A disheartening experience for both MacTalla and I--a new customer. I will only state the facts and remain objective--(what I see, hear, touch, smell, or taste).
I dropped off my bike to have a rear flat tire fixed, but I also asked they investigate a clicking sound. After a few days, I received a call and learned that there were several issues with my bike. I was quoted approx. $250 for the parts. I was conflicted but safety was paramount to me and for Mactalla, too. So, I gave my authorization knowing I was going to incur an expense well beyond the cost to repair a flat tire.
Approx. a week had passed, and I called to check in. I spoke with George. He said to come the following day to pick up my bike. When I arrived, the bike was not ready because they found another issue that required an additional part. I was told that this specific part was needed for all the other installed parts to function at 100% capacity. I could have declined and chanced on whatever capacity my bike was capable of at that point. But my safety was #1, right? So, I authorized them to proceed. (Now, some of you are probably thinking what a fool I was at this point. Sorry to disappoint!) Furthermore, they had to source for the part because of C-19 and high demands on bike parts. I get that this would delay the work even further. Miraculously, a part was found a few days later.
At last my bike was ready! Total was $402.00. (Yes, I know, I could have bought a brand new bike! Again, sorry to disappoint!) I tested the bike on the side street and noticed that the rear tire was softer than I would have expected, but I trusted that they fixed it. Also, I didn't want to return because of fear of incurring more expenses. However, two days later, I took my bike out of our apt. bike storage and rode less than two blocks until my rear tire went completely FLAT--I wanted to cry. I called and they said that they would fix it on the spot!
After their inspection, they found a piece of glass. I may have run over it, unfortunately, or they may have missed it during repair, they said. Regardless, it will cost $20 plus labour and taxes. (Okay, readers, I hope what happens next will make you slightly proud of me.)
To summarize, my partner basically gave them the "What for!" (Sorry to disappoint that it was my partner and not me.) Their escalating conversation took place outside the entrance. Basically, we didn't want to pay again for the additional cost to repair what was the initial problem to begin with--a REAR FLAT TIRE. We had just spent $402.00! After 20-25 mins, the owner signaled his staff to return my bike and the tire was fully inflated.
Two days later, I went to check on my bike in the storage, and the rear tire was FLAT.
(As you can probably guess after this, I am not a confrontational person. Some may think I got "ripped off"; others may think that it's partly my fault because I didn't stand up for myself.) Do I ask for a refund for the amount that I paid for my tire because it is still flat? No--here's the reason...
I am a long-time customer of numerous businesses in the lower mainland. They provide me with guaranteed service and compassion in exchange for my loyalty and referrals. I paid Mactalla money in return for a bike I still can't ride. They may have taken $402 from me, but that's all they are going to get from me in my lifetime.
Going forward, I will request for a total quote before I authorize any mechanic to repair my bike. The quote must include the following: cost of parts, labour, and taxes. Bring that quote to another bike shop and compare. For ME, the deciding factor is not who is the cheapest, but who have earned my trust and, in return, I'd be their long-term paying and loyal customer. Thank you for reading. read more
