ComplaintsforTrek Bicycle Corporation

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had a trek bike for almost 5 years that I bought new. Recently my bikes frame cracked out of nowhere when I was riding to no fault of my own without any impact to the bike at the time. I took my bike to the trek shop in *******, ** and as soon as I walked in I was accused of causing the damage myself when I clearly told them it happened out of nowhere. I then spoke to the manager and he told me he would put in a warranty claim and after waiting all week without having a bike during the summer months I was told my claim was denied and I have to pay for a replacement. I think this is unacceptable I do service and maintain my bike regularly and did not cause the crack on my frame. I expect this to be covered under warranty.

  Business response

  07/23/2024

  Hello, thank you for reaching out. 
  I have had a chance to review the photos and and information submitted to us in a product claim from the shop. 
  I have attached three photos from that claim. We provide a warranty against defects in materials and workmanship for all original equipment and aftermarket products. 
  The damage characteristics to your frame are consistent with an outside force. We can see where there are scratches through the clearcoat and paint throughout the seat stay and chain stay, and the material is bent inward and upward creating a crack to open up down at the rear dropout. This is the opposite effect of what would happen if a seat stay was to fail "just riding along". 
  Unfortunately, this damage falls outside of what our warranty covers. 
  If you would like to set up a phone call to discuss this further I am happy to assist. 
  Thank you. 

  Customer response

  07/23/2024

  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 

  There was no force this should fall under warranty.

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

  Business response

  07/30/2024

  We understand your desire to have this issue covered under warranty. However, after careful assessment, we have determined that the damage to the frame is consistent with an external force rather than normal riding conditions.
  The physical damage, including chips in the paint and scratches, cannot occur from regular use. The forces exerted on the frame during riding, such as the riders weight, gravity, and inertia, do not cause the type of damage observed, such as pushing the seat stay up and in or causing paint chips and scratches.
  While we cannot pinpoint the exact cause, we are confident in our assessment that the damage is not due to a manufacturing defect. We regret that we cannot cover this under warranty. Thank you. 

• Initial Complaint

  06/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Bicycle barely used. Falls apart putting me in imminent danger. **************** and service centers incredibly rude and unhelpful. Sold me incorrect and incompatible tools and left me hanging. Impossible tp reach a person during normal human availability that cares about my safety and the amount of money I spent on this junk. Please advise, as this directly affects my safety and livelihood.

  Business response

  06/10/2024

  Hello, we are sorry to hear that you are having an issue, we want to understand what is happening as much as you do. We have made several attempts to contact you to gather more information. We have searched our warranty system and do not see any claims that have been submitted to us regrading any bikes registered to your name. For us to best undersytand and resolve your issue it is best to take your bike into yor local auteized Trek retailer to enter in a claim and allow us to inspect your bicycle. Most issues are easliy resolved, we would love the opprotubnity to look into this closer. Thnak you. 

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought an e bike from these folks. Junk in the box. Chain skips on the sprockets. Requested my money back. They said I wasnt riding the bike right. Spoke with a manager. He said they were having a lot of problems with all of their e bikes. Offered no settlement.

  Business response

  04/22/2024

  We are sorry to hear about your concerns and am happy to review this closer. Unfortunately, there is not enough information given to us to fully assist yet. 
  Can you please let us know exactly what bike,model, color, serial number located on the bottom of the ****************, the name of the shop you are working with, please include city and state.
  Thank you. 

  Customer response

  04/22/2024

  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.]
  
  Regards,
  
  ***************************

  Customer response

  04/22/2024

  This reporting website keeps destroying my uploads and my identification information, and I am unable to respond to this complaint. I can tell you the bike was purchased at your ************, ******* location and was junk in the box when I bought it. After multiple attempts for you to repair it, it is still not fixed and I actually crashed the other day going up a hill as the chain spins on the sprocket and you havent quite figured out the drive train yet. Im a disabled American on fixed income, and hopefully this will be resolved. Otherwise I will climb the highest mountain and ring the loudest bell to let everyone know how youre ripping off consumers in ******* and around the world..

