NYC Bike Share

Review: Renewal time is approaching. In a conversation with a colleague, he told me that he just went on his Citibike account and noticed a bunch of charges to his account that were beyond the membership fee that he had no idea he incurred. I immediately went on my account and noticed on August *, 2013, I was charged $19.60 for an overage fee ([redacted]) that corresponds to on July **, 2013.

I used Citibike for local commuting between home and work. In 168 trips, I never incurred a usage beyond the standard allocated time. If you scroll through my trips, you will see that they average around 20 mins. The trip at issue was my commute from [redacted] and [redacted] (work) to [redacted] and [redacted] street (Citibike station I used on my way home). This is a 20 min ride and there is no way it took 2 hours and 8 mins. What has likely happened is that Citibike's station erred. Citibike's hardware constantly has bugs and issues that I dealt with over the last year, so this is not surprising. When I called customer support for a refund, they noted because it was outside 90 days after the charge, I would not be eligible for one. When I asked why I wasn't given notice of this overage fee (i.e., a transactional email containing a notice or my statement), the customer support representative noted that they believe I have an obligation to continually monitor my [redacted] account.

Not only is this billing practice arguably a deceptive act or practice, it clearly is also unethical. In particular, despite the fact that Citibike has access to email address, and sent me 17 less important emails over the last year (including my subscription confirmation with receipt for that charge), business people at Citibike made the business determination not to send email notice of charges that correspond with overages. In other words, there are two bases for my reasonable expectation of receiving notice of a charge to my credit card: (1) it's customary that businesses do this, and (2) even if Citibike argues it is not customary, by sending notice of my subscription charge to my email address (including notices of the need to renew), they set my expectations that I would continually receive any further billing receipts to my email address.Desired Settlement: A refund of $19.60 for the erroneous charge + a refund of $103.43 for the Citibike subscription to supplant Citibike's ability to profit through deceptive acts or practices.

Business

Response:

Dear [redacted],

Thank you for taking the time to reach out to Bike Share. Please accept our sincere apology for the inconvenience you experienced when trying to request a refund.

After reviewing your account, we have located the overage fee of $19.60 and processed a refund towards credit card ending in [redacted]. Please allow 3-5 business days from today's response to see credit on your financial statement.

Unfortunately, we are unable to refund your Citi Bike membership due a total of rental usage 56h 46min. 23sec. and 168 trips taken during your subscription period. We would like to offer you a free month of service if you decide to renew with Citi Bike.

If you renew with a Citi® credit or debit card you will receive a $15 statement credit that will post to your Citi® credit card account or the Citibank® Checking account to which your Citibank® Debit Card is linked within 90 days of the purchase or renewal of a Citi Bike annual membership. Use a MasterCard® you will automatically have a free month added to your membership (it will take about 10 days for this to appear).Members must wait 10 days for their free month, if they do not see the update online after 10 days, please give us a call to adjust.

We value your membership 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.

Consumer

Response:

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:

The refund you offered has not posted to my credit card account. You need to send a check.

Sincerely,

Business

Response:

Dear [redacted],

The refund was processed on 7/*/14, which takes 1 day to settle and 3-5 business days for you to see the credit back in your account.

Unfortunately, we do not refund by check.

Have a good day and thank you for using Citi Bike.

Consumer

Response:

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,

Review: I signed up for Citi bike one week ago. When I signed up, it never mentioned on the website that it would take 7-10 business days to received my key. It is now one week later and I have still not received a key and need to use the bike. I called Citi bike asking them to give me a one day pass since the 7-10 business days timeframe is not mentioned on the website when signing up for the agreement. I spoke to [redacted], who was very unprofessional with me (cutting me off, talking over me) and the [redacted] who agreed his company made a mistake but still would not help me before ultimately hanging up on me. The company misrepresented their product and was EXTREMELY unprofessional in dealing with me.Desired Settlement: a free one day citi bike pass

Business

Response:

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/**/14 and activated your key on 8/**/14 at 11:34 am.

