ComplaintsforLyft, Inc.
Additional Complaint Information
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
09/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
The driver named Michael of Lyft, he started talking from the time we sat down. He said he lives in the **** **** area, but he took forever to come it felt like 25 minutes even though on the apps while their searching for a driver it said 2-minutes away, then the apps kept changing rerouting and searching for a driver while we're waiting at *** address it never gave me a price upfront but I selected standard the lease inexpensive.Then, when I got home, their final price showed $216.91 for a single ride.Customer response
09/24/2024
This complaint has been resolved.Initial Complaint
09/06/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I was recently charged a second time for a ride that I already paid for in 2022. I have contacted support 3 times and still haven't received a response about the transaction.Initial Complaint
09/06/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
The Lyft driver who picked me up around 6 AM on September 3rd, 2024, behaved unprofessionally in several ways: 1) He asked for a $20 cash tip immediately upon pickup before even beginning the ride, stating he wouldn’t take me to my destination unless I complied. 2) Made frequent, abrupt stops, making the ride uncomfortable and unsafe. 3) The most egregious misconduct occurred when the driver deviated from the assigned route on the navigation map and took me toward *** airport instead of my home. He then dropped me off at a random location near the airport, claiming he was in a rush to pick up his son and forced me and my passenger to leave the vehicle without our consent. This left us stranded, forcing me to book another Lyft to complete the trip. Due to the driver's actions, I had to take a second ride costing $30 to reach my home. Additionally, the delay caused me to miss the street cleaning window by 20 minutes, resulting in two tickets totaling $160. Customer Service Failures: I immediately reported this incident to Lyft support via the in-app messaging system, as no phone contact was available. Over a period of six hours (from approximately 2 PM to 8 PM), I was forced to communicate with four different representatives, each of whom was slow to respond and dismissive of my concerns. While I eventually received a refund for the first ride ($54) after 6 hours of communicating, Lyft failed to address the other financial losses or the safety concerns. Furthermore, when I asked for further escalation, the conversation was abruptly ended, leaving me without further resolution or acknowledgment of the severity of the issue. Desired Resolution: I am seeking compensation for the full financial losses incurred due to this incident, also request that Lyft reviews this incident to ensure that other passengers are not put in dangerous situations like this in the future, and that customer service procedures are improved to handle such serious issues more efficiently.Initial Complaint
09/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Good morning BBB Team Let me apologize for attaching information regarding Lyft to my ****** complaint. I wrote to you last evening regarding Lyft Inc. I am desperately seeking your help to reach and retrieve funds from Lyft Inc. I have tried numerous times to reach this company. I followed their instructions to reach them but to no avail. I had to shutdown my account because over a J$105,000 - US$679.00 approximately. These charges are between July and August 2024. I have never used Lyft services before but reaching them has proven futile. I'm not working and cannot afford this unauthorized charges/scam to go unchecked. Please help me. My supporting documents I inadvertently attached to the ****** complaint submitted September 5, 2024Initial Complaint
09/06/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On August 5th, 2024 Shirley W***** hired Lyft services to get her to a dentist appointment in Douglasville, Georgia. She was informed that her insurance would reimburse her for the trip, but still has not. She is seeking re-imbursement for $56.00, the total in which Lyft has charged her bank card.Initial Complaint
09/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I booked a ride on 8~31~2024 at 5:40 am the driver {******} never picked me up I was charged for this ride anyway. I have sent 3 or 4 emails to Lyft asking for a refund they will not answer.Initial Complaint
09/05/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
a common issue, is that they just deactivate accounts whenever they "feel like it" atleast based on the numerous complaints that is to be read online, with about the lowest scores with the biggest review sites. I had my (5 stars) account deleted, without prior warning. in this case I can only assume it's because I had to many cancellations. and after trying to discuss this with the outsourced "agents" with broken enflisg, and who has various reasons for why my new account won't take my card, that from beeing my bank, to it had to bee a us based payment and so on and so and so, and after they send it to rheyr "specialized team" that will "soon" be in contact (soon became almost a week), i do get an answear that atleast seemed to make more sense. my first account was deleted because of violations of theyr policies, which I knew was theyr reason, but I was note interested in why i couldnt get my current account to take my card, and that was, because it was not alowed to make more accounts. someone in the same "system" had alsow said I could no longer use lyft. i do, as said see numerous complaints online about that issue, and I wonder what kind of business track they are using. some even claim that lyft has taken moneyf them, beeing scammed by drivers, and alsow theres been cases if herassment and assaylt by drivers against women that has ben reported in the news too. and ive alsow filled out some kind of form, appeal form or whatever and, two times the response have been a quote of what I had written thrm, with "dev" lyft, underneath. I'm not sure if this was ment ad. we don't give give a f..or what but it does follow the about non existinf" "customer service" me and numerous others, seem to be "getting"..Initial Complaint
09/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I was charged a $20.00 fee for damages. When I got in, the car was a little bit dirty, but I was not responsible. I will attach a photo of what the car looked like when I got in,Initial Complaint
09/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I pay to have a price lock with lyft from 2:00pm-3:00pm at 26.00...i ordered a lyft at 230pm and until 300pm every driver canceled my ride within 3 mins of picking me and the minute my time was up for the price lock i all of a sudden was able to get a driver no problem....no cancelation or anythingInitial Complaint
09/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I (know) that I should not have been paid for extra ( with Lyft). I wish to not have a remaining balance for something that I shouldn't pay for. I just need a person to speak to. Lyft should have a human customer service representative; it's impossible to dispute such charges with the automated system.
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Contact Information
San Francisco, CA 94107-1725
Business hours
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Customer Complaints Summary
4,260 total complaints in the last 3 years.
1,412 complaints closed in the last 12 months.