Mijn Klacht:

I am writing to formally raise a complaint regarding a highly frustrating and unresolved service issue.

On 18 April, my bike became unusable while I was in Lisse (Keukenhof). The key broke inside the lock, making it impossible to unlock or move the bike. I immediately contacted your support team and was advised that, despite being outside the service area, I could leave the bike locked at the location, take the battery with me, and share the location and photos via WhatsApp – which I did the same day. I was also informed that the bike would be collected on Monday, 20 April.

However, since then, the situation has not been handled properly:

– On Monday, I was told there was no update and that I would receive a callback, which never happened.
– I was later informed (by Liz/Hanna) that a pickup was scheduled for Tuesday, but this did not materialize. PFA chats screenshot. She also told me that she contacted Leiden manager too.
– On multiple follow-ups (Wednesday, Thursday), I had to repeatedly explain the entire situation from scratch.
– Each time, I was told the location is outside the service area, contradicting the earlier ation of a scheduled pickup.

This experience has been extremely frustrating and inconvenient. The lack of coordination, repeated explanations, and unfulfilled commitments reflect poorly on the level of service I expected – especially as a paying customer. This issue was not due to any misuse on my part; the key broke unexpectedly, and the situation was already disruptive enough as it ruined our planned bike trip.

I request immediate clarity on:

1. When the bike will be collected
2. How this situation will be resolved
3. Appropriate compensation for the inconvenience and poor service experience

I hope this matter is addressed ly and professionally.

My details :
Nikhil Patni
DoB : 28/10/1996
Email : [email protected]