In Gear Cycling & Fitness — Local services in Swatara Township

I had been in this store many years ago and got a weird vibe even back then. I reached out this time because I have a Stages SC3 stationary bike that needs to be repaired. I initially sent a message via Facebook on Saturday evening, April 6th, not expecting a response until Monday. I was pleasantly surprised to get a response back that same evening indicating that yes, they would be able to help me. I called on Monday, April 8th and spoke with a really pleasant man who took down all the information and he told me the person who does the repairs was out that week but that I would hear something the following week. I did not hear anything at all the following week, so I called in again on Monday, April 22nd. I spoke with the same pleasant man who I initially spoke with and he said he had forgotten to take down my phone number so they were unable to call me back. I told him it wasn't a problem at all and that I hadn't realized he didn't ask for my phone number, either. He assured me I would hear from "Harry" that afternoon. Guess what? Nothing. I called again on Thursday, April 25th and after the call dropped while they were trying to transfer me to Harry, I finally got to speak with him. Talk about horrible customer service. He told me I'd have to bring my bike in, so I said it was a stationary bike and I have no way to bring it in. He then snarkily asked me how I got it in my house. I told him I was frustrated because I have not been able to use my bike since the middle of March because I was trying to get in touch with Stages first, without success. Harry acted put off I even bothered him. He said he'd have to figure out a time to come get my bike but did not give a timeframe when I might hear back from him. He also said I had "fallen through the cracks". At this point, I was pretty disgusted and not even sure I want to have him look at my bike. I haven't heard anything from InGear or Harry, so I sent a Facebook message on Tuesday, April 30th to see when I might hear something about getting my bike repaired. The message has gone unread, so I guess I have my response. Here it is, Tuesday, May 7th and I'm still unable to use my bike and am trying to find somewhere that is willing to repair my bike. I wanted to support a local small business, but apparently customer service is not a priority for this business. Save yourself the time and aggravation and go somewhere else if you are looking to support a small business that gives a crap about customer service. Should something change, I will update this review, but I'm not...

I'm new to the bike world and purchased an electric bike a little over a year ago. My first time in the shop was because of a flat tire. My boyfriend tried to change the tube but because it's electric he ran into some issues. When I got to the shop I was talking to the older guy and he looked right at me and said " what idiot tried to fix this tire" shocked I just kind of looked at him he then said "tell him to never touch a bike for the rest of his life." I left the bike there for a few days and they fixed the tire. It wasn't too long and the tire was flat again. I called to bring it back in and when I arrived I was greeted with "oooooh noooo, it's you again, if I would have known it was you on the phone I would have said forget it" This time we argued a little because I couldn't believe how rude he was. I ended up leaving in tears but left the bike because I didn't know where else to go. They fixed the tire and gave it a tune up but when I got it home it was in worse shape. The ride was not smooth at all and something was rattling. I called and was told without seeing the bike I can't tell you anything. I found a lose screw and tightened it and that fixed the rattling but it was still a bumpy ride. Before long the tire was flat again! My brother took the bike over and was told the tube they put in the last time was way to big and whoever fixed it actally rolled the tube up to fit it in the tire. So I called to see if it was going to be fixed for free since it was their mistake and i was told the tube would be free but I still had to pay $35.00 for labor. Well if they would have fixed it right the first time their wouldn't have been any labor. I think at this point im going to make a complaint with the BBB and the attorney general! The older guy is more rude and ignorant then anyone i have ever met in my life and i should have NEVER had to pay for their mistake! Its really sad because i refuse to go back there so now ill be inconvineanced when my bike needs worked on. The last time i got the bike back from them the seat was re-adjusted and i almost fell off when i stoped at a stop sign. Why does the seat need re-adjusted to change a tire? Poorest company i have ever dealt with. They surely dont appreciate the business people bring and the older guy needs to either retire or change his tampon cause his attitude/personality SUCKS! I would not recommend going to...

From Frustration to Five Stars: A Lesson in Bikes and Customer Service

I started having issues with my bike while riding up the Bullfrog Valley hill trail—it began "clunking" badly. I kept pedaling hard, but my friend noticed the chain was "jumping and sticking," and even saw a cog or gear fall off the back wheel. Clearly, something was seriously wrong.

I brought the bike into the shop, and they offered to replace the fallen cog/gear and do a full tune-up for about $100. A few days later, I picked it up. Everything looked great: new chain, freshly lubricated, cleaned up from mud and dirt.

But the moment I rode it—literally 15–20 yards down my driveway—it started clunking in exactly the same way. Frustrated and disappointed, I had to wait another 7–10 days for a day off so I could bring it back in.

When I returned, I told them I didn’t understand why I paid $100 when the problem was exactly the same. At first, the repair person responded in a way that felt accusatory and argumentative. But as we talked, I started to realize a few key things:

He likely interpreted my frustration as blame, even though that wasn't my intent.

There’s a lot about bike mechanics I don’t know, but that he deals with daily.

While we were having this awkward conversation, he never stopped working on my bike.

As tensions eased and we understood each other better, something unexpected happened: he gave me a hands-on, real-time crash course in what was actually wrong with the bike. He patiently explained what I had misunderstood, showed me how the components worked (or didn’t), and ultimately fixed the issue completely—on the spot, in under an hour.

What began as one of my most frustrating customer service experiences turned into one of the most impressive. Not many businesses have people who can turn that kind of situation around with skill, patience, and grace.

Five stars for not just repairing the bike—but for repairing the customer...