On Fri, Apr 24, 2009 at 5:40 PM, PhillyCarShare wrote:
Rate Plan Change to Benefit You: Please read on...
PhillyCarShare is pleased to announce that we're simplifying car sharing in Philadelphia!
Starting May 1st, we will streamline our offerings into one plan, the Philadelphia Plan, which will give every residential member access to the lowest PhillyCarShare hourly rates. The monthly fee will be $15 and the hourly rates will range from $3.55 to $8.55, with the continued monthly 5 cent reduction in the hourly rate through July 2009. All current Basic Freedom members will be converted to this new membership plan on April 30th, when the first of your $15 monthly membership fees will be charged to your credit card.
With the significantly lower hourly rates available in your new plan, you will have access to the lowest hourly rates on the largest fleet with the most locations in Philadelphia.
If you have any questions, please call our Member Services folks at 215-730-0988, ext. 5. If you would prefer to pay all at once, we will provide a 30% discount on the monthly fees; you should mention "Coupon Philadelphia" to the Member Services associate, who will then charge you $125 for a 12 month membership.
If you have any concerns, please call Member Services at 215-730-0988, ext. 5. If this plan is not for you, then please use the link below by April 30th, 2009 to cancel your PhillyCarShare membership and avoid being charged the $15 May membership fee.
With rate simplification and the most extensive network of vehicles and neighborhoods, we are solidifying the fact that PhillyCarShare is the most convenient choice for those short trips around the city.
Since we launched in 2002, Philadelphians have embraced car sharing because we're convenient, we make good sense for your wallet, and we're green. As the nonprofit car sharing company dedicated wholly to serving Philadelphia now and in the long-run, PhillyCarShare is, in fact, a plan for Philadelphia, creating a more sustainable future for this great city and playing a fun and convenient role in your life.
a non-profit organization | 215.730.0988 | www.phillycarshare.org
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From: Lindsey Baron
To: Judith Harvey
Friday, April 24, 2009 6:21 PM
Hi,
This is extremely disappointing. The reason I use PhillyCarShare over ZipCar is specifically because I'm not obligated to pay a monthly fee in order to use the service. Sure, the fact that PCS has more locations in the city is certainly a plus, but I can use a ZipCar membership in NYC, as well as a few other cities I frequent. Additionally, they require an annual fee of only $50, and while their hourly rates are higher, I'm more comfortable knowing I'm not throwing money away if I have no need for a car for a month or two.
I genuinely like PCS because it's local, it's a non-profit, and until now, it has not placed unnecessary restrictions or obligations on me to be a part of it. I will be sad to leave it if that ends up being the case.
I realize my opinion is unlikely to make any difference, but I'm hoping you'll receive enough negative feedback from other customers to reconsider making this transition, or to at least honor your current customers' Basic Freedom plans.
-L
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From: Judith Harvey
To: Lindsey Baron
Mon, Apr 27, 2009 at 11:57 AM
Dear Lindsey,
Thank you for writing in with your feedback about our recent rate plan change. I apologize for the delay in getting back to you – we’ve had quite a lot of feedback for members just like you who are upset about this change.
Unfortunately we are not able to keep any free memberships. I do appreciate and understand your request, but at this point there’s no way for us to keep memberships open without the $15 monthly fee. Please e-mail back and let me know how you’d like to proceed; at this point I have not set your account to close. I don’t want to close your account if you will be maintaining your membership but I also don’t want you to feel like you don’t have an option – even if it’s not the choice you wanted to make.
Thank you for your membership,
Judith Harvey
PhillyCarShare Member Services
215-730-0988
www.phillycarshare.org
Our wheels. Your freedom.
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From: Lindsey Baron
To: Judith Harvey
Mon, Apr 27, 2009 at 12:49 PM
Judith,
I appreciate your response (and considering the amount of phone calls and emails I'd imagine you're getting right now, I'd say you got back to me fairly quickly). After some consideration, as of right now I'd prefer to leave my account open. I'm willing to see if it's a reasonable arrangement for me, as I may be using the service more in the next few months.
I've come to understand the need for a rate change, and certainly respect it. However, like many other people, I was quite put off by the way this situation was handled. A late Friday afternoon email with no real explanation and a questionable cancellation form is an inconsiderate and borderline insulting way of informing us of transition. I know of plenty people who have already canceled or will soon cancel their memberships simply because they feel like they aren't being treated like valued customers.
I'm pretty sure I'm not alone in my feelings regarding PCS and this situation (http://search.twitter.com/search?q=phillycarshare). We love you guys. We really do. But we're feeling pretty burned right now. I hope, for the sake of PCS, that more thought will go into future major decisions like this, as well as the communication of these decisions to PCS customers. It would be a very sad loss to Philadelphia if PhillyCarShare couldn't stick around for the long run.
I'm sorry for the long-winded email; I guess it seems a bit excessive. I just actually care what happens with you guys, because I value your organization and the positive impact it's had on Philadelphia.
-L
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From: Judith Harvey
To: Lindsey Baron
Mon, Apr 27, 2009 at 4:16 PM
Dear Lindsey,
No worries about being long-winded! We actually do love to hear back from our members, even when they’re unhappy. In fact – maybe even more when they’re unhappy.
I can certainly appreciate that the timing was poor, and we’re all feeling that on this end too. We were working to obtain funding from outside sources and that unfortunately did not pan out in time. I know that Friday after work hours was not the best time to let everyone know about the change, but we also didn’t want to wait until Monday – which was an alternative. All of our member feedback (including yours) is going to our Board of Directors so that they can get a real feel for how our members feel about this transition. Working in Member Services gives us here on the front lines a much different perspective than our Board has, since we talk to members all day every day. We know that you guys love us – we do feel the love – and I think that’s why it this transition is so hard. Well that, and the short notice.
I do appreciate your membership and I’m really glad to hear that you’ll be keeping your account open. I will make sure that your feedback gets consideration from those higher up than me – and thanks for your kind words. It does make a difference.
Thanks,
Judith Harvey
PhillyCarShare Member Services
215-730-0988
www.phillycarshare.org
Our wheels. Your freedom.
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