Sun & Ski at 1355 Bay Area Boulevard, Webster, Texas.

Matt in the bike department was very helpful! I purchased a child carrier for the back of my bike and I didn't find out until later that my bike does not have the standard bolts for installing a child carrier. Instead of just refunding my money and turning me away Matt was able to use a different bracket to not only install the carrier but he took the time to make sure it was secure and safe! I am very grateful that he went above and beyond to help me out! And my daughter loves her carrier!

Dropped my bike off on Saturday May 27th and told my bike would be ready by the 31st. I asked for them to look over my bike and perform whatever came with my pre purchased KIP plan (they had my account pulled up). I specifically asked them to inspect the handlebars and broken brake line, both major safety items that caused a pretty big fall on my prior ride.

Received a call on the 31st informing me my bike was ready for pickup, upon receiving the call I asked the associate if everything I requested had been completed, he notified me that it indeed had been and the bike was ready for pick up.

When I arrived at the store on June 2nd I stopped by and requested my bike, they walked the bike to the front counter and proceeded to attempt to charge me 50$ for a basic tune up. Basic tune up as noted by the coordinator Tom is a multiple point safety inspection, tightening of handlebars, lubricating chain and inspecting brakes.

I inspected the bicycle as it looked untouched and upon inspection first item I found was the handlebars were still completely loose as I was able to move them with 2 fingers, the brake line issue I mentioned to the associate had not been addressed, the chain had indeed not been lubricated and the rest of the bicycle looked untouched!

I asked the associate Tom for an explanation and he had none, he informed me he didn't know much about bikes and didn't know the mechanics name but it "looked" like his name was Rick. He then informed me he would get it looked over again and this time it would be a thorough look over.

As I saw pricing on the receipt I asked what it was for he informed me it was for a basic tune up. I paid for a 3yr KIP plan that I was told would cover this. I was outraged and Tom seemed to pay little mind to this fact. I asked for my bike and told them I would take it elsewhere.

This was a huge lack of communication between the repair shop and associates working there. Had I not been diligent they would have charged me 55$ for a tune up that I did NOT request AND had not been performed. I could have been injured on my ride that I WAS planning tomorrow that I will no longer be able to attend because I will have to take my bicycle elsewhere to have checked out.

I will surely remember this experience and lack of customer service in choosing my next bicycle, I will ensure I am no longer purchasing from Sun and Ski sports.