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“Poor service/ faulty equipement” 1 of 5 stars
Review of Snowtips-Bactrax

225 Bear Street, Banff, Banff National Park, Alberta T1L 1B5, Canada
(403) 762-8177
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Ranked #37 of 55 Activities in Banff
Type: Tours, Gear rentals
Attraction details
Senior Reviewer
9 reviews 9 reviews
6 attraction reviews
Reviews in 5 cities Reviews in 5 cities
9 helpful votes 9 helpful votes
“Poor service/ faulty equipement”
1 of 5 stars Reviewed January 22, 2011

Be VERY careful when renting equipement from this shop. They will rent you faulty/damaged equipement, pressure you into buying damage insurance which doesn't cover the damage previously done to it and upon return charge you for the damage that was done before you even walked out the door.
Should you rent from there, I strongly recommend you get a full inspection report done and signed by a staff member or manager, also take a picture to prove the condition of the equipement at the time of rental.

Visited November 2010
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
, Manager at Snowtips-Bactrax, responded to this review, January 31, 2011
We are sorry to read your report of Poor service and faulty equipment. Snowtips has been in the business of renting equipment in Banff for over 30 years. We have a system in place where all skis and snowboards are inspected upon return for any damage then carried directly to our workshop in the basement where they are inspected again and repairs to the bases are filled, edges are redone, bases are waxed then returned upstairs for rental. Renting out a damaged snowboard or skis is not possible. We do live in the Canadian Rocky Mountains so Rock damage Insurance is offered to all customers, but it is there their choice to accept it or not. Our equipment is used for 2-3 years depending on the use, then sold second hand to 1st time skiers or snowboarders, repeat rental customers who want to own their own, or customers looking for great deals on second hand equipment! Each year we are sold out before the new rental season begins.
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20 reviews from our community

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English first
Calibishie, Dominica
Senior Reviewer
10 reviews 10 reviews
5 attraction reviews
Reviews in 7 cities Reviews in 7 cities
8 helpful votes 8 helpful votes
“Awesome bike tours!”
5 of 5 stars Reviewed September 9, 2009

We took the Vermillion Lakes bike tour and also visited the garden/view at the Administration building. Our guide, Lorne, was beyond excellent, and the (presumed) owner of the bike shop was a joy as well. Bikes and helmets were great. Price an excellent bargain. We've done almost every summer activity in the area and thus was one of the best!

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1 review
1 helpful vote 1 helpful vote
“Very Disorganized - Poor service. Faulty equipment.”
1 of 5 stars Reviewed August 6, 2009

In my experience, these guys proved to be disorganized, they seem to lack communication amongst themselves, and either they don't have a system in place to ensure their equipment is up to standard, or they simply don't exercise it. All of these can lead to poor misfortune, and although I made it through my predicaments unscathed, I would not trust them to supply adequate equipment. Some of the terrains and conditions in the area are quite rugged - why risk it when there are others in town who deal in the same arena.

A group of us rented equipment for an overnight hiking trip. We should have checked our equipment before leaving, had we, we would have saved ourselves the hassle of propping up one of our tents with sticks and boulders. Upon return, it was confirmed they had given us the wrong poles to go with the tent - they were over-sized. Likewise, the other tent had extra poles (which did not belong to either of our tents) meaning there's another tent out there missing poles.

Their resolution, upon return... Very little. They weaseled their way out of giving us any form of compensation. What they did instead was charge us for an extra day due to us bringing the tent back "late". Their attitudes were, we'll forget the late charge if you forget the shoddy tent. To me, it seemed they were simply trying to break even as apposed to resolving the real issue.

I'll break it down. We went in Tuesday afternoon looking to rent tents for Wednesday night. The girl serving us asked us how many nights. We said one. She charged us for one night. We asked when could we pick up the tent. She said anytime - which is why we went in later that night to pick them up. It's only when we brought the items back on Thursday afternoon that we were told we should have been charged the extra night, which is exactly what they did.

Had she told us the timer starts when you pay, we probably would have made the payment when we picked up the tents, which would have given us an extra 7 hours. Likewise, if we decided to pick them up the morning of, that would have given us an extra 14 on top of the 7, which accounts for much of the "extra day" late fee.

In other words, absolute rubbish. You don't tell your customer "it's ok" only to scold them for lack of common sense after the fact... which is exactly what they by telling me "common sense, 24 hours is 24 hours - you should know that." - there exact words.

Unfortunately, this was not the only issue I've had with this business, weeks prior, I had an issue with a bike repair. They basically took 3 weeks to perform a repair they originally said would be ready for pick up the next day (they coined it a 5 minute job). The first few times we showed up for pick up, no one knew of the item which needed repair. Later, we were then told it was busy, hence the delay. This explanation might have been believable had the workers not been hanging round cash talking to each other every time we showed up. Nearly 10 days had passed before we received confirmation that someone had actually looked at our bike - this is when we were told we needed to wait for a part to come in. A week later, still no part, still no bike. Finally a little after 3 weeks went by before we went in saying if they weren't going to find time to repair it, to simply give it back... their reaction, and I quote... "you really need the bike back that bad". Nooo, lets wait another 3 and a half weeks. Never the less, they told us they'd do it first thing in the morning. When we went in the morning of, they simply stripped the gears and made it a 3 gear bike... because they were still waiting for that bike part. To this day, we have yet to receive a call from them telling us the part is in, it's been nearly 2 months. We've stopped waiting.

I can't trust these guys with anything else, especially if it means being stranded in the bush with faulty equipment again... I would have to advise against using their services, and opting for one of the alternatives in town.

Any questions or after alternate suggestions... feel free to contact me.

Take Care.

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5 reviews 5 reviews
Reviews in 4 cities Reviews in 4 cities
4 helpful votes 4 helpful votes
“Great place to rent bikes in Banff”
5 of 5 stars Reviewed August 24, 2008

We took a guided bike tour, two hours, to Vermillion Lakes. Very reasonable rates, and they only charged us for 1.5 hours and did not charge for two women who turned around in the middle. Very patient with fitting us with bicycles and gear, very pleasant both in the shop and on the trails.

Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.

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