Trek Bicycle Parmer

Reviews

• HT

  hanh thai

  Feb 21, 2026
  1.0
  On Tuesday, 02/17/2026, I dropped off my road bike at Trek Parmer in Austin, TX for its annual service following a ride. The bike was not experiencing any issues; I simply scheduled routine maintenance. Although Trek advertises a 24-hour turnaround, I did not request expedited service. I let the staff know I planned to pick it up on Friday, 02/20/2026, in advance of a long ride on Saturday. At 10:00 a.m. on Friday, I called to confirm pickup and was told they had just placed my bike on the stand and were beginning work. Concerned as the 6:00 p.m. closing time approached, I called again at 4:30 p.m. and was informed they were still working on it. I expressed frustration, noting that more than the advertised 24-hour window had passed and that it appeared my bike had not been started until that morning. I was told the shop was short-staffed and that the employee I spoke with was not responsible for the 24-hour policy. While I understand staffing challenges, customers should not bear the consequences of them. If the shop could not meet the advertised turnaround time, I should have been informed on Thursday—or at minimum during my 10:00 a.m. call on Friday. If 24-hour service cannot be reliably met, it should not be promoted. As a result of the delays and lack of communication, I had to remain home Friday afternoon waiting for updates. My bike was not ready until approximately 6:30 p.m., after closing. When I raised concerns that the service felt rushed, I was told it had still been completed on Friday as planned. However, because it was dark by the time I picked it up, I was unable to test ride the bike before my long ride the next morning. On Saturday, 02/21/2026, during my group ride, I noticed a clicking sound that had not been present before the service. Another rider suggested the derailleur might be misaligned. As I slowed and fell behind the group to return safely to the starting point, we discovered that my crank was extremely loose. This posed a serious safety risk; a loose crank after servicing could have resulted in a crash and significant injury. I brought the bike back to the shop to show them the issue. Unfortunately, the staff did not accept responsibility and suggested something may have occurred overnight. I had picked up the bike at 6:30 p.m. Friday and stored it in my garage. I did not ride it until Saturday morning. The shop was the last party to service or handle the bike before the issue arose. I left feeling dismissed, disrespected, and deeply disappointed. As a woman cyclist, I want to trust that a professional bike shop will service my equipment safely and competently. After paying nearly $300 for an annual service package, I expected my bike to be returned in optimal condition—not with a potentially dangerous mechanical issue. It is especially concerning that the shop declined to take responsibility despite being the last to work on the bike. I was not offered a refund, and it was implied they would be doing me a favor by looking at it “again" without charging me. For fellow Austin cyclists, I encourage you to confirm a specific pickup time rather than relying on a general 24-hour turnaround claim. Based on my experience, completion may occur at or after closing time. You may also wish to consider other local bike shops. In my experience, this shop did not take accountability for a serious service-related issue.
• GR

  golferdude000 (Roger)

  Feb 16, 2026
  5.0
  Knowledgeable, helpful, and friendly service staff. Repairs were completed on time, replaced parts were offered back, and all is in good order. I highly recommend this store.
• JP

  Jeremy Powell

  Feb 13, 2026
  5.0
  Honest and professional. I can trust any bike they put me on to be safe and dependable.
• EI

  Eddy Iglesias

  Jan 18, 2026
  5.0
  This location is great, been going here about a year now. Bought our second Trek bike from Drew, who was extremely knowledgeable and professional. Highly recommend coming here to purchase or service your bike! 🫡
• SL

  Snoop Lmnv

  Jan 11, 2026
  5.0
  Been going for years and the have fair prices and amazing service. Customer service is top notch. Plus having a location near the major trails and routes is a plus. Much more fun to go in see what I like and even have it installed with a warranty vs gambling 🎰 online with cheap quality stuff. Plus the Trek Sales are great.

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