Awful company run by an arrogant man. Do not use them. Me and a friend were picked up promptly from the ferry and rushed to the office in a minivan. When we arrived we rushed through paperwork with Bob and were informed that some areas of the island were not accessible and that the scooters had to be returned promptly at 5pm even though on the website you are given a wide variety of return times after 5pm. We then asked about a brief lesson we had paid $10 each for on the website and we were told that this was not part of the service. The scooters themselves were in bad condition and after only an hour me and my friend felt uncomfortable riding them. I went back to the office to return my scooter and parked about 15 yards behind and to the side of the minivan. Just before I got off Bob reversed quickly in the minivan and turned into me knocking me off my bike and trapping my ankle between the bike and the back of his van. Luckily I did not suffer a broken leg but my visit to Waiheke was wasted in a doctors office having my cuts tended too.
Bob showed no remorse for his actions, he only seemed focused on getting more customers through the door. Out of the $121 we paid we got only back $49 from Bob and I had to take a week of work and pay out medical bills. Worst customer service I have ever come across.
Unfortunately our experience was less than desirable. Bob is rude, arrogant and bordering on obnoxious. I get the distinct impression he is over dealing with the public which screams volumes.
The website leaves out important information and offers return options he will not honour. This coupled with the fact that the office is some distance from the wharf and the van for transporting customers seems a bit dodgy - STAY AWAY FROM THIS BUSINESS.
We were met at the ferry which was great. Walking back to the van we were quizzed as to why we had chosen one of the new ferry services to Waiheke..... 1/2 dozen questions later we were advised that the new Ferry Service timetables were a real pain in the arse for him as he now had to accommodate more frequent trips to the wharf and had to make decisions about who would wait because the new services sailed at quarter too and quarter past the hour. That was pretty awkward for us listening to his rant..... After all we just jumped on a Ferry.
Back at the Office we enquired if we could alter the booking to a tandem scooter which was no problem but a refund for the difference was not possible - OK fair enough.
I enquired if we could buy out the $750.00 excess to reduce our liability should something go wrong - nope not possible.
I asked for directions out to Stoney Batter, the reason for our visit, and was informed that mopeds were banned from the gravel roads and we would be fined $200 if we went there.
As we were reading through the terms we were advised the Scooters had to be back by 5pm sharp...... We had booked a 6pm return on the website and the Ferry at 6:30pm. I pointed that out and was told they had to be back no later than 5pm. I tried to discuss this and when showing him the printed booking confirmation from Fun Rentals Website we were told he didn't need the aggravation and was cancelling the booking. He offered to take us back to the wharf and I was advised the money would be refunded later.....
I insisted the refund was processed while we were present as he was trying to usher us from his office, on my insistence he reluctantly obliged.
His website does not mention any no go areas on the Island, the website allowed us to book a 6pm return and in the FAQ section he seems very flexible around return times.
We returned to the wharf and used one of the two Vehicle rental companies just down from the terminal. They were courteous, professional and significantly more pleasant to deal with. The return time was at our leisure with an A/H key return slot.
All in all I accept that people have good days and bad days however if you cannot maintain some sort of professional demeanour in this line of business then you should get out. Couldn't recommend him and would like to thank him for showing us the door as it would have bugged me all day knowing I had paid him a cent for his poor effort on all fronts.
Avoid this rental company! Poorly maintained scooters, hidden charges and terrible customer service.
After booking a scooter online, we arrived on the island to be greeted with an additional $20/day 'overnight fee' and the news that a large part of the island was off limits and we'd be hit by fines if we ventured into these gravelled road areas. After forking out the extra cash we grabbed our scooter and hit the road... almost literally. The steering column was so wobbly that cornering was a very scary experience (and I'm a motorcycle rider).
I quickly returned the scooter and was given a new scooter. This one proved to be almost as bad - the rear tyre was flat and none of the indicators worked. I returned the following day to get a refund or a third scooter, but instead got ignored and left at the premises while Bob left to return punters to the ferry. An hour later he turned up, booked in a few more punters, ignored me and left once again... So I proceeded fill the tyre myself (from less than 10psi) and used hand signals for the rest of the holiday.
On returning the scooter at the agreed time, Bob didn't show up. We tried to call and waited almost 2 hours - we eventually gave the helmets and keys to the coffee shop up the road and took the bus to the ferry.
Some of the worst customer service I've ever experienced.
2 Belgium St Ostend Waiheke 1081
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