ComplaintsforErik's Bike Shop

• Initial Complaint

  01/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I meant to file sooner, primary reason, problem was not diagnosed until much latter.5/27/2018 we purchased a specialize fuse bike, 850. For my son. *** bike would not stay in gear. We took it back within a year - without much consideration they said it was the chain. This made no sense. I was not happy wither there conclusion. I took the bike to my local bide shop in *********. ***y replaced it for 30 vs the 50 ****'s wanted. And as I suspected - the bike did not stay in gear. My son went to college. *** bike was put in storage until. Summer 2023 we went camping and took the bikes to door county *********. ***y have a good Trek bike shop, ********, I had them take a look. ***y found the problem quicky - cracked rear gear cassette. ***y didn't have the part and did not charge me for the inspection. After the camping trip I took the bike back to ****'s. I called first and explained. ****'s said bring it in. I drove to ****'s - 30 miles. *** tech didn't know about the cassette and put the bike the rack - took out a caliper, inspected the chain and said - "When is the last time you replaced the chain?" I was disgusted. I explained the Trek dealer found the cassette was cracked, the chain is fine. ****'s response - "It might have been a bad chain that cracked the cassette." I was not going to pay them to repair, *** only option they offered - I could pay to have the bike repaired. I left disgusted - and will never shop at an Erik's bike shop again. I'm also sending the to ****'s headquarters and specialized bike company.

  Business response

  01/22/2024

  Hello ****, 

  We sincerely apologize for the ongoing inconvenience with your specialized fuse bike. Even though some time has passed since the purchase, ****'s is committed to finding a solution. We value your satisfaction and would like to offer to pick up the bike, and replace the cassette and chain, if necessary, at no cost to you.
  
  The store where you purchased the bike from has reached out with a similar message. Please let them know what would work best for you and we will work to get this resolved.

  Thanks,

  ****'s

• Initial Complaint

  10/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On May 22. 2022 I purchased a bike from Eriks. On September 2nd, 2023 a critical part of the bike broke and I took it to a bike shop. That bike shop advised that the part on the bike had a quality control issue and should be replaced. The bike shop conveyed that they had also consulted with an outside specialist that agreed. I expressed concern about this as the bike was less than a year and a half old. The bike shop agreed that this was a problem. They fixed the bike anyway and the bike part immediately broke again as the bike repair shop had predicted so I took the bike back to Eriks to give them the chance to address the issue. Eriks repeatedly blamed me for the issue saying that it was an issue that was due to poor rider maintence. This was not at all the assessment of the prior bike shop I took the bike to. Eriks was consistently unhelpful in getting the issue with the bike address and continually told me that the reason the bike broke was my fault (again, despite a different assessment by a different bike shop.) I ultimately ended up needing to take the bike back to the prior bike shop to get the issue addressed despite having been sold the faulty bike by Eriks. My experience was that Eriks sold me a faulty bike and has been unable to address that issue to my satisfaction so I unfortunately had to poor time and energy into having the issue addressed elsewhere.

  Business response

  10/05/2023

  Hello,

  *********************** had a dust wiper on her suspension fork that popped out of place. This does happen infrequently, but this issue is not uncommon and is often covered under warranty. Rockshox/Sram the manufacturer of the fork does have a two-year warranty against any manufacturing defects. After ******* dropped off her bike we did start the warranty process with the manufacturer to provide a solution which historically is a rebuild of the air spring with new o-rings and new dust wipers. Unfortunately ******* decided to pick up her bike from our ****'s Lyndale location and stop any interaction with ****'s before we got a response from Rockshox/Sram on if the manufacturer deemed this issue to be a warranty situation. Whenever there is a manufacturer warranty involved, ****'s needs to follow warranty procedure proveded by the manufacturer, and wait for a response from the manufacturer on how to proceed with warranty replacement/service. If the manufacturer deemed this not to be a warranty, ****'s was going to cover all parts and labor as goodwill gesture to *******, but unfortunately ******* decided not to proceed with the services that ****'s could have provided. We hope that ******* does find a solution to make her bike rideable before her bicycle trip. We are sorry that we could not provide an immediate solution for her because we had to follow the manufacturer warranty procedure.

