Zagster, Inc.

Revdex.com:At this time, I have not been contacted by Enterprise LLC regarding complaint ID ***.Sincerely,*** ***

We were sorry to learn that one of our customers was unhappy with our service. Zagster provides a bike share service to municipalities, universities and property managers that allows members of those communities to rent bicycles. When signing up to use Zagster, riders agree to our terms of service....

These terms include the requirement that bikes be locked at all times when not in use, and that riders are responsible for all damages — including the cost of the bike itself — resulting from a breach of the agreement. Zagster provides riders with detailed instructions on where and how to use and return bikes, which includes instructions on how to properly lock Zagster bikes. We rely on our riders to follow these instructions to prevent our bikes from being lost or stolen. On occasion, a bike goes missing, and if, after investigating, the loss is deemed to have resulted from a rider's misuse, such as failing to lock the bike, we will charge the rider. In this particular instance, 3 separate bikes rented by the rider within a 5 day period went missing. We regularly send mechanics out to service the bikes, so there can be a delay between when a bike goes missing and when it is reported as missing in our systems. Additionally, there may be delays in any rider penalties as we first undertake our own diligence to investigate these cases and search for any missing bikes. We give our riders the benefit of the doubt that their actions were not intended to be malicious and we are saddened to learn that this rider believes that we accused him of stealing these bikes; this is not the case. As the rider noted, the missing bikes do not have GPS. However, we have records on bike usage, including when the bike was last used and by whom. Our records show that all 3 bikes were last used by this rider and that while he ended his ride in the app, all 3 bikes subsequently went missing. Riders are required to end their ride in the app to stop incurring usage fees. However, riders are also required to properly lock bikes before ending their rides. In our experience, the failure to lock a bike can result in third parties stealing the bike. We suspended the rider's account as we couldn't risk the loss of additional bikes. We also reached out to the rider to try to recover the bikes. We have been unable to recover the bikes and would like to work with the rider to recoup at least a portion of our losses, as permitted by our terms and conditions. We do not view any of our riders are scapegoats, but do expect them to be responsible for issues that arise while using our service. -- R[redacted]General Counsel, VP of HR at Zagster[redacted]25 First StreetSuite 104Cambridge, MA 02141[redacted]