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

  1848 Wyoming Ave NW Washington, DC 20009-1882

• 

  Lyft Inc

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

• 

  Lyft, Inc.

  95 Emerson St Apt 601 Denver, CO 80218-3758

• 

  Lyft, Inc.

  216 Franklin Mills Cir Philadelphia, PA 19154-3119

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:05/21/2024

  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.

  LYFT RECEIPT # *******************. On May 17, 2024 at approx 9pm I requested a ride via Lyft. My app showed that the driver arrived but he was nowhere to be found. I waited **************************************************************************** contact with him. I then requested a ride with UBER which arrived and took me to my location. I requested that Lyft give me a refund via the app and was told by **** that I cannot get a refund. I DID NOT BENEFIT FROM THIS TRANSACTION. I DID NOT RECEIVE THE RIDE THAT WAS PAID FOR. I even offered to provide **** from Lyft support a screen shot of my receipt from UBER but he didn't care. How can I be in 2 cars at the same time? Im not going to pay for a ride I did not take. I took the ride on Uber and I paid Uber using the same credit card. Please issue me a full refund back to my credit card as the driver never picked me up. If the driver decided to drive to the drop off location in an empty car just to get paid that is not my issue. I got picked up by **** and I paid ****. I will be doing a chargeback unless the merchant issues me a full refund immediately.

  Business Response

  Date: 05/31/2024

  We are in receipt of BBB complaint case ********. ***** S's complaint concerns charges on *****'s Lyft account.
  
  ***** wrote in to Support on 05/20/2024. Our agents were in correspondence with **********;that same day. Support has granted *****'s requests for readjustments in regards to the ride costs **********;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 *****'s requests and issued all necessary refunds, we consider this matter resolved. 

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21739221
  
  I am rejecting this response because: I have not received a full refund as indicated in the businesses response. I still have this charge on my credit card. Again there driver never showed up and charged me $300+ for a ride that never showed up. I had to request a **** that showed up and picked me up. Please issue a full refund back to my credit card.  
  
  Sincerely,
  
  ************

  Business Response

  Date: 06/03/2024

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

  Customer Answer

  Date: 06/03/2024

  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:05/21/2024

  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 took a lyft ride to the Ottawa Airport today. The car was rusted, patched up with duct tape and made terrible noises. The driver berated my daughter for apparently slamming the car door. The inside was dirty and smelled of body odor. The driver also was driving with earbuds. Upon arrival my door wouldn't open. The driver stuck his hand out his window and opened the car door from the outside. I immediately complained to lyft and requested a refund as we were extremely uncomfortable and scared during the 30 minute ride. This was a terrible experience and we should have been compensated. Customer service told us the ride was completed so no refund. They td us we should have asked the driver to pull over and get out. I couldn't believe this! Pull over on a busy highway, and request ANOTHER lyft that hopefully will get us to the airport on time. This is ridiculous, unsafe and utterly deplorable. This is not acceptable! I have a 5 star rating with lyft and use it regularly and this is how I was treated... they need ro be accountable for this terrible experience.

  Business Response

  Date: 05/31/2024

  We are in receipt of BBB complaint case ********. Susan M** ******** complaint concerns the safety of a ride FIRST_NAME took on the platform.
  
  Susan wrote into Support on 05/20/2024. Our agents were in correspondence with Susan the same day to inform Susan that we had investigated Susan'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 Susan to address her safety concerns, we consider this matter resolved. 

  Customer Answer

  Date: 05/31/2024

  
  Complaint: ********
  
  I am rejecting this response because: This is totally unacceptable as stated in my original complaint. Lyft did not provide a safe ride for me and my daughter . In response I will let anyone know of your deplorable customer service.
  
