The XLR8 Team, Inc.

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Complaint: ***
I am rejecting this response because: The screen that they spoke of is unreadable in the sun At the time I rented this bicycle, it was over degreesMy wife was with me and could not stay in the sun that long as she has serious medical issuesWho in their right mind can stand in the sun and try to read pages of terms and conditionsThis company has done much work in figuring out ways to steal from the consumer who are just in our nations capital to enjoy the sights this city has to offerThis is a typical example of the methods that are used by people in this country to legally defraud the consumerMy next letters will be to the consumer financial protection bureau and several politicians whom I am very close toI will do everything in my power to put these people out of business and spare any further tourists being defrauded by these people based out of New YorkPeople have the right to enjoy themselves while on vacation, not worry about being stolen from
Regards,
*** ***

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I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me.
Regards,
*** ***

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I have reviewed the response made by the business in reference to complaint ** *** and find that this resolution is satisfactory to meThey ask me to give them last four digits on the credit card,could you tell them?*** *** *** ***.Thank you very much.Also thanks for the business.*** ***
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Thank you very much,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: Upon going to the Capital Bikeshare website, and reading the pricing guidelines in more detail, I now see that there are usage fees that accompany the use of the bikes after minutes of use. However, my complaint is that this was not readily apparent to me at the time that I rented the bike from one of your DC kiosks. While you say there was a decal that placed on the kiosk, outlining the pricing structure, this was not noticed by me. As a first-time customer, when I selected a "three-day pass," I had assumed that it was for unlimited usage. Apparently that was a mistake. If I had known that additional usage fees were associated with the use of the bike, I would never have kept the bike out as long as I did. In fact, most of the time that I was charged was during a period in which I locked the bike in a friend's garage while we ate dinner. Since this was obviously my first time using the bikeshare service (a service which I am sure a majority of Americans are still unaccustomed to), I would think that a reasonable company would understand the error and issue a refund for the inadvertent time the bike was kept out (I believe this was the night of 2/22/16). I am not looking for a total refund. I am fully willing to pay the cost of the "three-day" pass for which I intended to be the only cost of securing the bike. I am contesting only the additional usage charges, for which, as a first-time customer, was not aware would be applied to the purchase of the "three-day pass."
Regards,
*** ***

We apologize for our customer support not contacting back or providing clarification on how to use the system and take advantage of the gift certificates A proper description of how to use the system and gift certificates should have also been provided to you by marketing as well, and again
we apologize for the inconvenience Our pricing structure is created so that users are encouraged to utilize the bikes as a means of transit, similar to the bus or subway system. Recreational bike rental companies exist in DC that cost less for rentals lasting several hours, and we don't wish to compete with their business model. Bike sharing serves to provide an alternate transit option with quick-use and high-turnover patterns, and usage fees are meant to disincentivize long-term use of the bikes, hence the allotted minute ride time-frame.We will provide this customer a full refund

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Hi ***, The refund was going to hit your account on April But I went ahead and pushed it throughIt was the date that we processed the return that made it look like it was a credit on your account.Best regards, Alexis

Section of our user-agreement, signed by *** *** upon registering for Capital Bikeshare states:To return the Capital Bikeshare bicycle, Member must secure it into an available Bike Dock If the Capital Bikeshare bicycle is not properly secured in the Bike Dock, then the signal light turns red, and a longer signal sound is emitted If the signal light turns red, Member must repeat the operation until the signal light turns green, Member must return the Capital Bikeshare bicycle to another available Bike Dock Any Capital Bikeshare bicycle that is not properly secured remains the sole responsibility of Member, and the hourly rates set forth in Section will be charged until the Capital Bikeshare bicycle is properly secured We have provided *** *** with a courtesy refund of 50%; however, due to our return policy and her acknowledgement of our agreement upon registering no further refund will be applied.Please find attached section of our user-agreement taken directly from our website

