Bikeshare Holdings LLC

Revdex.com:At this time, I have not been contacted by NYC Bike Share, LLC regarding complaint ID [redacted] .Sincerely, [redacted]

Thank you for taking the time to reach out to Citi Bike and we are sorry to hear of your dissatisfaction with our serviceIn Section Limitations on Availability of Services in the terms and conditions of your annual membership rental agreement: Bike Share makes every effort to provide the Services for days per year; however, Bike Share does not guarantee that the Services will be available at all times, as force majeure events or other circumstances might prevent Bike Share from providing the Services from time to timeAccess to the Services also is conditioned on the availability of Citi Bike bicycles and available Bike Docks at each StationBike Share does not represent or warrant the availability of any Services or the availability of any Citi Bike bicycles or Bike Docks at any StationNo sponsor of Citi Bike has any responsibility for providing any ServicesMembers may use the Website or Mobile App to check the inventory of Citi Bike bicycles and Bike Docks available at a StationMember agrees that NYCBS, as applicable, may require Member to return a Citi Bike bicycle at any time.Annual members can cancel their memberships within days of purchase or renewal and receive a full refund, but according to our records, you renewed your membership on 4/*/and exceed the time to qualify for a creditWhat we can offer you is month free on your membership for the inconveniencePlease check our Citi Bike website and app for updates on our stationsWe value your membership and hope you will consider our offer and continue to be a Citi Bike riderCustomer ServiceNYC Bicycle Share, LLC Operator of Citi Bike [redacted] (###-###-####)

Revdex.com:At this time, I have not been contacted by NYC Bike Share, LLC regarding complaint ID ***.Sincerely,*** ***

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

Thank you for contacting Citi Bike.After reviewing your account, you rented a bike Start date 2015-10-** 20:42:at ** ** * ** ** and End date 2015-10-** 22:04:at *** ** * *** ** Total duration 1h 21m 17s Usage fees $(excluding taxes)Your
rental lasted longer than the 30-minute free ride time which is the reason you are seeing an additional charge on top of the access pass cost. As a first time courtesy, we will remove the overtime fee of $plus sales tax for a total refund of $Please allow 3-business days for credit to appear on your financial statement.
If you're a 24-hour or 7-day access pass holder, to confirm your trip history visit any Citi Bike station kiosk to print your trip receiptsCiti Bike are meant for short distance trips and to avoid overtime fees, please return the bike within 30-minutesRemember, you can request a new ride as many times as you want within the access pass durationShould you arrive to a full station, we will give you an additional 15-minute credit additional to get to the next available station(maximum). 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.As a reminder, riders are responsible in returning their Citi Bike with a green light as part of the terms and conditions of your Rental agreement
For more information about our service, please visit our website or call us hours a day.
Customer Service RepresentativeNYC Bicycle Share, LLC Operator of Citi Bike*** (###-###-####)

Dear ***,
We value your membership with Citi Bike and are committed to providing you with the highest levels of service
A refund in the amount of $has been applied to your credit cardPlease allow 3-business days for the transaction to be completed in your account.
As a reminder, the green light indicates that the bike is properly secured into the dockIf the yellow light on the bike dock stays on or if a red light appears, pull the bike out and try to re-dock into another empty bike dock or call our support team to troubleshoot the matter further to avoid overagesYou can access your trip history online hours a day and notify us of any discrepancies before it hits your credit card on the *** of each month
If you have any further questions or comments, please feel free to discuss it with us hours, days a week via email or directly over the phone
*** *** ***
*** **
*** *** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I understand Citibike's agreement terms, and realized that I agreed to them when I signed up for an annual membership, so no need for additional explanation, however, I still believe there was a system error that caused that large overage, and ask that Bike Share LLC reconsider and refund the money that was charged to my account in error, $is equivalent to the cost of a new bike that I can just purchase from any store and leave in a street corner, it is simply unfair to charge me for an error that was caused by your system and further penalize me for not finding it out earlier and dispute itI'm sure you understand and agree that people do not have time to (and should not) check their account every single time they return a bike to the station to make sure the the bike was returned properlyIn fact, I rarely see a green steady light when I return the bike, I usually get a long steady amber light along with a grinding sound, then the light goes off and the bike seem to have been locked, and as a proof of this statement, you can check your recent records for few emails that I sent to your customer service recently when I returned bikes to make sure the bike was returned properly along with their response, and by the way, it's often hard to get anyone on the phone whenever I call customer service, unless I hold the line for some time, and again I don't think you should expect people to call customer service from a docking station every time they return a bike, and be put on hold for an unreasonable amount of time
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

