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

  715 Saint Paul St C/o Incorporating Services Of Md, Ltd Baltimore, MD 21202-2311

• 

  Lyft Rideshare

  2992 forest lane Dallas, TX 75234

• 

  Lyft, Inc.

  7255 S Tenaya Way STE 300A Las Vegas, NV 89113-2186

• 

  Lyft

  601 E Sunrise Blvd Fort Lauderdale, FL 33304-2708

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:02/10/2023

  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.

  Lyft refused to give me my money. I asked to speak to manager, Manager has not contacted me. They already being ***d and I plan to *** them next.

  Business Response

  Date: 02/11/2023

  We are in receipt of BBB complaint case ********. ***************************** complaint concerns ****'s driver earnings.
   
  **** wrote in to Support on 02/10. Our Risk Team was in correspondence with **** the same day and informed **** that the ride was flagged and reviewed for an attempt to defraud or abuse Lyft or Lyft's payment systems.
   
  Per Lyft Terms of Service, "If we suspect that you have engaged in fraudulent activity we may withhold applicable Fares or other payments for the ride(s) in question."
   
  As we have followed up with **** we consider this matter resolved.
   

• Initial Complaint

  Date:02/10/2023

  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.

  On February 3rd I used Lyft services, billing my debit account nearly 90 dollars, when it turned out I needed the service for one more ride. Lyft would not allow me to bill the additional ride to the same card (for whatever reason unknown to me). So, I was forced to add money from that account to a feature known as Lyft wallet. Because, I only required $25 for the ride, that's all that I added to the wallet. But unbeknownst to me, the wallet had a automatic renewal feature which took an additional 25 dollars from my account once the funds I added had been used, within minutes of paying with the funds in the wallet. After seeing this, I turned off the automatic renewal feature and contacted the company about refunding my money. I was told through webchat that the issue was resolved and that I could expect my refund within 5 days. This a whole week later and I HAVENOT RECEIVED MY MONEY THAT WAS SNEAKINGLY TAKEN FROM ME! I attempted to contact the company through email but have yet to get a reply. I'm ending my relationship with this company permanently because I don't trust them having access to my funds, when it's so hard to get in touch with anyone in the company. I've filed a claim with my bank and will wait for the results.

  Business Response

  Date: 02/11/2023

  We are in receipt of the consumer rebuttal in BBB complaint case ********. *************************** complaint concerns ********'s Lyft Cash purchase being refunded.
  
  ******** wrote in to support on Feb 3, 2023 to report a request to withdraw ********'s Lyft Cash balance. Our agents have been in correspondence with ******** to inform ******** that a refund of the Lyft Cash amount was made and how to turn off the Lyft Cash refill option.
  
  Additionally, our agents have informed ******** that it will take 5-7 business.
  
  As we have followed up with ********, we consider this matter resolved.

  Customer Answer

  Date: 02/14/2023

  Complaint: 19385607

  
  

  I am rejecting this response because:

  The funds were never reimbursed. Today marks 12 days since the incident and no refund had been issued.I'm 

  working with my bank to provide a provisional reimbursement while my case is investigated. The response is false.

   

  Sincerely,

  
  

  Adrionne *******

  Business Response

  Date: 02/16/2023

  We are in receipt of the consumer rebuttal in BBB complaint case ********. *************************** complaint concerns Adrionne's Lyft Cash purchase being refunded.
   
  ******** wrote in to support on Feb 3, 2023 to report a request to withdraw ********'s Lyft Cash balance. Our agents have been in correspondence with ******** to inform ******** that a refund of the Lyft Cash amount was made and how to turn off the Lyft Cash refill option. We confirmed the agent who helped, provided the refund of $25. 
   
  As we have followed up with Adrionne and clarified our Terms of Service, we consider this matter resolved.

• Initial Complaint

  Date:02/10/2023

  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.

  Lyft is constantly overcharging for rides. The drivers are taking inefficient routes that make the ride cost more than originally priced. If a driver gets lost they charge you more for the ride. It's impossible to dispute a charge and you can't talk to a person. I've been charged an extra $20 because the driver got lost. Lyft does nothing about it. I have where the same ride is doubled in cost.

  Business Response

  Date: 02/10/2023

  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 ********* to request the additional information necessary to appropriately respond to this complaint.
  
  As such, we consider this matter resolved.