Hi ***, Can you provide the last four digits on the credit card used to pull up your account.Thanks, Alexis

Our pricing structure was created to encourage users as a means of transit, similar to the bus or subway system Recreational bike rental companies exist in DC that cost less for renting bikes for several hours, and we do not wish to compete with their business model Using a bike longer
than the allotted minutes time-frame keeps a bike out of a moving circulation of bikes that others share, and prevents others from accessing the system Bikesharing provides an alternate means of transit and has quick-use and high-turnover patterns and these fees are used to deter long-term use of the bikes When renting a Capital Bikeshare bike, a user must first go to a terminal and read the decal above the screen displaying information about how to use the system and our pricing structure; including a reminder that usage fees will accrue after min To rent a bike the user will enter their credit card into a slot and use the touch screen to select 'rent a bike', agree to our usage fees, and agree to our user-agreement The 3rd screen in the touchscreen process specifically displays a screen with the following question "Usage fees apply after minutes See chart above screen Accept?", if the 'yes' option is not selected the user cannot proceed with the rental The 'Yes' option must be selected when this screen is prompted or the transaction is void In addition to the reminder of usage fees on the terminal kiosk and during the touch screen process more reminders of usage fees accruing after minutes are located on a renter's bike release code, receipt of purchase, and on the stem cap of every bicycle in the system.Our policy is to refund 50% of usage fees for first time users of the system A 50% refund has already been applied to this renters credit card and no further refund will be provided due to this renters acceptance of our usage fee policy at rental

Attached is the terminal decal that is included on every single terminal in the Capital Bikeshare system and includes pricing information for memberships as well as usage fees depending upon how long you choose to ride a CaBi bike Note that when reading the decal left to right, you are
offered membership costs then "+" usage fees, so that you may determine the cost of your ride prior to commencing your membership.In addition to reminders of pricing on the physical kiosks, the 3rd screen included within the touch-screen rental process reads, "" You must physically accept this statement by selecting the "Yes" option on the screen to proceed with a rental If "No" is selected, the entire transaction is voided and you cannot proceed with the rental A screenshot of this screen is attached for reference We place additional reminders of usage fees on the safety sticker of each bicycle's stem cap as well as on each individually printed ride release code Printed ride release codes contain a reminder of usage fees and will display a pin number that is used for a renter to release a bicycle from the dock--an example is attached for reference.We have created this pricing structure so that users are encouraged to utilize the bikes as a means of transit, similar to the bus or subway system Recreational bike rental companies exist in DC that cost less for rentals lasting several hours, and we don't wish to compete with their business model Bike sharing serves to provide an alternate transit option with quick-use and high-turnover patterns, and usage fees are meant to discourage long-term use of the bikes Due to this customer selecting the "Yes" option regarding acceptance of usage fees upon renting we will not be providing a refund

Hi, We apologize for any inconvenience you experiencedAs a first time courtesy we will credit your account the remaining $Can you provide the last four digits on the credit card to pull up your account? Best, Alexis

** *** *** We apologize for your inconvenience with riding with Capital BikeshareWe are not here to rip any of our customers offThe min docking rule is stated on every kiosk and bicycleAs a first time courtesy we will refund the $charge back to your accountPlease see
images attached that explains the accrual charges. Best, Alexis

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

Every Capital Bikeshare kiosk includes a large print decal with pricing information for memberships as well as usage fees.  When reading the decal left to right, you are offered membership costs then "+" usage fees, so that you may determine the cost of your ride prior to commencing...

