Our experience with Wheels on Rails in Traverse City was extremely disappointing, particularly because of how the situation was handled by the owner.
We were traveling out of state and ran into a few weather/traffic delays. Before our scheduled departure, the owner had our family contact us questioning when we would arrive. We explained that we had encountered traffic and weather delays but that we would be arriving at our scheduled time. We did exactly that.
When we arrived, the owner made it clear that they were leaving at that very moment. I had to quickly get my child out of the car and use the restroom before getting on the bike. Rather than allowing us a reasonable moment to do so, they departed without us.
We then got on the bike and attempted to catch up with our group. At that point, the owner laughed at us as she tried to stop our bike and told us she would have to stop us and would not allow us to continue because our group was waiting on the other side of the crossing. She then told us that they have strict policies and that we had failed to follow them, despite the fact that we had arrived at our scheduled time and had communicated with her beforehand.
What was most upsetting was the complete lack of professionalism and willingness to resolve the situation. We were refused a refund and were not offered any reasonable alternative or attempt to make the situation right. Being laughed at while already dealing with a very frustrating situation was particularly unprofessional and unnecessary.
We understand that businesses have policies and schedules, and we respect that. However, policies should not be used as an excuse for poor communication or poor customer service, especially when a customer has communicated with the owner and arrived at the scheduled time.
We paid for an experience that we were unable to participate in through no lack of effort on our part. We left feeling completely disregarded as customers.
I would strongly encourage anyone booking with Wheels on Rails to make sure they fully understand their policies and what happens if there is any delay, even if you still arrive at your scheduled time. Unfortunately, based on our experience and the way we were treated by the owner, we cannot recommend this business. read more