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:09/12/2024

  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.

  I purchased a 60 minute pass and then a group pass, the 15$ was suppose to refunded per scooter but in the end they charged me almost 40$ per scooter, did NOT comp me my 60 minutes I paid for then tried to charge me another 79 and some change. All this for 22 miles. I submitted a request to them and was told sorry that's it no refund nothing. Trying to dispute the charges with my bank and they are getting the run around as well from lime. I want my money back.

  Business Response

  Date: 09/17/2024

  Hi Christopher, 
  
  Thanks for reaching out to see if you could use Ride Passes on a Group Ride. 
  
  If you've purchased a pass, you can use it to apply to the Group Ride host's ride time. We currently do not support using minutes on a pass to cover your Group Ride guest(s).
  
  I was not able to pull any account using your email and phone number. Could you send us a screenshot of the email address or phone number you used to sign up? You can find this in the "Settings" tab of your app. 
  
  Once we have this information, we’ll look into resolving your request right away.

• Initial Complaint

  Date:08/13/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Had tried to purchase a ride on August 3, 2024 for a group ride. Multiple issues with the app as well as trying to unlock the scooter (it had started charging per minute after it said it was unlocked but it was not had to sign in and out and pay extra charges to do so and also had to wait until that ******* was unlocked to do the group ride) so extra time was spent on this. Tried purchasing a Ride Pass but it did not allow me to it was only after calling that they told me that this can only be done as a single rider and not as a group but nowhere in the app or website does it say so. Asked for them to apply to the single ride they said that they could not because they could not see on their end that I tried although I did. I advised that their app had a lot of issues, but they said they dont see that. I thought I was the only one having the problem until I read this BBB reports. They refused to escalate me to a supervisor. Gave me different information such as well you should have responded to us within 10 days (it has been) to oh, within 8 business days (I had emailed them within that time period but no one responded back to my concerns), to if you had contacted us the same day we would have given you a full refund (I emailed them less than 24 hours after the incident) Very difficult company to resolve any issue. They suggested the second step was not to speak with a supervisor but instead to call my credit card company to dispute the charges I said thats not right I want to pay for the services, I just dont want to be overcharged for them but they said that was the only thing they could offer. Also one of the scooters was not strong enough to go uphill, which also took extra time with us having to walk it up.

  Business Response

  Date: 08/15/2024

  Hi Kit,
  
  I understand you had issues purchasing a Ride Pass that you planned to use on your Group Ride. This is not the experience we want to provide especially with you being one of our newest riders.

  As a courtesy, I have fully refunded the total cost of your Group Ride amounting to $36.08. Please allow 7-10 business days for your bank to process this refund.
  In the future, you can check out the available Ride Pass offers for you in the side menu of the app before starting your trip.
  Were looking forward to your next ride. Welcome to Lime and have a great day!

  Customer Answer

  Date: 08/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:08/01/2024

  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.

  This is over a span of 3 years .lime has a program called access program geared towards ppl with low income.so there's only two states that offer free unlimited rides for its participants needless to say over the last two months lime has taken over 700 dollars from my acct and when they so call correct themselves they take your cash then when they right their wrongs they take your cash and refund you lime cash for real cash well they have done the damage because they've caused me not getting my medication were all on government asst programs how does free turn into 700 dollarsthat I needed while also leaving me stranded there's over 80 ppl in my building alone who has been affected by this world class scam for government dollars.

  Business Response

  Date: 08/05/2024

  Hi Keisha,
  
  I understand that you were charged over $700 for your rides in the past 2 months despite being a Lime Access member and refunds were put to Lime cash instead of your payment method.
  
  I saw that you were charged a total of $247.94 for the rides that are under 30 mins. Other charges are for the rides that exceed the free 30 mins rides. Please be advised that rides that exceed 30 minutes get charged a prorated per minute rate.
  
  I've processed a refund of $147.96 for the remaining charges that were not credited to your Lime Access rate plan. It may take 7-10 business days for processing. 
  
  Moreover, refunds may appear credited to your Lime cash to settle the negative balance as the payment for these trips failed.
  
  As I am not able to see a total of $700 charge on your rides, can you send a screenshot of your bank statement as proof of payments taken from the account?
  
  Hope this clarifies everything. Have a great day!

• Initial Complaint

  Date:07/31/2024

  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.