  I cant upload the picture of the serial number

  I am in the process of hiring an attorney, but would rather resolve things amicably, so I would either like my money back or I will take manual bikes in trade. I spoke with your regional Director in ********* and he was going to get right back to me, but never did his name was Will some thing.

  Customer response

  04/26/2024

  Not sure what you need now but I will just proceed to carpet bomb ****** review every trek bike store that has an address across *****************.  I will give my account of the garbage e bikes you sell.  If I can get 100 to not buy their junk its mission accomplished.  Shame on you.

  Customer response

  05/01/2024

  what bike,

  Trek

   

   model,

  Allant + 75

   

  color,

  Grey

   

  serial number

  located on the bottom of the bicycle

  WTU098K0483R

   

  , the name of the shop you are working with, please include city and state.

   

  Trek Bicycle ************

  ******************

  ************, **  32174

  *************

  Business response

  05/08/2024

  We had a chance to review this case and understand more of the details and have notes involving other concerns from the customer. 
  This bike was purchased in Jan of 2021. 
  The chain skipping is a matter of riding the bike in only the lowest gear causing uneven wear to the chain and cassette to the rest of the gears. 
  Being an electric assist bicycle, the wear of a chain is increased due to the added drive. It's not a matter of "not riding the bike right" but of wear and tear or riding a bicycle.
  The shop did assist the customer with a few repairs until understanding the wear and tear of riding in a single gear. At that time, they fixed the bike and educated the customer on ways to help mitigate the issue further. They have not had the bike in for further maintenance in the last couple of years. 
  There are no signs of a manufacturing defect from Trek or the component manufacturer in this case. 
  If there are issues with shifting currently, we would suggest taking the bike into a shop for maintenance and to have the chain /cassette checked for stretch/wear. 
  Thank you. 
  
  

  Customer response

  05/08/2024

  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.
  
  This is just not true.  I did not ride the bike in one gear - especially the lowest.  Additionally the bike has minimal hours of use on the computer embedded in the bike. Cant ride it due to risk of injury.  Im a disabled American Veteran with an artificial hip and acute shoulder and elbow injury.  The regional representative out of ********* stated, Yes, I know we have had issues with that bike across multiple users. Its all over the internet..  This is a known defect.  I recently injured my back after a spill due to the chain skipping.  After multiple trips to the ************ store a manager from **************** ******* took the bike home and rode it for several days.  He experienced the skipping and had the Ormond Beach store replace the shifting mechanism.  To no avail.  The bike is defective.  Please review these facts and check with that manager.  The local store reps said it was my fault from the beginning - junk out of the box.  I take umbrage to your putting it on me and my side of the network.  This is a known issue experienced by multiple owners across the ************* and ******.  Google it. And shame on Trek.
  
  Regards,
  
  ***************************

  Customer response

  05/09/2024

  The bike is under warranty.

  i am unable to reply to this request.  Every time I type out response and upload photos website crashes and makes me do it all over again.  Therefore I emailed response and photos of shotty work directly to ********* BBB representative at ********************************************

  cumbersome Crash riddled system I am reporting to Wisconsin ************************ of consumer protection.

  shame On you

  Customer response

  05/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21599091, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This is just not true.  I did not ride the bike in one gear - especially the lowest.  Additionally the bike has minimal hours of use on the computer embedded in the bike. Cant ride it due to risk of injury.  Im a disabled American Veteran with an artificial hip and acute shoulder and elbow injury.  The regional representative out of ********* stated, Yes, I know we have had issues with that bike across multiple users. Its all over the internet..  This is a known defect.  I recently injured my back after a spill due to the chain skipping.  After multiple trips to the ************ store a manager from **************** ******* took the bike home and rode it for several days.  He experienced the skipping and had the Ormond Beach store replace the shifting mechanism.  To no avail.  The bike is defective.  Please review these facts and check with that manager.  The local store reps said it was my fault from the beginning - junk out of the box.  I take umbrage to your putting it on me and my side of the network.  This is a known issue experienced by multiple owners across the ************* and ******.  Google it. And shame on Trek.
  