your membership (please see attached).To make a rental, a user would first see the kiosk pricing decal above the insert for their credit card.  After inserting a credit card into the kiosk, the user is taken to screen 1 of the touch-screen process and is prompted for their phone number and zip code.  The 2nd screen asks the renter to select the number of bikes they would like to rent.  The 3rd screen in the touch-screen process reminds the renter of usage fees, and specifically reads:"«Usage fees apply after the first 30 minutes.  See chart above screen. Accept ?»".                                                                                                           "Yes"  "No"The renter must physically select the "Yes" option on the touch-screen (photo attached) to continue to the user-agreement and receive a printed or displayed code that will release a bike.  If "No" is selected on the 3rd screen, the entire transaction will be voided and no rental bike is released.Although we do have a user-agreement available in the touch-screen process, this is displayed after the 3rd screen.  The 3rd screen is meant to remind users of usage fees.  It is not possible to proceed with a rental or to the user-agreement without selecting the "Yes" I accept that usage fees will apply after 30 minutes option.There are additional reminders of usage fees placed throughout the entire system.  For example. on a renter's printed bike release code there is a reminder that usage fees will apply after the first 30 minutes.  Another reminder of usage fees is displayed on every bike in the system's stem cap--right between the handlebars. (examples are attached)This pricing structure was created to encourage users to utilize and share the bikes as a means of transit, similar to bus or subways systems.  Recreational bike rental companies exist in DC that cost less for rentals lasting several hours., and we do not wish to compete with their business models.  Bike sharing provides an alternate transit option with quick-use and high-turnover patterns, and usage fees are meant to disincentivize long-term use of the bikes.We will not be providing a refund due to this renter accepting our terms and conditions at the touch-screen.

[redacted] are the last 4 digits
[redacted]

Upon returning a bicycle a sound signal is emitted, and the signal light will display green confirming the bicycle has been returned properly and is secured in the dock.  If the dock light does not turn green, fees will continue to accrue and the bicycle will remain unsecured in the dock, thus...

becoming liable to theft or loss.  Capital Bikeshare's policy regarding returning a bicycle is as stated in Section 9.2 of our-agreement and can be found on our website and is agreed to upon rental at terminal (attached for reference).  In this situation, the bicycle was left unsecured in the dock therefore it accrued fees and the rental remained open.  Renters and members are solely responsible for Capital Bikeshare property until it is securely returned.  Capital Bikeshare's refund policy to refund first time users who accrue usage fees offers a maximum refund of 50%, thus we will not be providing a further refund.

Hi [redacted],We apologize for the inconvenience that you experienced. The station is showing that the bike you were trying to rent was defective. Customer service should have been more professional. Please let me know if you have further concerns.Best, Alexis

Our pricing structure is posted in several places including on every single bicycle in the system.  I have attached the pricing decal that is included on every [redacted] Bikeshare kiosk in the system and includes pricing information for memberships, as well as usage...

fees according to ride duration.  The kiosk decal is the first thing a customer sees as they approach the terminal and is located directly above where their credit card is to be inserted.  Please note, when reading the decal left to right you are offered membership costs then "+" usage fees, so that you may determine the cost of your ride prior to commencing your membership.       As an additional reminder of usage fees, the third screen included within the touch-screen process specifically reads, "Usage fees apply after 30 minutes of each trip.  See chart above screen.  Accept?".  This message is accompanied by a "Yes" option or a "No" option.  You must read, and select "Yes" to accept this statement prior to finalizing your membership purchase or you cannot proceed with a rental.      In addition to kiosk reminders, we place a safety sticker on the stem cap of each bicycle in the system which ends with the following message:"First 30 minutes free; usage fees begin thereafter"(also attached).      As a final reminder of fees, the printed receipt given upon rental also states, "Usage fees apply after 30 minutes".       We have created this pricing structure so that users are encouraged to utilize the bikes as a means of transit, similar to the bus or subway system and so bicycles can be shared between riders.  Recreational bike rental companies exist in DC that cost significantly less for rentals lasting several hours, and we don't wish to compete with their business model.  Bike sharing serves to provide an alternate transit option with quick-use and high-turnover patterns.  I have attached photographs of all of the usage fee reminders referred to above and due to our policy on usage fees we will not be providing a refund.Best,Deborah M[redacted] | Member Services Coordinator of [redacted] Bikeshare