I stumbled upon this company by some sort of search engine hijinks...I had typed in "Velofix" and the first entry to pop up on Google was "Velotooler" and the spelling was similar enough that I clicked on it carelessly while doing something else, and then I stupidly assumed that Velofix must have renamed itself. Boy, what a mistake that was. The website looks good, there is a nationwide map showing where the mechanics are available, and I found one within 15 minutes of the suburb of Boston where I live. I was pleasantly surprised to find that as per website, said mechanic was available within just 3 days (Velofix has much longer wait times, can be 1-2 weeks on average) and the service (tune up of an e-bike) was actually $30 cheaper than what Velofix wanted. Wonderful! Or so I thought. Alas, that's about where the "wonderful" part ends. First off, the damned website is glitchy as all hell---after I create an account and submit all my details (address and CC info), I hit the "Pay" button...and nothing happens. So I double-check that all my adblocking browser extensions are turned off, reload the website, and do everything all over again. Same result. Over and over again. I even try using a different browser (Chrome) and again, no luck. So I hit the "Chat" button to get help from Velotooler. Got a live person after about 30 minutes, during which time I had left my computer, so we proceeded to play chat-tag for a couple rounds. She later sent me an email follow up the next day: said sorry, but I needed to first use their "Add payment" link on my account before placing the order. Which I did, but the same thing happened...screwy website took all my info, then on the last page where there was a final "Add payment" button, again nothing happened upon clicking. At this point, Velotooler's "help" person who had been helping me simply ghosted. Now mind you, I had been totally civil and polite the whole time, never cursing, blaming her for the problem, or personalizing it. Lo and behold, I suddenly had an idea...why not try the god awful Microsoft Edge browser! And so I did, for the perhaps second time since it was foisted upon my PC. And praise da good lawdy lawd, it finally worked...payment info was finally accepted, and the work order finally went through---just "pending confirmation" from the mechanic. Problem is, a full 24 hours later, my requested appointment date/time had still not been "confirmed" by the mechanic. I sent a further chat request for help. No response, not even an acknowledgement of receipt. Another half day later, I get an email notification from Velotooler that my appointment had been cancelled and that my credit card would be refunded. With zero explanation, apology, and or any actual human response from any Velotooler support staff. Ergo, it's clear to me that Velotooler is just not ready for prime time yet. They are obviously a half-baked amateur operation, probably understaffed and underpaid, and the staff clearly under-trained. And the website designer should get a good hard kick in the ass right out the door. I'm going back to Velofix, even if I have to wait a whole week for the next available appointment and pay a little extra dough. The only reason I am giving them 2 stars instead of 1 is that they did issue a prompt refund (will have to check my credit card to make sure it does go through, my confidence in these people is pretty low as you can imagine). read more

These guys do an excellent job of screening for top-notch mechanics. Their prices are fair and the service is fast and friendly. All their mechanics are insured and licensed which is important. read more

This is my opinion and I have read the other reviews. My mechanic was on time, organized, neat, and tried very hard to repair my new bike. After about 1 hour he called the company and they quickly decided to ship me a new ebike. I am excited to ride it! I am please that the communication between Velotooler and Natko has been excellent. If you call you get a live person, you can track your info on the web page and rate these folks as you wish. I am very happy with the response and company and recommend you give them a chance. read more

Super friendly, very knowledgeable and very efficient. Would highly recommend to anyone!

Brought my canyon bike to boston with me and called these guys last minute. Good prices, and they came right to the airbnb I was staying at. Definitely recommend them. read more

Scheduled an appointment and prepaid. No one showed up for appointment. No call or email. Left messages with their number and emailed. Do not recommend at all. read more

Waste of time! it's a joke? Or just to get my personal and credit card info?! I requested an assembly from box service. The mechanic never came! They just sent an email and told me I will be refund within 10 days..it's been 14 days and still no sight of my money!! seriously?! read more

I as well contacted velotooler as was recommended by ride 1 up. It is a very odd business model, as you can not talk to anyone prior to paying for a service. I thought if ride 1 up was recommending them, it must be legitimate. So I paid my $99 in advance for assembly and tried to contact the mechanic and was told he would call me. Of course this is all by email. That was 3 to 4 weeks ago and no contact. I emailed back to velotooler and they said they would contact the mechanic. That was two weeks ago and no contact. I have emailed and called velotooler multiple times since with no response. I contacted ride 1 up and they could not get ahold of velotooler either. I have requested a refund of my payment multiple times and have received silence, crickets. Their website says you can cancel anytime prior to 8 hours before your service for a full refund. I am 2 to 3 weeks ahead of my appointment so clearly within their stated policies. Again no response. I would avoid this company as they have the most abysmal customer service. I am hoping not to have to do a charge back on my credit card to get a refund read more

The mechanic was on time, friendly, easy to talk to and went above and beyond..leaving my bike not just repaired and tuned up, but really clean and looking great. read more