GUNNISON, Utah (BRAIN) — When CSS Composites announced its closing and asset liquidation earlier this month, left unsaid was what would happen with customer service and warranty claims. CSS sold under its own brand Forge+Bond and was an OEM carbon rim supplier.
A few weeks after the Oct. 1 announcement, Revel Bikes and Reynolds Cycling each instituted a warranty claims process. Revel Bikes is collaborating with Industry Nine to honor the lifetime warranty on its Revel Wheels. Reynolds Cycling said it will offer crash replacement pricing on its wheelsets to Forge+Bond or CSS OEM brand customers.
Trek's Bontrager, an OEM customer, told BRAIN, only a small number of its wheels are affected by the closure, specifically Aeolus Pro 37V and 49V. It will provide warranty support through its Carbon Care Wheel Loyalty Program and has enough inventory for now to meet demand.
Other OEM partners Evil Bikes and Chris King Components told BRAIN they are close to finalizing their plans. Evil Bikes said it will have a program similar to Revel Bikes. Atomik Carbon told BRAIN if it can't receive a replacement from CSS, it will offer customers an Atomik rim at the $250 crash replacement price.
"We are in talks with a number of carbon wheel manufacturers," said Dylan Bibbins, Evil Bikes sales director. "We want to ensure that our customers are not just provided a solution; they are provided the best possible solution. Good things take time."
Owners with damaged Revel carbon rims manufactured by CSS have two options: a rim-only replacement or a full-wheel rebuild by Industry Nine. Revel said it is "taking on the bulk of the cost" for the replacements.
For rim-only replacements, the cost is $175, including shipping. For a full rebuild by Industry Nine — including new carbon rim, spokes, nipples, and labor — the cost is $250 with a one to two-week turnaround after shipping with a Revel-provided label.
To start a claim, consumers can email a photo of the damaged wheel and proof of purchase, and Revel will determine if it qualifies under warranty.
"We feel for everyone affected by the factory closure," said Adam Miller, Revel Bikes' founder. "But we're extremely thankful for Industry Nine for allowing Revel riders to keep rolling without a hitch."
Reynold Cycling offers crash replacement pricing on complete Reynolds wheelsets to any customer who owns wheels manufactured by CSS, Forge+Bond, or the brands that sourced rims from it. This offer applies whether the wheels were damaged in a crash, are out of warranty, or they no longer want to ride a product with no long-term support.
Eligible customers can contact Reynolds directly or through an authorized dealer to verify their existing wheels and access crash replacement pricing on new Reynolds wheelsets. This includes any Reynolds complete wheel system across the road, gravel, and mountain lineup.
"We didn't create this problem, but we can help solve it," said Todd Tanner, Reynolds director of wheel development. "Reynolds has always stood behind its riders, and when we saw the uncertainty facing owners of CSS-built wheels, we knew we could offer a fair, good-faith solution. Our priority is to keep riders rolling on wheels they can trust."
CSS Composites legal counsel Dorsey & Whitney LLP sent a letter to OEM partners, citing "enduring economic challenges facing the bike industry." The letter said the company will cease all business, including manufacturing, customer service, replacement and repair services, and administrative operations. It manufactured in Utah using a process that produced durable recyclable carbon products.
"If you previously submitted requests for a service, repair or replacement that has not been fulfilled, unfortunately, that service will not be able to be provided," according to the letter.
