Bikeshare Holdings LLC

Thank you for your patience as we reviewed your billing inquiryWe would like to apologize for any inconvenience this may have caused youAfter reviewing your account, we do see the trip in question, totaling 8h 45m 34sWehave refunded the fee in question in the amount of $108.88, which will post to the credit or debit card you have on file with [redacted] within - business daysTo avoid unexpected overtime fees in the future, be sure to wait for a steady green light for - seconds after docking a bike, letting you know the trip has closedTo confirm, log in to [redacted] to check your trip history or visit any [redacted] station kiosk to print your trip receiptsYou can now setup bike return notifications from your online accountAs a reminder, your [redacted] ***'s User Agreement, if you dispute any charge on your credit or debit card account, you must contact NYC Bike Share within days of your receipt or your statement containing the disputed chargeFor more details, please see Section 4: Credit/Debit Card Matters of [redacted] ***'s User Agreement here: [redacted] .In the future, please reach out to [redacted] Customer Service at ###-###-#### or [redacted] as soon as possible after charges post to your credit or debit card account and when docking a bike, if you receive any color sequence aside from green, please call

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]

Dear [redacted] , As a member of Citi Bike, you have agree to the terms and conditions as a user of Citi Bike(Please see attached User Agreement) On the [redacted] day of each month, the total amount of all of your chargeable trips (i.e., those trips lasting in excess of minutes that incur an overtime fee) will be charged to your account and charged against your credit or acceptable debit card (with the Visa or MasterCard logo)At any time, You may access a statement of Your trip history and associated charges by logging into your account profile page on the website If you have any dispute regarding a chargeable trip, then you must, within business days from the end of the prior month with the disputed charge, provide to NYCBS all trip information that is necessary to identify the disputed charge, such as the date of the trip and the approximate starting and ending timesYour trip receipt, if any, indicating the date and time Your Citi Bike bicycle was returned would be additional proof that the Citi Bike bicycle had been properly returnedYou are encouraged to maintain all trip receipts Due to the time lapse of your request, we cannot process a refund for you at this time We apologize for the inconvenience

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is only somewhat satisfactory to me and the matter has been resolvedThe specific instance has been resolved, but many of my other concerns have not been addressed Sincerely, [redacted]

The 24-Hour Pass entitles riders to unlimited 30-minute trips during a 24-hour period, not hours of continuous ridingBikes must be docked every minutes and a new bike must be retrievedThe Citi Bike time structure helps to ensure that Citi Bikes remain in circulation and are available for other riders when they are needed.We have refunded the fees of $as a one-time courtesy and you should see a credit in 3-business days.Please call if you have any further questionsHave a great day! [redacted] [redacted]

Upon review of this account, we were able to determine that the bike was not successfully returned to our system by the rider Typically when bikes do not return to the system we inform the customer to return to the station to redock the bikes If they are unable to return to the station, we leave the trip open and inform the customer to wait for the bike to return as this is usually the case Since most of our bikes do return to the system we do not inform riders of the lost bike fee on that day The rental contract states that the lost bike fee will be charged after the bike has been missing for 24hrs This information is provided to the customer in the rental contract which is available to view at the time of purchase or on our website when signing up for an annual membership We do place a call to the customer on the day we charge the fee to inform them we are processing the charge and to contact local law enforcement of the missing asset We do have a policy that the lost bike fee will be refunded if the bike does register in our system at any time no matter how long the bike has been missing with $recovery fee being kept by [redacted] This bike did return to our system on 6/*/and we have refunded the total amount less the $fee One of our customer service managers did speak with the customer to resolve the issue and inform him that the charge was reversed and the case was closed

Dear [redacted] , On Tuesday October *** Alta Bicycle Share and NYC Bike Share, the operators of Citi Bike announced in a public press conference that we would be changing our membership rates from $to $to be able to provide better service to all of our members and to be able to do so across and expanded service areaWe publicized this change widely in the media, gave our members advance notice, and over people took advantage of the ability to join or renew at $before our prices changedWe publicize the new rate clearly on our website While we regret we cannot continue to extend our $/ year membership fee to existing members, this price was simply not sustainable for our businessWe look forward in providing and improving our services to the value members of Citi BikeSincerely, [redacted] **

