I have filed a complaint on-line with the Better Business Bureau, the Chamber of Commerce in Bryson City, Angies’ list, Yelp, and Trip Advisor against Bryson City Bicycles.
My husband rented a mountain bike on 12/31/14 from Bryson City Bicycles around 1:15 pm. The owner attached the rented bike rack and mounted the Norco Fluid 7.2 mountain bike with a bike beam after extending the bike seat to accommodate my husband’s height. My husband never touched the bike on the bike rack and was concerned at the time if the bike was secure on the rented bike rack which the owner said it was.
My husband then drove to pick me up to go mountain biking but I was not ready. When I looked out of the front door I saw the rented bike on the bike rack. My husband then drove to pick up our daughter and friend along with our own 3 person mountain bikes but when he arrived he noticed that the bike was no longer on the bike rack.
As he drove back to pick me up he looked everywhere between the 2 locations but could not find the rented mountain bike. When he was almost at the location where I was at, he found the seat of the bike in the middle of the road and got out again to look for the mountain bike but could not find it.
We then drove back to Bryson City Bicycles to tell the owner (Diane Cutler) that the bike had fallen off and was lost/stolen because of improper installation/faulty mounting equipment of the mountain bike on the bike rack. Diane said she would talk with her partner and let us know the following day. We rented another mountain bike so we could go biking the following day.
When we returned the 2nd rented mountain bike on 1/1/15 at 5:30 pm, Diane told us that she was charging us $1153.50 for the lost/stolen bike and would take absolutely no responsibility for her faulty installation/faulty mounting equipment which caused the bike to fall off.
I believed at that moment that she would not let us leave until we had paid her the $1153.50 and almost begged her to give me some time because we were far from home on an extremely tight budget and this charge would cause us a severe financial hardship and would most likely strand us far from home.
Diane was completely unsympathetic, would take absolutely no responsibility for her faulty installation/faulty mounting equipment and charged us regardless.
Even though Diane said they had never had this issue in the 5 years they had been open, that does not justify that it did happen to us. My husband never once touched the bike on the bike rack after she installed it and never once left the bike on the bike rack unattended.
My husband Volkert de Weijer and I are requesting a refund of the $1153.50 that was charged due to faulty installation along with the $47.50 for the second rented bike
We feel the charge of $1153.50 by Bryson City Bicycles is completely unfair due to the owners faulty installation/faulty mounting equipment.
Please be advised that these owners will take absolutely no responsibility for their own installation and mounting equipment, will charge top dollar, and are completely unsympathetic to their renters.
Gaylene de Weijer
74 San Remo Drive
Weston, FL 33326