistent customer service from ********************************************* are unacceptable and warrant immediate resolution.
  

  Thank you for your attention to this matter. I look forward to a prompt and satisfactory resolution.
  
  Sincerely,
  *************************

  Business response

  07/08/2024

  This customer has provided no new information in their reply. The item was sold by Amazon NOT BY ALLEN.  We can not refund their money. Contact Amazon.  We will not reply again. 

• Initial Complaint

  08/01/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I purchased a few bicycles from this company. I had their top of the line, $6,000 carbon fiber folding bike. Despite being in brand new condition, the bike broke in half while I was riding it on the smooth streets of Beverly hills! The collapse of the bike, while I was riding it, injured my ankles and I had to seek medical care and physical therapy. How bad of a company are they, when their carbon fiber falls apart on a $6k bike and causes injury? THEY REFUSED TO REIMBURSE ME FOR THE BIKE! Those bikes are defective, as shown by the US Government, and they still refuse to compensate me for the loss of the bike! Of course, no offer to compensate me for medical expenses or pain and suffering. Horrible company!

  Business response

  08/02/2022

  We already communicated to this customer that we could not process their refund because they could not provide the proper documentation as required.  We not reply any further on this.

  Customer response

  08/04/2022

  
  Complaint: 17644326
  
  I do not accept the business's response as a resolution to my complaint because:
  The fact is this bike was dangerously defective as was later reported in the news.  I was injured as a result of their defective bike.  This company has a terrible reputation for taking care of their customers and this is why. Outside of the defective failure point on the bike, it is in brand new condition.  It is also clearly manufactured by the Allen Company and under California law a manufacturer is liable for a defective product.   Terrible company that does not care about their customers safety.
  Sincerely,
  
  ******** *******

• Initial Complaint

  07/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Hello, I have tried contacting Allen Bike about a bike rack I purchased a couple years back (see link to product below). Since then, I have developed an allergy which requires contacting someone at to get product information. My first email to them was sent in March. I recently sent another email (both are attached below). In addition to sending emails, I have attempted to contact them on FaceBook with no reply. In addition to electronic correspondence, I have attempted calling them numerous times before March, during March, and more recently. No matter which option is picked on the phone line, there is a message to "send an email". As my allergy worsens, I really need to see if their product is safe for me to use or not. Ideally, Allen would call me at the number provided above ***********), respond to one of my two emails, or respond to my Message on Facebook. Thank you in advance. --*****

  Business response

  07/12/2022

  To the best of our knowledge, this product does not contain natural latex.

  Customer response

  07/12/2022

  
  Complaint: 17552478

  To Allen:

  Thank you for the response, but would it be possible for me to talk with someone in person as I have a serious allergy and latex crops up in unexpected places. 
  
  I do not accept the business's response as a resolution to my complaint because:  I would much rather prefer direct communication with them instead of a one line response to a very serious inquiry regarding a very serious allergy as there are several follow up questions I would like to discuss with a person.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  07/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Hello, I am attempting through your help in contacting the Allen Company concerning a warranty product part replacement. The problem with this company is that I am totally stonewalled from being able to reach them to get both the warranty registered with them either through email or to just get hold of them either by phone or through email to be able to do this. First off, you will be able to see the product that I bought is their Allen T2 bike trailer, (Allen 1 jpg). You can see that I purchased the product through Ebay April 7th of this year and had it delivered April 20th, (Allen 2 jpg). As you can see in the next image, (Allen 3 jpg), I don't have a cover or canopy for this trailer and need to get a warranty replacement for it as the cover supplied lacked instructions for fastening it in the front and I ended up losing it behind me in the wind. Meanwhile, the cover on the illustration on the outside of the box that the trailer came in clearly shows the cover as having these 2 hooks in the front corners to facilitate holding it in place. The warranty card, ( Allen 4 jpg), mentioned that I could go online and email the company at the link on the card to both register the product as well as order parts. As you can see in Allen 5 jpg, the link is not found. I also attempted to get hold of Allen by the supplied phone numbers, namely the toll free number as well as their local number - nobody there. The email address through their website is a dead one that goes nowhere, (Allen 6 jpg). Allen 7 jpg. just proves that although the Allen company is located in the US, they also sell to Canadians as seen on the Amazon.ca website. Please help me get a replacement cover for my Allen bike trailer if you at all can. Sincerely, ***** *******

