Gary L.
Yelp
I brought in a used bike I bought for adjustment to the derailleur. I would give five stars for the repair, one star for customer service, so I averaged it to 3 stars.
I agreed to a "comprehensive" overhaul for $90 before my 10% member discount on labor. I figured the old bike needed it although it was 3x what I wanted to spend. The work was completed when promised. I was emailed an invoice that was significantly more that what I had been told the "comprehensive package" cost would be. The message invited any questions on the order. I replied as to why the price was higher than quoted. I waited a week. Got no response.
When I went in to claim the bike, I was surprised to see that repaired bikes were parked on the sales floor with work orders attached that contained the customer's name, address and phone in plain sight on the paperwork. Anyone browsing in the store could view this personal information. So much for customers' privacy! I would think this might be particularly concerning to women who leave a bike for repair.
The manager, Josh, at first refused to address my concern about why the price was more than I had been quoted. His initial attitude was that I could go pound sand. He would only discuss the work they had done, not my question about the cost. I told him he was not hearing me and thus I would not be a return customer.
Despite that, he tried to sell me on a repair on the front wheel, claiming my front inner tube needed replacement, which he would do for free while I waited. Since the price of the inner tube was reasonable, I asked him to go ahead. After that he was helpful in taking time to tell me about the condition of the bike, and he apologized that we "got off on the wrong foot." We ended on a conciliatory note, although I still felt uneasy about how they had handled my order.
I signed a disclaimer showing the cost and itemizing the repairs. Josh told me I would not be given a paper copy of what I'd signed, it would be emailed to me.
A week later, still no copy in my email. While in the store for something else, I asked a staff member for a copy of the paperwork I'd signed. I wanted documentation of the repairs that had been done. She printed something under my name that looked right, but when I got home I discovered she'd given me an itemized sales invoice for Quality Bicycle Products in Minneapolis for parts Josh had purchased for the shop for $507.15. (They didn't respect my privacy--back atcha). This, obviously, had nothing to do with the work order on my bike.
So, workmanship was fine. But indefinite pricing, disregard for customer privacy, and lack of follow-through with email communications will have me trying another bike repair service in the future.
