Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/05/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new titanium ********* ***** from American Bicycle Group in Chattanooga, Tennessee. The bike was delivered to me on July 29, 2022. During the first ride, I experienced a violent vibration in the front end while braking. The vibration is so strong that it is difficult to hold onto the handlebars. I exchanged numerous emails with ********* in an effort to fix the problem. Brake bed-in and headset tension were ruled out. There were bizarre wear patterns on the front rotor and gouging in the front brake pads. A new rotor and new pads were installed on the front brake, and bedded it in. However, the problem remained, and the new parts also developed bizarre wear patterns and gouging. The front-end vibration problem was verified on a service receipt from my local bike shop, and I sent the receipt to *********. ********* eventually sent me a stouter fork. While the vibration improved, it still persists. I have spent more than $300 on parts and service in an effort to fix the vibration problem. The bike has a total of perhaps 50 to 60 miles on it. After four months of going back and forth with ********* and no solution in sight, I finally asked to return the bike in November. On November 14, *********’s ** ******** responded to my request in an email as follows: “Management and I have met and while we understand your desire to return the bike, the 30-day window governing our return/exchange policy has elapsed. Further, we judge as a team that we have exhausted all reasonable avenues as a company to work with you to resolve the issues that were brought forward.” So, after four months, I still have a brand new bike with an unresolved vibration problem that was apparent from the very first ride. ********* refuses to take the bike back and has now abandoned me. To make matters worse, they used my cooperation and good faith efforts to resolve the problem against me, now contending that I waited longer than their 30-day window to return the bike.

  Business Response

  Date: 12/16/2022

  In response to the complaint received from ****** ***** -

  ****** ***** worked directly with our engineering department to design and produce a customized bicycle.  American Bicycle Group wants all customers to be happy with their purchases and for them to enjoy many miles and years of cycling.  The bike was delivered on July 29, 2022, and in the days shortly thereafter Mr. ***** reached out to our company to discuss a vibration in the front of the bike coming from the braking area.  Mr. ***** also worked with his local bike shop directly on this matter as well.  Many emails went back and forth and over the course of the discussions the front fork, rotor & pads were all replaced (in some cases multiple times) and then further adjusted over the course of multiple visits to the local bike shop between August and October 2022.   In good faith, American Bicycle Group judges that all possible resolution has been attempted and parts supplied to satisfy the complaint.  In November 2022, Mr. ***** asked for a refund and further payment for all out-of-pocket expenses.   After reviewing the claim and the attempted resolution, American Bicycle Group notified Mr. ***** that his 30-day refund/return window had closed which of course is not the resolution desired, but a decision based upon a thorough review of the facts and attempts to resolve directly. 

  Customer Answer

  Date: 12/20/2022

  
  Complaint: ********
  
  I am rejecting this response because: the problem with the new bike they sold me still has not been resolved. I have tried in good faith for months to work with ********* and follow their directions, and my local bike shop has tried to fix it too. The fact remains that the vibration in the front end is still their and it is *********’s responsibility to stand behind the product they sold me.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 12/30/2022

  In regards to the follow-up communication, the offer still stands that ********* is happy to consult with the customers Local Bike Shop to diagnose and address any valid claim of vibration.  All parts in the area of the complaint have currently been replaced at the expense of ********* by the customers Local Bike Shop since the original unit was sent to the customer.  This has failed to satisfy the claim.  A consultation between the Local Bike Shop mechanic and ********* can be set up at the customers convenience.  

  Customer Answer

  Date: 01/17/2023

  *********’s 12/30/22 response says: “the offer still stands that ********* is happy to consult with the customers Local Bike Shop to diagnose and address any valid claim of vibration.” This is astonishing. Until now, ABG/********* has NEVER offered to work with my local bike shop. In fact, they told me on 11/14/22 that “we have exhausted all reasonable measures as a company to work with you. . .” and refused to take any further action.
  
   
  
  Additionally, I sent ********* months ago a 9/06/22 receipt from my local bike shop that says despite the repairs the shop performed they can still detect “faint chatter.” Moreover, the receipt says that as the brakes wear in the serious vibration problem may or may not return because “this bike is very tall which is undoubtedly either the cause of the chatter or at least exaggerating the chatter.” It’s unreasonable to expect me to ride a new bike that has a dangerous vibration problem that may or may not return. Indeed, the bike is sitting in my basement unused with only 40 or 50 miles on it. In short, *********’s belated offer of assistance—which only came after I filed a formal complaint with the BBB—is meaningless given that my local bike shop already has said they are unable to completely resolve the vibration problem.
  
