UPDATED: 11/26. Trek East manager, Jeff, came out, picked up my bike, Mark fixed it and returned it the same day to make amends. They initiated the offer and came through. This was an excellent way to demonstrate good faith and repair a broken relationship (and bike). I couldn't ask for anything better. Thank you. Trek East used to be a great place to go for bike repair, gear, and buying new bikes. Unfortunately, the new management behaves more like the stereotypical "used car salesman". I own several Trek bikes, and one, my Domane , was/is making noise when I pedal. The first time I took it in, the mechanic did a full diagnostic, located the issue and fixed it. When the issue cropped up again, I took it into Trek West because they had shorter turn around times. I told them what the previous mechanic did. When I came to pick up the bike, they said they couldn't fix it. They didn't charge me, but for a $10k bike, that's not a good outcome. As the problem got worse, I searched the web and bike sites to see if any other Domane owners were having the problem. They were and they had identified the issue - tightening the motor mounts. I brought this information to Trek East with screen shots, videos and quotes from others with the issue and left my bike. After a week, they still hadn't looked at it. When I asked the manager (big guy, trucker's cap, straggly longish hair) when they would get to my bike, he just made excuses and danced around giving me a time frame. It was clear he didn't want to commit to a timeframe or a fix despite the fact that it's a known issue. He was dismissive and clearly didn't take the information I provided seriously. I took my bike home. Never going back to that shop until that manager is history.