Bike Board folks, I've requested that Drew place an item on tomorrow night's agenda to discuss how I (we) should respond to BB&T regarding their practice to not serve cyclists in their drive-thru. If you'd like to contribute to this discussion, please read the email chain below. See you tomorrow night!
~Derek
---------- Forwarded message ---------- From: Holdsworth, Angela AHoldsworth@bbandt.com Date: Fri, Jun 24, 2016 at 10:41 AM Subject: RE: Drive-thru policy for cyclists... To: Derek Springston dspringston@gmail.com Cc: "Whipkey, Lydia" LWhipkey@bbandt.com
Good Morning Derek,
In Lydia’s absence today, I wanted follow up with you in regards to your concern about BB&T restricting Drive Thru use for motor vehicles.
Lydia consulted our Security team and while we do not have a written policy to share, it has been the practice of BB&T to prohibit transacting business with clients not in/on a motorized vehicle. This is strictly for the safety of both our clients and our associates.
While the State of WV has guidelines about bicycles on public roads, BB&T Drive Thrus are private property, and therefore, are subject to these procedures due to safety concerns. This would include individuals on foot as well.
We certainly appreciate your business and value your loyalty to BB&T.
Have a great weekend!
Angela Holdsworth
BB&T Vice President
Market Leader VI
Morgantown Main/Morgantown Mall
Morgantown, WV 26505
P: (304) 285-5640
F: (304) 285-2327
NMLS# 431326
*From:* Derek Springston [mailto:dspringston@gmail.com] *Sent:* Tuesday, June 21, 2016 10:08 AM *To:* Holdsworth, Angela *Cc:* Whipkey, Lydia *Subject:* Re: Drive-thru policy for cyclists...
Angela and Lydia,
I hope you're both having a good day! Have you made any progress on locating where in BB&T policy it states that I can't be served as a cyclist in the drive-thru? I believe I've communicated with at least four BB&T employees and have perhaps an additional one or two more that are supposed to be looking into this, and so far no one has been able to show me where in BB&T policy it says I can't be served. When would you expect to be able to get back with me with the policy or where I can find the policy that excludes me?
Again, thanks for your time and have a nice day!
~C. Derek Springston Cyclist and Morgantown Bike Board Member
On Thu, Jun 16, 2016 at 11:47 AM, Holdsworth, Angela AHoldsworth@bbandt.com wrote:
Hi Derek,
I did get your voicemail, and certainly understand your concern.
That policy has been in place to protect the safety of our clients based on our insurance requirements, but I have passed along your concern to my Operations Manager who is seeking out more information and will respond to you directly.
Thank you for your business !
Angela Holdsworth
BB&T Vice President
Market Leader VI
Morgantown Main/Morgantown Mall
Morgantown, WV 26505
P: (304) 285-5640
F: (304) 285-2327
NMLS# 431326
*From:* Derek Springston [mailto:dspringston@gmail.com] *Sent:* Thursday, June 16, 2016 11:33 AM *To:* Holdsworth, Angela *Subject:* Drive-thru policy for cyclists...
Angela,
I hope this finds you well today!
Yesterday, around 5pm, I rode my bicycle up to the drive-thru window at the Spruce Street location, as I've done dozens of times since I became a BB&T customer in approximately 1998 or 1999. The teller was pleasant enough to go ahead and make the deposit, but she told me that BB&T isn't really supposed to serve me on a bicycle. I asked her why they couldn't serve me in the future, and she stated that BB&T had safety concerns, and that the drive-thru was reserved for vehicles. She then pointed to a sign that was posted to the window essentially stating the same thing. I debated with her a bit on the fact that I view my bike as a vehicle. I didn't bring this up while there, but according to WV state code 17C-11-2 and Morgantown 373.02 say bicyclists have the same rights and duties as drivers of vehicles.
I also asked her if she could show me where in BB&T policy it states that I can't be served and asked for her card so I could follow-up. She said she was out of cards, but handed me your card, to which I called and left a message yesterday around 6pm. I was polite (even though a little out of breath and winded from riding), and even told her I wasn't trying to get anyone in trouble. I just want to know what the BB&T policy said, and that I'd follow up or make a decision once I figure out what my rights are in your drive-thru.
I've ridden on roads for approximately 20-25 years and have a commuting cyclist for over 10 years and have not had one accident/collision with a vehicle or damaged any personal property as a result of cycling, despite logging likely tens of thousands of miles. I'd like to discuss some of the benefits of cycling, but I'll save that for later when we determine what your policy actually states.
I also called in to BB&T's customer service line, and they couldn't find anything in their policies that stated that I couldn't be served, but he said it's common for local branches to tell folks they have to be in vehicles (he didn't say motorized though). They've escalated my call and said they'll be looking into it further. I explained to them that I've driven my car to work once in the last month, and that my schedule makes it difficult to get to the bank when their branches are open. However, it's frequently possible and easy on my way home via bike to deposit at the drive-thru. Plus, I had $700 in cash that I hadn't been able to deposit for days due to my schedule and felt strongly about getting it in the bank.
Thanks for you time! Have a great day and look forward to hearing from you regarding my experience in the drive-thru.
Sincerely,
~C. Derek Springston
Cyclist and Morgantown Bike Board Member