Our website states the following: We will mail your key usually within 3-5 business days of joining Citi Bike. If you have not received your key ten business days after signing up. We try our best to mail the key within 3-5 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 24 hour day pass to share with a friend or family member.

Your complimentary 7-Day Access Pass gift certificate code is: [redacted]

(Please note that overtime fees will still apply for trips lasting longer than 30 minutes.)

How to redeem your gift certificate:

? Visit any Citi Bike station. (Find one here: [redacted].)

? Select "Get a Bike" on the kiosk touchscreen.

? When asked what type of pass you’d like, select "(1) - 24 hour pass"

? Dip your credit or debit card (a $101 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 receipt. This code will expire after 5 minutes.

? Go to the bike of your choice. Make sure no red light appears on the dock. On 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 30 minutes are no extra charge. Overtime fees kick in after 30 minutes. Dock your bike and take out another to avoid overtime fees. A 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 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 ###-###-####.

Review: I have an annual membership with Citibike NYC. Yesterday my key wasn't working, so I called customer service, and they said that I have to update my credit card information. That's all they said. So, I went online and updated that information. I checked my account later that day and realized that they have charged me $108.00. So, I called customer service and they told me that it was for having the bike on overtime of more than 20 hours, trip started in Manhattan and ended in Brooklyn. when I have never took the bike to Brooklyn and never took the bike for more than the allowed 45 minutes. the trip details are as follows:

Trip start: [redacted] 02.48pm – 01/**/14

Trip end: [redacted]. 11.48am – 01/**/14

"This trip never took place. I have never done that".Desired Settlement: I am asking for full Refund to my credit card.

Business

Response:

Dear Revdex.com,

Review: My fiance and I rented for the first the citibike and in Bold letters they advertise that the fee for the rental was for a 24hr pass. we paid the fee and two days later my account was charged an 10 times the amount advertised on their kiosk. I called for an explanation and to get refunded, I spoke with a gentleman named [redacted], he informed that during the transaction there should have been more details pertaining to how I was going to be charged. which was not the case whatsoever. He also stated that all the information are on their website and as if I should have gone on their webiste at the kiosk before using their product, that's unprofessional and unrealistic. I'm making a complaint because I want to get refunded for the extra, unclear fees that they charged me.Desired Settlement: I'd like to get refunded because they're false advertising and tricking customers into renting their properties then over charge them.

Business

Response:

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

Consumer

Response:

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]

Thank you for taking the time to look into the matter. However I am not satisfied with the result. I'll be sure to never use your company in the future and I'll pass along the message to make sure no one I know ever uses your company either.

What a way to lose clientele.

Cheers

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I'm in my second year of being a Citibike NYC member. I seem to have NEEDED to call Customer Service on a VERY regular basis for constant problems with the bikes or the stations.

Then today I took out a bike at [redacted] and docked it a [redacted], 15 minutes later. The dock took the bike and locked the bike in slot #16. The bike could not be pulled out. I went back to where I docked the bike and it's not there. So not only did the station lock the bike, it apparently let the bike out again.

At 4pm that same day I receive an email from Citibike telling me the bike still hasn't been returned and that they are charging me. I called and told them that I docked the bike, where I docked the bike. They looked in their system and said it wasn't coming up. As I'm writing this complaint, according to Citibike I still have it, yet I'm in my office typing away, clearly not riding a bike.

I was then asked whether or not I received a green light or a red light when I docked it. I honestly don't know. All I do know is that it locked the bike. There was no way to remove it without properly renting it.

I was told that if the light was red, then it's my responsibility to call and let them know.

First, if their device is defective and locks in the bike and gives a red light, why must I stand there, on hold, waiting to speak to a customer representative? I have done that so many times in the past. That's not what I bargained for when I bought into this unreasonably flawed system.

Second, when I called at 4pm after receiving the email, why is that not sufficient as standing right there and calling. It's not as though right then and there is a Citibike representative to check and see that the bike is in fact there.

