Bay Wheels Customer Service

Bay Wheels Positive Reviews

Widgets Don’t Work (IOS18)Just upgraded to IOS18 and discovered the widget doesn’t work well - the core functionality is good (scanning bikes, maps, etc..) The widget offers more glanceable / faster way to scan for frequent users, but it appears to be broken. A couple of issues: 1) manual refresh causing a reload loop (blinks) 2) sometimes ignores choice of station and reports a random station 3) no place in app for non-ride related issues 4) stale information on station supply that doesn’t seem to refresh (even after opening the app to confirm) Otherwise love it..PccalVersion: 15.76.3

Bike Quality & Membership IssuesBeen using Bay Wheels since it’s inception in SF. When Motivate ran the program the bikes we’re maintained well. Since Lyft took over the quality of breaks, batteries, and overall bikes have gone down month over month. My biggest frustration recently is they’re promotion of the new annual membership program. I have tried signing up multiple times through the app using Apple Pay, but it won’t register the membership or accept my payment. When I reached out to support they said use the website and that they wouldn’t refund the past few rides I paid for since attempting to sign up for an annual membership. This is clearly Lyft squeezing every dollar and trying to circumvent the App Store fees..Stuart SFVersion: 15.23.3

Data is not current; Needs Siri Shortcuts!Very often when the app says there are available slots in a dock you will arrive a minute later and it’s full. I’m not sure if this is a data problem or if the conditions change so rapidly. It would be useful to “reserve” a slot in a busy dock in advance so you can be sure you will have place to put it when you arrive. Also, it would be helpful to support Siri shortcuts so you can do things like set up a command to check for the availability at a specific dock. Then you could “hey Siri...” so the app can verbally confirm that there is space to park your bike at your intended destination without having to take your phone out of your pocket. If you’re wearing mic’d headphones you just ask anything. Good idea, right?.Amanda HuggunkissVersion: 12.5.2

Could use some improvementsFirst I want to say I really love this service and look forward to seeing the number of stations and area served expanded. I have used it over 50 times to date. The only reason I give it 3 stars is I would like to see better trip planning built within the service. Ultimately it would be great if I could give a start and end point and it would guide me to the closest dock with bikes, provide a bike route taking me to the dock closest to my endpoint and walking directions to my end point. If you could make it support multimodal transportation like Google and Bing maps for the above then even better..Wildman SFVersion: 10.1.1

Good program, finicky appI’m a big fan of the bike sharing program, but the app is finicky and difficult to use. It’s not clear how to pay, or how to unlock a bike using the app as compared to a credit card or clipper card. Also, the day pass option does not appear to be available from the kiosk even though it’s advertised on the outside of the machine. The bike share in San Francisco is much more difficult to use than other cities where I’ve used it. On the other hand, there are plenty of bikes around and that makes the system very practical if you can figure out how to use it..Former Good userVersion: 11.5.1

Love it - totally changed how I transitLove Ford GoBike! Yes, I wish there were more stations near me, I wish the docks I wanted to use always had bikes etc - but it’s such a great way to see the city! I have almost 💯 rides from 1.5 months of riding. I ride from north beach to the mission to the panhandle and even sometimes (regrettably) over russian hill. But its a great exercise, great way to commute, its almost as fast as an uber/lyft, I feel like I know SF so much because of biking, and I don't worry about my bike being stolen. Thank you Ford GoBike!.JulienchienVersion: 12.9.1

Pretty good bike share system, very good app.I’ve only been using go bike in San Francisco for a few days but I have extensive experience with bike share systems in other cities and countries. As far as I can tell this is a pretty well organized system with well-maintained bikes and a well working app. On top of that, being able to ride electric bikes in San Francisco is just so much fun! Definitely could use more stations around Golden Gate Park, north beach and generally further south. Keep up the good work..St04mkVersion: 12.12.0

Great app! Changed my commute (and life) for the better!Ford GoBike annual memberships have changed my commute (and life) for the better! The ease of unlocking, the benefit of getting 10 Alaska airline points, and the confirmation that I locked the bike properly after: all huge selling points. I ended up signing up for the service on a computer because it wasn’t as easy to sign up with a corporate discount using the iPhone app..LukecoVersion: 6.5.0

