Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/22/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lime displayed free under 30 minutes under the barcode when you open up the scanner and it tells you how much youll be charged then theywill go to charge almost 5 dollars. I thought it was a glitch. It kept displaying free. Im in a program where my rise is supposed to free roughly 8hrs later I have a doctor appointment that is a long walk but on a scooter four minutes from the bus line I login again because it says free they charge me again. I get out of the doctors appointment. The temperature is hotteroutside I debate if I wanna walk I delete the catch in the data on the app to make sure because I hadnt tried yet their app glitched and did something weird opened up my account and it said Hi, Deletedfirst and blanks instead of my info I have screenshots, then all the sudden my info pops in the account. The barcode had no price during that glitch. It went back to free under 30 minutes. I login go straight to the bus line jump off. It charges me again. I had $20 to my name via birthday gift for toilet paper/ toothpaste/necessities. If I knew I was being charged I wouldve never chose to give it all to LIME I dont have the luxury. ************** does not go to Lime. I wouldve walked like Ive walked my entire life when I have no choice! so Lime tells me its MY FAULT I shouldve known somehow that the 30 minutes Free signage was WRONG despite before this situation, it was always right! (timer, etc. is fraudulent) they said they recently changed from 10 free rides to 5 now its down to 3, which is *****/EVIL and they sent an email out and I shouldve known! Who tweaks over random emails? That are most likely spam/ads. It still doesnt make it legal for Lime to display something as free and then charge for it! literally for them to go into my account and take my money is THEFT! LIMESs software doesnt reflect their NEW RANDOM, SUDDEN stipulations and its my financial burden? That price page should always be accurate and trustworthy. Its not the customers fault.

  Business Response

  Date: 04/24/2025

  Hi *****,
  
  Thank you for reaching out regarding the changes to Lime Access in ******. I completely understand that this adjustment may come as a surprise.
  
  We know this is different from how the program worked before, and I want to assure you that this change wasnt made lightly. The decision to reduce the rides from unlimited rides to 3 free 30-minute rides per day is necessary to help ensure the long-term sustainability of the Lime Access program and to continue offering these benefits to our riders. This small adjustment will allow us to keep the program running smoothly and ensure that we can continue providing free rides in this way for those who rely on it.
  
  We really appreciate your support and understanding as we work to make the program more sustainable, and we hope youll continue to enjoy using Lime Access. 
  If you have any other questions or concerns, please dont hesitate to reach out.
  
  Thanks for being part of the Lime community.

• Initial Complaint

  Date:04/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hope you’re doing well. I am reaching out to request assistance with a **refund of $43.00** due to an issue with my **Lime Access Pass**. I was approved for the program through my **government assistance**, and according to its terms, I should receive **five free 30-minute rides per day**. However, I have been charged a **subsidized fee**, which does not align with the program’s stated benefits. I kindly request a review of my account to ensure the **correct pricing** is applied moving forward and to process a refund for the incorrect charges. Please let me know the next steps and if any further information is needed to resolve this issue. Thank you for your time and support—I look forward to your response.

  Business Response

  Date: 04/22/2025

  Dear Chanta 
  
  I hope you’re doing well. I wanted to inform you that, effective December 10, 2023, the Lime Access benefit for Seattle has been updated to $0.75 to unlock, $0.01 per minute, with no minimum charge. Rest assured that you have been charged based on the offers available when you were approved on September 13, 2024.
  
  Please let us know if you have any questions or need further assistance regarding this update.
  
  Best regards

• Initial Complaint

  Date:04/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date (s) of transaction 3-28 8:09am Currency charged in USD ***** Payment Type (credit or debit) debit Brand of *********** **********, etc.) ****** First 6 digits of the Card ****** Last 4 Digits of the Card 7508 Exp. Date 09/28 Email Address (if ******* ****************************** Screenshot of bank statement showing the charge deducted from the account. I been waiting 2 weeks they keep saying call my bank but I'm not they business took my ***** and I want it back the bank didn't have nun to do with it

  Business Response

  Date: 04/08/2025

  Hello Adreian,
   
  Thanks for reaching out regarding this charge.
  
  I reviewed your account associated with the email *************************************** and could not locate the charge for USD *****. I was able to pull up another 11 accounts associated with either your device or payment method, but none of them have any recent activity.
  
  There is an existing ticket regarding this issue that has been escalated to our internal team for further investigation.
  
  Meanwhile, we would appreciate it if you could send us a screenshot of the email address or phone number you used to sign up. You can find this information in the 'Settings' tab of your app.
  
  Thank you for your patience and understanding while we work on resolving your issue.

• Initial Complaint

  Date:04/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It was my first time using lime. I scanned the scooter, it went 20 feet and died. I got off and walked then later I got a $49.19 charge to my card, on top of the initial $5 charge.

  Business Response

  Date: 04/07/2025

  Hi Robert,
  
  Thanks for reaching out! I'm happy to help with your questions about the charges on your account.
  
