Review Time
Unprofessional and have no concern for the client. It's typical 3rd party service it's not my issue. Although it might not be an issue of their fault they are the client contact communicate and explain the process it's not that hard to be good at customer service. Treat your client as you would expect to be treated.
Stay away from this company. They have no idea how to book an appointment and keep it. They have no type of customer service; Natasha doesn't have a clue what's going on. You book an appointment for a day , they keep you in time loop for days up until the scheduled day.. then nothing. Your tech will reply to you hours after your appointment just to tell you he's running late. After 2.5 hours in Tech service and support that's a dub and strike on you and your company!! Go back to California cause that's not how you do service in Ny. Gtfoh.
I booked an appointment online, scheduled a day/time that worked for me, they were on time/actually were able to come earlier and I was available, completed the service, I paid less than other shops I had called (and I would have had to take my bike in). Super easy and convenient. I could not be happier
I am a Rad Powerbike owner since 2018. I am a long time service customer and am an ambassador of sorts for Rad. In 2019 Rad did an article on me and my healthy weight loss due to Rad. I am 65 years old and have 10.000 KMs on my Rad mini. Rad mobile service has gone up by $200 with Velofix. After booking a silver service at $169.00 $50.00 over the Rad service rate I had used on multiple occasions. I get my service package done and the tech puts on metallic pads without my permission claiming they are better. The premium metallic pads installed are $69 per pad and they work no better than the organic pads. The installer was late and did not clean the rotors or grease the squeaky stand or any other basic requirements and the brakes squealed and locked up right off the first test. He attempted to adjust them and used the lame excuse that it was the metallic pads that are louder. He proceeded to melt down attempting to fix the problem and told me he was now late for his next appt. My $169 silver service cost me $364.00 This company is out of LA and a complete fraud as a local service.DO NOT USE THIS COMPANY AS A MOBILE SERVICE. THEY NEED TO LEAVE TOWN AND GO BACK WHERE THEY CAME FROM. Rad shame on you for not providing better options. I will never use Rad service nor Velofix again. I am super disappointed with Rad.
This company has a lot of issues. The guy Jon Jensen with Velofix in the Los Angeles area has wasted everyone’s time. We set up an initial appointment in early April that he missed. Said his truck broke down. He rescheduled a week later and then missed that appointment as well with another excuse. Finally today 5/2/23 he showed up only to say that he couldn’t change the master cylinder on the trike. He blamed it on insurance saying my trike is a motorcycle which is completely false. It’s classified as an ebike in California. Anyway, three attempts with this company, wasted an entire month and nothing got fixed. Don’t even bother with them because they are extremely unorganized and not professional at all.
Called Velofix in early November to diagnose my Rad rover 6+ on the request of Rad Power Bikes Canada for warranty coverage. Rad just wanted me to have a professional opinion from any bike repair shop in order for me to have warranty coverage. Velofix came to my home on Nov 15, 2022, and looked at my bike which was in my garage without the need to load it up on their fancy mobile shop.In 5 minutes without doing anything was told that my hydraulic breaks were defective and because they (VELOFIX) didn't assemble the bike when it was purchased I was told it was company policy that I had to get the parts from Rad Power Bikes directly then set up an appointment to have (Velofix) install them ???Surprised by this comment and told the repair ambassador his name I will not mention as he was very apologetic. I find this request ridiculous and strange given the analogy that when you take your car into a car repair shop you are not expected to supply parts that should be part of the service.This 5 min service cost me $148.35. Needless to say that I was shocked and was told that he would speak to owner Todd Gorman claiming that he is very fair.The next day Nov 16th I ordered the parts from Rad Power Bikes Canada. they valued the parts at $141.00 + 1hr labour code included for Velofix to install. Rad Power Bikes rep for whatever reason was not keen on Velofix service and encouraged me to fix my own bike.I called the repair person (unnamed) and explained to him Velofix is getting $148.35 + 1 additional hour labour for the job which I felt was excessive. He told me the Owner Todd Gorman agreed to refund me $75.00 and I thought this would be fair.On Dec 14, 2022, the parts were installed by Velofix. I asked the repair, Ambassador regarding my refund and was told not to worry the owner will reimburse me. He was sorry but he could not and didn't have access authorization to complete the refund.Many phone attempts starting Jan 6 2023 to the owner with no return calls.Jan 24th Called the office and was told a Manager would call me back but no one called. 2 weeks later Feb 6 2023 called again and was told the same thing. It's now Feb 13 2023 no return calls,no refund.In summary, I do not recommend Velofix
While I was walking my dog, I ran into Alex and his Velofix van 1 block from my house. He was working on one of my neighbour's bikes. I told him that one of the shifters on my bike would not click (i.e. shift). I had previously taken the whole shifter apart, soaked it in kerosene, doused it with WD-40, reassembled it, and it still would not click. Alex pointed out that my bicycle's bell was so close to the shifter that its strap was under the shifter and causing the problem. Who knew? I expected him to charge me, but he did not, which was another bonus. Apart from making me feel stupid (which was probably an inevitable part of the process) it could not have been a better experience.P.S. I know what 1950' service was like; I was there
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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