I'm not usually one to complain or write a bad review but figured I should spill the beans on this one. I'll try to remain as objective as possible and just throw out dates and facts instead of opinions. Note: The Bike Co was pretty much the first shop I've been to and just got used to going there for parts and such. In late June a freak thing happened - my rear hub loosened up a lot while off the bike. Being Curious George, I opened it and the pawls and springs came out of place. Not wanting to put them back together incorrectly, I put the small parts in a little baggie which was later accidentally thrown away by my sister #-o June 24th Anyhoo, I brought the bike and wheel to the bike co on June 24th. Asked them to do the rear hub, look at roughness in the bottom bracket and change the oil in the fork. They said they would have to order the part but since they deal a lot with hope it shouldn't take too long. I was given the estimate of that Thursday (June 28th). June 30th Got a call saying that the parts are still not there but shouldn't take too much longer. July 15th Got a call from the Bike Co (Kevin) who said the parts were still not in but he expected them the day before. He said that most likely they'll have them in by Tuesday (July 17th). I then asked if I could get a loaner bike or something in the meantime. He offered a loaner wheel if the bike wasn't done by Wednesday. July 21st I called them late morning. The parts were still not in. I asked how the bottom bracket and fork had come along and was told that they hadn't looked at it yet. They said they were waiting for the hub parts so they can do the whole bike at once. I asked if I could go pick up the bike and get that loaner wheel and was told that it'd be ready in two hours. I assumed those two hours were to work on the bottom bracket and for the fork but I assumed wrong. I was out of a bike now for just about a month and had nothing to show for it. July 26th Got a call that the parts had come in. Because of time, I didn't make it down to get the wheel until a week and a half later on August 5th. August 5th By this time I was over the bottom bracket and fork which I'll take care of when swapping over parts to the spot frame. Went down to pick up the wheel. The bill came to $41. $25 for parts (pawls & springs) and $15 for labor. Not sure if the price for the parts are pretty normal? I asked if I could get a discount since it took over a month and the cashier just kind of chuckled and thought I was joking. So the final tally - I was completely out of my bike for a month + out of my rear wheel for about another week after that. In the month that they had my bike they didn't bother to work on my bottom bracket or fork which had nothing to do with the parts they were waiting on. After that month I was able to get a loaner wheel. Then was charged $41 to replace pawls and springs in a hub. On the bright side - at least they have Jason there now . . . hopefully he'll set them straight. Big thanks to Sharky and Aldo (bananaseat) for kindly lending me some kick ass bikes during the month I was out of my own bike! Don't know how I would have made it without riding.
i have to break something on my bike within walking distance to that shop to ever go back there again.
I found dealing with LBS's to make myself perfectly clear what I expect and what I want done. I make them write down what I want while I'm there. I also ask that they not let one thing hold up the bike. If one thing can be repaired, then repair it as I maybe back for the bike. My LBS knows me quite well and knows I can't live without my bike for more then a weekend. I have been known to call manufactures on the leadtimes being quoted and to complain to such a degree that my LBS received my part they were waiting on as much as a week sooner. Ask and push, but don't get carried away. Sounds to me in this case you still had a legitimate biatch.
The people there are really nice but I think their service could use some help. I was going to have them custom make me a set of wheels but they didnt have the hubs in stock. They told me it wouldnt be longer than 1 week for the wheels to be built, which then turned into no call after a week went by so I called. That turned into 2 weeks with nobody calling me so I called. That turned into 3 weeks with nobody calling me and then I noticed they got pissed I was calling so much (which I wasnt). I eventually went to another shop and expressed my frustration with my waiting and they got me the hubs I was waiting for at The Bike Co in 2 days, had my wheels built the next day and I was riding by day 4. Also, I paid in full for the wheels when I went to The Bike Co by CC and when I called to cancel the order they said okay. Well, 3 days later nothing was credited back so I called again and they said I have to come in. I came in and they couldnt find my order, then finally did and said I didnt pay in full and fortunately I had a receipt so I got my full money back. It seems like if you want to do business there you need to deal with Kevin. He is a really good guy and when I dealt with him in person or on the phone he always treated me right. But when I called or came in and had to deal with someone else its like they had no idea what was going on. *shrug*
I agree about Kevin. He's been pretty good whenever I had come in. The other guy that seems like he's on top of things is Sage (who is a part owner and mechanic there) although I've only seen him there once. Oh and btw . . . Kevin quit about a week ago.