  Unfortunately ****'s was not provided enough time to provide a solution to ***************

   

   

  Customer response

  10/05/2023

   I am rejecting this response because: ****'s is failing to disclose that there was a service note entered into their system that was to be submitted to the manufacturer that stated that the malfunction was due to poor rider (me) maintenance. Prior to taking the bike to ****'s I took the bike to another bike shop and the perspective of three separate employees that worked there was absolutely that this was a quality control issue, which is why I returned the bike to ****'s - to give them the chance to rectify the situation without needing to involve outside parties. To be a customer of ****'s and purchase a $3000 bike and have ****'s frame the issue as my fault, but then take it to a bike shop where I didn't purchase the bike and have them say it was clearly a quality control issue was highly disappointing. Of course I took my bike back to the shop where the staff was being helpful and supportive in addressing my issue. I don't have any faith at all that this item would have been approved for warranty as ****'s is suggesting in their response, because they framed the issue as my fault to the manufacturer, I don't know what manufacturer would approve a warranty when that's the way it's being presented. If you look at the reviews of this store in particular nearly every one star review reflects a similar complaint, having a relatively new bike that had issues that the service department failed to address. At a minimum this issue remains a consumer protection issue. If consumers are needing to take their bikes to other stores where they did not purchase that bike to get assistance, there is an inherent problem with that. 
  
  
  

• Initial Complaint

  09/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased an Aventon bike in Feb 2022, and finally had opportunities to ride starting in April 2022. After just 3 rides, the electric assist began intermittently disengaging then eventually re-engaging. **** returned to shop for repairs on 6/19/2022; repairs "completed" on 7/23/22 over a month later. Since then bike has been in and out of shop repeatedly with the same complaint. In the past 18 mo, bike has been in the shop at least 6 times and unavailable for nearly 80 days. Beginning with the third return for repairs, we asked for replacement bike or full refund. This request has been made repeatedly, but to no avail. The bike has again in the shop since 8/28/23, ostensibly waiting for parts. Clearly ****'s in unable to provide the service the bike requires and/or Aventon is unable to provide the needed parts. Here we are NINETEEN months later still trying to get resolution! We want the bike replaced with a model that actually works, or our money promptly refunded in full.

  Business response

  09/27/2023

  
  Since February of 2022, we have had three separate issues with the electrical system on ******************** bicycle. Each time we have worked with the manufacturer to provide **************** with a solution. We are currently working on finalizing a solution to the most recent issue by providing **************** with warranty replacement parts free of charge to him. Unfortunately, ****'s cannot return ****************** bike because our return policy is for 30 days post purchase, and the equipment does need to be in new, resalable condition. ******************** bicycle has over ***** miles of use on the odometer, multiple scratches, and he has made alterations to the bike. Given the mechanical nature of a bicycle, parts wear out, parts break. Given the electronic system can also fail from time to time, ****'s has no way to guarantee that if we were to give **************** a new bike that it would be free of defects.
  
  
  

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In April of 2021, I purchased a Pace 350 from Eriks Bike in **********, **, and absolutely loved it! Based on my positive experience, my husband purchased an Aventon Level in February of 2022, in preparation for a 200 mile bike trip on the ********** in ******** in April to celebrate our 70th & 71st birthdays. Thats when he discovered the e-assist on his brand new bike worked intermittently. It would work well for a while, then inexplicably cut out for no discernible reason. He struggled through the 200 miles, never knowing if or when the e-assist might spontaneously engage or disengage. Returning to **, he immediately returned the bike to Eriks, explained the problem and left it for repair. This began a series of repeat visits to Eriks as their efforts to isolate and repair the problem, including a warranty-replaced battery, have been futile. The bike spent many more weeks in the repair shop during the summer of 2022 than on the bike trails wed hoped to explore. Hopeful that Eriks efforts to resolve the problem and a new biking season would bring more positive results, we embarked on 2023. Alas, the intermittent performance of the e-assist continues to plague every ride and the bike is once again back in the shop. At this point service reps who say well get to it as soon as we can and well talk to ******* about their warranty isnt cutting it, and is a poor excuse for customer service. We realize that ********************** is between a rock and hard place, but we are totally screwed! Eriks was happy to take our money and ******* has been paid, but all efforts to provide a consistently usable bike have failed miserably. We have been more than patient long enough. Its time to step up to the plate and provide what we paid for a reliable, fully functional Level eBike. Now in the SECOND YEAR of this unresolved failure, we are asking that Eriks and/or ******* replace the bike.

  Business response

  07/07/2023

  ****************,

  We are sorry your were having issues with the motor assist cutting out unexpectedly on your Aventon bike. After inspection of your bicycle, we found the bike to be reporting an E25 error which is an issue with the bake sensor, causing the motor to disengage. We typically see this when there is truly an issue with the brake sensor, or when the brake sensor cable is pulled too tight. The modifications to the height of the handlebar had pulled the brake sensor cabling too tight which was causing issues. To alleviate the issue you were experiencing, we were able to extend the brake sensor cabling and we also replaced your hydraulic brake hosing free of any charge to you. We are confident that this issue should be resolved with this issue and I understand that our store manager ******* discussed this solution with you and that you found this to be acceptable. Our reports show that *********** was completed on 7/5/23 and you were able to pick up your bike on 7/6/23. If you notice any other issues with your bicycle, do not hesitate to reach out to me directly at *********************************.

