Reviews

Trek Bicycle Corporation does NOT stand behind the repair work done in their shops. I took my bike in for ROUTINE MAINTENANCE to get the internal hub relubricated. My bike didn’t ride well after and took it back and the new mechanic said the first mechanic used the wrong oil and everything was sticky inside. He removed all the internal hub parts, cleaned them and added proper oil. My bike then starting shifting on its own after this repair and they worked on it a third time. On my very first ride, my belt snapped and broke thus forcing me to walk my bike home for miles. I took my bike to another local shop that has been in business since 1970s and they had to replace the hub, the shifter cable (the TREK shop lost a part and tried to rig it with a standard bolt and nut) and replaced the belt drive. Trying to get this horrible situation resolved with TREK was a most frustrating experience. They kept passing me between store and corporate office and finally agreed to only pay less than half of my repair bill. I lost 2 months of rehab with my bike constantly being “repaired” from their errors. I spent countless hours on phone with representatives of ***** ****** ******* for hub and **** **** for the belt drive issues trying to understand how my bike that was riding just fine; fell apart after being in a TREK shop. EVERYONE makes mistakes but TREK is incapable of acknowledging and accepting blame when it falls on their shoulders. It is despicable that a large corporation treats their customers in this manner. I do believe that what goes around comes around and the management that made the choice not to make things right will someday be in my shoes. I will also reach out to BBB.

We are truly sorry to hear about your experience. After reviewing the timeline of events and your correspondence with our HQ customer service team, we recognize that this was indeed a unique situation.We are pleased to see that the shop took responsibility for any issues caused by their workmanship and issued you a check to cover the expenses incurred from taking your bicycle to another shop. Your last email expressed gratitude and appreciation for the manager you worked with, and we are glad to hear that they were kind and compassionate throughout the process.We agree that the hub/wheel should have been replaced from the beginning rather than attempting a repair. We regret that it took numerous emails and conversations to fully understand the situation and reach a resolution. This case had many details to consider, and we apologize for any frustration this may have caused.Our goal is always to meet our customers expectations, and we are sorry that we did not achieve this right away in your case. Thank you for your patience and understanding.

You did not cover my expenses incurred at your shop. You covered less than half. My last email did state that your manager at the store was very empathetic to my situation. I also assumed when you said we will issue you a check that it would cover everything. I am out $500 because of your company. YOU DID NOT MEET CUSTOMER EXPECTATIONS.