Sam G.
Yelp
I would like to preface this review with the fact that these guys are EXTREMELY busy. The owner has said they're doing the work of three shops. That said, on to the review.
--------
Due to COVID they are only allowing one party into the store at a time. That means that the line is really long. I waited about an hour the first time I came to drop off my bike for service.
The gentleman who checked in my bike gave me a timeline estimate of three weeks, but said he'd call me if something changes.
Three weeks was Thursday the 6th and I got a phone call from Steve (the owner) saying that he's very sorry but they're swamped and it should be ready the next day (Friday)
I wasn't able to come Friday, but tried to call on Saturday only to get "line busy" everytime I tried.
I show up on Sunday to pick up my bike, and they ask me for my yellow slip (I had forgotten it, but thankfully was able to get it texted to me). I give them the number they were looking for (they log your bike by the last three or four digits on your invoice.
After about 2-3 minutes they find my bike and tell me it won't be ready until the 14th. We argue with him for a second with my saying Steve had JUST called me a few days ago to tell me it was ready.
Steve asks my father and I to come inside so we can sort this out. He explains the above (work of three shops) and that he's really sorry for the inconvenience. (Note, I was not happy but wasn't mad. They're swamped, they have almost 0 bikes to sell at present).
We chat with him for a sec and he promises me it will be ready tomorrow (Monday) and asks me to call or text him mid afternoon.
So we leave and I text him around 2:30 on Monday to confirm if the bike is ready and if he has a bike rack we can purchase. He says the bike is ready but that they don't have a rack at the moment. I show up about an hour and a half later and my bike is not ready.
The mechanic (Guillermo), has a bad attitude (he has everytime I've come, except the first time) and is arguing with me that it's not ready and that he said 6pm, which according to the hours painted on their window, is after close of business for them. I said I just was texting Steve who said it was ready, and this guy is still arguing with me.
A young lady comes out and speaks with me, I assume the owners daughter, and I show her the text messages between Steve and myself. She apologizes and says it will be ready at 6 and I say I will come get it the next day.
This next part is another way the ownership shows they care and wish to help. Steve calls AND texts me at about 7pm apologising for the mix-up, he didn't tell me 6pm though he thought he did and he accepts responsibility for that, he said something along the lines of "if you want to blast us on Yelp. I understand and won't fight it."
I told him absolutely not, you're doing your best to run a small business during a global pandemic. Me not having my bike ready on time is not a huge deal in the grand scheme of things.
The bike was ready Tuesday the 11th. Steve gave me a discount on top of the one I get for having purchased my bike from them back when they were on Robertson. He truly was sorry for the hassle and he is grateful that we weren't tearing him a new one and being jerks about the whole thing.
Steve and BHBS have my business. A family run small business, with ownership that cares and is doing their damnedest to get everything done on top for everyone.