• Initial Complaint

  Date:02/09/2023

  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 recently have had some transportation problems, and began looking into ride-sharing services such as Uber, and Lyft to circumvent my commute needs. After some digging, I found that Lyft was the less costly option, and downloaded / installed the Lyft App on my phone, then began using it to request rides from Lyft. I was paying for these rides as they were setup by use of my debit bank card, until I discovered that you could deposit funds into something called a 'Lyft Cash Balance' within the application, and use this balance to pay for rides with as needed. As such, I began to add funds to my balance in the app, for future rides, to the point where now I have in excess of $80 in my Lyft Balance. I use this balance to pay for every ride I setup, so the card is no longer being used at all, but Lyft has begun some policy that requires you to 'Verify your payment source' using the built in scanner function within the phone app. This would not be a problem except that the scanner in the application will not actually scan your document, and you cannot request a ride until you finish the verification step.This is compounded by two other issues with their business model that have brought me here for an attempt at resolution.Firstly, despite being a business that is completely reliant on a smartphone application to function, they do not appear to have anything that even resembles an IT Department, and so cannot do anything to correct a technical failing. Add this to the fact that upon numerous attempts to work out this issue with their so called 'Support' staff, they swear up and down that their scanner is working as intended, claiming that you are not using it correctly. They also have no0 ability to override the applications 'Verification procedure', meaning they cannot accept a picture take of the payment card source in lieu of the scan of it. Secondly, they have a no refunds policy regarding funds added to their app's balances.

  Business Response

  Date: 02/10/2023

  We are in receipt of BBB complaint case #********. ********************************* complaint concerns authorization holds on *********** account.
   
  ********* contacted Support on Jan. 4, 2023. We were in correspondence with ********* to inform ********* that there were multiple failed authorization attempts on *********** default payment method. As the authorizations failed, ********* was unable to request a ride and utilize the Lyft Cash on *********** account. 
  Our agents informed ********* that ********* would need to reach out to *********** financial institution for additional information if there were sufficient funds on *********** payment method.
   
  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.
   
  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.
   
  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: 02/11/2023

  Better Business Bureau:
  
  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:02/09/2023

  Type:Product 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.

  Number one I request not to have any status change on my Lyft account because Im reporting this because for a little while you blocked me because I said it without naming the name ***** but now I know his name ***** so let me tell you a little bit about ***** I wouldnt want to cross the street to target to pick up nicotine, and when the lady came to the car in the meanwhile, he was asking me for a date, and I said no and as soon as the nicotine arrived, I said Im a federal officer, so thats again no Im not gonna go on a date with you. Im just here to pick up my gum and he took me back to my house and he basically sent me off with a f*** you and he took my number in for the next two months I had to deal with sexual text messages that came through asking me for dates showing me pictures of him. Youre an idiot, the gas station the toilet and because he didnt touch me I cant report it to a lawyer, but Im reporting it to you, so what I would like you to do is refund all my Credits, which I usually spend only six hours with you a ride and I would like you to give me a corporate check of all my credits without closing my account because I moved to ******* and hes nowhere near me I hope *** first photo I upload its going to be called ***** on there actually theres two photos on there that are from a receipt of ***** and thats only six dollars and thats why I stopped using Lyft then if you total all receipts from the company it would be a gratitude to a fema emergency manager of quality appraisal refund of which should be mailed to my new address in a corporate check only

  Business Response

  Date: 02/10/2023

  We are in receipt of BBB complaint case #********. *********************** complaint concerns multiple rides taken on *****'s account.
  
  ***** reached out to support on multiple occasions concerning a variety of unpleasant experiences ***** encountered on the Lyft platform. Each of these interactions was met with a response from our support team and appropriate actions were taken in response to each report.
  
  Additionally, 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 taken all appropriate actions for these complaints, we consider this matter resolved.

  Customer Answer

  Date: 02/10/2023

  Better Business Bureau:
  
  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:02/09/2023

  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 took a Lyft ride from one hotel to the next. It was in Downtown **. The driver wasnt following the route, missed multiple exits, and when I questioned him he started yelling at the top of his lungs, threatened to drop me and my luggage off on the side of the highway until I threatened to call 911. I want my money back which was around $50 plus my next ride free.

  Business Response

  Date: 02/10/2023

  We are in receipt of BBB complaint case #********. ***************************************** complaint concerns an incident with a Lyft driver..
  
  We have escalated this concern to the appropriate department and will be following up with ****************************
  
  As the appropriate department has been notified of ******** concern and will be in correspondence with ******* with more information, we consider this matter resolved. 

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 19374170
  
  I am rejecting this response because:they havent addressed anything. They were aware of this situation right after it transpired because I informed them through their app and messaged customer service. This response from them is solely to close a case against them. Ill just continue to keep filing these until I consider this matter closed.
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 02/16/2023

  We are in receipt of the consumer rebuttal in BBB Complaint Case ********. ***************************************** complaint concerns an incident on the Lyft Platform.
  
  Our agents were in correspondence with ******* and have addressed *******'s safety concerns. Additionally, our agents offered ******* a credit.
  
  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 further clarified our Terms of Service, we consider this matter resolved.

