I have never dealt with such a shady business in my life. WARNING; do not rent from them. I purchased my rental online prior to going to the actual store because they stated the prices were cheaper if you purchase online (this is a trick as you will see later).
I purchase one tandem bike and one adult bike plus insurance. Since I am not local, I got a taxi to bring me to the location near Central Park. Once I arrived I went to check in, which was completely disorganized, and upon check in the woman told me to just wait outside to get the bikes. Once outside the other employee told me that there were no tandem bikes left and wondered why the inside woman didn't tell me that. So we go back inside only to find out that at 11am they didn't have any tandem bikes. I needed the tandem bike because my older mother in law couldn't ride by herself. They suggested a credit for another day but I mentioned that I am from out of town and couldn't use the credit.
So I asked for a refund and that's where things really got bad. She says that they can not do refunds at this location and that I had to call the main phone number. Later that day I call the number multiple times to no answer. Finally, someone did answer and I explained the situation to them and she said let me put you on hold. After being on hold for over 10 mins I had to hang up. When I tried to call back, no answer. (of course they hope you just don't call back).
Called the next day and explained the situation again to another employee. He put me on hold and actually came back. After coming back they said that they would not give me a refund because they have a no refund policy. The no refund policy is in none of their materials, not on the website when you purchase, not in the brochure you get, nothing. When they told me where is was on their website (hidden) I told the that it is for people that don't use the rentals not for people who actually try to use but they didn't have the product. He said that it didn't matter and that they wouldn't offer the refund. I explained that my credit card company will give the refund when I call them anyway because they didn't have the product they simply said it didn't matter to them.
Again, incredibly shady business, please do not waste your time with them. I have never seen such bad customer service in my life.