Took £5 out my account without clear…
Took £5 out my account without clear communication.
Then paid £1 for first 30mins offer and bike died after 200 yards, with alarm going off. tries to phone for help and main line out of order that day ... call did acknowledge this and apologised for any inconvenience caused by this. Tried on line chat but pretty useless with limited options. No option but to leave bike and impossible to take bike anywhere suitable with being so heavy at my age and alarm going off all the time. Waste of time and money unfortunately, which is a shame as a good idea.
Secondly my wife took a bike out and turned out had a very flat tyre. Have photographs to prove the
above.
Svar från Forest
Hi,
We're sorry to hear about your experience.
The £5 charge you see is actually a temporary pre-authorisation hold that we place on your payment method each time you rent an eBike to confirm that your payment method is valid and has sufficient funds for the ride. The hold will appear as a "pending" transaction, but will not be charged.
We cancel the transaction on our side immediately, but the time it takes for it to be released depends on your bank. This is typically within 5 working days. If you'd like an exact timeframe, we recommend checking with your bank about their policies on pre-authorisation holds.
We've requested your details so that we can investigate what happened. Once we receive them, we'll review the ride, and we'll respond to you by email as soon as possible. Please feel free to also share your wife's details so we can take a look at her account too.
Our phone lines have had limited hours recently due to staffing, but we are working to increase them again. I'm sorry for the inconvenience caused!
Thank you for bringing this to our attention.
Best wishes,
Miri
Forest Team🌳