  After reviewing your account, I see that a refund of $47.03 was issued on April 5, 2025. Since this refund was processed the same day as the charge, you won’t see a separate refund appear on your bank statement. Instead, this refund will reduce the final amount you are charged. You may still see the original charge as pending depending on your bank. Each bank is a little different, but in most cases pending charges settle or drop off within a few business days. The final amount posted will reflect any refund processed.
  
  Additionally, a payment pre-authorization of $5 was placed for a ride you took on April 5, 2025. Lime may place temporary holds on your payment method to ensure there are sufficient funds available to cover the cost of your ride.
  
  This payment pre-authorization will appear as a pending charge on your statement, but it doesn't indicate an actual charge. The final amount will only be processed once your ride ends, and you will only be charged for the cost of your ride.
  
  Check out our Help Center article to learn more about how payment pre-authorizations work.
  
  Thank you,

• Initial Complaint

  Date:01/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was part of the lime Access program till they canceled me Dec 1, 2024 without warning. I have contacted them numerous times to only be told the cancelation is permanent due to several violations. Lime claims they sent warnings but I ne er received any. I've asked for proof to no avail.

  Business Response

  Date: 01/27/2025

  Hello,

  This is mentioned in our terms of service prior to signing up. The app itself tells the customer and gives you in app warnings about not ending their ride correctly, whether it be parking in a no parking zone or not taking a proper picture. Furthermore we do not suspend accounts for one off instances. These cases are specifically for those with a high number of violations.

  Thank you

  Customer Answer

  Date: 01/27/2025

  
  Complaint: ********
  
  I am rejecting this response because: i have received no warnings or violations.  All my trip receipts are like the attached example and reflect no violation.  I kindly ask for my access account to be reinstated.
  
  Sincerely,
  
  Mandie M******

  Business Response

  Date: 01/28/2025

  Hi Mandi,
  
  Thank you for reaching out regarding an issue you had accessing your Lime Access account.
  
  Our terms of service state that we are not required to send email warnings. The app informs the user and provides in-app warnings about incorrectly ending their trip, such as parking in a no-parking zone or failing to take a suitable photo. Furthermore, we do not suspend accounts for single incidents. These cases are intended for people with a high number of offenses.
  
  Regards,

  Customer Answer

  Date: 01/31/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  I understand and fully accept the terms and conditions.  I would like to request a good faith account reinstatement that will follow with full compliance. 

  Thabk you for your consideration. 

  Sincerely,
  
  Mandie M******

  Business Response

  Date: 01/31/2025

  Hi Mandi,
  
  Thank you for reaching out regarding an issue you had accessing your Lime Access account.
  
  Our terms of service state that we are not required to send email warnings. The app informs the user and provides in-app warnings about incorrectly ending their trip, such as parking in a no-parking zone or failing to take a suitable photo. Furthermore, we do not suspend accounts for single incidents. These cases are intended for people with a high number of offenses.
  
  Regards

  Customer Answer

  Date: 02/03/2025

  
  Complaint: ********
  
  I am rejecting this response because: that was not a response to my previous request. 

  
  Sincerely,
  
  Mandie M******

• Initial Complaint

  Date:12/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My company has partnered with Lime since the scooters have hit the streets in **********, **** around 2018. Lime signed a contract to partner with us. We received an email stating they was terminating our contract on 11-14-24 before our contract ended on the 14th **** the regional manager out of *********, Ohio shut all services off to us on 11-1-24. We still have no explanation from Deli or Lime corporate office as to why our contract ended. Our business is in compliance with state and federal laws including *****. Lime continues to sign contracts with other companies that are not in compliance with state and federal laws including ***** for commercial vehicles. We need a response on why our contract was ended with out warning or just cause. Our lawyer recommended moving this further in court as a class action suit. We are trying to resolve this issue before taking that route. Deli and Lime has cost our company thousands of dollars in deposits on leases by causing us to back out of leases we was in the process of signing for charging cabinets in the ********** and Lansing markets. We need a response back from corporate management. Not regional or a customer service representative.

  Business Response

  Date: 12/12/2024

  Someone from the legal department should be following up with you shortly.

  Customer Answer

  Date: 12/15/2024

   
  Complaint: 22642664
  
  I am rejecting this response because:

  This is the same song and dance we get from them every single time we try to get a response from them.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 12/16/2024

  Hi ***** - it looks like the legal team is already reviewing the request.  If you'd like a response from someone outside of the customer support department, it's best to follow up with your contacts at the company and not through this channel.

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22642664
  
  I am rejecting this response because:

