I brought my bike in for a rear tube replacement. The mechanic mentioned I should also replace the tires, however I opted out. During my bikeride home the tire was also deflated. I decided this was due to the mechanic missing something picturing the tube from inside the tire, so I requested a refund. Trek Bicycle Aachen decided it would be best if the mechanic came to me to resolve the issue. He was able to identify the small piece of glass in the tire and promptly replaced the inner-tube Overall everyone was very respectful, communicated effectively (in German, English, and French), and I am impressed with their resolve of the situation There were 2 areas which were surprising to me. One was that the mechanic needed to be scheduled, which meant a simple fix required me to come back into the shop. The 2nd item was from my perspective coming from Canada, the pricing was higher than what I am used to. There was a 20 EUR charge for the inner tube replacement. This is much higher than I am used to, however, they way they rectified the original issue leaves me to consider that they will stand by their promise to fix what they intend to at whatever cost necessary. In which case, you're getting a high-end service for the price and it is justified in that way