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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

      1848 Wyoming Ave NW Washington, DC 20009-1882

    • Lyft Rideshare

      2992 forest lane Dallas, TX 75234

    • Lyft

      601 E Sunrise Blvd Fort Lauderdale, FL 33304-2708

    • Lyft

      3201 E Colonial Dr Orlando, FL 32803

    Customer Complaints Summary

    • 4,059 total complaints in the last 3 years.
    • 1,074 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:04/13/2025

      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.
      The driver I had yesterday (4/11) was smoking the entire trip and kept suggesting he was going to save me, while blasting Christian rock music in the background. When I asked to be dropped off right after we got out of ****************, he said, that women should not even be out at this hour and I need a man to take care of me. When I told him my bf knew I was on my way to the restaurant he briefly stopped talking, but continued to smoke

    • Initial Complaint

      Date:04/11/2025

      Type:Sales and Advertising 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 received Lyft credits from Hilton Honors on three (3) different occasions. Each receipt of Lyft credits from Hilton Honors to my Lyft account were $100. each, having a combined total of $300. in Lyft credits. These credits were gifted to me and they do not have an expiration date attached to them.I received the third $100 credit on 3/30. On the morning of 3/31 I opened the Lyft app and saw that my Lyft credits had an expiration date and sent an email to Lyft inquiring about it. They responded back hours later and said yes, that is correct. I then responded on 4/1 attaching a screenshot showing that my Lyft credits from Hilton Honors does not have an expiration date. I did not receive ANY RESPONSE from lyft regarding their mistake until 4/4, after multiple follow up emails requesting an explanation as to why my Lyft credits from Hilton Honors had an expiration date. Their response, AFTER THE CREDITS EXPIRED was that Lyft credits from Hilton Honors do not expire. When I pointed out their delayed response was a little too late as the balance of Lyft credits had been removed and to rectify the issue as soon as possible. Their response was to contact ******************* regarding it. I then responded that it wasn't Hilton Honors who had an expiration date to my credits and that the credits were gifted and I have no standing to contact ******************* regarding their own incompetence. They have since refused to not just rectify their own mistake but to respond regarding how they are going to fix their wrong.Due to the nature of Lyft with their lack of keeping records except for rides in the app, the only documentation I have is my hand written dates and times of my rides, which they have and the dates and times of the Lyft credits I received from Hilton Honors as well as the email communications. I will gladly provide these if needed.

    • Initial Complaint

      Date:04/10/2025

      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.
      I requested a ride for my husband on April 10th. The driver drove him halfway then asked him to get out of the car at ****** ******* (*** ** *** ****** ***). He let him out miles away from the destination at *** ****** ***. We would like a $21 refund for the ride to nowhere and back.

    • Initial Complaint

      Date:04/10/2025

      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.
      I reached out Lyft direct to notify them that there were 4 unauthorized charges on my Lyft direct card, they said that it looked like an Apple Pay transaction which they have a policy that says that they will not refund. I reached out to ***** and they guided me through my Apple wallet where we discovered, in fact, the transactions were not there from the merchant in question. The customer service **** were very rude and sent me to a non existent supervisor that never followed up with me. I reached out to ***********, they responded with an email stating that a proper investigation would be conducted and results sent within 10 business days, it had already been over a month with no follow up and no funds. My bills are behind. The merchant moonpay took $300 without my authorization and Lyft direct and stride bank have misrepresented themselves and their customer.

    • Initial Complaint

      Date:04/09/2025

      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.
      I am going to simply paste the complaint that i sent to Lyft verbatim about the problem which is consistent. In the complaint today, April 8, 2025 between 2:30 PM and 3:45 PM, and this is not the only complaint similar to this nature.Yeah so I started screenshotting every single ride that I take now from the MOMENT I book it and I want to know why Lyft has changed my fare (WITHOUT NOTIFICATION) from $5.92 to $8.80, and then send me an email notification about my fare changing from $8.80 to $7.67 as if it was never $5.92 to begin with?! On top of that Lyft switched my drivers twice! The first time I waited 15 for Lyft to FIND a ride for me then i waited another 12 minutes before Lyft said that the driver canceled it which I do not believe, THEN had to wait another ******************************************** Im reporting every single time I see this happen because like I say every single time, Lyft corporation is extorting people, and i will make SURE something changes. Please check all of the timestamps; all screenshots were taken from the moment of booking throughout my waiting.

