Complaints

This profile includes complaints for Pacific Cycle's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pacific Cycle

  4902 Hammersley Rd Madison, WI 53711-2614

• 

  Pacific Cycle

  214 Wright St. Delavan, WI 53115-2015

• 

  Pacific Cycle

  2070 Cessna Dr Vacaville, CA 95688-8712

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:03/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 was delivered a mildly damaged bicycle in a dirty damaged previously opened box. Some of the packing materials were dirty and retaped. Some of the components had already been ripped open. The box was actually labeled retag.The delivery driver took a photo which obscured the damaged parts of the box. They did not knock - left the box at the front door. However, almost immediately I went outside and photographed the damaged dirty box. The time stamp on the photos is almost the same as the time of delivery.I took an unboxing video which revealed some loose parts in the box; and some dirty used packing materials.I immediately counted Pacifica Cycle requesting a new bone in a box which has member been opened.Their response was that the bike is new -carefully boxed, not a return; that it must be damaged in transit which they do not cover. The would send a replacement for the dented fender or I could return the bike, but 50$ would be deducted from the refund. They refused to replace the bike.I felt shocked and insulted with this circumstance and their stance. Not the best 71 birthday??

  Business Response

  Date: 03/17/2025

  Hello, 
  
  Thank you for the chance to respond to your concerns regarding your recent order. I understand that receiving a package in less-than-perfect condition can be frustrating, and I sincerely regret any disappointment this has caused (especially on your birthday).
  
  To clarify, the *** relabel on your package was applied by ***** due to an illegible label, likely due to the damage sustained in transit, not because the item was previously returned. Our company does not reship returned products; all returns are processed at a separate facility in ********, whereas your bike was shipped directly from our Georgia warehouse. While the box may have appeared compromised upon delivery, we can assure you that the bike was shipped as new.
  
  That said, we acknowledge that the condition of the packaging and your experience upon unboxing did not meet your expectations, and Im pleased to share that our packaging methods have been improved for our newer models. Also, I want to ensure a resolution that meets your satisfaction. Given the circumstances, we have agreed to waive the return shipping fee, and since you are within your 30-day return window, you are eligible for a replacement, which well ship to you as soon as we get word your bike is on the way back.
  
  We value your feedback and take consumer concerns seriously. While we regret that this situation has caused frustration, we hope this resolution demonstrates our commitment to fairness and service.
  
  Regards, 
  ******* **** Sen
  Sr. Manager, *************** Pacific Cycle, Inc.

  Customer Answer

  Date: 03/18/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ****** *******
  

• Initial Complaint

  Date:03/04/2025

  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.

  Dear Better Business Bureau,I am writing to file a formal complaint regarding my purchase of a Schwinn ****************** Bike from *********************. My order number is ******** 718, and I made the purchase on February 20, 2023, for $1,532.99.The bike was advertised as having full throttle and pedal assist features. Upon receiving and using the bike, I realized that the throttle feature was missing. I contacted Dick's Sporting Goods, who directed me to Schwinn, and vice versa, leading to a frustrating runaround without any resolution.Due to personal circumstances, including the recent loss of my nephew and brother-in-law, I was unable to pursue this matter further at the time. However, I am now seeking a resolution to this issue. Despite my best efforts, I havent received the support or assistance I expected from either company.I kindly request the BBB's assistance in resolving this matter. I am seeking either a replacement bike with the advertised features or a full refund.Thank you for your time and assistance.Sincerely,

  Business Response

  Date: 03/11/2025

  Hello,
  
  Thank you for sharing your concerns about your Schwinn Ridgewood e-bike. We appreciate the opportunity to provide clarification.
  
  Our records show you purchased this e-bike in February ****************************** March 2023 regarding a battery issue. To ensure your bike was functioning properly, we replaced both the battery and charger, with the charger shipping in June and the battery shipping as soon as it became available in August.
  
