Complaints

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

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• 

  Lyft, Inc.

  San Francisco, CA 94107-1725

• 

  Lyft, Inc.

  150 2nd Ave N Nashville, TN 37201-1934

• 

  Lyft

  1848 Wyoming Ave NW Washington, DC 20009-1882

• 

  Lyft, Inc.

  PO Box 87352 College Park, GA 30337-0352

• 

  Lyft Inc

  4050 E Cotton Center Blvd Ste 38 Phoenix, AZ 85040-8863

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.

• Initial Complaint

  Date:04/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 feel terrible about having to do this, please. I recently was removed from Lyft for reasons I am unaware but was contacted by a very if not extremely nice Lyft representative by phone named ****** who explained what she believed had happened and was reinstated right away in addition to recently having several Lyft holds placed on my **************** credit card totalling almost fifty dollars for rides that had been completed several days earlier having to address the matter with Lyft again who removed all of the holds. I attempted to schedule a ride to ************ ********************** this morning and my **************** credit card I just recently used prior to addressing the holds placed on my card with Lyft and have been using it with Lyft for well over a year with no problems was declined this morning saying thebpayment method ending in **** is not a valid payekent method, please. I attempted to try adding another payment method again entering my **************** card ending in **** which shows the word 'ok' when pressing save but will not allow me to add it to my account or use it as a result of Lyft declining my payment method. I addressed the matter with Lyft on the application asking for assistance and was told by their representative it is not Lyft's fault but my credit card and ****************es fault. I contacted **************** this morning speaking to their customer service representative **** who stated there is nothing at all wrong with my card and that it is Lyft's fault who are suddenly declining my payment method for some reason. Please, accept my apologies for having to file another complaint as I was not able in any way to receive a proper response from your customer service representative. Thank you.

  Business Response

  Date: 05/01/2023

  We are in receipt of BBB complaint case ********. ********************************* complaint concerns a payment method on ******* account.
  
  ***** wrote in to Support on 4/23/23. We were in correspondence with ***** that same day to inform ***** of the following:
  
  Like other companies, Lyft uses temporary authorizations to confirm a users payment method. The authorization will never actually process but may show as "pending" on the users bank statement. The users card issuer will remove the hold typically within 3-5 business days, and the card won't actually be charged. Once the user has paid for the ride and the card is successfully charged, Lyft immediately releases the authorization. Users should contact their bank for more information about the particular banks authorization policies and timelines.
  
  Additionally, if a payment method declines a new payment method will need to be entered in order to request rides once again.
  
  Lyfts temporary authorizations practice is disclosed and explained in Lyft's Terms of Service (********************************************).
  
  As we have further clarified our policy regarding authorization holds, we consider this matter resolved.

  Customer Answer

  Date: 05/01/2023

  Better Business Bureau: I will accept the company's response but are concerned when attempting for the first time to use Lyft after fifty dollars in holds were placed and removed on my credit card for rides I had taken previously it was declined for no reason and is suddenly not being allowed to use for rides and would appreciate your assistance in this matter, please. Thank you.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/27/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have been using Lyft for the past 3 weeks because my car broke down. I bought the promotional package what ever they offer.. A Lyft driver literally scolded me as soon as I got in the car. He was complaining because I I had ROUND TRIP STOP. You can literally seen that before you picked me up. He canceled my ride and Lyft still took my money

  Business Response

  Date: 04/28/2023

  We are in receipt of the BBB complaint case ********. **********************' complaint concerns an experience on the Lyft platform. The information provided in this complaint is insufficient for us to provide a substantive response to the complaint and no previous support interactions could be found regarding this complaint.
  
  We have been in contact with Essence to request the additional information necessary to appropriately respond to this complaint.
  
  As such, we consider this matter resolved.

• Initial Complaint

  Date:04/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 February 6 2023 I paid $83.72 for a Lyft ride which the app said would arrive in either 2 minutes (with priority) or 5 minutes (without priority). I chose priority but as soon as the ride was booked the app said it would arrive in 5 minutes, and continued to say it would arrive in 5 minutes for the 19 minutes I ended up waiting for the car. This fraudulent information prevented me from canceling the ride and seeking one from another provider, denying me the opportunity to receive the service I had paid for (a ride at a particular time). I sought out resolution from Lyft but received only a $4.73 credit for the priority fee, and while Lyft acknowledged fault for the long delay and fraudulent wait time reporting they repeatedly refused any additional compensation, which I require as I would never have booked the ride with a 19 minute wait had they reported it accurately. Lyft repeatedly ignored my requests and patronizingly deflected to the priority fee which is not the subject of this complaint or my original complaints to Lyft, which they have stopped responding to. The practice of falsely reporting shorter than accurate wait times on their app to fraudulently attract business away from their competitors is entirely inappropriate and I believe I should be entitled to a full refund of the charge as it was agreed to based on false premises. My correspondences with Lyft have request numbers ********* and *********, and in both cases Lyft stopped responding.

