Reviews of Ambassador Bicycles in Windsor

They Get 1 Star Because I Can’t Give Them Zero

Before I get into my review, 1st: it’s long but it’s worth reading because it does contain relevant info I got from Trek and 2nd: I want to make sure 1 thing is clear, especially if Ambassador Bicycles responds to this review and attempts to twist the facts. If you are going to Ambassador Bicycles with a Trek bike that was not purchased through their store and you need work done that will cost you out of pocket, they have every right to refuse you service per their own policy, it’s a horrid policy, but they have every right to treat a customer poorly in that situation. However, if you purchased a Trek bike from a different store and need warranty work done they CANNOT refuse you service per their license agreement with Trek. If they do, call Trek, speak to a customer representative in their warranty department and report them, the report will be sent to the regional manager and it WILL put their dealers license to sell Trek bikes in Jeopardy.

I bought my Trek bike online from a dealer in Alberta, something I later found out from my conversation with Trek I wasn’t supposed to be able to do, but they said that mistake is on the seller not me and my purchase would be honored like I bought it from a brick and mortar Trek dealer. I received the bike, put it together myself but needed to get my chain adjusted as it would skip. When I called Trek they said they would set up my service at the only Trek dealer in Windsor, Ambassador Bicycles, and have them call me. Of course I didn’t receive a call from them so I took the initiative to call Ambassador Bicycles myself and I quickly realized why they didn’t call me, the person I spoke to on the phone was SUPER annoyed and irritated I was calling and proceeded to lecture me on their policy about refusing to work on bikes that are not purchased through their store, but would however, make this ONE exception this ONE time but after they do the work, I was NEVER to bring my bike back there for any reason even if it was for a warranty claim as they would refuse me service. He went on to say Trek doesn’t “own them” and Trek has no say in which Trek bikes they work on and which ones they don’t even if they are under warranty.

So after a phone call like I had zero desire to have any further dealings with Ambassador Bicycles. So my very next phone call was back to Trek’s warranty department and reported to them what I was told and how I had no interest in being subjected to that treatment in person. The customer representative then gave me the information I stated above about there requirement by Trek to honor warranties for a Trek bike no matter where it was purchased and this additional information would be forwarded to the regional manager who was already aware of what Ambassador Bicycles was doing and the potential consequences that they could face if they stubbornly stuck to refusing service to Trek customers with warranty claims.

The attitude and customer service I got from Ambassador Bicycles was so poor I opted to go to the next closest dealer which was in Detroit. Again, Ambassador Bicycles customer service was so poor I opted to go to a different country to get the work I needed done. Trek was very accommodating, set up my appointment in Detroit, the owner of the bike shop American Cycle & Fitness - Grosse Pointe called me within 15 mins, set up my appointment and even stayed after the shop closed to ensure I got my bike back same day. A total night and day difference between Ambassador Bicycles and them even though they are BOTH authorized Trek dealers. Lastly because of how poorly Ambassador Bicycles treated me Trek is also give me credit to purchase accessories through their web site as an apology for my experience with Ambassador Bicycles.