andres wielandt
We were at Hilton Head island for the Thanksgiving holiday. We decided to rent bikes for the four of us, my wife, our two kids and myself. We decided for Island Cruisers because they were located very close from we were staying at.
All went well, super friendly staff, and the bikes were left on time, just as they told us over the phone. They left us four locks, which we used at all times when not using them.
The problem was the pick up day. We left HH Sunday morning to Miami, leaving the bikes in the same rack where they told us. I even took pictures of the four bikes and of the building where we left them, and sent them to know, just as courtesy, to be easier to find them. I didn’t have to do that.
It was not until Monday morning that I received a call from them telling the bikes were not there, and asking where I had left the bikes and asking if they were locked. They were locked with the four locks, not like others in the place with one lock and the rest in the baskets. We used the four locks !
Long story short, Jason, the manager, told me that in the picture the locks couldn’t be seen and that were not chopped locks on the ground, so they would have to charge 250 per bike...1,000 in total !
Despite having told Jason that the bikes were locked and that I received a call 24 hrs later from the pick up, instead of calling immediately when they noticed that the bikes were not where we left them, I was still being charged. That only I will get a refund if they find the bikes.
Even we left the bikes clean, with no dust or sand, and locked ! I don’t think you can find many customers like me.
This only tells me about their poor customer service, poor management and operations, and that if they were asking me if the bikes were locked and having told Jason that they were locked, they are still not believing me, taking advantage of a picture of the bikes, where unfortunately you can’t see the locks because of the angle of the picture.
This is just unbelievable!
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