  Regards,
  
  ***************************

  Business response

  05/09/2024

  We are sorry to hear that you are having any issues. To move forward, we need to get it into a store to be looked at. We can see from the diagnostics usage of the bicycle and can figure out what is happening. 
  Talking with the Ormond Beach shop again today, they do not have a record of you bringing in the bike since Feb 2022, where the shop replaced the chain, cassette, and rear derailer free of charge as a goodwill gesture.

  Again, we are happy to look at the bike and see what is causing any further shifting issues. 
  Thank you. 

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Trek Bicycle ********** ************************************************************************** Phone: ************** Time of service Feb - Mar 2024 Cost: $227.30 Repair took almost a month to complete (two tires and two tubes, replace front and rear brake pads). The tech also stated they would replace a frayed brake cable to ensure the bike was safe for our son. The frayed brake cable is still on the bike. Brakes did not operate correctly upon arriving home and required adjustment.Requested overall safety evaluation and list of recommended repairs/maintenance. Was not performed Additionally, the shop broke the Shimano shift lever on the right side of the handle bars. The bike is not currently safe or functional.My family and I expected better service from Trek based upon reputation and the price. I will not return to Trek, nor will I recommend the location for sales or service.Awful experience and a disappointed child. Photos available upon request

  Business response

  03/11/2024

  Good morning, 

  Sorry to hear about your experience, I am happy to review this closer. Before I can fully respond I do need to reach out to the store to get a better understanding of what happened. They are closed on Mondays, so I will not be able to speak to thenm until Tueday afternoon. Thank you!

  Customer response

  03/11/2024

  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.
  
  Their response is to contact the site for more information. That is not resolution and provides no plan for follow up.
  
  Regards,
  
  ***********************

  Business response

  03/12/2024

  Sorry if there is confusion, we had not offered a resolution as we (Trek HQ) needed to speak with the store, they were closed yesterday, and we needed to talk with the store to understand more. 
  We did speak with the shop this afternoon and they were sorry to hear there were any issues and are happy to make it right with a refund or repairs as needed. 
  Looking into this delay issue more closely, the bike that was being worked on is not a Trek bicycle and the tires and tubes are not used by or available from Trek directly and needed to be outsourced from two different vendors leading to some of the delays. They were sorry that there was a delay in getting these parts. 

  The shop will be reaching out directly to work out any details. Thank you and again, sorry there was any issues at all. 

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 13, 2024, I bought a Trek ****** 8 bike from the Bageky store of **************************, which was said to be the distributor of Trek Turkey.Frankly, I didn't check it much because it was a reliable brand and I bought it from a company that said it was a distributor.The company said that the current inner tube is not suitable for anti-puncture fluid and that I can change it if you wish. Afterwards, I bought an original brand inner tube and replaced it.Afterwards, when I put the tire on the bike, I rotated it by hand to see if the wheel was seated properly. I couldn't believe what I saw, both wheels were turning crookedly, with the front wheel being the priority. The videos I sent to the store via whastyup before taking the product to service are in the links below.********************************************************************** ********************************************************************** By the way, since the owner of the business said that it would be fine if you use the bike for 10km, I only rode the bike for 10km and it did not get better. I took the bike to the service on March 7, 2024, and the technical service personnel replaced the 2 outer tires and the front tire rim, saying that they were production-related problems.Then the business owner came. I told him that he should at least apologize for delivering the product without checking it. The man kindly kicked me out of your store. He prepared a service form that was inaccurate and voided the bike's warranty. He said I could complain about his company and himself to anyone I wanted.I think when someone who understands cycling watches the two videos I shared, they can see that this problem did not occur when I changed the inner tube, but that there is a manufacturing defect in the tires.I did not buy this product by trusting that company. I trusted the **** brand. But unfortunately, the Trek brand in ****** provides its services in this way.

