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 Rideshare

  2992 forest lane Dallas, TX 75234

• 

  Lyft, Inc.

  820 Ernest W Barrett Pkwy NW Kennesaw, GA 30144-4925

• 

  Lyft, Inc.

  656 E McMillan Cincinnati, OH 45206

• 

  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:06/01/2022

  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 was double charged by a Lyft driver named Samir on 5/3/22. He was second driver to show up at *** (******** airport) 10:30 pm after a flight from **. I hadnt used Lyft for quite awhile and after initial text that a driver was coming; he texted me via phone a Ca. phone #**********. Upon his arrival I asked if he/Lyft took cash (like a taxi) he said yes. We chatted about quite a few things, he mentioned it was hes last drive of the night and upon arrival at my daughters I paid him the $29 that had been the price I had been given at the airport and a $6 tip totaling &35. I didnt think twice about the transaction until another Lyft driver in ********* **, **. (about a week later) told me that Lyft drivers NEVER take cash. Thats when I called my Citicard and sure enough I was charged $29.63 for the ride 5/3/22.I have contacted ******************************* more than once and also wrote to Lyft -*****************************************. I also asked citicard MC to dispute the charge.The drivers in ****** all had cameras. Do they do in *******? If so, his camera shouldve been on right? All shouldve been recorded, no? Lyft has totally ignored my issue. He/they have gotten paid almost $65 for about a 20 min. drive from ******** airport to Ladds addition in ******** proper. What recourse do I have? R Lyft rides in *** recorded? If so they can see he said hed take cash. Oh and I realized later as well, that the normal Lyft prompt of adding a tip or leaving a rating never came up on the app when I tried to give him a negative review about a week after the ride. I I think maybe he was off the clock even tho I did get an official charge on the card I had apparently still had active on Lyft site a couple years ago. What now?

  Business Response

  Date: 06/02/2022

  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.

  Customer Answer

  Date: 06/03/2022

   
  Complaint: 17300911
  
  I am rejecting this response because: I did respond to them and  asked if there was a video of the ride on May 3. He lied to me and said cash was an acceptable form of payment. Which I did $29 + $6 tip. Then they charged my card. I did go thru the app to get the ride but as Ive said it then went to a phone number from his end which hasnt happened before. And I got no add tip or rate the ride promptsit was his last ride and I figured he was off the clock or something. His actions should be addressed since they wont take my word for the amount paid to him.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/08/2022

  We are in receipt of the consumer rebuttal in BBB complaint case ********. *********************************** complaint concerns a recent ride experience on the Lyft Platform.
  
  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 *********** concern and clarified our Terms of Service, we consider this matter resolved.

• Initial Complaint

  Date:06/01/2022

  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 was quoted a fare of $28.50 and was charged $89.12. I disputed the charge immediately with lyft but they were of no help in resolving the issue. I have attached the original charge and then additional screen shots for the same trip. Nothing is even close to the $89 charged to me. I would have never paid or agreed to pay that amount for a 20 minute ride. Uber was only $37.

  Business Response

  Date: 06/02/2022

  We are in receipt of BBB complaint case ********. ***************************** complaint concerns a ride experience on the Lyft Platform.
  
  ******* contacted Support on May 26th. Our agents were in correspondence the same day to address ********* 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 ********* concerns and clarified our Terms of Service, we consider this matter resolved.

  Customer Answer

  Date: 06/02/2022

   
  Complaint: 17298782
  
  I am rejecting this response because: the quoted amount was different than the charged amount. If Lyft uses this type of practice it is a typical bait and switch and I will no longer use them. 

  As you can see on the reviews of Lyft on the BBB site, this type of thing happens very often and is a very deceptive practice. I have continued to check prices for the same trip and none of them come even close to what I was charged. This is theft by deception and will not be tolerated.

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

  Business Response

  Date: 06/09/2022

  We are in receipt of the consumer rebuttal in BBB complaint case ********. ***************************** complaint concerns a recent incident on the Lyft Platform.
  
  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.
  
  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 ********* concern and clarified our Terms of Service, we consider this matter resolved.

