ComplaintsforFlexdrive

• Initial Complaint

  08/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I was renting a vehicle with Flexdrive for Lyft. The vehicle mirror got hit, I reported the damage, dropped off the vehicle and was told I would get it back the next day. 24 hours passed and there's no solution, no information or feedback about anything. My account is still showing rental charges and customer service number is a joke

• Initial Complaint

  07/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is an unethical business. I feel like a slave and they are taking my money after I return the vehicle. I want all the money back they charged me for this rental. They arent open when they say they are, they have no customer service phone number. This is a trap

  Business response

  07/23/2024

  We are in receipt of BBB complaint case ********. *********************;complaint concerns Express Drive rental fees.

  **** reached out to support on 07/04/2024, to inform us that **** received a charge for *************** vehicle, which was returned on 07/05/2024.

  Support has since been in contact with **** to confirm that the vehicle was returned on 07/05/2024. We have verified that **** was charged appropriately for all days that the rental vehicle was in **** possession.

  As we have confirmed the rental was returned and verified that **** was charged correctly, we consider this matter resolved.
  

  
  

  Customer response

  07/23/2024

  your business had no way of contacting anybody for support and the support I did get from Lyft was false information. You were not open Monday-Friday like you had posted on your front door. You did not inform me you would not be open on those days. The vehicles provided were faulty. When I was able to express my concerns to someone at your company they laughed at my face because of all the issues your business has and how unethical you are. 
  Complaint: 21942336
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This is a very simple complaint. Flexdrive charges for miles but claims that when you are driving passengers for Lyft, the miles are free. This is not true. When you have a rider, you are paid 28 cents less per mile than people not driving Flexdrive cars. So, you are being charged ************************************************ the app, they track your miles. **** week (week beginning 6/17/24), under the header Free Lyft Miles, it says that I drove 960 miles. **** means that they took $268.80 from my earnings without acknowledging it. The week before that (beginning 6/10/24) I drove 740 miles meaning that they took $207.20. They insist the miles are free but over the last two weeks I have paid (they have taken) $476. **** nearly doubles the cost of the rental. The price they claim to charge is less than what ***** or **** charge to rent a car for Uber, but once you add the huge, hidden charge it makes it much more than the others. What has do be done for them to stop lying about this? Can I get the money back that is not mentioned in the contract I signed?

• Initial Complaint

  05/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In the Lyft App there is a location that says Express Drive. I went there so i could rent a car to do ride share. The first time I went up there I was told that I could not get a vehicle because I was late. As I tried to let them know that it did not state that in the app and that there location is kinda far to where there are no busses. Words were going back and forth and I left walking out of there. I had to make another appointment for the following week. To which they held mt deposit of $200.00 dollars. The Second time i go out there I get the whole break down of how they operate and it looks to be a part or caliber which is kind of known so i get a 2022 ****** Altima. I drive the car off the lot I noticed the the car needs a alignment it hits hard and when it rained the breaks started to grind and the slipped. now in the app it told me that the car needed Maintenance. Yes it surly did it needed the works. So the day that I was bringing the car back I did do a couple of rides because I didn't make any money with the car and I didn't want to be broke. So on one of the trips it was raining outside and as I was leaving a drop off of a rider the tires weren't good and the breaks that started grinding didn't stop the car and it slipped into a *****. Now when I get to FKEXDRIVE and tell them what happened I was told that I was not able to rent a vehicle until the following week and they are holding y deposit still and now I look in the app and I am still not able to rent a car I cannot get in contact with anyone anywhere. I am sitting here broke and have bills i have to pay and they are getting away with putting bad vehicles on the road and none of them are inspected at all putting every ove on the dummy list or do not rent to. they Someone needs to put a stop to it and I want a whole free month with a car that is totally inspected

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 5/11/24 I noticed I had a personal charge on my account of 20 dollars and a 3 dollar tax for that charge. It showed I drove 1 mile of the **************************** the app unless I was online because I did not want to pay those fees. I have my own car and did not need the personal miles as I explained to the lady at Flexdrive when I was renting the car. Then, I received a ride to take someone from ****** to *********** around 10:30pm on 5/12/24. I took the ride because it was good money, or so I thought. As soon as I dropped off my rider, I had 2 rides to do in that area after. After the second ride, I was kicked off of the app. Meaning I had to drive over 100 miles just to get back home. All of which was personal miles I had to use. I was told my **** the lady at Flexdrive that if I get close to 12 hours of driving I will get an alert on my phone so that way I will not get kicked out. I did not receive one message telling me I was getting close to 12 hours. While I was driving back home the last 30 min to home, the app allowed me to go back online even though I was supposed to be kicked off for 6 hours. This made absolutely no sense to me. When I took my rental back to Flexdrive on 5/13/24, I tried to explain my issue with one of the workers and first off she was extremely rude, rolled her eyes as Im telling her what has happened and then told me there is nothing I can do, sorry. I know its rough. She did not care at all and did not want to help. I was charged 60 more dollars for those miles and 9 more dollars in taxes for those charges on top which all came to 92 dollars in the end, all together. These personal miles were not to be used and I was misled. I want my 92 dollars back. That is me working for free, driving over an hour to *********** for no pay.

