GENERAL QUESTIONS
- What is carsharing?
- What are the benefits of carsharing?
- Are there other carsharing organizations?
- How do I know if CityWheels will work for me?
- How much money can I save by joining?
- How much does it cost?
- Is CityWheels cheaper than traditional car rental?
- What is the Application Fee used for?
- How does billing work?
- What sort of additional fees or penalties should I expect?
- Do I need a credit card or debit card?
- What if carsharing doesn't work for me? Do I get my money back?
- How long in advance must I reserve a car?
- Will a car be available every time?
- How many people do I share my car with?
- How do I book the car?
- How often can I drive a car?
- What is the busiest time of the week for carsharing?
- Can I cancel a reservation?
- How long am I allowed to have a car?
- Why is there a limit on weekend use?
- What if I need a car for an entire weekend?
- How many times a week can I use CityWheels cars?
- Can I use CityWheels for longer trips?
- Do I have to go to the office to pick up and drop off a key each time I use a car?
- Can I pick up a car from one place, and drop it at another?
- How do I find a CityWheels car?
- How are car locations determined?
- What kind of vehicles are in the fleet?
- Automatic or stick-shift?
- Do I have to fill the gas tank after every use?
- How do I use the gas card?
- Who pays for tolls?
- What about parking?
- How do I get into a CityWheels car?
- Do I have to worry about locking the cars?
- Can someone who is not a member drive a CityWheels car?
- Can someone who is a member drive a CityWheels car during another member's reservation?
- How do I join?
- Can I only reach the office during regular business hours?
- Will I meet other CityWheels members?
- Can my partner or family members drive too?
- Do I get other benefits with my CityWheels card?
- How does the insurance work?
- What about my insurance record?
- What if the car breaks down?
- What happens if I return a car late?
- How do we keep track of damage?
- Oops, I got a parking ticket, what do I do?
- Oops, the car got towed, what do I do?
- What if I have a problem to report?
- What constitutes an emergency?
- How are the cars maintained?
- Do I have to clean the cars?
- Can I use a car for work-related tasks?
- Can my company join CityWheels?
- Can I smoke in the car?
- What if I leave something in a CityWheels car?
- What if I find something in a CityWheels car?
- Can baby seats be used in the cars?
- What about bike racks?
- Can I bring my pet in a car?
GENERAL
- What is car-sharing?
It's just as it sounds - a member-based, time-share car service. It is a new alternative to owning a car. People who only need a car occasionally can join the "club" and have convenient access to an entire fleet of new, efficient vehicles when they need them - without paying for them when they don't.
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- What are the benefits of car-sharing?
- For Members - it means affordable access to a car when you really need one, without the whole debt load of ownership and the hassles of car maintenance.
- For the Environment - it means improved air quality, reduced greenhouse gases and eventually, less asphalt.
- For our Communities - it means safer streets, more support for transit, less traffic congestion and better mobility for everyone, especially lower income residents.
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- Are there other car-sharing organizations?
Car-sharing began in Switzerland in the mid-1980's and came to the United States in 1998 in Portland, Oregon. In the U.S. today there are more than 50,000 members of 17 carsharing organizations sharing thousands of cars from the East to the West coasts. It has spread quickly across the country as people recognize its benefits for their communities. Cleveland is the 18th major city in the U.S. to launch a carsharing program - and more new organizations are springing up all the time. For information on carsharing around the globe, see www.carsharing.net.
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- How do I know if CityWheels will work for me?
In general, CityWheels works well for people who:- Don't need a car every day to get to work;
- Drive less than 10,000 miles a year;
- Have a good driving record;
- and are at least 21 years old.
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- How much money can I save by joining?
Your savings depend directly on how much you drive and how much you pay for your current car. Many members will spend less on CityWheels than they currently do on parking alone. If you don't need to drive to work every day, you are likely to save money with CityWheels. See our Savings Calculator for a more exact idea of what you are likely to save.
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- How much does it cost?