Sadly Not Suprised When I lived in Mission Viejo a few years back I shopped there a few times out of convenience. Rode with a few of the guys from the shop and they seemed like cool guys. However they do not know how to run a business. I jokingly posted a few days ago that it takes them a month to press in a headset. This was a slight exaggeration. They were an Intense dealer back then (5 years ago) and talked up that brand like it cured cancer. Then they were dropped when Supergo opened their store in Laguna Hills (three years or so ago) . I went in the store (not knowing they were dropped) and asked about an Intense frame. Now Intense products causes cancer.[-X Last year I went in there on my way to a ride (needed something can’t remember) and guess what??? Intense Cycles cures cancer again! Funny how that happens. My apologies to the homers. The way they salivate over Turner…Turns my stomach (bun intended).:bang: On a side note I remember a few years back I asked Tani @ The Path a question about a Fisher frame. I did not know if they were a dealer or not. He said that they did not carry that brand and couldn’t comment on them……… That is integrity:clap:
I went into their once and and I just wanted to check out the store and the service was a two star at very best. It seemed the guys were just more interested in messing around in the back. I thought to myself man I could tottally shoplift this place if I wanted to.
Great shop if your item is in stock. Otherwise forget that place. They have always had great riders working there but they are completely baked and disorganized. If you're not a sponsored rider or directly related to their click, expect the cold shoulder like Brett D at a Sierra Club meeting.
Sorry to hear Kevin is no longer there. I live in Mission Viejo and go to The Bike Co often. Kevin has always hooked me up. Tony G who is there most of the time, also is very helpful. Terry and Joe are good mechanics and has gotten my bikes ready everytime Ive taken them in. I'm sorry about the bad experience some of you guys are having. It reminds me of Chris's(SarBoats) experience with The Path. I've been treated well at both The Bike Co and The Path and can't say anything bad about either shop. Just been lucky I guess.
Its sad but that seems to be the M.O. now for some shops, don't call the customer to keep them informed[-X? WTF, what ever happened to Customer Service:?:? They just don't understand who they are working for, REMEMBER THE CUSTOMER, whom without there would be no shop. I understand that things happen but if you keep people informed they will be happy to hear that you are on top of the issue. Sorry to here that Kevin is no longer there, I hope that Jason can supply the same C.S. that we've recieved from Kevin.
Thnx for the info. Bike Co has been really good to me, but I do see what everyone is saying. A couple guys there seem like they'll spend the time working with you while others feel you're just taking up space in the shop.:-k The wheel they built for me is still running true :bangfound out that guy that build it also works at Garageworks). Between this thread and the P&*h thread it goes to show sometimes CS is lacking....and it could just be one or two people. Perhaps we as riders need to take the advice from here and give them deadlines and dates and offer to bring our bikes back to the shop when they have the parts and are ready........cuz like many of you....I don't like being without my bike for very long. Bummer George
Pitty, but all the more reason to have me work on your bike eh! :wave: Fortunately for me I don't have to rely on shops except once in a blue moon for repairs. Building wheels is about the only thing I leave up to bike shops. I have had good experiences at The Path and Adrenaline and will keep going to them. Maybe if you offered the bubbs at Bike Co some reefer they would have given a crap about your bike :?:
Got to say..... there has been more than one occasion at another well respected bike shop when I walked in there and the entire crew was baked.#-o Burn'in tree and turn'in wrenches
