We rented a tandem. The process was smooth and quick, the bike was quite good, light and 27 gears for hill climbing. Everything was going well until we got a flat at the southern end of the Golden Gate Bridge as we starting our trip across. A call to the shop was not very helpful-basically, "you're on your own". No apology for being unable to offer any sort of assistance beyond recommendations for bike repair shops. After returning to the shop, we were told that we would not be reimbursed for the cost of the repair since we hadn't purchased insurance. Insurance should apply only to accidents, negligence, etc., not routine problems such as a flat tire. Overall, customer service could have been a bit more gracious but the bike itself was quite good and the location very convenient.