Received bikes that did not meet the quality standards set by the company.
We have been in contact with Cemco regarding the purchase of 12 Schwinn AC Performance bikes with power monitors for a while now. We finally received them on Wednesday April 27th and to our disappointment, the bikes we received did not meet the standards that were laid out to us before purchase.
The company gave us two grade options including "used" for $600 a bike and "refurbished" for $825 a bike. We asked if they would make us a deal on 12 bikes to reduce the price to $708.33 per bike with an 85% prepayment wire transferred. We agreed because we had received the following explanation about both grade levels of bikes:
Items covered for 6 months include: bearings, brackets, frame, flywheel, drive system, etc.
Bikes that are used show signs of wear (we requested refurbished)
There will be (on used bikes) scratches, light paint detail, but NOT RUST ON BIKES.
All bikes will be tuned and serviced before shipped.
Both options include power monitors.
We expected the following based off of these details:
12 Schwinn AC performance bikes with power monitors
Tuned and serviced
6 months of insurance on bearings, brackets, frame, flywheel, drive system etc.
It was never explicitly said that refurbished would have signs of wear, so this did come as a surprise
Our power monitors would be serviced, hooked up and working
We received the following:
12 Schwinn AC performance bikes with monitors
Most monitors do not work at all and the few that do work only show RPM which suggests that these were not hooked up and calibrated, and do not have the power upgrade. The power monitors include an extra part that is not on the bikes. These cost another $250.
FULLY RUSTED and fraying braking systems that are loud when pedaling, fraying, and shouldn't even be in service.
Many screws are stripped and/or missing
The only service that was done to them that we can see is changing pedals/seats (that aren't even matching)/greasing chains
Significant cosmetic wear and tear including poor paint jobs, overspray from paint, bent and scratched handlebars, bent monitor arms, etc.
We were told that the quality of the bikes has never been an issue for other companies and that we shouldn't have expected brand new bikes. In further communication through email on May1st, the owner suggested that we had the option of re-manufactured and refurbished and suggested that we chose the lower grade level. This is false as we chose the higher grade level. Additionally in the descriptions given to us of the products and their quality for both grade levels, it was explicitly stated that bikes in both categories would be completely free from rust. Each and every one of our bikes has a completely rusted braking system and one cannot pedal without significant noise due to the poor shape of the brakes because of rust and subsequent fraying of the brake pads.
We have had a few conversations and emails regarding this issue and in every account the company has not taken ownership of the fact that the bikes all have rusted braking systems, and have come back multiple times saying that our expectations were unfounded.
The only solution that the company has suggested would be that we can ship them back and pay a 25% restocking fee, which we refuse because we shouldn't have to pay to return a product when the company did not deliver the product in the quality they laid out as expectation. The other solution was to not pay the final 15%, bringing our cost per bike to the "used" grade level price. This however, still doesn't account for the fact that no bikes were supposed to have rust on them, and the monitors should have been working, and the monitors were supposed to have power numbers, and this upgrade was left off the bikes.
This company took payment for a product and shipped something below the quality that they explicitly stated. I am shocked this company hasn't resolved the issue yet.
We are seeking a refund of $3041.04 which covers the cost of replacing the parts that do not meet the standards laid out by the company before payment. This settlement does not include specific labor costs either and is solely for the parts. We have chosen to ignore any of the other issues because of the challenge of quantifying them, as we aim for our proposed resolution to be fair and subjective.
Various missing screws, feet, etc. $15 per bike
Brake Adjustment **** (since rusted) $67.09 per bike
Brake Carriage (since rusted and frayed) $96.33 per bike
Issue with the power monitors $75 per bike- I think this is fair because you didn't clearly lay out either situation with the power monitors, however they are not working and you said they would be. The power upgrade would cost $250 per bike, but we've agreed on $75 as a reasonable amount for this fault.
Refund per bike: $253.42 per bike
Total Refund Requested: $3041.04
Owner and Buyer have come to an agreement on this issue. This case is now closed.