October 24, 2016
My name is Pat Keegan and I have been an active customer of Bicycle Warehouse for the past 4+ years at the KM location(and had also purchased some kids bikes from BW PB location several years ago). Since 2012, I have purchased a Giant Trance X 29er, Giant Liv 27.5(for my wife) and am currently riding a 2015 Santa Cruz Bronson which I absolutely love……..I am a very satisfied customer. The KM location is close to both work and home which is very convenient but there is an underlying reason that I have become a loyal BW customer and that is due to the amazing level of service that I have been provided since day one by Rob Riggle, Mitch Crawford and Jesse Garcia. Although I have dealt with other associates at times, I have gravitated to Rob and Mitch whenever possible as they have taken a genuine interest in my riding experience and equipment.
Whether for purchase/service/maintenance/accessories, I cannot tell you how awesome these guys have been in every aspect. Their knowledge and passion for their trade is obvious and I have benefited greatly from their experience and expertise. Before 2012, my riding was primarily downhill stuff up in Mammoth/Tahoe but a knee surgery in 2010 had impacted my exercise path and I started digging deeper in the Mountain Bike experience(growing up on dirt bikes/quads/3 wheelers). I think you would see from my purchase history that I am “All In” on the Mountain bike deal these days and am stoked to have to have guys like Rob/Mitch/Jesse and the whole team that are always eager to assist.
My most recent purchase was a new Carbon Renthal bar and stem for my Bronson. I had spent considerable time over the past year talking to Rob/Mitch about a riding position issue on my Bronson. Between Rob and Mitch(and with Rob riding the same bike), I started with a trial of a Raceface aluminum bar w/32 mm rise to see if I could get in a better position on my bike. It was a great first step that lead me to the Renthal bars with a 40mm rise. I have had the bars on the bike for a month or so and couldn’t be any happier with the performance and my improved riding position!
Along the same lines, it is great to be able to call or walk into the store, be on a first name basis with BW associates and truly feel like a valued customer…….from my standpoint, it just makes spending money so much easier knowing that service and products are being backed by BW and associated like Rob/Mitch/Jesse…..I know this service level permeates through your team after a recent visit to the Encinitas location for something not available in KM……got the same great service from your associate up there.
Although I am long overdue, sending this note has been on my list for some time(and not really my MO when it comes to retail experiences). I am sure you are fully aware of how valuable these guys are to your team but I really wanted to take the time to share my experience and especially to convey well-earned/deserved kudos for Rob/Mitch/Jesse.
….Big Props from my ride to yours!!