River Rat Raft & Bike

I was originally just going to cut my losses and move on, but I just had one of the worst customer experience over the phone. I would be fired if I EVER spoke to a customer like he did. So I hope to educate others on what their experience might be like. I am incredibly disappointed at the level of customer service I just received from Richard. I called to investigate an additional charge I received to which I was met with a condescending tone which then switched to being yelled at like I was a 10 year old child. I was charged an additional $50 (on top of the $290) for tying additional rafts to a small cooler inside said raft. Which I was told by the nice lady who took my credit card that was fine as long as I didn't tie anything to their raft (thus damaging it). I was told by Richard I was a liar as none of his staff would say this. He read me the riot act that he is sick and tired of dealing with this for the last 40 years and had I read the 8x11 paper I signed it went though all scenarios because he is tired of people trying to drown themselves by connecting floats to their raft. On top of that we had 9 people so we wanted to get a 10 person raft, was told we had to get a 12 person raft (which the website recommended). It's also a $3 raft launch fee (even though you have to take the raft down yourself) and an additional $8 per person to have their shuttle pick you up. I went to reserve the raft ahead of time which Richard told me I could not do. Their website says differently. The plus would be if you lose your wrist band for the shuttle they note how many people are in your group so you will still get a ride back.

This was our third time rafting. We've used other companies in the past; first time with River Rat; which turned out to be a great decision. We had a group of 24 and used 3 rafts that were spacious enough to accommodate everyone, extra belongings and coolers. The staff were friendly and the price was reasonable. Key takeaways - *These guys have a farther drop zone than their competitors which means longer rafting time. *Unlike their competition, you DON'T have to CARRY YOUR RAFT HALF A MILE TO THE WATER. *Your raft is loaded onto your car by River Rat.*You drive your raft down to the River on a seemingly private road (wasn't an issue at all for us). *Bring $6.00 cash for each vehicle using parking as no cards are accepted at River parking pay booth which is usually manned by someone. *Shuttle time back is approximately 20 minutes give or take.*Shuttle fee is $8.00 per person. Overall, had a great time and am going to continue using them as we've used the others and River Rat proved to be the easiest for us as we work hard and want to relax on the River; not work hard @ hiking to the River carrying a raft

I decided to go on my first ever rafting trip this past weekend so I called to ask some questions about what to expect. From the very first question, I was faced with the one of the worst customer experiences ever. I got unbelievably rude answers when I asked simple questions such as "where are you located?" "Do you know how high the water is?" "Is it possible to park a car at the end instead of using the shuttle?" Once I heard "ask relevant questions" from the person on the other line I hung up. This place is a few dollars cheaper than other companies but those dollars are NOT worth it. I ended up going with another company and I had a great time.

Bought an electric mountain bike from the owner Randy. He knows the products, gave me plenty of time to demo ride, tuned up bike before I left, and price was competitive. Not a big shop and inventory limited, but it's carefully chosen and high quality. Plus he's there after the sale and has been for many years. I trust I'll be getting good service when I need it. I shopped a lot online before buying local, and glad I did.

First time rafting, staff was very helpful especially Moises, made sure we were all set up and gave us the best customer service possible. Price, experience were all great. No complaints good place to go for your first time.

Great service and great bikes.Randy took very good care of me and my new downhill bike.

Not for people that have no experience rafting. Raft had a hole and we couldn't get anyone on the phone. The tour map is not correct on the first time out, you can not return the raft at the 6mile, you will need your do the 8mile. I called the office while a bit lost as we got stuck and almost crack our heads open. The information was given to us at the front desk while checking in that we had a choice of 6miles or 8miles. Be safe out there and don't rest from this place.

If you walk in to River Rat with a wallet so comically full of cash that it affects the fit of your jeans and the cadence of your walk, congratulations! You will likely receive a much better experience than myself. I can only assume this because many of the other reviews on this page from people who have purchased brand new bikes or received service on their high-end mountain bikes are glowing and overwhelmingly positive.I'm not quite fortunate enough to be one of those people. Simply put: mountain biking is expensive, and I'm not wealthy. So what was my experience?I called on Thursday at 11:57 AM inquiring about the cost and turnaround time for wheel truing (straightening the rims of the wheels) and was quoted $20 per wheel and that he could have it done "in about a day" which appealed to me more than the $25 per wheel and 2-3 day turnaround I had been quoted at Bob's Cycle Center right across the street. That same Thursday (no more than an hour after my call) I brought in my wheels, gave my information, and was sent on my way without an introduction, exchange of first names, or even a "have a nice day" on my way out the door. I was willing to overlook this slight in social convention in exchange for what I assumed would be great service from a seasoned professional. The next day (Friday) I didn't call, knowing there was most certainly a wait list of bikes to be worked on, and trusting that if the job were not done within the quoted time, it would ideally be finished the next day. I received no update.On Saturday at 12:22 PM I called to get an update. I was hopeful but not expectant that the wheels would be finished. I was told that I was "next in line" and it "shouldn't take much longer." I informed the voice on the phone that I had work later that day at 5 PM, and that if they could give me a call or text when the wheels were done I would greatly appreciate it. Now here I sit on Sunday. River Rat is currently closed and will be tomorrow as well, I have no update on the status of my wheels which are being held within River Rat, and have no way to contact anyone who might be able to help me get them back in time for the bike ride that I had planned with my friends for Monday. Throughout this entire process and until this very moment, I have been incredibly patient with those at River Rat. I was never rude in person or on the phone, and I never wanted to rush those who were providing me a service.In fact, I was even considering asking the owner if he would be interested in taking on an apprentice, as I was so enamored by the small-shop atmosphere at River Rat (in comparison to the slightly intimidating nature of Bobs), and excited about the things I might be able to learn from the "treasure trove of information" that many reviews describe the owner as. After this experience? I wouldn't even consider returning as a customer.TL;DRIf you carry yourself with the outward presentation of someone with a trust fund, you might have some success here. If you don't and still want to be treated with common courtesy, go to Bob's across the street. Or, go on Facebook Marketplace and buy a used wheel truing stand for $50. You'll save 20% and several days of frustration.

Tim saved my birthday float today! When our pumped was a flop, he took care of us. Highly recommend.

first time customer, but River Rat is my friends' go-to LBS. Had my bike shipped to this location for re-assembly. Didn't even needed for a full service because bike was prepared and packed neatly by the sending bike shop. What set my experience to great was the mechanic's pleasant demeanor. So sorry to not get your name sir, but you were kind and pleasant when I picked up my bike on a lazy weekend afternoon. Other LBS would treat customers who didn't buy their bikes from them like dirt, but not you. I bought a few other stuff from the store to show my appreciation. Will not hesitate to drop by when in Fair Oaks!