  In mid-June, we received and replied to your email noting the absence of a throttle. We clarified that the Schwinn Ridgewood model is available in both throttle-assisted and non-throttle versions and based on the model number and photos you provided, your bike aligns with the version that does not include a throttle. As product variations can sometimes lead to confusion, our website, box packaging, in-store product information, as well as store personnel should typically assist in explaining a bikes features. That said, your feedback was shared with our team that works closely with the retailer.
  
  We understand that you are requesting full compensation for your bike. However, since the model purchased does not include a throttle and was not misrepresented by our company, we are unable to offer a refund or exchange. I'm apologize for this disappointing outcome.
  
  After receiving this complaint, we immediately followed up with you by email to reiterate this information and remain available should you have any further questions.
  
  Regards, 
  ******* **** Sen
  Sr Manager, Consumer Care
  

  Customer Answer

  Date: 03/12/2025

  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.
  
  [Please type your response here.]

  I reached out immediately after I realized that there was no throttle. I researched and not only did I not find more than one ridgewood e-bike I found a video advertisement describing the ridgewood ebike and doesnt describe two different models under ridgewood. Clearly describes both throttle and pedal assist. 
  
  Regards,
  
  ****** *******

  Business Response

  Date: 03/20/2025

  Hello, 

  I understand your disappointment in our decision to uphold our policy and appreciate the opportunity to clarify our position.
  
  As youre aware the Schwinn Ridgewood was offered in both throttle-assisted and non-throttle versions, with non-throttle models sold at a lower price to provide consumers with a choice that best fit their needs. Your bike features pedal assist, which provides a power boost to help accelerate and make pedaling easier, while the throttle version allows riding without pedaling. Both versions reach the same top speed but with different engagement methods.
  
  As consumer interest in e-bikes has grown, we have evolved our lineup so that all new models now come standard with both pedal assist and a throttle. However, at the time of your purchase in February 2023, both configurations were available, and your bike, which is now discontinued, aligns with the non-throttle version. The product feature video you referenced was posted in May 2023, several months after your purchase, and does not change the specifications of your model.
  
  It has now been over two years since your purchase, and the bike is well beyond the store's return policy. As your model was not misrepresented and does not qualify for a return or exchange, I am unable to offer a refund, replacement, or credit. While we cannot make an exception in this case, we appreciate your feedback and will continue working to improve clarity in product information. If you need technical assistance with your bike, we are always happy to help.
  
  Regards, 

  ******* **** Sen
  Sr Manager, *************** Pacific Cycle
  
  

   

  Customer Answer

  Date: 03/21/2025

  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.
  
  Do not accept, they have no advertising of the two different mode numbers with the same name Ridgewood nor was it advertised in the store or shown that they were 2 different bikes offered two different ridgewood bikes. One display only and schwinn no longer offers it online so I can see that they did offer it this way they are stating. 
  Here is the link to the only advertisement of this product ************************************************

  
  Regards,
  
  ****** *******

  Business Response

  Date: 03/24/2025

  Hello, 

  I sincerely regret that we are unable to offer a full credit or exchange for your request. After thoroughly reviewing your case, we must adhere to our policy, which applies consistently to all consumer purchases. While we carefully consider the details of each situation, our policies guide our decisions.
  
  Your feedback has been shared internally, and I assure you that it will be taken into consideration.
  
  Regards, 

  ******* **** Sen
  Sr. Manager, *************** Pacific Cycle

  Customer Answer

  Date: 03/29/2025

  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.
  
  I received this information from dicks customer service DICK'S Sporting G...
  Some key features of the Schwinn Ridgewood e-bike:
  Aluminum Frame: Lightweight and durable1.
  250-watt ********** Provides pedal assist, making it easier to tackle urban terrain.
  Adjustable Seat Height: Tool-free adjustment for a comfortable, upright riding position1.
  Integrated Lights: Ensures safety during night rides1.
  Mudguards, Rear Carrier, and Kickstand: Practical additions for carrying belongings and parking1.
  Throttle: Allows for additional control and ease of riding
  For more information on this bike please contact the manufacturer Schwinn: 800-
  I have attached a screenshot from the conversation 
  Regards,
  