  Business Response

  Date: 04/27/2023

  We are in receipt of BBB complaint case #********. ********************************* complaint concerns a ride experience on the Lyft Platform.
  
  ******* contacted Support on Feb. 7, 2023. Our agents were in correspondence the same day to address *******'s concerns.
  
  As stated by our Terms of Service, All Charges are non-refundable. This no-refund policy shall apply at all times regardless of your decision to terminate usage of the Lyft Platform, any disruption to the Lyft Platform or Services, or any other reason whatsoever.
  
  As we have addressed *******'s concerns and clarified our Terms of Service, we consider this matter resolved.

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19990407
  
  I am rejecting this response because:

  This response is not accurate and does not address the substance of my complaint. While Lyft did respond to my message on February 7th they similarly did not address any of my concerns, and refused to respond to my follow up message. I contacted them again the next day and they again stopped responding after failing to address or even meaningfully comment on any of my concerns, as if they had not even read them.

  This response willfully neglects the fact that for 20 minutes the Lyft app provided me with fraudulent information about the wait time for my ride, and that my consent to payment and subsequently not canceling the ride was based solely on this false information. It is not acceptable for Lyft to refuse to refund payment agreed to under such false pretenses. I was denied the opportunity to book a ride from another vendor that would have arrived on time, as Lyft fraudulently reported a 5 minute wait time for 20 minutes straight. I expect a full refund and an apology for the massive inconvenience I have endured by not having my concerns addressed over my original email.

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/04/2023

  We are in receipt of the consumer rebuttal in BBB complaint case ********. ********************************* complaint concerns a ride experience on *******'s account.
  
  Before a user can access the ******************** platform, the user must agree to ********************'s Terms of Service. The Terms of Service appear when the user first signs up with ********************, and the new user must click that the user "accepts" the terms before the user can continue to use the service.
  
  Our Terms of Service clearly state, "We do not warrant that your use of the Lyft Platform or Services will be accurate, complete, reliable, current, secure, uninterrupted, always available, or error-free, or will meet your requirements."
  
  As we have clarified our Terms of Service, we consider this matter resolved.

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 19990407
  
  I am rejecting this response because:

  The substance of my complaint has still not been meaningfully addressed. My money was taken under fraudulent circumstances for a service I did not receive (a ride at a particular time), and I was denied by that fraud the opportunity to seek that service from a competent provider. Because the app falsely reported the wait time as 5 minutes for the entire 19 minute wait, I would not have been able to cancel the ride without being charged a late fee, even had I somehow deduced that the wait time would be so much longer than reported. I was never offered a refund when the ride came so egregiously late. I consider these circumstances a blatant act of extorsion, charging me for an expensive ride under false pretenses and fraudulently eliminating any option to cancel the charge. I expect a full refund as I did not receive the service I paid for and was fraudulently prevented from canceling the charge before the car arrived, as well as an apology for wasting so much of my valuable time.

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/26/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 beyond frustrated. I reached out via Lyft chat through their app. and an agent did not even look into the random charges that have appeared on my bank statement. I asked for help in deleting the payment method on file because I didn't see the "delete" option and they told me how. But, their way wasn't working. Luckily, I figured it out; however, I am still concerned about the charges on my bank account. After refusing to help me remove my payment method, they said, "if there's nothing else I can help you with, I'm going to end this chat" or something along the lines of that. I asked about the unauthorized charges and they ended the chat. either lyft doesn't take fraudulent charges seriously OR this agent needs fired. the charges aren't a lot however its concerning when i have random charges, no matter how much the amount is. i want to be refunded for the amounts charged to my account as well as an apology or action taken against the agent who refused to assist me. this is all while I'm dealing with stressful events (a death) in my life.

  Business Response

  Date: 04/27/2023

  We are in receipt of BBB complaint case #********. ********************* complaint concerns charges **** incurred on ****** Lyft account.
  
  **** wrote in to Support on 4/26/23 to report these charges. Our agents have been in correspondence with **** to inform **** that the account making the charges was ****'s, and as such, no refund has been issued.
  
  As stated by our Terms of Service, All Charges are non-refundable. This no-refund policy shall apply at all times regardless of your decision to terminate usage of the Lyft Platform, any disruption to the Lyft Platform or Services, or any other reason whatsoever.
  
  As we have followed up with **** and clarified our Terms of Service, we consider this matter resolved.

