ComplaintsforJamestown Cycle Shop

• Initial Complaint

  01/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1-6-22 I took my E.bike to the Jamestown Cycle Shop to have new tires & brake pads on back tire. I rode my bike there it ran perfect, which is an $1800.00 E.bike. I picked my bike up on 1-7-22, riding it home I got a half block from the business it quit working. So I called business on 1-8-22, I told them my bike was not working. They said to bring it back down, and they would look at it. 2 days later I called the business, asked " if problem was figured out?" They said "no" come pick it up! So I retrieved my bike. when I got home I looked it over and I  seen where the brushless motor control box, 1 screw was stripped, I opened and 1 wire was disconnected & appeared to have been burnt by someone. Several wires were burnt inside.

  

  Business response

  02/07/2022

  Mr. ***** did bring his E Bike in for service early in January of this year. The bicycle was purchased from another supplier. The work he requested was replacement of his tires and installation of brake pads. He provided all parts for the job. The work required our mechanic to remove both wheels and disconnect the "quick connect" wire connector to the rear wheel. Once both wheels were removed from the bicycle, the new tires and brake pads were installed, both wheels were remounted and the "quick connect" wire reconnected. Upon completion, the bicycle was test ridden and found to be in normal working order. Mr. ***** was called, paid for the service, and took delivery of the bicycle. Mr. ***** called several days later and informed us the electric drive of the bicycle was working sporadically. We asked him to bring the bicycle back to us and we would gladly investigate the problem. After inspection, we determined there was an electronic problem of some kind with the drive system. As we have no diagnostic tools to troubleshoot the exact problem and no access to replacement parts for this specific make and model, we suggested he contact the manufacturer or seller of the bicycle for assistance and let us know of the outcome. In response to Mr.- ** **t's complaint : Mr. ***** claims the problem occurred right after pick-up and "a half a block from the business." Rather than wait to call us for several days, I would expect he would have brought it back immediately. As stated above, the mechanic (with many years of experience) who performed the work test rode the bicycle and found it to be in fine working order. The bicycle and its electric drive system was functioning properly when it left our shop. The work requested did not require our mechanic to - in any way - touch the motor control unit (much less disassemble it). The only needed action involving the electric drive system was to disconnect and reconnect the "quick connect" unit in the wire to the rear wheel. It is not possible that the work performed could have stripped any fasteners, disconnected any wires, or burnt anything relating to the motor control unit. The mechanic who performed the service on Mr. *****'s bicycle expressed to me that the bicycle showed signs of being used in snowy, cold, wet conditions and covered in road salt. All electric bicycle manufacturers recommend their products not be used in these conditions as they are damaging to the electronic components in the drive system. It is my belief that the use of the bicycle in these conditions is more than likely to have led to the ultimate failure of the electric drive system. We are very happy to help Mr. ***** resolve this issue as we are able. He will need to provide us with contact information for the manufacturer and seller of the bicycle which may include the original sales receipt if any kind of warranty situation arises. This process may take time. With the current state of the supply chain, parts may not be readily available. Also, any claim of warranty is to be determined solely by the manufacturer and/or the seller of the bicycle. Mr. ***** would bear the cost of any nonwarranted parts, shipping of any parts and labor performed by our shop. The sooner we can begin this process, the sooner this situation can possibly be resolved. I recognize that communication between our staff and Mr. ***** may have been an issue. For any - miscommunication on our part, I certainly apologize. We strive every day to treat our customers fairly and with respect. l regret Mr. *****'s negative experience. Please contact me directly of any further information or assistance you may need. Respectfully,  *Steve D*** Co, Owner, VPJamestown Cycle Shop10 Harrison St.Jamestown, NY 14701###-###-####

  Customer response

  03/30/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. BBB spoke to *******  and the following was relayed: I did call the business last Thursday and again this Monday. I was told I needed to speak to a manager and that the manager would call me back. I have not received a call. I have already purchased the part, I am requesting the business install at no charge. Regards, ******* *****

  

  Business response

  05/18/2022

  BBB spoke to Steve at business and the following was relayed: We would first have to determine that the part the customer has is the right one. If it is right, our normal posted rate is $65 per hour and would expect this to take 1-2 hours. I am willing and happy to work with the customer.  

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