ComplaintsforCreeper Trail Bike Rental - Shuttle, LLC

• Initial Complaint

  09/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  September 9, 2022 Paid $222.27 for 6 bike rentals and 9 shuttle rides. All 6 bikes were broken and not working properly, making it nearly impossible to complete the trail once the shuttle had dropped us off. The business offered NO solution at all.

  Business response

  09/20/2022

  These guys did rent bikes with our company, and did finish the trail, they were obviously looking for a free ride when they got there, anytime someone rents a bike and shuttles to ******** to do the trail they are given a trail map and verbally given specific instructions on what to do if they encounter mechanical problems on the trail, we explain to them that because there is no cell phone coverage on the trail that they should go to the nearest landline phone and call us and ask for a new bike to be delivered. It is the same policy we have had in place for 16 years. According to their own google review posted yesterday they said they had issues with all six rentals within the first 2 to 3 miles on the trail. However, there are multiple homes and 2 forest service ranger stations all with landline phones on that section of trail, at no time did they even attempt to send one of their 9 riders ahead to call for help. When asked why they didn't call for help they only responded that there was no cell phone coverage on the trail so they couldn't call. They also claimed that one of the guys in the group was a "cyclist" and knew how to work on bikes and had used tools inside the "tool" kit provided by us and attached to one of the bikes to attempt to fix the issues, which would have been hard to do since those are actually just flat tire kits and contain only a spare tube, emergency pump and a small plastic tire lever. There are no tools inside the kits for working on bikes. They complained that the chains kept coming off the bikes well as multiple other issues, but after inspecting and riding all the bikes in question, employees found that when shifted correctly the bikes worked fine. All bikes were placed back on the floor and rented again the next day without any issues at all. I was not present at the store when they came in but have talked with all employees involved and they all say that this group was some of the most arrogant, rude, condescending, and totally irrational customers we have ever had to deal with, they repeatedly threatened the employees with bad reviews if their money wasn't refunded. The manager called me as soon as they left the building and explained what had happened, since then, they have posted extremely bad reviews on google, all made up, and exaggerated, many to the point of being absolute lie's, our company has been in business for 16 years, and has a reputation as being one of the premiere outfitters for the Virginia Creeper Trail, we have been members in good standing with the BBB for several years as well, we strive to make sure that all visitors to our area are treated with respect, and courtesy and we do everything possible to make sure that all equipment is maintained and in good working condition when rented out. In return we ask that all customer's take on some level of personal responsibility while on the trail, and follow guidelines and instructions that are put into place with the safety and well-being of the riders in mind. we also ask that our employees be treated like human beings and not berated and talked to as if they are inferior, or at some level responsible for the customers own inability to follow simple rules and instructions. Everything being said, I see that they are still seeking to get their money refunded, and yes if that's what they actually think they deserve then I will offer a full refund. They are the ones that have to sleep with their own actions. Please let me know what I need to do next to begin the refund process.

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