  Business response

  03/08/2024

  Hello, 

  We are very sorry to hear about your experience and understand your frustration. Due to the time differenace, we may not be able to reach out to our distributor or the shop to understand more of what happened until next week. We will have them contact you directly to assist you. 

  In the meantime I am happy to try and assist. Watching the videos provided, while there is a chance that the tires have a litle bit of a wobble to them (that is expected) there is a better chance that this can be fix by releaseing the air out of the tires, reseating the tire, and pumping them back up could help smooth out that wobble. Installing tires can take a little bit of practice. 

  Thank you again for reaching out. Please expect a call from our distrubutor in ****** next week. 

   

  Customer response

  03/08/2024

  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.
  
  Hello,
  First of all, thank you for your quick response.
  
  The problem is that your distributor's technical support staff also inspected the tires and rims and replaced the products because they were faulty. So it is already clear that the products are faulty.
  
  The problem is that your distributor gave me the product without checking it. When I said you should apologize to me for this, the distributor's boss said, "We won't apologize, go and complain about us wherever you want." He prepared a service form stating that "we are removing your product from the warranty scope". and politely kicked me out of the store.
  
  This company is the only distributor of Trek in ****** and with this partnership, Trek is represented in ******. And he tells me that because I changed the inner tube, you ruined it. Friend, will the outer tire or rim be damaged by changing the inner tube? Will this inner tube never burst?
  
  If you call or email the company right now, I'm sure they will respond. At worst, the company is still working tomorrow
  
  Regards,
  
  ***************************

  Business response

  03/13/2024

  Hello, we had a chance to follow up and understand more from our distributor/shop in ******. 
  Our understanding is that after the purchase of the bicycle the customer removed the tires themselves to install new thicker flat resistant tubes that they purchased themselves. (not from the shop) 
  After the removal and installation of the new tubes and the original equipped tires is when the issue happened where the tires had a wobble to them. 
  When the customer brought the bike in after they installed the work that they did to the bike the shop offered to assist in fixing the issue and even went as far to replace the whole wheel, tire, and tube off of another bicycle in their inventory as a goodwill gesture. 
  The wheel, tire, and tube that was returned were inspected, tire removed, new tube installed, and the wobble went away. 
  The conflict seems to be coming from how the issue started and who was responsible. Neither party feels they are at fault to offer an apology. We hate to hear when a situation like this escalates between a customer and a shop. 
  From the standpoint of a warranty, there are no signs of a manufacturing defect from Trek or Maxxis (the tire manufacturer) and all parts have been kept in the field for use. The shop did a goodwill replacement to take care of the customer. 
  There have been no claims entered or replaced. It does appear to have been more of an installation issue when the new tubes were installed by the customer. 
  While the distributor does sell our products in ******, we do not own them, and we cannot force them to apologize. 
  Thank you.

• Initial Complaint

  08/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Trek Domane SL5 on July 22, 2023 after talking with the local Trek store about a new carbon fiber road bike. I was looking at Emonda originally, but the employee strongly suggested that I get a Domane. I rode the Domane SL5 for about 10 days. On the 11th day, I went out for a ride and heard the most terrible noise coming from the seat area. I tried riding for a few more meters and then decided I had to head home as it sounded like the frame or seatpost was being shredded apart. The local Trek shop was nice enough to give me an Emonda equivalent to borrow and ride while they fixed the IsoSpeed warranty issue. Before the 30 day return period closed, I went to the shop to check on the status of the claim. I was told the parts were on backorder and they didn't have an estimated ETA, so I decided to return the loaner and return the Domanefor a full refund. I also called in today and they still have NO estimated time of when the IsoSpeed parts will come in. How is this acceptable to you? How are you allowing those bikes to still be sold? *******, the rep on the phone, even says he avoids buying bikes with flex points. Your own rep basically said never buy a Domane.I expect this kind of poor quality control from a company like Canyon (and I did experience poor quality on a Canyon Endurace CF 8), but never from Trek. You've almost ruined your reputation in my mind. The two things that saved you are the loaner bike (that apparently they don't have to give out) and allowing me to return the ********* I have a Trek ****** 5 and that's doing great. Just don't buy carbon bikes from Trek apparently.

