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Business Profile

Car Service

Lyft, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Car Service.

Important information

  • Customer Complaint:

    BBB’s file for Lyft was created in August 2011. Following BBB’s review of complaints done in April 2025. Complaints on file state concerns with billing, refunds, and ride experience.

    BBB recommends reviewing of the following:

    Terms of Service (please see 4. Charges)
    Community Guidelines
    Safety

    For any issues or concerns, please visit Lyft Help.

Complaints

This profile includes complaints for Lyft, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Lyft, Inc. has 20 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • Lyft, Inc.

      San Francisco, CA 94107-1725

    • Lyft, Inc.

      7255 S Tenaya Way STE 300A Las Vegas, NV 89113-2186

    • Lyft

      3201 E Colonial Dr Orlando, FL 32803

    • Lyft Hub

      2214 Century Center Blvd Irving, TX 75062-4900

    • Lyft, Inc.

      216 Franklin Mills Cir Philadelphia, PA 19154-3119

    Customer Complaints Summary

    • 4,061 total complaints in the last 3 years.
    • 1,086 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/18/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      On Monday, April 14 my phone was left in Lyft drivers vehicle. I called it right away and driver confirmed he had it. Lyft got ahold of the driver as well and he confirmed he had it. The driver said he would contact me shortly and still has not done so. Ive sent him a couple messages letting him know my friends who live in the area will meet him wherever to retrieve the item. No response. Lyft rarely answers my inquiries in regards to the matter and has not put pressure on him to contact me to retrieve my phone. I filed a police report and it was accepted listing it as a stolen phone and ***** theft. According to Lyft policy you cannot drive for them if you have a felony on your account. I would like them to deactivate this mans account if he continues to refuse to contact me about the phone.

    • Initial Complaint

      Date:04/17/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Ive a Lyft account for less than two weeks and have had no negative interactions or experiences? I had no negative experience or interactions. I just got banned and dont know why. The only thing I can imagine is years ago I had an account and my phone was stolen. Someone used my account on my app via that phone and violated some terms. I dont know what happened bc I didnt have my phone for several hours until I was able to track it down with an app and find the person who had it. At that point thr acct was already deactivated and no one from support would listen to me. I understand and respect the terms and policies are important but relying on big tech for security can be a huge issue for consumers when we lose a device and dont have control over it. I cant do anything about what happened after the fact so what recourse do I have? Before that incidentI had almost ten years of positive reviews. Why is one incident out of my control not being considered out of almost a decade of contrary evidence? So far Lyft refused to even answer my messaged. I feel youre violating my rights to use a service I rely on and I dont accept it. Best,Brehan

    • Initial Complaint

      Date:04/17/2025

      Type:Billing Issues
      Status:
      Unanswered
      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.
      The company is allowing someone to charge rides on my debit card number . I have had the card replaced several times and it is still happening. I am not even in the city the charges are being made. Please investigation. If I need assistance they are rude about helping and sometimes they will not pick me up because I have a walker. They should give me the same service that a person with out a walker receives.

    • Initial Complaint

      Date:04/17/2025

      Type:Product Issues
      Status:
      Unanswered
      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 am writing to formally dispute a recent $80 damage fee that was charged to my account following a ride I took on 3/16/25 from 11:06-11:19a. According to the driver, I allegedly left feces on the seat—an accusation that is completely false. Shortly after receiving this charge, I contacted support through the app and was transferred to a representative named *****. He assured me that the claim would be reviewed again and that I would receive an email update. When I asked if I could receive a follow-up call, I was informed that phone callbacks are not permitted, but that I was welcome to call again for further discussion. After receiving an email stating that the decision would remain unchanged, I called support again. The new representative claimed he contacted ***** and told me that the support team does not discuss damage fee disputes over the phone. I found this contradictory, as my initial conversation with ***** did not reflect this policy. During this second call, I attempted to understand the process behind how these claims are evaluated—specifically in situations where there is no concrete evidence, and it's essentially one person’s word against another’s. The representative repeatedly placed me on hold to speak with his supervisor, only to eventually tell me that no one would speak with me further and that all communications regarding damage disputes would need to occur through email. I find it very concerning that a complaint against me was apparently handled over the phone, yet I, as the customer being charged, am denied the same opportunity to respond. I am frustrated by the lack of transparency and the inability to speak directly with someone about a serious and, in this case, completely unfounded accusation. All I wanted was to have a fair and open discussion regarding how these cases are reviewed and decided. I respectfully request a formal review of this claim, along with a detailed explanation of the evidence used to support the damage charge.

