We planned our Segway tour a month in advance and two days before we were to have it, Darcy called basically told us we are SOL and canceled because they booked a corporate event so I guess our money and time were worth nothing. This is utterly poor customer service and lack of appreciation of people's time and money. We are here for a limited time, all the way from Wisconsin, and this cancelation was a blatant disregard of our time and plans with her assumption that we could just reschedule. This was supposed to be our last excursion before heading back home on Saturday, we wanted a SUNSET tour and paid for one between 5-7 PM, she wanted to change us to 2 PM or 11 AM, MIDDAY! HORRIBLE SERVICE. WE DO NOT RECOMMEND THEM. Just know your tour will be canceled at will, if they are getting a bigger group that schedules last minute!
Response from Host
Mar 2022
Hello, thank you for taking the time to share your thoughts with the world. My name is Jason and I am one of the owners of Segway of Scottsdale.
I noticed that you wrote a one star review on every listing we have online, so within 30 minutes of receiving your reviews I called your husband and offered him a free guided E-bike tour at 5 PM. You turned us down on that free offer.
As I’ve told you a few times already, this will be the fourth time that I’ve told you this, your feedback is very important to us, and I am very sorry that we were unable to accommodate your group. We did indeed book a large corporate booking which made it impossible for us to take your family out.
I did everything within my power to try and make you guys happy but I was unable to.
I now am going to put the timeline of our interactions in this management response.
Gail, you did indeed book a tour a month in advance, thank you for booking with us. I’m sure that you read reviews and noticed that we have over 5000 positive reviews.
We received a 50 person corporate tour that wanted to tour at the same time as your booking. In our business, every once in a blue moon this happens. Usually corporate bookings secure their slots months in advance, but this particular group was more short notice. I could not turn away a 50 Person Tour. As a result I didn’t have enough staff and Segways to take your family of 4 out on tour.
We called your husband and asked if we could reschedule to a different time on the same day. Or another day. Unfortunately your schedule was not flexible. So you were unable to reschedule. When we spoke to your husband he did not seem like he was upset at all, he just asked for a refund and it was a very short conversation. That led me to assume that you guys might be disappointed but not angry. Which was a relief because, of course, we never want to have to reschedule or cancel a booking. We started this company because we love vacation and we love leisure outdoor activities, and we know how precious time is on vacation. And sometimes it’s difficult to reschedule, so we try to never ask our guests to reschedule, but sometimes we have to, though we don’t want. Since we booked a large 50 person corporate tour, we had to ask your 4 person group to reschedule.
After speaking with your husband on the phone, I offered him a Free Guided Ebike Tour at 5 PM since 5 PM was the only time slot that you guys had available. He conferred with your group, and you guys decided that it was either going to be Segway‘s or nothing.
I reached out to him another time and mentioned that sometimes with large corporate groups all of the guests that sign up don’t show, so I asked him if he wanted me to call him if that was the case, then we could take your group out, of course, for free. He said no.
So the bottom line here is, we booked a large corporate group and that made us unable to take out your family, and we are very sorry that this was the case. There was absolutely nothing that I could do about it. I tried everything I could with your family and I was unable to appease you, and I am very sorry that that is the case.
I am hoping that you guys were able to salvage your evening and that you were still able to create fun vacation memories, even if it was not on a Segway.
Again, I apologize deeply that we had to cancel your tour, we never want to do that, but in this instance we had to.
Gail, I hope you have an excellent year and I’m hoping that you enjoyed your time with family in Arizona.
If you find yourself in Arizona again, and you’d like 4 free passes to one of our tours, just let me know, I would be happy to do that for you.
Jason Sheldon
Owner/Manager