Enroute Bike Service Studio

No parts and tried to upsell a 1.3k replacement for a $20/30 part. Went to get my bike a tuneup. Was ok to spend $200/300 on that if needed. I have a 5 year old giant defy advanced 1 with ultegra setup. Decent starter/medium bike. First thing the owner said when I came in was no we don’t have parts for that. Interesting as they could’ve put on their website, please check your bike with me before wasting your time to come all the way over here. I actually did cuz yesterday I called after I made the appointment and mentioned the type of my bike and the guy said come on in. Because of delays due to covid there is a big shortage for bike parts so that might be completely honest comment but yeah to make the comment straight after looking at bike was a bit of a surprise. He did take the effort to take a look at the bike and said I needed rear brake pads on my trp spyre mechanical disc brake but he said he would not be able to get the parts for it. Since brakes are kinda important I said well I need brakes and what are the alternatives? So we got talking about replacing it with a hydraulic dura ace brake kit that costs $1.3k. It was nice of him to entertain that thought but if this would be a more practical place he should’ve said well ya know there could be also some after market pads that could work. After a quick google at home I saw that the standard Shimano b01s resin pads fit on my disc brakes apparently and pads are freely available online for ordering and cost about $20/30. Of course in a city where housing is so expensive and 5k+ bikes are normal, getting up sold on a lot of stuff is evidently normal too. I think they probably have a really good mechanic and they probably will deliver a good quality tuneup but after hearing the guy go on about the dura ace brakes I thought hmm probably better off somewhere else. So if you’re like me and just need a decent/good tuneup instead of the super high end it may be better to look elsewhere.

TL;DR: Rude, derogatory customer service and horrible communication. The full story: I'm a decent home mechanic, but made an error with internal routing and don't own the special tools to repair that mistake. Brought my bike to Enroute after asking Giant for service, but being turned away because their wait time was greater than 2 months. First problem was trying to book an appointment for custom labor - they have no option for this on their website. I e-mailed to clarify that the service was offered and they told me to book the generic "comprehensive tune up" appointment, which I did. When I showed up to the appointment to drop off the bike, the mechanic/salesperson greeted me with "tune up?" which threw me off, given that I had been e-mailing back and forth several times. I clarified my issue and asked how much it would likely cost. He said it would likely be 1-2h of labor (at $100/h) + parts which seemed fair. 2 weeks later, I received an e-mail confirming my bike was done with a charge for 3.5h labor + parts (totalling $400). I had never been contacted and had never been contacted about this discrepancy ($200 more than what I had been quoted). When I explained that I had been quoted for 1-2h of labor, the head mechanic then proceeded to accuse me of damaging my bike severely and tried to mansplain how much work it had taken him to fix the issue. He told me I should be thankful that the service was complete because "not many shops work on this kind of thing". He also told me that the verbal quote I was given when I dropped the bike off was irrelevant because "there is no way it would take 1-2h" and "that's just what that guy said". I was offered no apology and after I asked again about the cost, he told me "why don't you just go test out your bike". I was disgusted with my experience and will never go back, nor should anyone else.

Let's just say less than honest. Shopping for a new Ultegra groupset online on a Sunday and came across this outfit. They claim to have exactly what I'm looking for. Website says "all parts are in stock now! Proceed to checkout! " And "two to four day international shipping!" So, I'm thinking if I order this now I will have the parts no later than Thursday, I can build up the bike and ride it this weekend. So, Enroute hits my credit card for the full amount right away, then starts in with the emails. First one says ehhhh we don't actually have the crank you ordered and paid for...but we will soon! Next one says ahhhh, we don't actually have the rotors that we said we had and you paid for, but we do have these more expensive ones! Send us more money!! Third one says I owe them another $84USD without explanation. Send us more money!! Ultimately I did get the parts (except the rotors) but it took nine days instead of the promised two to four. Basic bait and switch. So, buyer beware, don't count your chickens before they hatch, if it sounds too good to be true it probably is, etc..

If I could give zero stars, I would. The customer service was very disappointing. I went back three times as I had appointments to be told hey were too busy, they took walk ins over my appointments. The bike mechanic told me there was two major things wrong with my bike but needed another employee to explain what was wrong to me, why couldn’t the bike mechanic explain it? I confronted the manager about my experience and he told me if I wanted good customer service to go elsewhere - that is exactly what I will do, thanks for the advice :)

A nice boutique bike service center on the West side. Some seriously nice kit, a good supply of bike consumables and a nice clean/professional shop. Coffee & baked goods in the other half of the store are sweet too. Highly recommended.??

I've been to Enroute for a few services now, and each time I have left very satisfied and happy. They have done my wheels, cockpit and general maintenance. Top notch customer service and quality work done in a timely fashion. They also have great coffee and snacks.

Unacceptable negligent service and lack of communication. This bike shop did some work on my bike. In the course of their work, they didn't even notice major glaring serious safety issues and defects with the bike, for example: my front rim was for disc brakes only, my carbon fork had a crack in it, among other issues. They sent me along my merry way, not even pointing any of these things out to me (even though I had expressed concerns about the state of the bike from craigslist). Because of this, I didn't even know my bike had serious safety issues for over a year, before I went to another bike shop, whose staff were dumbfounded at the safety issues upon an immediate look, without even doing any service. I could have been seriously injured. On top of this, I tried to give the shop a chance at addressing my concerns, but they said they would look into something and then never followed up. The manager also interestingly pointed out that their shop charges more because of their 'meticulous attention to detail'. It seems that a shop that can't even spot glaring safety issues on a bike when it does service has anything but attention to detail. It is no answer that I did not pay for an apparently $200+ inspection for the service person to catch apparent safety issues that could result in someone's injury or death. Other shops caught the issue without even doing any service, let alone a $200+ inspection for 'meticulous work'.

if u looking for shop with attention to detail when they are working on ur bike or getting new components , Don't hesitate to call them ,u not going to be disappointed 5 stars on all services Thanks to Sebastian and his crew !