Very, Very Disappointing Experience:
-1/17/21 rented 3 bikes from B-cycle Houston.
-APP did not work on any of our three phones otherwise, we would have joined as "members". I was able to get to the section on pricing but could go no further. I do remember monthly membership is $13.00 (unlimited trips) and that the yearly membership is $79 (unlimited trips).
-Rented 3 bikes around 1 pm. (1/17/21), returned them the next day around 10 am. (1/18/21).
-On 1/18/21 checked my acct. and there were 3 charges for $3.24.
-Checked my acct several days later and noticed a $278.64 and $150.00 charge from Houston Bike Share (713-865-3622).
-It was the weekend but I called and left a message that I was concerned about the charges. Business hours are Monday through Friday and could not reach anyone.
-Monday the 25th I called again and spoke to a young lady (cannot remember her name, but she did say she had gotten my message).
-I asked her why I was charged those amounts ($278.64), she responded that I had the bikes for a very long time and that was the charge and that the bikes are only for short time (30 minutes) usage.
-I asked her about the $150 charge and she told me it was because one of the bikes was stolen. I explained that we returned all 3 bikes and that I was just visiting Houston for the weekend and lived in Florida.
-After explaining that I didn't steal one of their bikes, the pricing is very confusing, the APP didn't work, the displays at the kiosks were so scratched up that it was difficult to even see what was required to type in, the first two kiosks did not have dock numbers on them and we had to go to 3 different kiosks to rent the bikes because the first 2 didn't work (other people trying to rent bikes at these kiosks were having difficulties as well), she told me that she would speak to her supervisor.
-When she returned she said that she didn't understand why I was confused about the pricing: "it is displayed on the kiosks and bikes" (the signage on all three of the kiosks was unintelligible or not visible), "you could have used the APP" (I explained again, that the APP did not work on any of our phones), "you could have called" (bikes were rented on a Sunday, business hours are M-F), or "you could have checked the website" (by the time we made it to the third kiosk, we were just happy that we were able to find a kiosk that worked by this time).
-After listening to her give me all the options I could have pursued had I been thinking properly, I again disputed the charges. She told me that the charges are what they are and that I had signed the "company waiver" (?) and I was responsible for those charges.
-I responded, "so basically there is nothing that can be done and, is it not possible for her to consider all a misunderstanding?" Her response was, "that's correct, nothing can be done and no flexibility".
-I asked her again about the "stolen bike" charge and she said that the bike was never returned (which is incorrect, all 3 bikes were returned to the kiosk adjacent to the Common Bond in Montrose) so I would be charged for that as well. I told her that we returned all three bikes to the same kiosk and made sure that they were all locked in.
-She told me that 1 of the bikes was not showing up in the system as returned so I was responsible for that charge as well.
So, all in charge was $428.64 for three bikes for about 21-hours. If the APP had been working, we would have joined as members and paid $39 total.
I take responsibility for not understanding the charges but, we returned all three bikes. I am a teacher, my brother is a commercial real estate developer and my sister-in-law is a very successful business owner. In no reasonable scenario would we have ever stolen one of the bikes...doesn't make any sense at all.
As a visitor to Houston, I would have hoped that B-cycle would have been more understanding. I feel like I have been taken advantage of and this leaves a very bad taste in my mouth for a visit to your city that was otherwise delightful. read more