   
  
  *********’s last response says: “All parts in the area of the complaint have currently been replaced at the expense of ********* . . . .” In fact, ********* has NEVER reimbursed me for any of my out of pocket expenses, so this statement is not accurate.
  
   
  
  I purchased a new bike that should be free of defects and that’s not what I got. I’m surprised—shocked really—at how difficult ********* is being. Their 30 day return period is nonsense—it doesn’t mean they are entitled to abandon customers after 30 days and it doesn’t replace rights under consumer protection laws. If this had been any other consumer item like a dishwasher, AC unit, furnace or car, the manufacture long ago would have done the right thing and taken back the item. I can’t fathom why ********* treats their customer so poorly. This was supposed to be a dream bike, but it has turned into a nightmare.
  
   
  
  ***

• Initial Complaint

  Date:11/14/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would not recommend buying the new VPR bike! There are clearly issues with the bike and QRs engineers even admitted that to me as I worked with them to troubleshoot the problems. Bottom line, I spent $13K on a new VPR and I’ve had nothing, but issues with the bike since day one. When I finally asked for my money back they suggested I sell the bike on the Pros Closet - basically leaving me with a defective bike and suggesting I just sell the defective bike to someone else. From day one I’ve had nothing, but issues with the VPR. Shifting has been terrible. When I pulled up the Shimano app I noticed the offset was set to the maximum (-18). When I tried to adjust the offset and smooth out the shifting, the shifting got even worse. Even though I’ve had a Di2 system for years, I thought maybe I was doing something wrong, so I took it to my local bike shop. They confirmed I wasn’t crazy and said something was definitely wrong with the bike. After sharing this with QR (in writing), they asked me to ship the bike back to them and credited the fee charged by my local bike shop. Flash forward 3 weeks when I got the bike back from QR …. I went for a ride and I was still having issues. Chain would drop, shifting wasn’t quick, something was just off. I called QR and they asked me to send the bike back to them again …. This time they setup a call with me and their chief engineer. What he shared with me was very surprising … first, he said I wasn’t crazy and he saw what I saw as far as issues. He said the tolerances on the new Dura ace Shimano setup was causing “movement” and problems with the shifting. His recommendation was we move down to an ultegra cassette and chain and that should “minimize” the issue. He also said he was working with his engineers to address “tolerance issues” uncovered as they’ve rolled out the new VPR. Simply NOT what you want to hear from the chief engineer after you spent $13K+ on a bike! This is a defective bike.

  Business Response

  Date: 11/28/2022

  Thank you for the opportunity to look into the claim posed and answer it accordingly.  Due to an unforeseen illness and the holiday period, I have been unable to complete a full review and am requesting to be able to finalize this and get an answer out by this Friday 12/2/2022.  Appreciate this in advance and will return an answer by 12/2 end of business day.

  Customer Answer

  Date: 11/29/2022

  Date Sent: 11/29/2022 10:34:42 AM
  

  
  Complaint: ********
  
  Look forward to a response later this week.  

  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 12/05/2022

  After reviewing the claim made the following narrative has arisen:

  The bike was purchased 11/27/2021 which was over 1 year ago.  There were original complaints when the customer received the unit and the bike was brought back into our factory to be checked, adjusted and verified that it is in good working order.  At that point when the bike left our facility our Lead Mechanic certified that the unit was functioning correctly with no issues.  The unit was ridden by the customer throughout the triathlon season both for training and several races as well throughout the year.  Also, in April 2021, ABG also paid a portion of an invoices from a local bike shop that the customer had taken the unit to for additional adjustments.  

  After having looked at the correspondence and reviewing the case internally it appears that both certified ABG mechanics as well as non-certified mechanics have worked on the unit over the past year.  The unit has been used for both triathlon training and during the events associated.  The unit carried a 30-day return policy for a full refund.  As that time-period is well past expiration, the request for a refund from the Customer will not be honored.  Of course, this is not the resolution that was requested, however after reviewing the case all good faith efforts to satisfy the customer have been exhausted and the customer has the option of selling the unit directly or via a 3rd party site if he is still not satisfied.  Additionally, as previously offered ABG is happy to arrange a call with a certified mechanic or bike shop of customers choice to review any additional concerns.