The staff is knowledgeable and committed to providing good service when the employees are at the shop and working. However, the store doesn't have a manager, is usually short staffed (apparently regularly borrowing employees from other trek locations), and is running on fumes. Apparently there hasn't been a manager for about 6 months. I can see that the store is struggling to operate under less than favorable conditions and that employee morale is quite low and understandably so. It's very disappointing to see the Trek company operate this way. It shows a deep lack of concern and respect for their employees and, ultimately, the customers.
We went to three shops in Beto to buy a new bike we ended up purchasing from the Trek store. The bike is comfortable, the sales folks are great and the service follow-up will be good down the line. Jacob was so helpful. To top it off, we talked to a friend who bikes a lot and he highly recommended the Trek store!