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19987582
  
  I am rejecting this response because: Lyft needs to reread my complaint. I am not requesting a refund for rides I took. I am requesting a refund for fraudlent charges that are on my bank account. ******************** took charges from my account which I am not aware of. These charges are also not in my ride/payment history. See attached and what is circled in the image. As an organization, Lyft is obligated to look into these charges.

  I was told by agents that my concern would be escalated and I havent received a response from anyone in days. 
  
  Again, please read my concern throughly and act like you care about your customers, rather than send prewritten responses.
  

  Sincerely,
  
  *****************

  Business Response

  Date: 05/04/2023

  We are in receipt of consumer rebuttal in BBB complaint case #********. ********************* complaint concerns charges on ****'s Lyft account.
  
  As stated by our Terms of Service, All Charges are non-refundable. This no-refund policy shall apply at all times regardless of your decision to terminate usage of the Lyft Platform, any disruption to the Lyft Platform or Services, or any other reason whatsoever.
  
  As we have followed up with **** and clarified our Terms of Service, we consider this matter resolved.

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 19987582
  
  I am rejecting this response because: again, I do not want a refund. Im asking about two unauthorized charges on my account. Since they are, in fact, unauthrozized I am entitled to a refund. I was told that a Lyft team would be following up with me but I havent received a response. That was weeks ago. So, AGAIN, for the third time: I do not want a refund for the rides I took. However; there are TWO unauthorized charges on my account. I hope for the third time that was clear enough for you.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:04/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 25, 2023 at 5pm my husband and I requested a Lyft to take ** from our home in ****** Beach ** to Manhattan, ********* Theater at ***********************************************. We had tickets to see a play at 7pm. This is normally a 40 min to 1 hour ride depending on traffic. The driver asked ** if we were going to Manhattan and we said yes. The ride is very direct from our home. This driver did not take the direct route which is *************, becomes ************** to the LIE through the ************** then through the right side to 41st street. This driver took the ************, towards *********** towards Long Island. We said where do you think you're going?! She made a circle turn back to ****** Beach and from that point my husband had to direct her. We went through all our local neighborhoods before she got to the blvd. She drove ridiculously slow and we had to ask her more than 4 times to go at a faster speed, within normal range allowed. By this time it was already 6pm and we were only 10 minutes from where we started!! We were extremely angry. When she finally got on the LIE and into the ************** she did not go towards the uptown exit, she went downtown!! By the time she went up *********** to 8th Avenue it was already 6:35pm and we were very concerned about missing the play. At 6:45 she finally got to 40th and 8th. We told her to let us out. She wasn't even trying to get us there on time. We very quickly walked 14 blocks!! I notified lyft of everything that happened. All I got was an automated email apologizing for our bad experience. Nothing else. They charged ** $75 for a ride that should at most should have only taken one hour. This driver had no idea what she was doing and didn't care. Neither does lyft.

  Business Response

  Date: 05/01/2023

  We are in receipt of the BBB complaint case ********. ************************* complaint concerns an experience on the Lyft platform. The information provided in this complaint is insufficient for ** to provide a substantive response to the complaint and no previous support interactions could be found regarding this complaint.
  
  We have been in contact with ***** to request the additional information necessary to appropriately respond to this complaint.
  
  As such, we consider this matter resolved.

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19984038
  
  I am rejecting this response because: they were not willing to take any responsibility for the actions of the driver. They also were not willing to negotiate any monetary resolution to this matter.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/04/2023

  We are in receipt of the consumer rebuttal in BBB complaint case ********. ************************* complaint concerns a ride experience on ******* account.
  
  Before a user can access the ******************** platform, the user must agree to ********************'s Terms of Service. The Terms of Service appear when the user first signs up with ********************, and the new user must click that the user "accepts" the terms before the user can continue to use the service.
  
  Our Terms of Service clearly state, "We do not warrant that your use of the Lyft Platform or Services will be accurate, complete, reliable, current, secure, uninterrupted, always available, or error-free, or will meet your requirements."
  
  As we have clarified our Terms of Service, we consider this matter resolved.

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 19984038
  
  I am rejecting this response because: lyft, regardless of their "policies" should take responsibility for what occurred.  If lyft continues with their flippant attitude and offer no substantial form of restitution this matter will continue stay unresolved. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 22, 2023 I requested a Lyft ride. After several driver cancellations, the Lyft app routed me to an individual who was a far distance away and was still in the process of completing another ride. While that other ride was still in process and before the driver even began to make his way to my pick up location, I canceled my ride request as it did not meet my time requirements. The projected time of arrival of the driver was far beyond what was stated on the app when I initially booked the ride. Lyfts projected times of pick up are deceptive and misleading representations particularly since I was charged a seven dollar cancellation fee. I attempted to resolve the issue directly with a customer support specialist, *****************************, who refused to reverse the charge.

