ComplaintsforPlaytri Performance Center

• Initial Complaint

  09/01/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I had an extremely disappointing experience with PlayTri that I feel compelled to share. I signed up for a race in **********, following all instructions diligently, only to have my hopes dashed due to the lack of communication and poor customer service that followed.The trouble began when I showed up at the race site, as instructed, the day before the event. To my dismay, there was not a soul in sight. I wasted an immense amount of time trying to piece together what had happened, only to finally discover that the race had been abruptly cancelled. This was incredibly frustrating, as I had dedicated countless hours to training and preparing for this event, not to mention the financial investment I had made.My frustration didn't end there. On August 26th, I reached out to PlayTri and spoke to a lady at 1 pm, who assured me that a refund would be promptly processed. Regrettably, this proved to be a false promise. Despite my multiple follow-up attempts, I was met with a dismissive attitude and told that I would not be receiving a refund.This experience has left me feeling cheated and thoroughly disappointed with PlayTri. It is profoundly disheartening that a company entrusted with organizing events of this nature could handle the situation so poorly. It is evident that PlayTri lacks the basic courtesy of informing participants of cancellations in a timely manner, and their customer service is nothing short of unreliable.My message to potential racers is simple: Beware before signing up with PlayTri. They have shown themselves to be a company that can change event dates without notice and, worse yet, they do not honor their commitments to refund participants in cases of cancellation. If you value your hard work, dedication, and the effort you put into peak training just before race day, I strongly advise against racing with PlayTri. Your time, money, and aspirations would be better invested elsewhere.

  Business response

  10/02/2023

  We are sorry that the event got canceled. Cancelations are usually out of our hands. In this case the the city and USAT canceled the race because of the lake quality didnt pass the minimum requirements. In this case we sent multiple emails to all participants, over 300 athletes. we also posted on our ******** page and social media. It looks like all the participants received the message as no one else showed up race day as far as we know.

  Thank you

• Initial Complaint

  05/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a bicycle from this business on 8/5/2021 - it was advertised as a 2021 Cervelo P series. I was in a cycling accident on 4/2/2022 and the bicycle needed several repairs. I brought it to the Oceanside CA franchise, and they said they would check with the manufacturer if the repairs qualified under the accident repair warranty where they typically offer a reduced charge for parts. The bicycle sat there for over 60 days, to which I called them to pick it up to WORSE condition than I dropped it off in. During that time, I learned the bike had been sitting outside during the day for the 60+ days it was there. They replaced certain parts at no cost, and I paid the difference for the repairs from the accident. I have since been working with the manufacturer directly on the bike, and come to discover the bicycle that was purchased is a 2020 model. This bicycle I purchased was mis-represented. I called the store directly, and made them aware of this and all they responded with was "ok." I would like a refund of the difference for paying full price for a current year bicycle when it was indeed one generation older than advertised.

  Business response

  07/21/2022

  Business Response /* (1000, 5, 2022/05/31) */ *****, purchased a bike from Playtri oceonside and crashed on it. The bike was damaged and needed repairs. We tried with the manufacture to get the parts at a discounted price but they said these parts are not covered under the crash replacement warrenty.. The bike is a carry over model, not misrepresented, new and comes with full manufacture warrenty. We are happy to repair the bike or trade it in for a new one. Thank you Consumer Response /* (3000, 7, 2022/06/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The bike was misrepresented on the receipt stating it was a 2021 model. Whether it's intentional or not, was I charged the 2020 or 2021 price? It seems like I was charged 2021 price for a 2020 bike. Either way your inventory indicates it is a 2021 bike and although it carries the full warranty, it would still affect the resale price if I were to sell the bike. Business Response /* (4000, 9, 2022/06/07) */ The bike price is the same for the 2020 or 2021 because its the same frame and components. The bike is now damaged in a crash, used and needs repairs. We do have a 30 day exchange age policy if client is not satisfied with bike for any reason but bike has to be in good condition, not damaged and just wear and tear on tires. This bike being damaged doesn't qualify for this exception. Sorry you crashed and damaged the bike. We tried to get the bike repaired under crash replacement from bike manufacture, but it didn't qualify. We did our best to save you money but at the end of the day, you crashed the bike, you damaged the bike, we are glad you are ok and we are still happy to repair or trade in the bike. Thank you Consumer Response /* (4200, 11, 2022/06/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) The issue isn't about the crash. The crash incident only gave me the opportunity to thoroughly inspect the bike thereby noticing that the serial number indicates it is in fact a model year 2020. This complaint is about the misrepresentation of the bike specs (aka, model year). The fact that you represented the bike as a model year 2021 when in fact it is a 2020 is an egregious misrepresentation and has significant impact on the consumer trust of a business. I understand a business has the discretion to charge, mark up, or discount any item. I take issue with the lack of acknowledgement from PlayTri (whether knowingly or unknowingly) of misrepresenting the bike. Business Response /* (4000, 13, 2022/06/10) */ *****, Bikes that are same frame and components are considered carry over from one year to the next. if you are not happy with the bike for any reason following our exchange policy we would be happy to exchange the bike. Unfortunately because you crashed and damaged the bike we would not be able to exchange . with that said we are happy to trade in the bike or repair it for you. Thank you

