Great Basin Bikes

Took a dive on my bike and had a bent rim and broken post and saddle. Brought the bike in just before closing time and they received it after rushing me out the door. That was fine, glad to at least get it in there for service. Was told that the rim replacement would be about $60. Sounded fine to me.



I called them up the next business day that they are open to see if they had taken a look at it yet. They had not, but told me they would give me a call back. I missed their call which was about an hour later and called them back an hour after that.



I talked to the owner Steve on the phone. He said, "The bike is ready and it will be $133." I was quite surprised. I said "The last time I talked to someone they said they would call me back with a quote". AND HERE IS WHERE I WAS FLOORED. THE OWNER, STEVE, SAID "WELL, IF YOU DON'T LIKE IT WE CAN TAKE ALL THE NEW PARTS OFF FOR YOU, AND PUT YOUR OLD BROKEN PARTS BACK ON, NO PROBLEM."



WTF? Who says something like that to a customer?



You know, I was happy that they had gotten the work done. But I wanted to know what my options were for the rim and saddle since there is a lot of different ways to go with rims and saddles. But the decisions were made for me and at no point was I ever consulted about the replacements.



When I went in to pick up the bike I decided to tell them I was not happy with what was said. Their answer "Well, I don't think there is anything we can say now to make it better." Really? They had a chance to make it right. I NEVER EVER RECEIVED AN APOLOGY. Actually, that's all I really wanted. I would have liked to hear "Sorry, we were far too proactive in fixing your bike and did not consult with you at all. What can we do to make this right for you?" BUT THAT WAS NEVER SAID. ALL I GOT WAS A COCKY ARROGANT ATTITUDE.





I am quite shocked too. I read all the reviews and never has anyone left a bad one. I just calls them as I sees them. I won't be back. Lots of choices for bike shops in Reno.

first time to the bike shop. but not my last.
thanks guys.

Rich and his staff have always been more than fair to us and everyone we've sent. They're knowledge, friendly and sincerely care about their customers and the biking community.

Recently had my mountain bike tuned up by Rich and his staff...rode, shifted and stopped better than ever. Great attention to detail and timely service. Rich is knowledgeable about bikes, gear, trails and training...excellent resource!

Just bought a road bike there. Great selection, price was right, service excellent.

y fifth time coming to this shop, I decided to get my bike tuned up. I bought a bunch of parts for dirt cheap and needed help installing them, so I gave them to GBB to do so. I was told that it would probably be about $100 (I expected like $120) to install these parts and add new brake cables.



I received a phone call saying my bike was done, which was faster then I thought (about 24 hours or so), but he had some bad news. Apparently, he broke my new brake caliper I had brought them to install. Now, I thought he might not get it installed because it was of an newer design (my bike is OLD), but he broke my new bike part that I could have used for my OTHER bike. In my head, I thought "that is fine, mistakes happen" even though I was upset. The total then came out to be $150.



After being a tad upset that the price was more then quoted or expected and also being upset that they broke my part, I became frustrated with the fact that he sounded as if he had no remorse about breaking the part. No apology, just "that's how it is".



So when I go to pick up my bike, I paid the total without disputing what had happened since the kid who billed me out probably had no idea what was going on. HOWEVER, the owner of the shop was sitting within 10 feet of him and treated me with such disrespect. No apology, no explanation, just a bill.



I can honestly say I will never go back to this bike shop, especially since there are a plethora of other shops to go to. In a capitalistic world where cash is king, I expected some sort of concession for my troubles, like a discount on the labor they used to break my parts. Everyone except for the owner had a good attitude there, so I give them that, and they had a great turn around time, but that lack of customer service is unquestionably wrong. I've never met an owner be so elitist.

If you have to take your bike here for repairs, I suggest that you photograph every inch and part of your bicycle. They may change out a part that they will tell you needed to be replaced for concern of your safety not that they replaced the part with a cheaper made in China part without giving you the option to check other shops and see if the repair is really necessary and over charge you for a sub-standard part that probably did not need replacing..