Moab Cyclery — Attraction in Moab

I will never do business with Moab Cyclery again. I rented a bike to ride the Whole Enchilada, and was never told a time to return the bike. I assumed it was 6:00 given that is their stated closing time. Unfortunately for me, midway through the ride we had two in our group experience mechanical difficulties at several times on the trail, eventually resulting in limping their bikes out on the jeep road. As a result, I did not get to the trail head until 6:00 and b-lined it to the shop. Luckily or so I thought, I caught the last shop worker leaving about 6:30, so I asked if I could leave the bike with him. He was pissy, but eventually said yes, but that they would have to charge me for an entire second days rental even though he acknowledged that they had the bike rented the next day and the mechanic could look it over in the morning. He also informed me that the manager is the only one in the shop that can make the decision on being charged the extra day and that he would call me before running the charge. At this point I thought well if you are going to charge me for a second day without my using the bike maybe I will just keep it for tomorrow. My friend talked me out of it, thinking that leaving the bike would generate some goodwill and I would only have to pay the late charge of $25. I called the next day to be told rather rudely that the manager was not in until Monday but that there was a note on my account to call. Now Monday, I see zero goodwill and the charge of $100 has been run on my card with no call to speak of. Needless to say I am disappointed, this is a group that continually failed to follow through on their word, never acknowledged their own failings in not informing me of the return time and has been pretty unpleasant to deal with in all of my interactions with them from the initial scheduling of the rental up until my conversation with Jacque the manager who was pleasant, but only eventually returned my call once he finally got tired of me calling. In talking with Jacque he was adamant that they didn’t send the bike out the following day due to not having had an opportunity to go over it. Ironically, the 5010 that was returned was in good working order and would only have taken a couple minutes to go through, if they had wanted to, but why would they when they knew they would get paid for the days rental regardless. Also if they did send the other customer away without the bike that he wanted, this is all the more reason not to rent from Moab Cyclery. All they had to do was spend a few extra minutes to make both customers happy. Instead he blamed me for their decision citing that they did not have time to look over a bike in good working order. Do yourself a favor and avoid Moab Cyclery. Their staff is unpleasant to deal with and see their costumers as dollar signs not people. After this experience I will go to Poison Spider from now on, because renting a bike for 9 hours at Moab Cyclery is going to...

I chose moab cyclery because they were nice on the phone and had a medium framed full suspension mtb for me to ride the whole enchilada on Saturday. I arrived an hour before closing to pick up a rental bike on Friday and was in a rush because we had to reserve a camping spot asap. They said it would be a few minutes to tune it up and they would let me know when it was ready. This was fine but a little annoying. I reserved it for the full day so it should have been ready to go. 20 minutes later I was still waiting right outside the shop and went back in to ask what was taking so long. Turned out it had been ready for a while, but no one had bothered to tell me. In a rush I took the bike around the parking lot and loaded it up. They forgot to put in my included recovery kit so I had to go back for it, they also told me they’d include a master link in the recovery kit but did not. However, the lady inside the store was nice and let me use one. The next morning we got ready to ride the whole enchilada. The bike was great (specialized stump jumper) but not tuned up at all. Indexing was way off, gears were slipping constantly, and when I started going off drops I realized the rear suspension was regularly bottoming out. I gave them my weight so they could adjust it accordingly, which they evidently did not do. I even said I weighed several more pounds than I actually did to make up for the gear I’d have and yet I was still bottoming out. If I’m paying for 2 full days I would have expected a better tune up as well as better communication from their team. It’s frustrating because they’re obviously more concerned about numbers, and not quality service. It’s Moab, a tourist town, so they know they can get away with it. I would suggest one of the smaller shops. I asked around and the consensus is the smaller shops are years ahead when it comes to customer service and quality maintenance. This situation could have been mitigated by many things: charging a half day when they knew I wouldn’t even get to ride it on Friday and would be turning it in less than 24 hours later, offering early pickup so I could make my shuttle, tuning it up correctly in the shop, or even having better communication in the shop when my bike was ready. I hope this information helps you improve your services...

We reserved bikes from here several months ahead of time. Told them what we rode. Which was a trek fuel carbon 9.8, and an intense carbine, carbon build. Told them we wanted the same quality bikes for the whole week were visiting and booked a shuttle for the whole enchilada. We showed up to 2 broke down specialized stumpjumpers, with skipping gears and no brakes. We discovered this while trying to ride porcupine rim. We talked to the staff and we were told we should have booked nicer bikes. Keep in mind we never asked for the cheap ones and were told this is what we needed to run the whole enchilada. We took the bikes and tried to ride them. They were almost unrideable on Falcon flow. Took the bikes back and asked them to please try and fix the problems. We explained we were concerned about riding them on the enchilada with the way they were. They had the bikes for an entire day, that we had paid for. We went and picked them up and the brakes lasted 30 minutes before being flat again. We called and cancelled the shuttle for the whole enchilada due to feeling like we were riding compromised bikes. When we called to cancel the shuttle we were told we should have been on their santa cruz megatowers. And no one knew why were were on the bikes we were. Due to the whole mess we decided to still not do the whole enchilada due to the lack in confidence of their equipment. We were refunded nothing and only offered 2 santa cruz bikes that we were able to pick up friday morning our last day in moab and we were able to go ride slick rock. I never write reviews and never have problems that i cant work out with a company. But this whole experience ruined our riding experience in moab. Very disappointed that everyone cared so little. We talked and met some of the guides on the trail who seemed excellent. This is no reflection on them. This was poor customer service and communication. Very disappointed. Go to chili peppers. We were in there several times because friends we were with rented from them. Bikes were better and prices were cheaper. Everything we bought the week we were there we bought from...