    • Initial Complaint

      Date:04/09/2025

      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.
      Was charged $40 for a cleaning fee because when my father and I got in the car we dislocated the welcome mats in the backseat. We are both disabled and it was difficult to get in the vehicle

    • Initial Complaint

      Date:04/08/2025

      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.
      On April 6th, I requested a ride from a store in ************, ** named dd's, to my house. The driver' name is *******. This driver took me home. He carried my shopping bags inside my house. When I looked through my bags, I realized that one of them was missing. I contacted the driver, but Lyft sent me a message l, saying that this driver is currently not available and can't talk with me for safety reasons. I tried to solve the problem by threatening Lyft to report them to the BBB. I didn't hear from them yet. They are giving me the silent treatment.I paid Lyft $6.95 for my ride, and I tipped the driver $5. I totaled the amount of items I purchased on April 6th but didn't receive. The total amount is $51.95. I demand not only reimbursement of those charges from Lyft, but also damage because this driver, *******, basically stole these items.

    • Initial Complaint

      Date:04/07/2025

      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.
      During my monthly renewal process, I was assigned a vehicle that was subsequently returned due to maintenance issues. Despite not having possession of the vehicle, I have been billed for the past due balance. This situation is particularly troubling given that routine maintenance is required to renew a rental, including oil changes and tire rotations, and drivers are notified when its time for such maintenance. It appears that the maintenance issues were known, yet no proactive communication was made to prevent this billing.Additionally, I experienced a medical emergency that led to my primary care doctor restricting my driving. I have documentation to support this and informed Lyft of my temporary inability to drive. However, it seems that my driver profile was not updated accordingly, leading to misunderstandings and inappropriate charges. The absence of effective communication between Lyft **** in *********, Hertz, the Lyft Express Drive program, and drivers has exacerbated these issues. Important information regarding vehicle status, maintenance requirements, and personal circumstances has not been adequately shared, resulting in confusion and financial discrepancies. I have noticed that some contact numbers associated with Lyft, such as ************, have been reported as scams. Its crucial for drivers to have access to legitimate and secure communication channels to any issues far as employee relations and its someone on the back end thats not an employee for the company, that has bad attentions to scam.Furthermore, there is a discrepancy regarding the return date of the vehicle. I returned the vehicle on March 26, 2025, yet the ******************************** records indicate it was closed out on March 13, 2025. This inconsistency needs immediate clarification to ensure accurate billing and account status. They have been scamming me and others out of money and they will try to force an authorization through to where my bank flagged the transaction.

    • Initial Complaint

      Date:04/07/2025

      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.
      Good morning I ordered a Lyft today to go to work the Lyft never arrived Im late for work but Lyft driver started the ride and lied and said he dropped me off at the airport

    • Initial Complaint

      Date:04/07/2025

      Type:Sales and Advertising 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 requested a ride on the Lyft app the morning of 4/3 to be taken from my apartment in ******** to ******************. The stated price of the ride was $55 and some change (dont remember exact amount). I was successfully dropped off at the airport. However once I got off at the airport I was notified via that app that my drop off location had changed ( I never requested that since I was out of the car and my ride had been completed from my perspective). Only the driver can complete the ride and the options in the app to respond to that were not relevant to my situation. They were saying things like I was in an accident or other options that were not accurate. Nothing alluding to the fact that the ride was completed but the driver didnt properly end it. I then later see that my ride was completed and it stated the drop off location as ***************** and the final charge on my card was $108.56. You can see in the final ride recap that I was taken from ******** to ********* and then the ride went back down to ***************** in ********. I have since gone to the app and attempted to follow the prompts on the app to dispute this charge. However, when I click to dispute the charge and select I was overcharged I get another screen that says this ride doesnt qualify for a refund or ride credit when I then click to say this did not resolve my issue I just get taken to a survey screen of how satisfied I am with the support to resolve my issue. Nothing to further explain or dispute. This is completely unacceptable that Lyft does not allow any route for customers to dispute a charge. I want a refund of the $53 I was overcharged. And they should improve their app and service to make it possible to contact them and resolve issues like this.

    Lyft, Inc. is NOT a BBB Accredited Business.

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