Echoing some of the previous yelper experiences, the instructors are absolutely fabulous and lovely. However, the management and the administration are terribly trained, inconsistent, and insistently ... Read More
Echoing some of the previous yelper experiences, the instructors are absolutely fabulous and lovely. However, the management and the administration are terribly trained, inconsistent, and insistently do not take responsibility for their errors on top of being accusatory and rude. It is a shame because the instructors really are wonderful. They clearly are not supported by the "support staff". Many errors abounded in my 2 day riding class at the Spring Creek location. 1) 3 of the 5 of the students were never informed about how the start time was rescheduled to an earlier time so they showed up for the original later start time. We had to start the class very late (~40 minutes). Since I got there early, I waited about an hour for the class to actually start. 2) I was called the Monday of the week that my Th-Fr class was canceled and I was rescheduled to the Sa-Su class but then wasn't put on the roster. I didn't realize this until the 2nd day, got thru day one and the morning of day 2 totally fine with nothing mentioned to me. Then on the 2nd day afternoon, when the instructor couldn't boot up, in the frigid cold, enough bikes for everyone, I was called into the office and admin dressed me down for not confirming with them and tried to make it my fault. At this point, the class had already waited an hour for the bikes to be ready and I had already offered to step aside if need be (everyone else had taken time off from work/family/etc. to take the class; I had a flexible schedule currently so was taking the class for fun/no deadlines). It was an offensive way to deal with an issue of their equipment by making it seem like it was the student's fault there were too many students/not enough bikes. It was a slippery/morally-convenient way to deal with the issue of not having enough bikes, EVEN after I had already offered to step aside separately. They could have resolved it gracefully but chose to not only not do that, but to escalate and accuse. 3) When I asked for a supervisor, the person was like "you're talking to one". It was really sad. Then I asked to talk to the owner and was told a manager would be in on Monday. After that the Manager did call and was very solicitous. Clearly, it seemed they realized how terribly the situation was handled. I was comped and rescheduled for February and was told I could just come in for the 2nd day afternoon, by the Manager and the instructor. 4) But then when I called back to inquire about my rescheduled class (for February of the next year), they said I had to retake everything, including the written test I had passed already. This is totally different than what the Manager had said that I could just come to the 2nd part of the 2nd day. The person on the phone was just also rude, assuming that the miscommunication was due to the fact that I was on speakerphone or bluetooth. (Wut??) They really go out of their way to put blame (even for minutia, like a poor line connection) on the client, rather than take any responsibility as a professional company. (Sorry for the minutia, but it seems they can't get it together so here's a solution that could be tried: They could easily ask for call back numbers when they answer the phone in order to call you back should the line be dropped or unclear. Why ever waste your energy insisting it is the customer's imagined bluetooth or speakerphone?! If your customer service folks are frazzled or overworked and therefore obnoxious to customers, rotate them.)The communication is not clear/rigorous. There is a lot of back-and-forth, cancellations, missed communication, poor scheduling. Be prepared to waste some time dealing with inept admin/managers and doing a lot of the extra work yourself, confirming and re-confirming things have not changed and that you have the right information (different people will give you different information). It's unfortunate that you, as the client, have to take on the burden of providing an extra time cushion in the case your class is canceled/rescheduled/something happens--so if you have to get your license before your permit expires, do it well in advance and don't rely on the MSS getting it right the first time around. Again, the instructors are great and know what they are doing and clearly love to ride and introducing that to others. It's clearly an administrative/managerial issue. If they were not one of the few in NYC that offer the test waiver, I don't think people would put up with their unprofessional and abrasive administrative/managerial staff. I certainly wish there were more options for a similar class such as this in NYC. For $350/person, and very little overhead costs (old bikes and some cones?), you'd think they could get some customer service training for the staff for the holidays. Read Less