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:03/05/2024

  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 Lime Access account was deactivated in November due to their error that I had an account with an overdue balance. I've only used one account with ********************, and did not owe any money on it. They told me to sign into the account, that I don't have to pay the balance and I could have my Access account back. That's impossible since I only had the one account. After having to tell them the phones I've used in the past few months as well as the probability of my friend using his account on my phone and that I'm not taking responsibility for someone else's account, they reinstated my account in December. Then again in January, every Access customer had to reapply with their new third party approval system "SheerID" which I was immediately approved for, for one ride. They had deactivated my account AGAIN. After a few customer service reps that didn't want to do their job and tell me why, I was "escalated" to another customer service rep that just wanted to do the bare minimum and told me that I was deactivated due to their being an outstanding balance on "one of my accounts."Yes, it's for the same reason that was JUST resolved. And of course I was ignored when I responded with the facts, that I had JUST RECENTLY resolved this issue back in December, and offered to do her job for her by sending the email thread proving I had already proved their error, to be wrong. Being that that customer service rep ignored her alerting me if their same error, I wrote to them again. Then again a rep said I would be escalated only to be ignored after that, no one from their "escalation team" getting back to me. I don't mean to burden them with doing more than the bare minimum and actually having to put in the effort to ACTUALLY look into it, but I assumed that was their job. I even offered to do the job for her by sending the thread of emails that was the resolution of the same issue in December and she wasn't interested. There's no one else I can contact & I still have no access account.

  Business Response

  Date: 03/06/2024

  Hi *****,

  Thanks for sharing your experience. I can understand how frustrating it is when things don't work the way you expect them to.

  I reviewed your support history, and see that our Escalations team advised that Lime Access is not tied to one of your accounts being blocked. This is correct. It looks like you have several active accounts with us, which is the primary reason Lime Access is not applied on your account. ******************** Access can only be used on one account per user. We're happy to add this equity program to your account once all duplicate accounts are deleted. I recommend reaching out to our 24/7 support team at ************* to let them know which account(s) you want to delete, and which one account you want to use. They can then work to delete the extra accounts and add Lime Access back on to your account. 

  I see our teams may have missed this extra information to help address the root cause of the issue sooner, and apologize as that's not the experience we wish to provide. 

• Initial Complaint

  Date:02/29/2024

  Type:Customer Service 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 has a discounted EBT ( food stamps, low income), discount program, of which I've completed the ENTIRE process, and got verification that the process was completed, but was simply never applied to my account with them. It's thru a third party company, I've been referred back and forth between them several times, but basically the third party has totally processed and completed everything needed, and has referred me back to lime, and I've nicely and clearly described all this, and at this point are basically refusing to implement the program they themselves have said exists, ( again I've done the ENTIRE PROCESS), above and beyond actually, and they are not only refusing to set the program to my account, but aren't even responding to my emails, calls, or any form of communication. No offer or way of resolution WHATSOEVER from them. I'm assuming it's a state compensated program, and at this point they are basically blatantly LYING about it. Because I've done the entire process, went through every hoop asked of me, and they are simply refusing to honor THEIR program and they have offered to low income people. It's very frustrating, I've attempted to contact them several times, in several different ways, and all they can say is " call the third party entity", which I have done, several times, and have been told EVERYTHING is done from their end, I should be good to go, and to call Lime and have them finalize/ activate it. As they are the ones who need to actually PUT it onto my account. Which they are flot out refusing to do, along with refusing to help me at all with it at this point. So they basically have this program they SAY they have, and are not even trying to honor it whatsoever. Very frustrating. I'd be very happy with any attempt at resolution with this matter. Money is tight for me right now, ( I have SNAP, Obviously), and I feel like I should be able to get around at the reduced rate they have promised is there. They've wasted a lot of my time with this.

  Business Response

  Date: 03/01/2024

  Hi ****,

  We're sorry to hear about this experience. I reviewed your account tied to the email address associated with this complaint and see that our Lime Access equity program has been applied to your account. 

  To make sure you receive the program benefits, I suggest logging out of the app and relogging back in using this email address. If you continue to have any issues, there may be some technical issue on the backend that will need investigated. Our 24/7 Care team can assist with making sure the issue is escalated to our Engineering team, so please reach out to them at ************* if you have further issues. 

