Bird Rides

My monthly ride pass, which is still active for another 10 days, is not giving me the free unlock or the first 3 minutes of each ride free on all my rides. It was for a total of 60 rides over 30 days.

I have attached a screenshot showing my active pass, and please see specifically where it says free unlock. Also, nowhere on the pass screen or in the terms and conditions does it state that there is a maximum of 2 rides per day, as I was previously told. I have attached another screenshot of the terms and conditions for my pass. Please point out to me where it states the 2 ride per day maximum.

It does not. According to my pass, I have 50 rides available and only 10 days to use them. How is this possible if I can only use 2 rides per day? If I was made aware of the 2 ride per day limit before I purchased, I would obviously not have purchased this pass.

I am requesting your immediate resolution to this matter. The only acceptable solutions are to refund all unlock fees for rides active within this pass period and recalculate all rides to include the first 3 minutes at the correct rate, and then make the remaining 50 rides available to me to use before the expiry date of the pass. The other option is to refund all rides taken since the pass has been active, including the pass fee. I have had to contact your company multiple times to resolve this issue.

No one has listened to my issue or offered any actual valid response to the items I have addressed. I simply refuse to be ignored, and I refuse to let this matter just go away until you have corrected this issue. In the United States, there are minimum expectations when we make a purchase. Those are simply to get what we paid for and not be subjected to deceptive bait and switch marketing practices.

My bank offers me the guarantee of getting what I paid for and will return the money to me and debit it from your company if requested, and proof is supplied. The proof is in the screenshots that I have sent to you. I demand this be resolved, and if it is not able to be resolved by the person working this request, then you must escalate it to your highest level of customer service immediately.

The scam that you seem to be running will not be tolerated, and I will pursue this matter further until it is resolved satisfactorily. Please contact me once it has been completely resolved.

Application Process

Applied to the Bird Access program, filled out the application, and sent the required eligibility document. Some concerns arose:

1) It took approximately 7 days to resolve the issue overall.

2) At least two requests were made via email agents to send in documentation, which were sent a total of three times before approval.

3) The customer service phone number was not easily found; it was discovered through Pissed Consumer.

4)The customer service phone agent was inflexible to the point of obstinacy.

When my passport was deemed insufficient, the agent directed me to obtain another government-issued ID with my address on it, stating that the eligibility document could only be used for eligibility purposes and not as proof of address. The agent claimed that no other document could be used for proof of address, despite the same eligibility document being acceptable for issuing agencies. This seemed illogical and frustrating.

5)Fortunately, the email agent was able to utilize the information given while I was going back and forth with the phone agent and approve my application. The email approval was sent during our phone call, which I shared with the agent.

6)I attempted to escalate to a supervisor but was informed that none were available.

I got the sense that supervisors might never be available.

7)After hanging up with the initial phone operator and calling back hoping to get someone different, I encountered the same person again.

Despite the difficulties, I'm happy to have finally signed up and will test out their service in the upcoming days. However, reaching this point was challenging.