ComplaintsforBikeFlights

• Initial Complaint

  09/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My bike was damaged in shipment. The bike was insured with bikeflights but they have done everything they can to not cover the bike. They continue to ask for more information despite me answering all their questions. They have made several accusations which are untrue IE the bike being dirty despite photographic evidence otherwise as means to not cover the damage in shipment. I asked for them to call me to discuss however they are unwilling to do so. In the end I am stuck with an unusable and unrepairable bicycle that now has no value because they refuse to cover the damage that clearly happened during shipment. I have found them to be unethical and hostile from the outset with clear intent to not cover the damage that the bike was insured for.

  Business response

  09/12/2023

  At Bikeflights we provide shipping services to the cycling industry and individuals like ***********. We shipped a Sant **** mountain bike for *********** for which he later requested to submit a claim. In process of completing due-diligence for the claim we spoke to a bike shop who indicated the damage ************ was claiming pre-existed shipping with our services. In keeping with our Shipping Policy (*****************************************************) shipments are only eligible for claims of damage which occurred during shipping with our service, not for pre-existing damage. 

  
  Unfortunately this means that we are unable to proceed with a claim. We recommended that ************ file a claim with the shipper under whose care the damage most likely occurred. Included is a dated work order from a bike shop who operated on Mr. ***** bicycle, sold to ***************************, prior to the Bikeflights shipment. 

  
  We remain eager to please our customers however our policies are clear on this matter.

  Customer response

  09/12/2023

   
  Complaint: 20577865
  
  I am rejecting this response because: I have not been provided evidence that the bike was damaged in shipment to the buyer. I have evidence that the package arrived crushed and that both the bike and wheels were damaged in shipment. I provided photographic evidence as such.
  
  Sincerely,
  
  *******************

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I sold a bicycle wheelset on **** and used bikeflights shipping services to deliver the product. I packaged the wheels using all of the same material that was received when I purchased a wheelset from a professional company. The wheelset arrived damaged by **** Id purchased insurance through bikeflights and filed a claim with them to resolve the issue. The wheels were damaged beyond repair and my customer was told so by a professional shop. Bikeflights insisted on having the customer go back to the shop for a repair quote. For my customer, this is frustrating and embarrassing. My customer has been unable to get a repair quote from the shop, since the wheels are not repairable. For me, its costing me a sale and the fees and shipping associated with the sale, as well as the cost of the wheelset, considering this matter is still unresolved.The sale was on 10/4/22, serviced purchased on 10/6/22, shipped on 10/8/22, and delivered on 10/13/22.

  Business response

  10/25/2022

  Hello ****,

   

  Thanks for leaving us this BBB review. Our claims team will require some objective proof of the repair/replacement cost. This is something we set out fairly early in the process and if it wasnt available we needed to be notified. This doesnt mean a claim cant still be completed however you need to communicate with our team rather than voice displeasure publicly. 
  
  
  https://www.bikeflights.com/shippingpolicy

  
  We are open to including a shipping refund with the claim simply for the asking. 

   

  Thank you

  Customer response

  10/27/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was living in ******************* I went to *********** ***** to visit family I mailed my brand new electric bicycle via *** and everything arrived fine. I heard about bike flights and that it might save me money via their service so I contracted them to send my bike back from *********** ***** to ******** *******. When my bike arrived it was severely damaged. I had photos of the Box the content of my bike the damage and everything involved. I paid $80 for the service and I paid an extra $8 for insurance on my bike. I filed and submitted a claim against bike flights for the damage to my bike and I submitted all of the evidence. After this I was told that it could be resolved immediately and I gave them a one-star review which they asked me to remove please and I kindly did thinking that my bike situation would be resolved soon. I was told to get an estimate from a bike dealer and it took me about a month and a half to do that due to unforeseen circumstances in my life. But I have now submitted two estimates for the damage and I have gotten no response from them and they have shut me out. I paid for a service, they damaged my bike and I am very angry and unhappy and dissatisfied and I would like compensation for the damage to my bike it's an $800 bike and a Christmas gift I have the receipt for it and I have a validated estimate from two reputable bike dealers. I would like my bike situation to be resolved because of the hardship of me trying to get back and forth to work they refuse to work with me or even respond to my estimates. Please help me to get my bike fixed I don't know how they damaged it during shipping but the service was horrible. I love my bike and I want it replaced or fixed brand new how it was before it was shipped back by them. I'm trying to do this peacefully and amicably and they refuse to respond to anything from me to try to get my bike fixed and this validated claim. If you could please help me with this,I would greatly appreciate it. THANK YOU

  Business response

  08/08/2022

  At BikeFlights we provide shipping services to riders and cyclists of all types. ****** shipped his ebike with us and damage resulted from rough handling. We filed a claim and a check is now on the way to his address. 

   

  At no point did we stonewall or shut him out rather we extended deadlines, procured our own documents on his behalf, and did more leg work to resolve his negative experience because of his stated frustration. 
  
  At this time the matter is completely resolved as ****** has a check on the way to him. 

*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. ↩