  Business response

  09/25/2023

  Hello, sorry for your experience and a delay getting the needed service parts for you bicycle. We do strive to have all service parts in stock, but there are factors outside of our control that lead to delays in shipping. We do have the parts in stock now and are fulfilling claims appropriately. This is a very unique case and not the norm for most claims. We are happy to hear that the shop did take the appropriate steps in getting you on a loaner bike while your bike was in for service, and hate that it lead to a return on your part by not meeting your overall expectations. The shop is there to assist if you change your mind, unfortunately, we just would not be able to meet your 40% discount request. Thank you. 

• Initial Complaint

  07/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought recently a very expensive trek e-Bike at ********* Bicycle Bike shop **************************************** A trek dealer/seller The bike is defective and full of problems 1) pedal is broken.2) HUB connection.3) fork is not aligned.4) makes noise by pedaling. 5) kick stand.6) Rattle of parts shaking. 7) missing plug covers. And I am not sure what else will come up I don't wanna deal with the headaches of it ****** the owner is refusing to take back the bike and give me a full refund, while I was pointing out most of these issues when I was at the store buying the bike, and pointing it out which he dismissed it as my position biking issue and now it shows that it's a bike defect but he still refusing to take it back.

  Business response

  07/17/2023

  Sorry to hear that there is some issues with your bicycle. We will follow up with the shop to see what we can do to assist with any repairs or warranties that need to be done, we cannot make an independently owned bike shop do a return if it is outside of their policy. We can follow up once we have confirmed with the shop what the issues are. If needed, we could have you take your bicycle to another retailer for the inspection/repairs of the bike. Thank you. 

  Customer response

  07/17/2023

  [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

  05/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On 5/9/2023 I had an appointment with **** *******,** to trade a ***************************** exchange for the store taking the Domane a ******* value bicycle for a 2023 Trek FX sport 6 size small a ******* value.I previously researched the Domane's serial number so did two other stores one being a Trek store.On 5-9-2023 I was given a receipt for the exchange and was told the fx6 would be available the following Wednesday 5-16-2023."please see upload photo"On 5-14-2023 I was contacted by the store manager **** and he told me the bike I traded was missing inventory from another store.I purchased the bicycle on a local website for ******* and ************ was aware of this.They are now refusing to make the original exchange agreement.They have the ******* Trek Domane and after many calls to Trek ********* and mutiple calls to ************ they are only offering a 14% off the bike that was ordered for **** have made every attempt to reason with this company. I offered to give another ******* for the bike and they have declined and told me that was the last time they will discuss the issue..I'm out ******* and they took the other bike.Id like to mention my family and I have been doing business with Trek for decades.I'm writing to BBB in hopes of help in finding a resolution as described in this complaint.

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  NEW, HIGH-END TREK BIKE TURNS OUT A LEMON.Weve been loyal Trek customers for years, purchasing numerous bikes and accessories.Now, however, we face stubborn problems with a recently purchased high-end bike.Even after being examined by three Trek technicians, the issue remains unresolved, leaving the bike unfit for its intended use.In Nov.2022, we purchased a new Trek Checkpoint SL 5 (MSRP $3,400), specifically designed for gravel roads.The bike was fitted with pedals and computer parts, and we ordered attire and helmets from Trek dealers and the online store.The first issue arose within two weeks, when the chain fell off on a gravel road.The chain was trapped between the derailleur and the frame, making it impossible to repair on-site.We had to carry the bike several miles back to the starting point.Upon taking the bike to a nearby Trek dealer, the mechanic identified the issue as a known problem with the left shifter/front derailleur.He advised using only the right shifter.We found this advice puzzling: Why have front and rear derailleurs if only one can be used?Still, we limited our rides to paved pathsbut the problem persisted.We returned to the Trek dealer who sold ** the bike, inquiring about a warranty repair.However, we were informed that gears were considered "wear and tear" and thus not covered.The system was adjusted again, but the problem remained.The bike has been treated for the same problem three times by three technicians at two Trek dealers.We received conflicting advice, including being told not to use the left shifter and that the problem was not covered by the warranty, advertised as the "best in the business".The bike can no longer be used on gravel roads due to the risk of the chain falling off, which has also caused deep scratches on the inner frame.We only wish to receive what we paid for: a functional gravel bike, free of damage.We contacted Trek thrice by email and mail, but have not received a response, hence this complaint.