  Customer Answer

  Date: 06/09/2022

   
  Complaint: 17298782
  
  I am rejecting this response because:they charged me a fee that was not agreed upon therefore making their terms invalid. This is clearly theft by deception. I have tested the same route over the last week and all of the cost vary between $26 and $44.  Not one time has a cost exceeded that. This is theft. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/01/2022

  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 am filing a complaint against Lyft in regards to their poor customer service and refunding my money! As of today 6/1 I have had three encounters and issues I brought to Lyft and customer support did not resolve! When you first have an issue you cannot contact customer support at all! The only page they have is for feedback (Did Lyft make it easy to resolve your issue) NO! I had two unprofessional rides and one ride I was overcharged. I want my money! I refuse to give my money to anyone who does not deserve it! Lyft sent me an email ******************* stating "they don't give refunds." Why not?! Especially under certain circumstances. One being they was aware of a safety issue when I filed a complaint and they stating they will not refund my money?! In addition, I went to their social media to also file a complaint. They verified my Lyft account info ******* and email ******************** just to overall tell me its not much they can do, and I will have to wait for customer service to contact me. Nonetheless, I did hear from customer service from my email ******************* and was very disappointed and dissatisfied with their responses! Utilizing a share ride such as Lyft is bittersweet (on both customers and drivers). Its unfortunate Lyft customer support does not make share ride easier! Especially when a person such as myself is being supportive of Lyft company, and supportive of drivers who works under Lyft.

  Business Response

  Date: 06/02/2022

  We are in receipt of BBB complaint case ********. ********************************* complaint concerns the safety of a ride Tonnisha took on the platform.
  
  Tonnisha wrote into Support on May 24th. Our agents were in correspondence with Tonnisha the same day to inform Tonnisha that we had investigated Tonnisha's concerns and followed up with the driver accordingly.
  
  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 Tonnisha to address her safety concerns, we consider this matter resolved.

• Initial Complaint

  Date:06/01/2022

  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 charged me in amount of $32 for a ride I didn't take, I explained to them the driver was foreign and didn't understand English or about the share ride option he took off with a passenger in vehicle without picking me up made it to my stop and he realized he made a mistake and contacted me and stated dispute it with lyft

  Business Response

  Date: 06/01/2022

  We are in receipt of BBB complaint case #********. Dequaevauis ********** complaint concerns charges Dequaevauis incurred on Dequaevauis's Lyft account.
  
  Dequaevauis wrote in to Support on 5/31/22 to report these charges. Our agents have been in correspondence with Dequaevauis to inform Dequaevauis that the account making the charges was Dequaevauis'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 Dequaevauis and clarified our Terms of Service, we consider this matter resolved.

• Initial Complaint

  Date:06/01/2022

  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.

  Lyft charged me $20 for leaving dusty footprints on the floor of the vehicle that drove me home. I had eaten dinner at a restaurant whose parking lot was under construction and there was no way for me to clean my shoes prior to entering the vehicle. I believe that Lyft and not me as the passenger should be responsible for this expense. I have a 4.9/5 star rating over a 6+ history with Lyft yet they were unwilling to even consider a refund of the $20 cleaning fee. I am reporting this incident not because I cannot afford to pay $20 but because I think it represents a lack of respect for both the drivers and passengers that make Lyfts business model possible.

  Business Response

  Date: 06/02/2022

  We are in receipt of BBB complaint case ********. ********************************* complaint concerns a damage fee that ****** has incurred on the Lyft platform.
  
  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.
  
  ****** acknowledged that Lyft may charge ******'s credit card for damage caused by ******'s use of the Lyft platform when ****** accepted Lyft's Terms of Service. As such, no refund has been issued.
  
  As we have clarified our damage policy, we consider this matter resolved.

  Customer Answer

  Date: 06/02/2022

   
  Complaint: 17297822
  
  I am rejecting this response because I disagree with your policy and I am disappointed by the lack of flexibility shown to a loyal customer. Please know that you have lost my business. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/09/2022

  We are in receipt of the consumer rebuttal in BBB complaint case ********. ********************************* complaint concerns a damage fee ****** incurred from a ride taken on the Lyft platform.
  
