11 Aug 2015
After 3 years of very satisfactory, professional, and friendly service from Niles and Matt(not the current Matt), who no longer work at Denver Bicycle, regrettably I write this very unflattering review, I've pasted correspondences between Bob Erb, the owner, and me during this past week. These communications do not include two phone conversations during which Bob profusely apologized for the ill treatment which i received and the failure to perform the requested repairs.
David, the mechanic who initially worked on my bicycle, told me, and my wife was listening, on 6 August at 1:00 pm, that if the bike were his, he would not spend any money to repair it. His thoughts on the repair mattered not to me, and he rudely and unprofessionally told me that. My bike has served me well and the amount of estimated repairs,about $200.00, mattered not to me.
8 Aug 2015
9:30am
Bob,
I called Denver Bicycle 2 minutes ago and learned from Matt that my bike, which I brought to your company on 25 July to repair per my requirements, now sits in "parts waiting" as described by Matt. David will arrive about 10:30 am this morning, and I requested that he promptly call me.
When I met with you on Thursday, 6 August, you promised me that I would receive my fully repaired bike on Friday, 7 August. That has not happened without a complete or reliable explanation. No one seems to know, or perhaps refuse to say, what is happening in the bike store.
The young woman who wrote the initial repair order told me that your company would complete repairs on 30 July. That did not happen. Then, on 3 August, Matt told me that the repairs would begin that day. that did not happen. Then, you told me that your company would complete repairs on 7 August. that did not happen. Now, 8 August has arrived, no one can provide a full explanation or provide me with a fully repaired bike.
I had brought my bike for repairs during the previous 3 years with full satisfaction by Niles and Matt. Your company has not lived up to my expectations or your previous good reputation.
I remain extremely disappointed with the current quality, promptness, and honesty of service.
Please immediately respond by phone, phone preferred,phone or e-mail.
Absolutely furious,
11 Aug 2015 email from Bob Erb below:
Mr. Lissner:
This email is to inform you that $350.00 of repairs were performed on your specialized bicycle at no charge to you. The staff is unhappy that it turned out this way but I am committed to concluding this transaction. We have 7 bicycle stores in our drive area that do a great job and a brand new Ace Hardware store as well. I would appreciate it if this would be our last transaction with you. Our business is as competitive as ever. I know our bicycle store has the most competitive pricing and that the hardware store matches Home Depot, Ace, Lowes and Walmart every step of the way. It is a long way of saying that our margins are tight and the $500.00 loss on this transaction with you is tough on the staff. The bike was ready for pickup at 1pm, August 10th and I was informed that you were called. We will check phone records to make sure that happened. I know you had indicated that you did not receive a call. We will chronicle this transaction for our files and copy you.
Sincerely,
Robert Erb
President
6420 Hardware Corp.
Standard Wholesale
Judge for yourselves, but I have terminated permanently my relationship with Denver Bicycle while Bob Erb owns it.
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