Not sure if this is allowed but I figured I would share this story so it does not happen to anyone else. This is in reference to THE BIKE CLUB (retail bike store) in Broadview Hts, OH. It may also illustrate my distaste for most LBS.
Sent: Monday, July 21, 2003 1:48 PM
Subject: My trek 730
On July 10, 2003 I brought my Trek 730 in for a tune up, to have a “clicking” noise diagnosed and repaired, wheels trued (which I was told would be covered in the tune up), and a new stem installed.
I regret to inform you that I found my experience with your shop to be totally dissatisfying.
At the time of drop-off I was told that the parts would be in on Monday July 14, 2003 and that I could pick it up at the end day, and if it were not ready, I would be called. Needless to say, I was never called. A day later (7/15) I called your shop and was informed the part was shipped from Minnesota and it should be in by Friday.
On Friday I picked up my bike at a cost of roughly $100.00 only to get home and discover the following discrepancies:
1. Front wheel was more out of true than when I dropped it off.
2. The “Clicking noise” was still present despite having the bottom bracket replaced, and quite frankly, there are no defects in the removed part as verified by two separate cycle shops (a loose peddle was the problem, not the bottom bracket)
3. The new stem was installed improperly as the previous stem’s locking nut was laying in the bottom of the steering tube preventing the new stem from passing the “maximum extension” mark (this should have been picked up by your tech).
4. The grip was reinstalled back wards, shifters and levers were not symmetrical with the others, nor was the bar centered, and the cable routing was crossed.
5. The bike was NOT indexed properly which resulted in ineffective shifts at the high and low ends. The bike did shift correctly when it was given to you!
6. The handlebars were marred and scratched from removing them from the old stem.
7. The rear wheel only had 70 lbs of air (700x28).
I specifically brought my bike in to be repaired, not returned needing an hour and a half of my attention to correct the above problems, less $100.00. If any one or two of the above were present I would not have been too bothered. But, to have every aspect of the repair botched in one way or another is unacceptable.
Although I am fully capable of regular maintenance and repairs of my own bikes (as evident form the little work needed to “repair” this 7 year old, 2300 mile hybrid bike) I thought this was a good opportunity to re-develop a relationship with the store I planned to buy my next road bike (I was happy with my experience that last time I made a purchase from you. with the exception of the tacoed wheel on day two of ownership, which needed to be re-built because the spokes were never tensioned correctly). Unfortunately, despite having the time to point out how your store deals in a lot of “high end....multi-thousand dollar bikes” your repair service left a lot to be desired and begs the question of your ability to assemble and maintain such bikes in the future. Let alone your commitment and attention to detail to customers who only purchase $600.00 bikes.
I did appreciate the time and special attention given to me when I dropped it off and on parts selection, what happened in between is puzzling. Quite frankly, I would have been more happy if I paid $200.00 and got a bike that worked and some questions answered, instead of spending more time to re-repair it, and write this e-mail. I keep seeing more and more brick and mortar bike stores closing as internet sales skyrocket and big box stores start to carry "mid level bikes". The one single most valued reason to visit an actual bike store, in my opinion, is for customer service with technical repairs/upgrades a close second. I am always willing to pay for good personal service and expect nothing less when I can purchase what I need at a considerable discount elsewhere.
In summation, I am truly disappointed in the services I was provided and am requesting a refund of $60.00 ($100.00 minus the $40.00 cost of the stem which I will keep). Remittance can be made payable to:
Or if you like you can refund that portion of the bill via my credit account (see below contact information).
Thank you for your time and attention to this matter. If you would like to contact me to discuss this further, please feel free to call me at (216) (OMITTED), or simply respond to this e-mail.
I will expect my refund within 10 working days, or August 1, 2003
ps. Please feel free to share this e-mail with your employees as a lesson in how to loose customers and how that can effect their hours, pay, longevity and employment history.
That was the first letter, he called me right away and agreed to send me out a refund check on the labor that day. I personally assured him that his quick response earned my continued patronage and that i would soon be buying a road bike and if he really wanted to make good (as he said) he would cut me a break on the price as well.
Subsequent to that discussion and not getting the check, I took my bike to a new shop and that prompted this letter:
I’m am no longer waiting on the refund we agreed to, I see you are not a man of your word and have decided to take my business elsewhere. I thought I would just leave things at that until I discovered, yet again, another questionable tactic used by your shop.
When I picked up my Trek from your shop I was told that the crank arms were recalled some years ago, but that the recall is no longer honored and I would have to pay for new arms and the labor to install them. I was quoted “around 80 bucks”. I then asked your tech if he had ever heard of anyone really breaking them and he said no.
Well, I now come to find out that not only does Shimano still honor the recall (800-353-471), but your shop could be held criminally liable for returning the bike to me with the recalled cranks, and civilly liable if I were to be injured as a result of your tech ignorance on the recall if I were to crash.
I am going to take great delight in sharing my experience with your shop to as many people as possible. I think I will start on various internet discussion boards (both local and otherwise) then move to your suppliers, Trek USA specifically.
Well, there it is and I hope I broke no forum rules. The Bike Club, in my experince was one of the worse shops, or business at that matter, I have ever used. I would encourage anyone in the Cleveland area to stay away from it.
Thanks, and I hope you found this informative and entertaining. You know whats funny, if i asked about the "ticking noise" here, none of this would have happened.