Everytime I brought my bike in for an adjustment I was made to feel like an inconvenience for being there and like an idiot for not understanding completely how every little mechanism on my bike works. Also, none of the technicians ever managed to fully fix the issues with my gears and brakes, so the bike makes a lot of noise, shifts jerkily, and doesn't brake correctly. I am at a stand-still as I won't ride my bike in this condition, I shouldn't have to go somewhere else and pay to get this fixed, and I don't want to be a bike technician and fix it all myself; I just want to be treated in a friendly manner and have my bike actually fixed. I bought a bike for two reasons: 1. To be used as a from of stress relieving exercise. 2. To be used as transportation to and from work. This situation with the technicians has caused me undue stress and obviously I am not riding it to and from work in this condition.
The sales staff is okay. They certainly don't care about you as a real human being unless you're buying something. The store itself is clean, nice, welcoming, etc. I bought a bike here and was told the technicians will perform any adjustments, on a walk-in basis, for free, for the life of the bike. This is where the one star rating comes in.
It is really easy to write a response like that and say you take customer service seriously and want everyone to have a positive experience, and that might be true for you, as the owner; however, it is an entirely different story when it comes to making sure your employees actually take their jobs seriously and don't become so jaded that they treat a customer as an inconvenience. I have been treated as an inconvenience. There is no misinterpretation about this. The mechanic should have, and might as well have just explicitly said, "you are an inconvenience."
At this point I wish I could just return my bike and go buy one from Bike Masters...
The following is a response to the owner's response to my original review.
This place used to be very good when Kelly was there. He was a wonderful person with great integrity. Now, not so much. Took my bike in to get a chirping sound in the lower crank looked at and both tires replaced. The manager said a tune up should solve the problem. A few days later went to pick up and rode it a day after that and not only was the chirping still there but when they replaced the tire and tuffy strip it pinched the tube within 5 miles of riding leaving me stranded. I was charged 75.49(with tax) for a tune-up my bike did not need and the problem I went in for was not fixed. It appears all they did was wipe down my cables (probably hoping to find wear so they could charge me to replace them) . I have since took my bike to Olympia Cycle and they fixed the problem. (It did cost me another 60 bucks, though) I should have went to Olympia to begin with , but now I know and you all should know to stay away from this bike shop for service. There are much better and more honest ones out there.
The staff is friendly and greeted me right away. Steve helped me find the right gear for my upcoming bike packing trip. I found out they have rides for women and most of their group rides are social. I'm not a serious rider, so I feel comfortable talking with them about my needs and will definitely join them for group rides!
In my original review I said this happened five times, and it did. Well guess what... Even after calling and talking to the manager Steve, and writing that review, I decided to bring my bike back to give you guys another chance. I didn't mention anything about the 5 previous attempts, the complaint to the manager Steve, or my original review, and I ended up having the EXACT SAME TERRIBLE EXPERIENCE when I brought my bike back into your store, the bike rack on 144th and Maple, about a week and a half after calling and writing that review. Seriously, the mechanic rolled his eyes and sighed when I said that I had bought the bike there and needed some free adjustments on my brakes and gears. He never made eye contact with me, barely spoke to me, and he did the work so quickly I thought he must be really good or he's not really being effective. As it turns out, it was the latter! Zero of the expressed problems were actually fixed!
I know keeping a bike running properly takes continued maintenance! Did you even read my review? I kept trying to bring it in for this continued maintenance and not only are your techs not fixing it properly, THEY TREAT MY LIKE I AM AN INCONVENIENCE. So first, I would LOVE to enjoy my bicycle that works as it was intended, if it worked as it was intended, and second, I would appreciate being treated as a real human being with real thoughts and feelings by the people responsible for keeping my bike running properly with continued maintenance so that I can enjoy my bicycle that works as it was intended, that is assuming your techs can actually make my bike work as it was intended... WHICH THEY COULDN'T ACCOMPLISH 6 DIFFERENT TIMES!
So are you actually going to do something to make this right, or are you going to write a response to this review making vague comments about caring about customer service so that it seems like you care?
I have given them 5 different chances and every experience was the same. Finally I called the store and talked to the manager Steve. Steve was very helpful and glad I brought this to his attention, but there is still one huge, lingering problem, and that is that I can't get myself to bring my bike back to the bike rack because now I am that jerk who called and complained. I should not have had to call and complain in the first place; however, having called and now having posted this review I am just stuck with a bike that doesn't work properly and my own principles and discomfort with confrontation that won't allow me to bring my bike back and get it running smoothly--which they couldn't seem to accomplish anyways. Thanks to poor customer service and poor mechincal work from the technicians at bike rack I have to either become a bike technician myself or pay to get these problems fixed.
We purchased a bike from here a couple of weeks ago and the sales guy said if there is a sale within the next month they will refund the difference. Well, a sale is on so I went back to get my credit. I talked to the guy that sold us the bike (he didn't remember me of course or our conversation) and said a manger will have to do it. The manger came over and said, sorry, we don't give credits like that. I told him the sales guy standing next to him said it would be no problem when I bought the bike. WRONG! So after much deliberation he said he'd give me a store credit. I wasn't thrilled, but said OK. BUT WAIT! THERE'S MORE!! Then he proceeds to tell me we purchased a 2018 model ( in July of 2017) and the sale was for 2017's and older. In the end I left the store with nothing. I will buy all my new Trek bikes from the Trek store in papillon exclusively now. I'm done with this place. All of my accessories will mostly be from Amazon with my prime membership and sometimes the Trek store. The customer service is horrendous at The Bike Rack in Omaha. They aren't even excited about selling bikes. Most of the sales guys seem just unenthusiastic and ho hum. Apparently, they don't care about keeping customers. Note, I bought another bike earlier this year from the Trek store and they even gave me a discount when no sale was going on. Lastly, remember, there is almost a 50% markup on Trek bikes at any store so they do have room to wiggle. I've seen the prices they pay for myself on their computer screen. Believe it.
The Bike Rack is a US Bicycle Store based in Omaha, Nebraska. The Bike Rack is located at 14510 Eagle Run Dr, Omaha, NE 68116, USA.
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