Trek Bikes Wellington

Hi! I just wanted to say thank you. My son absolutely loves his bike and is so excited to ride it every day. We really appreciate your help and great service!

Dropped my bike off Thursday afternoon after a baseline inspection and was told a Level 1 tune-up would take 24–48 hours. I heard nothing Friday, over the weekend, or Monday. When I called Tuesday morning, I was told they hadn’t even started on it because the main technician was out of town over the weekend and “no one does anything” when he’s gone. I was promised an update that day, but communication throughout was poor. I’ve used many Trek shops across the country and have never experienced this level of unprofessionalism. A simple update call would have gone a long way. No acknowledgment for the long delay or false time frame. Also the bike still squeaked a bit when I left the shop and rode around afterward. When I dropped it off on Thursday, I was told the tech would remove the brake pads and sand them to eliminate any possible residue. I don’t believe that service was performed, as the noise was still present and that service wasn’t listed on the receipt. It makes me wonder if the tech did a test ride before or after the service to confirm the bike’s issues and the fixes. It’s a bit unfortunate, especially given all the positive reviews I read beforehand. That said, no one was rude, the shop itself looks clean, and I can notice work was done on my bike. I’ll just be taking my business elsewhere to have the squeak properly addressed and for future bike tune ups. This shop wouldn’t be my first or second recommendation to anybody looking for their bike to get serviced.