  ****** *******

• Initial Complaint

  Date:12/28/2024

  Type:Service or Repair 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 bought the 27.5 inch Mountain Pass bike from Target 4/30/2023 and was able to ride it for about 940 miles when the bottom bracket broke. It was cross-threaded and the repair was as much or more than I paid and no guarantee to work. Thier words were that the aluminum body is a soft material and easy for the problem to occur. I secured a new bike on the warranty and was told the problem was not common. I started riding the new bike 11/11/2023 and rode about 365 miles in 2023 and continued to ride until October when the bottom bracket broke on the new bike. I paid $35 for a repair and again the bike is nearly unrideable. I had a goal of 2000 miles in 2024 and I did it but no thanks to the bike. I did it myself. This bike is not for even suitable for moderate riding. You would think a "Mountain Bike" would be able to take some amount of wear and tear before breaking. Not so. The tires will long outlast the bike itself. It would be good for a kid to ride to a neighbor and back and nothing more. Even that would be pushing it. You get what you pay for. ****** learned. These are throw-away bikes to make profit and would imagine very little consideration was had for a good product to put out there. I will not replace this bike with another one like it.

  Business Response

  Date: 01/03/2025

  Thank you for the opportunity to address this concern, which we did immediately upon receiving the complaint. First, I want to apologize for the frustration and inconvenience the consumer experienced. Quality is a top priority for us, and we are disappointed to learn that one of our products did not meet expectations.
  
  While bicycles, like all mechanical products, have a finite lifespan, we understand that riders should reasonably expect a bike to perform reliably with proper care and maintenance. Factors such as riding style, terrain, climate, body weight, and the quality of components and materials can all influence durability. Nonetheless, we appreciate this feedback, which has been shared with our Quality team.
  
  Although the warranty on this bicycle has expired, we value our consumers' satisfaction. As a goodwill gesture, we have agreed to issue a refund as requested, which the consumer has accepted with gratitude. Our goal is for every rider to have confidence in their purchase, and input like this helps us continue to improve our products.
  
  Regards, 
  ******* **** Sen
  Sr Manager, *************** Schwinn

• Initial Complaint

  Date:07/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 bought a Ebikes from ******* in 2019 this bike came in with break issues and the threading on the pedals was identified as backwards by a bike shop that caused the pedal to come off while riding almost causing a serious accident. I was sent a new one and I could see the battery did not sit flush I let them know and they told me the battery wasn't part of the warranty so it never got fixed I continued to have connectivity issues and finally after 2byesrs they said well we can send a new hub the battery sits in. Because my bike was inoperable, I decided to buy a new one I was hesitant but I got this one from Dicks. It immediately didn't feel right like no peddle assist, I took it back and found out the sensor was in pieces, they said they could replace it with another opened 3 boxes all of them were damaged, I fought with Schwinn to get that part and while that was going on the bracket installed by Schwinn that holds the fender on came off while riding and cause a accident, this cracked the throttle housing, messed up the breaks and bent the fenders, I again had to get Schwinn to get me the parts because Dicks couldn't Schwinn was extremely unhelpful to Dicks. ***** also wanted Labor cost of only $300 even though they spent Alot of time trying to get this bike back to what is was supposed to be. Schwinn agreed to reimburse me what I paid , I sent the receipt that wasn't good enough they wanted a breakdown. Well there wasn't one so Dicks put one together and I sent it and now Schwinn is renigging and saying instead of the $300 plus tax I paid they made up their own cost and deducted the breaks saying it's not part of the warranty and telling me I will get $210 that's not a reimbursement they owe me what I paid. This is a horrible company at one point they said my brand new bike was out of warranty their warranty is a joke, I will never buy another thing from them ever

  Business Response

  Date: 07/11/2024

  Hello,
  
  Thank you for sharing your experience. I was disappointed to learn of the difficulties with your new e-bike and the challenges with the repair process. The store you purchased from has a process to acquire parts needed from the manufacturer for their repair programs. Your feedback is invaluable and has been shared with our Sales and Product Quality teams so that they may address the issues you raised.

