UnhappyVisitor2015
Mar 2015
My family and I were visiting NYC from Australia and booked 4 bikes with this "business" at 11am on 24th February 2015 to ride through Central Park.
We arrived well before our requested time assuming we would need to get fitted out with bikes, helmets etc, Upon arriving at the address indicated on their website (and their booking confirmation email), we were confronted by an empty shop - with no signage or indication whatsoever that their address had changed.
Having no cell phone coverage, we eventually found that they had moved to another location. Upon arriving at the new location - still just before our pick up time - we found the shop to be completely closed with no sign of anyone and again no indication of when anyone might be arriving, even though their website states that they are open between 8am and 12 midnight all year!!!
We again needed to borrow a phone from the fabulous owners of the diner next door and were advised that the front door was broken and they could not access their own business. No note on the door, no email or advice to their customers of the problem.
Eventually a person arrived (who was a repair person, not the owner) to attempt to open the door, with no success. After an hour of waiting and numerous phone calls and discussions with the "business" and the "repair person", we were advised that they had "no idea" if and when the door would be opened.
As this was our last day in NYC, we decided to cancel our booking and instead walk through Central Park (as an aside, this would have been a better option in the first place as we later found out that you are not permitted to ride bikes along parts of Central Park that we wanted to visit - we would have been pushing them!!).
We later received an email from the business stating that company policy was that they do not offer refunds, but instead a 12 month credit - not exactly useful from Australia. They stated how important customer service is to them, but we find it very hard to agree, given we received NO service whatsoever, just a complete waste of our time and effort.
We again explained our circumstances and that we wanted a refund, but not surprisingly from this shonk of a business, we have not heard a word since.
Be warned, do not use this rental company under any circumstances - there are many other similar businesses who I am sure will provide a better service (they certainly couldn't be worse).