Overall I have Trail's End to thank for helping me get into this wonderful sport of cycling. After 2 knee surgeries from playing semi pro soccer, I had to quit that sport. Tried running and found it to be very painful. While coming to the end of the W&OD trail, I noticed this new bike shop called Trail's End Cycling. So, decided to stop by and see what they have. That was the beginning of many years of great riding and friendship with John and his staff and all of the guys/gals from the weekly shop rides. I am now passionate about this sport and I have to thank John (the owner) for it. He is the one that got me started on riding on the road and showed me how to properly shift, sit, road signals and group rides (paceline). I have bought 9 bikes and many accesorries from Trail's End and I am very happy with all of their products. John also started me and my son into mountain biking. He would loan us bikes on weekends to go mountain biking with him. I liked it so much that I bought 2 mountain bikes for my son (1 XC and 1 downhill) a XC bike for my daughter and one very high end XC bike for me.
The shop has a beautiful layout. it does not look like a huge warehouse with concrete floors. It is in a historical building with many details.
Our local shop here in Purcellville is the best I've encountered. They are super accommodating to me and my family. They are also super patient when my 3 boys, ages 6, 4 and 2, come in and ransack the shop. My whole family, including a pile of extended family, now rides bikes thanks to this shop. Cheers to the top notch folks at Trail's End!
I have been going to this shop for a lil over a year. My wife and I love cycling and have gone to several stores prior, but none have shown the customer service or knowledge level of this store. The staff is incredibly knowledgeable and engaging. John the owner is probably the best mechanic I have met, he has attended SBCU and has also learned fitting from Dr. Andy Pruitt. A huuuuuge plus is the free fitting from John when you purchase a bike. This is an amazing benefit (and rare), also you are hard pressed to find a store that gives you two years free service. I highly recommend this store, great service, great product, great people, and they establish a sense of community.
Kelly and Mark,
I'm not sure what happened. After the basic skills class completed, which you praised quite highly, you originally declined the days we had open for mechanic classes at that time so we then attempted to determine alternate dates just for you. We were waiting to hear back from you.
My understanding was our manager made you aware that a family medical emergency, which you knew of, had continued to worsen to the point that I was completely out of the shop, at the hospital, and that I would be out of contact during that period. I apologize for any miscommunication that may have occurred, and want you to know all efforts were made to maintain continuity of service during this time.
I have not received any of the emails from you, either personal or through the shop server. I assure you, I would have responded to you.
My manager told me our head mechanic, after being notified by the manager about your request for the class, left two messages for you to arrange a class time and he received no response.
We've had no contact at this time from our sales representative, and most likely won't as the service plans we (and all shops) offer are at our discretion and expense.
We do strive to provide the best service we can, and are truly sorry to hear our efforts to fit your availability did not meet your needs.
If you feel you are unable to take advantage of the free tune up service we provide, we would be happy to credit you back the labor fee for two tune ups.
I believe I have addressed all your points. Please advise us of what else we may do to further rectify this.
Thank you
John Carter
Owner
Trail’s End Cycling Co
Long story short: We had a fantastic experience with Trail's End and chose it as the place to buy our new bikes and accessories. After the purchases were complete (to the tune of $5000), they were completely unresponsive to our requests regarding the maintenance class that they said they had. We called and spoke with Lauren (the shop manager) 4 or 5 times; each time she said that John (the owner) would call us back with the schedule. After a month of not hearing anything at all we finally went elsewhere (as we were riding more and more and didn't even know how to change a flat). To give John the benefit of the doubt (maybe Lauren didn't give him his messages) we finally sent an email both to the shop and to his personal email address. Still nothing. So we logged a complaint with Specialized since we really didn't want to take our bikes there for the 2 years of free maintenance and Blaze from Specialized said he would also sit down with John. That was probably 3 weeks ago and we still haven't heard a word from Trail's End. Not exactly the type of customer service I would expect from any business, nevermind one where we spent such a large sum of money.