  Every purchase comes with assurance that your bike will perform as expected when assembled, maintained, and used as outlined in your owner's manual. If an issue occurs because of a confirmed manufacturing flaw, the limited warranty covers parts but does not extend to labor costs for repairs or adjustments. Initially, as a gesture of goodwill, we agreed to cover the repair costs minus any adjustments, aiming to find an equitable resolution to your situation.

  However, we recognize that our original offer did not meet your expectations. After further consideration of the inconvenience and time spent addressing these issues, we agreed to reimburse you in full for your costs. Our primary goal is to ensure our consumers are satisfied and confident in their purchases from us.
  
  Regards,

  ***************************
  Sr Manager, Consumer Care
  Pacific Cycle, Inc
  
  

  Customer Answer

  Date: 07/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:05/21/2024

  Type:Service or Repair 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 bought a electric bike from wall mart a schwinn that was grantee for two years i rode the bike a few time s then it quit so i found out who ever put the bike together put a s**** through the ground wire causing the battery to short out the bike company cycle shop that made it sent me a box the bike came in and the fed x wants 450 to ship it they owe me a battery

  Business Response

  Date: 05/30/2024

  Hello, 

  In review of prior correspondence with the consumer, our ************* representative had approved the consumers warranty claim pending the return of his electric bicycle to the company. We also emailed a postage-paid shipping label to him to use for returning it. Upon notice of this complaint, our Team Specialist reached out to clarify the return process with him, as it appears there was some confusion related to shipping. Im happy to share this has been sorted out and can confirm his bike was returned to the company in exchange for a replacement bicycle. The consumer was happy with the resolution. 

  Regards, 

  *********************** Sen
  Sr. Manager, *************
  Pacific Cycle Inc.

  Customer Answer

  Date: 06/01/2024

  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.
  
  [Please type your response here.] schwinn called me ask me if i want a replacement or money i said i want a bike  they said they would send a replacement so i called them back 5 days later and ask  when it will be here she said we dont have a replacement and i will be getting a check in 2 - 4 weeks thats bull s*** i need my money now  yesterday  it takes them minutes to take it from my bank and month to put back bull s*** and now the bike is on sale for 389 100 cheaper same place wallmart  but i dont know if i  am getting the same one  waiting and waiting form my money  should take no longer than a week to get a check in the mail  4 weeks is bull
  
  Regards,
  
  *********************

  Business Response

  Date: 06/04/2024

  Once again, I apologize for the confusion. The consumer is receiving a new bike as he requested and not a refund check. Weve been in touch with the consumer since receiving this message to reassure him of this.

• Initial Complaint

  Date:03/02/2024

  Type:Service or Repair 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 pacific childrens bicycle from Target retail. upon assembly the pre assembled crank assembly was fastened far too tight making it impossible for w child to pedal as the tightened nut for pedal crank is crushing the bearings. It in not fixable as its far too tight to budge. Pacific wont honor their two year warranty and suggested me the cusromer to pay to have it fixed. They even sent a replacement component without my knowledge that has nothing to do with the issue. they should send a replacement pre assembled component including frame and crank assembly.

  Business Response

  Date: 03/11/2024

  Hello, 

  Thank you for the chance to respond to the consumers feedback and request. Im happy to share this has been resolved to the consumers satisfaction. Upon further discussion, its clear the issue was caused during manufacturing, so to alleviate further inconvenience, we replaced the bicycle in full and have reported the issue to our product team.

  In reviewing the written correspondence between the consumer and our ************* team, his warranty was honored as per the warranty policy by replacing the affected parts. As one part was out of stock, our representative offered to cover the cost of the part to be purchased and installed at a bike shop of his choosing. We do our best to keep parts in stock; however, in the rare instance when parts are out of stock, we offer reasonable alternatives.