• Initial Complaint

  02/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have recently purchased a "2022 Cervelo P Shimano Ultegra Di2" From Playtri via Bike exchange. I paid a premium price for a bike that had upgraded carbon wheels. When i received the bike it arrived with vastly inferior components then are included on a "2022 Cervelo P Shimano Di2". When I contacted PlayTri I was told that the bike is a Cervelo P frame with Shimano Di2 drivetrain (11 speed not the 12 speed its supposed to have) and it was assembled in 2022 by them and it is not in fact a "2022 Cervelo P Shimano Di2" model. This is exceedingly misleading. When I asked to remedy the situation I was told I should have looked at the pictures closely and offered store credit minus $300 for the shipping plus $300 to ship it back.

  Business response

  03/21/2022

  Business Response /* (1000, 5, 2022/02/17) */ - We are happy to exchange the bike with any in stock Bike we have within 30 days of purchase. - We always post on our website pictures of the actual bike and components so there is no confusion of what product the client is receiving. - For bikes that have stock/generic pictures, we send pictures of actual bike via email before we ship to make sure client knows what exactly bike and components they are receiving. . - We understand that client did a mistake and thought components are different, so we recommend he takes advantage of our 30 day exchange policy. ****************************************************************** - We hope this helps. Thank you Consumer Response /* (3000, 7, 2022/02/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) To except credit from a bike shop that maliciously misrepresents it's products is totally pointless. I have already paid $300 to have the bike shipped and am willing to spend the money to ship it back and be done with Playtri permanently. But to then select another bike and take the chance that it will also be misrepresented and spend $300 to have it shipped is down right foolish. I have attached a picture of the add that clearly states "Cervelo P Shimano Ultegra Di2 2022" a very specific brand model and year, and not even close to what I received. "The customer" did not make a mistake. "The customer" was intentionally misled. Business Response /* (4000, 9, 2022/02/26) */ We are one of few if not the only shop that puts 10+ pictuers of the actual bike on our website for the clients to see. If the bike is 12 speed then we put that in the title. This bike is a custom build and showed all components on pictuers and we answered clients questions before he bought the bike. attached is a picture of the the bike he bought and it says custom built and another bike that is 12 speed, obviously it says 12 speed. how much more upfront we can be??? Thank you

• Initial Complaint

  02/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a parade kit from Playtri on Dec. 28 as required for the World Triathlon Multisport World Championships in Romania in June. At the end of January, I decided not to move forward with travel plans to Romania based on unrest in the bordering company of Ukraine and CDC recommendations to avoid travel to Romania. I requested to cancel my order and receive a refund on Jan. 28, 8 days after the deadline for placing an order. The kits have not been made yet and are not shipping until April. I was told too bad but you can't cancel your order. This doesn't seem fair considering the kits have not been made or mailed yet.

  Business response

  03/11/2022

  Business Response /* (1000, 5, 2022/02/07) */ All participants were sent an email that included the link to order the kit (only those with the link/password can order) and included the following boldly called out: ALL SALES ARE FINAL. No refunds - no exceptions. These are being made to order and cannot be returned so please take care when purchasing your items. The refund policy is clearly stated in the description of the product where you make the purchase online: ALL SALES ARE FINAL. No refunds - no exceptions. These are being made to order and cannot be returned so please take care when purchasing your items. The refund policy for parade kits is also clearly stated on the ordering site's return policy. We made it abundantly clear the there were no exceptions on refunds in the email that included the link and password - so the customer had to login with a password to access the items they purchase after being told there was no refunds. Then the product description where they enter the size and quantity to their cart also had our official refund policy. If the customer chose to order, it is because they were willing to accept the refund policy. This customer was clearly made aware of the policy and will not be provided a refund. Consumer Response /* (3000, 7, 2022/02/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand the return policy but I'm not asking to return anything. I'm asking to cancel my order. The policy doesn't address order cancelations. I placed my order in December and asked to cancel it about a month later. This was about a week after the deadline passed for placing an order. With the items not shipping until April I don't understand how you can argue that they've been made already. Business Response /* (4000, 9, 2022/02/10) */ This is not a return policy. This is a refund policy as clearly stated throughout the previous response. The Email to order the product and the product description all say ALL SALES FINAL No Refunds - no exceptions. We made it abundantly clear the there were no exceptions on refunds If the customer chose to order, it is because they were willing to accept the refund policy. This customer was clearly made aware of the policy and will not be provided a refund. This is not a return policy. This is a refund policy. The customer has not provided any new information nor has our REFUND policy changed. Orders are submitted by us to be made as soon as purchased by the customer. We do not have the ability to cancel once made and hence the refund policy. Consumer Response /* (4200, 11, 2022/02/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The return policy doesn't say that you can't cancel your order. Also, this is not a situation where I "chose" to place an order. This item is REQUIRED to participate in the world championships. It's extremely disappointing to not be allowed to cancel my order when the item has clearly not been made or shipped.

*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. ↩