I called Wheel Works first to ask if they were able to spoke my 19" rim to a Honda XL front hub. Understandably, they said they would have to see it in person, so I drove over on July 2nd, as Wednesday is my only weekday off work. Upon inspection they told me they would be able to re-spoke it, quoted me out on a price, and then notified me that the work would most not likely be done until the following Monday, as it was a holiday weekend. Fine, that was no big deal. I was told I would receive a phone call.
I called Tuesday to see how it was coming along, after not hearing anything, being sure not to be pesky. I was put on hold for a while until they returned to tell me that the rim/hub had been placed in the wrong section of their shop and that they hadn't gotten to it yet. No big deal really. I was told they would get to it that day and have it ready by Wednesday (the 9th) Sounds good to me.
I was in the area Wednesday and decided to call and see if it was ready for pickup, but was told that they hadn't gotten around to it. "We'll get to it today and have you all wrapped up by Thursday. You're the next in line." Was what they told me. Well...I guess that works? "We'll give you a call." Ok.
Thursday passes, as does Friday, Saturday and Sunday. No calls, and I'm aware they are closed on the weekends. The lack of communication is becoming irritating.
I call them Monday morning (the 13th) and ask about my rim/hub. Put on hold again for a good 5 minutes. Finally told that they weren't able to get to my rim, but that I was (again) next on the list and that they will be able to have me out of there on Tuesday. Well, I have Wednesday off, and I'm becoming irritated with being told multiple times it will be done on X day. I tell them I'll be by on Wednesday to pick it up. They tell me it will be ready for pickup.
I walk in Wednesday to pick it up. The gentleman helping me has to look around for a while and ask his fellow workers about my rim. A while later, and after looking through all the finished rims they have, he finds it hidden under a desk. He places it on the table and says to me, "I guess we had some trouble with it and broke 2 of our tools on it in the process." Upon inspection I notice that 2 of the screws holding the right side spokes on the hub are stripped, and one has a drill bit stuck in it.
At this point they are ruined beyond being able to use a screw extractor, and are as good as stuck in my rim, causing the plate that holds the right side spokes to only be able to be held on by the remaining screw or two.
I stare in disbelief at what I'm seeing in front of me. Still amazed, I inform him that I will be taking my hub back before there is any further damage and that I would like my other rim back as well. He has to look for minutes before he even finds the rim that I had asked to have swapped on.
I am now left with a rim that has been professionally ruined. It is useless to me now, and I have to scramble to find another one so that I can complete my project by the deadline. This is some of the worst service I have EVER had the displeasure of receiving, and would highly caution anyone who read through this review to STAY AWAY.
I understand being busy, having mechanics out, holidays, and even running into problems that were unforeseen. Believe me, I work at a small business and deal with issues such as these on a daily basis, and never, I repeat NEVER, would I ever have the audacity to lie to a customer over the phone and straight to their face. What do I have now? A ruined, useless hub and a rim that I still need swapped. I called a competitor and informed them of my experience and they told me they could have had that job done in 2-4 days. I don't know why I didn't just do that to begin with. Sigh.
Long story short, I would rather extinguish a campfire with my face than do business with Wheel Works again. Very disappointing.
Oh, and if you guys (Wheel Works) are reading this, I'd like to say this: I don't feel that I was rude or incorrect at any point during this ordeal, and regardless I'm sure you usually do good work as the other Yelp reviewers suggest. Everything I wrote is completely honest and reflects my experience. read more