Reviews

Review Details

• Review fromLaurie Watkins

  Date: 26/02/2023

  1 star

  Laurie Watkins

  Date: 26/02/2023

  DO NOT SHOP HERE UNLESS YOU WANT TO BE SCREAMED AT BY THE OWNER.I was in the store looking at bikes at Tern bikes as I had one before but it was stolen. I told them I wanted theTern NBD S5I as I had just had hip surgery and needed the step through. The employee told me that was a heavier "cargo" and wouldn't be good for me and sold me a non step throughVektron S10. I camehome registeredit as they recommendedfor theft but then looked online and found out the bike I asked aboutwas in fact almost the same ************** I called them right away and after 3 phone calls and two emails the owner finallycalled me back and said they can't let me trade it in and pay the $1000 more becauseits a used bike. They sold it to me with 5km on it and I put on another 20km. After a long phone call and me explainingthat his team talked me out of the bike I wanted and gave me wrong information he said I can bring the bike back down.Since I don't want to put anymore KM's on it I take the roof of my car and load the bike into the back seat and drive down while its starting to snow (I'm 63 and its no easy task to get the bike in the car). Once I get there he tells me it will be a 20% restocking fee even though I am spending more to get the new bike. Then he asks me if its registered, well yes I already told him that on the phone. He admits that he wasn't listeningto me and this is when he starts yelling that he is an honest man that pays his taxes. WHAT does that have to do with me getting the bike I want? He is yelling about how he will loosehis right to sell these *********** reputation and pretty much tells me to leave and to load my own bike. His employee said they can call Monday and check with the manufactureif this will be an issue but he said NO. Wish I had read all the reviews. ******* seems to be his thing it took everything to not leave crying.Hope you feel like a tough guy yelling at a 63 year old lady.Feel sorry for his staff

  JV Bike Sales & Rentals Ltd.

  Date: 27/02/2023

  There are only two things correct above, and these are names of bikes. If you want the facts, here they are in a shortest possible way:Fact 1: Which bike customer wanted - the Customer came to replace her stolen Tern Vektron S10 bike with another one. She was so eager to get that bike soon, so she even did not want to get one built out of box, but the one that was already on the floor.Fact 2: Mileage - the bike delivered to the customer had only 0.7 km on the odometer as per the service report done by the Bosch tool on the day of the delivery, and we have a record of it on our computer. The customer made another 26 km on the bike in few days. This is rather surprising for a bike that so incompatible with customer's health state.Fact 3: When the customer contacted us. - The customer did not call immediately after purchasing the bike. Instead the customer immediately registered the bike with the Tern although this can be done within 30 days. Only five days later she called the shop expressing desire to change the bike for a different model. She was explained at that time that the bikes are final sale, and this is policy for any brand, regardless if they have customer registration or not. In the particular case - Tern's factory warranty is only for the first customer, and any registered bike cannot be again registered under another name.Fact 4: What happened at the store - Customer was still pushing to return this bike and on a phone conversation it was accepted to inspect the bike and see what are the options. When it was realised that the bike was already registered with Tern she was told that this is simply impossible.Fact 5: Yelling - there was no yelling, and the voice was raised only once by the owner when the customer told a blatant lie regarding company's policies. We overlooked her previous accusation that our staff was lying and pushing towards bike that she did not want. When she said something that is proven false directly into the face, plus insisting that we still can sell her used bike as a brand new one that was really more than enough. Never the mention her use of profanities - rather shocking for a 63 year old lady.Fact 6: Help with the bike - when the customer brought the bike she was helped by a 66 years old owner who despite his chronic back problems managed to get bike out of the car, and bring it to the store. Note - our 63 years old lady customer has a fancy, but impractical car where the car booth is basically taken by removable roof. This bike normally fits in a booth of even smaller cars, but in this case has to be put behind front seats, and this is a two door sedan ... and, yes not an easy task to get bike out, but our 66 year old official, and still working senior managed to do that. The same 'still working senior' probably would help with placing the bike back into the car, but after profanities hurled at him it looked rather inappropriate. Instead, our two guys, previously accused of lying and misleading helped the customer, so in the second paragraph of the review they were honoured of being kind, and the customer is even sorry for that misleading, lying staff. Enough said.

  Laurie Watkins

  Date: 27/02/2023

  Fact 1. I was not eager to get a bike in fact I was willing to wait months to get the bike I wanted. I only took the floor model so staff didn't have to build out of the box.Fact 2 that was not the mileage there was 4. something kms on it. Yes I can ride a bike, a ride home when I bought it past ************* & around then the seawall 10km for thats what e-bikes are made, for a rider to go further.Fact 3 I did call as soon as I could in fact it was a long weekend & your store never emailed or called me back until 1 week later, that was why the delay. Not me thats your customer service.Fact 4 You admit your staff didn't know the product & that you might not have heard me about the registration.Fact 5 ***** was definitely yelling at me I had to ask several times for him to stop & lower his voice. When he went on about his taxes not taking cash being an honest business man, I had to ask him what does that have to do with anything. He completely started screaming when I told him about my friend who bought a bike ******** & said Saturday the 18th she had a month to try the bike. I even said to him thru his screaming lets call her he said he wouldn't believe anything over the phone I also said that it was awhile ago she bought the bike & maybe your policy has changed. Thats when he called me a liar over & over. That he wouldn't believe anything that came out of my mouth & more or less get out of the store.Fact 6 ****** the younger employee offered to take the bike out of my car ***** said no he would. What does my car have to do with anything?I stand by what was said to me about the bike I asked about TERN NBD S5I & the owners yelling screaming & trying to intimidate me. I also want to say he made no attempt to even want to help & call the manufacturer about a warranty transfer. His employee did offer ***** yelled NO. Not once did I tell them to sell it as a new bike. I never asked for my money back I asked for the bike I originally wanted that was more costly. I would have lost over $1100 just on the restocking. He was originally going to take 20% restocking fee which I asked for less, he said no. So the bike could have been sold used at a discount.Now I just want my money back or the bike I wanted.This is part of an email from ***** As a conclusion - you have a choice - either you continue with your defamation campaign, and we *** you, or you remove those Yelp, BBB, etc. letters and we will keep you as a customer, and honour our free tune-ups.Choice is yours.