ComplaintsforPacific Cycle

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  03/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  02/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  
  

• Initial Complaint

  09/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a Schwinn Rascal Pet Trailer in April 2023. While on a bike ride, my pet bit teeth of the zipper causing the entire zipper to gape open and my pet escaped. This is a PET trailer. I contacted Schwinn and they did not offer even an apology about my lost pet. Upon doing some research, this has happened to other people too. This is really dangerous and the 1 star reviews on Amazon show this pet trailer is NOT pet safe. I was also told its a dog trailer when it is marketed as a PET trailer. It doesn't say anything about it being designed for dogs or intended only for dogs. All the same- other pets have escaped this trailer due to the unsafe nature of the design.

  Business response

  09/13/2023

  Hello, 

  Thank you for the chance to review and respond. A member of our team immediately reached out to the consumer to better understand the issue. First and most importantly, we were happy to hear that her pet bird was located and they were reunited.

  While we were unable to approve her warranty claim based on the damage being caused by her pet, we agreed to a partial reimbursement as a goodwill gesture.

  Warm regards, 
  

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

  Customer response

  09/13/2023

  [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

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We purchased two E-Bikes through their **************** program on or about August 8, 2023. I assembled my bike but I did not assemble ****** bike due to a color dispute. The website said it was a Pink bike and described the color as PINK. We later found out they do not make that bike in pink so we were stuck with Purple. So I assembled Nancys bike. The controls lit up as mine but her electric motor would not work. I contacted their help line and was told they would get back to me. I then received an email several days later stating a sensor was being mailed to us. We received the sensor, but I had no idea how or where to install this sensor. So I called a bike shop and they said they would not work on that. A second bike shop told me theyd rather not and that I should have them send me a new replacement bike. I contacted a third bike repair store and they said they will replace the sensor, but I would be looking at a minimum of $100. I want a brand new replacement bike that works as it is supposed to.

  Business response

  09/13/2023

  Hello,
  
  This offer was exclusive to Friends and Family members of our employees, and the discounts were extraordinarily generous. When the order was placed, the person who placed the order agreed to the sale terms, which were with no refunds or returns.
  
  In regard to the color, it does lean between pink and purple, so the interpretation is subjective. We are sorry to hear this color did not meet expectations, and I have already shared this feedback with our website team.
  
  Our limited warranty policy states we will replace affected parts free of charge; however, labor costs are not reimbursable. This is standard policy for all our brands and is common among many of our competitors.
  
  In review of the consumers issue, its possible that the sensor simply needs to be adjusted and not replaced. Luckily, this is an easy fix. Owning a bike, like owning a car, requires some adjustments, care, and maintenance. While some issues may require more expertise, there are many adjustments that riders can make on their own.
  
  To assist with this, a member of our team will reach out to determine if the sensor adjustment will resolve the issue. If it cannot, were happy to provide instructions on how to replace the sensor.
  
  Warm regards,
  
  ***************************
  Sr. ********************* Pacific Cycle

  Customer response

  09/13/2023

  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. 
  

  Absolutely not.  You dont buy a brand new car and the transmission doesnt work, and they send you a new transmission for you to put in.  My wife has yet to use her e-bike and winter is close by.  And why didnt you send the directions to replace the sensor WITH the SENSOR.  Have some one call me to go through the sensor, but if that isnt successful, then send my wife a new WORKING e-bike.  And regarding the color.  Your website said PINK as the color.  PINK AND DARK PURPLE ARE NOT EVEN CLOSE.  I refuse to buy a brand new E-Bike and cannot use it until I aspens over a hundred dollars to put in a part that was supposed to be working 
  
  Regards,
  
  ***** & *****************************

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This bike was purchased 8 months ago though ******* online, and it has been a nightmare ever since. I would like to address that the chain is not the only problem, the shifter does not shift correctly, it shifts spontaneously without manual input. The chain falls off because of this. Paired with the fact that no tube that I put in the bike will stay inflated, makes for an incredibly horrible ride. Riding to and from work at night is the most stressful and dangerous part of my day as there is almost a 100% chance I lose control over the bike. Ive had the chain fall off in almost any place imaginable. Crossing big intersections, trying to bike uphill, etc. And so because it all started with the chain falling off and me falling off the bike in the middle of a busy intersection, breaking off three gears, rendering the shifter and derailer useless, completely destroying the bike for any future use, I would hope you would have some empathy. I was not able to work for the first two weeks of my new job, I almost lost that job before even starting it, I now have to set aside another 45 mins on top of the 30 mins it would take if my bike wasnt completely useless, I would hope you take this into consideration. The chain is not the only problem.This person is not being helpful at all:*************************** | Pon North America Product Claims Specialist *********************** Direct : ************ Fax: ************

  Business response

  07/06/2023

  Thank you for the opportunity to respond. 

  As a company that emphasizes safety and quality, we take these types of reports very seriously and give them our full attention and review. 

  After careful consideration of the consumer's claim, I'm happy to report that it's been resolved amicably.

  Regards, 

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

*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. ↩