To Whom It May Concern:
As requested, we have attached the following documents to address each point
I would like to see their records showing all the trips I took while I was a member
aAll Citi Bike member's can access their trip history by logging into Citi Bike account at ***
I would like to see how the trips they are charging me for are different
aPlease view the attached Oct and Nov trips that were charged
I would like to see records of how often their systems made mistakes
aPlease identify the exact system errors by date, times, station locations, docking point numbers and the details of each error in order to investigate this request
bUser terms and agreement attached
As a first time courtesy, a refund in the amount of $has been processedPlease allow 3-business days to see credit

Dear ***, Thank you for reaching out to both Citi Bike and Revdex.com about your membership concerns. After reviewing the case with our quality assurance team and the recorded conversation between you and the Citi Bike service representative, we've identified the information shared with you on
8/**/was incorrectAccording to the Bicycle Rental Agreement, Liability Waiver, Release, Indemnification, and Voluntary Assumption of Risk (the “Rental Agreement”) "You may terminate Your use of the Services at any time; provided, however, that (i) no refund will be provided by Bike Share" The failure on Citi Bike customer service to provide accurate information about your membership is no fault to you and will in good faith refund you the remaining months of your unused subscriptionYour last billing statement was on 11/*/We will refund 11/*/15-8/**/plus tax totaling a credit of $for days remaining on your account.Please allow 3-business day for the credit to show on your financial statement. We hope you had a great time with Citi Bike and do apologize for the unpleasant experience with our customer service team. For more information about our membership terms and agreement, please visit ***
Customer Service ManagerNYC Bicycle Share, LLC Operator of Citi Bike*** (###-###-####)

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

Dear ***,
We are happy to hear you will continue to be a value member of Citi BikeIn order to reactivate your key, the credit card on file must be updated.
Please login to your Citi Bike account online and update the billing details, once your billing information has been updated, give us a call and we will be happy to reactivate your key

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The refund you offered has not posted to my credit card account You need to send a check
Sincerely,
*** ***

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 retrieved. The 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!*** *** ***
*** *** *** ***
*** ** *** ***
*** ***