  Business response

  05/26/2023

  Hello we have worked with the customer local shop and offered some fair solutions to their concerns. My understanding is that everyone is happy with the offer and we are moving forward positively. 

  Thank you. 

• Initial Complaint

  04/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My e-bicycle (townie e-bike) stopped working all of a sudden, just a couple years after I purchased it. I took it into No Boundaries in ************, **, where I bought it. They said they didn't know how to fix it, and that I had to contact trek bicycles. I was put in contact with ******************* at trekbikes.com. She instructed me to visit the trek bicycle store in *********, *******. First they sold me a new battery. I didn't need the new battery. I discovered this when I tried to charge the new battery, and it wouldn't charge. Turns out my charger needed to be replaced. I was not allowed to return the $500 new battery, even though trek bicycle had me purchase it, both through their corporate representative by email, and through their brick and mortar representative in *********, *******. So I figured it would just be a loss, and I would just never do business with trek again, because these people are frauds. But it gets worse. It turns out the bicycle was defective all along. I have now charged two batteries, and neither of them work in the bicycle. The batteries charge, but the bicycle will not turn on. I wrote to ******************* and told her of this. She ignored my email. I am now stuck with a useless bike, and too highly expensive, useless batteries, all because of the manufacturing defects in the bicycles, and the management decisions of trek.

  Business response

  05/12/2023

  Thank you for reaching out. 

  We had a chance to review this closer and working with our IT team we were able to find the email from the customer in our spam/quarantine system. 

  The independently owned (not by Trek) bike shop that customer purchased the bike from No Boundaries did not have the proper tools to diagnose the issue he was having. 

  After reaching out to our representative, she assisted in find another indecently owned concept store (not owned by Trek) Trek ***** who did have the proper tools. 

  We contacted that store.

  When the customer went into that store apparently the he came in without his bike. He had looked up a part number for his replacement battery and requested that the shop special order the battery in for him. The shop said later on he tried to explain to the customer that if he had been willing to bring the bike in, they could have diagnosed the bike further. The shop states the customer requested that special order, and came back a few weeks later to say the bike was still not turning on. It is their store policy to not take back electronics, and it was a special order for an older Hydrive battery that they do not stock, so sounds like that is the cause for not allowing a return. At that time he bought a Hydrive charger from them. The battery purchase was on February 6th, 2023 and the charger purchase was on April 20th, 2023.

  That store nor Trek had an opportunity to diagnose the issues. 

  Trek did not recommended the customer make any purchases, we encouraged him to take his bike into a local retailer for diagnostics.

  The customer unfortunately made these decisions outside of Treks recommendation. 

  We can not make an independently owned store take back product outside of their policies and we are also unable to take back a "used" battery due to regulations. That is still a good back up battery and can be used by the customer. Thank you. 

  Customer response

  05/16/2023

  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.
  
  The Trek representative instructed me to go to the Trek store in *********** to purchase an unneeded battery.

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

  Business response

  05/16/2023

  I have reviewed the emails we sent. 

  Hi ************************* are the nearest retailers (listed in order of nearest to furthest away, all within 30 miles of your zip code) that should be able to assist in servicing/diagnosing your Townie's drive system. I would reach out prior to taking the bike in, just to ensure you visit a location that has the necessary diagnostics tools for your model. All these shops sell and/or service Electra models, so they should be prepared, but always good to check before you make a trip!

