WARNING: This is the longest review I have ever posted. If you’re short on time, bottom line is this: Take your business elsewhere - find a company who appreciates it (like Acadia Bike/Coastal Kayaking), not banks on the fact that customers are captive because there are only a few outfitters in town and during peak season, your choices are limited. Ross, the owner, needs to find another business where he does not have to deal with people. Period.
To the review and gory (slightly tedious) details:
Acadia National Park is a spectacular feast for the eyes. It can also be challenging to ride a 20+ mile loop if you’re trying to see as much as possible in a day without a struggle, so the e-bike is an excellent way to get the most out of a day in the park. What ISN’T ideal is to deal with Ross, the owner of this outfit, in the morning. He may be one of the the most irritable, difficult and insulting business owners I’ve had the misfortune of dealing with of late. And it’s NOT a Maine thing, as another reviewer who had to deal with his unpleasantness suggested, because REBECCA, who works in Ross’s shop, was his polar opposite! Lovely and helpful, she listened patiently as I recounted the following:
Yesterday. The morning of our reservation. My daughter awoke with a migraine. At 7am, I began emailing and calling Ross, trying to figure out what our options were (anyone who lives with migraines would understand my dilemma). I was unable to reach him, nor did I receive a call back despite multiple messages. I decided to just drive the 20 mins to the pick up spot so I could speak to someone in person…
I find the trailer and the bikes. Enter Ross. I approach:
Ross: (no good morning, no smile, extremely grumpy). Are you with this group?
Me: No, I actually have been trying to reach you since early this morning…I want——
Ross: Well, that’s strange. I’ve had my phone on since after 7. I haven’t gotten any calls.(Looking down, hurrying around his cluster of bikes).
Me: (taken aback) Oh, well, would you like me to show you my phone?
Ross: No. What’s the name on the reservation?
Me: (I tell him and add) So, my daughter is not well this morning and I’m wondering what my options are. Is it possible to change our reservation to later or tomorrow or…
Ross: No, you can’t cancel at the last minute.
Me: I understand. I don’t want to cancel, and I don’t want a refund. I simply want to figure out if there are any options.
Ross: There aren’t.
Me: Ok, so tomorrow isn’t possible, or later?
Ross: (annoyed and impatient) No. I won’t be here tomorrow.
(By now, riders are gathering and there is a small group of people around us)
Me: (exasperated) Ok, so even though my daughter isn’t feeling well now, and maybe she can ride later or tomorrow, I have no options whatsoever??
Ross: Well, if she’s sick now, how is she going to ride later? Or tomorrow? Look, I’m busy here, and you can’t cancel at the last minute (he’s repeating this over and over).
Me: (searching for small words, as I didn’t feel it necessary to have to micro-explain migraine meds to this man who is clearly not interested) Again, sir, I am just trying to figure something out here.
Ross: (super annoyed now, done with me, clearly, AND I QUOTE): Listen, it’s not my problem that your daughter didn’t want to get up this morning.
Me: (incredulous) Are you serious? Did you actually just say that???
I’ve walked away by now. People are staring - eyebrows raised, and sympathetic mothers/parents/normal people are just shaking their heads and shrugging their shoulders. Thankfully, I’ve used my Amex to pay this inept amateur. They’ll sort it out, even if Ross cannot.
The happy endings? Two of them - 1. We met Rebecca in Ross’s office who couldn’t have been nicer and understanding. And she’s super cool. 😏. She wasn’t given any authority to actually help us, unfortunately, but she certainly made the whole debacle more palatable. 2. We ended up booking bikes with Acadia Bike & Coastal Kayaking. They were awesome; patient, funny AND CHEAPER!! The ride from their shop to the Duck Bridge trailhead is super close and easy - and better than entering from the visitors center. And you can tour around Bar Harbor before and after the park. Totally worth it!!