Bikeshare Holdings LLC

Dear [redacted], 
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/**/15 was incorrect. According 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 subscription. Your last billing statement was on 11/*/15. We will refund 11/*/15-8/**/15 plus tax totaling a credit of $118.02 for 271 days remaining on your account.
Please allow 3-5 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 [redacted]
 
Customer Service ManagerNYC Bicycle Share, LLC Operator of Citi Bike[redacted] (###-###-####)

Customer rented 2 bikes for the amount of $21.67. Customer had overage charges for $54.44Total charge on her credit card was $76.11The charges customer is disputing is $54.44The 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]
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 correct. With 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 $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.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.

Revdex.com:
I updated my card info and spoke to one of your agents on the phone to ask them to reinstate my card - which they infomred me is now complete and my card is now active.  Out of good faith, I'm accepting this response and reserving the right to file an additional complaint if the card does not work when I return from traveling.
Thanks again for your help.
Sincerely,
[redacted]

The 24-Hour Pass entitles riders to unlimited 30-minute trips during a 24-hour period, not 24 hours of continuous riding. Bikes must be docked every 30 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 $263 as a one-time courtesy and you should see a credit in 3-5 business days.Please call if you have any further questions. Have a great day![redacted]
[redacted]
[redacted]
[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...

45 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 10 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 times. Your 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 returned. You 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 have determined that my complaint has NOT been resolved because:

[Your Answer Here]
They failed to honor the advertised price featured in email message, regardless of the media announcement which could have contradicted this. They blatantly deny the content of the email that was sent to their customers. In my opinion, they are a company that does not show any respect for their customer base. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The first 30 minutes of each ride are included in the pass price. If you keep a bike out for longer than 30 minutes at a time, it's an extra $4 for each additional 15 minutes. To avoid additional usage fees, keep your rides to 30 minutes each. Take 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.

Dear [redacted] , 
We understand your concerns to disagree with NYC Bike Share...

policies. 
According to our records, on 9/*/13 a refund in the amount of $45 plus tax was credited back to your account as a first time courtesy and re-educate on how to successfully dock a bike. After 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 2 - 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 45 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 Website. If you have any dispute regarding a chargeable trip, then you must, within 10 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 times. Your 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 returned. You 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 agreement. We encourage memberships to check their trips online by logging on their Citi Bike account. As 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 kiosk. You will then be prompted to insert either your key fob, or credit card, in order to validate your identity. Once 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 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.  
When docking a Citi bike, please ensure you receive a steady green light for 2 - 3 seconds. 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.
 
Sincerly, 
[redacted] 
[redacted]
[redacted]

Greetings [redacted],Thank you for contacting Citi Bike. As 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 purposes. As we required to remove or stop services which obstructs construction sites, the site was moved to the nearest viable location. We understand the frustration and inconvenience but our first and foremost concern is safety of our riders. As our terms and agreements state, we cannot guarantee bikes or docking points (please view section 13. Limitations on Availability of Services). Your refund request was denied as memberships are nonrefundable (please view section 14. Term and Termination). We apologize for the inconvenience. Regards, Citi Bike Representative

Dear Revdex.com, 
All Citi Bike members according to their annual agreement, are charged "on the 3rd day of each month, the total amount of all chargeable...

trips (i.e., those trips lasting in excess of *5 minutes that incur an overtime fee) will be charged against credit or acceptable debit card" as indicated in "Section 3 Overtime Fees". Members are required to have a valid credit card on file as indicated in Section * Credit/Debit Card matters". (please review attached)
On 2/**/1* & 2/**/1*, Citi Bike tried to process an invoice in the amount of $108.88 (tax included) for a rental on 1/*/201* that incur overtime fee surpassing the *5 minutes free time an annual member is allotted, but [redacted] credit ending in [redacted] declined causing the membership key to be deactivated. 
On 2/**/201*, [redacted] notified Citi Bike billing details has been updated, in return her membership key was re-activated after successfully processing invoice. 
Upon further investigation of member's refund request, [redacted] stated "she did not receive a green light to confirm a successful return rental". According to "Section 5 Returning Bicycle" of membership agreement: "To return a Citi Bike bicycle, "Member" must secure it into an available Bike Dock; and, a sound signal will be emitted, and the signal light will turn yellow and then green, to confirm that the Citi Bike bicycle has been properly secured." (please review attached)
After further review of member rental history, we will extend a first time courtesy and reverse the overtime fees and educate the member on proper docking procedures and always waiting for "green light" to ensure a successful bicycle return. 
We apologize for the unsatisfactory experience to our member and look forward in providing outstanding service. 
Sincerely, 
[redacted]