  Thank you for your patience with this electrical and mechanical issue.

  **************************** - ****'s Market Leader

  Customer response

  07/13/2023

   Better Business Bureau:
  
  Im pleased to report that the Levels latest 3 week sojourn in the shop has finally produced what appears to be a solution to the problem. Weve taken two longer rides (30 miles and 35 miles), without a hint of the e-assist spontaneously kicking in and out. Riding is fun again!
  
  It was noted that the stem rise was an issue.  However, that was not added until July 2022, 4 months after the problem initially emerged. 
  
  Many thanks to everyone who collaborated to bring this frustrating experience to a happy conclusion. 
  
  Kind Regards,
  
  ****** & *******************

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  04/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased ******* S/PRO CS GW womens ski boots online at Eriksbikeshop.com and received them on 12/20/2022. My wife wore the boots the first time and she had to stop skiing midday as her foot fell asleep and was too painful for her. We called the store on or around 1/14/2023 ( a day or two after skiing) and spoke to **** at the retailer and he said they dont take back ski boots, but we should try wearing them again, he didnt give us much choice. She wore them again and her foot fell asleep again. We called back and then someone else answered and said we should try wearing them again as they needed a wear in period. They also suggested we could get the ski boot modified but if we did that then there would be no way we could return it. Unfortunately, her foot fell asleep again and she had to stop skiing for the season. We tried to contact the store and they refused any returns. The agent **** essentially saying that buying ski boots online is a risk we took and that once you wear them once then they do not take them back. How, as a consumer, could we even know about this defect if we dont even wear them? This is an extremely frustrating experience given the lack of help from the retailer, refusing to take them back, or even stand behind the products they sell online, or even help with any manufacturing defect. Not only did my wife miss out on most of the ski season, she ended up with a very sore foot both time she tried, and we also paid the expense to have her ski binding fit specifically on her skis for this particular boot. Even though I am refuting this now, we originally contacted them in a timely manner twice, and both times they refused to honor us.

  Business response

  05/24/2023

  Hello *****,
  We are sorry to hear about your wife's discomfort with these Salomon boots. We do recommend trying to boots on before use to ensure they are a proper fit. Once used, we can no longer return the boots since our return policy is only for new items. The boot liners in these boots do heat mold to the users foot after a day or two of use which can alleviate some initial discomfort but any major issue would be discovered on the initial try on. If the boots have an actual manufacturing defect, for example, the plastic shell is warped or dramatically different between boots, we have an online warranty submission that you can fill out, linked below. In addition to these options, we also offer and ****'s Boot Love Guarantee which full-priced boots purchased from ****'s can be returned, even with use, up to 30 days after purchase. However, since you purchased the boots on closeout, the Boot Love Guarantee would not apply. 
  
  Please don't hesitate to reach out if there's anything else we can help with. 

  Thanks, Garret
  
  Boot Love: ***************************************************************************************************************************
  Return Policy: **********************************************
  Warranty: ***********************************************************

• Initial Complaint

  04/10/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Visited the store and was shown a bike, however I wanted the bike in a different color. Was told That they get inventory on Thursdays and to come back in and check on Thursday to see if the Bike would come in in the color I wanted. So five days later I came back and the bike was not there, I was then told that I could order the bike for an additional $99 fee. So I agreed paid the fee for the bike plus a delivery fee. A week later I got a text, not a phone call stating the bike had arrived. The following day I called the store to tell them I would be coming in that day to pick up the bike, I asked them to have it ready as I only had a leeway of an hour. A few hours later I arrived and the bike was not ready. I waited about 20 minutes for them to bring the bike out, the bike had been used as a floor demo model, I was under the impression I was getting a new bike. I didnt noticed that the bike did not match the bike I was shown. We then discovered that the bike was not a brand new 2022 that I was expecting, it was a 2021 that had been used as a demo for customers to test ride. I was not offered a discount for the waste of time and the bad experience. I was simply told I could order another bike. Very horrible customer service and a complete waste of my time. Took them another additional 20 minutes to issue my return and refund.

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I buy this specialized bicycle from Eriks for about $5200.00 The bike came fast but when I open it did not look brand new, not that it was used but it have a few scratches and some of them you can see the bear metal, it looks more like a display model that was handled Also the bike was not tuned, the gear make lots of noise and now I have to pay for a tune up Yes it was a decent price but I don't believe I got a brand new bike.

  Business response

  08/22/2022

  We have reached out to this customer multiple times to resolve the issue and have not heard back.

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