• Initial Complaint

  04/24/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  They will not release my ****** deposit

• Initial Complaint

  01/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Don't get into Flexdrive. If you have driven for Lyft, you know that you're generally isolated although Lyft takes a ton of your earnings. It's way worse with Flexdrive. The app information is different from the location's information and Lyft Help is different from both of those. It's very easy to become very confused about what you're supposed to do. They also nickel and dime you like crazy for the rental. It's a $350 deposit (Don't count on getting it back) plus roughly $340 a week for the rental, insurance for peace of mind liability coverage, and 200 miles of personal driving which you probably need if you don't have your own car which is most likely why you rented. There's also cleaning fees, late fees, towing fees, and you will need to refuel the vehicle when you return it. If you get sick like I did, that WILL NOT excuse you from the weekly payment even for a day of extension.You will pay them every Monday as long as you're still alive. They do not care what happened. I was a platinum driver with nearly 8 years of experience and nearly **** rides given and I got sick once and they burned me out completely with no hesitation or consideration. Stay away from Flexdrive and stay away from Lyft if you can.

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My name is ***************************** and my Lyft Drive cell number is ************. I have been a Lyft Driver off and on for more than six years and have a five-star rating with Lyft.On Nov 13, 2023 I rented a car, a 2022 ****** Altima TPM8322, from Flex Drive's ****** ***** office.I was charged correctly for the rental on Nov 13th and on Nov 20th. I was in the top 10% of earnings for drivers that second week.However, FlexDrive inexplicitly charged me $215.19 in additional, unexplained "maintenance fees" on my Nov 27 2023 rental bill and withheld $215.19 amount from my weekly payouts. I went to the FlexDrive office on Nov 28th to complain and seek a correction and removal of those erroneous charges and the young lady there, She said she would report it to her boss.Then on Dec 4th 2023 they charged me an addition "unexplained" charge of $579.90 and tried to charge that to my credit card. I immediately went back to the FlexDrive office and showed her the charge. She said that she would discuss it with ******* and that I should not have return to the office and that she would text me as soon as there was a resolution.However, I had to return the car because I could not work with $579.90 in outstanding charges on my account, as my pay would have all gone to those erroneous charges until removed.I returned the vehicle on Dec 4th It was accepted in perfect condition. FlexDrive has not returned my $350 deposit, as it should have, and is still trying to charge my card for $579.90 additional. I never received a text from *****, so I returned to the ****** office twice more on Dec. 8th and on Dec 12th. Again, ***** could tell me nothing. I challenged her as to why she had never texted me throughout the past weeks, as promised. Nothing.What I want is the $215.19 in cash back that I earned that was withheld for the erroneous "maintenance fees" and my $350 deposit returned. I also want the erroneous $579.90 charge removed from my account so that I can drive Lyft again.

• Initial Complaint

  10/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been renting a 2022 ****** Altima through the Lyft Flex Drive rental program. At one point I was late for a payment and owed that payment and the current weeks payment. A total of ******. I worked and out of the ******* that I earned they kept ****** from my earnings. My outstanding balance of ******, **** in Express Payment Fees and ***** to pay for the current rental charges. They took half my check and that should have paid everything I owed at that point. I noticed that despite being able to cash out after settling the bill that it still said I owed in the account section (if I owed I wouldnt have been able to cash out). I actually emailed them first about it. However all week Ive been getting harassing emails and texts saying that I have to pay another ****** for an outstanding balance or they will repossess the car and charge me over $500 in fees, even though it says on their own paperwork that they withheld money to cover the outstanding balance they said I had. I added up all the money they said I owed and it still came up as being even. Ive emailed them. Ive called them and Ive gone to my local *********** but nobody is listening to me or giving me any answers as to where my money they withheld went if they didnt use it to pay for the rental. My account shoulder be properly credited or they need to return part of the 653 they took from me

  Business response

  10/26/2023

  These are the last charges posted on your account:
   
  On Oct 3, 2023, you were charged $324.06 for the rental fees from the week of Sep 25, 2023.
  This amount was paid on Oct 16, 2023, with the card ending in 3213. 
  
  During the week of Sep 25, 2023, you did not drive with the Lyft platform, so you did not have earnings to cover the rental fees.  
  On Oct 19, 2023, you were charged $209.57 for the rental fees from the week of Oct 9, 2023.
  This amount was paid on Oct 24, 2023, with the card ending in 3213.
  