  Sincerely,
  
  Susan M** ******

• Initial Complaint

  Date:05/20/2024

  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 had scheduled a ride for Sunday at 12pm. ******* arrived early (at 11:45am) and I received a message from Lyft saying "take your time, your driver will wait until 12:05pm). I went outside to confirm they were there, and no car was there, but they had started the rideWITHOUT US IN THE **** I messaged and called the driver several times with no response. Driver completed the ride, but WITHOUT US IN THE **** So, on Lyft's end, everything looks correct. Except WE WEREN'T IN THE **** I took time-stamped selfie of us still at home at the same time it says we are in the car. I am requesting a full refund and would also like to flag this driver for not picking up their riders. Thank you.

  Business Response

  Date: 05/31/2024

  We are in receipt of BBB complaint case ********. ***************************************** complaint concerns a ride experience on the Lyft Platform.
  
  ****** contacted Support on 05/19/2024. Our agents were in correspondence the same day to address ******'s concerns.
  
  As stated by our Terms of Service, All Charges are non-refundable. This no-refund policy shall apply at all times regardless of your decision to terminate usage of the Lyft Platform, any disruption to the Lyft Platform or Services, or any other reason whatsoever.
  
  As we have addressed ******'s concerns and clarified our Terms of Service, we consider this matter resolved. 

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21738794
  
  I am rejecting this response because Lyft currently does not offer any direct line to handle **************** matters. I never received a call back, or any appropriate response from anyone from Lyft or its representatives. I was never picked up in the car, even though the driver accepted my ride and claims he drove me to my destination, which never happened. I have a time-stamped photo of me in my apartment at the exact same time the driver claims I was in his car. 

  This fare was $99+, and the driver never picked me up. I was never called back from customer service, and I will not pay for a ride service I did not actually take.

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

• Initial Complaint

  Date:05/20/2024

  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.

  Contacted Lyft May 13th regarding issues with the app. *********************** was not helpful resolving the issues. It appear I have a banned from using lyft. For the legal reason they are not able to disclose the reason. I wasnt notified of the reason. You cannot talk to anyone the phone. Barely any proper communication. I hardly use the services.

  Business Response

  Date: 05/30/2024

  We are in receipt of BBB complaint case ********. ********************* complaint concerns the status of Indigo's Rider account.
  
  On 05/13/2024, Indigo was informed by our agents that we had found Indigo to be in violation of our Terms of Service and had deactivated Indigo's Rider account.
  
  As Indigo has been informed that we are unable to reactivate Indigo's account, we consider this matter resolved. 

  Customer Answer

  Date: 05/30/2024

   
  Complaint: 21737095
  
  I am rejecting this response because they no valid reason deactivate my account without proper notice or explanation. They was not advised beside I can no longer use the account.

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

• Initial Complaint

  Date:05/20/2024

  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 had two Lyft drivers passed me the second one was a female Hispanic she drove past me a second time and flipped me a bird while I was sitting out in the hot sun waiting on the driver more than 20 minutes and they had already got my money and never did come pick me up

  Business Response

  Date: 05/30/2024

  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 Cortney 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 Cortney and taken all appropriate actions for these complaints, we consider this matter resolved. 

• Initial Complaint

  Date:05/20/2024

  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 HAD GIVEN ME A DISCOUNT FOR THE **** WHICH ENDED ON THE 20TH OF APRIL. I REQUESTED A RIDE AND WAS PRESENTED WITH AN UPFRONT PRICE OF 6.70. THE ORIGINAL PRICE WAS ***** WHICH WAS CROSSED OUT AN NEXT TO IT WAS THE 6.70. I ALSO HAD A CREDIT FOR 5.00 WHICH SHOULD OF LEFT ME WITH 1.70 TO PAY HOWEVER MY BANK WAS CHARGED *****. AND THE HELD *****. THE 6.70 THAT WAS DISPLAYED COMPLETELY DISAPPEARED. ALSO MY BANKS ALERTS ME FOR THESE HOLDS FOR THE RIDES AND IM NOT SURE WHY THEY ARE TAKING AUTHORIZATION HOLDS IF MY BANK CARD WHICH HAS PLENTY MONEY AND SUCCESSFULLY CHARGED. I GET CHARGED DOUBLE. I WOULD LIKE A REFUND AND IM NEVER USING LYFT EVER AGAIN

  Business Response

  Date: 05/30/2024

  We are in receipt of BBB complaint case ********. ******************************* complaint concerns authorization holds and charges on *******'s account.
  
