This may go to another thread but please hear me out without judgement, and let me know what might be best to do.
My sister purchased a new mountain bike two weeks ago and went on a bike ride with me on Monday. Things were well, and we went 19 miles before she couldn't stop and lost control on some gravel and landed hard on the ground. She lost consciousness, came to, and couldn't remember were she was, why she was with me, or how old she was. I called 911, and rescue had to drive down the trail, and they immediately brought her to the ER. One of the fire fighters was very kind, and put our bikes in a fire truck and dropped it off at my house.
To make a very long week put simple, she has a Traumatic Brain Injury, with a severe concussion, and is having a difficult recovery.
My sister is currently staying at my moms house for 24X7 supervision, and requested that I drop her bike off at her home. This is were things get a little hairy. Before bringing the bike to her home, I decided to check the bike for damage and take it for a spin around my complex. I immediately discovered that her hydraulic brakes do not come to a stop, instead they lightly rub forcing the bike to slow down without any stopping motion. Her bike, and my bike have the exact same break setup. My breaks are firm, and are very responsive with the slightest grab. My sisters brakes were very spongey, and when applying pressure, the brake handle touches the rubber grasping handle on the front bar, just barely slowing the bike down with no stopping power. This happens on both brake handles on the bike.
I am very confident that this could be a major contributing factor to not being able to control her speed and ultimately ending up in an accident, but I don't know who to talk to about reviewing the setup of the bike. Do I make a complaint with the bike shop, or the manufacturer? Either way it needs to be fixed, and someone needs to address the matter.
In Hind site, I wish I would have ridden her bike before we went on our trail, I would have immediately known something was wrong with the braking and we wouldn't have ridden that day. My sister is an experienced rider, but has never had disc brakes before. She understood the braking as being normal, as she purchased the bike from a reputable dealer in town, and was not an expert.
Any help as to the best method of going about having this looked into is greatly appreciated.