  Business Response

  Date: 04/26/2023

  We are in receipt of the consumer rebuttal in BBB complaint case ********. A P's complaint concerns a ride cancellation fee.
  
  Before a user can access the ******************** platform, the user must agree to ********************'s Terms of Service. The Terms of Service appear when the user first signs up with ********************, and the new user must click that the user "accepts" the terms before the user can continue to use the service.
  
  Our Terms of Service clearly state "After requesting a ride you may cancel it through the app, but note that in certain cases a cancellation fee may apply. You may also be charged if you fail to show up after requesting a ride. Please check out our *********** to learn more about Lyfts cancellation policy, including applicable fees.
  
  As we have followed up with A and further clarified our Terms of Service, we consider this matter resolved.

• Initial Complaint

  Date:04/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 love working here and I am afraid to come forward. But I need help. I am not getting anywhere with support.I have not been paid nor will they tell me if my pay is being processed. They keep saying a different team is going to contact me. The guy yesterday said that if I do not hear anything by 24 hrs to check back. Nothing they still have not emailed me or nothing. I am seeking legal advise because I am trying to pay bills this week and I may have to take a loan in order to pay for my bills. This puts me in more debt. I have the proof of when I drove and what I am owed. I dont understand why they can take the money for the rental but not give me my money or tell where my money is. They will not even given me and investigation time frame window. I am a patient person but to be patient with no understanding to what is happening is crazy! Please help me.

  Business Response

  Date: 05/02/2023

  We are in receipt of the consumer complaint case in BBB complaint case #********. ********************* complaint concerns earnings and the security of ****** Driver account.
  
  **** wrote in to support on April 19th to report earnings related concerns. Our agents have been in correspondence with **** to inform **** that Lyft will never call or text to offer Lyft incentives. Our agents also informed **** that Lyft would be issuing a bonus as a one time courtesy.
  
  As stated by our Terms of Service, "You are the sole authorized user of Your account. You are responsible for maintaining the confidentiality of any password provided by You or Lyft for accessing the Services. You are solely and fully responsible for all activities that occur under Your password or account."
  
  As we have followed up with **** and clarified our Terms of Service, we consider this matter resolved.

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 19983769
  
  I am rejecting this response because: Lyft is not taking responsibility for their lack of actions as well as lied stating they offered a bonus of which I have not been offered or received. They did although pay me most of my money. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/04/2023

  We are in receipt of the rebuttal in BBB complaint case ********. ********************* complaint concerns earnings and the security of ****** Driver account.
  
  **** wrote in to support on April 19th to report earnings related concerns. Our agents have been in correspondence with **** to inform **** that Lyft will never call or text to offer Lyft incentives. Our agents also informed **** that Lyft would be issuing a bonus as a one time courtesy of the funds.
  
  As stated by our Terms of Service, "You are the sole authorized user of Your account. You are responsible for maintaining the confidentiality of any password provided by You or Lyft for accessing the Services. You are solely and fully responsible for all activities that occur under Your password or account."
  
  As we have followed up with **** and clarified our Terms of Service, we consider this matter resolved.

• Initial Complaint

  Date:04/26/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 had my car and belongings stolen, boulder county police report 2021-829. Someone had access to all of my accounts as well as my phone. Someone proceeded to use my lyft account to take rides around town. I finally got into that old email account after months of trying and I got email receipts proving that I was charged for the rides. I tried getting in touch with lyft for months, on chat I was ridiculed and continuously asked about the last 4 digits of the card and the expiration dates of the card that was stolen. It must have happened 5 times over 3 months. Never once was I able to talk to a real person and never once was I taken seriously. The rides equaled close to 200 dollars and for a disabled female with a head injury on a fixed income thats 1/4 of my monthly income. I have the receipts that showed where they went the card that was charged and even the name of the driver yet they still wanted information that was stolen from me resulting in these rides. Beyond upsetting and I felt such a disrespect. Lyft acted as a bully who was teaming up with the enemy allowing them to steal from me, but making it hard on the victim. The opposite of fair. Obviously greed is involved and fused with the bad guys it seems like a cyber assault for me. Identity theft was reported.

  Business Response

  Date: 05/02/2023

  We are in receipt of BBB complaint case #********. *************************** complaint concerns charges incurred on *******'s credit or debit card.
  
  ******* wrote in to Support on 12/19/22 to report these charges. Our agents were in correspondence with ******* the same day and informed ******* that the account making the charges belongs to a friend or family member. As such, our agents instructed ******* to resolve this concern with that individual directly.
  
  As stated by our Terms of Service, "We are not responsible for the use of any personal information that you disclose to other Users on the Lyft Platform or through the Services."
  
