JACK'S BICYCLE & FITNESS

Everything went very well. I love my bike. I feel that they are very professional and my bike was put together very well. I have had the bike for a little over a year, and everything is going great with it.

(Continued from above)
We brought the bike back from the client and again called Trailmate. I met some resistance on returning the trike so I offered to have it shipped back to them fully assembled at our expense if they would inspect and repair and ship back to me this trike so that I could make it right for our client. I was answered by email and told to ship the bike back unassembled as they couldn't guarantee it would get shipped back to me assembled. We packaged the trike up wrapped in bubble wrap and packing paper and shippped it directly back to Trailmate at a cost of $84. More than three weeks went by with no contact. When I finally did contact them I was told that one of the technicians wanted to talk to me about the trike. I spoke to a technician the next day that told me that we had left a unneeded spoke on the drive assembly, but that he had "shimmed the trike" and it was ready to ship back to us. A day later I got an email from Industrial Bicycles stating that I would have to pay to have the bike shipped back to us and that it was going to be 215!! I told them in no uncertain terms that I had paid to have the trike shipped twice already and I would not be paying for the third time and that they (distributor and manufacturer) should at the very least send me the fixed product back at no charge to me. The next communication I got from Industrial was both extremely rude and unprofessional with several CAPITALIZATIONS included that I can only guess meant to illustrate the "customer service" representative's unprofessional frustration. I then escalated my communication to her superior who after putting me off for two days finally accepted my phone call. I explained to him all that had occurred and told him that the client desperately needed this trike and that I would be willing to pay half of their outrageous shipping charge to take care of this special needs child. He told me he would get back to me after speaking to Trailmate. Another two days went by and I finally got a short/curt email from him saying that he could not reach the right person at Trailmate but would speak to them early the next week. I responded and reminded him that I would appreciate a quick turnaround for my client's sake. I finally heard back from him 9 business days after our initial comunciation and was told that they would "accept" half payment. I relented -- paid it and finally received the assembled trike this morning and am completely disgusted with this company and this manufacturer. The frame has not been replaced - it was "shimmed" again and has been scraped, scratched and looks as if it was kept in a dusty warehouse for a month uncovered and they didn't even bother to wipe it down before returning it. Suffice to say that my entire experience with this company had been utterly unsatisfying. I have dealt with vendors all over this country and in several others and have rarely come across a company more unprofessional and contemptible. From the beginning they were more concerned with incurring shipping costs than they were with making one of their products work for a mentally challenged child. I will never do business with either of these companies again and I will make certain to let every patient, customer or business associate my company comes into contact with to do the same.