    • Initial Complaint

      Date:04/17/2025

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Lyft assessed a $150 damage-related fee to my account following a completed ride. After initial correspondence, the company reduced the fee to $100, but I continue to dispute the charge in full, along with a related $50 tip that was processed without valid basis. The driver suggested that a $50 tip would suffice to address any concerns, and he made no mention of filing a damage report or seeking a formal fee. Relying on that implication in good faith, I provided the tip, and the vehicle was then thoroughly cleaned before the driver departed. I have timestamped video evidence demonstrating that no further remediation was necessary. The photographs submitted by the driver are not contemporaneous with the condition of the vehicle after cleaning and do not accurately reflect its post-ride state. Despite repeated efforts to resolve this matter through Lyft’s support channels, the responses I received have been largely non-substantive, automated, or factually inaccurate. Lyft has failed to meaningfully engage with the evidence or the underlying facts of the dispute. Additionally, Lyft continued attempting to charge a credit card that had already declined the transaction, triggering fraud alerts and ultimately causing my bank to cancel the card. This has resulted in unnecessary financial disruption and hardship. Lyft’s unwillingness to properly review and respond to this dispute, reliance on material misrepresentations, and repeated use of non-responsive communications indicate a failure to investigate in good faith and violate basic consumer protection principles.

    • Initial Complaint

      Date:04/16/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      April 16, 2025 6:38am I was not charged the locked in price. I was unable to contact anyone just repeated action by AI. I want the locked in price. I paid a monthly fee for the pass. I want to be charged The locked in charge is $21.30. I want the remaining money refunded to Lyft cash I want the money I have in Lyft cash returned to me. This business is shady, it is always charging extra without an explanation. There is no way to to contact them other than the app. AI is limited to anything outside their prompts. I guess they want you to give up. and. I no longer wish to do business with them There is no place for me to request my unused cash returned to me. No way to contact this business and express my issue. I can send copies of my rides with them, what ever you need. I need help.

    • Initial Complaint

      Date:04/16/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      On April 9th, 2025 I took a Lyft to ********* with a second destination after. While picking up coffee the driver ended the ride and left. He took off with all my bags in his car and did not make any attempt to reach me before ending the ride and leaving. In addition to the "wait time fee" I was also charged $20 for a "lost and found fee". I should not be charged for loosing something that was not left behind by mistake or otherwise. I attempted to resolve this through the app customer service; however, they were unhelpful and basically said they were within their rights to make this charge because the driver had to return a "lost" item.

    • Initial Complaint

      Date:04/16/2025

      Type:Product Issues
      Status:
      Unanswered
      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 ordered a Lyft comfort ride home from ********* ******* last night. I paid extra for the comfort ride however the car that showed up had a very strong odor of **********. Initially I was not going to mention anything to the company however my asthma started becoming an issue on the ride home and when I got home all of my items and clothing article had a very strong odor of ********** on them. I reached out to the company for a refund and to rectify this issue as they are marketing this particular driver as a comfort ride however it was anything but that. They are refusing to give a refund for a service purchased but not provided.

    • Initial Complaint

      Date:04/15/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      On April 15 my disabled daughter ******* ***** left her phone in the Lyft. She called her number the driver answered and spoke no English. We filed out Lyft form case number ***********

    • Initial Complaint

      Date:04/15/2025

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      For the past 2 weeks, Lyft drivers have arrived at my house between 5:45 AM - 6 AM looking for the wrong person. I have never used Lyft or downloaded the app. I have tried contacting the company using various numbers, including ************; however, they are no longer valid or are automated messages. Lyft drivers have tried to help by adding notes. Friends who use the app have tried to help, yet there is no option to handle this kind of issue. You can't imagine how frustrating and unnerving it can feel when random people come to your door, especially that early in the morning. I hope BBB can assist, as it is alarming that you cannot speak to a live person for assistance. I would prefer that the company contact me by email so I can provide my home address and, more importantly, to have proof of our correspondence. Thank you

    Lyft, Inc. is NOT a BBB Accredited Business.

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