  According to Lyft's Terms of Service, which ****** agreed to when ****** downloaded the Lyft App, "Rider agrees to pay a 'Damage Charge' of up to $250 depending on the extent of the damage (as determined by Lyft in its sole discretion), which shall constitute full payment for Driver's cost of repairing or cleaning the vehicle, or otherwise remediating the damage."
  
  As we have further clarified our Terms of Service, we consider this matter resolved.

  Customer Answer

  Date: 06/09/2022

   
  Complaint: 17297822
  
  I am rejecting this response because:this is the same response I was previously provided. I disagree with Lyfts policy and was also disappointed by the lack of willingness to discuss given my 7 year history of riding with them and a 4.9/5 star rating.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/31/2022

  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.

  Hi me an my two daughters got a Lyft to ************** ********************* an after it was over I got a Lyft back to the same place I got picked up an I had my sister my two daughters an my nephew that time an when I woke up I got a message saying my account was deactivated because I requested a Lyft for a minor an the Lyft was for me an my kids my sister an my nephew to get home the boat ride I was on the was 21 an over so how did I request a Lyft for a minor an also if it was a minor why did you take the trip an collect my money Im tired of them lyft drivers lying an thats very hurtful when my ticket I got from the boat ride is in my email an also I had my location on so I got proof from my location that I was in both Lyfts I called I got one to station square an I got a Lyft back to the same place because Im from ******* I dont drive an my sister is 40 years old an her car didnt work so we had to get a Lyft my kids an my sister do look like that 15 but there 29 31 an 40 an my nephew is 23 an im 50 an it was my Lyft an I want proof of the minor that was supposed to be in that Lyft because I had to get me a lyft to a hotel room closer to the airport after our family picnic an I couldnt even get a lyft I mean im a grown woman an all my neices an nephews is over 18 an over 21 so I really dont no any minors except my family thats babys an they cant even be on the porch by they self let alone a Lyft so since the driver took the ride an dropped us off he should wat minor he was talking about because the boat ride was ************************************************************************************************* the car which it wasnt then we was all in there so wat minor because the Lyft was for me an I went to my destination both times I requested a Lyft an also I called two Lyfts the first driver said it was to many people so I had to call another an I got copies of it on my account so I need proof of the minor an they said safety we made it home

  Business Response

  Date: 06/01/2022

  We are in receipt of BBB complaint case ********. ********************************* complaint concerns the status of Lasawn's Rider account.
  
  On May 29th, Lasawn was informed by our agents that we had found Lasawn's to be in violation of our Terms of Service and had deactivated Lasawn's Rider account. Per our Terms of Service, "By becoming a User, you represent and warrant that you are at least 18 years old." 
  
  We have followed up with Lasawn and requested identification in order to reactivate their account, but have not received a response. As such, we consider this matter resolved.

  Customer Answer

  Date: 06/01/2022

   
  Complaint: 17295590
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************** I been riding Lyft for a while an your still lying trying to say Im a minor an I sent you proof of were I took the ride Im 50 years old and Im goin to prove your driver an you is a lyar an im goin to upload my identification on this complaint 

  Business Response

  Date: 06/02/2022

  We are in receipt of the consumer rebuttal in BBB complaint case ********. ********************************* complaint concerns the status of Lasawn's Rider account.
  
  Our agents have been in correspondence with Lasawn to inform Lasawn that we have found Lasawn to be in violation of our Terms of Service and that we have temporarily deactivated Lasawn's Rider account. Our agents have followed up with Lasawn regarding our age policy and have requested Lasawn send in identification for reactivation. 
  
  As Lasawn has been informed that we are unable to reactivate Lasawn's account without this identification, we consider this matter resolved.