• Initial Complaint

  Date:02/14/2024

  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 don't like posting this, But I don't know how else to get a follow up from the claims department. On September 18th I rented a scooter as I have 166 times on the same exact route. 165 rides were incident free. The 166th ride, the last one on Sept 18th 2023 resulted in injuries. The scooter malfunctioned. I was thrown into the concrete, lost 2 front teeth, and minor injuries in my hand. A person standing by saw it and helped me take photos. I immediately contacted Lime scooter, and filed a claim. There is more, but the reason I'm posting this is that I have had no communication, updates, status of my claim. I've tried several different ways to get a response, and I've received no real replies. Please provide an update on my claim. Nearly 5 months seems excessive to not have a follow up on my claim. I will admit I don't understand the process, which is another reason communication seems important to me.

  Business Response

  Date: 02/15/2024

  Hi ******,

  We deeply value our customers and are committed to providing them with prompt and attentive service. Our team is dedicated to addressing concerns and resolving issues promptly, ensuring a positive experience for all riders.  Our teams will follow up with you and will ensure all matters are handled appropriately.

  Lime

  Customer Answer

  Date: 02/15/2024

   
  Complaint: 21292208
  
  I am rejecting this response because:
  I was willing to wait, but this response is not acceptable.  It raises concerns about the real issue.
  "committed to providing them with prompt and attentive service"  I've never met anyone in my life that would consider 5 months "Prompt and Attentive"
  I want to believe Lime will do the right thing.  This remains to be seen.
  "deeply value our customers"  Umm. No response in 5 months, Doesn't really make me as a customer feel deeply valued.  Maybe it's just me.
  
  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/05/2024

  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 was informed of the low-income ride program which Lime offers to those who qualify if they meet the criteria. I was instructed to email over my photo ID- drivers license & one document of either state medical card, WIC card, EBT card, or a few other options. I chose to send over my state medical ********** card. Almost immediately I was approved for the program & received the email approval confirmation. A Lime rep reached out by email to me & instructed that I upload the Lime ******* could begin riding for free. Lime offers 5 free 30 minute rides daily to those approved for the program. I realized that same day that I was charged for the 2 rides I took. Both were under 30 minutes, I reached out to Lime through email again & waited approximately 4 hours for another rep to simply state that my phone number was not listed on the app & to add my phone ********** should be good to go. I did as instructed & tried to ride again the next day & once again was charged for both rides. I signed up on 1/2/24 & was approved that morning, today is 1/4/24 & I have a total of $55.80 in charges for 5 rides total. I have sent 8 emails to ************** all to which have not been addressed. However, when I originally first signed up & was communicating through email the morning of 1/2/24 I communicated with 3 different reps. *** that I have requested to be refunded & want answers to my questions- "I have an approval letter in writing for this low income program Lime offers, why am I being charged & why is my account not showing the program" I have received zero responses. I feel this is fraudulent & they have my sensitive info, medical ****** ********* license. I know I can't be the only person this is happening to. I have reached out & filed a dispute with my bank but Lime needs to be held responsible for false advertising especially to those who cannot afford to ride. Why offer the program then?

  Business Response

  Date: 01/05/2024

  Hi *****,

  Thanks for sharing your experience. I understand how frustrating it can be when things don't work the way you expect them to.

  We'll have someone from our Escalations team reach out to you shortly to review this situation with you and reach a resolution. They will contact you at the email address used for your account. 

• Initial Complaint

  Date:12/23/2023

  Type:Order 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 signed up for plan via SheerID for five free 30 minute rides a day per my SNAP BENEFITS (Food Stamps) ****************. The contract ends the fall of ****. Today they broke the contract by charginging a fee. The stated the switched me to a different plannvia email. No email was received.

  Business Response

  Date: 12/26/2023

  Hi ******,

  Thanks for sharing your experience.

  We believe transportation should be affordable to all and our goal is to keep Lime Access growing and reaching more riders every day. With these changes, we believe we can provide even more people with affordable access to Lime vehicles. As such, in accordance with our agreements with the city and terms we reserve the right to modify our prices.

  I'm sorry to hear that you missed the email notice sent out in November advising of this update. It's possible that it went to spam, but I'll also share this feedback with the teams. 

  As a thank you for choosing Lime, I've added a coupon to your account for a free 5 minute ride. If you have any other questions or issues, please reach out to our 24/7 Care team at *************. 

