ComplaintsforCentury Cycles

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a bicycle from Century cycle for Christmas last year and found that the rear tire would not hold air. I replaced two tubes. Still having a problem in July. I took the bike back to century cycle and they found that the rim was defective and had sharp edges and pieces of aluminum in it, they filed it off. Put new rim tape on a new tube and said it should be good. After about two weeks of riding it started losing air again. I took it back and a week later they told me that the rim was defective and need to replaced. I was told the giant bicycle did not want to replace the rim, and they were trying to get giant to replace it. I was told of giant would not stand behind the rim I would have to purchase a rim myself, the bike was six months old when I took it in and is now nine months old still under one year warranty, century cycles is refusing to replace the rim and stand behind the product. The bicycle is still at century, waiting for something to be done.

  Business response

  10/11/2023

  The customer is correct in that Giant (the bicycle's manufacturer) denied the warranty claim. Any follow-up with their warranty department has resulted in no response. As the original manufacturer, Giant has the right to deny any warranty claim submitted to them. Once they deny the claim, there is nothing left to be done on their end. We (Century Cycles) presented a few options for replacement; a) split the cost on a replacement rim from Giant that would be out-of-pocket for both us and the customer (however, the original replacement part is not available) and b) split the cost of an aftermarket rim from another manufacturer (customer refused this option because it wouldn't match the other wheel). However, after doing the work that the bicycle was initially submitted for, it has been determined the original problem of consistent flat tires and pressure loss has been rectified. The bicycle had the replacement parts installed and, as the bike has been in our possession for a long enough period of time to ascertain if it was, in fact, effectively repaired. It has lost no significant amount of air pressure in the repaired wheel/tire in over a week. The customer is not being charged for any of the labor or parts that were used in the repair of the wheel in question. The customer has been made aware of this situation via email as of 10/10/2023. 

• Initial Complaint

  12/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son, **** **********, was sold a mountain bike with a lifetime warranty on the frame. In November, the bike frame came apart while riding it. We took it to Century Cycles where he bought it, and was told they can’t fix it or replace it even though it has a lifetime warranty on the frame. I have talked to management and all he wants to do is fight and list reasons why he thinks it should not be fixed even though there is a lifetime warranty.

  Business response

  12/05/2021

  To Whom It May Concern:

  Century Cycles has focused on providing superior customer service to our customers for over 30 years.  We always try to do what is right, and what is best for our customers in every situation.  In the case of the person filing this claim, there is no basis for a warranty frame replacement.  Giant Bicycles has compiled frame failure data for many years.  Frame failures are rare and generally occur at connection points on the frame.  Data gives insight into patterns over time to know where a frame failure is most likely to occur, and what the causes can be.  When looking at normal wear and tear, even on a mountain bike during rugged riding conditions, frame tubes do not abruptly crack in the middle of the tube, it simply defies the science and engineering that goes into the building of a bike frame.  Representatives from Giant Bicycles have denied this claim, and rightfully so. 
  
  We understand this customer is disappointed that he has a broken frame.  However, damage like this is caused by an accident, or a blunt impact to the frame by doing something like a jump and having the frame hit a sharp object with the full weight of the rider on the bike during the landing.  Despite the mistreatment of our employees by this customer while arguing with us in our store, and posting defamatory comments on multiple social media sites, we have offered to continue discussing options with this customer to sell him a new bike at a reduced cost or to sell him a used bike with similar characteristics.  We will not be bullied or harassed into giving something to this customer that is not justified.

   

  Customer response

  12/10/2021

  Better Business Bureau:
  
  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******** *****
  I just saw the response from the business about the complaint I filed. First off, I was never in the store arguing. Second, I only used social media to leave a truthful review of what happened and how they handled it. Third, my son was riding the bike to work and it broke. He was not jumping anything and not hitting the frame with anything nor did he run into anything. The bottom line is something happened to the frame. They sold us a bike with a lifetime warranty. It should be replaced. I have never seen a business argue and blame the paying customer like this ever. What confuses me more is that the frame should be replaced my the manufacturer and they act like the replacement is coming out of their stock. I spoke with other bike stores and they agreed with me that the bike should be replaced. They are an embarrassment to customer service and to the community. You can’t sell bikes with a lifetime warranty and not follow up on that claim. 
  
   

*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. ↩