  As we have followed up with ******* and clarified our Terms of Service, we consider this matter resolved.

• Initial Complaint

  Date:04/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 drive an Electric Vehicle through lyft express drive program, I was told that there is a bonus program where you can earn money every week to drive the *** like 150 dollars a week.I got the ** on March 1, 2023. I was waiting for my ev bonus which never came. Now I hit the ** bonus on April 21, 2023. But Previous payments are missing for my ** bonus. I made the minimum rides per week most weeks 50, and sometimes I make 90 rides, I am the highest tier driver Platinum, I attempt to do the best job and communicate, but customer service wherever ********************** outsources their calls to is horrible.Source:************************************************************************************** Here is the policy section for rental vehicles:Getting the Express ******** Multi-Tier Bonus If youre eligible for the Express Drive Multi-Tier Bonus, you'll see the details when you open your Driver app. This promo is currently offered to ********** Express Drive renters only.As you hit your ride goals, you can earn 3 different bonus tier amounts. If you complete rides for the 1st tier, youll see the bonus on your next weekly earnings summary. Complete the 2nd and 3rd tiers, and Lyft will add each tier bonus to your earnings. You can complete just one tier, two tiers, or all three tiers and still receive a bonus.***My rides are on record, I have given more than 50 per week numerous times.I am requesting the money that is owed to me for the work I have completed in accordance w the company policies, I have attempted 2 phone calls and 3 text message sessions, the call center will not assist in getting my pay they just send me the policy that says "All 100% Electric Vehicles, except for those rented through the Express Drive program, are eligible for the $150 ** Bonus." Misunderstanding is if you own the car you get 150 for 50 rides a week, if you rent the car you need to do 90 rides to get the third tier of 150, $ 60 $20 then $70.Thank you for stepping in for this matter.

  Business Response

  Date: 05/01/2023

  We are in receipt of BBB complaint case ********. ************************************* complaint concerns a ** bonus.
  
  ******* reached out to Support on 4/25/23. Our agents have since been in correspondence with ******* and confirmed that ******* has an active ** bonus promotion on *******'s Lyft account. Our agents have informed ******* the ** bonus did not become active on *******'s account until Apr 21, 2023. 
  
  Additionally, to see the terms and conditions for the ** ride challenge for ********** drivers, check out our  Help Article. 
  *****************************************************************************************************;
  
  As such, we consider this matter resolved.

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19983505
  
  I am rejecting this response because:

  as I told lift customer service several times several attempts over several different days very clearly when a driver drives an electric vehicle for the company lift they qualify for the electric vehicle bonus specifically the dispute is that I drove the electric vehicle for 6 weeks and lift failed to add the electrical vehicle bonus to my account the sums and the totals will be added once the agreement is reached that lift will take responsibility for holding up their end of the bargain when a driver accepts to drive the electric vehicle they are told that they will get an electric vehicle bonus every week for hitting minimum number of rides that is the agreement whether or not the application automatically does it or not is irrelevant that is an error on lyft's part not the driver's part the fact remains that I reach the minimum rides while driving the electric vehicle and lift owes me roughly $500 I am currently driving the electric vehicle and I am eligible for the $150 a week electric vehicle bonus the same as I was eligible to receive the electric vehicle bonus from the beginning on the first day that I got the electric vehicle and started driving it for Lyft I don't understand why Lyft doesn't understand that they are not giving their drivers the bonus that they said that they would give them your advertisement says that if you drive an electric vehicle you will get bonuses and that is the understanding that the drivers have if no one at Lyft can understand that the numbers are there the rides numbers are in your system the contract is in your system that I'm in the express Drive rental program with the electric vehicle and the vehicle is registered in your system if no one there has the power to overturn to pay the bonuses that you promised to pay you can continue on denying and then these claims will go through the legal system either way this pursuit of these monetary claims will not be dropped until a settlement is reached or a judgment is reached so continue on denying claims do whatever you want to do it is your free will I understand companies have to protect every ***** but this agreement was made in good faith and now lift is not honoring their end of the agreement it is a simple matter of doing what you said you were going to do I said I was going to drive and I drive you said you were going to pay me for driving electric vehicle and you didn't who do you think is wrong in this situation you figure it out you guys get paid good money for that

  
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 05/04/2023

  We are in receipt of the consumer complaint case in BBB complaint case #********. ************************* complaint concerns a ** bonus.
   
  ******* wrote in to support on April 25, 2023 to report has an active ** bonus promotion on *******'s Lyft account. Our agents have been in correspondence with ******* to inform ******* that the ** bonus did not become active on *******'s account until Apr 21, 2023. 
   