  I appreciate the consumers perspective and will take this into consideration as we continue to make our warranty language more comprehensive and clearer.

  Warm regards,

  ***************************
  Sr Manager, *************
  Pacific-Cycle, Inc.

• Initial Complaint

  Date:02/24/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Horrible I absolutely cannot recommend this business. Their products are garbage and they do not stand behind them. I contacted them about a bicycle that my son got for his birthday July 2023. It was purchased as a gift on Amazon and from the beginning it had given us problems. The petals would not stay on the bike they were constantly falling off. I contacted them to let them know this, and they asked me to provide some information which I did, and they told me that my bike was showing that it was older than it was from the serial number and as a one time goodwill they would send me a part to fix it. Wow what amazing customer service. I was then repreimanded for using a wrench to tighten, when this was after numerous attempts at putting it back on . So as a single mom, I do not know what to do with this and I have been trying to repair this bike for 3 to 4 weeks and cannot get the parts off to fix it and my son has still not been able to ride a bike that he got for his birthday over six months ago. I am fuming trying to get this crank off and its ridiculous that I should have to do any work like this when the bike was purchased from a retailer and most definitely should still be under warranty. I will go out of my way to tell everyone to stay far far away from this company and stick to more reputable brands.

  Business Response

  Date: 02/29/2024

  Thanks for the opportunity to review and respond.Immediately after receiving this complaint, I reviewed the consumers correspondence with our company.

  In review of the issue, our evaluation was that the bicycle pedals had been cross-threaded. When bicycle pedals are cross-threaded, the threads on the pedal spindle and the threads in the crank arm are not aligned properly when the pedal is being installed. This misalignment causes the threads to mesh incorrectly, leading to difficulty in s******* the pedal in properly. Applying too much force while installing the pedal can also lead to cross-threading.

  We could have done better in explaining the problem and the terms of the limited warranty policy to the consumer as our initial reply was lacking. Assembly issues such as cross-threading are not covered by warranty;however, as a gesture of goodwill we did offer to replace parts.

  To resolve this for the consumer, a senior member of our team reached out and offered to replace the bicycle with one that is known for its ease of assembly. The consumer was satisfied with our offer, and we hope her son will be back on his bike very soon.

  Warm regards,
  ***************************
  Sr. Manager, *************** Pacific Cycle

  Customer Answer

  Date: 02/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:01/11/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  This nightmare has been on going since Oct 18 2023. I have spoken to several customers reps. *** a ******************* ****** said Nov.29, 2023 my refund would be sent in 3 weeks. It's now Jan.9,2024 and today they said it would be 4-6 weeks to get my refund. They sent the wrong size bike and the fork was welded wrong. They did not have another bike to send me.

  Business Response

  Date: 01/17/2024

  Hello, 
  
  I'm sorry to hear about the delay in resolving this issue. In review of the case, the consumer ordered her bike from a retailer, and it arrived with a bent fork. As she was unable to return it to the store, we sent a replacement fork; however, a mix up in our fulfillment center resulted in her receiving the wrong size fork. To resolve this to her satisfaction, we agreed to reimburse her for the full amount of her bike plus an additional amount for bike shop labor.

  Typically refund checks can take up to six weeks to process, and we informed the consumer of this. But, as this occurred during our holiday season, the check was delayed. I reached out to our Finance team and can confirm the check was entered into our payment system on January 5, ****, for the amount promised. With allowance for the time to print, mail, and be delivered, I trust it should arrive any day.

  Ultimately, we strive for every consumer experience to be perfect and positive. Regrettably, we made some mistakes but worked hard to rectify them. I hope our effort shows our dedication to our consumers.