  Business response

  07/11/2022

  Hi - we have no record of any contact from this customer.  They can email [email protected].  I would point out that EBay is not an authorized seller of our products, so this purchase would not be covered under warranty.  Our Unauthorized Seller information is available on our web site at this address:  https://allen.bike/pages/unauthorized-seller-disclaimer. 

  Customer response

  07/12/2022

  
  Complaint: 17519615
  
  I do not accept the business's response as a resolution to my complaint because: the whole basis of me attempting to seek a resolution to my problem with the Allen company has to do with a total lack of communication with them. The strange thing with the first correspondence that I sent to BBB is that the letter detailed that: (1) the Allen Sports website didn't upload any data whatsoever to their customer service (2) the toll free number which was clearly marked on the manufacturers contact information on the supplied card wouldn't work whatsoever as I believe that it probably is only live within callers from the US and (3) the Allen Sports local phone number taken right off of this same card, when called, simply and flat out stated to get hold of them via their website. So the whole point of the first letter was ultimately, I was totally stonewalled from communicating with them by either email or phone whether that be for warranty registration or product part replacement, even if I did have to pay for it fully out of pocket. However Rachael, you are assigned to assist me in seeking a resolution to this case and you had no problem with getting hold of them either by email or by phone. Do you have some other email address for the Allen company at your disposal that I don't have? Is it possible that after calling the Allen company's local phone number and pressing the number for their customer service department which gave me the message to use their website email may have not been the same option chosen by you to get hold of them? Or perhaps you had a different phone number altogether which I really should know about but don't. I'm not at all surprised by the response from Allen stating that they didn't get any communication from me in the first place. But then, that's the whole reason that I attempted to get hold of BBB in order to bridge this gap. The bigger question for the Allen company is why they didn't attempt to solve this problem by simply stating that I never got hold of them and that I should accept that - case closed, when all along, they never allowed me in the first place to get hold of them. Okay, Okay, I get that due to the fact that I didn't get a response from them telling me that I am not allowed any warranty privileges due to that fact that I bought this T2 bike trailer through Ebay, even though it happens to be a brand new unit. But shouldn't I at least be able to find out if I can order and pay for a replacement trailer cover through them? Please get back to me as soon as possible with a real working phone number for this company or email address. Admittedly, the phone number route would be preferred.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  06/06/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I purchased a 5 bike rack from amazon in 2020 and had 3 bikes on it. The only way that it connects to the hitch is with a spring loaded snap on the rack. The newer models now use a bolt with a screw to secure it to the car. We have used the rack several times. We had 3 bikes on it and 20 miles into our trip the rack disengaged from the hitch in the middle of the highway- we had extensive damage to 2 new trek bikes and 1 bike was totaled and the rack is not functional. I emailed the company and their customer service claims it was user errors. I sent pictures of the rack and the reciepts.

  Business response

  06/07/2022

  This customer emailed us in the end of May saying that their carrier fell off of their vehicle during use.  We requested information and images on the carrier to try and understand what could have caused this issue.  After reviewing the images provided, everything on the rack appeared to be working correctly  This button should be installed per the attached instructions AND the locking hitch wedge should be tightened inside of the hitch.  This would clearly indicate that had the rack been installed correctly there is no way that it could have come off of the  vehicle.  The only cause for the incident is incorrect installation, which is not covered under warranty.