Dear [redacted] , We have tried calling you twice and left voice mails in order to resolve this matter If you did not receive your gift certificate email confirmation on June **, we will submit a request to our Marketing department who will resend to the email address used when the purchase was made The unique code is what you will need to sign up for an annual membership online, [redacted] , there you will find a field to enter this code after filling out the form (you will not be charged)

Thank you for contacting Citi Bike, and thank you for your patience as we reviewed your billing inquiry.As a first time courtesy, your request to remove the overage fee for your trip taken on 8/*/has been removed and will not appear on your next Citi Bike billing statement To avoid unexpected overtime fees in the future, be sure to wait for a steady green light for - seconds after docking a bike, letting you know the trip has closedYou can now turn on bike return notifications by logging in to [redacted] to check and manage your notifications or visit any Citi Bike station kiosk to print your trip receipts with your keyPrior to the monthly billing cycle (on the [redacted] of every month), review your trips online to check for overtime fees before they're processed.When docking a bike, if you receive any color sequence aside from green, please call ###-###-#### while at the docking point to ensure your trip has been closed successfully in our systemAs a reminder, riders are responsible in returning their Citi Bike with a green light as part of the terms and conditions of your rental agreementAgain, thank you for your patience

Customer: [redacted] / [redacted] Account: sans-serif;"> [redacted] Customer [redacted] purchased two hour mins unlimited access pass on 2015-09- [redacted] for $ The hour access passes are for unlimited rides, however riders must dock their bikes every mins The contract and the signs articulate this on our Kiosks too Customer went over her mins, therefore was charged additional $for two bike rides (each $$27.22) [redacted] has disputed the $charge with her credit card companyThese charges will stand, we have documentation that these rides lasted hour mins seconds Thanks [redacted] ***

Dear [redacted] , Thank you for taking the time to reach out to NYC Bike SharePlease accept our sincere apology for the inconvenience you experienced with the bike share program We have process a refund for the hour pass in the amount of $Please allow 3-days to see the credit to your account We are committed to providing you with the highest level of serviceIf you have any further questions or comments regarding this matter, please feel free to discuss it with us hours, days a week via email or directly over the phone at ###-###-####

Revdex.com:At this time, my complaint, ID [redacted] regarding Bikeshare Holdings LLC has been resolved (By clicking "OK", your complaint will be closed as Resolved.) Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I appreciate that you finally decided to return the wrongful charge your company, citibike, placed on my card I couldn't remember my user name or password to log into the account, but thank you for sending the trip information and let me explain what happened on both of the days: The October trip: That was a common trip for me and if you look into the history you will see that I made that exact trip several times and you should have a record of the time it took because it's impossible for it to take hour and minutes On that day I walked to [redacted] and [redacted] ***, and I couldn't find a bike, walk up union square and couldn't find a bike, and then walked to [redacted] and broadway to finally find a bike That was a common route I took for finding bike and that's how I remember that I doubt if it ever took me more than or minutes to make that trip even when I had to wait for someone to take out a bike so I had a place to lock the bike The November Trip: I remember that trip because I took it to meet friends at a the Russian vodka Room I made a stop along the way and parked the bike and took the same bike out because no other bike were available and continued my trip and that should have reset the time The reasons for my rejection are as follows: 1) I shouldn't have to go through so much trouble to get the wrongful charge corrected 2) Your service is substandard at best and I've suffered a great deal utilizing your services 3) Most of the time your bikes weren't available or I couldn't find empty or working locking station to return the bike I even made calls and was on the phone as I was directed to different location that your system claimed I could return the bike and there was either no place to park the bike or the empty spots were faulty I also was on the phone with your representatives as I walked the streets looking for bikes that your system claimed were available when they actually weren't 4) CitiBike has been dishonest about issues with their system, as evident from the receipts you have attached and my activity history 5) I deserve a better responses considering the time I've lost first talking to CitiBike and later having to file a complaint The time and suffering CitiBike has caused me is far more than then finally retuning the money CitiBike wrongfully charged to begin with If it wasn't for Revdex.com, which I'm so very grateful to, Citibike wouldn't have even returned the a penny of the money they owed me CitiBike takes advantage of people who don't have the time to fight back, especially people on vacation visiting from other cities and countries Citibike should be ashamed of itself The cost of time and suffering out weights by far the total money that I've spend on CitiBikes membership As an American and a new yorker I'm always ashamed when I listen to, or read, stories of tourist losing money using CitiBike But Citibike and anyone who works for CitiBike should be ashamed more I wish for you to close shop and leave NY, I really don't appreciate the kind of sick business you run No, I'm not satisfied with your response CitiBike and I'll write letter of complains to the City and State of NY as well Revdex.com, I want to thank you for all your help Revdex.com you a great asset and I'm so grateful to Revdex.com and all it's members In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved. Sincerely, [redacted]