  During the week of Oct 9, 2023, your total earnings were $112.50, and your rental fees were $322.07, so you were $209.57 short to cover the rental fees, and the amount was posted to be paid with your payment method. ($112.50 - $322.07= -$209.57) 
  On Oct 24, 2023, you were charged $145.67 for the rental fees from the week of Oct 16, 2023.
  This amount was paid on Oct 24, 2023, with the card ending in 3213.
  
  During the week of Oct 16, 2023, your total earnings were $178.39, and your rental fees were $324.06, so you were $145.67 short to cover the rental fees, and the amount was posted to be paid with your payment method. ($178.39 - $324.06= -$145.67) 
  
  Finally, I want to add that during last week, we experienced a bug that prevented the system from posting the rental fees from the week of Oct 9, 2023, on Tuesday Oct 17, 2023, and the charge was posted on Oct 19, 2023. 
   
  This bug also caused a visual error in which drivers were able to see the outstanding balance for the week of Oct 9, 2023, also as a negative balance on the earnings during the week of Oct 16, 2023, and I want to clarify this was only a visual error, you were not double charged that amount.

  Customer response

  10/27/2023

   
  Complaint: 20732391
  
  I am rejecting this response because:

  these dates are random, not in order and dont address the payments I questioned. The attached pics represent where the over charge occurred. You guys have me as settled October 2-8th after I paid the outstanding balance. It says right there what my outstanding balance was and outstanding balance is whats owed for the previous week, correct? It shows that I paid enough to cover that and that current week rentals. I was even able to cash out afterwards. Yet you guys kept harassing me until I had no choice but to pay the extra fee. At worst you guys charged me extra. At best you gave me terrible customer service which included inaccurate information with no explanation whatsoever. And I mean that literally because nobody would answer my questions outside of pay us which is why I filed a claim to begin with. Also would like to note that I noticed the discrepancy that weekend and contacted Lyft right away about it.

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

  Business response

  10/30/2023

  After reviewing the case I can see that the week of Sept 18 - Sept 25th an amount owed of $328.08 was not covered.
  
  The following week Sept 25th - Oct 2nd you owed $324.06 with still having the outstanding balance of $328.08, Our system indicates that you were only charged $324.06 to cover that current week.
  
  Balance was still due of $328.08 for the week of Sept 18th - Sept 25h.
  
  The week of Oct 2nd - Oct 9th your weekly balance was $329.72. You earned $1304.31 and $83.92 in tips.  We deducted the outstanding balance of $328.08 from your total earnings of this week. 

  Total earned: 
  
  1388.23
  
  Deductions from Earnings: 
  
  week of Oct 2nd - Oct 9th your weekly balance was $329.72
  Outstanding balance 328.08
  
  Notating that the Outstanding balance was only covered once earnings were made from Lyft. 

  Customer response

  10/30/2023

   
  Complaint: 20732391
  
  I am rejecting this response because: my balance was *******. My net payout was ******. Thats all I actually took home. So you withheld ******, 2 weeks of payments.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/25/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I rented a rental car from them for rideshare driving for Lyft, and the rental agreement was after I cover the rental costs the rest of the money would be deposited into my account, Ive had the rental for four weeks now the first two weeks rental fees started going up from the original agreement and then the last two weeks I looked at my credit card thats on file and I have been charged mutiple times for going over the personal miles which I never exceeded those miles I have proof I never drove over the personal miles when I wasnt logged into the Lyft platform because the miles are free as long as your signed into the Lyft platform I tried to reach out to Lyft about the charges and their response was that I had to go to the rental place to figure out why they keep charging my credit card, so I went to the Lyft place which is a gated business and you can not get inside the gate to talk to anyone the agreement was $21.00 for every 25 miles over I never went 25 personal miles after the first week that I changed the rental contract to pay as I go which was supposed to be $288 weekly and $21.00 for every 25 personal miles including everything but every other week the charges went up to $309 so thats another issue Im being over charged for that each week also

  Business response

  08/04/2023

  Hello,

  After carefully reviewing the account of the driver, I've determined that he is correct is his accusations of being charge falsely for overage mileage. The agreement states $21.00 per 25 miles. ******* into the overage miles, I didn't find in any of the weeks the driver was driving the rental vehicle that he went over the mileage plan. Due to the inaccuracy, I will be issuing the driver a refund for each of the weeks he was charged falsely for the fee's 
  
  Week of 06/26 - 07/03 Charged $21.00 
  Week of 07/03 - 07/10 Charged $21.00 
  Week of 07/10 - 07/17 Charged $21.00 
  Week of 07/170 - 07/24 Charged $21.00 

   

  A total of $84.00 will be issued as a refund to driver's account for inaccurate charges.  

  Customer response

  08/05/2023

  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,
  
  *******************

*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. ↩