This is just terrible business practice when THEIR devices malfunction.

As others have said, this is a great concept and I don't want to cancel my account (although I'm very close) and direct my credit card company to refuse any charges, because the concept is still something good. I just want a logical customer service system that uses technology to recognize the failure of their devices.

And don't even get me started on how horrible the bikes are kept. I have had SO many bikes that have gears that skip. That is extremely dangerous when riding in the city around 2,000b + vehicles waiting to run over a fallen rider.Desired Settlement: To figure out happened to the bike I rented and not charge me anything additional since I returned the bike within 15 minutes of checking it out. To find a better system of docking that doesn't fail as often as this system fails. To use technology to be able to track their bikes 24/7. To have a dedicated phone line that one can call when a docking issue arises, with no wait time.

Business

Response:

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/*/15 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 2 - 3 seconds after docking a bike, letting you know the trip has closed. You 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 key. Prior 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 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. Again, thank you for your patience.

Consumer

Response:

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 resolved.

Review: On August [redacted], 2014 I joined [redacted]. For the first 6 months of service, everything progressed fine. Then, I started to notice that I was being charged for rides that went beyond the time limit. I am extremely diligent in timing my rides to ensure no excessive charges are earned. At first these charges were small, so I ignored them and remained diligent about timing my rides. However, these charges started to become extremely consistent. After 6 months of not a single charge, I was receiving small ($2 - $5) charges for the next few months. I then noticed that when I would return my bike to a station, the station did not always recognize that the bike had been returned. Delayed recognition by the system was frequent. I actually called a [redacted] representative who confirmed this for me over the phone! Despite these small charges, I largely ignored them as I enjoyed the service. However, in September, I received a very large charge. I e-mailed to complain and the representative replied back that they would get rid of the largest charge but not the other ones. I then responded noting that this was unacceptable and demanding a full repayment of all fees paid citing the known issues with their system. They then responded declining to re-imburse me and asking if I wanted to receive e-mails when I returned a bike so that when the system didn't work, I would at least know. This is ABSURD! How can a customer be held responsible for a service when the company providing that service doesn't have the proper tools to know how much to bill the customer?! And if it is the customer's responsibility, then when they say they returned the bike at a set time, they should be believed! This is ridiculous. Given my frustration, I researched the issue further. [redacted] has consistently failed to invest the necessarily capital expenditures to ensure that it's product meets the minimum safety and customer service requirements, an issue well documents in publications (some links below), highlighted in the city review of the company, and has resulted in significant customer churn whereby the vast majority of customers do not renew the subscription upon expiration. In fact, company management had to resign over this lack of capital investment! Had I been aware of all these issues, I also would not have renewed my subscription. Below is a list of references that document the lack of required investment.

A small sample of the numerous publications documenting the issues with the program.

[redacted]Desired Settlement: Full refund of additional fees charged of $62.05. A promise by the company to invest the necessary capital investment to meet a minimum standard of service and no pushback on additional fees while the system lacks the accuracy to measure the length of all rides.

Consumer

Response:

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

Review: Citi Bike debited my account but has yet to provide me with a KEY so that I can activate my annual membership.

I called 3 times and asked for a manager to call me back. No one can find my information on file. I provided the

proof that the annual fee was debited from my account.

Every time I call they state there is no record of me or my account.

TOTALLY UNACCEPTABLE.

My co-worker registered the same day and received his KEY 2 week ago.Desired Settlement: For all the stress and aggravation I expect some to get back to me and explain why they took my money but never provided the product.

Business

Response:

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.

Consumer

Response:

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 have NOT received any emails from CITIBIKE, just the debit to my account for the annual membership.

Please email me with any forms I need to fill out so that I can redeem this offer.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

*

Business

Response:

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).

Review: I have been a [redacted] customer for over 1 year and loved loved the service. My card Id is [redacted]. My subscription from the previous year expired on Aug,** 2015. At the time I knew I would be relocating out of New York City for a change of careers over the next 1-2 months.