  Lime is unfairly suspending accounts of low income ********************** access participants for non existent, manufactured violations of policy. My vague, & arbitrary reason for suspension in my case, is for, failure to properly terminate rides. I was stripped of my lime rides, with no warning, or chance at compromise, or even told that it was possible, to terminate your ride improperly within the ************* itself. Inandofitself, the program terminates the rides for you as well, and there are no parameters anyone is made privy to, of how one improperly or properly terminates the lime access rides. It's hogwash. And its widespead use, points to it being a well versed, go to, for all lime infractions, real or fantasy. When a rider is finished with a ride, they can terminate the ride on the app. If they don't, after a few moments of no activity the app automatically terminates the ride. Now, all of a sudden forgetting to end ur ride results in account suspension, despite the fact that the app terminates automatically. There is no loss to lime here. Clearly they are seeking ways to terminate discounted rider accounts. Its unfair. I'm demanding immediate reinstatement. & I want this stricken from the record, as it seems that after 3 of these infractions, my lime access account could be terminated permanently. But I bet u know how 2 terminate accounts as opposed 2 us knowing how 2 terminate rides. ( as they terminate themselves ) Whereas, lime access accounts, don't terminate themselves, u do. Also, not only does lime not alert you to when, it occurs, it does not refer to a specific ride, either. How is this even possible that this is happening or has been allowed to continue? And the most enraging thing of all? Because there is no date attached to the infraction(s), I'm to deduce that the decision dated on July 29th, when I received the email from lime was on a day, I did not ride a single lime ride for 24 hours. So did I incur the infractions on a day that I didn't ride at all?

  Business Response

  Date: 08/02/2024

  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 trip 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:07/23/2024

  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.

  This company charged my card over $300 after I bought a pass for minutes.

  Business Response

  Date: 07/23/2024

  Hi Brooklyn,
  
  Thanks for reaching out.  We wanted to inform you that discounts on Ride Pass and Lime Prime rides apply only to the person who purchased the pass. Group rides do not share the benefits of the pass. Please note that Guest riders do not receive any pass or membership benefits and will be charged based on the regular Rate Plan.
  
  As a one-time courtesy, we have already refunded you a total of $90.38. Please allow 7-10 business days for your financial institution to process the refund.
  
  As always do not hesitate to reach out to us if you need further assistance.

• Initial Complaint

  Date:07/12/2024

  Type:Sales and Advertising 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 Scooter had a advertisement for $13.99 for two hours. I had a group ride for 2 scooters paid the unlock fee of $5 and also only used the scooters for 36 min and was charged $85.94. Not sure where these figures came from but I would like a refund. There is a issue to stop the ride so they can continue to charge however this is false advertising and very misleading. The app tells you they charge a higher fee however the charges will fall off in 10 bus days. Well its well over and Im still being charged this amount . A uber ride for 36 min would have been cheaper. I did send a email to the company as well however, this still needs to be documented as well. Not very happy about this at all.

  Business Response

  Date: 07/18/2024

  Hi *********,
  
  Thanks for reaching out. 
  
  I'm sorry to hear you experienced problems with a promotion not working and additional charges on your account.
  
  The advertisement for $13.99 per hour, this may be our Ride Pass subscription. Riders can purchase bundles of minutes or rides at a 40-60% discount off usual pricing, which includes limitless unlocks. The pricing and structure of Ride Passes vary by area, but in most markets, we provide three tiers: 60, 120, and 240 minutes that expire after 3, 5, and 7 days. Passes can only be used in the city they were purchased in. You can take advantage of this promotion by going to the Lime app's menu and then selecting the Ride pass option.
  
  With regards to the $85.94 charge, it was from your group ride on June 30, 2024, wherein you booked 2 Lime scooters. The service rate indicated on these trips was $1 to unlock, $0.44 per 1min. You have used the service for 92 minutes hence, youve been charged for a total of $85.94.
  
  Moreover, about the $5, you may see a pre-authorization hold on your card when you start a ride. This will show up as a pending charge on your bank statement. This hold ensures there are enough funds available to pay for your ride. We release this temporary authorization hold immediately after your ride ends and post a refund within ***************************************************************************** the removal of a pending charge.
  
  I dont see any subscription or promotion on your account. Can you please share the promotion code or communication from Lime that explains the type of promotion you are trying to use? Once we have this information, well look into resolving your request right away. 
  
  Thank you,

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 21981891
  
  I am rejecting this response because: I have reported their practices to the *** as well. I got the scooters based on a advertisement and also I never received a itemized bill of inflated charges. My bill states that we only used the scooters for 36 min and 15 miles and now there is a charge of $85. That still does not add up to $85.. I will never use this services again due the time spent trying to rectify this situation with all the automated responses. I will be posting this on all my social media platforms to ensure people are aware.  They claim taxes and fees and provide a receipt with none of that. I have disputed the charges with the ******************* and was told via email someone would be reaching out and it has been a week and of course no response but this one here because of course they want to ensure they stay in good faith. I would like these charges reversed immediately to account for the pricing that was advertised. 
  
