Complaints

• 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. 

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