ComplaintsforKent International Inc

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Kent ******** is not honoring my 1-year warrantee for an electric bicycle for which the battery no longer works. The representative is stating that a sticker with a serial number should be on the battery. This is no longer on the battery. This is an outdoor-use vehicle and it is completely unacceptable to assume a sticker will stay in place for a year. They are not honoring their warranty. The bicycle was purchased less than a year ago and they are demanding that I pay nearly the price of the new bicycle for a battery replacement.

  Business response

  05/09/2024

  Hello,

  The ******** should expect to be contact by the Kent ******** service team shortly with instructions for receiving a new battery. We apologize for any inconvenience and thank you for being a Kent International ********. 

  Thank you,

  **********************
  

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company sell ******** bike tubes under the Kent International Inc. I have a contacted the company about my problem I had. The problem i had was presta valve 26" tube model ***** valve stem broke. They got back to me ask for more info and pictures and I email them back and didn't hear back from them so i message back and then I got a reply back sorry we don't have any in stock what the h*** why ask for more info. when you don't have any in stock and waste my time was a horrible company.

  Business response

  04/23/2024

  Hello,

  We received the initial contact from the customer to our help desk on 4/16/2024. An automated response was sent to the customer immediately, providing them with a case number and a message that our customer service team will reply as soon as possible. On 4/17/20024, a customer service team member provided a direct response to the customer, requesting some additional information about the damaged item. The customer answered those questions on the evening of 4/17/2024. On 4/18/2024 our customer service representative requested the receipt along with a picture of the damaged item. The customer was unable to provide a copy of the receipt and after reviewing the photos provided and doing some additional research, our customer service representative determined that we do not currently maintain stock of this model number at our facility. The most effective resolution for the customer would be to return the item to the original place of purchase ********* for the quickest return/exchange process.

  Thank you,

  Kent International
  

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a **** ******** bike for my son's birthday. He was only able to ride the bicycle a couple times before the frame around the rear wheel became misaligned and rust began to appear in several places. I was uncomfortable with my son riding this bicycle (out of safety considerations) and contacted **** customer support with photos and video promptly.Their customer service was very argumentative and did not try to find a productive solution. I have since had to buy my son a different bicycle and have been back-and-forth with **** for several months regarding an exchange under warranty or simple refund/return.**** sold me a defective product, and refused to honor their warranty.

  Business response

  01/22/2024

  Hello,

  Our **************** Team completed a through review of the complaint received from the customer. The customer was asked to provide a sales receipt for the bicycle in question as well as any photos of their issue. The customer was unable to provide the requested proof of purchase.  The **************** Team reviewed several photos and video supplied by the customer. It was determined from those photos and videos that the bicycle showed signs of excessive wear and tear that would not meet the scope of the warranty.

  Should the customer provide the proof of purchase as previously requested, we may be able to reopen this request. 

  Thank you,

  Kent International
  

   

• Initial Complaint

  09/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 9, 2023 I purchased a Giordano ****** bicycle for the listed price on their website of $244.99. Two days after making the purchase I received an email from the company listing the price of the same exact bicycle at $174.99. ON 6/12/23 I attempted to contact them, asking for a price adjustment on my credit card of $70 and got no response. I attempted to contact them two more time via email to their customer service and got no response. I believe I was erroneously charged the higher amount that was listed on the website ($244.99) instead of the price listed on the promotional email ($174.99) and I would like to have the $70 difference credited back to my credit card. Thank you.

  Business response

  09/12/2023

  Hello,

  **** does not have a policy whereas, refunds are offered back to customers when items go on sale.

  Thank you.
  

  Customer response

  09/12/2023

  
  Complaint: 20574750
  
  I am rejecting this response because:
  
  the transaction had not even been completed before they sent me the email offering the same item at a lower price. This is a very unscrupulous company.
  
