I am the owner of Bothell Ski and Bike. I find her experience at our shop interesting. She did have some valid points that will be adressed. She also had some complaints that were innacurate.

I was in the store on the day her bike was serviced. She did have an appointment and really needed her bike serviced on the spot. Her appointment was for a drop off and pick up the next day. With on the spot service it sometimes takes longer than estimated and other times it is finished quicker.

The mechanics performed a brake overhaul, pad replacement, straightened two rotors, and gear adjustment. Normal cost is well over $80. They also let her know her disc was badly burred and she did not want to buy a new one. The normal procedure to remove a burr is to use a file. After 3,000 plus miles of commuting on the east coast her brakes were seriuosly corroded and her LBS should have pointed this out to her.

The mechanics that worked on her bike is 31 years old, 12 years of bike mechanic work and is in charge of our parts dept.

We did not forget her bottle cage. She left her water bottle on one of our counters in the store.

While she waited for her bike she wandered into our warehouse. This is an employees only area. I have never found myself while waiting in a business wandering into the employee only area. This is where she saw a single Marzochi poster. It is not porn and is more innocent that most of the commercials our children are exposed to on TV.

She is correct that the mechanics were talking about their cars. This has been adressed.

We are an owner operated business and we pride ourselves on our customer service. Our shop has learned from this experience. Thank you for helping my store become more customer friendly.