Intense Cycles

I would actually like to give Intense 0 stars at this point but that is not an option. I will start this out by saying I have always supported this company… until I had a problem. I discovered a crack starting on the seat tube weld of my Intence Tracer around 6 – 8 months ago. See pictures. I called customer service and reported this to them (Chad?). He told me to email him pictures, which I did right away. I told him I did not expect a free bike or anything, just make it right somehow. I waited over a week and heard nothing. I called again. He said he did not receive the email, sure. I resent the email. Waited another week. Nothing. I called a third time. Finally, all I get is «this is an older frame and we don’t have any replacements around here.» I ask what they can do for me and he says «I can probably get you 10% off the retail of a new bike.» Really? 10% off retail? I can do better at a bike shop!!! I spent over $ 3000 on this «handmade» bike and that’s it? He says it’s almost 10 years old, what do you expect? I expect the welds to hold up. His response? «That’s where frames break.» Really? Your company brags that you have the best welders in the industry. I have a GT BMX bike that I have had since the 80s, ridden in skate parks, hundreds of races… no cracks. I have an old Italian road bike… no cracks. I raced for Kuwahara for a year. Cheap frames, made in Taiwan I think. 2 cracked frames. Coincidence??? Not sure. Would never recommend them ever again. Take care of your customers or your business goes away…

I love this company! They make better than great bikes and top it off with spot on, quality service. Chad is the best warrantee guy I’ve ever come across. If you don’t own an Intense bikes go buy one now!

Intense Cycles is an outstanding bike company! I’ve had bikes from Santa Cruz, Yeti and Gary Fisher which all produce good bikes and in some cases great bikes, but Intense stands out for two reason. Cutting edge innovation and customer service.
Jeff Steber is way ahead of the the pack when it comes to new technologies. As an example, he began producing bikes with 27.5″ wheels several years before they became they became mainstream. He has such a good grasp on what riders want and what works best. Intense bikes are high end but worth every penny.
When I was in the market for a Carbon bike a in 2012 Intense was at the top of my list due to the stellar reviews I had read about the company. They let me demo several bikes, and when I say demo I mean take home and ride for a week at a time. This is not something I had experienced with other bike manufacturers. It was certainly enough for me to decide to go with Intense and make sure I got the bike I truly wanted. Andrew answered all my questions, was always available to talk and provided truly exceptional customer service. Whenever I call with a technical or service question I always get someone live they always help resolve my issue. Since purchasing the Carbine 275 I purchased a 951, which is truly a sexy beast!
Finally, Intense cycles are made in the US, with the only exception of their carbon frames.
I will definitely be calling Intense when I look for my next bike.

One of the best high end mountain bikes out there. Only bike better or at same level was the Outland VPP series. Outland is no longer around.

Why buy American made ?
This is why …
A few years ago I bought a bike frame for my boyfriend that cost $ 2100.
Yes I am accepting applications again ha ha ha
Anyway, he is a BIG TIME mountain and road cyclist and has MANY bikes so much to my disgust he did NOT ride this one for quite sometime…
When he did the seat post cracked and he was absolutely heart broken and came to show me what I had bought…
So far, our relationship had lasted longer than the bicycle …
So, together we set out to contact Intense Cycles who asked us to send photo’s of the damage and they would assess what could be done to help us …
In a matter of a week, Johnny at Intense organized the following:
A new updated, sexier, faster FRAME for a nominal fee as replacement to his cracked former one. He even got to choose the powder coated color of his choice !
Now … this my friends is SERVICE !!!
Also, old happy pants (my boyfriend) took his new baby out in the mountains and came back glowing — like he used to when we first met …
So, thank you INTENSE you rock !
Thank you Johnny — you HANDLED this !!
Photo’s of said frame to follow …