ComplaintsforGreenville Glides

• Initial Complaint

  07/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Four people took Segway tour. Person fell and had to be taken to emergency room 15 minutes into tour. They said they would refund but won’t return our phone calls.

  Business response

  08/02/2022

  Thank you for letting us respond to this complaint. This party of four participants came for their 1.5 hr Segway tour for 1:00 p.m. on July 4, 2022. There was a participant in their party named ********** ****, who fell and was injured early on in their tour time. Please note that falls ARE EXTREMELY rare for our company, and I'm fairly certain that there's not another BBB complaint out there for our company which has been operating in Greenville, SC for over 10 years now. Our guide, Walter, has been with our company for 5 years. He is an EXTREMELY conscientious employee and guide in every way imaginable. He called me (office manager) shortly after Ms. **** fell to report the incident. He reported that Ms. **** had had a difficult time learning to ride the Segway during their comprehensive and mandatory training time before the tour. Walter urged Ms. **** to reconsider going on the tour. He has trained and taken out thousands of guests in the past 5 years, and he has great instincts when it comes to the ability of guests to ride well. The group insisted that Ms. **** go out on the tour with them. Walter then offered to pull her along behind him (which he does from time to time with riders who are not quite sturdy or confident).  Ms. **** specifically and emphatically declined Walter's offer to pull her along. It is very unfortunate that Ms. **** fell and was injured. The BBB and anyone else can review Walter's scores and scores of 5-star reviews online about how thoroughly and patiently he trains ALL our guest. Safety is paramount to him. In this instance, we cannot provide a refund for this party. Walter (who has no real say-so in whether or not a customer is able to receive a refund) might have told Mr. ***** that he would check on the matter of a refund. And one of our office staff did review the matter. This tour was on July 4th, one of the busiest tour days of the year, and they had 4 spots and ultimately this incident added a great deal of distress and chaos to the day. It is VERY clear in the waiver that Ms. **** and all participants sign that there are no refunds under any circumstances once the tour has begun. (Actually no refunds at at all unless an owner approves -- under rare circumstances. Please see the attached images (front and back) of the waiver Ms. **** signed before she started the tour. Thank you, Carol B*** (on behalf of Dianna W***). 

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