  Customer response

  06/07/2022

  
  Complaint: 17324568
  
  I do not accept the business's response as a resolution to my complaint because: I have used the rack many many times and it has never had an issue.  I know how to install it and it was installed correctly- the latch detached - that was NOT user error- Allen has had several complaints of this nature and they do not have any way to reach them besides email because they dont want to deal fairly with their customers.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  05/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Jun 15, 2021, I bought the Premier Hitch Mounted Tray Rack at www.allensportsusa.com, last week I tried to use it, however, it is not working properly anymore, it is unable to tighten the rack inside of your hitch. I followed the warranty process, contacted customer support, and provided them all information required, with pieces of evidence and they rejected my warranty. Please, find more details in the email attached. They said I can not use an adapter and that information was not presented when I bought, an adapter does not damage anything. Info about Allen Sports **************** About the desired resolution, before I would like the product exchange, now, if possible, the refund, I can not trust a company that does what they are doing with me, if the issue happens again after 5 months I won't have a warranty anymore. I paid 552.16 USD Thank you BBB

  Business response

  05/05/2022

  We received this customers email with a description of the damage to their bicycle carrier.  In reviewing the submitted information it was confirmed by the customer that they installed the carrier onto their vehicle using a hitch adaptor/ extender.  The product instructions and warning label applied to the item clearly states that this product should not be used with any adaptor or extender. As such, this issue is not covered under warranty.  The problem was caused by incorrect installation.

  Customer response

  05/06/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  When I bought the Item there was no description on the website related to adapter. 
  
  Look, I am an engineer, my family has factory, can you explain me technically how the adapter can damage the bike rack? 

  Your explanation does not make any sense and again, there was no warning on the website at the time I purchased, related to that, so, that is your fault.

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

  Business response

  05/23/2022

  We already replied to this and we stand by that first response. 

  Customer response

  05/24/2022

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

  The website do not mention that I can not use the bike rack in a adapter, also, the adapter did not damage the bike rack. the silver part is broken, as the picture attached shows, that part has bad quality.
  

  I am still waiting for the warranty. That is so disrespectful.

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

• Initial Complaint

  01/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I followed all safety information and instructions to secure 3 bikes on the trunk rack. I also for extra safety use a strap to secure everything down while driving. In the past the bottom hooks have come unsecured on long drives and this caused the bikes to shift and slide. Hence the use of an additional strap. But today on a turn the bikes shifted and the side strap popped out causing the bike rack to pull up on the side. The 3 bikes were secured in but the terrible design caused a dent and paint damage to the trunk of our car. Plus the bikes sliding to the side scraped the paint on the back bumper. I refuse to use this product again and want the trunk and bumper repaired. This is not a secure design and we had already had paint loss from the straps during use.

  Business response

  03/01/2022

  Business Response /* (1000, 5, 2022/01/11) */ We have never received any information from this customer through our normal contact email, ***************@*****.bike. If the customer contacts us through this email we will work to resolve the issue.

• Initial Complaint

  11/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My mother purchased the Allen Sports Premier Locking 3-Bike Hitch Rack for 1 ¼ and 2 in Hitch on October 19st, 2021. We purchased this to transfer my bike from MN to CA because I was moving. On our first day of driving, after about 500 miles, the tilting mechanism malfunctioned and tipped the bike onto the pavement. This resulted in severe damage to the bike. I reached out to Allen Sports on November 6th but received no response. The order was placed through Amazon, and the order number is XXX-XXXXXXX-XXXXXXX.

  Business response

  11/30/2021

  Business Response /* (1000, 5, 2021/11/15) */ We are in receipt of this complaint and take this seriously. Unfortunately, in reviewing our email history since the start of November, we have never received any correspondence from this customer. We would request that the customer sends an email to ***************@allen.bike so that we can request additional information and review the details of this claim. Thank you.

