Complaints

This profile includes complaints for The R.A Allen Company, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

The R.A Allen Company, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  The R.A Allen Company, Inc.

  36 Maplewood Ave Newington, NH 03801

• 

  The R.A Allen Company, Inc.

  36 Maplewood Ave Portsmouth, NH 03801-3712

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a bike carrier from Allen earlier this year. We used it to transport our bikes (4) to ********* for a vacation a few weeks ago. On the way down everything was fine. On the way back the bike carrier locking k*** broke (the s**** was stripped so when you spun the k*** the carrier would not tighten inside the hitch receiver). We had to leave two of our bikes due to the weight and then drive about 40 miles to the nearest ******* to purchase another bike carrier for the rest of our 500 plus mile trip. We purchased the same Allen make/model. I filed a claim with Allen for the purchase of the additional bike carrier. Their customer service person asked for additional pictures multiple times, which I sent. Then they started asking for videos of the failure, so I started sending them the videos they requested (thankfully I still have the damaged carrier). They continued to ask for more pictures and videos of more and more challenging things for me to get (you can't see the inside of the hitch receiver via a video to see if it is tightening or not). It's clear I know how to use the rack as I used the old one before it was damaged and used the new one without issue. Also, the locking k*** is a known failure mode based on internet reviews, including ones on their own website. After about 20 or so emails back and forth with many pictures, videos and explanations shared, they agreed that the locking k*** was damaged. However, they then suggested sending me a replacement k*** as the solution. That is not acceptable. I already have a new bike carrier from them that works, I do not know how to remove and replace the locking k*** that they plan to send me, and they said there is no instruction manual. I also lost two bikes and 3 hours driving time while dealing with the issue. All I wanted was reimbursement for the additional bike carrier. The service person is named ****** and I (and they) have all the emails, pictures and videos in the email chain.

  Business Response

  Date: 10/11/2024

  We have replied to this customer and have sent them warranty parts. It was never determined if there was any defect in the product. Unfortunately, we did not sell the original item directly to the customer so we are unable to issue any refund per our stated online warranty policy. 

• Initial Complaint

  Date:08/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 22 of this year I purchased what was supposed to be a 4 bike rack from ******* that was produced by Allen Sports. The model number is 640QR. I purchased the bike rack as a birthday present for my wife to be mounted on her Bronco Sport so that my family of four could go biking together. I ordered the bike through the ******* app and it was delivered to my car by a ******* associate. The outside of the box clearly states 4 Bike Rack and had a picture of a 4 bike rack. However, when my wife finally opened the box on July 8th, she discovered that the box actually contained a 2 bike rack! I promptly packed up the bike rack and went to *******s customer service where I didnt get any service! The customer service clerk dismissively said that there wasnt anything that they could do because it was out of their 90 day window and that the system wouldnt let them process anything. They suggested that I contact Allen Sports since they put the 2 bike rack in a 4 bike rack box and shipped it to *******. I left the store wondering if I should have asked for a store manager (Im sure they could override their system) but I felt that I would get some assistance from Allen because it was obviously their error that the wrong rack was put in the box. Unfortunately, I got no help from them at all! First of all, they do all of their customer service through email per their customer service phone recording. After informing them online of my issue, I got a response saying that they couldnt do anything because the item was a ******* exclusive. I reiterated that it was their fault that the wrong rack was in the box and heard from a CSR named ***** who asked details giving the impression that she would help but she ultimately did not. So I am presently stuck with a bike rack that I do not need while wasting $91.41 in the process. Can you please help me? All I want is the bike rack that I paid for. I have pictures of the bike rack and the box along with my emails with Allen.

  Business Response

  Date: 08/12/2024

  From the customer's description and images, it appears that ******* sold them an item that had been repacked into an incorrect box.  As we did not sell the item to the customer directly, this is subject to the return and exchange policy of the retailer where it was sold, namely *******. Unfortunately, there is nothing that we can do in this situation.  

  Had the customer identified the issue within the 90 day return window from ******* it would have been an easy exchange. 

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22108821
  
  I do not accept the business's response as a resolution to my complaint because: I dispute the claim that ******* repackaged the two bike rack in a 4 bike rack box. It was not excessively taped to suggest that to be the case. I still believe that it is the business who made the packaging error and shipped it to *******.
  Sincerely,
  
  *******************

  Business Response

  Date: 09/04/2024

  This item was purchased from a third party ********** and is subject to their returns and exchange policy.We are unable to assist on this.  We will not reply to further cases.

  Customer Answer

  Date: 09/05/2024

  So,BBB, what should I do now since the company is refusing to assist even if it was responsible for packing a 2 bike rack in a box that is supposed to contain a 4 bike rack? Should I file a claim against ******** Yes I tried to address the issue outside of their 90 day window but I was not given the product that I paid for. I had no reason to believe that package contained anything but a 4 bike rack. I have never experienced purchasing a product and finding something  else inside the package before.

• Initial Complaint

  Date:06/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:08/01/2022

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:07/12/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 07/12/2022

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

  Customer Answer

  Date: 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

  Date:07/11/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:06/06/2022

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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,
  
  ******** *******