On Aug. **, 2015 at 707pm I called the [redacted] office looking to renew my service at the same time informing them I would be moving out of the New York over the next month or 2.

The representative I spoke with confirmed I would be able to receive a pro-rated refund upon cancelation. So I decided to pay the $160 compared to renewing for a shorter period of time since I did not know the exact month I would be moving out of New York. In October when I called the office to cancel, I was informed they wouldn't grant my refund since the cancelation was after 30 days of my renewal even though I was told something different by the representative upon my initial renewal.

The representative never informed me the renewal needed to be canceled within 30 days in order to receive a pro-rated refund, he just confirmed that I would receive the prorated refund. The call is recorded. I would like [redacted] to honor what their rep said to me on the phone.Desired Settlement: All I want is a pro-rated refund to my credit card from todays date Nov,** 2015 until my contract expires, even though I called in October to cancel my subscription in anticipation of the pro-rated refund I was informed of.

Business

Response:

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] (###-###-####)

Consumer

Response:

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,

Review: I received a notice to update my billing information online. When I did so this am I scrolled through and noticed there was a February charge of over $100 for an eight hour trip. Since my trips last fifteen minutes at most on my commute to work, I called to inform them of the billing error but they said since it was outside 90 days that I couldn't be reimbursed. However, I do not check the site frequently since there is no reason for me to do so, since my trips are so short, and it is a docking error for their system, so I believe they should rectify the situation. The first clerk was nice and said she could see my trip history is short and so it was an error, but couldn't help me - the supervisor, Jeremy C[redacted], was fairly rude and told me to call my bank. I believe [redacted] should take care of this since it's an equipment malfunction.Desired Settlement: I would like the February trip refunded since it was a docking error.

Business

Response:

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.

Consumer

Response:

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,

Review: Hi,

Citibank has wrongfully charged me twice in the amounts of $2.72 and $9.80. For the past few months I have tried to get them to refund me the money they have wrongfully charged me, but they refuse to do so. They claim that on the two occasions that they charged me I did not lock their bike properly and that is a false statement. I have used their services for a year and I have always parked their bikes.

I have always returned their bikes within 45min of taking them out, mostly because my routs are short. But their system is faulty and they are well aware of it, but they refuse to admit it. On many occasions, at least 30 times or more, after returning their bikes properly and later attempting to take another bike their system would reject it and I had to call them to release the lock and they would. But on the above two occasions, they didn't lock my access instead they wrongfully charged my card and refuse to refund the money they owe me.

In addition to that there were many occasions in which I couldn't find a bike to rent no matter how many different stations I went to, even though their Apps would sometimes wrongfully tell you there were 3 or more bikes. When I got there there were usually none. They would claim people must have taken the bikes out, but that wasn't the case because when they tested their system it would still show bike available. The reverse was always true as well. Their App would say there are racks available to return bikes, but when you went there you wouldn't be able to find any bikes.

There service has always be substandard to say the very least. But to put insult on injury they even wrongfully charged my card and are now refusing to refund my card. I wouldn't have complained about their services had they at lease been honest.Desired Settlement: I would like at the very least a refund of the $12.52 that they have wrongfully charged. In addition I would like a refund for at least some portion of the $103.43 they charged for a year of poor service. I think 25% ($25.85) is more than fair. In total I would like to get back $12.52 + 25.85 = $38.37. I would like a refund for the amount of $38.37

Business

Response:

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.

Consumer

Response:

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]

Dear [redacted],

This doesn't resolve the issue. They need to reimburse me for the money they wrongfully took from my account.

I have never kept their bikes for more than 45min and I have always locked their bikes as per their instructions. Their system is faulty and doesn't provide any receipt. How can I provide a receipt when their system doesn't provide one, nor does it inform you by any means that an extra charge has occurred?