Dear [redacted] , We understand your concerns to disagree with NYC Bike Share policies According to our records, on 9/*/a refund in the amount of $plus tax was credited back to your account as a first time courtesy and re-educate on how to successfully dock a bikeAfter further investigation, our quality assurance team reviewed the tape recording to verify any system error issues and found no details being shared by the customer service representation of any station malfunctions We would like to remind you of the membership agreement in Section - Overtime Fees"On the [redacted] day of each month, the total amount of all of Your chargeable trips (i.e., those trips lasting in excess of minutes that incur an overtime fee) will be charged to Your Account and charged against Your acceptable credit or debit card (with the Visa or MasterCard logo)At any time, you may access a statement of your trip history and associated charges by logging into Your Account profile page on the WebsiteIf you have any dispute regarding a chargeable trip, then you must, within business days from the end of the prior month with the disputed charge, provide to NYCBS all trip information that is necessary to identify the disputed charge, such as the date of the trip and the approximate starting and ending timesYour trip receipt, if any, indicating the date and time Your Citi Bike bicycle was returned would be additional proof that the Citi Bike bicycle had been properly returnedYou are encouraged to maintain all trip receipts." (agreement attached) At this time, we will not be able to reverse the refund denial as stated in the terms and conditions of your membership agreementWe encourage memberships to check their trips online by logging on their Citi Bike accountAs an alternative, if you would like to verify whether a trip has been closed out successfully, or, if you would like a receipt of your trip, you may select the “Print Receipts” option on the touchscreen at the kioskYou will then be prompted to insert either your key fob, or credit card, in order to validate your identityOnce our system confirms you as an annual subscriber or customer, you will have an option to print out receipts of up to ten of your last tripsThe information on the receipt includes the date, departure time & station, and arrival time & station, and will alert you to any overage fees you may have incurred When docking a Citi bike, please ensure you receive a steady green light for - secondsIf you receive any color sequence aside from "green", please call ###-###-#### while at docking station with bike to ensure your trip has been closed successfully in our system Sincerly, [redacted] ** [redacted] ***

Greetings [redacted] ,Thank you for contacting Citi BikeAs Citi Bike is an alternative transportation service, we are still held to the rules and regulations of the Department of Transportation (DOT)The valet (rebalancing truck) located at [redacted] was moved to the location of [redacted] * [redacted] for safety purposesAs we required to remove or stop services which obstructs construction sites, the site was moved to the nearest viable locationWe understand the frustration and inconvenience but our first and foremost concern is safety of our ridersAs our terms and agreements state, we cannot guarantee bikes or docking points (please view section Limitations on Availability of Services)Your refund request was denied as memberships are nonrefundable (please view section Term and Termination)We apologize for the inconvenienceRegards, Citi Bike Representative