  Regards, 

  ***************************
  Sr ******** *************** Pacific Cycle

  Customer Answer

  Date: 01/19/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:12/18/2023

  Type:Service or Repair 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 Schwinn electric bike brand new and the rear brakes failed completely. This occurred while I was riding the bike and it was a very dangerous situation to lose the ability to stop the bike. I contacted the retailer, who provided no assistance whatsoever, then I contacted the manufacturer, Schwinn/Pacific Cycle. They sent me a replacement part that I don't know how to install, because I am a normal consumer and not a bike repair person. They suggested I take my bike to one of their repair shops, three cities away, to pay for the repair out of pocket so they can reimburse me. I don't have a truck to transport this bike on, so I would have had to take two buses over three hours one way to go to their suggested shop, take two buses over three hours to return home, then do it all over again to pick it up. That is unreasonably inconvenient! I ended up asking family to take time out of their work week, and I, as well, took time from my work week, to take the bike to the shop for repair. I paid for this out of pocket. While the bike was in the shop, I had to use public transportation and ride services to get to work, when I would have otherwise used the bike. I paid for these expenses out of my own pocket. The shop replaced the part, I picked up the bike, and submitted the documentation to Schwinn/Pacific Cycle. I was told I would receive a reimbursement check in the mail. I have not yet received that check. It has only been a couple of weeks since I picked up the repaired bike when now the front brakes completely fail. I am not willing to do this whole thing all over again! I do not feel safe riding a bike that has failing parts. It is truly dangerous and could definitely cause serious injury, not to mention now I do not have a way to get to work. It has caused a great inconvenience, and I don't want this product because it is unreliable, and their parts warranty does not compensate my time, my stress, and other expenses this ordeal has burdened me with.

  Business Response

  Date: 12/21/2023

  I appreciate the opportunity to respond.

  After receiving this complaint, our Team Specialist immediately reviewed the prior communication between the consumer and our company about this issue.Based on the consumers description, it was initially determined the issue was related to general wear and a need for brake adjustments. The bikes warranty had just expired; however, as a gesture of goodwill, replacement parts were sent to her.

  We understand that not everyone has access to a nearby bike shop nor can make repairs themselves; however, the limited warranty does not cover labor costs, transportation costs, or other types of cost related to replacing a part. This in mind, we still agreed to offer to help defray some of the labor costs. As promised, a check is in route and can take several weeks to arrive due to processing.

  Safety is paramount to our business, which is why all our bicycles are rigorously tested for quality at our factories. Additionally, we clearly outline the adjustments and maintenance requirements in the ownership manual, which when followed, helps keep your bike in road-worthy condition.Brakes, along with other major components, must be regularly checked and adjusted as a part of bike ownership.

  While we stand behind the safety and quality of this bike and our assessment of the issue, we have agreed to refund the consumer for the return of her bicycle. We believe this, along with all our other efforts show our attempt to go above and beyond to address this complaint.
  
  Regards, 
  ***************************
  Sr ******** *************** Pacific Cycle

• Initial Complaint

  Date:12/01/2023

  Type:Service or Repair 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 the bike for my son and the handle bar kept falling forward, I then received a notice for a recall of this issue and completed the forms for the repair kit. Before I could even repair that, the tire was flat so I put air in to it, and with a 40 PSI listed on the tire it blew up before I got past 30. When I contacted customer service they said they recommend only filling to 25 psi, that is not noted anywhere on the tire. I am not a mechanic and do not want to replace the tire - I requested a new bike or a refund. My son could have been seriously injured by either of these issues.

  Business Response

  Date: 12/11/2023

  Thank you for the chance to review and respond. 

  Upon receiving this complaint, we immediately reviewed the consumer's claim and concluded that the warranty claim was handled properly per the warranty policy. Its not uncommon for tires to require air, and its a normal part of assembly and maintenance. Instructions for inflating a tire tube are listed in the owners manual. A tire blow out could occur if the tire is not seated properly, which is why its advised to slowly add air, checking at the halfway point to ensure its not pinched as its inflating.

  However, we certainly understand the consumers concern, and we could have done a better job in explaining the steps for inflating the tube. As a gesture of goodwill, we offered to replace the bicycle at no cost upon return of the original bicycle.

  We hope this compromise resolves the issue to the consumers satisfaction. 

  Regards,

  ******************
  Sr ******** ************** Pacific Cycle