There are three membership plans to meet a variety of travel styles and needs. Hourly rates range from $5.90 + $0.30 per mile; to $6.90 or $8.90 with 20 miles per reserved hour included. Our 24 hour rate is $55-65, and comes with 125 free miles. Gas, maintenance and insurance are always included. See our Rates page for more information on costs.
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- Is CityWheels cheaper than traditional car rental?
CityWheels includes gas and premium insurance with every use, so it's often cheaper on the whole than renting, especially for periods of less than 24 hours. Traditional car rental agencies charge by the day - even if you only need it for an hour - and they tack on A LOT extra for insurance. Of course you'll pay for the gas, too. CityWheels is designed to be affordable and convenient for trips that last a matter of hours: life's everyday errands, appointments and evenings out. The CityWheels daily rate is competitive with rental agencies - you never pay more than $65 in a 24-hour period as long as you drive 125 miles or less over the course of that time. With this in mind, though, we are not designed to beat the cheapest rental agencies in town in every situation- if you need a car for an entire weekend, or you plan to drive very long distances, you may do better for those specific trips with conventional car rental.
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- What is the Application Fee used for?
The $25 Application Fee covers the costs of your new member orientation materials, personal electronic key, a driving record check and other expenses to get you connected with our insurance and billing systems. Please be certain about your insurance eligibility before applying. Because we pay for your driving record check, we cannot refund application fees if you are deemed ineligible by our insurance company.
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- How does billing work?
CityWheels offers pay-as-you-go service -- your account with us must have enough funds to cover each trip's reserved hourly and estimated mileage expense (mileage is estimated at 9 miles per hour). You can choose to have a monthly amount of your choice automatically charged to a credit/debit card, or you can pay for each trip at the time of your reservation. Mid-month you will receive a reconciliation invoice, showing estimated vs actual costs for each trip you've made -- as well as any fees or penalties that you incur -- and charging or crediting your account for the difference. If you ever have a question about your billing, contact CityWheels as soon as possible so we can resolve your concern.
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- What sort of additional fees or penalties should I expect?
If you follow the guidelines laid out in our Membership Agreement, you won't have to pay any extra fees or penalties at all. In general, our policies are set up so that you can have the best possible experience with CityWheels, while still providing that same level of experience for the next person. Your account will be penalized if you do something generally inconsiderate towards the other members, for example, bringing the car back late or low on gas, leaving a spilled milkshake on the floor, parking the car where the next person can't find it, or letting Snowball leave cat hair on the seats for the highly-allergic person who has the car reserved after you.
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- Do I need a credit card or debit card?
Yes, with rare exceptions. Our paperless billing system works most efficiently with credit cards, and helps keep our costs low, so we prefer them. We are also equipped to accept debit cards. However, we will try to work with your organization if its payment systems don't include a credit/debit card - please contact us if you would like to discuss payment alternatives.
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- What if carsharing doesn't work for me? Do I get my money back?
We recognize that carsharing isn't for everyone, but we hope that you'll find it works for you! We offer a 30-day trial period for new members, so you can test out the service and make sure it's right for you. If you decide to leave within 30 days of joining, we will refund your $25 annual membership fee.
Carsharing takes a certain level of flexibility and a real commitment to using alternative means to get around. Sometimes this doesn't work for people, or it isn't economically feasible. There are other reasons you may need to leave CityWheels, as well - if you're moving out of the region, you're moving to an entirely car-free lifestyle, or you no longer need access to our fleet. We recognize that your transportation needs can change over time, and we hope to meet as many of your needs as possible for as long as we can. If you find for whatever reason that you would like to leave CityWheels, please notify us in writing and return your personal electronic key.
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- How long in advance must I reserve a car?
You can book on the spur-of-the-moment, or up to 6 months in advance. There is no standard or required time frame to arrange for a car. (In general, 50% of trips are booked on the same day they're taken.) However, the longer your lead time, the more certain you will be of having the car you want at the time you want it.
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- Will a car be available every time?
In a perfect world, yes. However, in the real world, we recognize that there will be times that a car will not be available. (Obviously, if you reserve a car several days or weeks in advance, you are much more likely to have access to it on the day you need it.) Access to our entire fleet helps ensure that you can most always access a car to meet your needs, although it may not be your first choice. We're aiming to follow the lead of our mentors at AutoShare in Toronto. They've been in business for ten years, and consistently maintain a minimum fulfillment rate of 95%.
