ComplaintsforLyft, Inc.
Car Service
Additional Complaint Information
Customer Complaint:
BBB’s file for Lyft was created in August 2011. Following BBB’s review of complaints done in April 2024. Complaints on file state concerns with the cost difference between the quoted amount and the final charge, and alleged concerns of being charged for rides never completed.
BBB recommends reviewing Lyft Terms of Service with special attention to the following:
- Quoted Fares.
- Variable Fares.
- Ride-share Service Fees and Other Charges.
For any issues or concerns, please visit Lyft Help.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I took a rideshare from Lyft in Century City, CA on 7/23/2024 to *** ******** The Lyft driver named Alexandre put our bags in the trunk of his car. We had four backpacks. When we arrived at *** ******* he gave us the bags and as we got in to the airport my wife noticed a large wet spot on the bottom of her backpack. The backpack was brand new purchased just for this trip. I touched the wet spot and it was red with an oily texture. It had no smell which is consistent with transmission fluid. We were running late for our flight and didn't arrive at our destination in Dallas, TX until 1:00 am so I reported this issue to Lyft on 7/24/2024 at around 10:30 am. They emailed be back at 2:00 pm on 7/25/2024 with a generic response saying they wanted to help me but needed more info. My original submission to them had all of the details needed so this made no sense to me. I have since followed up with them multiple times and as of 8:30 pm on 7/25/2024 I have received no other messages from them. I also attempted to contact the driver directly using a feature they have labeled 'Lost Item' but he has not responded either. The value of our bag is $150.00. We actually paid $99.00 for it on sale plus tax so a fair replacement would be $108.00. I attached a photo taken of the bottom of the bag in the airport immediately after we noticed the wet spot. We also emptied the bag and took a picture of the inside to show we didn't have anything inside that spilled out. I sent both photos to Lyft as well. We have tried to clean the bag but it is permanently stained. Any help would be appreciated.Initial Complaint
07/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
This happened on Tuesday July 23rd I was charged $70.99 I have a price lock for rides requested between 8:00 AM and 9:00 AM to make the price $15.09 but was charged $70.99 for a ride order at 8:55 AM. I can not get ahold of any sign of customer support and this should be a very simple fix. I have not been contacted in any form by anyone at Lyft to try and solve this problem. I want full refund at this point due to this being such a headache and for no one even trying to help.Initial Complaint
07/25/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I have absolutely had it with Lyft. They are using illegal practices. I get quoted with $55 for a ride, but charged $75. Today I went to review the driver and was going to tip $1 (it was a $7 ride) and the app decided I am tipping $5 and put it through. Every time I am charged incorrectly I wrote to their customer service and theres nothing to be done but send me cut and paste messages that they are sorry for the experience. I had an aggressive driver break my $250 suitcase, sent them photos - zero resolution. I had an aggressive driver throw one of my boxes down and PUSH ME out of the way. They dont care. Collectively have been charged hundreds in illegal upcharges, hundreds in damaged food and lost time and Im done with it. I need resolution from Lyft or I will begin legal action. This is well over 1k at this point. This is very clearly bait and switch.Initial Complaint
07/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
My account has been hacked on three separate occasions after using my lyft app. I am not sure why having my acct number stored in app results in this but it has inconvenienced me tremendously as I have to wait on claims to be investigated. Due to the amount of times this has occurred and how it is always 2-3 days after I use the app for a ride I am confident that there is a tech/security issue that needs to be addressed.Initial Complaint
07/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I submitted a request for a refund to Lyft due to a drivers error for dropping me off at the incorrect gate at the airport despite having the gate for the airline in the app and verbally telling him. He stopped the car and told me it was the correct gate and told me to get out. It was not the correct gate. I missed my flight bc of this and work. I’m now out a decent amount of money for Lyft fare, and will not be making money at work because of missing my flight. Lyft is refusing to issue a refund for the amount charged to me and this 100% not okay given this was the drivers error.Initial Complaint
07/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
