Bikeshare Holdings LLC

Customer rented 2 bikes for the amount of $21.67. 
Customer had overage charges for $54.44
Total charge on her credit card was $76.11
The charges customer is disputing is $54.44
The bike share program for day pass holders is as follows: Unlimited access to the bikes but must dock every 30 mins. All of our terms & conditions are provided to customer. In addition, we have decals in every single station explaining this Bike Share Program. Customer docked the rented bikes after 1h 51m 24s. The overage charges were accrued accordingly. Customer has disputed the entire charge of $76.11 with her credit card company. We have given the same information to CC bank. Unfortunately, once a dispute is filed, the account gets locked out and we are unable to refund the overage fees. If the customer had called us prior to disputing the charges, we could have removed the charges of $54.44. The rental fees of $21.67 will stand, as that is the cost of renting 2 bikes for 24 hours. 
Thanks
[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 2013 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 1 hour and 25 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 25 or 30 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 2013 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 have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 
Correct - it cost more than $75 for less than 2 hours worth of riding.  Complete rip off.  The idea that the bikes have to be docked every 30 mins is not posted anywhere.
Nobody in their right mind would spend that much for a bike ride - I would literally go out and buy a better bike for less.
That 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 resolution.
I 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.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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 $100 recovery fee being kept by [redacted].   This bike did return to our system on 6/*/2017 and we have refunded the total amount less the $100 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], 
Thank you for taking the time to reach out to Bike Share. Please accept our sincere apology for the inconvenience you experienced ?during your time with our customer service support team. 
?After further review of this case, we found credit...

card ending in [redacted] was charged on 6/**/14 for a purchase made at our gift certificate store. This would be the reason why our service representative was not successful in locating your account. 
?Customer's who purchase a gift certificate at our online store, receives an email confirmation with a code to redeem on our Sign-up page. Once the sign-up form has been completed, your order to have a Citi Bike membership key will be processed and mailed out within 7-10 business days. Membership does not start until the key has been activated online. Please give us a call if you did not receive your redemption code on June ** in order to sign up for an annual membership. 
We? hope this resolve any confusion you may have and are committed to providing you with the highest levels of service. If you have any further questions or comments regarding this matter, please feel free to discuss it with us 24 hours, 7 days a week via email or directly over the phone.

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).

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

I do not feel that the company has made a reasonable attempt to resolve the issue at hand.
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: 
Thank you for your repsonse.  The phone number, address, and credit card number are correct, I've checked online.  The phone number is my direct cell phone number.  Additionally, no need to refund!  I'd just like my card to be reactivated so I can continue to use the great service Citibike offers (that's all I asked for when I called as well).
Thanks. 
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]

Thank you for your patience as we reviewed your billing inquiry. We 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 34s. Wehave 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 3 - 5 business days. To avoid unexpected overtime fees in the future, be sure to wait for a steady green light for 2 - 3 seconds after docking a bike, letting you know the trip has closed. To confirm, log in to [redacted] to check your trip history or visit any [redacted] station kiosk to print your trip receipts. You can now setup bike return notifications from your online account. As 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 10 days of your receipt or your statement containing the disputed charge. For 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: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]

Dear [redacted], 
Thank you for sharing your experience with Citi Bike. 
We’re sorry that you feel you were not made aware of the trip duration limit prior to your purchase. However, please understand that trip duration times, and the attendant fees for...

exceeding those times, are clearly listed for a customer on every Citi Bike street kiosk. This policy, located directly above the touchscreen, is plainly visible when you are making the transaction to rent a bike.
The allotted time structure helps to ensure that Citi Bikes remain in circulation, and are available for other riders when they are needed. Customers who purchase a Citi Bike pass agrees to the terms and conditions prior to receiving service. A copy of the terms and agreement is attached which also appears on the screen which you must select "agree" in order to use service. 
On 5/**/14, you rented (2) Citi Bikes for more than 30 minutes and will be responsible for the overage fees and purchase of access pass. 
We'll be happy to offer you (2) free passes to use again or share with a friend or family member. 
For more information, please visit our website and social media regularly for updates. You can also text "[redacted]" to [redacted] for text alerts.
Have a good day. 
Sincerely, 
[redacted]r

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],
Thank you for taking the time to reach out to NYC Bike Share. Please accept our sincere apology for the inconvenience you experienced with the bike share program.
We have process a refund for the 24 hour pass in the amount of $10.83. Please...

allow 3-5 days to see the credit to your account. 
We are committed to providing you with the highest level of service. If you have any further questions or comments regarding this matter, please feel free to discuss it with us 24 hours, 7 days a week via email or directly over the phone at ###-###-####.

Hello [redacted]At the time of the purchase our website clearly stated the following: Promotion Join Citi Bike for $14.95/monthJoin Citi Bike to unlock thousands of bikes across Manhattan, Brooklyn, Queens & Jersey City, and enjoy unlimited 45-minute rides. Pay just $14.95/month with...

annual commitment. If you cancel your membership before your annual commitment is complete, you’re responsible for the remaining balance. Customers using an eligible Citi® credit or Citibank® debit card at checkout receive 10% off monthly membership payments.Unfortunately, as per our policy, you will be responsible for the whole year. At this time we are unable to cancel or reimburse you. ThanksCiti Bike team

Dear [redacted], On Tuesday October [redacted] 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 $95 to $149 to be able to provide better service to all of our members and to be able to...

do so across and expanded service area. We publicized this change widely in the media, gave our members advance notice, and over 1500 people took advantage of the ability to join or renew at $95 before our prices changed. We publicize the new rate clearly on our website.  While we regret we cannot continue to extend our $95 / year membership fee to existing members, this price was simply not sustainable for our business. We look forward in providing and improving our services to the value members of Citi Bike. 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. Thanks very much for following through with this matter on my behalf, and make the vendor live up to their business and ethical responsibilities.
Sincerely,
[redacted]

Dear [redacted], 
Thank you for taking the time to send your complaint and we apologize for the inconvenience this may have caused you.
We have tried to process a refund in the amount of $108.88 since July **, but your credit card has been denied five times and will...

require you to update your billing information by logging into your Citi Bike membership profile online.
We've tried numerous times to reach out to you by phone, but the number and email we have on file does not give us a direct connection to speak with you. The bike has been found by the local authorities on July ** and have closed out your open trip taken on July * and would very much like to get you back riding Citi Bike as soon as possible. 
For additional comments or inquiries, please call our customer service team 24 hours a day.
Thank you for being a valued member of Citi Bike.

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 $127.38 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 agreement. Citi Bike is meant for short term riding from point A to point B and not for leisure. Citi Bike bicycles must be docked at a Citi Bike station and not left unattended. Annual member rentals lasting longer than 45-minutes will be charged on the 3rd of every month to the credit card on file. Rentals not returned in 24 hours will be charged $1200 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 receipts. Prior 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.