ComplaintsforLyft, Inc.

• Initial Complaint

  10/07/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I drove for Lyft company September 6 though 9/12/2021. I earned $156, however Lyft has not paid me yet, I have called and sent many messages to support and customer service though the ******************** app with no success so far.

  Business response

  10/07/2021

  We are in receipt of BBB complaint case ********. ********************************* complaint concerns ******** earnings payout for rides ****** has given on the Lyft platform.
  
  ****** wrote into Support on September 29, 2021, regarding the payout of ******** ride payments. Our agents were in correspondence with ****** the same day to inform ****** that ******** ride payments were successfully sent to ******** Lyft Direct account and ****** would need to contact Payfare Support for further information.
  
  The Payfare Program Terms that all drivers have to agree to before they sign up for Lyft Direct state, "Please note the neither Program nor the ****** Services are being offered or operated by Lyft. By enrolling in the Program and using the ****** Services, you agree that Lyft is not responsible for any aspect of the ****** Services or the Program."
  
  As such, we consider this matter resolved.

  Customer response

  10/08/2021

  I want the money that is owned to me , I asked for help with my account and never got any help , plus I did not get paid, Lyft needs to pay me what I have earned.

• Initial Complaint

  10/06/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  For the last two weeks Ive attempted to input an order for a Lyft ride sharing service computer has excepted my credit card information but continues at the very end of the confirmation to the order to redirect to a clarity to that information absolutely no indication of whats wrong and no further direction to proceed with the order I cant get to my doctors appointments do anything it seems to set me apart from everybody else because my credit card information has been excepted as the bank has informed me that Lyft has excepted it connected with the bank on that information but again no proceeding and no indication no direction on why it will not confirm the ride numerous attempts to contact Lyft customer service open weekdays until 5 oclock automated system indicates for the last two weeks theyre not availableThere are no indications on my Lyft profile of any restriction 6ya was contacted they would not accept my information I have no other option I need a ride

  Business response

  10/09/2021

  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

  10/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  THIS IS IN REGARDS TO RECEIPT # ******************* FOR A RIDE SUNDAY, 10/3 AT 5:51 AM. BASICALLY, AS SOON AS ****** LEFT, I REALIZED I LEFT MY PHONE IN ******** CAR. I IMMEDIATLY TRACKED IT ON THE FIND MY IPHONE ONLINE. WITHIN 5 MINTUES I RESPONDED ON LYFT.COM MY PHONE IS IN HIS CAR, REPEATLY. I CALLED THE EMERGENCY SAFETY LINE, REPEATDLY. DESPITE ALL THAT AND ASKING FOR ****** TO CALL ME, WHICH HE DID, THEY DIDN'T DO THAT FOR 2 DAYS. BY THAT TIME ****** WAS IN CHICAGO ON VACATION. DESPITE ****** TELLING LYFT THAT IMPORTANT PIECE OF INFORMATION, THEY FAILED TO NOTIFY ME. ****** GETS BACK IN A WEEK. SO, DESPITE NOTIFYING LYFT WITHIN 5 MINUTES REGARDING MY PHONE, I HAVE TO WAIT (BEST CASE) A WEEK AND A HALF FOR MY PHONE FOR A LYFT DRIVER TO RETURN MY PHONE. I FILED A POLICE REPORT, AS REQUESTED BY LYFT.

  Business response

  10/07/2021

  We are in receipt of BBB complaint case #********. *************************************** complaint concerns a phone that ****** left in a Lyft ride.
  
  
  ****** wrote in to Support on 10/3/21 to report a lost phone that ****** left in a drivers car during a ride taken on the Lyft platform. Our agents were in correspondence with ****** that same day and informed ****** that we had contacted the driver and asked the driver to look for the phone in the driver's car. Our agents reached out to the driver multiple times to confirm the status of ******* lost phone.
  
  
  
  Per Lyft Terms of Service, We do not procure insurance for, nor are we responsible for personal belongings left in the car by Drivers or Riders.
  
  
  
  As we have reached out to the driver regarding ******** phone and clarified Lyfts Terms of Service, we consider this matter resolved.

• Initial Complaint

  10/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  03/01/2020 No money has been lost would like to see that Lyft reinstate Lyft line services to ************************ and surrounding areas. As there was an article released 07/2021 stating that lyft was to reinstate line services as a person who works for a company that provides corporate (commuter benefits) who would also like to begin using lyft line again I find it outrageous we are not able to use this service in the DC metro area yet. As the pandemic still has much of a hurdle to come over many of us who are essential employees who would like to use out benefits to take advantage of a safe ride option to lessen our chances of catching covid I would hope that we too will be able to begin use of Lyft line services again here as well. Thank you.

  Business response

  10/10/2021

  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 response

  10/13/2021

   
  Complaint: 15998206
  
  I am rejecting this response because: attempt to contact has been made 3 days ago on a holiday. Response was they understood i had some questions pertaining lyft line services and informing me that they had been re introduced in some regions.  Response of concern of being an essential employee in ************************, when will we in the ******************** be able to use Lyft line shared rides here? Asked again and I am awaiting a response as my employer benefit is only for this shared ride service.