• Initial Complaint

  11/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My name is ***** ******* and my complaint is that the Allen Hitch Company have completely legalized them selfs against all complaints in reference to their product. I received a gift, Allen's Premier Locking Hitch Bike Carrier model 840QR. However after receiving the rack I had reoccurring Major back pain from previous surgery that was a prolonged recovery (2 cervical disc fused together, L4-L5 fused together and L5-S1 fused together and a Boston Scientific Pain Stimulator implanted in me). After finally opening the box I noticed that the Major center piece (RR Post) was missing. I sent them a picture of the hitch and it still had the bubble wrap on it, the hitch was definitely still in brand new unused condition. Upon notifying customer service My name is ***** ******* and my complaint is that Allen Hitch Company have completely legalized them selfs against all complaints in reference to their product. I received has a gift Allen's Premier Locking Hitch Bike Carrier model 840QR. However after receiving the rack I had Major back surgery. However after finally opening the box I noticed that the Major center piece (RR Post) was missing. Upon notifying customer service they gave no options what so ever and stated that their was no way I could order the part. So they not only will not own up to their mistakes, they also don't carry major repair parts. This is by far the worst business model I ever engaged. However they continue to sale racks so I guess they just don't care. they gave no options what so ever and stated that their was no way I could order the part. So they not only will not own up to their mistakes, they also don't carry major repair parts. I offered to pay for the part but still no relief. Also this was a gift, I don't have a receipt. This is by far the worst business model I ever engaged. However they continue to sale racks, so I guess they just don't care.

  Business response

  01/11/2022

  Business Response /* (1000, 5, 2021/11/09) */ This customer could not provide a valid receipt so that we could offer service on the item. Our warranty clearly states that a receipt is required. There is no way to determine if this customer purchased a new or used unit. Consumer Response /* (3000, 7, 2021/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will pay the postage, if necessary, and let the Allen Hitch company inspect my Hitch to determine if it is new. I sent them a picture of everything that was in the box completely still in their bubble wrap. The only problem I have is that there is a major component missing. It not complicated for the company to make this right. I am willing to pay for the part. What more can a consumer do. I'm willing to do all that is possible on my end to make this right I'm just asking that they compromise a little for the paying consumer. Business Response /* (4000, 13, 2021/12/24) */ https://allen.bike/pages/bike-rack-trailer-warranty This is the last we will reply on this.

• Initial Complaint

  08/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an Allen Bike rack and installed it on my van. I just purchased a brand new $6000 bicycle and put it on the rack correctly. The design of the rack is faulty and as you can see in the picture. The bike was secured and I drove off. When I arrived, I noticed the hinges on the rack rubbed against the bike and scratched the bike. This is a brand new $6000 bicycle and before it's first ride it was severely scratched by this faulty designed rack. The rack should not allow the hinge to touch the bike when secured. I would like a refund on my rack and the cost of painting the bike reimbursed.

  Business response

  09/17/2021

  Business Response /* (1000, 5, 2021/09/01) */ Customer emailed us on August 31 at 1:28 PM and per the attached email correspondence we replied 39 minutes later. We have not heard back from the customer yet. I would point out that the installation of the bicycle onto the carrier is a variable completely out of our control, and damage to a frame as they describe it not something that is normally covered under warranty. Consumer Response /* (3000, 7, 2021/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) It had only been 2 days since their email. I responded this morning already with the pictures they requested. This damage is clearly due to their faulty design and exposed metal parts. Their rack has a spot for a bike to be placed in set locations. A user can not move those locations around. So there is no user error in this situation. I placed the bike in the location they built on their rack for bike. I have a standard mountain bike, nothing out of ordinary in terms of frame geometry. The bike was installed per their specifications on their website videos. Please see the pictures attached and you can see they placed the bike hold too close to the metal hinge and this faulty design is what leads to the scratching on the frame. If a bike was not meant to be placed there, they should not have put a bike holder there. Business Response /* (4000, 11, 2021/09/15) */ The bike was not installed per the installation video or instructions. We will not respond to this case again.

*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. ↩