  Customer Answer

  Date: 06/02/2022

   
  Complaint: 17295590
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************** I sent you numerous of emails and you never responded I sent in my id an you still didnt respond you keep saying the same thing that I violated your policy and Im goin to keep calling you a lyar ever since I made a complaint with better business ***** they dont answer my messages on my email an I sent my id to them is it possible if I can submit my id here an also Im never using here company ever again your a lyar I didnt violate nothing you just dont want to admit you was a lyar an wrong I left you emails you sent me an email back only for it to update for me to send a message I sent you my identification an you still didnt respond you lyar 

• Initial Complaint

  Date:05/31/2022

  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 Purchased A LYFT gift card, valued at 50 Dollars.....when I attempted to use the gift card and activate it on to my account, I keep getting a message that says '**** CARD ERROR',I contacted LYFT, through the APP,BECAUSE THERE IS NO PHNONE NUMBER FOR CUSTOMER SERVICE. I Was told there would be a resolution to my problem within24 hours. I sent LYFT Pictures of the gift card so they could clearly see all the applicable numbers. As well as the receipt from where it was purchased. After six days I got a response via EMAIL. Telling me to try using the gift card again. And To remove the LYFT App from my phone, and reload the LYFT APP..... none of these worked!....I have use LYFT **** CARDS in the past.....so I know how to load them onto my account, This gift card seems to faulty.....With me providing the photo of the **** CARD and all numbers, and purchase receipt, I just want them to honor the gift card and credit the 50 Dollars onto my account, Since they can clearly see, it was purchased legally and had not been used.

  Business Response

  Date: 06/02/2022

  We are in receipt of BBB complaint case ********. ***************************** complaint concerns the use of a gift card on ******* account.
  
  ***** contacted Support on May 25th. Our agents were in correspondence with ***** that same day and provided ***** with the information on how to apply the gift card to ******* account. 
  
  Lyft's Gift Card Terms and Conditions can be found here: https://blog.lyft.com/gift-card-terms.
  
  As such, we consider this matter resolved.

  Customer Answer

  Date: 06/02/2022

   
  Complaint: 17295101
  
  I am rejecting this response because:The response indicates, I don't know how to apply a gift card to my account, and use one. As indicated in my complaint, I have used LYFT gift cards in the past. I know how to load them onto my account. Apparently I have  purchased one, that is faulty and will not load onto my account. Because of this I have provided LYFT with photos of the gift card, all applicable numbers ,and a copy of the receipt,  so that LYFT would know it had not been used. And that it was purchased legally. All I want, is to be made WHOLE ,and for LYFT to simply apply the 50 dollars onto my account. LYFT has been provided all the proof with the photos. I really like the service LYFT provides, I use it frequently when I travel, I have a high passenger rating with LYFT, all I want is for the 50 dollars to be placed on to my account, and be made WHOLE!, Sincerely ,*************************

  Business Response

  Date: 06/04/2022

  We are in receipt of BBB complaint case ********. ***************************** complaint concerns a gift card ***** is unable to add to ******* Lyft 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: 06/06/2022

   
  Complaint: 17295101
  
  I am rejecting this response because :Again, this does not address the simple problem of a faulty GIFT CARD. Seems that the LYFT customer service does not care and does not want to do what is right and fair, for its loyal customers. I have provided all information to lift, and all I get is a company line, because they don't want to do the right thing. All I want is the credit for my 50 Dollars, that I spent, sincerely,
  
  *************************

• Initial Complaint

  Date:05/31/2022

  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 ordered a ride with Lyft. It was supposed to be shared between myself and someone else. We went to go pick them up, and my driver turns to me and asks for the gate code. I said I didnt know since I dont live there. He then tells me to get the **** out of the car because Im costing him money. I tried explaining that we were supposed to pick someone else up, because this isnt my address and he refuses to take me anywhere else. I was left at an unsafe, unfamiliar location. I contacted Lyft about this, and their response was to refund only half the money because he picked me ** in the right location. They then switched their story and said it was because I was charged for the time and distance of the ride I did take, knowing he didnt even go in the right direction. I dont care about the money at this point, as theyve all ready said they wont give the rest back, its about the principle. Because they also informed me that they sent him a final warning that if he gets another complaint, he will be permanently deactivated. So, not only has this apparently happened more than once, theyre going to give him the chance to do it again. Im a woman living in the city. Anything couldve happened to me because of the place I was left in, which I reiterate, wasnt even close to my destination. They didnt seem to care about that in the slightest. I will now urge any person who identifies as a woman to please, not use this ride share service.

