We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Car Service

Lyft, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Car Service.

Important information

  • Customer Complaint:

    BBB’s file for Lyft was created in August 2011. Following BBB’s review of complaints done in April 2025. Complaints on file state concerns with billing, refunds, and ride experience.

    BBB recommends reviewing of the following:

    Terms of Service (please see 4. Charges)
    Community Guidelines
    Safety

    For any issues or concerns, please visit Lyft Help.

Complaints

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

Find a Location

Lyft, Inc. has 20 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • Lyft, Inc.

      San Francisco, CA 94107-1725

    • Lyft, Inc.

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

    • Lyft

      3201 E Colonial Dr Orlando, FL 32803

    • Lyft Hub

      2214 Century Center Blvd Irving, TX 75062-4900

    • Lyft, Inc.

      216 Franklin Mills Cir Philadelphia, PA 19154-3119

    Customer Complaints Summary

    • 4,061 total complaints in the last 3 years.
    • 1,086 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/12/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Good Afternoon, Today at 9:35am I called for a Lyft to pick me up from ******* **** ****** to my home. I canceled the lyft within 5 minutes. I am 70 and on a fixed income. Lyft has a cancelation fee of $5. I utilize Lyft quite often. $5 cancelation fee is a lot for me. I use Lyft quite often. I am not a frequent cancelation person. I would like for Lyft to waiver $5 cancelation fee.

    • Initial Complaint

      Date:07/12/2024

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Was picked up for transportation and three issues occurred: -Driver was constantly on cell phone -Refused to help with bags despite it being part of the package ordered -Car was a standard car(*****) and not “extra comfort” per the price paid and what Lyft advertises -car was later than the 6 minute arrival promoted by Lyft

    • Initial Complaint

      Date:07/12/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      To whom it may concern: Pay for rudeness is that what you are telling my comfort being respected obviously being ignored blow off isn't an issue speaks volumes about what service don't provide for your customers happened July 9 driver name is roody rude arrogant ignored me was on the phone the entire time Lyft is customer service from drivers to how handle complaints unprofessional and pathetic want my 7.65 refunded

    • Initial Complaint

      Date:07/11/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I paid $40 at ********* to add lyft cash to my account. Then when I updated my account phone number, they didn't transfer my lyft cash to the new phone number and their system isn't allowing me to verify my email address. I am trying to talk to their support team but they continue to refuse to respond to any comment, requests, or questions I have. I have done nothing but express my anger through words and use very few curse words. They are overreacting and continue to refuse to refund my money from my lyft account to my ****** account due to their decision to close or restrict my account.

    • Initial Complaint

      Date:07/11/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Yesterday, I paid for priority pickup from Lyft, which quoted a wait time of about 5 minutes when I requested the ride. However, my driver took almost 15 minutes to pick me up. Despite this significant delay, Lyft did not issue a refund for the priority pickup fee. Lyft stated that the discount provided was to correct for the delay but they offered this discount before I was matched to a driver and the delay was communicated. The credit on the receipt was a promotion, not a fee correction.Moreover, there appears to be a systemic issue at Lyft with quoting inaccurate pickup times, which is misleading to customers. We are charged a fare and make decisions on which ride option to select based partially on the quoted wait time. When Lyft provides a wait time that is significantly shorter than the actual wait time, it deceives customers and undermines our ability to make informed choices.

      Business Response

      Date: 07/13/2024

      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:07/10/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was charged an automatic payment fee on 06/24/2024 in the amount of $47.79. I did not utilize Lyft services in three (3) years - last time was on 09/25/2021 while in Boston. This is an unauthorized charge that went through my ****** account and was set as automatic payments. The transaction ID is *****************. I opened a dispute with ****** but they responded that I needed to contact Lyft - which I did on 6/24/24. I stopped any further payments through ****** as well. I have had several email communications with Lyft and to date (7/11/2024) they have not refunded the unauthorized charge and have responded with additional questions (i.e. email account associated with Lyft, payment method, etc.). My last email to them was asking to provide me with the destinations around the charge on 6/24/24. I work for a bank and we have to provide resolution to customer complaints within 5 business days. It has been 2 weeks and I am getting frustrated with the lack urgency to resolve the issue.

    • Initial Complaint

      Date:07/09/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My mom and I ordered a Lyft to take us up to ******* *********** ** *** ****** **** *** ****** ****** ** ***** **. We get into the car with a guy named Francisco. He does not wait for us to put our seat belts on before he starts driving. My mom had a hard time getting her belt to work. It would not pull out on top. My seat belt would not click into the connector. The connector kept sliding down under the seat and when I did get it It still would not click in. We informed the driver and he said oh ok and nothing else. He kept driving which is against the law. I TRIED to call Lyft safety about this DURING the ride and I got a notice saying they would contact me AFTER the ride YET they never callled. I waited for the phone call and finally an hour later I called in. The young lady at safety didnt seem to feel this was important. I told her it was a safety issue because its ILLEGAL to not wear a seat belt in the car and its DANGEROUS. I said I wanted a full refund. SHe said no sorry since you already took the ride we wont refund this. I said I TRIED calling DURING the ride but NO ONE called me back. Then I asked for a manager. She all of a sudden could not hear me and so she hung up. I called back and again asked for a manager. They said oh one might call in 24./48 hours. I said I want a refund. She said no that dont qualify for one since you finished the right. I said WELL I DID CALL IN DURING THE RIDE AND YOU ALL ARE THE ONES WHO SAID WE WILL CONTACT YOU AT THE END OF SAID RIDE. She said sorry cant help you and hung up on me. SO Lyft dont care about safety.

    • Initial Complaint

      Date:07/09/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      07/08/2024 I was quoted 19.00 for a 8.4 mile ride and they charged me 65.99. I need a 46.99 refund.

    • Initial Complaint

      Date:07/09/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The 3rd Avenue bridge was shut down, we were stuck in traffic and Lyft decided to charge me an extra $67 for the time we spent in traffic. The driver decided to turn around after waiting in traffic for 30 minutes. He found another route but I was 30 minutes late to my doctor's appointment.

    • Initial Complaint

      Date:07/08/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I lost my *** ******* phone in this vehicle. I have attempted to get the company to get my phone returned to me, but the company has been very difficult to deal with. My phone is useless to them, but it's worth a $1000 to me. My phone is black and it has a black ***** *** case. I have filed reports with Lyft, and attempted to contact them in every way possible. **** *** ****** ** **** *********** ******** *** ** ** * ***** ** ********* I rode in the front seat of the vehicle and I believe that the phone was lying on his front passenger side floor board. I really need to get my phone returned and I am willing to pay any and all costs for the return.

    Lyft, Inc. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.