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] Citi Bike continues to be disingenuous and deceitful When I saw the charge on my card I thought it was fraud I immediately called the credit card company who told me to dispute the charge (and cancel my credit card number) When the credit card company and I finally got a hold at someone at Citi Bike they told us that they would not refund the amount under any conditions Even now Citi Bike could refund the charges but they still refuse If Citi Bike does not refund the amount it is not because they are incapable of the transaction It is because their internal bureaucracy will not do what is morally correctWith customer service like this, it's not surprising the company is going bankrupt In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] Correct - it cost more than $for less than hours worth of riding Complete rip off The idea that the bikes have to be docked every mins is not posted anywhereNobody in their right mind would spend that much for a bike ride - I would literally go out and buy a better bike for lessThat is why Citibike has a D rating on Revdex.com and are going bankrupt Their customer service is terrible also - very aggressive and unwilling to discuss a fair resolutionI have informed all of my friends and associates of this hoax - they have had similar experiences I have also sent a letter to the Mayor's office and a couple news networksCorrect - it cost more than $for less than hours worth of riding Complete rip off The idea that the bikes have to be docked every mins is not posted anywhereNobody in their right mind would spend that much for a bike ride - I would literally go out and buy a better bike for lessThat is why Citibike has a D rating on Revdex.com and are going bankrupt Their customer service is terrible also - very aggressive and unwilling to discuss a fair resolutionI have informed all of my friends and associates of this hoax - they have had similar experiences I have also sent a letter to the Mayor's office and a couple news networks

Thank you for your patience as we reviewed your billing inquiryWe would like to apologize for any inconvenience this may have caused you.After reviewing your account, we do see the trip in question, totaling 8h 45m 34sWehave refunded the fee in question in the amount of $108.88, which will post to the credit or debit card you have on file with [redacted] within - business days.To avoid unexpected overtime fees in the future, be sure to wait for a steady green light for - seconds after docking a bike, letting you know the trip has closedTo confirm, log in to [redacted] to check your trip history or visit any [redacted] station kiosk to print your trip receiptsYou can now setup bike return notifications from your online accountAs a reminder, your [redacted] ***'s User Agreement, if you dispute any charge on your credit or debit card account, you must contact NYC Bike Share within days of your receipt or your statement containing the disputed chargeFor more details, please see Section 4: Credit/Debit Card Matters of [redacted] ***'s User Agreement here: [redacted] .In the future, please reach out to [redacted] Customer Service at ###-###-#### or [redacted] as soon as possible after charges post to your credit or debit card account and when docking a bike, if you receive any color sequence aside from green, please call

Thank you for contacting NYC Bike Share, operator of Citi Bike, and thank you for your patience as we reviewed your case.After reviewing your account, we will remove the 17-hour overage fee of $as a first-time courtesy and will not appear at your next billing statement on August *As a reminder, members are responsible for the time period of overtime fees when the Citi Bike bicycle is actually removed from the Bike Dock in accordance to your rental agreementCiti Bike is meant for short term riding from point A to point B and not for leisureCiti Bike bicycles must be docked at a Citi Bike station and not left unattendedAnnual member rentals lasting longer than 45-minutes will be charged on the 3rd of every month to the credit card on fileRentals not returned in hours will be charged $plus tax and any associated overage fees.To confirm, log in to citibikenyc.com/login to check your trip history or visit any Citi Bike station kiosk to print your trip receiptsPrior to the monthly billing cycle (on the 3rd of every month), review your trips online to check for overtime fees before they're processed.When docking a bike, if you receive any color sequence aside from green, please call ###-###-#### while at the docking point to ensure your trip has been closed successfully in our system.Again, thank you for your patience

The first minutes of each ride are included in the pass priceIf you keep a bike out for longer than minutes at a time, it's an extra $for each additional minutesTo avoid additional usage fees, keep your rides to minutes eachTake as many rides as you want while your pass is active! This information is available on the kiosk as well as it appears on the prompt screen before the customer completes their purchase