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

  Business response

  10/14/2021

  We are in receipt of the consumer rebuttal in BBB complaint case *************************** complaint concerns that shared rides are not yet available in *************** 
  
  
  Our agents have been in correspondence with ****** to inform ****** that we have plans to expand Shared Rides to additional markets in the coming months. As stated on our public blog, "Certain statements contained in this announcement are forward-looking statements within the meaning of the securities laws, including statements about the reintroduction of Shared rides. Such statements, which are not of historical fact, involve estimates, assumptions, judgments and uncertainties. There are a number of factors that could cause actual results or outcomes to differ materially from those addressed in the forward-looking statements. Such factors are detailed in Lyfts filings with the Securities and ******************** We do not undertake an obligation to update our forward-looking statements to reflect future events, except as required by applicable law."
  
  
  As we have followed up with ****** and clarified our Terms of Service, we consider this matter resolved.

• Initial Complaint

  10/06/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am a driver. It has been about two months and I am still waiting on a resolve for ticket number# ********* and the outcome. I have been more than patient. My vehicle qualifies for preferred rides. I have proven that yet my profile still says that my vehicle doesnt. I drive in a city that offers preferred rides and i am a platinum driver. Someone name ***** keeps replying to my emails with no resolve. I keep asking for upper level management. The delay and procrastination in resolving my ticket is affecting me financially. We are going into two months. LYFT is not going to give me back pay on the additional earnings i am suppose to get for preferred rides. I purchased a 2021 truck so that I could get paid more. My car note is more!!!I think that this timeframe is unfair and unacceptable. MY MONEY IS AFFECTED I AM SUPPOSED TO BE GETTING PAID MORE. I appreciate ***** allegedly contacting the IT department. But apparently they are in no rush to fix things.

  Business response

  10/09/2021

  We are in receipt of BBB complaint case ********. Gavata *********************** complaint concerns issues with a feature on the Lyft driver app.
  
  We have been in correspondence with Gavata ******************* to inform Gavata that this is part of a known issue, and our engineers are currently working to find a permanent fix.
  
  As we have since been in correspondence with Gavata and alerted our engineering team of the issue, we consider this matter resolved.

  Customer response

  10/10/2021

   
  Complaint: 15997206
  
  I am rejecting this response because: As the business has clearly stated, the engineering team is WORKING to resolve the issue therefore this issue HAS NOT been resolved. It is yet another promise and it has been two months. 
  
  Sincerely,
  
  Gavata *******************

  Business response

  10/13/2021

  We are in receipt of the consumer rebuttal in BBB complaint case ********. Gavata **************** complaint concerns issues with a feature on the Lyft driver app.
  
  Gavata wrote in to support on August 20, 2021, to report Gavata's app issues. Our agents have been in continued correspondence with Gavata to inform Gavata that is part of a known issue, and our engineers are currently working to find a permanent fix. 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, that any defects in the Lyft Platform will be corrected, or that the Lyft Platform is free of viruses or other harmful components. We disclaim liability for, and no warranty is made with respect to, connectivity and availability of the Lyft Platform or ********* Services.
  
  As we have followed up with Gavata and clarified our Terms of Service, we consider this matter resolved.

• Initial Complaint

  10/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 6, 2021 I requested a Lfty three times the drivers canceled the ride. As I'm going through my account for that date. It stated the driver picked me up at 532 Avenue; which he didn't. This is a continuous problem with Lfty. Every time I request a ride in **********, they will accept the ride and within an hour they will cancel the ride. Lfty has also left me stranded in **********.On October 6, 2021 I was over charged on a ride and this is unacceptable. I continuously have problems with Lfty, and customer service is no help.

  Business response

  10/07/2021

  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 response

  10/08/2021

   
  Complaint: 15996484
  
  I am rejecting this response because:

  I had the date mixed it it wasn't the October 6, it was October 2nd. I have on numerous occasion have reached out to Lyft customer services, and it has fallen on deaf ears. On September 6th the address is not correct. I googled the address and it's a house address. I don't know who lives there.  Lyft  continue to leave me stranded in **********. I had to pay $80 for someone to pick me up and bring me to ********. Unacceptable. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  10/05/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered a Lyft XL from Lyft. Hoiwever only e regular Lyft arrived. I needed 5 seats and the regular Lyft was only 3 seats. They still charged me the same. And I had to spend a lot of money to hire someone to take the rest of us to the airport at the last minute.

  Business response

  10/06/2021

  We are in receipt of BBB complaint case ********. ********************************* complaint concerns a ride experience that ****** had on the Lyft platform.
  
  ****** wrote into Support on September 20, 2021. Our agents were in correspondence with ****** and informed ****** that we had taken the appropriate actions with the driver in question and that we had issued a credit for future use on the Lyft platform. In addition, we informed ****** that Lyft does not compensate for losses incurred by a user outside of the ******************** platform.
  
  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 taken the appropriate actions with the driver and clarified our Terms of Service, we consider this matter resolved.

