Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 21361692
  
  I am rejecting this response because: 
  One twisted road misrepresented them selves and stated they had an insurance policy this is not the case, and they also had my insurance the entire time. So they charged me a 500 so called, "deductible" and I never got a response , then months later from another text source I get a button to pay 1k this is to me  scam and I do not click on or reply to unknown #'s, I only received an invoice just this week and still not one photo of said damage I have many photos of the bike and have repeatedly submitted them. Twisted road has a habit of this issue as there are many complaints about this very same issue for around the same amount of money. So this is not a bug this is a feature. 
  At the moment I have asked my insurance to step in and for a month my insurance has still had not one response from any of the people at twisted road or the associates, nothing at all I have done all I can to be in good faith and feel that this company acts in a very un forthright manner from all the other people that I have spoken to as well again this is not the first time they have acted in this manner. 
  I have submitted photos in this document as well although this portal is quite cumbersome.
  
  Sincerely,

  Business Response

  Date: 02/29/2024

  *****, when you rented a motorcycle from twisted road, you agreed to bring the bike back in the same condition as when it left. Unfortunately, the motorcycle had damage done to it during your ride. 

  As you know, all of the motorcycles on our site are privately owned, so we have to legally pay to repair or replace damaged parts. 

  You chose our minimum insurance plan, which means you're responsible for the first $2,500 of damage. It cost around $1,500 to repair damages to this vehicle, and although you were required to pay this amount, you only paid the first $500. So currently you have an outstanding balance of $1,000.

  We tried to reach you back in May of last year (ten months ago) to arrange for payment but you never responded to our emails or texts. 

  As you know, we asked a collections company contact you about this balance, and when they finally decided to show this debt on your credit report, you reached out to us to resolve the issue. 

  We are in the process of working with your personal insurance company so that they can cover this loss for you but this could take some time. We won't take a full ten months to resolve this but it won't be resolved within a week or two. 

  If you'd like this debt removed from your credit report, please send us the outstanding balance. We'd be happy to remove it for you. 

  We are very sorry you're frustrated with the situation - we are too. It never feels good to know that a rider damaged someone's personal motorcycle on our site. But when it happens we do our best to resolve it in a way that is fair to all parties. 

  We've paid the owner in full so he can repair his bike. The only outstanding item is for you to fill your obligation to our community. 

  Business Response

  Date: 03/01/2024

  *****, when you rented a motorcycle with us, you selected the minimum coverage, which is $2,500. 

  You then signed the Terms of Service and Other Policies on 05/06/2023 at 10:30AM Pacific Time. I've attached a screenshot of where it shows your obligation in our Other Policies.

  Then, when you brought the bike back damaged, we sent you a letter outlining your responsibility. This is also attached. You can see that you viewed this email on May 30, 2023 at 2:39 PM (I included this screenshot as well).

  You selected the insurance plan. You signed the terms of service. And then when damage was done, we communicated the financial obligation to you. We are simply requiring you to follow the insurance plan that you chose when you decided to ************.

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 21361692
  
  I am rejecting this response because:

  1 this is not an insurance policy, my insurance is dealing with this and you seem to reply very fast to this portal but are really stalling my insurance for some strange reason. 

  You can reach my insurance adjuster assigned to this ***********************************************;

  But so far not one call or email. also i have been in contact with this company from day one though a text chain and they have told me the photos of the damage were sent, this is very misleading and strange behavior. It is very simple just send the photos of the damage I have still to this day not seen them and only recently recived an invoice. 
  
  Sincerely,
  
  *******************