I love Bay Wheels!Don’t let negative reviews fool u. This is an excellent app and I used it multiple times for a 3 night stay in beautiful San Francisco. If memory serves, it even has a trip planner so that u will know where to pick up and drop off a bike. I tried both non electric and electric bikes. I recommend both! Also try the Lime app for electric scooters = recommended!.Packer2020Version: 15.2.3

Forget where your car is parked!When I lived in San Francisco i would to forget where my car was parked. I’m trying to do that again. With Ford bikes I’m getting out, seeing places I don’t usually see, thinking of how to get there, how much time it will take, and how much I enjoy it. The chance to experience everything in real time. It feels good! So easy and carefree!.SmerrymanVersion: 6.7.0

A Key Part of the Modal RevolutionThis app is incredibly powerful, making it that much easier for me to choose 2 self-powered wheels over 4, powered by an internal combustion engine. And at a bargain price. Bikeshare is good for my wallet, for my health, and for the planet. Thank you for for this service and putting in the work on the app to make it that much easier to use!.Mild Mannered BureaucratVersion: 11.5.1

New update is very slowThe app no longer always loads for me, and it takes about 10 seconds to unlock a bike when before it took 1-2 because they added in an extra step. This new update is way more inconvenient because when you’re trying to travel because you’re trying to move quickly and it keeps slowing me down.Kellybean0809Version: 13.3.0

Great service wonky appThe availability of bikes, especially power assist, has had a big positive impact on my commute. My experience with the accuracy of bike availability has been consistently good. However, the ability to edit my account on the app for a change to a corporate annual account has been a nightmare. There’s no functioning ability in app to change users or payment method. Fix the app and it’s a 4* experience..DayOwlVersion: 12.12.0

Must have for anyone who bikes in a major cityLove this as my main transport for when I’m going places where I don’t want to lock my own bike outside (bars in SF). It’s also cheaper and faster than Uber (if you’re good at riding bikes). I bike commute every day and this is a good option if it’s raining and I don’t want my main bike getting wet.Sauce assemblerVersion: 12.12.0

Tourist in town for a dayFord Bikeshare was awesome for getting around San Francisco downtown area. Much better than walking, way more convenient than the bus, and more flexible and lower cost than the other options like Lyft, Uber, or the trolley. Sure would like to see a couple more stations towards Pier 39, Fisherman’s Wharf and Presidio though.Outside funVersion: 12.13.0

Love the Plus bikes!The app is great and the bikes are getting better.. just wish there were more Plus bikes. I even think customers would be willing to pay a few bucks more if there were more Plus bikes. Overall I have been very happy with my experience with the bikes..LMax1045Version: 12.3.0

Love it!Great service that has improved my life substantially. I can ride to the grocery store and other places around town and save money while getting some exercise. My only request is I wish the basket were bigger and there were more options for passes (like monthly)..Chloe Q.Version: 6.7.0

FantasticHad a great trip using the Ford GoBike. I felt bad for the drivers when I zoomed pass them on my FGB. I got one recommendation for you guys. Add sound (such as beeps) when people try to lock their bike. The alarm should only stop beeping when bikes are fully locked. This will save you and the customers a lot of headache..XWesleyVersion: 6.8.0

Great customer supportHad an issue with my annual subscription, and the customer support team was helpful and prompt. In addition to that, the app is good and the bikeshare system is a huge convenience, especially with how expensive gas is..SFDCyclistVersion: 14.39.3

Easy to use and easy to rideIt’s great to have a bike share app that works well, had many locations, and has reliable product. More than very disappointed that you can only get ten miles on Alaska air for all the riding you do inone session. I got ten bonus miles for nearly four miles of riding- rip off there.Moi and IVersion: 11.3.0

This is the BESTFor traveling in San Fran, this should be the only way you do it. Bring your helmet and that’s all you need. The ebikes allow for anyone to ride anywhere you want...avoiding all the crazy traffic. Unbeatable. If I loved here, it would be my exclusive form of commuting...plus the planet likes you for it. Thanks Ford!!!.MtnboundchicaVersion: 12.8.1

