Initial Business Response / [redacted] (1000, 6, 2015/04/13) */ Dear Ms [redacted] : Thank you for your correspondence of April 2, 2015, concerning a complaint made by Ms [redacted] , and for providing us with the opportunity to respond Dynacraft is aware of Ms [redacted] as Ms [redacted] contacted Dynacraft's Customer Service department on March 23, 2015, to report an alleged problem with the brakes on her son's bikeInitially, Ms [redacted] indicated that the front brake "broke," though photographs show that the front brake hardware is no longer attached to the front fork and the nut that secured it was missing Dynacraft's customer service representative initially offered to provide replacement parts, but Ms [redacted] refused, indicating that she wanted a refund of the purchase priceAs is standard company practice, the customer service representative informed Ms [redacted] that she would email her directly with a request for information needed to process her claimAt this time, the customer service representative asked Ms [redacted] if her son had been injured in the incident, and Ms [redacted] responded: "no, but he could have been." Before Dynacraft's customer service representative had a chance to send Ms [redacted] an email to begin processing her claim for a refund, Ms [redacted] sent Dynacraft an email indicating that the brakes on her son's bike had failed and that her son had been injuredAs a result of the reported injury, Dynacraft, pursuant to company policy and procedures, referred the claim to its legal counsel, who in turn assigned the claim to third party administrator [redacted] & Co Shortly thereafter an adjuster from [redacted] & Cocontacted Ms [redacted] to obtain the necessary information about the claim she had assertedDuring the course of a telephone conversation with the [redacted] & Coadjuster, Ms [redacted] indicated that she had purchased the bike in August or September of 2014, and that her son had ridden the bike without any problems approximately five to ten times prior to the incidentAs the [redacted] & Coadjuster was asking Ms [redacted] questions about the reported incident, Ms [redacted] terminated the conversation, indicating at the same time that she was not making an injury claim but that she would be turning the matter over to her attorneyBefore doing so, however, Ms [redacted] also indicated that she intended to take the bike back to the retail store for a refund At no time did Ms [redacted] ask Dynacraft's customer service representative or the [redacted] & Coadjuster to have the bike repaired or replaced as indicated in her complaint to the BureauIn fact, she rejected replacement parts and demanded a refundThen, as that was being handled pursuant to company policies and procedures, Ms [redacted] submitted an injury claim, which then had to be referred to a third party administratorMs [redacted] then terminated that process, indicating that she would be referring the matter to an attorney Dynacraft has not heard from Ms [redacted] or her attorney since that timeDynacraft has attempted to determine if Ms [redacted] returned the bike to the retail store for a refund but has been unable to do soDynacraft remains more than willing to work with Ms [redacted] through the appropriate channels toward a resolution of her claim, but to date Ms [redacted] has repeatedly failed to cooperate with the process as indicated above Please let us know if you have any further questions or need any additional information Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/04/13) */ ***Document Attached [redacted] Still no response from business and Target will not fix or replace bike
Initial Business Response / [redacted] (1000, 10, 2014/06/25) */ Received business response via email on 6/25/14: Thank you so much for sending us the [redacted] complaintAs you know, we strive to provide the best customer service possibleMr [redacted] received his back-ordered part on June 19, We also called to follow up with him after we received the complaint you submitted to us, and he is very satisfiedPlease let me know if there is any additional information you need ~~~~~~~~~~~~~~~~ Best Regards, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 12, 2014/06/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received the replacement part and did get a folloe up call to make sure everything was correct Thank You
Initial Business Response / [redacted] (1000, 5, 2014/10/15) */ Thank you for notifying us of this report, and giving us the opportunity to respondAs a customer service gesture we have contacted Mr [redacted] and shipped him a replacement bicycle which is scheduled to be delivered tomorrowPlease let me know if there is any additional information you require
Initial Business Response / [redacted] (1000, 6, 2015/04/13) */ Dear Ms [redacted] : Thank you for your correspondence of April 2, 2015, concerning a complaint made by Ms [redacted] , and for providing us with the opportunity to respond Dynacraft is aware of Ms [redacted] as Ms [redacted] contacted Dynacraft's Customer Service department on March 23, 2015, to report an alleged problem with the brakes on her son's bikeInitially, Ms [redacted] indicated that the front brake "broke," though photographs show that the front brake hardware is no longer attached to the front fork and the nut that secured it was missing Dynacraft's customer service representative initially offered to provide replacement parts, but Ms [redacted] refused, indicating that she wanted a refund of the purchase priceAs is standard company practice, the customer service representative informed Ms [redacted] that she would email her directly with a request for information needed to process her claimAt this time, the customer service representative asked Ms [redacted] if her son had been injured in the incident, and Ms [redacted] responded: "no, but he could have been." Before Dynacraft's customer service representative had a chance to send Ms [redacted] an email to begin processing her claim for a refund, Ms [redacted] sent Dynacraft an email indicating that the brakes on her son's bike had failed and that her son had been injuredAs a result of the reported injury, Dynacraft, pursuant to company policy and procedures, referred the claim to its legal counsel, who in turn assigned the claim to third party administrator [redacted] & Co Shortly thereafter an adjuster from [redacted] & Cocontacted Ms [redacted] to obtain the necessary information about the claim she had assertedDuring the course of a telephone conversation with the [redacted] & Coadjuster, Ms [redacted] indicated that she had purchased the bike in August or September of 2014, and that her son had ridden the bike without any problems approximately five to ten times prior to the incidentAs the [redacted] & Coadjuster was asking Ms [redacted] questions about the reported incident, Ms [redacted] terminated the conversation, indicating at the same time that she was not making an injury claim but that she would be turning the matter over to her attorneyBefore doing so, however, Ms [redacted] also indicated that she intended to take the bike back to the retail store for a refund At no time did Ms [redacted] ask Dynacraft's customer service representative or the [redacted] & Coadjuster to have the bike repaired or replaced as indicated in her complaint to the BureauIn fact, she rejected replacement parts and demanded a refundThen, as that was being handled pursuant to company policies and procedures, Ms [redacted] submitted an injury claim, which then had to be referred to a third party administratorMs [redacted] then terminated that process, indicating that she would be referring the matter to an attorney Dynacraft has not heard from Ms [redacted] or her attorney since that timeDynacraft has attempted to determine if Ms [redacted] returned the bike to the retail store for a refund but has been unable to do soDynacraft remains more than willing to work with Ms [redacted] through the appropriate channels toward a resolution of her claim, but to date Ms [redacted] has repeatedly failed to cooperate with the process as indicated above Please let us know if you have any further questions or need any additional information Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/04/13) */ ***Document Attached [redacted] Still no response from business and Target will not fix or replace bike
Initial Business Response / [redacted] (1000, 10, 2014/06/25) */ Received business response via email on 6/25/14: Thank you so much for sending us the [redacted] complaintAs you know, we strive to provide the best customer service possibleMr [redacted] received his back-ordered part on June 19, We also called to follow up with him after we received the complaint you submitted to us, and he is very satisfiedPlease let me know if there is any additional information you need ~~~~~~~~~~~~~~~~ Best Regards, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 12, 2014/06/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received the replacement part and did get a folloe up call to make sure everything was correct Thank You
Initial Business Response / [redacted] (1000, 5, 2014/10/15) */ Thank you for notifying us of this report, and giving us the opportunity to respondAs a customer service gesture we have contacted Mr [redacted] and shipped him a replacement bicycle which is scheduled to be delivered tomorrowPlease let me know if there is any additional information you require