Trek Bicycle Baltimore Federal Hill

Trek products are reliable and durable as far as we know, as we use them in the Police Department. Services are top-notch. I don't have the words to describe the service I received at Trek Federal Hill location. The attentiveness, communication, knowledge, and awareness of our needs were unparalleled. Trek Federal Hill has an all-star team, but I would like to point out two of their employees Jonathan (manager) and Lisa (Bicycle mechanic). Jonathan we very helpful and patient in the administrative process of getting the paperwork done and forwarded to the right people, since it was a relatively large order with a lot of moving parts and many changes which made this portion seamless. But above all his communication on every step of the matter is what I appreciated the most. Now Lisa she was completely amazing and very hard-working. Her knowledge of the Mountain Bikes we have was nothing less than amazing. Lisa communicated in detail the issues the bicycles had and why. Lisa would also explain when something could be fixed or if it needed to be replaced. I know she worked tirelessly to get our order done promptly which was hard for her due to the understaffing they have but she was able to pull it off which was amazing. Lisa is a huge asset to Trek Federal Hill due to her knowledge and experience but also her amazing customer service and trying her best to help everyone who comes into Trek Federal Hill. Myself and on behalf of the Baltimore Police Department Education and Training Unit extend our greatest gratitude to Trek Federal Hill and of course Jonathan and Lisa for making this happen. We will definitely be continuing business with this store. Thank you!!

On a tour across the US and popped in to investigate a small problem. Lisa, the tech here, was beyond helpful. She had the nicest advice, spoken like a friend, not a typical tech with an ego. I was able to fix my problem and learn a lot from her, all in about an hour. Probably the best bike store experience in my life. Thank you Lisa! ❤️

I could not be more pleased with this wonderful store. They sales department has everything you could possibly need or imagine, and their prices are great! Jonathan Braymer is an awesome store manager. Very polite and helpful. Always running a good sale. Their service department is the best in the city. Lisa Santos, Joseph Terry, Manny Alveraldo and Alex Ajayi are phenomenal bike mechanics. They always drop what they're doing to immediately assist me when I come in with bike problems. I can count on this team and I trust them with all of my bicycles. Thank you Trek Bicycle Baltimore, the best bike shop in the city.

The team I met was great! I came in to have my breaks adjusted and Lisa did an amazing job! She was clearly busy but took the time out of her day to make sure I was all set. They also special ordered a rare part for me from their Wisconsin factory so I could pick it up right in the neighborhood. Awesome folks!

Update: November 22.2024
I received a call from Trek’s manager not too long after this review, and I was surprised at how gracious, accountable, and real the check-in was. The questions were thoughtful, the manager owned my experience, and validated how I was feeling. Today, I received a package from Jonathan and the team and I was blown at the gesture- truly thoughtful. They sent me a saddle bag with a matching bell, a store gift card, a sticker, and a handwritten card- that both validated my experience by saying sorry for dropping the ball- and also noting that they noticed I liked a specific pattern (which was the design of the saddle bag and bell they sent, also a small lining on my bikes saddle. The fact that they took notice was both thoughtful and a great gesture). All in all- I want to say, that though my initial experience wasn’t great, the accountability and gesture in acknowledging that and apologizing through this gesture was impressive- (thanks, Jonathan, I appreciate you).
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I’m not completely disappointed with the work but it was sloppy and the customer service could have been better. I was charged twice the amount I was quoted and the tech had no decency to contact me when he both went over the scheduled delivery he quoted- then did a bunch of extra work he never checked in with me about. I had to call twice to check in because he said it would be done Tuesday- couldn’t call me to tell me he was running behind, and during that call he said Wednesday afternoon, and come Wednesday I wait until about an hour before closing and call again to check in and he noted it would be the next day cause he had to do more work than anticipated. This annoyed me because he never called to tell me what was going on, check with me if I wanted him to proceed, or even ask me if I was okay with what was happening. It was so simple yet so annoying and he acted as if I was inconveniencing him. Not only that- I get there, and my straps on my pedals are on backwards- yet the whole purpose for the service was for pedals and 1 break line to be installed. When I addressed it he literally said “ yeah whoever you got the pedals from put them on backwards” and as he passive aggressively tried to show me the L and R indicators on the pedals- he said it was easy to fix yet he couldn’t handle that in his end while putting it all together… not only that, he didn’t retighten my seat properly and it was shifting back and forth when I rode it. They act like they’re too cool over there and the service is lame. If I knew it would take the time it did and he was charging me twice what he quoted me- I would have just gone to my regular spot. The elitism in this spot is annoying. Go to the spot in Falls road instead, they’re not as far on their own egos to give you good service.