Contrary to what the owner replied, the manufacturer (Trek) did an outstanding job with support once I engaged them. At that point there were difficulties getting Travis to respond. Trek apologized to me which I can forward the emails to anyone that asks. After my initial comment Travis reached out asking me to remove the comment. I told him I would if he is willing to make things right. I emailed him 2 times without response. I am all about going to and supporting family owned businesses. In the case this business provides subpar support after the bike has been purchased and uses the "I'm a small family owned business" card instead of fixing his attitude. My experience seems to mirror other people when it comes to maintenance or support. The owner made me feel like I was wasting his time with a defect when all he had to do was engage trek for a replacement (which is treks policy) instead of charging me lots of cash to fix a systemic issue. Cost him a life long customer with a family of trek loyal customers.