  Business Response

  Date: 06/01/2022

  We are in receipt of BBB complaint case ********. *************************** complaint concerns an experience on the Lyft platform.
  
  **** wrote into Support on May 22, 2022. Our agents were in correspondence with ************* day to address ****** concerns and to grant ****** requests for readjustments in regards to the ride costs **** inquired about to Support
  
  Additionally, as stated by our Terms of Service, "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 granted ****** requests, issued all necessary refunds, and clarified our Terms of Service, we consider this matter resolved.

  Customer Answer

  Date: 06/02/2022

   
  Complaint: 17293668
  
  I am rejecting this response because: I do not want your money. I stated this all ready, amongst my other concerns. Of course, thats all you saw as a million dollar corporation. The issues I have that were not monetary is what I want acknowledged. You are okay putting people in potential danger on your platform, and allowing it to continue one more time after multiple complaints. THAT is the issue that I have with you now. The individual who left me in an unsafe area, which, by the way, is against the rules according to the many other drivers I spoke to, should NOT be allowed to continue driving for you. It is absurd that you would give this person another chance to do this again, possibly to someone else less fortunate. A single mother/father/parent with a child, for example. I can see you have no intention of ever taking accountability for the danger this poses by your response. If there were anything more than money on  this companys list of priorities, you would take my words into consideration. One of these days, I fear that someone will be assaulted or WORSE because of this mistake. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/03/2022

  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."
  
  Lyft does not compensate for losses incurred by a user outside of the ******************** platform.
  
  As we have clarified our Terms of Service, we consider this matter resolved.

  Customer Answer

  Date: 06/03/2022

   
  Complaint: 17293668
  
  I am rejecting this response because: I all ready said I do not want your money. Why do you keep making it about compensation? I am pretty sure my complaint in and of itself says that I am not looking for any kind of compensation. You guys are just an awful company, and I can tell you are just going to go around in circles with me over something I all ready said I was not interested in. All I was looking for, was validation that this was wrong. But no, you could not even do that.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/30/2022

  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 was accosted by my most recent driver, **********. I was subjected to a dangerous, political, and racially violent tirade that left me feeling terrified. He even said multiple slurs. This is disgusting at any point, but in the wake of the ******* massacre this was beyond inappropriate. Lyft spoke to me and confirmed what he did was against their guidelines, but offered no resolution. The ride was $98 and I expect to be refunded that because of the driver breaking community guidelines and threatening me. By not doing so, Lyft is awarding abusive behavior.

  Business Response

  Date: 06/03/2022

  We are in receipt of BBB complaint case #********. ********************* complaint concerns multiple rides taken on Kaela account.
  
  Kaela reached out to support on multiple occasions concerning a variety of unpleasant experiences Kaela 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 Kaela and taken all appropriate actions for these complaints, we consider this matter resolved.

  Customer Answer

  Date: 06/03/2022

   
  Complaint: 17292047
  
  I am rejecting this response because:
  

  This is condoning racism on the platform. Trying to insinuate Ive made a lot of complaints is a lie. You have a racist driver verbally attacking passengers and you think the matter is resolved with an apology? This is a very interesting decision on Lyfts part. 

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

  Business Response

  Date: 06/10/2022

  We are in receipt of the consumer rebuttal in BBB complaint case ********. ************************* complaint concerns a recent incident on the Lyft Platform.
  
  Support has been in contact with Kaela to inform Kaela that Lyft has addressed all concerns with Kaela's driver. 
  
  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 Kaela's concern and clarified our Terms of Service, we consider this matter resolved.

• Initial Complaint

  Date:05/30/2022

  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 has not been helpful with resolving my issue of making sure my gift card funds are available. My acct also did not show my recent rides?

  Business Response

  Date: 06/02/2022

  We are in receipt of BBB complaint case #********. Teea Gurleys complaint concerns gift card balance and account. 
   
  Teea wrote in to support on May 30, 2022 to report a safeguard challenge on their account.  Our agents have been in correspondence with Teea to assist in the matter. 
   
  As we have followed up with Teea, we consider this matter resolved.