Love itHaving come from Taiwan and China where bikeshare is really prevalent, I was happy to see that the GoBikes where just as convenient. They let me exercise on my way to work, and the best part is I don’t have to bring my own lock! Hoping for more docking stations to appear soon! Thanks!.木日一勿澂Version: 12.3.0

Needs to communicate with Apple HealthI love the ford gobike system; but I think the app could be improved. First, I want it to automatically talk to Apple Health — right now, I have to manually enter miles biked, minutes, and calories burned. Wish this happened automatically! I also would like to look back on my past rides, similar to Lyft or Uber, instead of just most recent ride..Magster36Version: 6.7.0

More docks or circulatory pleaseThis is a fantastic service, especially since they’ve added more e-bikes. But it’s becoming a victim of its success, with stations often too full to check in bikes. They need more stations or better logistics for circulating bikes. Employ more people at good wages, and target them at the stations you know get the most traffic..NomadiceyeVersion: 12.13.0

Easy-to-useInformation is timely and accurate. Check out is quick and I really appreciate the confirmation I docked correctly at the end of the ride. Map tracking works well even in downtown situations with tall buildings..SFreaderVersion: 12.1.1

Biking makes me happy!After having multiple bikes or parts there of stolen, I’d given up cycling in San Francisco. Now I don’t have to worry about that, or maintenance and storage. I am back to commuting by bicycle which is awesome, and significantly cheaper than BART :).AngielalahVersion: 12.14.0

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Bay Wheels Negative Reviews

New update is much less functional and intuitiveI use Bay Bikes every single day, usually 3-4 times per day. The old version of this app displayed so much more key information, making my morning search for a bike easy and predictable. The new version no longer allows me to see at a glance how much battery charge a parked bike has. I almost always need a bike that’s near-to-fully charged, as I ride fairly long trips. Sure, you can select a bike and then see the charging/mileage range info at the bottom of the screen, but it was so much easier to have the green charging bar as an instant guide. Also, the way the rack inventories are displayed no longer allows you to instantly see how many e-bikes are among the total number of available bikes. Like the clunky workaround for the disappeared battery charge bar, you can select the rack and get a detailed breakdown at the bottom of the screen—but why the extra step when it was formerly so easy to simply see the exact number of available e-bikes? I really enjoy my daily commutes and shopping trips on Bay Bikes—it’s one of the unexpected upsides of pandemic-reduced MUNI service. Please bring back the easy functionality of the “old” app, and you’ll make this loyal customer very happy..ModernisteVersion: 14.8.3

Too many bugsI used the dockless bike yesterday and had a lot of issues. First, the bike location which showed on the app didn’t have bike at all. This happened twice before I could find an actual bike in the location. At last, after I locked the bike, the timer was still running. I waited for 5 mins as the servers could take time to refresh. But thetimer was still continuing. Later I called customer care and was put on hold by the automated voice for 15 mins and then the automated voice asked me if I would prefer to receive a call back as the representatives were busy. After 10 mins, I received an automated call back and informed that their representatives are still busy and can’t be connected and asked me to leave a voicemail. But it didn’t allow me to leave voicemail. It just hung up. Overall, a very frustrating app and the customer service! Need to fix a lot of bugs..Pooja.rajVersion: 11.3.0

Bikes are junk. Customer service incompetentThe bikes are rusty junk. The seat post wouldn’t stay up. Prepare to get covered in bike grease trying to make it work. The gears are completely impractical. There is no specific setting for 1, 2, 3. It’s a continuous sliding scale with no visual indicator of which gear you’re in. You stop at traffic lights, do you need to drop down to 2nd gear? Good luck finding the right gear until you try to pedal off. They managed to charge me through ApplePay for the first $2.19. Then harassed me for a week because their transaction for the remaining few dollars didn’t go through. Their rude and incompetent customer service people just send the same automated reply. You’ll have to do all the work to get it resolved. I’m so sorry I tried this terrible service. They do not deserve to take up so much space in our city. There must be better companies..InterlardVersion: 11.5.1