Their system is faulty and doesn't register when you return their bikes and it should be their responsibility to provide a receipt showing why they are charging me extra. My trips have always been short trips and most of them are from home to office which is about 15min long. I usually have to search for another 10-15 min looking for place to return the bike and I have always retuned the bikes within 30min. There is no reason for a charge. They have to show me what these charges are for and show proof. All other businesses do, why are they exempt from that.

They are in the business of ripping people off and there are so many complaints about them on the internet. I'm working on getting people to form a group and take them to court or at least file a compliant with Revdex.com. Because they take advantage of people, especially the ones that are traveling and can't get to them in time to get their money back. 10 days is not enough grace period to see if there are charges. I work over 10 hours a day and travel often and don't always have time to check my credit card statements and again I was not told at any point that they have the right to falsely charge my account and that I had a short period to dispute them. Besides they used to lock your account at first instead of charging you, but I guess later they realized how much profitable it can be to charge them quietly instead and hope they wouldn't call back in time to get a refund.

I would like to see their records showing all the trips I took while I was a member.

I would like to see how the trips they are charging me for are different.

I would like to see records of how often their systems made mistakes. From my experience their system made a mistake at least 1/3 of the time.

In addition I would like to point out that their term of services would not hold up in court.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

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.

a. All Citi Bike member's can access their trip history by logging into Citi Bike account at [redacted]

I would like to see how the trips they are charging me for are different.

a. Please view the attached Oct and Nov 2013 trips that were charged.

I would like to see records of how often their systems made mistakes.

a. Please 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.

b. User terms and agreement attached.

As a first time courtesy, a refund in the amount of $12.52 has been processed. Please allow 3-5 business days to see credit.

Consumer

Response:

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,

Review: I have used Citi bike on 2 different occasions now and both times have been charged twice for the rental on both occasions. I resolved the 1st dispute but am now extremely annoyed that the same exact thing has happened once again. I know the conditions of the rental on these bikes but am amazed at the flaws in billing. I operated a bike on a 1 day term - knowing that there are additional charges if I go over allotted time limit. I did on both occasions but was not only charged for the base rental rate + overtime usage, I was surprised to find the base rental rate charge appear on another line.Desired Settlement: Please cancel off the second charge of $10.83 and fix your billing issues. It appears this is more than a coincidence if the problem occurs more than once to the same customer.

Business

Response:

Thank you for contacting Citi Bike.After reviewing your account, you rented a bike Start date 2015-10-** 20:42:59 at [redacted] and End date 2015-10-** 22:04:17 at [redacted] Total duration 1h 21m 17s Usage fees $13.00 (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 $13 plus sales tax for a total refund of $14.15. Please allow 3-5 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 receipts. Citi Bike are meant for short distance trips and to avoid overtime fees, please return the bike within 30-minutes. Remember, you can request a new ride as many times as you want within the access pass duration. Should you arrive to a full station, we will give you an additional 15-minute credit additional to get to the next available station. (2 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 24 hours a day. Customer Service RepresentativeNYC Bicycle Share, LLC Operator of Citi Bike[redacted] (###-###-####)

Review: I had an incident where a Citibike I rented was stolen right in front of me and Citibike is holding me accountable for $127.38 in use charges for the 17 hours in which the bike was stolen. I filed a police report #[redacted] and immediately notifed Citibike the moment the incident occurred, which was 7/** at 11:18PM. The bike was returned and no actual damage or harm was done but Citibike insits on punishing me as a customer by passing the stolen use charges on to me their customer. I have been a customer since their inception in April 2013. I believe charging a customer for stolen use charges on a product is untethical. Credit card companies do not charge consumers when their cards are stolen and used to make unathorized purchases even if they are negligent with their cards.Desired Settlement: Citibike shoud consider waving the overage charges as the use was not done by me the customer but by a stolen party.

Business

Response:

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.

