Trek Bicycle Houston Memorial — Local services in Houston

My wife bought a Dual Sport 1 on wednesday 2nd, for a sale price of $599. (regular price $749.99). She got home and I start checking it out. I don't know anything about the part of the bicycle but you can see in the picture a really big scratch. We took back the bicycle the next day thursday 3rd to exchange it for a non scratch one. They only had a silver Dual Sport 2. Price was $699 (regular price $849). Dylan told us that he can receive the red DS1 and give us the DS2. We made sure that we didn't have to pay anything so we asked him twice, we DON'T have to pay the difference right? He said clearly NO a few times. Ok in our mind we were happy because it was a newer bicycle for the same price. Than this guy comes at us (mexican tall guy with long hair) saying that we have to pay the difference around $110 and with a very rude mood. The same guy who sold my wife the bicycle that was very happy and attentive that day selling the bicycle and explaining everything the next day was very rude to us. So either you pay the $110 or you get a discount for the scratch $40 off. We said this person "dylan" told us that we can take the DS 2 for the same price now you come to me with this WOW. After arguing for a few seconds he than leave and literally yell at dylan ok give it for the same price and he was mad very mad. So poor customer service, the problem wasn't us, his problem was with his partner. I think dylan made a little mistake because he got confused for the prices with the discout and thought it was the same price. We also talked to dylan and ask him, hey we don't want you to get you in trouble we can take the same DS1 and wait for the arrival to the store no worries and he apologies and said no worries you can take the DS2 for the same price. This mexican tall guy and long haired walk trough us with a mad face even not doing eye contact with us when asking for our receipt but the day before way more sweet when selling the bicycle HAHA. Very very good customer service for dylan. Really bad customer service for the tall guy with long hair. After this my wife decided to test the bicycle in the parking lot outside of the Trek store. She loved it but the rear brake did a weird sound when breaking so this tall guy again was outside of the store and I gently ask him why is this sound? He responded "it may be because of the condensation inside of the store give it a 20-30 minute ride here at the parking lot and it will go away". Who is going to give a 20-30 minute ride in the parking lot in the middle of the day with the heat of houston with casual clothes? So we left the store. Later that day my wife got to ride her new bike in a park for 45 minutes and the weird brake sound still doing it. So almost a $700 bicycle, trek top 3 brand of the word and a poor customer service. I thought it will be a better experience with you guys. We are taking the bicycle to another store because I could not imagine getting there and get help by this guy. He will throw me the bicycle in my head. Dylan Excellent...

I went twice, the first time I went by myself, and recieved great service and help. The dude was patient and chill. The next time I went with my friend and it wasn't as smooth. I am a polite person , conduct myself properly in Public and around strangers, as people should or whatever. I did see the previous employee who helped but they were working on something else so I encountered a different employee. Started off normal, asked me what I needed help with and i told that a bike I dropped off yesterday was ready for pick up. The previous day, the employee who initially helped me told me that for smaller services they require us to pay same day it's their policy , which I Did pay ... so when I came to pick up I assumed they knew the bike was paid for. The dude helping on my second trip started acting funny when my friend asked for the receipts, he kinda pulled it from her, looked at her like she did something wrong, and was like I can give it to you at the desk... I didn't think nothing of it, because I had the other copy but as we were walking out he raised his voice like " hold on, are yall.gonna pay for that, did yall pay for that". As if we were trying to bike n dash, despite paying the previous day. I had to walk to.the front desk , people looking at me like I DID steal. He then proceeds to look me up.and down., which i dismissed at first because i wanted to double checked and yes he was looking at Me as if I was stealing. Like that side eye people give to leave the impression of " you thought". After scanning the receipt he is like " oh ... you did pay...." I don't like being accused or alluded to a thief. You could've scanned it and quickly realized it was paid for... or even read the receipt but he was too busy watching my friend walk.out with what he assumed to be a stolen bike. Never read the paid receipt. was it because we were Mexican and African American? Was it their a mostly white audience in the store that heightened their assumptions, Idk I won't go to.that location again...

My experience with the store resulted in broken trust and the end of two decades of purchasing Trek bikes.

Purchased a fairly expensive bike from this store, during the sales process was told it had features I would later learn it didn't. Bike broke down the first time after a few hundred miles and spent several weeks in the shop, was promised certain parts would be replaced, only to learn when picked up they weren't.

Bike broke down again on first ride after repairs with parts falling off of it and back wheel locking up. Brought back to store and wanted to return unit as I felt it was a lemon and not fit for purpose. Was offered an equivalent replacement to be picked up in a few days and shown the exact same model that I had, but when I went to pick up the replacement the model that was given to me was a lesser quality unit. Ultimately asked for and received a refund, but it was in the amount of the replacement bike and not the original shorting me about $50. Separately I had to eat other costs including accessories and upgrades I purchased for a bike that I no longer own.

While the manager of this store and the staff was friendly and every opportunity was given to allow them to resolve the situation, promises were consistently made but never delivered upon. Because of the pattern of these events I could no longer tell if circumstances arose to cause this store to be merely incompetent or if they were being strategically dishonest. For this reason I decided to walk away and also why I am posting...