I’ll avoid using Bay Wheels in the future.The concept is cool but not well thought out. I was left having to pay a $112 charge for a 30-minute ride because of their system. Leaving Outside Lands Music Festival in Golden Gate Park, they trucked in hundreds of bikes for festival goers to ride home which was great until you needed to dock the bike at a station just like hundreds of other people and every docking station only took maybe 20 bikes. I had no choice but to leave my bike next to a docking station after riding to a second location that was also full. THE APP DOES NOT ALLOW YOU TO END THE RIDE UNTIL YOU DOCK THE BIKE AT A STATION - different from Lime or other ride services. Even after reaching out to support that same night while standing next to the undockable bike, my "ride" continued for 26 hours - even after I flew home to Seattle, the app thought that I rode the bike to Seattle and was still timing my ride. I reached out to support via email and phone and was told that I would not receive a refund per their policy because the bike was not docked. I feel like I was ripped off and left with very poor support from their customer service. Very unfortunate..Tawnya M.Version: 15.19.3

Pitiful and expensive way to get aroundI love biking but the experience of riding these bikes is truly joyless. Unless you want to arrive at your destination later, more tired, and several dollars poorer than you would have if you’d walked, don’t take one of these! Every time I have used the app, I have encountered broken bikes, docking issues, etc. but truly it’s the times the app has worked and I’ve actually ridden one of these bikes that I most regret. They are heavy, slow, uncomfortable and not geared to handle even the slightest of sf’s many hills. Rides that should take 15-20 minutes easily take 30+ so riders end up getting charged premium prices. The entire southeast side of the city has almost no docking stations so lots of equity issues too. I don’t recommend!.AddycarpVersion: 15.8.3

Poorly managed systemThis has to be one of the more poorly managed bike share programs and associated apps that I have used. As an international airline pilot and cycling enthusiast, I have used bike share programs in cities all over the world. This one in San Francisco left me hanging after it took my money. I downloaded the app, followed its prompts at a bike share location, and then after it took my credit card payment, it asked me to then create a login password. I did just as instructed and it confirmed I had met all requirements but then said unable to continue for “Unknown Reasons. Please try again later.” I didn’t have another day to try and their helpline wasn’t able to resolve the problem either. Time and money wasted..Dave.RedmondVersion: 6.7.0

Scam CompanyI have used this app for a few years. The bikes are poorly maintained garbage, but sometimes, I want to make a one way trip via bicycle, and this is not possible if you use your own bike. Much better to use a city bike instead of locking yours outside the store. Do not ride these bikes if things like “brakes” matter to you. Bent pedals, nasty seats. Docks are often non functional, empty, or full. The best part is when they scam you! “You parked wrong,” said the agent. That’s why they had stolen $25 and change off of my second credit card after the first card declined their fraudulent charges. “I didn’t park wrong, and I have pictures.” “Oh, in that case, sorry for the inconvenience.”.TerminationshokVersion: 15.39.3

Extremely poor product & supportBought a one-month pass. Bikes generally in poor conditions. On my third ride, a component of the bike’s lock fell off halfway, and I found I could not lock the bike and stop the timer. Contacted support, was told to flip the seat and leave. But the timer has never stopped since then, so I cannot start any new ride. It has been 10 days till now (the timer says 228hr), I have called support a few times, but always been told it will be resolved “tomorrow”. Overall, extremely poor product and support. Supports are just trying to delay the problem, giving out fake promises to end the call, instead of actually trying to solve the problem..Haoran XuVersion: 12.1.1

Worst Customer Centric Service Ever!I rented a bike from SoMa to Caltrain station to catch my train. When I was about to arrive my home in Hillsdale, received an email telling me that I haven't docked it and I’ve been riding it for more than an hour! In fact, I did that just after 7 min. of ride. It turns out that the dock was not working properly. (requires more push than suppose to be.) I immediately called the customer support and they wanted me to return back to San Francisco! She also added i’d be charged $1200+tax if the bike gets stolen. So I had to go to San Francisco for just a little more push!!! I rented the bike to save 10 minutes but at the end of the day, I lost 1,5 hours!.BURKICOVersion: 11.0.0