Overall I have Trail's End to thank for helping me get into this wonderful sport of cycling. After 2 knee surgeries from playing semi pro soccer, I had to quit that sport. Tried running and found it to be very painful. While coming to the end of the W&OD trail, I noticed this new bike shop called Trail's End Cycling. So, decided to stop by and see what they have. That was the beginning of many years of great riding and friendship with John and his staff and all of the guys/gals from the weekly shop rides. I am now passionate about this sport and I have to thank John (the owner) for it. He is the one that got me started on riding on the road and showed me how to properly shift, sit, road signals and group rides (paceline). I have bought 9 bikes and many accesorries from Trail's End and I am very happy with all of their products. John also started me and my son into mountain biking. He would loan us bikes on weekends to go mountain biking with him. I liked it so much that I bought 2 mountain bikes for my son (1 XC and 1 downhill) a XC bike for my daughter and one very high end XC bike for me.
The shop has a beautiful layout. it does not look like a huge warehouse with concrete floors. It is in a historical building with many details.
| ThankGreat shop! Service is excellet. Occasionally have to tell myself that
| ThankI am not the only customer they have.
Mike
Our local shop here in Purcellville is the best I've encountered. They are super accommodating to me and my family. They are also super patient when my 3 boys, ages 6, 4 and 2, come in and ransack the shop. My whole family, including a pile of extended family, now rides bikes thanks to this shop. Cheers to the top notch folks at Trail's End!
| ThankI have been going to this shop for a lil over a year. My wife and I love cycling and have gone to several stores prior, but none have shown the customer service or knowledge level of this store. The staff is incredibly knowledgeable and engaging. John the owner is probably the best mechanic I have met, he has attended SBCU and has also learned fitting from Dr. Andy Pruitt. A huuuuuge plus is the free fitting from John when you purchase a bike. This is an amazing benefit (and rare), also you are hard pressed to find a store that gives you two years free service. I highly recommend this store, great service, great product, great people, and they establish a sense of community.
| Thank:Response to WOOWOOWOOWOO
Kelly and Mark,
I'm not sure what happened. After the basic skills class completed, which you praised quite highly, you originally declined the days we had open for mechanic classes at that time so we then attempted to determine alternate dates just for you. We were waiting to hear back from you.
My understanding was our manager made you aware that a family medical emergency, which you knew of, had continued to worsen to the point that I was completely out of the shop, at the hospital, and that I would be out of contact during that period. I apologize for any miscommunication that may have occurred, and want you to know all efforts were made to maintain continuity of service during this time.
I have not received any of the emails from you, either personal or through the shop server. I assure you, I would have responded to you.
My manager told me our head mechanic, after being notified by the manager about your request for the class, left two messages for you to arrange a class time and he received no response.
We've had no contact at this time from our sales representative, and most likely won't as the service plans we (and all shops) offer are at our discretion and expense.
We do strive to provide the best service we can, and are truly sorry to hear our efforts to fit your availability did not meet your needs.
If you feel you are unable to take advantage of the free tune up service we provide, we would be happy to credit you back the labor fee for two tune ups.
I believe I have addressed all your points. Please advise us of what else we may do to further rectify this.
Thank you
| ThankJohn Carter
Owner
Trail’s End Cycling Co
Long story short: We had a fantastic experience with Trail's End and chose it as the place to buy our new bikes and accessories. After the purchases were complete (to the tune of $5000), they were completely unresponsive to our requests regarding the maintenance class that they said they had. We called and spoke with Lauren (the shop manager) 4 or 5 times; each time she said that John (the owner) would call us back with the schedule. After a month of not hearing anything at all we finally went elsewhere (as we were riding more and more and didn't even know how to change a flat). To give John the benefit of the doubt (maybe Lauren didn't give him his messages) we finally sent an email both to the shop and to his personal email address. Still nothing. So we logged a complaint with Specialized since we really didn't want to take our bikes there for the 2 years of free maintenance and Blaze from Specialized said he would also sit down with John. That was probably 3 weeks ago and we still haven't heard a word from Trail's End. Not exactly the type of customer service I would expect from any business, nevermind one where we spent such a large sum of money.
| ThankGreat customer service, knowledgeable and friendly employees.
Located at the end of the W&OD Trail.
| Thank