  ******* wrote in to Support on 05/09/2024. We were in correspondence with ************;that same day to inform ************;of the following:
  
  Like other companies, Lyft uses temporary authorizations to confirm a users payment method. The authorization will never actually process but may show as "pending" on the users bank statement. The users card issuer will remove the hold typically within 3-5 business days, and the card won't actually be charged. Once the user has paid for the ride and the card is successfully charged, Lyft immediately releases the authorization. Users should contact their bank for more information about the particular banks authorization policies and timelines.
  
  Lyfts temporary authorizations practice is disclosed and explained in Lyft's Terms of Service (********************************************).
  

  Also, as stated by our Terms of Service: All Charges are non-refundable except to the extent required by law. 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, Lyft Services, *********** Services, or ********* Services, or any other reason whatsoever.

  As we have further clarified our terms of service and policy regarding authorization holds, we consider this matter resolved.

• Initial Complaint

  Date:05/20/2024

  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.

  05/20/2024 @ 8:40am-9:15am the amount of ***** I wrote to Lyft these concerns below and they provided robotic responses with no resolution or remorse and this is unacceptable in the community certain options seems to be the only way to reach a live agent but the last ride i took was the most horrible experience ever and i was late due to the driver asking questions and confusion i asked driver to drop me off at entrance driver said no and parked, i explained to him that i am already late and he could park after i get out. This driver didnt listen to anything i was suggesting but yet did what he wanted to do just to make me late anyways so yes i am requesting a full refund for the inconvenience and rudeness i have experienced this morning this makes me so hesitant to use your all when the services are

  Business Response

  Date: 05/30/2024

  We are in receipt of BBB complaint case ********. ******************** complaint concerns a ride experience on the Lyft Platform.
  
  India wrote into Support on 05/20/2024. Our agents were in correspondence the same day to address India's concerns.
  
  In addition, 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. We disclaim liability for, and no warranty is made with respect to, connectivity and availability of the Lyft Platform or Services."
  
  As we have addressed India's concerns, we consider this matter resolved. 

• Initial Complaint

  Date:05/19/2024

  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 got multiple Lyft charges around ***** that i didnt even ride lyft at all. Lyft has to explain why every time I am on my grandsons car, i got Lyft charges. Lyft has been fou g this to all passrngers. This needs to be investigated. This has to be reported to any fraud authorities.

  Business Response

  Date: 05/29/2024

  We are in receipt of 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:05/19/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  **** is stealing our time and taking our money at the same time. They have became so big that they have branched themselves out as now "ANOTHER". Meaning they have opened the door for other of your local so-called dealerships as well as your local neighbor for in most cases these cars are in need of some sort of fixing. People who are renting these cars so they can do rideshare not for personal use. And Even if so you rent not to have to worry about the tires exploding or any of the most important lights on the car go out. Not having to drive with the high beams on all weekend and having to drive 2 hours getting there. You are still being charged for that time and if you come up short they want their money and you get told S*** HAPPENS. Left with out a car and not making any money. Uber gets its money and the car renting app you used thru the **** APP gets there money and since there is no rules or laws for any of these apps they are allowed to get away with it. They are allowing 3rd party car dealers and your local neighbor put their cars out with sending out anyone to inspect these vehicles. You have cars with bad tires, bad breaks, headlights that go out at night, tail lights etc. Breaks that start to grind really start to slip when its wet outside . And du to that I rented a car that really needed breaks and the day I took it back the car slid into a wall or *****. Because of that My money is held i am not about rent until gods knows when. I cannot get in contact with anyone from HERTZ or uber. This is all a set up designed to make you fail and they get the win every single time. I have spent over ****** dollars dealing with all the b.s and all i wanted to do in the first place was get my own. I should have been had that by now but I am sitting here broke and trying to figure out how to get myself into another car, get all my money back, or any type of help. HELP ME HELP ME HELP ME HELP ME i HAVE PAID for 7 tires got into 2 had 2 tires explosions and breaks went out on me causing me to jump a curb go down a hill thru a tree free fall off a wall landing on some construction cleanup which prevented me from going thru a WALL and not making it out alive. I was left out side all by myself the *********************** left me the firefighters left me and the paramedics never came because they were short 2 E.M.T'S.