Much worse checkout experienceThe recent app update made the checkout experience much worse. Now, despite having an annual pass, I need to authorize a $0.01 charge in every checkout. This is fiddly and takes extra time. And, now, when returning a bike, rather than sending an app notification that obeys notification settings, I get an annoying out of band text message. Update: There was a recent update to “improve member checkout experience” but there was zero visible change. Still need to go through an unnecessary $0.01 charge authorization on every ride..Rdlee632Version: 13.4.0

Slow, invasive, no ebikesRecent app update is gigantic. Takes forever to load and they made it like the Lyft app. Makes you authorize a new card charge on every ride, even with a paying subscription, super unnecessary. There are no ebikes in the city after 8 months because they want exclusive rights to make more money off riders. Sickening to see them hold back ebikes for so long. At first it was technical incompetence (batteries started on fire), now they have them ready but it’s just greed. Enjoy seeing a description on every station showing how many ebikes are available. Spoiler alert: there are 0!.Appstore1251Version: 13.4.0

Couldn’t get worseI have used go bike before, but this time I was stuck in the app. I updated in the App Store and then tried again. I was prompted to login again but then was locked out by too many pw attempts. There is no password reset or alternatives. I went back to try the Get Pass approach for single use and Apple Pay. I was so exited about this option. However, because I was locked OUT of logging in, I couldn’t use this approach either. Therefore, when I needed to use the bike service I could not. Bike service great, convenience great. Terrible app experience logging in. You should be ashamed..Anxious listenerVersion: 12.2.0

LyftSo I never never leave reviews but this makes me upset. I have an annual pass for FordGo bikes and come to find out they remove the EBikes... ok that’s fine as long as they bring them back which they did. Now connected through the lyft app which is just idiotic. Now I come to find out that my annual pass doesn’t even work on the EBikes. Like cmon the whole point for getting the annual pass was to ride the EBikes. Very very very disappointed and frankly upset with Lyft Stay away and don’t support something like this. Very unfortunate, used and loved for months until now. Don’t support a greedy company like Lyft.VPzCiVersion: 12.16.4

Go Bike? uhh...more like SLO BikeImagine you rented a car and while on the road, every other car sped past you as if you were driving with a flat tire. That’s pretty much what it feels like riding these seemingly intentionally slow moving sluggish bikes. I’m not a speed demon nor looking to race anyone nor am I out of shape. I usually ride my own bike daily. I started using these bikes in the interim after my second bike within a year was stolen and these are located right on my block. Even though I didn’t really expect world class high end cyclery, these things feel like they are designed for elderly riders who are just glad ro be moving forward. When their electric pedal assist bikes were available, the ride got a lot better but due to mishaps with their design those were dissapeared from the streets literally overnite. They really need to redesign or recalibrate the wheel action on these slow poke bikes..SoulskoolVersion: 12.16.4

Needs to show dock status.I generally enjoy the BayWheels program. I is USUALLY a convenient way to commute and get around the city. Except when I walk to a dock only to find out that it won’t unlock any bikes. So after spending 5 minutes fussing with a couple of bikes adjusting the seat and loading my bag, I now have to unload my stuff from the basket and walk another 7 minutes to the next nearest dock. This could all be avoided if I had up to date information when leaving my home in the wee hours of the morning..Mbm8eVersion: 14.28.3

Not feeling the updateI’ve been using Ford Go Bike (now Bay Wheels) since 2016. I do not like this update at all. It completely changed the way I used to view my ride history. I could view my total rides, hours, and distance travelled. The UI is basic. There are very few colors or graphics. I’m assuming Bike Angels has been retired since I no longer see my Bike Angels points. Usually I like app updates, but why mess up at good thing? I have been singing praises to Ford Go Bike/Bay Wheels since becoming a member, but with the latest app update I’m singing a different tune..User7496Version: 13.2.0

Horrible name change and other issuesThey changed the app name from Ford Bikes to BayWheels at the most inconvenient time... I was trying to get to work and spotlight searched for the app but couldn’t find it because I didn’t know they changed the name! I had to google the name change etc. Whoever decided the cutover was a good idea really didn’t think this one through. Best part of this was, but the time I found the new app name, the last bike was taken. Come on guys. Oh yeah, there’s other bugs like bike not loading when you move the map..ApplesReviewUISucksVersion: 12.16.4

