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
07/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
My Lyft account (************) has been placed on hold. I assumed it was because my ride on July 10, 2024, from ******** ** **** ******* ***** **** ** ************ **** took much longer (around two hours) and more expensive (around $85) than expected due to severe traffic congestion (please see my screenshot of congestion during my trip: **********************************************************************************). I understood that Lyft placed my account on hold for risk issues (e.g., I might have lost my phone during my trip), but I really need Lyft to reopen my account because I will need to use Lyft frequently in my future trips. I have been a top-rate rider and top tipper on Lyft. I called, emailed, and chatted with Lyft agents, and they have tried their best to escalate my case. However, I did not receive any email, text, or call from Lyft regarding solving my issue. I really need help from the Better Business Bureau.Initial Complaint
07/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
The app glitched and didn’t take my payment from a disability voucher. When I talked to them about getting that fixed they refused to offer a single solution. When I asked to speak to someone else they said no. When I asked for a transcript they ignored my request. I am on fixed income with a disability and now I am being held hostage. I can’t use my voucher until I pay this with my personal money. The government gave me the voucher to improve my life and it is going to be hard to not go to my support groups until this is resolved They have no phone line that they would give me to call. I don’t feel like the chat is sufficient for people like me with disabilities.Initial Complaint
07/21/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I scheduled a Lyft pick up for 7:15 pm July 19th, 2024. I received an email from ***** at 6:20 pm that the flight was canceled. I immediately canceled my Lyft pickup. They have a policy of charging you a $10.00 fee if a ride is cancelled less than an hour prior to your pick up time. They charged me $10.00 fee which I was disputing due to the circumstances of the cancellation. Flights had been cancelled due to a technical issue that affected businesses all over the world. Lyft is aware my destination was ***** airlines in my pick up instructions. This is poor business practices and lacks common sense. I was not negligent my booking practices, they cancellation occured beyond my control!!! I have been a Lyft customer for several years and based upon the circumstances I do not feel that the cancellation fee should have been applied to my circumstances!!!Initial Complaint
07/21/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I’m so pissed right now. I think Lyft just like to scam people. If anyone ask I’ll let them know **** is better. They add fees that are included in the upfront fee constantly. I don’t even know how a tip was added because I didn’t put that there. I’m trying to get them to remove it, they are acting like they can’t. I didn’t put a tip, therefore it shouldn’t be. I’m not tipping for a ride that had a little crazy driving. That’s outrageous to me. I want the tip remove and they are making it seem like it’s hard to remove it. **** would neverrrrrr do that.Initial Complaint
07/19/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
9th July 2024 Booked ride on Lyft app, and it showed as $23.71. Was charged $44.22 in the end, but was unable to complain until 24 hours after the ride, when the journey showed in my completed rides section. The help team even acknowledged I had been charged the incorrect amount (per the attached screenshot), but said they were unable to assist me as the ride had been completed. This makes no sense, as you can not seek help from them until the ride shows in your completed rides section, and they then say after it appears there, it is too late. I am looking for a refund of the difference of what I was quoted, versus what I was charged please ($20.51)Initial Complaint
07/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
July 19 my health insurance scheduled a ride for me through Lyft. Diane in a ***** ***** ****** showed up and was irate, abusive and had a threatening behavior because the driving directions told her to go to a different store in the plaza. As I got in the car she became aggressively confrontational and verbally abusive using foul language and threatening to throw me out of the car when I did nothing. When I scheduled the ride I told customer service that I was at target, that's where I was dropped off and that's where I get picked up. Her level of abuse, her threatening behavior towards me, I was scared so I had her drop me off at a gas station and I called my insurance company for a ride and customer service heard her threats and me expressing if they continued I was going to call the police. How is Lyft not aware of such an abusive employee? I wanna know what Lyft is going to do about this to ensure the safety of their future passengers?Initial Complaint
07/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Booked a ride through left to get to work. The price was 37 dollars plus tax. 3 drivers canceled so I text the 4th one and told him if he came I would tip him. He arrives (Luis) and says the reason people are canceling is bc how much Lyft would pay them for the trip. I said I’m giving you a tip so he says I’m going to cancel to unless you tip me the amount of the ride. We sat there for 6 minutes going back n forth and I’m already running late for work. So I told him ok, I will tip you . He demanded I add a 20.00 tip to the trip as he watched me and demanded more so I gave him 15 dollars cash. He then proceeded to tell me he and a lady had a issue where he pulled *** * ***** ** *** ****. I asked to use the charger and he denied me bc he knew I was going to contact emergency. I had no way to communicate with Lyft bc of their ****** driver who was basically at that moment threatening my life. My phone was dead the entire time at work and I got home to finally reach out to them to let them know how upset and angry I was and still am because if I didn’t have work, it would have turned out bad for their driver . Via chat , because they seem to not have a phone number , They told me that it wasn’t a safety issue. I told them I have been riding for years and have never tipped 20 bucks for any ride because I never travel more than 7 miles and that tip was forced upon me so was the ride.Initial Complaint
07/19/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
dev (Lyft) Jul 4, 2024, 10:13 AM CDT User input I took a Lyft ride on June 24 from the *** ******* to ** ***** *********. When I was getting into my ride I had to ask the driver to see the license plate because he opened his trunk. He also asked me to confirm my phone number which I thought was strange because everyone has always confirmed my name. About 15 minutes into my ride, he started vaping. I am pregnant and trying to stay away from smoking of any kind. It was once and I hoped it would not continue. When he did it again I asked him to stop but he could not hear me due to his headphones being in. I started texting my husband (images attached) because I was frustrated. The driver started scrolling on his phone and put a video on his phone to watch. He often slammed on his breaks because it appeared that he was not paying attention. He was also driving with one leg under the other instead of both feet on the floorboard. I quickly got out of the car and grabbed my suitcase as quickly as possible. I gave him a 1 star review and provided feedback about my experience. Shortly after, I received a notification that my account was deactivated due to saying racial comments to him. This never happened and I am not sure how it could have happened when he didn't even hear me ask him to stop smoking. He also added a $12.27 tip onto my trip without my approval. I provided feedback to the case but they said it was permanent. I would like my account deactivated and clarification on if this driver is still able to drive for lyft do to his conduct. **The time in the text to Luke is in Central Time. I am from Dallas. Pickup: 3:36 PM Drop Off: 4:21 PM Case# ********* - My 1 star feedback and feedback. 5:18 PM Case# ********* - His dispute against me. 8:07 PM I have contacted Lyft multiple times and even escalated the claim but they will not respond.Initial Complaint
07/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
After every purchase of a ride Lyft keeps charging my card a different price other than the upfront price then will refund me but put it as a requirement to be paid on my accountInitial Complaint
07/18/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I paid $31..76 for a 15 minute Lyft ride with my two highschool kids to the high school for registration. I also paid $27.47 for a 15 minute ride for us to be picked up from the school and back home. But the Lyft rider went to the wrong location and kept hanging up on me even after I texted her where we were standing outside the school and what we had on. Mind you it was raining and we were standing in the rain. She finally answered the phone and I told her she was in the wrong location and then she cancelled my ride. I had to schedule another ride and Lyft charged me $64.88 after I wasn't the cause of the cancellation. I contacted customer support and all they offered to me was a $10 credit for my next ride. I believe this business is allowing their employees to scam us because if you aren't there at the location, you don't get a refund. And their employee did that today.
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Contact Information
San Francisco, CA 94107-1725
Business hours
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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.