Consumer

Response:

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,

Review: I rented two CitiBikes in Brooklyn for what was advertised as $9.95 per 24 hours. However, what was very unclear as the bike docking station was that you must check in the bike every 30 minutes. After I rented the bikes, I rode back to my hotel and could not find a docking station (my phone was also not working). After searching--for hours in an unfamiliar city in the middle of the night--I finally gave up for my own safety. I finally docked the bikes once the sun came up and I was able to locate a station. I also called Citibike as soon as my phone service was reinstated. I was charged $263.00 for the overtime usage of the bikes.Desired Settlement: I would like a refund for a substantial amount of the overtime charges.

Business

Response:

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]

Consumer

Response:

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,

Review: I've been a Citi Bike member since the beginning of their establishment in NYC, and hadn't encountered any major issues until now. I noticed a relatively large amount charged on my credit card by NYC Bike Share LLC ($217.75 on 2/*/2014), when I logged on to pay my credit card bill this month. I immediately called them and disputed the amount, they said it was for some trips that appear to be incomplete in their system, either the bikes were not picked up or returned properly from the stations, they also did acknowledge that one of the trips shows taking 3 different bikes from the same station within few seconds from each other, which seems impossible based on their system's restrictions, so they admitted there must have been error in their system, and I was sure that they would refund my money properly. However , I didn't hear back from anyone, so just called to check on the status, and they said my dispute was denied because I failed to contact them within 10 days from the time that the charge appeared on my account, and that's their refund policy based on the documents that all customers initially sign. I contested that I was away for a while and in general I do not check my credit card statement every so often (I don't know if anyone does, people even chose to auto pay through their bank accounts every month without checking every individual charge), so their 10 days grace period for disputes is preposterous, and more like a fraud to me, since they are clearly charging me incorrectly based on an error in their system and admitting it, but are not willing to reveres the charges because I caught their mistake late, I call this a fraudulent activity and demand proper legal action to resolve it.Desired Settlement: I demand that the vendor be legally held accountable by their fraudulent act and refund the charge of $217.75 to my credit card as soon as possible. My Citibike member ID is: [redacted]

Business

Response:

Dear [redacted] ,

Review: Citi Bike operated by NYC Bike Share, LLC, sent out an email on October **, informing Citi Bike members about important

news, updates and changes regarding the company and the services they offer. One of the features of this email message

was an offer to renew a yearly membership at $95 before the rate increased to $149 a year. No where in the email was there

any mention of a time or day when the rate increase would be implemented. No disclaimer, no expiration of this offer.

Only vague wording that you could still renew at the then going rate of $95. There's nothing in the email that would have led me to believe

otherwise. So within 24 hrs of receiving the email offer, I went to my online account and tried to renew my membership at $95,

only to discover that they had raised the fee to $149. Not only that, but when I called customer service to inquire about the $95 membership,

I was told the fee had been raised and they couldn't offer me the original price of $95.Desired Settlement: I want NYC Bike Share, LLC to honor the $95 membership as advertised in the email message.

Business

Response:

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]

Consumer

Response:

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,

Review: On the Citibike website it says that you may take an unlimited number of trips within your active membership period. I purchased a 24-hr membership and about 2 hours into the membership I was receiving error messages saying that I had reached the maximum allowable trips for my time period and I was forced to make another purchase to get to where I had to be. I called Bike Share LLC to try and get a refund but they would not comply.Desired Settlement: I would like a refund for the second time I forced to purchase a membership due to an error in their system. The amount was $10 + tax.

Business

Response:

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 ###-###-####.

Review: Citi Bike is a bike-sharing program, which charges people either a daily rate, or an annual subscription. When you pay for annaual subscription, the promise of Citi Bike is there you'll be able to take out and return a bike at convenient locations around the city. There was indeed a location that was convenient to my apartment, namely on [redacted] between [redacted] and [redacted] Streets in Brooklyn. Two days ago, without any warning, that docking station was removed entirely. I wrote to Citi Bike to tell them that I thought it was bad business to remove docking stations with no warning or notice; and to request a refund for the remainder of my membership. I paid for my membership with the understanding that there was a docking station that was convenient to my apartment. With that docking station no longer there, I will no longer be using Citi Bike. Because the promise of Citi Bike was broken--that I'd be able to pick up and drop off a shared bike at a convenient location--it seems reasonable to provide a refund. Citi Bike, however, refused.Desired Settlement: Because I am no longer able to use Citi Bike, I would like a refund for a pro-rated amount for the remainder of my membership fee.