  Customer response

  10/06/2021

   
  Complaint: 15995404
  
  I am rejecting this response because:

  They gave me a $5 credit. And that was after waiting over an hour on their support platform and being cut off three times from their agents. The wrong car was sent to me and they were like robots and were not able to admit their mistake to me. 

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

• Initial Complaint

  10/05/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was charged 212 dollars on credit card for a 6.8 mile ride while using Lyft services in *************. When I inquired about it I was told I would get a refund but it would be 5-7 days . When I told Lyft how inconvenient that was due to the collection date on my credit card and how if I had a balance Id be charged a 25% appreciation rate. Lyft agents continue to offer nothing in the way of compensation as then generally gave me hard a time as if I caused this situation (which I didnt ) . I have proof in the form of multiple screen shots if required. Im requesting a full refund not just the 196 dollars but the whole 212 because this was a nightmarish experience and customer service left a lot to be desired

  Business response

  10/06/2021

  We are in receipt of BBB complaint case ********. *********************************** complaint concerns charges on Shaquiel's Lyft account.
  
  Shaquiel wrote in to Support on October 5, 2021. Our agents were in correspondence with Shaquiel that same day. Support has granted Shaquiel's requests for readjustments in regards to the ride costs Shaquiel inquired about to Support.
  
  Additionally, per our Terms of Service, "As a Rider, you understand that request or use of the Services may result in charges to you (Charges). Charges include Fares and other applicable fees, tolls, surcharges, and taxes as set forth on your markets Lyft Cities page (www.lyft.com/cities), plus any tips to the Driver that you elect to pay. Lyft has the authority and reserves the right to determine and modify pricing by posting applicable pricing terms to your markets Lyft Cities page."
  
  As we have granted Shaquiel's requests and issued all necessary refunds, we consider this matter resolved.

  Customer response

  10/06/2021

   
  Complaint: 15994942
  
  I am rejecting this response because: I havent seen a refund hit my account and your customer service agents were not helpful and literally I had to beg them to compensate me . I dont like the way they responses to my bbb complaint as if they had good customer service and they didnt. I no longer trust the integrity of the service and until my account is credited with the money they took because of thier mistake Im not accepting any response other than an apology. Im actuality giving me 5 dollars off a Lyft ride was the least they couldve done and the should done more seeing as I was charged over 200$
  
  Sincerely,
  
  *******************************

  Business response

  10/10/2021

  We are in receipt of the consumer rebuttal in BBB complaint case #********. *********************************** complaint concerns charges Shaquiel incurred on Shaquiel's 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, that any defects in the Lyft Platform will be corrected, or that the Lyft Platform is free of viruses or other harmful components."
  
  
  
  As we have followed up with Shaquiel, issued necessary refunds, and further clarified our Terms of Service, we consider this matter resolved.

• Initial Complaint

  10/05/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 4, 2021, I attempted to request a ride from the ************************* via the Lyft application on my phone. Three requests were made, and each time the drivers were dispatched to the wrong location at the airport. Two drivers attempted to contact me but did not show up to where I texted my location to be. I was then charged by Lyft for cancelled rides when in fact the drivers never found me.

  Business response

  10/06/2021

  We are in receipt of BBB complaint case ********. ************************* complaint concerns multiple ride cancellation fees.
  
  ***** wrote in to Support on October 3, 2021. Our agents were in correspondence with ***** the same day and informed ***** that the cancellation fees in question are valid, and as such no refunds have been issued.
  
  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 clarified our Terms of Service, we consider this matter resolved.

• Initial Complaint

  10/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am trying to get ahold of Lyft for a background check dispute and I can not find an employee who will properly view the paperwork or point me in the right direction. I just want somebody I can talk to about the issue and get it resolved as quickly as possible.

  Business response

  10/05/2021

  We are in receipt of BBB complaint case #********. *************************** complaint concerns the status of ******* driver application.
  
  
  ***** wrote in to Support on 10/4 after receiving an email stating that ******* background check did not meet our requirements. We were in correspondence with ***** that same day and informed ***** of the process to challenge the accuracy or completeness of the report with our third-party background check provider.
  
  
  
  To view more about our safety requirements, please visit lyft.com/safety. As such, we consider this matter resolved.

  Customer response

  10/06/2021

   
  Complaint: 15989499
  
  I am rejecting this response because:the response I got from the person helping me was not good information at all. But its okay on October 5, 2021 I found somebody who did a thorough job of sending me to the appropriate team. It should not take three tries to find somebody who can help. And these Bot responses that you guys provide shouldnt be a cut and dry answer. You guys asked me to turn in paperwork and turned around and rejected it even if bough it was the correct paperwork. As Ive said I found an agent who actually did their job the second time on October 5,2021.
  
  Sincerely,
  
  ***********************

  Business response

  10/10/2021

  We are in receipt of the consumer rebuttal in BBB complaint case #********. ***** ******* complaint concerns the status of ******* driver application.
  
  
  We have informed ***** of the process to challenge the findings of ******* background check, and have followed up with him appropriately about ******* application.
  
  
  
  As we have followed up with *****, we consider this matter resolved.

*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. ↩