Service Centre

ELECTRIC BIKE SERVICE POLICY After careful consideration and evaluation and in discussion with insurance specialists, our staff and our building management, we have decided to no longer offer service on direct to consumer and big box/department store e-bikes. Ensuring the safety of our customers has always been a top priority for us. Over the last few years we have observed certain limitations and challenges associated with direct-to-consumer and department store model e-bikes. One of the key concerns is the potential for inadequate assembly and maintenance practices when e-bikes are purchased directly from the manufacturer or online retailers. The complexity of e-bike assembly and the need for regular maintenance require specialized expertise to ensure optimal performance and safety. Unfortunately, this level of serviceability is often lacking in direct-to-consumer models. We have encountered an increase in instances where we have been unable to service or replace components due to the use of products with no available aftermarket support. This has led to us being in the position where we are unable to complete certain services and at times unable to return a functioning bike to our customer. It has also led to instances where out service staff feel uncomfortable test riding bikes for services purposes as a component failure could lead to serious injury. We want to assure you that this decision does not compromise our dedication to servicing e-bikes from other bicycle shops and major bicycle brands. We are committed to staying ahead of market trends and continuously improving our products to meet and exceed your expectations. Thank you for being a valued customer of Big Hill Cycle. We appreciate your understanding and support and our service team is available to address any questions or concerns you may have during this transition.