LSWONE1

Review of Factory Bike, C.A.

Deleted original review so I can reply to Owner.

Deleted original review so I can reply to Owner.
*Reply to the Owner*
Dear Business Owner, I was not able to reply to you so I am editing my review to include a response.
Thank you for taking the time to read, and reply to my review. Let me reiterate that my original review stated your staff was very courteous and made us feel welcomed. He had a great attitude and was happy to help us.
As you mentioned, I did go out of my way to share my experience. When an establishment provides great customer service, I will go out of my way to thank them publically, and share my experience. This is the first time I have gone out of my way to leave a negative review. Below are my replies to your comments.
1) I appreciate you keeping a watchful eye on your customers. We all were taken care of but a smile here and there would completely change the perception of your watchful eye. This is just a suggestion that can make a difference in how we perceive the attentive employee.
2) My Wife, Teen Son, and I remember your approach to the Child playing with the bell differently. I understand you wanting to protect a product from damage but was surprised with your delivery. What you stated in your reply to was inaccurate and not how you addressed the child. Had you really said it the way you stated above, it would not have been an issue.
3) I was not made aware, nor would the others in my party that a $400 charge be made. The amount was never specified. It would not have been an issue if we had been notified beforehand. What was odd, was I only saw the $400 charge when checking my transactions and not the actual $43 rental charge. The rental charge did not appear until 2 days later.
4) When we returned to close our account, I was surprised when you asked me for the bike lock as we did not need one. We only intended to ride for 30 minutes as we had a prior commitment. I responded we did not check out any bike lock from you. You then asked me "Are you sure?" My first response should have sufficed, but it was not accepted as truth as you mentioned. I was asked a second time.
In summary, you first kept an unfriendly watchful eye on us. Second, you addressed the child with the bell in a stern manner. Third, you questioned me a second time even though I assured you we did not have a bike lock. You did not take my word as truth. What am I to assume? Maybe I would have refrained from this review, but when all parties met for dinner, they asked about my experience with the older Man at the bike shop because they mentioned their dissatisfaction, and uneasiness. I shared my thoughts and we mutually felt uneasy, and unwelcomed by you. We all asked why else other than our ethnicity would we be treated this way? My Intention is not to hurt the business, in reality, I am offering you my honest opinion and perhaps some constructive criticism. If in fact it was not your intent to make us feel this way, then I can appreciate that. However, it is not the intent, but perception that leaves a lasting impression. Please take my review for what it is, not to hurt/damage your business, but as an opportunity to improve dealings with future customers. I would like to close with stating the location and shop are nice, the bikes are well kept, and your Employee was excellent! Best regards, Luis.