  Additionally, to see the terms and conditions for the ** ride challenge for ********** drivers, check out our Help Article.
  *****************************************************************************************************;
   
   As we have followed up with ******* and clarified our Terms of Service, we consider this matter resolved.

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 19983505
  
  I am rejecting this response because:

   

  You fail to address the primary complaint when you advertise a bonus for electric vehicles and you promised to pay a weekly amount when a person signs up for that program they should be getting the bonus every week from the first week that they signed up instead of paying from the first week which was March 1st you started paying in April 23rd this complaint is to recoup the funds from the previous six weeks that you did not pay even though you promised to pay that you admitted that the vehicle qualifies and is in the program your program started in December the Vehicle Record show that it qualifies since the vehicle started in March of ******************************************************* December of 2022 your failure to add my vehicle to the program has nothing to do with the Driver's Responsibility I accepted the contract which was to use the electric vehicle and received the electric vehicle bonus for driving the electric vehicle you essentially admitted that you are at fault because the facts of the case are against you I recommend that you take action to compensate the back pay that's owed got to *** him to get the money cuz I that's fine I'll see you in a big deal I'd rather you just give me the money that you owe me, roughly 500 dollars.

  this matter will be resolved when you back pay me my $500 worth of EV bonuses

  
  Sincerely,
  
  *********************************

  Business Response

  Date: 05/17/2023

  We are in receipt of the rebuttal in BBB complaint case ********. ********************************* s complaint concerns a ** bonus.
  
  ******* reached out to Support on 4/25/23. Our agents have since been in correspondence with ******* and confirmed that ******* has an active ** bonus promotion on *******'s Lyft account. Our agents have informed ******* the ** bonus did not become active on *******'s account until Apr 21, 2023. Since the vehicle was not registered as **, the promotion was not eligible. 
  
  Our agents have also informed ******* that moving forward as the vehicle on *******'s account is properly registered, the ** bonus promotions will continue.
  
  Additionally, to see the terms and conditions for the ** ride challenge for ********** drivers, check out our  Help Article.
  *****************************************************************************************************;
  
  As such, we consider this matter resolved.

  Customer Answer

  Date: 05/20/2023

   
  Complaint: 19983505
  
  I am rejecting this response because:

  "Since the vehicle was not registered as **, the promotion was not eligible. "

  No. Your company LYFT, failing to register the 2023 POLESTAR 2 100% ELECTRIC VEHICLE, as an electric vehicle has absolutely nothing to do with the driver, your failure to acknowledge the electric vehicle as an electric vehicle is the application or the company LYFT EMPLOYEES error, there's nothing the driver<me> can do to "register" an electric vehicle with your system, I clicked RENT ELECTRIC VEHICLE in your app and you PROMISED TO PAY ** BONUS, you failed to pay the ** BONUS, AND STATE IT IS BECAUSE THE VEHICLE WASNT REGISTERED, yes I agree with you that LYFT MISTAKENLY DID not register the car as an ev and did not pay me my bonus. This is why I asked you and your agents who work OUTSIDE ***************** and seemingly do not understand simple English, lyft failure to acknowledge the vehicle I rented from LYFT/HERTZ as an electric vehicle within the lyft app caused the vehicle to not be earning ** BONUSES AS I WAS DRIVING FOR 6 WEEKS, I AM ASKING LYFT TO CORRECT THEIR MISTAKE and give me my 600 dollars in ** BONUSES THAT LYFT OWES ME FOR COMPLETING THE RIDES IN THE ** **ERY WEEK, regardless if the vehicle was getting the bonus in your app, the vehicle as an electric vehicle qualifies SIMPLY BY BEING ELECTRIC AND BEING DRIVEN IN LYFT, WHICH IS WHY YOU OWE ME 600 DOLLARS, THE AGREEMENT WAS FOR ME TO GET THE ** BONUSES FOR GETTING THE RENTAL CAR AND DRIVING IT, I GOT THE ** AND DROVE IT, BUT YOU FAILED TO GIVE ME MY BONUSES WEEK AFTER WEEK, N**ER WAS I THE DRIVER SUPPOSED TO APPLY OR REGISTER THE ** AS AN ** BONUS VEHICLE, THAT PROCESS IS AUTOMATIC NOW, IT MAY NOT HAVE BEEN OR SOMEONE FORGOT TO APPLY IT, I don't know, but that has nothing to do with me the driver who rents the car and drives, the matter of administration and handling cases is your company job and I'm letting you know for the 10th or 12th time, you owe me for the weeks I was driving the ** and the rides I did added up to around 500 to 600 dollars in bonuses, why you are telling me the vehicle wasn't registered as an answer is beyond me, that is the problem you failed to register it in your app systems, and I'm telling you the solution is to pay me my bonuses. AGAIN

