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February 2024 by Allison
I got hit by car right outside this shop and the staff very kindly helped me out! They were able to do some quick repairs on my bike and offered me a chair and first aid. Thank you!
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January 2024 by Brian Cheung
great customer service. was biking through town and loose bolt / nut ? fell off on ride. helped me find matching ? free of charge
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October 2023 by bob p.
Matt was terrific. He patiently explained everything about the ebike and answered all my questions. Another plus are the adjacent bike paths where you can safely try out the bike. At first I felt really awkward but after a few minutes I relaxed and found the bike easy and fun to ride. Highly recommend this ebike shop.
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October 2023 by Barron Weinstein
Wonderful staff. I worked with Alasdair, who was very knowledgeable, patient, straightforward, and no pressure. I felt the same about all the staff. I had lots of opportunities to test ride and consider the bikes before buying. I ended up with a wonderful Tern that I love. I look forward to meeting all of my bike needs at New Wheel. Highly recommended!
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September 2023 by O. Dixon
I purchased a used long-tail cargo bike from Craigslist with a Bosch CX Gen 2 motor. I want to drop to a lower tooth front chainring for steep climbs. I rode the bike to New Wheel Larkspur and they told me to hold off on purchasing a chainring from them until I could take a close look at mine to see the offset and spacers, etc. Had they not said this I would have purchased a chainring right then. I biked back home and took my chainring off and the next week brought it to them to inspect. It’s a very specific part they do not carry (not even in the QBP database) but they took the time to measure the offset (15mm) so I could track down and order the correct part — from Portugal. My bike did not originally come from New Wheel but they took the time with me to help out. They did not try to sell me something that did not align and they took detailed measurements with a specific offset ruler/tool to nail down (to the millimeter) what I needed. All this and they are nice people. No attitude, friendly, knowledgeable and overall great. They helped me right away on two different occasions for a part they do not have (nobody in the US has it) on a bike they did not sell. Such great service and a group of sincere people. Highly recommend New Wheel for their bikes, service, expertise and great staff. It’s refreshing to go into a bike shop and have such an excellent outcome.
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September 2023 by Alexander Rich
A few weeks ago I was riding by when I had a minor issue with my bike and the service staff were super accommodating getting everything sorted, even when they were preparing to close. Thank you for being so helpful!
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August 2023 by Terry C.
I visited this store to inquire about a particular e-bike a few weeks ago as I was in the area. I was helped by Tony who seemed to be genuine and eager to assist with showing me the particular bike I was looking for along with others that they had available for test rides. For some reason he did more downplay of the particular bike I was interested in made by Specialized but promoted the Gazelle Ultimate C380 + and the Rieske and Müller Homage GT Touring HS which neither I liked for reasons of my own personal choice. I thanked him for his time and left an email address as a form of communication to send me links with on the 3 bikes I looked at which he later sent. It gets tricky tho about a week or so later he emails me to check had I bought a bike and where I got it from. I let him know Specialized and he says great and left it at that. The next day he says he has bad news about the bike I ordered ( not from their establishment) that he's seen numerous problems, returns and issues with the electrical components. He goes on to berate Specialized and goes even further to say they no longer recommend the Como to customers (mind you they are a Specialized authorized dealer!) Even had the audacity to recommend I cancel the order. So I say thanks and leave it at that. The next day ( yes another email with more info on how bad of a decision I made to buy this bike) he says his bad not the electronics the problem but the Internally Geared Hub and they put a stop sell on the model. So of course I call Specialized and inquire about this BIG problem with the model I bought and sure enough there is no known problem among the professional assemblymen. So I tell you this long story to enlighten you of the business practices that are taking place here and you be the judge for yourself if you choose to do business with someone that promotes other brands as if they're getting a commission for them vs appealing to a customer that knows what they want.
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July 2023 by Virginia T.
I want to love this bike shop - the sales people are friendly and the store is responsive. So, this review is based on the service department. I brought in an e-bike that had two issues and only a few hundred miles on it. The bike mechanic listened to my issues and then tried to add more "repairs" to my bike. I told him I was getting a new custom made bike and going to sell this one, so I only wanted the issues I was having resolved. Then he tries to talk me into buying a bike from them, when I had just told him I had a bike on order. He also says, "You didn't buy this bike from us". True, I bought it at REI, and he says "Oh they didn't tell you how to re-calibrate it?" I said "No" and instead of showing me he says they'll charge me to do it and charge me for an update to the software. I've updated the software myself in the past and it's super easy, so I said "No, I can do it" to this too. It was just constantly sell, sell, sell. I didn't like or appreciate it.
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July 2023 by Richard Beckmann
I brought my Riese & Muller SuperCharger to this shop for an inspection and tune-up. I purchased the bike at a different shop several years ago, but wanted the service done by technicians who have a lot of experience with the components on R&M bikes, such as the Rohloff hub and Gates belt drive. The two technicians (Paul and Si) with whom I interacted are very knowledgeable and extremely attentive to detail, which I really appreciate. They were also very patient in answering my many questions and showing me how to operate certain special features on the bike.If you own a higher-end eBike like an R&M, Gazelle, Stromer, Specialized, Orbea, etc., I highly recommend having your bike serviced by the gang at The New Wheel. They carry many different brands and are well-qualified to service all of them.
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June 2023 by janice Bishop
Great staff and service. Easy to get to by car or bike. Wish we had a shop in San Rafael!
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June 2023 by Carlos Moreno
The New Wheel did an amazing job working with me to get me into a new electric bike and sell my car. The customer service was genuinely amazing, I felt like they really cared about me. I can’t stop raving about this place!
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June 2023 by Kathleen Dell
Si performed the comprehensive service on my Gazelle. He explained everything, gave me options and an estimate before I left. The bike was like new when I picked it up. Si is strong technically and very customer oriented!
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May 2023 by J Faz
I have nothing but praise for this shop since the first day I stopped in 1&1/2 years ago to test ride various e-bikes. I eventually settled on a Gazelle Medeo T10+ and have loved every mile I've put on it. I have had it back into the shop twice, both times for scheduled tune ups and both times they went above and beyond. If you're looking for a good quality e-bike, look no further than the New Wheel, now in 3 Bay Area locations: Marin, SF and the new store in Oakland.
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October 2022 by Silly S.
why should i care if anyone wants a bike? winter is in route. i want a new bike to match the last one i purchased. color coordination is important to me. does the electric bike goes faster than my pedal pusher? how many miles is the warranty on the bike if I purchase it. after all its like purchasing a car nowadays. is the warranty for 1 year? 2 years? 3 years? 25,000 miles? will I ever ride it at least 25,0001? i walked into the store quite some time ago i asked about the warranty on the electric motors. When I left the store not anyone had given me an answer. so, here i place the question can the lead sales associate answer this important question? I will wait for the answer.
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August 2022 by Pete F.
I could not be happier with my experience with everyone at New Wheel Marin and, especially, Jelani. Everyone I talked to listened carefully to my goals and concerns and responded to them enthusiastically. Their extent of knowledge is mind boggling and such a gift. I never experienced and pressure to buy. Just answers.In the end, I left with the perfect bike for me. I find myself riding everywhere enthusiastically. As a result I have new found strength in a short time. Great news for an 80 year old guy. Previously, I could only ride my standard road bike when the conditions and path assured I could do it. Now I ride anywhere confident the motor will support me in any headwind or on any hill. Very exciting future for me and thank Jelani and all the staff for their support.
