Hi Emma, I really appreciate you taking the time to leave your review. I am so sorry that our staff forgot to give you your ferry tickets after you paid for them. Buying the ferry tickets in advance from us is supposed to make your trip back from Sausalito smoother, but we actually inconvenienced you and I apologize for that. I am glad that our customer service team was able to refund your tickets with no issues, and I thank you for giving us the chance to make things right. I am happy that you otherwise enjoyed your bike rental, and that you all liked the electric bikes! Thank you for your recommendation, and I hope that you come back to visit us soon! Best, Ashley

After booking you called in the morning and asked if you could have more than one battery so you could spend all day on the bikes. We told you the bike battery last 40 miles and if you needed more there’s a fee for a second battery. Declining the 2nd, you rode to Tiburon and back (32 miles)to our shop to ask yet another staff person for a free, 2nd battery. Said staff member told you (again) about the fee, you declined again, and rode to the GG Bridge & back (12 miles)- tipping the bike over 40 miles. When the battery died, you called demanding we pick you, your husband & and the E-bikes up, and since we don’t provide livery service we declined. And here we are! While we share your enthusiasm for biking all over, we didn’t do anything we didn’t tell you upfront (albeit we actually told you twice). If you had only paid the fee you could’ve had a second whole bike for the day, and not felt frustrated posting a negative review that we don’t deserve. Next time just grab a second battery so you’ll be satisfied, SeaCoral7 !

Thanks for riding with us and the wonderful feedback !!

Hi Orymo, As told when you called, we close at 730 pm and do not stay open past that. We pay our employees a living wage. This means, when we close, if they have to wait for you, they now have to add time to their long workday, change their after-work plans, and also be paid overtime. The $45 fee covers this. There are many instances in life where being late spurns a fee, and unfortunately this too is one of them. It doesn’t mean we did not provide excellent service- we did, including when you called and were surprised that closing at 730 means 730 and not later, and including waiting for you when you were late…we are confident that doesn’t mean WE are rude, but rather, running an efficient company that honors our workers.

Thank you for taking the time to share your feedback, it means a lot to us. We're so happy that you enjoyed your rental and you had a nice trip over the Golden Gate Bridge into Sausalito! We are thrilled that you enjoyed our new electric bikes, they really make the hills a breeze. We hope you'll come back and visit us again next time you're in San Francisco! Ashley

Thanks for the positivity about the bike. As you saw from the sign on the door at our 501 Bay location directing you to our 2661 Taylor location, a short, one-block walk, we have reduced what is open due to the Covid-19 global pandemic. Although it was a slight inconvenience for you, all of tourism and small businesses are suffering right now and we hope you can find it in your heart to be patient with us and all the world as we in the workforce try to survive and keep going.