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- How many people do I share my car with?
All CityWheels members have access to all cars in the fleet. Although you may usually drive a few specific cars, there may be times when you want a car closer to a different location, you need a different model for a particular use, or your first choice is not available. We keep our cars close to public transit routes, so if you need to get to a car that is not in your neighborhood, it is relatively easy to get to it using the bus or rapid transit. For help navigating the public transit system or other alternative transportation methods in the Greater Cleveland area, see our Partners page.
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- How do I book the car?
You can reserve any car in our fleet 24 hours a day using our online Reservation. Booking by phone with a representative is also available for a fee of $2.00 per call.
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- How often can I drive a car?
Drive as often - or as little - as you like. The Standard Plan is best if you'll drive very rarely, while the Value Plan will save you money if you'll be driving more then 8 hours per month.
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- What is the busiest time of the week for carsharing?
Peak demand for a reservation happens on Saturdays and Sundays, 11am - 4 pm. If you need a car during these times, we recommend reserving well in advance to get your first choice of car location. If you haven't booked ahead, there's a chance that all cars will already be reserved. In general, it's a good idea to book all reservations as early as possible.
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- Can I cancel a reservation?
Yes. You can cancel a reservation at any time simply by logging on to our website, or by calling the 24-hour reservation line. Fees may apply. Refer to pricing guide for this and other fees. .
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- How long am I allowed to have a car?
CityWheels cars are available for as little as 30 minutes, or as long as you would like, even several days at a time. However, since weekends are the busiest times for our cars, we generally limit use on weekends to 24 hours total.
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- Why is there a limit on weekend use?
People like to use CityWheels for errands, and most of our members do errands on the weekends. We want to make sure there is as much availability as possible for the weekend reservations (5pm Friday and 5pm Sunday). Your reservation time can only total 24 hours. There are no limits on reservations (or parts of reservations) that fall outside of this period.
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- What if I need a car for an entire weekend?
Many car rental agencies can rent you a car for an entire weekend at a reasonable rate.
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- How many times a week can I use CityWheels cars?
As many times as you like.
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- Can I use CityWheels for longer trips?
Absolutely. Our Standard and Value plans include 20 miles per reserved hour (i.e. - 2 hours includes 40 miles, 2.5 hours includes 50 miles, 3 hours includes 60 miles, etc). Our daily rate includes 125 miles - that's enough to get you to Cedar Point and back. Mileage beyond these included distances costs $0.30 per mile. Our vehicles can travel anywhere within a 500 mile radius (enough to reach Chicago, NYC, Washington DC, etc), and there is no limitation on total miles travelled.
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- Do I have to go to the office to pick up and drop off a key each time I use a car?
No. Our security system allows you to access and drive the entire fleet as needed -- without ever having to stand in line, sign paperwork, or get a "hard sell" at a rental counter.
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- Can I pick up a car from one place, and drop it at another?
No - reservations are for round-trip use only. You are billed from the time you pick up the car until it is returned to its designated parking space.
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- How do I find a CityWheels car?
We have two cars in Oberlin and two cars in University Circle. We're working to expand to locations in downtown Cleveland, Lakewood and elsewhere in northeast Ohio and will provide up-to-date car location maps as we grow. You can always access vehicle information at our locations page.
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- How are car locations determined?
CityWheels chooses vehicle locations based on partnership with sponsoring organizations, transit access and new member interest. We're committed to expanding our fleet to serve customer demand, so if you know about a potential hotbed of car-sharing interest, please email us at Fleet@MyCityWheels.com.
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- What kind of vehicles are in the fleet?
CityWheels has two models available to date: the Toyota Prius sedan and the Scion xB wagon. They are 2006 models, and highly fuel-efficient. You can learn more about the fleet on our Wheels pages. As we grow, we'll add new models - if you have suggestions please email them to Fleet@MyCityWheels.com.
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- Automatic or stick-shift?
All CityWheels cars are automatic.