  Regards,
  
  ***************************

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Warranty Claim: I purchased the bike from Dunhams on 06/20 for 839+ taxes. Ive rode it a few times. The right pedal has bent off axis while riding. It has now stripped out of the pedal arm.I submitted a warranty claim being that the bike is under warranty. It was denied by the company. I called to explain the situation and get an understanding of why they rejected the warranty for which the repair is eligible for. Kent International refused to honor the warranty and escalate the issue internally. Being that I fell like Im at a dead end, i went to write a review about the product online at Dunhams website where I purchased the bicycle. Dunhams is abstaining from publishing the review. Its mostly like to mislead people by only publishing the 5star reviews and not at unsatisfactory review. This is a very corrupt way to conduct business! It needs to be stopped

  Business response

  08/01/2023

  Hello,

  Our *************************** reviewed photographs provided by the customer as part of a warranty claim on 7/28/2023. The **************** representative determined that the damage to the pedal and subsequent stripping of the pedal and pedal arm threading was due to an installation error. This is not covered under the warranty as it is not considered a manufacturing defect. This was escalated to the **************** Manager on 7/31/2023. After review, the **************** Manager provided a response to the customer supporting the original findings.
  

  We cannot comment on the status of ******** online review processes. They are an independent business and Kent International has no influence over ******** online review procedures. 

  Thank you,

  Kent International
  

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a Kent **** and the dam pedal won't s**** in. Either the crank or pedal is stripped. I have now asked **** to send these parts 3 times!!! and they are making me jump thru hoops for parts needed due to their lack of inspection. NOT my fault. Haven't been able to ride for over 2 mos. now!!~Delays delays and hassles. We sent date of purchase, receipt, pics, model # and reason and STILL c*** emails with NO parts !!!! DO NOT BUY from companies who don't stand behind their own product.

  Business response

  08/01/2023

  Hello,
  

  Our *************************** reviewed photographs provided by the customer on July 12, 2023. It was determined that the pedal was cross threaded into the crank arm causing the threads to be stripped.  This does not fall within warranty coverage as it is not a manufacturing defect.  The customer was offered the opportunity to order replacement parts at a discounted rate.

  Thank you,

  Kent International
  

• Initial Complaint

  06/13/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am very unhappy with my interaction with **********************. I made a purchase around a month ago. After 5 days, I received an update saying they accepted my order and was getting it ready to ship. Since then I received no update or notifications from them. Over the course of the last couple weeks, I have tried to contact them three times through their parent company **************. I was told that they sent an email to them each time and that they would get in touch with me. None of that happened, instead I get an email after a month saying my purchase was refunded. And I had even purchased upgrades for the bike. Nothing further was done to make it right. I would like a comparably priced bike for the same amount as I purchased a month ago as well as an apology from ******** and their parent company **************.

• Initial Complaint

  06/06/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I purchased a bike from these people on May 4, 2023, order number G1421DS, for a total of $194.39. I received the bike on May 11th and immediately saw that it was too big, on May 12th I sent them an email asking to exchange the bike. I was ignored, so I continued to send additional emails. I then searched for a phone number, but of course they don't publish a number. On May 19th I received a response asking for my order number, which I returned to them immediately. Again I was ignored and continued to send emails. I then received and email on May 31st stating that I was beyond their 10 day return/exchange window. They did answer me within 8 days of their 10 day window, and then chose to ignore me until the window had closed. This company obviously is not very reliable to deal with, so my first choice would be a full refund, and secondly only if I have to an exchange. At this point I would rather not do business with them. I have copies of the stated emails if need be. The person that emailed me was ******** Giordano.

• Initial Complaint

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Got this bike as a birthday gift. Opened box to assemble. Right pedal was missing from Kent ********* bike 26 in mens. And front wheel was bent. I want replacement parts

  Business response

  09/01/2022

  Thank you for allowing us to respond to your complaint. The complainant contacted us on 9/1/2022 stating that the front wheel of the bicycle was taken out of the box damaged (see attached image) and it was missing a pedal. After reviewing the image he provided, it is clear that this was either dropped in the shipment of the bicycle or it was in some type of accident. (There is a possibility that this was a re-boxed return).  This is not a factory/manufacturing issue. Our warranty covers manufacturers defects from the factory it does not cover shipping damage or accident. A copy of the warranty statement can be provided if needed. We recommended to the complainant to return or exchange the bicycle with the retailer as the bicycle was purchased and shipped from the retailer.  The best I can offer is to provide a 20% discount off of the purchase of a new rim. The total charge would be $42.40 shipped. 

*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. ↩