Complaint Review: Key West Services - Scooter Rentals Key West - Key Florida

HANK DEAN has proven to be a very talented SCAM ARTIST: His Key West Rental business is now 100% on-line. There is no shop in Key West and Hank Dean lives in upstate New York (you'll see your credit card charges are placed through Watkins Glen Guest House).

"When we arrived, the scooter they offered looked like it had been dragged to Miami and back behind a truck, and the rest of the fleet looked about the same. I refused the scooter and was promised thay would process a refund. Well, now it's three weeks later, no refund and no response to my emails. Here we go....

 STAY AWAY!!!!!!"

"They are on Roosevelt Ave. But I hope no one ever uses them!!!! Bike rental horrible!!! They never respond to your calls, still fighting to get my credit back on Amex card. Do not use this business!!"

"Horrible bike shop. Junk bikes and owner is a jerk. Seeking legal counsel against fraudulent charges by this bike shop."

"I am also a former mishap of Key west Wheels and its not the employees fault. It's the owners fault, Mr. Hank Dean. He is violent when argued with. I dare anyone to call him and tell them they had a bad experience, he will curse you or just hang up on you and screen and/or block your number. He literally told me to get off his lot when I changed my mind to rent a bicycle instead of a scooter. His exact words, "Thanks for wasting my time". OMG, never had such horrible customer service."

"Hank Dean is the owner and his business is located at 1800 N. Roosevelt Blvd. He is the bike rental place in Miami Subs parking lot. He is a scam artist. I recommend that no one does business with him. He cheats people out of their money. He has abruptly kicked customers off of the lot for no reason. And he does not pay his employees. (I searched court records and he has pending cases with past employees for nonpayment).And he has knowlingly overcharged credit cards."

To begin with, it is important to understand that this customer has posted several lies about this rental and our company and owner on the internet. The owner has voiced his intentions to sue the customer and each of the customers that signed the contract has been verbally notified. They will be put on notice this coming week by the company's attorney. We will only address the larger issues. The Lies: 1. The customer claims we took half an hour to deliver the scooters. Rebuttal: While a half hour delivery time is not unusual especially for a 7pm delivery, we were on scene at the rental in 20 minutes... pretty impressive actually considering pizza delivery averages 45 minutes on Key West. 2. The customer claims that it took nearly 2 hours (8:49pm) to rent them scooters because of faulty machines. Rebuttal 1: When their concierge originally called for a 7pm delivery for, as she described them, Miami weekend tourists, we were reluctant as many "weekend warriors" from Miami, as they are widely referred to on Key West, are incredibly disrespectful customers that are dangerous in traffic and frequently damage equipment. We decided to do this concierge a favor as all the other rental agencies were closed. BIG mistake. They were given a generous "Group Discount" only to demand separate contracts upon arrival, which is very time consuming. We did have two BRAND NEW machines that were hesitant to start, but the customer did not want to wait the ten minutes it would have taken to deliver another machine from our warehouse and they left with the five machines. 3. The customer paints the owner as being unreasonable, unavailable for service and as 'yelling' at him: Rebuttal: At nearly 9pm, the business was closed and this unreasonable owner had sat down to a dinner that came an hour later than usual because of this poor customer. After 5 minutes of "one sided" conversation with this demanding idiot the owner stated his case, informed the customer that he had the scooters for another day and terminated the call. 4. The customer recommends using another fixed base operator so that you will have a physical location to go and complain, but fails to mention that his complaining would have taken place at nearly 9pm... 4 HOURS AFTER ANY MOST OTHER RENTAL COMPANY CLOSES... My recommendation is any other Key West rental companies reading this avoid these and for that matter most Miami weekend customers in general, unless of course you enjoy aggravation. Summary: We are Key West's largest mobile operator, quite large and warehouse based, hence no physical address. To emphasize... WE GO TO THE CUSTOMER, and they love it. The customers paid for a 1 day scooter rental for 5 scooters at a deeply discounted rate. The "group" of customers were generously given the favor of being able to return the scooters a full 24 hours later at 7pm the following day. They DID NOT return the scooters to the hotel rental area until after closing time (nearly 2 hours later) despite communication over the phone. The customers were logically charged for a deeply discounted 2nd day... end of story. Additional notes: Our contract clearly states that we can charge an additional $50 per machine for an unscheduled pickup if scooter is not present on time.. We DID NOT charge this additional fee even though we could have. We actually saved the customer $50 per scooter. If they would like to press the issue and consume more of our time, we WILL charge that fee. It is very rarely implemented, but this is exactly the kind of ridiculous customer that it was created for. The customer disputed the credit card charges, and by doing so, is committing fraud by contesting these charges. A copy of their contracts are available upon request... their sensitive credit card and contact information will naturally be blacked out to protect their privacy. Thank you for your time and for providing this service. Hank Dean ScooterRentalsKeyWest.com 305-295-7777