My partner and I hired velofix to fix two bikes. One bike needed a shifter to be fixed, and the chain to be replaced The second bike needed a basic tune-up, but had no major issues. We paid $370 for work on both bikes. The result was less than satisfactory. - The problematic shifter on the first bike was never fixed, despite the hefty premium-service price tag- The second bike's chain started having new chain-problems (falling off) immediately after the visitWe wanted to give the business a second chance, because of its convenience. We wrote Velofix to ask if they'd consider waiving some of the cost, given we paid a lot of money for one bike that was only half-fixed, and another that was left with a new problem.The regional manager, Zach, was responsive at first, stating they'd honour a service guarantee. But he quickly went radio-silent. By the time we got his response, we had already been charged another $108 for 20 minutes of work to fix one of the bikes' issues. What's frustrating is that the problem with the chain (which started after the initial velofix appointment) was still not fixed, despite the additional $108 of money and my time. We are now $478 in with Velofix, with a bike that still has problematic shifters, and another bike with a chain that falls off regularly. This is unacceptable. I have since written Zach and Velofix multiple times, and the emails have received no response.I do not recommend Velofix, as it strikes me as a business with a disregard for ethical business practices, and for delivering against their (very premiumly-priced) brand promise.UPDATE: After I posted this review, I received an email follow-up from the regional manager (or franchise owner?) Zach, asking if I would like compensation for a portion of the work done. After a few email exchanges, I was reimbursed $103 -- a portion of the fees paid. I promised that I would update the review with the interaction that took place. While my sentiment about the service remains, I am writing to acknowledge that the amount was received. The reimbursement was for a portion of the fees charged, rather than the whole amount of service fees charged.
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We offer a convenient Mobile Bike Shop experience at your home or office. Our goal is to offer a convenient premium service that gives you more time to do what you love…RIDE!
