Capital Bikeshare provides pricing decals, which are included on every Capital Bikeshare kiosk in the systemThe kiosk decals are written in large print and are labeled, "Important Information" When reading the decal from left to right, you are offered membership costs then "+" usage fee per trip, so that you may determine the cost of your ride prior to commencing your membership When [redacted] entered his credit card into our kiosk to make his purchase a reminder included within the touch-screen process appeared which read "«Usage fees apply after minutes (see chart above screen)Accept ?»" Anyone using the Capital Bikeshare system must read and accept this statement prior to finalizing their membership purchase, or they are not permitted to ride In addition to our kiosk pricing decals, we place a safety sticker on the stem cap of each bicycle, which ends with the following message: "First minutes free; usage fees begin thereafter" This decal is included on every bicycle in the Capital Bikeshare system–we currently haveover 3,bikes in circulation 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 Washington, DC that cost less for rentals lasting over an hour, and we do not wish to compete with their business model Capital Bikeshare 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 We granted [redacted] a 50% refund of his usage fees for rides(approximately hours and minutes long), as a courtesy However, due to his acceptance of our terms and conditions we are unable to offer a further refund I have provided attachments of both our kiosk decal and our bicycle's stem cap decal for reference
In response to [redacted]'s complaint,
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I would first like to explain that [redacted] had renewed the disputed annual subscription with monthly installments on May 2, 2014. This was his second time purchasing an annual subscription with monthly installments from Capital Bikeshare, so one would assume he is familiar with the billing process of 12 payments(12 months in a year) of $7, as he had this same subscription to Capital Bikeshare during the prior year. The annual subscription with monthly installments is a subscription for those who opt to not pay the annual lump sum, but rather pay in 12 installments. A subscription becomes active as soon as the member activates their key and expires precisely 1 year to date. Additionally, Capital Bikeshare does offer a month long subscription(of 30days), but at the rate of $25 per month; we do not, nor have we ever offered a month-to-month, yearly subscription.
Upon registering for Capital BIkeshare, [redacted] accepted our user-agreement, which states, "If a membership is terminated for any reason, then no refund is provided."(Section 4, user-agreement). Access to the system will be denied, if the user-agreement is not accepted by the registrant. Additionally, our website explains the annual membership with monthly installments, in depth, under it's frequently asked questions(FAQ) section.
The explanation of the annual subscription with monthly installments, as stated verbatim on ourwebsite:
"An Annual with Monthly Installments membership allows you to pay the cost of the membership in 12 monthly charges or installments. The cost of an Annual with Monthly Installments membership is $84, slightly more than a standard Annual membership due to the increased credit card processing fees Capital Bikeshare incurs. Annual with Monthly Installments members pay 1/12 of $84 on the 10th day of every month for 12 months.
Please note that if an Annual with Monthly Installments membership is cancelled before the end of the 12 monthly installment schedule, Capital Bikeshare will charge the outstanding cost for the membership immediately. If an Annual with Monthly Installment membership is cancelled within the first 30 days of membership, Capital Bikeshare will charge the outstanding cost for a monthly membership."
Due to [redacted]'s acceptance of our user-agreement we will not be providing a refund for this matter.
Thank you,
Deborah M[redacted], Member Services Coordinator of Alta Bicycle Share Operators of Capital Bikeshare.
Capital Bikeshare provides pricing decals, which are included on every Capital Bikeshare kiosk in the system. The kiosk decals are written in large print and are labeled, "Important Information"....
When reading the decal from left to right, you are offered membership costs then "+" usage fee per trip, so that you may determine the cost of your ride prior to commencing your membership. When [redacted] entered his credit card into our kiosk to make his purchase a reminder included within the touch-screen process appeared which read "«Usage fees apply after 30 minutes (see chart above screen). Accept ?»". Anyone using the Capital Bikeshare system must read and accept this statement prior to finalizing their membership purchase, or they are not permitted to ride.
In addition to our kiosk pricing decals, we place a safety sticker on the stem cap of each bicycle, which ends with the following message: "First 30 minutes free; usage fees begin thereafter". This decal is included on every bicycle in the Capital Bikeshare system–we currently haveover 3,500 bikes in circulation.
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 Washington, DC that cost less for rentals lasting over an hour, and we do not wish to compete with their business model. Capital Bikeshare 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.
We granted [redacted] a 50% refund of his usage fees for 2 rides(approximately 2 hours and 45 minutes long), as a courtesy. However, due to his acceptance of our terms and conditions we are unable to offer a further refund.
I have provided attachments of both our kiosk decal and our bicycle's stem cap decal for reference.
