e-bike of Colorado — Local services in Louisville

Final review update: We had some friction when dropping our bike off for service and it seems there are some internal challenges with the appointment system and some bottlenecks for the service department… ended up talking to Nick the owner who is an awesome dude and really cares about his customers and his business. While I experienced some challenges I think management is genuinely receptive to feedback and they are still trying to figure out a system that works with the volume of service demand in the summer. I stand by my last statements to be in contact with Perry or Nick about any issues as they are eager to do what they can to support their customers. Thanks guys. Update to my review below: The manager Perry reached out to me and was able to get me an appointment within a few days! Very happy with this outcome. Like I said below the people here are great and it sounds like they are looking at changing the policy. Definitely support these guys and if you run into issues call them, it seems they are happy to try to work it out! Good on them, support local 🙏

Original three star review:

Honest review - I like these guys, we’ve bought 2 bikes from them and they are always great to work with, the people that work there are super friendly and helpful and it’s always great to support local.

Three stars because the service department is frustrating to navigate and their business model around this is not very customer friendly, when you buy a bike you pay a $229 for a “membership fee” which they sell as a great benefit because it includes assembly and free tune up at 250 miles and 20% off future service and parts.

We ride our bikes a lot and now one of them is up to 1k+ miles and really needs a tune up but in order to get a tune up we cannot make an appointment and have to come and drop the bike off to be added to the queue which will take over a week to complete. Did I mention we ride our bikes a lot? One week without it is incredibly impactful to our lives so I’m feeling pretty frustrated because between two bikes we’ve paid over $450 in membership fees and we’ll need to get a tune up somewhere else so that money I gave them for cheaper and faster tune ups is basically useless.

I guess the other option is to wait until winter when we can’t ride the bike as much but it really does need a tune up bad so will probably end up spending more money at another shop to get it serviced in a timely manner. Very frustrating. I love that they are busy and business is good but this kind of wait time as someone who relies on this bike for transportation untenable.

Also I want to add that not having appointments available to paying members is unfair given they do offer appointments for the first free tune up so it’s within their capability to do so and prioritizing new members over long term loyal members just feels icky.

If you’re getting a bike from them I would consider this carefully when you sign up for the membership…. I do know it covers the cost of assembly too but it still feels a bit like a bait and switch because the accessibility of long-term service was not made clear enough during the purchase and even with the week wait and the discount it’s still over $100 for the tune up.

I hope this can be fixed in the future as I would happily change this review to a 5-star rating and would be a long time loyal customer if only I could get a tune up...

Update 7, 14 2021. Just spoke with the Sales manager after he read my negative review here on Google. Guess I can not have a TRUTHFUL and HONEST review without being treated poorly by even the manager. Stated he has left me several voice messages about me having to come back in to have my card scanned in store for the refund. He did not - he spoke with me in person ONE time on the phone about that (as stated below in my review). Guess I will have to make a 4th trip there in order to get my refund. I am a Navy Veteran very educated and knowledgeable person yet have been treated like I am an old person who they want to vet out of their customer base. Very very poor service from the Sales Manager down. Shame on you. Went in on May 21, 2021 and ordered an IGo Berry White for a total of $3008. This included tire upgrades. The bike was to be delivered 3 weeks later. It has now been 8 weeks and no bike. I have been in to test a couple of other ebikes but did not like them so I requested a refund. Since requesting my refund, which they assured me was "no problem, we can give you a full refund" I have received the runaround for 3 weeks now. They even stated that "my credit card" would not allow them to credit me back the money unless I once again went in for them to scan my card. I spoke with my bank and they stated that is not a true statement and that there is no reason my card would not accept a credit in that amount via phone, scan or in person visit. I have wasted so much time trying to get the money they so quickly took from me and so slow to return, that I have now placed a dispute on my card for the amount I paid 8 weeks ago and have not received a product for. I again spoke with someone today to discuss this with an owner or manager, to ONCE AGAIN state that both the manager and owner we helping "customers" and could not talk with me. What the heck am I?? Now a former customer that is so unhappy that I will make sure everyone I know hears of my experience and will spread the word of the horrible customer service received from Ebike of Colorado in Louisville! Ebike of Colorado is very quick to take your money but so slow to return it when there is an issue. I still have not received my money back from not receiving they bike I ordered and will not hesitate to file a small claim in court if need be. I am so very disappointed and feel taken...

Quick Update:

These guys are still great! Went in this past weekend (as of this writing) was steered in the right direction for getting setup to repair my dog’s bike trailer tires. The repair person could have totally quoted me at the highest price point but gave me three basic ideas for the fix. I really appreciated his honesty.

Just wanted to give a quick shout out to the good people of E-Bike of Louisville for superb service and proper guidance with making an e-bike purchase.

First, I bought my e-bike two years ago from this review. I got the Aventon Pace 500 v2 model and opted for the $200 (I think that's what it was) tire upgrade. I opted to get it because I ride my bike on a trail with a lot of goat heads and have dealt with more than enough flat tires on my old bike that I was open to spending the cash to see if it made a difference. Well, two years later, a ton of miles later, no flat tires. I would def recommend the tire upgrade even if it stretched your budget a bit. It's a great deal two because I think if anything happens in the first few years, they replace the tire and redo the setup. Call and confirm tha though.

I just had my bike get a tune up and had another great experience with the bike tech. He was super thorough with my bike and tune up. Whatever he did made a difference and it rides so much smoother and the breaks are super smooth again.

In prior to buying my bike I went to a bunch of different bike shops, and everyone was great at the different chops, but I felt good settling with E-Bike of Louisville because the fielded all my newbie questions with grace and didn't get annoyed. Hahaha! I ask a lot of questions before making a big purchase.

I def recommend them if you are in the market. They also were not pushy about trying to make a sale. It was basically, "What are your biking needs? Here are you option. Let me know if you want to take if for a test ride or have any other questions." I...