Mill Race Cyclery — Local services in Geneva Township

My husband and I decided we were going to get e-bikes. We did some research and decided we wanted to get Aventon bikes. We did some research and found Mill Race Cyclery was the largest dealer in the area. We came from Orland Park to Geneva (58 miles one way) to see the bikes. We decided to buy from a local store than from Aventon direct because if we needed service or had issues, they would be able to help. The bike I wanted was not in stock so we ordered them on June 29. Unfortunately, they did not have a small Level 2 in stock for me to try and ride it, but Bruce said he would let us ride the Pace bikes as rentals. We made our reservations and came back the next week. We loved how the bikes rode and decided to upgrade the seat and handle bars on the Level 2 bikes. Of course, while we were on vacation, our bikes came in. We were not able to pick up the bikes until August 3. Aventon had a special going on that if you bought a bike before July 31, you received an extra battery for free. We were told not to worry about it because we ordered the bikes prior to that. After buying the bikes, we were told to make sure to get our free battery on line and only had 14 days to do it. I went to sign up for the battery and they wanted the receipt. Because I did not have the receipt from June 29, I called the store and asked them what I should do. A little while later, I received a text from Bruce stating that he would be contacting his Aventon rep. He texted again stating they would be calling me shortly. About 10 minutes later, they called!! Mill Race sent them all the information that was needed for both bike batteries. The rep just needed our mailing address to complete the deal.

I would like to thank Chris, Andy, and Bruce for all the help they gave me. This is why we purchased a bike from a local dealer and not directly from the company. You don't get this kind of customer service directly from the company. We do not regret purchasing our bikes from Mill Race. Thank you again for all of your help!! We...

Actually five stars for the shop and the staff one star for an individual who is in manager or ownership. Two weeks ago bought two electric bikes came to a little less than three grand because of life lol and new jobs we haven’t really had a chance Arena first time out the batteries were still charged PRETTYMUCH my wife’s bike was dead. Quick call to the shop 10 minute drive and we had a brand new battery as should be. Fast forward again not on the bike I decide let’s charge this battery so when I get on it I can actually go somewhere . Defective charger Reds lights flashing. Call another low level employee picks up the phone says come on down. I get there and I enter a conversation and the result of that was the person was going to order a new charger and I have to wait for three weeks. I informed him that that is not how it’s going to be resolved I said you’re a company has a Set a precedent they’ve set which is very good taking care of your customers you evidently don’t know how to do it. I asked what his position was and he said I’m a manager I said well you’re not a very good one I’m sorry but that’s the truth I’m not leaving here until you make this right. As a semi retired person with lots of time on his hands I proceeded to tell him what I would do with the picket signs at the entrance of their property . Five minutes later I have a new charger in my hand which is how it should be. Good sir if you were reading this you were in the wrong business this wasn’t a month or year two years was less than two weeks after sale on bikes that are not even been driven a mile . I suggest reading some books or Norstrom’s or Southwest Airlines I could name them more but I think you get the idea change, retire, find another line of work or just walk...

About a week and a half ago I dropped my Lectric XP 3.0 at Mills Race Cyclery for a tune-up. The bike had 60 miles on it, and the manufacturer recommended a tune-up between 50 to 100 miles. I also asked them to investigate a squeak in the rear brake. When I arrived home from picking up the bike, I discovered several scratches near the rear brake, and the squeak was still present. I promptly called Mills Race Cyclery, informing them of the damage and squeak. The representative remained polite, however his questions focused on the inability to prove the damage. In regards to squeaking brake, he offered no solution to it. What is most disappointing, the representative never asked to see photos of the scratches nor offered any opportunity to resolve them in-person.

9/17 Update: Bruce from Mills Race Cyclery left me a voicemail message on 8/31, and when I called, he was busy with another customer and took a message. A week went, and I didn't receive any callbacks. When I called the shop a second time and asked for Bruce, he didn't recall the original purpose of his voicemail message, and so I walked him through my recent service experience with his shop. Bruce also remained polite and offered some options for the squeaky brakes, however he followed the same narrative that was used in my original call. A wealth of time would have been saved, if Bruce would of merely asked for my method of proving the damage instead of representing the pursuit of the truth. Throughout the whole conversation he never voluntarily asked to see the pictures of my bike which speaks to his...