Dear ***,
We would like to apologize for any inconvenience this may have caused you
After reviewing your account we do see the trips in question that went over minutesWe
have refunded the fees in question? in the amount of? $217.76?, which? will
reflect back to your
account within - business days
To avoid unexpected overtime fees, when docking a Citi Bike please ensure you receive a steady green light for -
seconds, and log in to citibikenyc.com to check your trip history prior ?to ?the monthly billing cycle on the 3rd of every month. As an alternative, if you would like to verify whether a trip has been closed out successfully after returning your bike at a station, select the “Print Receipts” option on the touchscreen at the kioskYou will then be prompted to insert either your key fob, (below the credit card reader), in order to validate your identityOnce our system confirms you as an annual subscriber, you will have an option to print out receipts of up to ten of your last trips. The 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
If 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
We value your membership and are committed to providing you with the highest levels 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
It is unacceptable for Citi Bike to hide behind the fine print Of course they would include a ***ment like, "Bike Share does not guarantee that the Services will be available at all times, as force majeure events or other circumstances might prevent Bike Share from providing the Services from time to time." If they removed every single docking station and bike and effectively shut down, would they still not offer refunds? That ***ment would theoretically allow them to, although I imagine they wouldn't get away with that If they would issue refunds in that case, then how many docking stations would they have to shut down before they start issuing refunds? From their perspective it would seem to be somewhere between and all of them Unacceptable At the end of the day, I entered into a contract with them with the understanding that bikes would be available in a location that was convenient That is no longer the case And so I reiterate my request for a refund.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Thank you for taking the time to reach out to Citi Bike and we are sorry to hear of your dissatisfaction with our service. In Section Limitations on Availability of Services in the terms and conditions of your annual membership rental agreement: Bike Share makes every effort to
provide the Services for days per year; however, Bike Share does not guarantee that the Services will be available at all times, as force majeure events or other circumstances might prevent Bike Share from providing the Services from time to timeAccess to the Services also is conditioned on the availability of Citi Bike bicycles and available Bike Docks at each StationBike Share does not represent or warrant the availability of any Services or the availability of any Citi Bike bicycles or Bike Docks at any StationNo sponsor of Citi Bike has any responsibility for providing any ServicesMembers may use the Website or Mobile App to check the inventory of Citi Bike bicycles and Bike Docks available at a StationMember agrees that NYCBS, as applicable, may require Member to return a Citi Bike bicycle at any time.Annual members can cancel their memberships within days of purchase or renewal and receive a full refund, but according to our records, you renewed your membership on 4/*/and exceed the time to qualify for a creditWhat we can offer you is month free on your membership for the inconveniencePlease check our Citi Bike website and app for updates on our stations. We value your membership and hope you will consider our offer and continue to be a Citi Bike rider. Customer ServiceNYC Bicycle Share, LLC Operator of Citi Bike*** (###-###-####)

Thank you for taking the time to reach out to NYC Bike Share
Please accept our sincere apology for the inconvenience you experienced while speaking to our customer service representatives
We see you signed up on 8/**/and activated your key on 8/**/at 11:am
Our website states the following: We will mail your key usually within 3-business days of joining Citi BikeIf you have not received your key ten business days after signing upWe try our best to mail the key within 3-business days, but do not guarantee.
After reviewing our quality assurance policy, we find you did not receive the proper professional service you expected by our customer service representatives and would like to offer you a free hour day pass to share with a friend or family member
Your complimentary 7-Day Access Pass gift certificate code is: ***
(Please note that overtime fees will still apply for trips lasting longer than minutes.)
How to redeem your gift certificate:
? Visit any Citi Bike station(Find one here: ***.)
? Select "Get a Bike" on the kiosk touchscreen
? When asked what type of pass you’d like, select "(1) - hour pass"
? Dip your credit or debit card (a $hold, not a charge, will post to your credit or checking account)[This credit or debit card will identify you to the system whenever you request a new ride code during your Pass period.]
? An upcoming screen prompts you to "Redeem a Certificate." Enter the code listed above
? Agree to the user agreement and riding rules
? A five-digit ride code will appear on the screen, which is also printed on a receiptThis code will expire after minutes
? Go to the bike of your choiceMake sure no red light appears on the dockOn the dock keypad, enter the five-digit ride code you received at the kiosk and wait for the green light to appear
? Release the bike from the dock by lifting the bike by the seat and gently pulling
? For the duration of your Pass period, all short trips under minutes are no extra chargeOvertime fees kick in after minutesDock your bike and take out another to avoid overtime feesA new ride code is required for every ride during your Pass period
We value your membership and 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:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
It is unacceptable for Citi Bike to hide behind the fine print Of course they would include a ***ment like, "Bike Share does not guarantee that the Services will be available at all times, as force majeure events or other circumstances might prevent Bike Share from providing the Services from time to time." If they removed every single docking station and bike and effectively shut down, would they still not offer refunds? That ***ment would theoretically allow them to, although I imagine they wouldn't get away with that If they would issue refunds in that case, then how many docking stations would they have to shut down before they start issuing refunds? From their perspective it would seem to be somewhere between and all of them Unacceptable At the end of the day, I entered into a contract with them with the understanding that bikes would be available in a location that was convenient That is no longer the case And so I reiterate my request for a refund.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I do not feel that the company has made a reasonable attempt to resolve the issue at hand
Sincerely,
*** ***

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