Think Twice You May Pay $1200Rented the bike in SF and returned it in under 30 minutes as per the instructions. Bike was properly locked into the station and would not pull out again. Walked around the waterfront for about an hour and a half, then returned to take another bike. The app said that the first bike was still out and would not release another one. Called customer service thinking there must be a glitch and was told that it was my responsibility to file a stolen bike report with the police. In addition, they said that if the bike didn’t turn up at a station within 24 hours, I would be responsible for a new one at the cost of $1200! Hopefully someone from GoBike will read this and be proactive in resolving this issue. The bike was not stolen while it was in my possession. It was removed from a GoBike rack..Problems in SFVersion: 6.6.2

CANNOT CANCEL through App; website server errorThis App has no way to cancel the subscription and they already charged me one unwanted subscription months ago! When I contacted them they said I only had 30 days to get a refund - but then never actually cancelled it. There is no way to remove your current credit card. Lastly the website has a server error so that is not an option. This is a horrible experience with no way to cancel ongoing payments..Rjk_in_sanfranVersion: 13.56.3

Complete DisappointmentI recently used the bike ride app, and my experience has been far from satisfactory. Despite raising concerns about unclear day pass terms, the customer support response left much to be desired. The denial of a refund without addressing the issue adequately has left me frustrated. I find it necessary to caution others by formally complaining to the FTC. Transparency and customer service are crucial, and unfortunately, this app falls short in those aspects..AnifushimiVersion: 15.39.3

Don’t rely on Ford Go bikeThe company has lots of bugs connecting their bikes to the docking station. It’s always hit or miss whether or not you can unlock a bike. Also, a couple times I have 100% docked a bike (got the green light) and then the app said I was still riding hours later so I got charged and couldn’t unlock other bikes. To make things worse they just removed all their electric bikes and now there’s not enough non electric to go around. Giving 2 stars for the helpful customer support..Amc1140Version: 12.13.0

Rip off, Misleading and InconvenientI rented 2 bikes, paying $10 each for a day pass (24 hours) The kiosk said rentals are charged every 30 min. So I figured with my day pass I was food for 24 hours. What wasn’t explained clearly was that you needed to re-dock the bike every 30 min or you will be charged $3, every 15 minutes per bike. Because you can dock any bike at any dock, many docks are full and you could end up across town after finding an open dock. I will never rent again.JhiphopjunkyVersion: 10.0.1

New UX is terrible (Dec 2019)The app was recently updated to match the Lyft app interface. It’s awful! I can no longer save stations as favorites, so if I want to see if my usual stations have any bikes or docks available, I have to scroll through the map to try to find it. Total BS and horrible UX. I know they wanted to update the app to mirror Lyft, but it’s a very different use case. Also where are the eBikes?.@MissDaizyVersion: 13.4.0

Since Lyft took this over service is horribleEver since Lyft took over this bike system its efficiency in San Francisco mimics how efficient muni is (spoilers muni is a joke transportation system). They do not care about stations having no bikes, even ones near major bus depots. You can file a complaint and it goes nowhere. They will take Stations out of service without warning. Really sickening how this went from the best form of transportation in SF to one of the worst. Way to go Lyft!.Letb17Version: 12.14.0

Awful experienceI rented two bikes for me and my boyfriend on a day pass for some touring around SF. One of our bikes broke and we got stranded in Sausalito. We weren’t able to move his bike so we had to take a ferry back. Meanwhile the clock was adding charges to my credit card cause we went over the 30 minute allowance. I tried calling support to explain the situation and they would not refund the extra charges. It’s cost me over $51 for one bike trip and an extra $28 in ferry fees. For what I thought was going to be a $15 rental. Horrible experience, do not recommend.Emily_44444Version: 15.73.3

Horrible solution for tourists - app designer’s perspectiveFor a city with so much tourism this app max a major oversight in the design. To make an account you need to enter a code that is either called or texted to you, there is no email option. I’m not sure why this company would want to miss out on the tourism market of millions of people a year but they are. I suggest adding an email code feature to verify accounts..344)6643Version: 14.35.3

TrashI needed a bike today, but apparently my bike I used yesterday was jammed in the lock so I couldn’t use a new one. Not reliable..HdhebuwVersion: 12.0.2

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