Business

Response:

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 13 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 365 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 time. Access to the Services also is conditioned on the availability of Citi Bike bicycles and available Bike Docks at each Station. Bike Share does not represent or warrant the availability of any Services or the availability of any Citi Bike bicycles or Bike Docks at any Station. No sponsor of Citi Bike has any responsibility for providing any Services. Members may use the Website or Mobile App to check the inventory of Citi Bike bicycles and Bike Docks available at a Station. Member agrees that NYCBS, as applicable, may require Member to return a Citi Bike bicycle at any time.Annual members can cancel their memberships within 30 days of purchase or renewal and receive a full refund, but according to our records, you renewed your membership on 4/*/2015 and exceed the time to qualify for a credit. What we can offer you is 1 month free on your membership for the inconvenience. Please 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[redacted] (###-###-####)

Consumer

Response:

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]

It is unacceptable for Citi Bike to hide behind the fine print. Of course they would include a [redacted]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 [redacted]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 1 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,

Review: I puchased an annual pass for the Bike share program in NY and have used it many times. My key card stopped working in the machines so I contacted Citibike and the agent indicated that a bike I had rented was not returned. This is not the case, I've returned the bike each time I've used it and this time was no different. My card no longer works for a service that I paid over $100 for the year for unlimited use. I know it must be a problem with their system. Their bikes are broken at times, and sometimes the docking stations don't work.Desired Settlement: I very much enjoy the CitiBike Bikeshare program and want to continue to use it for the money I already paid. I would like them to re-instate my card and rental privdeledges since I returned the bike.

Business

Response:

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.

Consumer

Response:

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,

Business

Response:

Dear [redacted],

We are happy to hear you will continue to be a value member of Citi Bike. In 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.

Consumer

Response:

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,

Review: I have been a CitiBike member since June *, 2013. I recently received several reminder emails from CitiBike to renew my annual membership. After I logged into my account to authorize a renewal, I was shocked to see that CitiBike had charged me $108.88 on Aug *, 2013 (#[redacted]) and again on Sept *, 2013 (#[redacted] for no obvious reason. When I called customer service, the representative stated that those charges were for two 12+ hr long rides that I had supposedly taken. In the 30+ other trips I had taken during my membership, none had been longer than 35 mins and the average was below 20 mins. Since I only use the bike for short commutes of a mile or two, the CitiBike system had clearly erred. This was not surprising, as CitiBike's hardware had frequent bugs and issues in my experience over the past year. However the customer service representative stated that I would not be eligible for a refund because I had not raised these errors within 90 days of the charges. When I asked why I was not given notice of the charges (i.e., a transactional email containing a notice or my statement), the representative noted that they believed I had an obligation to monitor my CitiBike account and my credit card statement for charges. This is a deceptive billing practice, and clearly unethical as well. In particular, despite the fact that CitiBike had access to my email address and sent me 20 or so less important marketing emails over the past year and numerous reminders to renew my account, CitiBike decided not to give me any notice of these charges, each of which individually was more than the full cost of my yearly membership. In other words, I had a strong reason from our past dealings to believe that I would have been given email notice of such significant charges, but I was not.Desired Settlement: At a minimum, CitiBike should refund the $217.76 in errant overage charges.

Business

Response:

Dear [redacted],

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 45 minutes. We

have refunded the fees in question? in the amount of? $217.76?, which? will reflect back to your

account within 3 - 5 business days.

To avoid unexpected overtime fees, when docking a Citi Bike please ensure you receive a steady green light for 2 - 3

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 kiosk. You will then be prompted to insert either your key fob, (below the credit card reader), in order to validate your identity. Once 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 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.

Consumer

Response:

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,