• Initial Complaint

  Date:05/19/2024

  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.

  Subject: Complaint Against Lyft's Deceptive and Fraudulent Practices Dear BBB, I am writing to file a formal complaint against Lyft, Inc. regarding a deceptive and fraudulent practice that I recently experienced. As a loyal customer of Lyft for several years, I am deeply disappointed and frustrated by this incident. On May 19, 2024, I requested a ride using the Lyft app from ****** **** ***** to **** ***** ******* **** *****. Instead of taking the most direct route, the driver was intentionally routed a ride to triple the distance, resulting in an exorbitant fare that was significantly higher than what I have paid for similar trips in the past. This blatant manipulation of the route to inflate the fare is not only unethical but also constitutes a fraudulent practice. Upon realizing the excessive charge, I immediately contacted Lyft's customer service to report the issue and request a refund. Despite my efforts, I have not received a satisfactory resolution or a refund for the inflated fare. The driver's actions were clearly an attempt to exploit me for financial gain, which is completely unacceptable and undermines the trust I had in Lyft's services. I am seeking the following resolutions: Full Refund: A complete refund of the fare charged for the trip in question. Investigation: A thorough investigation into this incident to ensure such practices do not happen to other customers. Corrective Measures: Implementation of corrective measures to prevent drivers from exploiting the system and overcharging customers. This experience has left me feeling cheated and has caused significant frustration and inconvenience. As a result, I have decided to cease using Lyft's services until this matter is resolved and I am assured that similar incidents will not occur in the future. I hope that the BBB can assist in mediating this issue and help achieve a fair resolution. I look forward to your prompt response and assistance in addressing my complaint.

  Business Response

  Date: 05/29/2024

  We are in receipt of BBB complaint case ********. Nahsechay D***** complaint concerns a ride experience on the Lyft Platform.
  
  Nahsechay contacted Support on 05/19/2024. Our agents were in correspondence the same day to address Nahsechay's concerns.
  
  As stated by our Terms of Service, “All Charges are non-refundable. This no-refund policy shall apply at all times regardless of your decision to terminate usage of the Lyft Platform, any disruption to the Lyft Platform or Services, or any other reason whatsoever.”
  
  As we have addressed Nahsechay's concerns and clarified our Terms of Service, we consider this matter resolved. 

  Customer Answer

  Date: 06/04/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have paid Lyft. I have been a customer for quite some time. Their fraudulent practice of exaggerating the distance they needed to use thereby tripling the cost of their service is an unfair practice. My home is 4.6 miles from the airport. Their greed increased it to 20.2 miles and this practice is deceptive and is unacceptable. My cost, due to the mileage went from $8.93 to $38.99. They increased the time to get me home from 11 minutes to 31 minutes and it was unnecessary and done out of greed. As consumers we don't expect companies to cheat us in this manner. They have said they will not refund the money. At this point my complaint is that they are utilizing deceptive and unfair practices to cheat their customers, I used to be one; however, I will never use their services again. Their customers should be made aware of this fraudulent practice.
  
  Sincerely,
  
  Nahsechay D***