  LYFT ADVERTISES:

  "Through the end of ****, the Electric Vehicle (**) Bonus is $150 for 50 rides using a qualifying electric vehicle"

  EXPRESS ******** RENTAL I RENTED QUALIFIED THE MOMENT I APPLIED AND WAS APPROVED AS SEEN HERE:

  ***Getting the Express ******** Multi-Tier Bonus
  If youre eligible for the Express Drive Multi-Tier Bonus, you'll see the details when you open your Driver app. This promo is currently offered to ********** Express Drive renters only.
  As you hit your ride goals, you can earn 3 different bonus tier amounts. If you complete rides for the 1st tier, youll see the bonus on your next weekly earnings summary. Complete the 2nd and 3rd tiers, and Lyft will add each tier bonus to your earnings. You can complete just one tier, two tiers, or all three tiers and still receive a bonus.
  Tracking the Express Drive Multi-Tier Bonus
  Tap the promo on the home screen to see more info.
  Once you complete rides for the first tier, the circle will fill, and you will move to the next tier. Lyft will add any bonuses earned to your earnings on your next weekly summary.***

  YOU ARE IN VIOLATION OF YOUR POLICIES BY NOT PAYING ME MY ** BONUS.

  I am requesting my pay for 6 weeks of driving the express rental ev and the appropriate earnings levels that come with those bonuses paid immediately to my accounts.
  
  the matter is not resolved until you pay me what I earned, *** you should consider implementing traini g both for your customer service to understand this policy does apply to rental evs, which in the rules is unclear to non english native speakers due to the two programs one being owning an ev and one renting and ev as seen here:

  ***** Ride Challenge
  
  
  Through the end of ****, the Electric Vehicle (**) Bonus is $150 for 50 rides using a qualifying electric vehicle.
  Completed rides (with pickups in the *******************, using a qualifying **) count towards the ride requirement.
  Note: This ** Ride Challenge is only available to drivers with a personal vehicle. You can view details on the ** multi-tier bonus for Express Drive renters in ********** below.***

  And again seen here on rule 5

  ***All 100% Electric Vehicles, except for those rented through the Express Drive program, are eligible for the $150 ** Bonus.***

  this makes it unclear to non english speakers and was an issue at first for why the vehicle MISTAKENLY WASNT ADDED TO THE ** PROGRAM BONUSES FOR EXPRESS DRIVE RENTAL ** BONUS, WHICH IS SEPERATE FROM OWNING AN ** ELECTRIC BONUS, one has 50 rides for 150, and the other is 3 tiers for 150, 50 rides 20 more and 20 more for 90 rides equaling 150 bonus for renters,

  your company mistakenly told me my vehicle does not qualify for the electric vehicle bonus and now tells me it wasnt registered, you ADMIT LYFT FAILED TO REGISTER MY ** into the EXPRESS VEHICLE ** BONUS PROGRAM. Now what a competent customer service agent would do is CORRECT the problem by issuing the payment owed AND ensuring the staff were properly trained moving forward so it doesnt happen again, instead of dismissing it as a non issue.

  APRIL 25 2023 LYFT CUSTOMER SUPPORT CHAT LOG, PICTUREs ADDED* SAYS:

  "...Electric Vehicles rented through the Express Drive Program are not eligible to complete the Electric Vehicle ** Ride challenege .."

  This is the error by lyft and lyft customer service for NOT giving the qualified vehicle and driver the bonuses.

  What makes it more confusing for lyft BTW is the bonus only applies to ********** driver's and non *** residents working for lyft would ha e to be familiar with *** GEOGRAPHY in order to understand the exceptions, as well as the language, causing more errors for lyft drivers and the company as a whole.

  So I recommend including *** GEOGRAPHY class to lyft customer service training as well.
  
  *********************************

• Initial Complaint

  Date:04/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 March 13th at 12:48 am, I picked up a group of 6 ridesr. It became apparent that the rider who rode in the front seat was intoxicated. He flung my door open all the way, and plopped into the car. When he did so, the door got stuck on the sidewalk. When he couldn't close the door, he used both hand to yank the door free and slammed it shut. When I said something, he told me it was okay because it was stuck. He and his friends proceeded to argue about it in Spanish thinking I wouldn't understand any of it. I dropped them off and filed a damage complaint. I was given 150 toward the repair of the door from LYFT. However, the repair costs total ******. I have tried to contact LYFT and they only have online customer support. They tell me thats all they can do, wont escalate it to a supervisor, wont have a supervisor call me, wont give me their address to file for small claims court, or arbitration or give me the riders contact information (understandbly since its a privacy and safety issue). I want to be fully compensated for the damage caused by the rider

  Business Response

  Date: 04/26/2023

  We are in receipt of BBB complaint case #********. ***************************** complaint concerns a damage claim that ******** has submitted to Lyft.
  
