Worst experience ever.
DO NOT RENT WITH THESE PEOPLE.
We rented 4 electric bikes on April 18th, we paid the full amount in cash but they kept our credit card details until we returned our bikes. We returned the bikes on the same date before 6pm as they asked and they retuned the credit card details.
On the following afternoon they started to call us and they sent a bunch of messages asking for the bikes. They contacted us on facebook, instagram and they even sent a message to my working place asking for the bikes, implying that we stole them. Not to mention that they called the hotel in which we stayed, not being successful in finding us as we had already checked out. Once we could finally get in touch, we explained that the bikes were already returned and they explained that their employee(the one who received the biked) did NOT check the bikes as returned.
Today, May 2nd, I realised Bay City Bikes CHARGED me 1.000 dollars on my credit card. I called them and they checked their system, which confirmed the payment.
When I called the company to check out how they were refunding the money and, of course, to complain about the “mistake”, a very rude employee did not even listen to me, she only explained that the money was refunded and her next word was “bye”.
What really got my attention was that the payment for the 1000 dollars was made on April 19th, a day after I got my credit card details “RETURNED”.
CONCLUSION:
1. Their employee never checked our bikes as returned
2.They harassed us asking for their bikes when the mistake was theirs.
3. They implied in messages that we stole their bikes.
4. They charged us 1000 dollars for the bikes which WE RETURNED IN PLACE AND TIME.
5. They kept my credit card details against my authorisation.
6.They were rude and impolite on the phone when talking on the matter.
Ответ от хоста
May 2021
Dear Victoria,
Firstly, we would like to apologize for the inconvenience this has been on all parties involved.
As most businesses in San Francisco are just starting to reopen, after over a year of being completely closed, we have had to hire and re-train staff en masse. During this time of economic hardship, our shop has been burglarized and vandalized several times and many bikes have been stolen. Therefore, we’ve taken measures to avoid more loss; this unfortunately affected you.
The staff member assisting you made a mistake, which we do apologize and take full responsibility for. Said mistake led us to believe that you still had the bikes in your possession and had not returned them when due. We then tried all avenues to reach you and inquire about the bikes including texts and phone messages.
At the time of rental, we authorized the credit card you gave us for deposit, provided for the case of stolen or lost equipment. After nearly 24 hours of trying to reach your party and without a response, and as a course of normal business, we used that amount to cover loss assuming the bikes had been stolen.
We appreciate your feedback on the employees who assisted you. As we thrive on our outstanding customer service, we have taken measures to make sure this will not happen again.
Lastly, kindly understand the situation from our side; following an explosive pandemic, the severity of expensive equipment being lost or stolen is simply not sustainable.
Again, we are very sorry with this mishap and we hope you enjoyed riding with us.
Best regards,
Andrew