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- Do I have to fill the gas tank after every use?
No. Members are responsible for ensuring the tank is at least one-quarter full for the next user. If the gas level goes below a quarter-tank, the member fills the tank using our fleet gas card in the car.
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- How do I use the gas card?
The gas card is located in the passenger side visor organizer. Please alert CityWheels immediately if the card is missing. Drive into any major gas station and use it like a credit card. Your authorizing number is your four-digit member ID number. You must also enter the vehicle's odometer reading. Please note that the card is blocked for purchases of all non-automotive products. If for any reason you cannot use the gas card in the car, please pay for the gas and provide your receipt to CityWheels for reimbursement on your next billing statement.
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- Who pays for tolls?
You are responsible for all tolls incurred while you are driving the car.
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- What about parking?
You are responsible for all parking fees incurred while you are driving the car. The reserved parking spot for your CityWheels car is always free, but you may not park the car in a CityWheels spot that is not reserved for that particular car. If there is already a vehicle parked in the home spot when you go to return your CityWheels car, please call us immediately.
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- How do I get into a CityWheels car?
Members have 24-hour "self-serve" access to our vehicles. Once you have made a reservation, you'll gain access to the car with your personal electronic key and be driving in an instant.
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- Do I have to worry about locking the cars?
Yes; it is extremely important that you always lock the car using your personal electronic key. Please double-check that the doors are locked before you leave the vehicle.
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- Can someone who is not a member drive a CityWheels car?
No; our insurance will not cover them. There are serious consequences for allowing non-members to drive CityWheels cars.
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- Can someone who is a member drive a CityWheels car during another member's reservation?
Absolutely, and without limit! All costs for the reservation, however, will be billed to the member who has made the reservation.
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- How do I join?
You can start right away on our Membership page. The application only takes a few minutes, and you can be approved for membership within a few business days. You'll complete an online orientation and receive your membership materials by US mail. Once you have those, you're ready to drive!
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- Can I only reach the office during regular business hours?
If you have a general question or concern for CityWheels staff, we can be reached during normal business hours at 1-216-795-2345 (ext 3). Members can also reach us 24 hours a day at this number for emergencies (ext 1)- but please note that our on-call staff members are also living normal everyday lives - please refrain from calling in the middle of the night unless there is a real emergency. For phone reservations or extensions, you can reach the 24 hour call center at 1.888.692.9457 ($1 per call).
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- Can my partner or family members drive too?
Yes. CityWheels allows up to four household members to join on the same account. See our rates page for more information. Members of your household who are not CityWheels members may not drive CityWheels cars at any time.
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- How does the insurance work?
As a CityWheels member, you are covered by premium insurance. You do not need your own car insurance to drive any CityWheels vehicle. You are responsible for half ($500) of the $1,000 deductible if you get in an accident (unless the other person acknowledges fault). Many credit cards offer rental vehicle deductible coverage, for which the credit card will pay your deductible in case of an accident if you have used it to pay for your regular CityWheels service. It's worth checking to see if your credit card offers this rental vehicle protection.
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- What about my insurance record?
Members are considered to have been continually covered by the CityWheels policy for the purposes of getting personal auto insurance. This is an important consideration because when a car is given up for a period of time, and later there's a need to acquire another, insurance coverage is often charged a higher rate - as if one had never had car insurance.
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- What if the car breaks down?
First, please contact CityWheels by calling the Emergency line to report the situation. The problem may be something we can walk you through. If not, CityWheels vehicles are covered by a Roadside Assistance guarantee.
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- What happens if I return a car late?
Carsharing works only if members bring the car back on time. If you return the car late, you will be fined. If you want to extend your reservation, you can call the reservation line or go online and extend the reservation if the car is available. If, however, the car is already booked for a reservation immediately following yours, you must return it at the time you had planned. If you know you're going to be late, call us ASAP so we can make arrangements to minimize inconvenience for the next member. You will be responsible for any additional charges incurred by CityWheels as a result of returning the car late (including charges for taxis or rental cars for the affected members.) If there is an emergency you must call our emergency line to let us know.
