The XLR8 Team, Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: it did beep, they didn't ask me if it didn't, I checked that it was locked into place by physically attempting to move the bike. They also never gave me the 50% refund they stated they would give me, and their dispute resolution system is abysmal and unethical.
Regards,
[redacted]

We ask our members to contact customer service in any case of a perceived error at a docking station, so that we can assist with troubleshooting the member through the problem and continue maintenance on our stations.  [redacted] claims to have docked the bike and saw a...

light, however she specified in her email to customer support the light went yellow to red when she docked the bike--not green.  A green light indicates the rental is ended and the bike is secured in the dock.  [redacted] also failed to mention both in her email and in her statement if she heard the 'beep' which indicates the bike is secured in place.  Upon [redacted] calling our customer support they mentioned to her an error message was received upon docking.  The error message received indicated a bike was being attempted to dock at the station at that time, however because it was not properly in the dock the locking mechanism itself could not lock the bike in place, therefore the bicycle was not secured in the dock and continuing to accrue fees.  In this case, a green light did not flash and there was no mention of a beep heard at the station (indicating a closed rental) while [redacted] was docking because the bike was not properly secured in the dock.The policy of the jurisdictions we operate for is to only refund 50% of a member's usage fees for the first time they improperly dock a bike and accrue usage fees. Leaving a bike unsecured in a dock leaves a bicycle susceptible to theft and can cost a member a replacement fee of over $1000.  Usage fees are meant to discourage long trips, as bikesharing is a means of transportation in the Washington DC area.  We have several reminders of usage fees throughout our equipment in all 4 jurisdictions reminding users (both members and casual users) the first 30 minutes of every trip are free; usage fees begin thereafter.  Reminders can also be found on our kiosk stickers, on the stem cap of every bicycle in the system, on rental receipts and printed bike release codes, and on the 3rd screen of the touch-screen rental process (please see attachments).

Hi [redacted], First I will like to apologize for the inconvenience that you have experienced with CapitalBikeshare. If a bike is not registered with a green light at a docking station the bike was not returned successfully. Looking at your account I did not see a charge of $4.50. Here is an image of...

your bike rentals for this month. Please let me know if you have further questions/concerns. Thanks, Alexis

Hi [redacted], Looking at your account the total overage fee was 70.50. Customer service refunded 50% of that fee. I can and will refund the remaining balance of 35.25 to your account. FYI for future rides please remember that you must receive a green light when returning your bike. If you do not...

please call customer service right away so that we can assist with the situation. Thanks, Alexis

Looking at [redacted]'s account, it appears there was a docking error on a bike he returned on 6/2, resulting in overage fees.  The fees were refunded on 7/2 by a call center manager.  We will be looking into why it took Customer Service from 6/10, (when [redacted] received his...

billing statement), until 7/2 to issue the refund.