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 feesLeaving a bike unsecured in a dock leaves a bicycle susceptible to theft and can cost a member a replacement fee of over $ 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 jurisdictions reminding users (both members and casual users) the first 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)
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/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/to issue the refund
Hi ***, First I will like to apologize for the inconvenience that you have experienced with CapitalBikeshareIf a bike is not registered with a green light at a docking station the bike was not returned successfullyLooking at your account I did not see a charge of $Here is an image of your bike rentals for this monthPlease let me know if you have further questions/concernsThanks, 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 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 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 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
[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 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 bikeThey also never gave me the 50% refund they stated they would give me, and their dispute resolution system is abysmal and unethical Regards, [redacted] ***
Hi [redacted] ,We apologize for the inconvenience that you experiencedThe station is showing that the bike you were trying to rent was defectiveCustomer service should have been more professionalPlease let me know if you have further concerns.Best, Alexis
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 feesLeaving a bike unsecured in a dock leaves a bicycle susceptible to theft and can cost a member a replacement fee of over $ 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 jurisdictions reminding users (both members and casual users) the first 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)
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/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/to issue the refund
Hi ***, First I will like to apologize for the inconvenience that you have experienced with CapitalBikeshareIf a bike is not registered with a green light at a docking station the bike was not returned successfullyLooking at your account I did not see a charge of $Here is an image of your bike rentals for this monthPlease let me know if you have further questions/concernsThanks, 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 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 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 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
[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 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 bikeThey also never gave me the 50% refund they stated they would give me, and their dispute resolution system is abysmal and unethical Regards, [redacted] ***
Hi [redacted] ,We apologize for the inconvenience that you experiencedThe station is showing that the bike you were trying to rent was defectiveCustomer service should have been more professionalPlease let me know if you have further concerns.Best, Alexis