KLM Bike & Fitness

Reviews 3

ME

Melissa Michalski

Please Take Caution I had bought a brand new bike online, initially I did all the service myself with no issues. I only had maybe 50 miles on it and realized the shifting had broken in and needed to be tuned up again (as is expected with a brand new bicycle). I took the bike into KLM in Rochester and they said it would be an easy fix for a mere $15. I thought that would be a great deal as I had previously experienced how difficult it can be to get a bike to run through the gears properly, but far from impossible... Fast forward a couple days, I get the bike back. On my first ride after KLM had worked on my bike I was riding down a side street near my house, I was racing my brother whom was next to me, we were going in a straight line on a perfectly smooth asphalt road not even a quarter mile away from my house (in other words: not even a quarter mile of riding on the bike since KLM serviced it). I went to shift into the largest chain ring on the front crank-set and the chain bound up, locked the front gears, the rear wheel/gears and flew me over the handle bars causing fairly significant road rash on my left arm and knee, bruising and cut-up hands (I should have been wearing gloves). My bike sustained fairly significant damage, the front derailleur (the part KLM serviced improperly) was turned sideways which I believe to be what caused the wreck, the rear tire was off, the handle bars were twisted, the handlebar stem was ground down from the pavement and the brake levers/fluid reservoirs were significantly damaged and ground down from the pavement. I immediately brought the bike back to KLM with blood coming down my arm still from the wreck (graphic but true) and explained what had just happened. They were happy to help and the head mechanic explained and gave me his word he would order all the proper parts to make the bike like new and would offer me something ontop of the free service in the form of in-store credit or something similar. Having gone into the shop rite after the wreck fairly angry, I left settled down thinking they would take care of everything for me. Again fast forward a day or two and i go to grab the bike, they had tuned the whole thing and replaced the handle bar stem but for the brake levers (the part that had sustained the most damage) they had merely touched them up with black paint. I was very annoyed that they had tried to cut corners with me. I told them they need to do their job correctly and explained how I feel that they are trying to screw me over. So they said they would order replacement brakes. I went in another two days later (today) and they had replaced the existing and scratched up brake levers with much cheaper ones. Being tired of the situation and just wanting to ride my bike i left it at that. I highly recommend not going to this shop for any service. They are responsible for a significant injury I had sustained due to their negligence, a damaged and improperly repaired bike (three separate times) and very rude, demeaning attitudes. Drive a few miles north and go to Rochester Bike shop if you want to deal with professionals. Regards-Casey Kelly

KE

Kelin Lee

Bought a 2016 Giant Talon 2 from this shop, At first the customer service was really great, they helped me find a bike that was right for me and what i was looking for as someone new to the sport of mountain biking, the following day I got a call from them saying the bike was ready for pickup, I went to get the bike and was riding it around it the parking lot seeing how it felt, Allen let me know they where closing an hour early that day, they simply took my money and rushed me out the door and didnt really even help me setup the air fork in the bike, One of their employees told me to bring the bike back into tomorrow and have them set it up for me (essentially i paid for $1K for a bike that wasnt ready, I should have just got a refund here, as it was a sign of things to come), Rode the bike that night, had nothing but problems with it, I brought the bike in again the following day and Allen was telling me I have to ride the bike a bit before all the noises I have go away but we had a tech take a look at it anyway and he did the best he could to fix what was wrong. About a week went by where I had been busy with work and didnt have a chance to get on the bike till the weekend, after a short ride I had more problems with the bike. I took it in where they explained the issues with the drive-train on my bike and offered to "upgrade" my drive-train to a 1X at a discounted price, not knowing much about this I agreed and assumed they would be able to make the best recommendation. I would have to pay an extra 120 dollars to get my bike to function properly as it should have from the factory without having even ridden the bike yet, but It would have a more solid 1X drive-train. After looking into their recommendation and doing some of my own research the 40 tooth gear they recommend would make it nearly impossible for me to climb hills in for any extended period of time. I ended up going to another bike shop and road the same exact back and it worked as intended without any of the original drive-train issues & they where able to offer it to me for less. I returned the bike and went to the other shop. Id give KLM 3/5, the techs really do care and want you to be happy it seems, but the 40 tooth 1x gear system they were going to setup for me made me think I couldnt trust them anymore, It was a poor recommendation and I didnt know any better, felt like they were just trying to take advantage of me as a customer to squeeze as much money from me as possible, after i wasnt happy with the new system, Id probably have to pay more to get it setup the way i wanted it to feel. Allen isnt the best manager, seemed he was always trying to find an excuse for a poorly functioning bike when the bike techs actually knew much more and gave me an actual root cause for the issue, I was really disappointed with how they rushed me out the door the moment I bought a very expensive bike from them. I wont be going there again. The passionate bike technicians like Tim are the only reason im giving them 3/5 most of them do know their stuff & can help in some way, they should be the ones running the store.

HA

Harish Gandrothu

Staff was very helpful when I went to select my bike and put a deposit as it has to be put on back order. Initially they said one month, never called me. I had to call and said another 2 weeks. I had to call and then visit their store again. They said 3 to 4 days it is on its way. I call again they say one more month. I asked to check and call, no one returns my call. I had to go again, they say it is a month. When I mentioned I was disappointed at them not updating me with right info and making me follow up, the guy says it speciality bike and I cannot haggle the price. I was surprised by his comment and mentioned I was talking about their dismal service level and never asked to reduce price. I though it was rude. They said they will be happy to return my deposit as if it is a favor... if they cannot get a product on time any fair business organization will return deposit, I did not understand what is big deal with it. Not happy in the way they treated the customer.