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
Capital Bikeshare provides pricing decals, which are included on every Capital Bikeshare kiosk in the systemThe kiosk decals are written in large print and are labeled, "Important Information" When reading the decal from left to right, you are offered membership costs then "+" usage fee per trip, so that you may determine the cost of your ride prior to commencing your membership When [redacted] entered his credit card into our kiosk to make his purchase a reminder included within the touch-screen process appeared which read "«Usage fees apply after minutes (see chart above screen)Accept ?»" Anyone using the Capital Bikeshare system must read and accept this statement prior to finalizing their membership purchase, or they are not permitted to ride In addition to our kiosk pricing decals, we place a safety sticker on the stem cap of each bicycle, which ends with the following message: "First minutes free; usage fees begin thereafter" This decal is included on every bicycle in the Capital Bikeshare system–we currently haveover 3,bikes in circulation 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 Washington, DC that cost less for rentals lasting over an hour, and we do not wish to compete with their business model Capital Bikeshare 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 We granted [redacted] a 50% refund of his usage fees for rides(approximately hours and minutes long), as a courtesy However, due to his acceptance of our terms and conditions we are unable to offer a further refund I have provided attachments of both our kiosk decal and our bicycle's stem cap decal for reference
In response to [redacted]'s complaint,
background-color: rgb(255, 255, 255);">
I would first like to explain that [redacted] had renewed the disputed annual subscription with monthly installments on May 2, 2014. This was his second time purchasing an annual subscription with monthly installments from Capital Bikeshare, so one would assume he is familiar with the billing process of 12 payments(12 months in a year) of $7, as he had this same subscription to Capital Bikeshare during the prior year. The annual subscription with monthly installments is a subscription for those who opt to not pay the annual lump sum, but rather pay in 12 installments. A subscription becomes active as soon as the member activates their key and expires precisely 1 year to date. Additionally, Capital Bikeshare does offer a month long subscription(of 30days), but at the rate of $25 per month; we do not, nor have we ever offered a month-to-month, yearly subscription.
Upon registering for Capital BIkeshare, [redacted] accepted our user-agreement, which states, "If a membership is terminated for any reason, then no refund is provided."(Section 4, user-agreement). Access to the system will be denied, if the user-agreement is not accepted by the registrant. Additionally, our website explains the annual membership with monthly installments, in depth, under it's frequently asked questions(FAQ) section.
The explanation of the annual subscription with monthly installments, as stated verbatim on ourwebsite:
"An Annual with Monthly Installments membership allows you to pay the cost of the membership in 12 monthly charges or installments. The cost of an Annual with Monthly Installments membership is $84, slightly more than a standard Annual membership due to the increased credit card processing fees Capital Bikeshare incurs. Annual with Monthly Installments members pay 1/12 of $84 on the 10th day of every month for 12 months.
Please note that if an Annual with Monthly Installments membership is cancelled before the end of the 12 monthly installment schedule, Capital Bikeshare will charge the outstanding cost for the membership immediately. If an Annual with Monthly Installment membership is cancelled within the first 30 days of membership, Capital Bikeshare will charge the outstanding cost for a monthly membership."
Due to [redacted]'s acceptance of our user-agreement we will not be providing a refund for this matter.
Thank you,
Deborah M[redacted], Member Services Coordinator of Alta Bicycle Share Operators of Capital Bikeshare.
Capital Bikeshare provides pricing decals, which are included on every Capital Bikeshare kiosk in the system. The kiosk decals are written in large print and are labeled, "Important Information"....
When reading the decal from left to right, you are offered membership costs then "+" usage fee per trip, so that you may determine the cost of your ride prior to commencing your membership. When [redacted] entered his credit card into our kiosk to make his purchase a reminder included within the touch-screen process appeared which read "«Usage fees apply after 30 minutes (see chart above screen). Accept ?»". Anyone using the Capital Bikeshare system must read and accept this statement prior to finalizing their membership purchase, or they are not permitted to ride.
In addition to our kiosk pricing decals, we place a safety sticker on the stem cap of each bicycle, which ends with the following message: "First 30 minutes free; usage fees begin thereafter". This decal is included on every bicycle in the Capital Bikeshare system–we currently haveover 3,500 bikes in circulation.
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 Washington, DC that cost less for rentals lasting over an hour, and we do not wish to compete with their business model. Capital Bikeshare 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.
We granted [redacted] a 50% refund of his usage fees for 2 rides(approximately 2 hours and 45 minutes long), as a courtesy. However, due to his acceptance of our terms and conditions we are unable to offer a further refund.
I have provided attachments of both our kiosk decal and our bicycle's stem cap decal for reference.
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