Charged for a bike service I didn't ask for.

Brodel

I recently used a bike servicing company who collect your bike and return it after servicing.

I have two bikes, one needed a basic service the other needed a specific part replaced that I was providing. I spoke with them on live chat and they said the service for Bike A was £49 and the cost of replacing the part I was providing for Bike B was £25. I paid the £10 deposit and they collected them.

When it came to billing, Bike A was £49 as agreed and Bike B was given a Pro Service which I did not ask for and cost £110.

I contacted them via email and provided a screenshot of the online conversation and the receipt I was sent at the time of booking which showed what I had asked for and they said they would look into it. The bikes were returned and I heard nothing back from them until about 10 days later when my account was debited for the full amount.

I've emailed them again since and heard nothing.

I work in the cycling industry, I want to support them and I've been reasonable up to this point but they are taking me for a ride (no pun intended).

I bank with Monzo and there is an option to dispute the charge but I don't want my credit rating to suffer. I could call them but I prefer to have everything in writing. It seems a bit extreme but should I contact trading standards?

I'd appreciate any advice. Thank you.

Aylesbury_Duck

I think you have two options you could consider, depending on how helpful you're feeling.  Assuming they don't waive the cost of the unwanted service, of course.

a. Insist that they reverse the service on bike B, taking back any new cables, brake blocks or other parts they've fitted and re-fitting old ones.  You get a full refund for the service and are back in your original position.

b. Ask for a credit note for the value of the unwanted service, which you could put towards a future purchase or service.

A decent bike shop/mechanic is a useful contact and they're a dying breed, so b might help a business be there the next time you need them.

cymruchris

Although you didn't ask for it - have parts been replaced as a result of this service? If so, your bike is potentially in a better condition now (Although we know you specifically said you didn't want it doing). If you do want to support the industry, although they've not done as you've asked, it might be prudent to ask for either a part-refund to accept the fact that these parts would have been changed at some point anyway - or a full credit-note towards your next service. It depends on how strongly you feel about being charged the service fee in relation to the work they've completed. If nothing has been changed however, and it was just a lube/adjust/clean service - then I'd certainly be pressing for the full value credit or refund option. 

liggerz87

Just a heads up because  you bank with monzo you'll be jumping through hoops for a refund

SpreadableToast

cymruchris said:

Although you didn't ask for it - have parts been replaced as a result of this service? If so, your bike is potentially in a better condition now (Although we know you specifically said you didn't want it doing). If you do want to support the industry, although they've not done as you've asked, it might be prudent to ask for either a part-refund to accept the fact that these parts would have been changed at some point anyway - or a full credit-note towards your next service. It depends on how strongly you feel about being charged the service fee in relation to the work they've completed. If nothing has been changed however, and it was just a lube/adjust/clean service - then I'd certainly be pressing for the full value credit or refund option. 

Really?

I'm getting visions of these people (usually on US TV shows and movies) who clean your windscreen at traffic lights without asking and then demand payment for their services.

Tell them to take a hike.  You didn't ask for a service and giving an inch is likely to result in them thinking this behavior is OK.  It isn't and COVID is no excuse for this.  Hopefully, all the companies who think they can take a mile when they're given an inch under the auspices of "support us because COVID" go bankrupt.

Cheeky sods.

prowla

Based on the information given, the shop have made a mistake in doing the unauthorised service and should not have charged for it.

The fact that you have documentary evidence to show that you did not request it would stand up well in a small claims court.

Presumably they don't still have the parts taken off the bike which they replaced, so if they had to make good any changes they made they would be as well leaving it as-is.

That's my opinion, IANAL, etc.

Manxman_in_exile

Why don't you just telephone them and speak to somebody in person?  You've got an email or text trail explaining what you did and did not want.   Tell them:  "I'm sure you can see that you've made a mistake in charging my card for a service I specifically instructed you not to provide, and I'd be grateful if you'd refund the money you took off my card".  I would not automatically assume they're trying to pull a fast one, but maybe they are.  Speak to them amicably, and give them a chance to do the right thing.

You say you work in the cycling industry.  I presume this firm you used are reputable and you knew them beforehand, or they were recommended to you?  I'm always reluctant to have my bike serviced by someone new that I don't know.

Brodel

Thanks for all the replies. Much appreciated.

I'll give them a call as I have still had no reply. I just prefer email as it has all the details attached and I like to have a record of what was said.

I'd be open to a credit note but the more time goes by with no response the less inclined I am to use them again. I'm also a bit sceptical about the service as I had been meaning to tune the gears which they should have done if they'd completed a pro service, but they came back as before and I just did it myself.

The company are reputable as far as I was aware and online reviews seemed positive. I would have gone to my local bike shop normally but as my local shop wasn't accepting any bookings for another 6 weeks and this other company could pick up and return the bike within 72 hours I thought I'd give them a try.

Spank

I don't know how influential you are in the local cycling community, but if it's high I would point this out to them that word of mouth can cost them other customers.

Manxman_in_exile

Brodel said:

Thanks for all the replies. Much appreciated.

I'll give them a call as I have still had no reply. I just prefer email as it has all the details attached and I like to have a record of what was said.

...

Well that's true - but sometimes you can just sort things out more quickly and more amicably over the 'phone.  Just receiving an email and reading it, the message can easily appear to strike a more confrontational "tone" than was intended, and may require several exchanges before it's resolved.  Easier to do it quicker over the 'phone, and then send them an email confirming what's been agreed.  You'll soon tell from the approach they take over the 'phone if they're going to end up being awkward.