  ******** reached out to our Support team on March 13, 2023, and our agents were in contact with ******** that same day to inform ******** that we may elect to compensate a driver when there is damage caused to the vehicle which cannot be remedied by routine maintenance and upkeep. ******** was given a damage fee but requested a fee increase which support denied.
  
  When ******** accepted Lyft's Terms of Service ******** acknowledged that Lyft "may charge a damage fee. . . . of up to $250 depending on the extent of the damage (as determined by Lyft in its sole discretion) As such, no damage fee has been issued.
  
  As we have clarified our damage policy, we consider this matter resolved.

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19980866
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 05/04/2023

  The Terms of Service regarding damages to a drivers vehicle reads as follows:
  
  Damage Fee. If a Driver reports that you have materially damaged the Driver's vehicle, you agree to pay a Damage Fee of up to $250 depending on the extent of the damage (as determined by Lyft in its sole discretion), towards vehicle repair or cleaning. Lyft reserves the right (but is not obligated) to verify or otherwise require documentation of damages prior to processing the Damage Fee.
  
  This refers to what the Rider can expect, as it is written to the Rider. If LYFT does not account for damages that are more than $250.00, then LYFT should cover the difference in the cost of the repairs. LYFT expects drivers to maintain a vehicle that is clean, safe and in good condition.
  
  LYFTs terms of Service do not indemnify them from total costs of damages caused by a rider that exceed their $250.00 damage fee. LYFT will not release the Riders confidential information to allow for the driver to file a small claims case against the Rider

  Business Response

  Date: 05/10/2023

  We are in receipt of BBB complaint case ********. ***************************** complaint concerns a damage claim that ******** has submitted to Lyft.
  
  ******** reached out to our Support team on 3/13/2023, and our agents were in contact with ******** that same day to inform ******** that we may elect to compensate a driver when there is damage caused to the vehicle which cannot be remedied by routine maintenance and upkeep. ******** was given a damage fee but requested a fee increase which support denied.
  
  When ******** accepted Lyft's Terms of Service ******** acknowledged that Lyft "may charge a damage fee. . . . of up to $250 depending on the extent of the damage (as determined by Lyft in its sole discretion) As such, no damage fee has been issued.
  
  As we have clarified our damage policy, we consider this matter resolved.
  

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 19980866
  
  I am rejecting this response because:  According to the terms of service "Damage Fee. If a DRIVER  REPORTS THAT YOU have materially damaged the Driver's vehicle, you agree to pay a Damage Fee of up to $250 depending on the extent of the damage (as determined by Lyft in its sole discretion), towards vehicle repair or cleaning. Lyft reserves the right (but is not obligated) to verify or otherwise require documentation of damages prior to processing the Damage Fee."  This part of the Terms of Service are directed to the rider...not the driver.  LYFT did not perform an inspection on my vehicle.  They have used pictures of the damage to the vehicle.  They have not submitted a parts and labor estimate that qualifies this repair only costing $150...which is the amount that LYFT offered as damage compensation.  No where in the terms of service does LYFT indemnify themselves from damages cause by a rider and paying a portion of the costs assumes the liability of the damages.  Since LYFT does not provide rider information to Drivers so that we can exercise our right to *** for damages, LYFT must assume that liability.  A partial payment of the damages estimate is not sufficient to remedy this claim as I should not have incurred costs for this ride.  I am working as an independent contractor for LYFT to MAKE money, not pay money to maintain the position.  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/11/2023

  We are in receipt of the consumer rebuttal in BBB Complaint Case ********. ***************************** complaint concerns a damage claim that ******** has submitted to Lyft.
  
  ******** wrote into Support on 3/13/2023 and our agents were in contact with ******** that same day to inform ******** that we may elect to compensate a driver when there is damage caused to the vehicle which cannot be remedied by routine maintenance and upkeep.
  
  Our Support team reviewed ********'s report for the damage claim and was properly compensated for the damage ******** had reported.
  
  When ******** accepted Lyft's Terms of Service, ******** acknowledged that Lyft "may charge a damage fee. . . of up to $250 depending on the extent of the damage (as determined by Lyft in its sole discretion). As such, the correct amount for the damage fee was given.
  
  As we have clarified our damage policy, we consider this matter resolved.

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 19980866
  
  I am rejecting this response because: my damages were more than $150 and I wouldn't keep compensation either by the rider or LYFT.  I will accept mediation proceedings or an concrete address to file small claims suit.
  
  Sincerely,
  
  *************************