  -Mary 

  (List of bike shops removed)

  ****** responded with... 

  thank you for this reply. I went to no boundaries in ************ yesterday. It is the store at the top of your list. They said they would not be able to help me,because it would involve ordering a battery from you, and that I would be stuck with the battery and unable to return it if it turns out that something else is wrong - not the battery. Is that true? Is there no way of ordering a battery and testing the battery to see what is wrong with the bike? The store claims they are not competent to address anything that doesn't involve replacing the battery. Which of the stores that you listed are able to address electrical issues?
  thank you in advance,
  ******

   

  And we responded with 

  Hi ******,
  I'm so sorry to hear that - that's where my recommendation of calling prior to a visit was coming from, we don't have another way currently of determining whether they have the diagnostic tools or the experience to diagnose. Since the nearest shop to you can't diagnose the issue prior to ordering, which is certainly possible to do with the right diagnostic tools, I would next try the one direct-owned Trek dealer on that list, which is Trek Bicycle *****. (Despite the confusing naming, the Sunrise and *************** 'Trek Store' locations are independent retailers, not direct-owned stores.) My thinking is that the one direct-owned store (Trek Bicycle *****)may be the best bet for a service department that will have the right diagnostic tools and experience in using them. Please let me know if I can be of further assistance!
  Best,
  ****

  I will go back to our first response. 

  When the customer went into that store apparently he came in without his bike. He had looked up a part number for his replacement battery and requested that the shop special order the battery in for him. The shop said later on he tried to explain to the customer that if he had been willing to bring the bike in, they could have diagnosed the bike further. The shop states the customer requested that special order, and came back a few weeks later to say the bike was still not turning on. It is their store policy to not take back electronics, and it was a special order for an older Hydrive battery that they do not stock, so sounds like that is the cause for not allowing a return. At that time he bought a Hydrive charger from them. The battery purchase was on February 6th, 2023 and the charger purchase was on April 20th, 2023.
  That store nor Trek had an opportunity to diagnose the issues. 
  Trek did not recommended the customer make any purchases, we encouraged him to take his bike into a local retailer for diagnostics.
  The customer unfortunately made these decisions outside of Treks recommendation. 
  We can not make a store take back product outside of their policies and we are also unable to take back a "used" battery due to regulations. That is still a good back up battery and can be used by the customer. 

  Reading the email exchange **** from Trek was very clear to call the shop to have the bike diagnosed for what was happening and made no mention of buying a battery or suggesting that that ****** buy a battery. 

  Thank you. 
  

  Customer response

  05/17/2023

  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.
  
  I went to the specific store I was instructed to go to. That store was acting as an agent of Trek. It was even called **********. As an agent of Trek, the store employees instructed me to purchase a useless battery for over $500.
  
  Regards,
  
  *******************************

  Business response

  05/26/2023

  We have reviewed everything we can and all the emails (shared in prior responses) that trek sent to the customer informed them to have diagnostics done to their bicycle before deciding on a resolution. 

  The customer went into a bike shop without the bicycle and asked the shop to order them a battery. The shop confirmed this is what the customer wanted to do without diagnostics, and ordered the battery. 

  The decision to purchase a battery was made outside of Treks multiple suggestions. The shop is an independently owned store that does not do returns on special order electronic equipment. This battery was both. 

  While we understand the customer is disappointed, this was outside of Treks control. 

  Thank you. 

   

  Customer response

  05/26/2023

  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.
  
  Trek specifically instructed me to go to a contractor of their choosing. I did exactly as I was told. The people at that shop instructed me to purchase the battery. I did not choose to purchase the battery. The people trek chose for me instructed me to purchase the battery. They did not want to do a diagnostic. They did not mention that they could do a diagnostic. They, the people to whom trek specifically referred me, **********, instructed me to purchase the battery. Because of their negligence, I am out hundreds of dollars.
  
  Regards,
  
  *******************************

*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. ↩