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November 2024 by Emma Rapperport
Highly recommend! Amazing customer service - I took in my bike to to get it packed and shipped to California, but in the mess of the move, forgot to send them a shipping label. They kept my bike in their warehouse for 5 months until I finally got my life figured out ? I was sure it would have been sold or gotten rid of by the time I circled - so thrilled that they kept it stored.
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November 2024 by Liyun H
The staff was very friendly and fixed my bike less than 5 minutes!
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October 2024 by Benjamin Siegel
I've used Ace Wheelworks for repairs and tuneups for fifteen years. I've never enjoyed the attitude — guys who don't make you feel comfortable or welcomed — but work has been fine.
I bought a Tern GSD from Ace. The chain made a terrible noise. They said it was normal for an e-bike and to "get used to it." In person, they saw a cable dragging on the belt.
This week was the last straw. I made an appointment for an error message and brake check. I needed the bike that afternoon for my daughter. I took off work to wait in Somerville. I came at opening; by 3:30, no update. Called, they hadn't looked at it. An hour later, they said they'd keep it overnight with no plan for the lights.
When I asked why they hadn't informed me earlier, Amir said "they were in the business of fixing bikes, not transporting kids." His manager, Joe, was ruder. They sell expensive cargo bikes for families but fail to understand the social context in which someone might actually use them.
Many nice cycle shops do this well. Bicycle Belle, Ferris Wheels, and Landry's have capable, kind mechanics. I don't expect same-day service if it's not possible, but do expect clear communication. This team's skills are trumped by contempt for customers - stay away.
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October 2024 by Laurel Carpenter
Staff is wonderful, very willing to help novice cyclists and those getting to understand how their bike works, in addition to advanced level cyclists.
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October 2024 by Chelsea Dunning
Took my bike for a tune-up here since they were in the neighbourhood. I should have listened to all the reviews before coming here.
I told them my issues with the braking being subpar and that my gear shifting would skip. They immediately told me they would install new brake pads and that I probably don't need a new chain.
I picked up my bike after 4 days, and after riding it for a couple days I noted the brakes were rubbing on the back wheel and my chain was skipping still. So what did they even do during the tune-up???
I brought my bike back in after calling about the issues - they said we're busy all the time so we'll do our best to fit you in. This time, they now inform me that I needed a new chain, a new wheel due to a broken axle, and a front AND back cassette. How did this all not get diagnosed during the initial tune-up?
At least during that time, they were generous enough to not charge me for labour. Great! But all those parts added up to a grand total of spending $300, including their joke of a $99 tune-up. I guess when they're soooo busy, the quality suffers. Also, my brake still rubs. I will be taking my bike elsewhere from now on until Ace Wheelworks gets better management.
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September 2024 by Melinda M
Went in for help with a stuck seatpost bolt, they were able to quickly loosen it and replace it with a new one (another shop said they were going to have to drill it out and charge me $50 for it). Also checked my tire pressure and tightened my pedals, super friendly and helpful service. Will definitely come back for all my future bicycle needs!
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September 2024 by extra mail
I placed an order online and received a confirmation email, which said I’d receive another email in 48 hours with info on how to pick it up. When I called after 4 days and no email, I was told to be patient and then hung up on. When I called another week after that, I was told that my order had been cancelled. No attempt was made to contact me or let me know. No apology on the phone. This for specific gear I needed for a trip and had to scramble to buy elsewhere. Won’t make this mistake again.
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August 2024 by Jim O'Bryan
Pretty sad customer service today. I took in my Cowboy e-bike for help with a flat rear tire, and possibly new tires. I was told they won’t work on e-bike models that they don’t sell. I said I understand, but this issue is not with a drive train component or electrical system, it’s a tire and inter tube. There is no simpler fix. The salesperson just repeated the same thing he just said. No “why we have this policy”, or other reason for refusing service. No worries, I went around the corner to Bike Boom and the fix is being done with enthusiasm and customer service. Wheelworks has lost a pretty loyal customer who has bought at least one rode bike there. Sad.
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August 2024 by Marissa Karras
Horrible customer service. The man on the phone was so rude, and in person.
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August 2024 by Rachel Bernstein
Staff has repeatedly done minor tune up work for my bike while waiving any payment I tried to offer.
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August 2024 by David Galambos
I really wanted to give Wheelworks a chance, having been a customer since 2021 at both the ACE (Somerville) and Belmont locations. While most staff at both locations are quite nice and helpful, there are a few employees from whom I have consistently experienced rude or dismissive customer service.
Following my last couple visits, there have always been new issues with the bike such as a misadjusted derailleur or a crooked cassette. While they have been nice about fixing these mistakes for free, it is unfortunately on the customer to notice them and take the bike back, which just gets too frustrating when it happens multiple times. At this point I don’t think I’ll be coming back unless I absolutely have to.
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August 2024 by MaTT N
These guys are great. Quick work with fair prices. A lot of bike shops seem to have stuck up / rude workers, but this place is not that kind. Highly recommend you get your bike / bike work done here!
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June 2024 by Kelsey Killoran
Don’t go here if you’re a woman. Went in complaining about tension in my back tire and was told it looked completely fine, there was nothing wrong, and there was no way I could notice any pull while riding. I had my boyfriend take it back a few hours later and they diagnosed a misaligned disc brake caliper and fixed it for him, saying the bike would feel a lot faster now. 2 stars because if you are a man they will help you.
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June 2024 by Patrick Irving
Called about having help fixing the chain on my electric bike. They said “come on down” I walk the bike 2 miles to their shop and they tell me they can’t work on electric bikes and we’re extremely rude. STAY AWAY!
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June 2024 by Robert Platt
I’ve been going to ace for something like a decade now for bike repairs. Generally they are solid. They do good work and are reasonably priced.
However many of the folks who work there are not particularly polite or nice to interact with. Some of these folks are downright rude. I try not to mind it very much, but it’s just a lot sometimes. It’s not just a particular person; I think it’s a cultural thing there. I’ll probably continue to go there, but I wish I had other options close to my house.
