Complaints

• Initial Complaint

  04/11/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have booked a bike bar twice. They charged my credit card the full price both times. Both times they charged me in full and overbooked and didnt send me a bike bar which I paid for. I expect a fully comped ride plus credit for another ride equivalent to 2 rides.

  Business response

  05/05/2022

  I have found their bookings and Im afraid the woman complaining is still wrong. We didnt over book them, we got a flat tire a few minutes into their tour and were unable to complete it. And this happened once, not twice. I did fully refund them and I did give them 50% off their next tour as a result. Please see the attached documentation of a text message I had directly with Paityn. My next email will show her bookings and rebooking with a discount.

  Business response

  05/05/2022

  Please see the attached original booking. And the rebooking with the discount. Our normal price is $325 and you will see that we only charged her $171.50. They got fully refunded for the tour they didn't receive and were very happy with a half off coupon for another tour, which they have already done. I feel like this is top notch customer service and clearly you can see by her reaction in text that she is very happy with the result. I will consider this matter closed without consequences to my business. Thank you.

  Customer response

  05/05/2022

  This is the most recent one - under the name Paityn Manor. 

   

  Paityn had spoken to this guy (****) a week or so after i booked this and asked to change it. That's why the email said 3:30. But he did tell me over the phone he switched it to 8:15

   

  I am still looking for my invoice that was cancelled previously under the name ***********************. 

  Customer response

  05/06/2022

  Hello, 
  
  I just received the email from the owner of the company stating that she will consider the matter closed without any problems with her business.  She also stated that I was obviously a happy customer as seen from a text message (which I did not see).
  
  If I was a happy customer, I would not have taken the time to reach out to the Better Business Bureau.  
  
  It is true that after they cancelled my first booking (under the name Madison ******** they were able to offer a substantial discount for the next booking (under the name Paityn Manor).
  
  Then, lo and behold, we show up for Paityns 21st birthday with 18 people on a Saturday night at 8:00pm.  No bike bar showed up and we were told that it was unavailable since they overbooked us (YET AGAIN!!! THIS IS TWICE NOW!!).
  
  Let me ask you this, what are you supposed to do with 18 people on a Saturday night for a 21st birthday in a college town?  Do you actually think all 18 of us could get into anywhere for some entertainment without a reservation?  No we could not. Also, some of the members in our party were not 21 which is why we chose the bike bar to include everyone.
  
  After much anger and complaining over the phone by my sister, *********************, we were able to get a bike bar (LATE) somehow.
  
  The owner has no right to say that I am a happy customer.  We have been shafted by the business TWO TIMES now where they cancelled last minute or didnt show up at all claiming they overbooked!  Not my problem - DO NOT OVERBOOK THEN!!
  
  I expect a full refund from the Saturday April 9th booking and a FREE bike bar for one future use for my troubles.  If not, I expect that this business will have a bad report on the Better Business Bureau website for others to be made aware,
  
  Thanks,
  
  *****************************
  

  
  

  Business response

  06/07/2022

  Hello,
  
  I am unsure why this matter is not closed. Did nobody review my rebuttal? There is no way this is still a debate based on the proof I provided of a massive discount, rescheduled tour and text messages of the party members confirming they are very happy with the resolution. Please review the evidence again but do it with the following in mind: 
  
  1. The first complaint states we charged her "full price twice," yet we have no record of any booking other than the single booking she made under her niece's name that got rescheduled and refunded, and she hasn't produced any proof of any charges from a second booking. We agree that she made the booking under her niece's name, and whatever card that was used is the same card that we refunded and those receipts were attached to the last rebuttal. Please review it.  
  
  2. She contradicts herself again in her second rebuttal stating that we again "shafted her twice," but did end up giving her a deep discount, rescheduling the tour and delivering that tour though we arrived back to the lot a few minutes late while her sister called angrily. 
  
  So which is it? Was she charged twice and "shafted" or did we give her a deep discount, rebook her and deliver the tour? The evidence is all in the last email, which is why I am confused as to why I still have to deal with this. This was handled with the girls she booked one tour on behalf of more than 58 days ago, here is a quick overview of her most recent rebuttal and my responses.
  
  1. I am a man, and she keeps referring to me as female. Why? There is another bike bar in town with a female owner and perhaps this lady is confused and thinks we are them?
  
  2. I do not have any credit card transactions under ********* name and none were provided in the first complaint. ******* isn't on the receipts of any booking, I never had any correspondence with her, and I am not sure if she was even in attendance for the first event. The names on the receipts are ******* ******* Paityn Manor and *********************. 
  
  3. I did not send ******* a text message, nor did I say that I did in my last rebuttal because I don't have any record of this woman or her contact info. I sent a text message to Paityn and to ******* as evidenced by my first rebuttal's attachments. Again, please review. 
  
  4. She admits we canceled and gave her a deep discount and offered to reschedule after our bike broke down. You can't fly a plane when it breaks down and it's no different when one of our bikes breaks down. In these situations we have three choices: offer to move the booking, refund the booking or discount the booking. We did two of the three - We moved it and gave the booking party back 50% of the total cost as evidenced again by the receipts in my last rebuttal.
  
  5. I provide proof of a positive resolution via text message with the people she references she booked the tour for even though her name is nowhere on any online booking receipt or in our database which captures and collects EVERY customer's information.
  
  6. In paragraph 4 she claims we did not show up for the second booking, then complains further about what to do with a group of people on a friday night if the bike didn't show up. She then admits in paragraph 6 that her sister called, we did actually show up with a bike and we did deliver a tour. So where is the problem? We are so glad she didn't actually have to do what she complained about having to do if we didn't do what we actually did. 
  
  7. In what we will call paragraph 7, the complainant shares with us that I have no right to call her a happy customer. She's right, because she is not a customer. She has never paid for a tour that I can find, let alone two, and frankly I am unsure whether she was in town for any of this as she lives in a different state. There will be no additional refunds or tours offered and I will consider this matter closed for a second time.

  Customer response

  06/11/2022

   
  Complaint: 17009766
  
  I am rejecting this response because:
  I am not sure what you would like me to say. This business owner is angry through not fault of mine. I have a right to be angry. I booked 2 bookings under my 2 nieces names, *********************** and Paityn Manor. He is accusing me of being a liar although I have no reason to lie about these 2 bookings. I was in town for one of the bookings although I am not sure why it is relevant whether or not I was present. He is completely rude and unprofessional and has been harassing my young nieces via text and threatening that they can never book through him again. Not that we ever would! Also to dare say that I may be confused and booked through a different company which is female owned is humorous. I am fully aware of which company I booked through. It is not my problem that this man doesnt know how to run a business and continues to take advantage of young college students but I am entitled to my opinion and complaint of his company. He will not bully my nieces or me into submission. 
  Sincerely,
  
  *****************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