  Sincerely,
  
  **********************

  Business Response

  Date: 07/19/2024

  Hello again!

  Would you be so kind as to provide screenshots of the statement you were provided, or screenshots of the trip you are seeing on your end.  We can happily make adjustments if there is an error indicated on your end.

  Thank you!

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 21981891
  
  I am rejecting this response because: As stated before there is no error on my end. You are overcharging consumers who do not challenge the charges. Your inflating charges for scooters that only last a hour. Then you continuously charged after I stopped the ride. So please reverse these charges. This was suppose to be a fun experience that has turned into a complete nightmare.
  
  Sincerely,
  
  **********************

• Initial Complaint

  Date:07/11/2024

  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 put the destination to use a Lime Scooter into Uber and it said it would be $5-$8. It never told me that it was an unauthorized zone I was trying to get to, and I ended up being charged $22 and hand to walk 24 minutes out of my way in the wrong direction to even find a place to park.

  Business Response

  Date: 07/12/2024

  Hi *******,
  
  Thanks for reaching out.
  
  I understand that you have recently reached out to us regarding this refund request. Upon review, a partial refund of $16.97 has been processed. Please allow 7-10 business days for your financial institution to process the refund.
  
  Feel free to reach out if you have any further concerns. Have a great day!

• Initial Complaint

  Date:07/10/2024

  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.

  Lime Trips is charging my credit card. It's fraud. I've never rented a Lime bike. These rides are being charged on a stolen credit card. I'm unable to stop them from hitting my card or finding out who is making the charges. They referred me to my credit card company and my credit card company asked me to reach out to Lime. I need someone from Lime to stop all charges moving forward and connect with the police investigator to get this handled.

  Business Response

  Date: 07/12/2024

  Hello,

  We've escalated your case to the team that can handle the situation.  You should receive a response to your email provided.

  Best

• Initial Complaint

  Date:07/09/2024

  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.

  Lime scooter had a thing called a ride pass. one tier is 12.99 plus tax for 60 minuets. With 10 minuets left, Lime wont let you use the time you payed for unless you pay them a additional 16.00. So the time i payed for i cant use and got stuck some where and had to walk home.

  Business Response

  Date: 07/10/2024

  Hi Michael,
  
  Thank you for getting in touch about the issue you encountered when trying to start a ride.  Upon reviewing your account, it appears that your ride didn't start due to a payment pre-authorization failure. When starting a ride, Lime may place temporary holds like this on your payment method to ensure there are enough funds available to cover the cost of your ride in case we went over the remaining 10mins on your Ride pass.
  
  As a courtesy, I have refunded the entire $12.99 for the inconvenience. Please allow 7-10 business day for your financial institution to process the refund.
  
  As a general note, payment pre-authorizations can fail for several reasons:
  - Your bank is blocking the attempt due to a setting on your account
  - Your payment method doesn't have enough funds available
  - Your bank requires confirmation of the attempt through a push notification or online system
  
  We recommend checking your payment method to see if any of the following reasons apply. If you still can't start a ride after doing so, reach out to your bank for assistance or try a different card.
  
  Thank you

• Initial Complaint

  Date:07/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 signed up for the Lime Access program and was approved the same day via text and email. Both text and email stated that I was approved. I created an account through the Lime App, just to give me NOTHING but problems. My account wasn't indicating any info about the Lime Access program and when I called Limes customer service number, I was told there is no account with my email or phone number. This was highly frustrating since I was looking clearly at the Lime App with all my info. Customer service was no help at all, such a disservice with your company. I emailed support with all proof that shows being approved and I have heard nothing back. When I tried to enter my phone number that I used when applying for the Lime Access program on Limes app it kept showing that my number couldn't be used. Which is weird because I just got this phone and cell number 2 weeks ago so I'm assuming it's a recycled phone number and someone else used it for your Lime app. I do have another cellphone number that I ended up using for the Lime App and it works. However I am still not satisfied with the way your company handles business because I still have not heard from your escalations dept regarding my matter and providing me with use of the Lime Access program. This is highly upsetting and I would appreciate if Limes customer service/support/escalations Dept. do better than they have. Your company has been NO help at all, you've approved me for the Lime Access program just to NOT show up in your database and I will NOT stand for misinformation anymore from you guys. FIX IT ! I do not understand why you would send out approved statements and then not log into the system. What sense does it make? NONE. Customer service is a joke, you guys give me nothing but the run around and I'm tired of it. Just fix it and please get it over with.