• Initial Complaint

  Date:11/20/2023

  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 Lime scooter broke down in the middle of my route. It would not allow me to stop the timer nor would it allow me to park and end the ride. The only option it prompted was to find a different location. I proceeded to push the scooter to multiple locations, some with scooters already parked, and it would not register. I'm a software engineer by trade and can safely say it was a software related issue. Lime is refusing to refund my ride fully, even though I had to get their broken down machine to a location that would finally register. I was late for an event as a result. The customer service is appalling and I would like my money back for the time I wasted getting their broken down machine to stop charging me.

  Business Response

  Date: 11/21/2023

  Hi ****,

  Thanks for sharing your experience. I can appreciate how frustrating it is when things don't work the way you expect them to.

  It's our goal to provide world class support, and upon reviewing your account we failed to do that for you. We are reviewing our policies and processes regarding this situation and we hope you'll give us another chance.

  I see that our teams processed a refund on the remaining amount from this ride earlier today. Depending on how quickly your bank processes refunds, you should see this post to your account within **** business days. 

• Initial Complaint

  Date:11/20/2023

  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.

  After jerking me around for nearly 3 weeks, on 19 November 2023, Lime finally approved me for Lime Access, a program that claims to offer free scooter rides up to 30 minutes for people on qualifying government programs such as SNAP. However, upon attempting to redeem one of these free rides, the app prompted me for payment info, and refused to unlock the scooter. Upon contacting Lime regarding this issue, they told me to put payment info on my account so they can "bill me if the ride goes over 30 minutes," to which I suggested they shut the scooter off at 30 minutes so the ride doesn't go over, but the reps on the phone wanted to do nothing but argue and insist their hands were tied. Over Email, **************** Mariscotes flat out lied to me, telling me my Lime Access application was rejected, which is not true. I have an Email from earlier in the day stating it was approved, and the app is telling me scooter rides are free up to 30 minutes.It is the BBB's official position that any offer of a "free" service requiring payment info is, by definition, a scam, and I strongly advise the BBB to enforce their official position here to the fullest extent of their authority and give Lime Access an F- grade if they fail to fix this policy that makes Lime Access a scam. Any response the business gives other than fixing this policy is in direct conflict with the BBB's own policies on scams. I trust you understand who I am, and further action will not be necessary, but I would be remiss if I did not remind you of the unfortunate *** 20/20 expos on the BBB. It would be most embarrassing if something like that were to happen again.

  Business Response

  Date: 11/21/2023

  Hi *****,

  Thanks for sharing your experience. We apologize for any confusion in your recent interactions and will be sharing your experience with our Care team. I appreciate your feedback about us cutting the vehicle off if the ride goes over the allotted minutes, however that could be a safety issue so we would prefer to allow you to continue to ride to your final destination. Since the plan in your area for Lime Access only covers the first 30 minutes, having a payment method on file helps ensure that you can ride seamlessly with us charging the incremental differences. 

  If you don't have a credit or debit card, in the US we also offer a cash option. If you would like to add funds to your account using cash, you can do so by going to web.lime.bike/limeaccess and entering your 10-digit phone number. On that site, you will be able to create a barcode for $5, which you can then take to any ********* location near you. See a list of locations here: home.*********.com/locations. You can reload your account with any increment of $5 by generating and printing out multiple barcodes.

  Customer Answer

  Date: 11/21/2023

   
  Complaint: 20893418
  
  I am rejecting this response because:

  This response is basically admitting that Lime intends to charge users for allegedly "free" rides and thus meets the BBB's own definition of a scam. I trust the BBB will redefine Lime as a scam, and that my personally delivering justice will not be necessary. They did not address my complaint. They merely explained why they refused to.

  Furthermore, I'd like to state for the record that I intend to use the free market solution of destroying Lime scooters in order to financially punish Lime for engaging in an illegal scam, and that neither Lime will the BBB nor the police will do a **** thing to stop me. And if the BBB refuses to rule this complaint against Lime and call Lime the scam that it is, I intend to deliver justice against them as well. Just because Lime chose to do evil does not mean the BBB should.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/07/2023

  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.

  So Lime has a program to help people who are in need of transportation. Its called Lime mobility, its a program that offers free scooters well i applied about to months ago and i was approved. Well the program was never applied to my lime account so that i can receive a free scooter. Ive called several times and they keep telling me to e mail the Escalation team which handles my situation. I have also made several phone calls and half the time i get told they cant help me that i need to email the Escalation team which i ave several times. The other half of the time someone tries to help me but my problem is still not resolved. i hope i explained it so you understand what im tryig to say. I ave proof of all the emails im just not sure how to upload them.

