ComplaintsforDeco Bike, LLC

• Initial Complaint

  03/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've been a Citi Bike member for number of years and at least once a week I have problems using the App that they force you to download to your cellphone. They list a phone number for **************** and when you call them you get a prerecorded message, now I'm sort of an expert in **************** because I've been working in the ******************* industry for over ************************************************************************************************************* call back just 8 hours in a 24 hour period. The problem that I keep having is the Bike will not release from the docking station and then I have to use my debit card in order to get a bike. Now I do pay ***** a month for a membership and I'm not getting what I'm paying for, The do call me the next day to resolve the problem and they tell me that they are going to refund me my money but I don't see it in my bank statement. Not to mention that these bicycle's have been on their platform since *********************** was the President. I'm probably speaking for a couple of hundred Citi Bike members. Thank You!

  

  Business response

  03/22/2024

  Good morning, 

  We have attached the receipts for the refunds already made.

  The use of our services is a choice and we do not force our customers to download our app. 

  We are always working to provide the best service possible, we did several contact with this member advise him to contact his financial institution to inform himself of why he doesn't see his refunds. 

  Have a great day. 

• Initial Complaint

  03/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Fraudulent late fees. I rented my first bike through Deco Bike (dba Citi Bike) in ***** on Sunday, 3 March at *****am for a 30min hire along with a friend, ****************** - same location, both have email receipts to evidence time, date, location. We rode the bikes from the pickup location directly to our hotel where we both returned the bikes at *****am. I confirmed my bike was secured at the return station and we returned to our hotel followed by shopping, coffee (receipts can be provided). Later in the day I received a late return notice from Deco Bike stating the bike was returned late at 2.29pm. To substantiate the return time, I provided customer service with ********************** confirmation of return from Deco Bike as we were together at all times, and can be validated. Further, the email I received displays my return at the same location that both ****************** and I returned to at *****am. **************** claimed a technician checked the return station, but it is simply not feasible that I returned the bike, someone then took it out (again I confirmed locked) and then returned to the exact same location where it was incorrectly registered as returned 3 hours late - there is a clear issue with either the return station, billing system, or the company is engaging in fraudulent credit card charges taking advantage of new customers who cannot otherwise evidence time of return if they are unwilling to accept support from my travel companion (noting again all of our dates/times align). On request, I will provide further evidence of our location from the hotel, store / cafe receipts, photos / GPS location. Customers beware, and Lyft, as ********** be advised of the reputation Deco Bike is ascribing to your name.

  

  Business response

  03/14/2024

  God afternoon, 

  To whom may concern, 

  We already reply to this customer request to a refund for the late fee of the bike use. 

  We explained the customer the reason and she denied and requested again a refund and again we let her know we could not issued a refund when she used the bike longer that the original rental that she pay for. 

  Attached is a pdf with a screenshot of her transaction history and the email correspondence with the customer. 

  Customer response

  03/25/2024

  Deco Bikes is fraudulently charging late fees. I offered multiple forms of proof to evidence time of return and this was rejected. I am not disputing the terms of hiring the bike- yes, I used the bike but returned well within the stipulated rental period. They have created a model where they can charge anything they want and you have no recourse. There are a large number of complaints against this company for faulty operations - I demand service technician reports evidencing times and dates of service and evidencing the hiring of bikes from the time of my return at *****am until the alleged return per Deco.
  I dont even care about the refund at this point, my time is far more valuable. But be clear that I want this on record for other users and any potential partners/affiliates to know the deceptive practices of this organization.  Rest assured I will never do with Deco bikes again, but I want to be sure others know what they are in for.  

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