The Brake Room — Restaurant in Ontario

I made an appointment to have my bike serviced (with spoke tightening, etc.) for a Tuesday. I brought the bike in at 8 a.m. and Adam told me he would start on it at 11 that morning. Four days later, I sent a text to a number he has access to (he has replied using that same number) asking when my bike will be ready. No reply. I sent a text the next morning, a Saturday, and then, at 9:30 (they open at 7:30) I decided to take my bike back if they hadn’t started work on it yet, as I had plans for a dawn bike ride on Monday morning. As soon as I walked in, Adam said hello to me and that he was sorry, he’d fallen behind, but he’ll have my bike ready by the end of the day that day. I told him I would leave the bike with him if that was the case bc I had plans for dawn on Monday with the bike. He assured me it would be ready. I knew they closed early, at 2:00, on Saturdays (Adam didn’t mention it) so, having not heard from him by 1:50, I drove to the shop for a second time that day. I arrived in time to see the store being locked up for the weekend, and Adam had already gone home! My bike was upside down on a stand. I demanded my bike back. A phone call was made to Adam, who said to tell me my bike was actually ready to go, the tune-up I’d brought it in for “wasn’t necessary,” and I only owed $57 for a “safety check.” So much didn’t make sense about it. If my bike was ready, why was it still up on the stand, and why didn’t I get a phone call to tell me I could pick it up? Also, how could they say the tune-up I’d wanted wasn’t necessary? The spokes hadn’t been tightened, etc. Anyway, at that point, I just wanted my bike and to be done for good with this place. I paid the $57 for the “safety check.” I ended up not biking that Monday due to bad weather. When I actually went to ride my bike, 4 days later, I discovered that Adam hadn’t even so much as inflated the tires. I could squeeze the front tire (and it’s a fat tire) between my thumb and finger. He hadn’t done a thing to my bike. He had also sent me out with a dangerous bike having told me it was safe. I left a text on Adam’s number letting him know I’d like my money back, and why. He didn’t even reply. The next day, days after I’d paid them for the “safety check,” I went into the shop at 9 a.m. Adam was sitting down chatting with someone. He got up and said hello and asked what he can do for me. All I had to say was that I’d like my money back. He just said, “Okay,” and went to the cash register to get it. He knew I’d been charged for nothing, yet not only did he not apologize, he hadn’t contacted me to give me my money back. He just said, “Yeah, I don’t know why you were charged for that,” redirecting blame. I asked if he’d seen the video of the soft tire I’d attached to the text. He said he hadn’t, but it was clear he had, and that’s also why he didn’t question it when I came in and asked for my money back. Yet another untruth. Then, he said that maybe he hadn’t realized I’d wanted my tires inflated to a specified number. I pointed out that the tires had clearly not been inflated at all, as they were soft to the touch. He didn’t reply to that. He never apologized for the horrible service I received. Btw, if you call their number, you hear a message that sounds ridiculously saccharine and welcoming, saying he’ll return your call. No one has ever, not once, returned a call. I made the same mistake with this place two years ago, but I’d forgotten. They had my bike for 5 days (I’d made an appointment) and hadn’t even started to work on it, so I took it back for a bike trip and brought it back to them again the next week. Ridiculous. They clearly aren’t making an effort to keep customers and they don’t care about providing quality service … or service at all. I’m sure they won’t care about this review, either. If they did, they’d contact me. I won’t hold my breath. I do want potential customers to be aware of their serious lack of work ethic and their poor customer service. I hate leaving a negative review, but this place really deserves it. Pedal...

Laura, I'll echo Peter's comment from 5 days ago. I'm an occasional customer who loves your coffee but I too have waited too long for a social conversation to wind up -- and a couple of times I've walked out. Often I've been #2 in line while Adam or one of the other boys acts like #1 is the only person in the shop. No eye contact, no acknowledgement that I'm waiting. Just a pleasant, endless conversation with #1 who's happily standing by the register sipping their coffee and passing time with you. Finally when #1 gets tired of chatting about that bike ride you all went on last week and walks away, then it seems like you're surprised that someone else has been waiting.

I love your coffee and yes, I enjoy everyone's good nature, but please if you're going to have a chat with #1, multitask a bit. Look over #1's shoulder and acknowledge #2 in line. Say, "Can I get a drink started for you?" And definitely -- as Peter said -- if a topic winds down, don't think up something new to talk about. If I haven't already given up, that's definitely when I'll get upset...

Being in a tight bind and needing a place to get work done, I stopped by the Brake Room hoping they could help me out. I had an important meeting I needed to participate in, and I didn’t have my Mac book charger with me so things were not looking hot. Although a long shot, I didn’t have many other options at that point and thought that as a cafe, maybe someone would be able to help me out.

After telling them my predicament, I was very pleased to hear that they could aid me in my dire situation. I was told that in a few minutes, I would have charger in hand. I was extremely relieved. The owner then left on a bike, to what I presume was his own home. A few minutes later, he returned with the charger I needed. Amazing!

That was an awesome experience, and I am extremely grateful for the service they provided. The experience was not to be outdone by their food and drink, which includes a very nice variety of hot drinks, craft beers and great pastries/treats. Oh, and cocktail and food on Friday nights.. definitely would recommend.

Thank...