  This is the same song and dance we get everytime. We have tried contacting regional managers on this. Lime is being very unprofessional beating around the **** and not giving straight answers.  We would like a response from a corporate manager we are tired of excuses. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:11/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I formally demand the reinstatement of my Lime Access account. As a participant in the Lime Access program designed for ********** individuals, I have experienced consistent and unfair treatment regarding account suspensions, particularly in relation to the rule enforcing proper termination of rides by submitting a photo to verify parking ************* has come to my attention that numerous ********** customers have faced account suspensions for these violations, while full-price customers have not received similar punitive actions for equivalent infractions. This disparity hints at potential economic discrimination, where ********** users are unfairly penalized compared to their full-price counterparts.Discrimination Against ********** Customers: The unequal enforcement of ********************* rules creates a hostile environment for ********** users, suggesting systemic economic discrimination. All customers should be held to the same standards, and the failure to do so undermines the integrity of the Lime Access program.Unconscionability: The terms governing account suspensions may be deemed unconscionable, particularly if they disproportionately affect users in the Lime Access program. The arbitration clause, if applicable, could also be challenged based on a lack of mutual obligations and the failure to create a fair playing field.Public Policy Violations: Your actions in suspending ********** users disproportionately could be seen as a violation of public policy aimed at promoting equitable access to services. Economic discrimination undermines the purpose of programs intended to assist those in need.Documentation and Communication: I have maintained thorough records of my rides and compliance with the termination rules. The repeated suspensions, especially when not consistently applied to all users, warrant reassessment of my account status.Demand for Reinstatement: Given the aforementioned points, I expect the immediate reinstatement of my account.

  Business Response

  Date: 11/04/2024

  Hi ******,
  
  Thank you for reaching out to us regarding your Lime Access account.
  
  After reviewing your account, I can confirm that your Lime Access account has been suspended due to improper termination. Your last Lime ride was not properly ended in the app.
  
  Please note a warning email regarding the first violation was sent notifying you that further violations may result in an account suspension. As this is a repeat violation, your Lime Access account has been suspended.
  
  If you feel that this decision was made in error or you would like to appeal, please contact ************************.
  
  Please feel free to reach out to us if you have any additional questions or concerns.
  
  Thank you,

• Initial Complaint

  Date:10/31/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged $3.91 from Neutron Holdings, *** aka Lime for the use of the scooter. The scooter ride should have ended at 09:35 AM. It didn't. I also didn't authorize Lime to charge my ****** Business account $3.91. I am concerned about how these charges became attached to my ****** Business account.

  Business Response

  Date: 11/04/2024

  Hi ****,
  
  Thanks for reaching out to ask about the charge for your trip on 10/31/24.
  
  After reviewing your account, I see that the scooter remained inactive from 9:35am to 9:54am, resulting in a $3.91 fee for exceeding the free 30-minute ride limit.
  
  As one time-courtesy, Ive refunded you $3.91 for the time after the scooter went idle. Please allow 7-10 business days for your financial institution to process the refund.
  
  For more information about your rides and charges, you can see your history in the app under History. When you click into a ride and on Detailed receipt, you'll see a full breakdown of the charges.
  
  Please do not hesitate to reply to this email for further assistance.
  
  Thank you,

• Initial Complaint

  Date:09/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My experience is consistent with other non-users of their service. Residents who are negatively impacted by their abandoned scooters. For several days, an abandoned scooter was left on the side of a residential road, creating a hazard/liability and trespassing issue. They clearly had no intent of picking it up so I have contacted them numerous times to remove it. It's dangerous and created a hazard for oncoming traffic. They continue to say we will address "my request asap." They have given no date for removal. This is not a request. They need to take ownership of their property and remove it. No accountability whatsoever or consideration of their problem and impact on others. If they can't take accountability, they should not be in business. I am still awaiting a response for a commitment for them to address the problem and resolve. No other choice but to report them. And this is clearly an ongoing issue and gap for them.

  Business Response

  Date: 09/26/2024

  Hi Stephanie, 
  
  I understand that you still have concerns regarding the improperly parked Lime vehicle. We appreciate you bringing this to our attention.
  
  I have escalated your concern to the local operations management team in your area to dispatch a specialist to attend to this vehicle.
  
  Those riders who were identified violating the parking guidelines set by Lime are dealt with by being fined up to being banned from using the service.
  
  I apologize for the inconvenience it caused.

  Customer Answer

  Date: 09/26/2024

  
  Complaint: ********
  
  I am rejecting this response because: this is the same response that the company has given me since Monday. They have yet to resolve the issue and have not indicated a date nor time commitment for removal. This has been going on for days with the same result - empty promises and no action. When will the scooter be removed? More of the same from this company. Delay tactics. Resolve it.

  The scooter is a liability/hazard/nuisance and neither my neighborhood nor my property are designated storage or drop off locations. Remove the bike. There is no grace period for continued storage.

  
  Sincerely,
  
  Stephanie H*****

  Business Response

  Date: 09/26/2024

  Hello!  I just confirmed from our team that someone was dispatched to pick up the vehicle on their route today.  This issue should be resolved shortly.

• Initial Complaint

  Date:09/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have contacted Lime several times this week, requesting that they remove their scooter off my property, it is sitting in my driveway. This is unacceptable as my private property is not their personal parking space.

  Business Response

  Date: 09/20/2024

  Hi *******,
  
  Thanks for reaching out and taking the time to tell us that a Lime vehicle may be incorrectly parked. It's important to us that riders follow proper parking guidelines, so we appreciate the notice.
  
  I have notified the local operations team in your area to dispatch a specialist to attend to this vehicle. Rest assured, someone from our team will be there as soon as possible to address your concern.
  
  Again, thank you for reporting this matter to us. If you have any other questions or concerns, please don't hesitate to reply to this email.
  
  Thank you,