In a recent “priority” ride I booked, Lyft did not show up within the promised time or drop off within the promised time. The driver who accepted the ride was about 2x as far away as the promised pickup time. Lyft refused to make it right and kept giving me inaccurate explanations. I have been a Lyft ride-or-die since the early years and get 10x points thru my credit card. But none of that is worth supporting a company that lies and disrespects its customers. I have basically never complained about a ride before and Lyft still refuses to fix this. So disappointed. My ride was on July 12. The driver did NOT arrive within 4 minutes (as promised) and I did NOT arrive at my destination at 1:01 p.m. (as promised). All of this is documented. They also claimed I “saved” $4.16 on the ride with Lyft Pink benefits (which I did not have). I actually paid that money. I did not arrive at my destination until 1:06 — which is not the end of the world but it was still a bait-and-switch. I paid for “priority” service (more than $4), which I did not receive. I knew things were going wrong when I was promised pickup in 4 minutes - but the driver who accepted was at least 7 minutes away. For me it’s not about the money but, rather, a company making fake promises and charging a premium for it. It’s super sleazy false advertising. On top of that, lying to me about having free benefits when I did not have Lyft Pink was just salt in the wound. I gave them repeated chances to fix this and they just kept spinning the truth — despite documentation to the contrary.Initial Complaint
07/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have been a loyal Lyft customer for almost 10 years. Last night/early this morning, I had a very disappointing experience that I need to bring to your attention. After arriving at the *** ****** ** ******* following a late flight on July 23, 2024, I requested a Lyft at 12:45 am. As a single woman traveling alone at that hour, I opted for a priority ride to ensure a prompt and safe pickup. Unfortunately, this is not what I experienced. It took nearly 6 minutes to find a driver, who then had an 11-minute ETA. Several minutes after accepting the ride, this driver canceled. It then took another 5-6 minutes for Lyft to find a new driver, who was finishing a ride 15 minutes away. This driver, Austin, drove to the airport and was only a few feet away from me before canceling and choosing a longer/better trip. This caused a significant delay, and another driver had to be found, which took several minutes and was 16+ minutes away. In total, I waited over 40 minutes for a ride to travel just 4 miles, and the trip cost me over $30. I tried resolving this issue within the app but was offered a mere $4 credit for not meeting priority pickup. This situation is far more serious than a simple failure to meet the priority pickup timeline. I requested to escalate my complaint and was told that Liezl "assures me that she is trained to address my specific concern." However, I do not feel that my concern has been adequately addressed. The importance of reliability and service are typically strengths of Lyft. Unfortunately, this experience did not meet those standards. I am looking forward to a more appropriate resolution. Thank you for your attention to this matter.Initial Complaint
07/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
on july 22, 2024, i was overcharged for a lyft ride. the original fare from work to home would’ve been 13.99 but since i added a stop at a gas station around the corner from my home it was then 14.99. the store was busy so my stop exceeded the wait time. i expected the driver to cancel but he instead drove to my home and completed the ride without me in the car. i was never taken to my final destination but in my receipt it was i was and i was charged for the entire ride including the stop. this is not the first time a lyft driver has done this and i am having trouble contacting lyft regarding the issue. i used a prepaid feature called lyft cash so i’m not able to dispute this with my back.Initial Complaint
07/22/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Lyft is charging a congestion fee even though New York cancelled it. They even started charging before it would have been in affect.Initial Complaint
07/22/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Dear Better Business Bureau, I am writing to file a formal complaint against Lyft regarding an unauthorized charge of $121.99 on my account, which occurred on 7/21/2024. This charge resulted from unauthorized activity due to my Lyft account being compromised. Despite reaching out to Lyft customer support multiple times, I have not received any satisfactory assistance or resolution regarding this issue. I believe that my attempts to resolve the matter directly with Lyft have been unsuccessful, necessitating this complaint to seek your intervention. Details of the unauthorized charge: • Date of Incident: 7/21/2024 • Amount Charged: $121.99 • Nature of Incident: My Lyft account was compromised, leading to a ride booking and subsequent charge that I did not authorize. I contacted Lyft customer support on [dates you contacted them], providing details of the unauthorized charge and requesting a refund. Despite multiple attempts to resolve the issue, I have not received any concrete assistance or acknowledgment from Lyft. I kindly request the Better Business Bureau to intervene on my behalf to facilitate a prompt resolution of this matter. Specifically, I am seeking a refund of $121.99 for the unauthorized charge that occurred due to my compromised Lyft account. I appreciate your attention to this matter and look forward to your prompt assistance in resolving this issue. Thank you for your time and assistance. Sincerely, Melvin M****
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Contact Information
San Francisco, CA 94107-1725
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Customer Complaints Summary
4,256 total complaints in the last 3 years.
1,461 complaints closed in the last 12 months.