This was possibly the worst experience I have had ever. We arrived at the location given no signs or any indication of a business. We did notice some bikes in an old store front so we walked up but it was locked. No signs no indication of any life. We called the Viator contact and was redirected to a switch board for the business. The operator said their employee was out making a delivery. We waited. He showed up 15 minutes later and checked us in. He said he needed to keep my license until we returned the bikes, I laughed and said just take a picture. He said it was policy. I was ready to walk out but he took a picture and gave me my license back. I should have aborted then. We got our e-bikes and dirty broken helmets. He said my wife’s bike was good but mine may cut out of if I hit a bump? I said I would like another bike. He said they were all broken or not charged. The store was full. I reluctantly took the bike and made it 75 feet and it shut off. I tried to reset the computer but nothing. I walked the bike back and he banged on the computer and said it should be good to go. I said I wanted another bike, he said he had nothing but went into a back room and brought out a bike that looked like it was underwater. The. Chain was so rusted it was solid. He came out with a quart of motor oil and dumped it on the chain and attempted to resurrect this rusted mess. I said are you kidding me? He said the first bike should be good now that he slapped it around. I didn’t want to ruin my wife’s day so I agreed again. He said call the number on the slip if I have any problems and he would bring out the fully charged good bike in the showroom. Well I didn’t make it about two miles until it died. I tried calling the number and no answer. I reset the computer and headed back to the store and made it 100 feet. I called again and got the switchboard again. The operator said he must of stepped out. I rode the bike back with no assist. Now two hours in and the store was locked up tight. I called the switch board again and they said he was five minutes away and that I needed to wait with the bikes or I was responsible if they got stolen. 30 minutes later and two phone calls he.came walking down the street. NEEDLESS TO SAY SO NOT EVER USE THE LOCATION. Awful experience and shame on the parent company for putting a person in a position they clearly can’t handle. He would not look me in the eyes and never apologized. I was direct but not rude to him.
Thank you for taking the time to share such detailed feedback. We are truly sorry to hear about the experience you had during your electric bike rental. This is not the level of service or equipment quality we aim to provide for our guests. We sincerely apologize for the issues you encountered with the bike, the delays, and the lack of communication during your rental. A reliable and safe bike is essential for enjoying Hilton Head Island, and we understand how frustrating it must have been to deal with repeated equipment problems instead of being able to enjoy your ride. We are taking your feedback seriously and will be reviewing this situation with the local team to address the concerns raised regarding bike maintenance, customer service, and the overall rental process. We appreciate you bringing these issues to our attention and apologize again for the inconvenience. We hope to have the opportunity to provide you with a much better experience in the future.