• Initial Complaint

  Date:02/09/2023

  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 January 24, 2023 Lyft told me:a specialist from our Trust and Safety team will be assigned to your case. Theyll reach out by phone and email and keep you up to date As Lyfts guidelines state, this shouldve been done within 24 hours. It has been two weeks since this incident and, unfortunately, no one from their Trust and Safety Team has reached out to me despite me reaching out to Lyft numerous times on 1/24/23, 1/26/23, 1/27/23, 2/7/23, and again on 2/9/23.

  Business Response

  Date: 02/16/2023

  We are in receipt of BBB complaint case #********. ***************************** complaint concerns the status of ********* Driver account.

  
  Our agents were in correspondence with ************;on 01/24/23 to inform ************;that we had found ************;to be in violation of our Terms of Service and had deactivated ********* Driver account while we investigated the matter in compliance with our Terms of Service, which state "Lyft may terminate this Agreement or deactivate your User account immediately in the event . . . Lyft has the good faith belief that such action is necessary to protect the safety of the Lyft community or third parties."

  
  Our agents have since been in correspondence with ************;to inform ************;that we were able to reactivate ********* Driver account.

  
  As we have clarified our Terms of Service and reactivated ********* account, we consider this matter resolved. 
  

  
  

• Initial Complaint

  Date:02/09/2023

  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 have had to use Lyft several times in the previous weeks. I have 3 pending charges on my card, yet Lyft keeps actively taking additional funds from my account, leaving me with a negative balance! Always at ***** am!! 1 for ***** and this morning for *****!! If the cost is charged beforehand, then why are they still taking money from my account. I will never use this service again!!

  Business Response

  Date: 02/09/2023

  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 ****** to request the additional information necessary to appropriately respond to this complaint.
   
  As such, we consider this matter resolved.

• Initial Complaint

  Date:02/08/2023

  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.

  2/08/2023 Recently within the last month I had referred my friend in the Lyft drive App for their $800 referral bonus and $2,200 guaranteed for new driver. With the completion of 180 rides in 30 days or less. Upon completion of this bonus Lyft denied that the referral code was used and was unwilling to pay out said money. I also contacted Lyft and they told me he was referred like you will see in documents below but hasnt met all requirements. Two different stories from two different representatives. They would not community any further and now have made it impossible to get in contact to receive what was guaranteed per there Lyft rewards that they advertise so heavily, I want them to be held accountable.

  Business Response

  Date: 02/08/2023

  We are in receipt of BBB complaint case #********. ******************************* complaint concerns a new driver referral bonus.
  
  As stated on Lyfts website: ****************************************************** "You *** refer eligible individuals to become new Drivers on the Lyft Platform. In order to receive a Referral Reward for a new Driver, the person must (i) have never previously been a Driver or started an application to become a Driver; (ii) meet all eligibility requirements and be approved to drive on the Lyft Platform, and (iii) satisfy the applicable Reward Criteria. Lyft driver eligibility and approval is determined at the sole discretion of Lyft, and is not guaranteed. The duration of the review process *** vary. If these conditions are met, the person shall be considered your Referred Driver.
  
  Upon checking the account, it looks like the person ****** referred did not complete each of the requirements necessary to receive that referral bonus.
  
  Additionally, were unable to discuss any further information about the referred drivers account for privacy reasons.
  
  As such, we consider this matter resolved.

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 19368741
  
  I am rejecting this response because:

  the requirements were met and Lyft has failed to outline any other requirements other then 180 rides in 30 days. This business is scamming drivers into thinking they are going to to receive bonuses for signing on when in reality they are just trying to get you to find as many people as possible to make them money. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/09/2023

  We are in receipt of the consumer rebuttal in BBB complaint case ********. ******************************* complaint concerns a new driver promotion.
   
  As stated on Lyfts website, to be eligible for Lyfts New Driver Promotion, prospective drivers must enter a valid new driver promotion code (in the Promo/Referral code field) when they start their driver application. Lyfts website clearly states that if drivers don't enter a code when starting their application, they are not eligible for this promotion. We are unable to retroactively apply promotions in situations where the promotion terms were not followed.
   
  Under Lyfts New Driver Promotion policy, this means that ****** is not eligible for a new driver promotion bonus.
   
  As such, we consider this matter resolved.
   
   

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 19368741
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/08/2023

  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.

  Lyft is robbing it drivers and practicing shady business practices

  Business Response

  Date: 02/08/2023

  We have received the consumer complaint in BBB complaint case #********. *******************' complaint concerns a non-compliant streak bonus.
  
  ****** wrote in to support on February 8th, 2023 to report a missing payment for a 3-ride streak that took place between 1 and 2 pm on Feb 8th, 2023. Our agents have been in correspondence with ****** to inform the ride streak was non-compliant. As stated by our Terms of Service, ******************************************** || ***************************;
  
  As we have followed up with ******************* and clarified our Terms of Service, we consider this matter resolved.