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- How do we keep track of damage?
The members cross-check each other with a visual inspection before and after use, and call the CityWheels Emergency Line immediately to report damage.
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- Oops, I got a parking ticket, what do I do?
Carsharing is about sharing the costs and access to a vehicle. It is not about sharing responsibility for somebody double-parking in front of Tower City! Any parking and/or traffic violations that you incur while using a CityWheels car are your responsibility. If you fail to pay your ticket(s), we'll add it to your bill with an additional $30 per hour fee for research and processing.
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- Oops, the car got towed, what do I do?
If you will be late in returning the car, call CityWheels immediately so we can make arrangements for the next reservee. Please get the car from the appropriate lot immediately and pay the associated fine. All costs of returning the car late, as well as parking and traffic violations that are incurred while you have use of a car, are your responsibility.
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- What if I have a problem to report?
If you have a problem that cannot be solved by leaving a message on our business line or by using the member feedback link in the online members area, you can call us on our emergency line - a CityWheels representative is always on call to help you.
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- What constitutes an emergency?
An emergency includes, but is not limited to:- You've been in an accident.
- You show up for a reservation and your car is not there.
- You're running late and can't extend your reservation because someone else has reserved the car after you.
- You're locked out of the car.
- The car breaks down.
- In the event of an emergency, call the CityWheels Emergency telephone number so we can take appropriate steps, such as sending roadside assistance or calling a cab for you.
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- How are the cars maintained?
CityWheels adheres to a schedule of regular maintenance and inspections to be sure the cars are in good working order. If you notice a problem with the car, please let us know. If there is an urgent problem and you take it to a mechanic (or if you replace oil, wiper fluid, etc.), save the receipt and present it to CityWheels - we will reimburse you for the cost of any necessary repairs. (Please call our emergency line first before authorizing charges above $25.00)
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- Do I have to clean the cars?
That depends on what you've done with the car. The cars will be cleaned on a regular basis by CityWheels, but if you've made a mess, you'll have to clean it. CityWheels will provide a $10 credit to take it to a car wash, if you feel it is required for everyone's sake!
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- Can I use a car for work-related tasks?
Yes, some members will use a car strictly for work-related tasks, in which case the CityWheels invoice represents a business expense. Our itemized bill allows you to bill clients accurately for transportation expenses if desired. People who are self-employed, or service firms (architects, engineers, accountants etc.) will find this service a good way to reduce overhead costs.
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- Can my company join CityWheels?
Absolutely. Fill out an application for a Group Membership.
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- Can I smoke in the car?
No! There is a $500 penalty for smoking in a CityWheels car.
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- What if I leave something in a CityWheels car?
You have a 15-minute grace period to retrieve something you've forgotten at the end of your reservation, without adding any additional cost. After 15 minutes, you have to make another reservation to get access to the car to retrieve any missing items - so make sure you clean out the car well at the end of your reservation!
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- What if I find something in a CityWheels car?
If you find something in a CityWheels car that belongs to another user, please lock it in the glove box or trunk and let CityWheels know as soon as possible.
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- Can baby seats be used in the cars?
Yes, but you will have to bring your own. Children must use car seats appropriate to their age and size. Some models can be easier to get in and out of vehicles than others; you can find information on different models at Consumer Reports or Epinions.com to find a car seat that will meet your needs. If anchors are required for baby seat use, please contact us about installation in our vehicles. All CityWheels cars have airbags, so children under 12 must be in the back seat at all times.
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- Can I bring my pet in a car?
You may bring a pet under the following conditions: All cars must be treated with respect and there should never be any sign of your pet when your trip is finished. Use a pet carrier, dog blanket, etc., and vacuum as necessary.
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Learn more about how CityWheels works:
How it Works See how CityWheels gives you the freedom to Get In & Go!
Sharing vs Owning See how much of a difference car-sharing makes.
Reasons to Join Even more reasons why CityWheels is for you.
How it Works See how CityWheels gives you the freedom to Get In & Go!
Sharing vs Owning See how much of a difference car-sharing makes.
Reasons to Join Even more reasons why CityWheels is for you.