  Business Response

  Date: 11/10/2023

  Hi ******,

  Thanks for sharing your concerns. I can appreciate how frustrating it is when things don't work the way you expect them to.

  Our Lime Access program is only available on one account per person. It looks like there are other account(s) associated with your device. Perhaps you shared your phone with a friend or family member in the past? In order to have Lime Access applied to the account under the email you provided, all other linked accounts must be deleted beforehand. Please email our support team with the specific accounts to delete and they'll take care of it as soon as possible and then coordinate next steps on getting Lime Access updated on the remaining account.

  Customer Answer

  Date: 11/10/2023

   
  Complaint: 20835420
  My issue hasn't been resolved.
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/17/2023

  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 signed up for the Lime Access Program around July of this year. According to Lime this program "provides discounted rides for those who qualify." I was told I qualified, and so I expected to receive discounts on my rides with this special program. What found was no discounts at all. As a matter of fact, when a ride was completed, it would show one price crossed out, and the actual price next to it being the exact same thing. I have reached to Lime about this, and they continued to give me the same robotic response. This Lime Access program is false advertising, and I have had to pay more than expected to commute. Lime needs to be held accountable for this. My next step if I don't receive remedy for this is to take legal action.

  Business Response

  Date: 10/17/2023

  Hi *****,

  Thanks for sharing your experience. I took a look at your recent rides and see that you are properly receiving the Lime Access discount. It looks like there may be an opportunity to make our app clearer that the discounted price is applying and I'll share that with our internal teams.

  Lime Access pricing varies per market, but in your area of ***********, you receive approximately 50% off the unlock fee (usually $1) and per minute pricing. 

  Customer Answer

  Date: 10/23/2023

   
  Complaint: 20739552
  
  I am rejecting this response because:

  1. Looking at my rides, $0.23 per minute is not 50% off.

  2, I can go back to 02/2023 and see I was getting a MUCH BETTER OFFER for the promotion at $1.25 for up to 30 minutes.

  3. Your Lime app has this consistent thing it does where it takes a longer than expected time to close out a ride, causing fees to increase.

  These prices are unacceptable. 

  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/25/2023

  Hi *****,

  Thanks for your additional feedback. I have reconfirmed that the price you are paying is reflecting the Lime Access discount. Our prices - for full rate and Lime Access are subject to change. As our pricing model is proprietary, I'm unable to provide any additional insight into our pricing strategy.

  I can understand how frustrating it can be when things don't work the way you expect them to, especially as you noted when trying to end a ride. I recommend, if you haven't already, make sure you keep the app up to date with the latest version and make sure you have a strong network signal whenever possible. While we can't predict when a local network may be experiencing high traffic that causes overall delays, this should help. If you have specific rides you want to raise for further investigation, please contact our Ride Experts at ************** They're available 24x7. I'll share this feedback as well with our teams as we're always working on ways to improve our service. 

• Initial Complaint

  Date:09/26/2023

  Type:Customer Service 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've had this app for a while now and it is impossible to get any meaningful help from there customer service department. The app is full of glitches and refuses to end rides when you want resulting in a massive amount extra time being added to your ride resulting in having to spend more money, whenever you reach out to their customer service department you never get anything from them, they are openly disrespectful over the phone and will not give you money back now matter how much evidence you provide, they use scripted responses and are extremely patronizing. This has resulted in me spending a lot of money for ride time that was never provided. I'm attaching screen shots from the rides I took today showing the massive delay that takes place when I tried to end the ride, I have 5G coverage and no issues with any other apps.

  Business Response

  Date: 09/27/2023

  Hi ***,

  Thank you for sharing your experience. We pride ourselves on delivering exceptional customer service and it sounds like we did not live up to that standard in your recent experiences. We'll review your contacts into our Care team and address as necessary. 

  We appreciate you choosing Lime to ride so frequently and hope you'll give us another chance. It looks like you're a fan of our Ride Passes, which are a great value for a rider like yourself to bundle minutes together at a lower rate than pay as you go as well as combining it with our LimePrime subscription to discount ride time not covered by the passes. 

  To thank you for sharing your experience, I've refunded you the last 2 ride passes and your most recent LimePrime renewal for a total of $48.48. Your LimePrime is still active through it's current subscription period. Depending on your bank, it may take them **** days to process this refund. It may show up as one total amount or as 3 separate line items.

  I also recommend, if you haven't already, checking for any updates to our app. It sounds like you usually have a pretty good signal, but we recommend always keeping the app up to date to help reduce potential issues as well.