Complaint
I was charged a $10 cancellation fee twice when I unaware that I was cancelling rides
Good Afternoon,

I recieved a $10 cancellation fee for two separate occasions on the same night of Thursday December 31st 2015. I was having a difficult time using the App due to a recent update and was unaware that I was cancelling the rides. I have been an avid Lyft user for the past three years and have never had difficulties using the App. I started using the service in California and when I moved to the East Coast I have conintued using Lyft for transportation. I would greatly appreciate a $20 refund for the two cancellation fees. I also tried emailing Lyft using a different webpage, but the internet page was not working correctly and the email could not be sent.

Thank you so much for your time and consideration,
******** ********

Desired Settlement
I am seeking to recieve a refund for the two $10 cancellation fees I received (a total of $20)

Business Response
We are in receipt of BBB complaint case #XXXXXXXX. Ms. ********'s complaint concerns two cancellation fees she incurred. Ms. ******** was unable to contact Support via Lyft's Help Center. We have since been in correspondence with Ms. ******** and have refunded the cancellation fees. As such, we consider this matter resolved.

Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this response because I have been refunded the amount desired, thank you!

Complaint
Numerous canceled rides after the driver falsely enters pickups.
I would like to complain about two drivers canceling my ride after they found my destinations.
The first driver was the most egregious. The driver ****** called me on his way to pick me up and asked me several times what was my destination. My friend at Uber told me that on Uber & Lyft the driver never knows the destination until pickup and if they ask don't tell them. Drivers aren't allowed to discriminate their rides.

After asking me several times I only old ****** my address for pickup and then said bye. He then falsely entered that he picked me to see where I was going. Once he saw that it was a short ride he turned around, I saw his car on ****** Avenue. I took screen shots of the call log, his location during the call, his pic, and license plate number.

When I got a lyft ride to the mall and needed one back a similar thing happened to me except quicker. This time I wasn't able to get a screenshot of the driver. The driver was *** and he drives a silver Kia Optima Hybrid. The text message from Lyft came in on my phone, XXX XXX XXXX, at 7:29 PM. He claimed he was there, but was actually 1 mile away, saw my destination and then canceled.

This is a serious problem that Lyft doesn't seem to be addressing. If this was a Taxi there would be serious consequences, especially since I'm disabled and can't drive.

****** drives a blue Toyota Prius license plate: XXXXXM1. He called me from a Lyft owned number, +X (XXX) XXX-XXXX, the call lasted for 42 seconds.

Desired Settlement
I want to give feedback for both drivers. If they record a pickup and then cancel,Lyft should allow their clients to give feedback. Along with the feedback Lyft needs to add them to banned pickups for my account.

Lyft should also investigate the patterns of these drivers. The call logs and cancellations should be in the Lyft database. My phone has all of the necessary records if they need it.

Complaint
Driver overcharged me by $50. Advertised 50% off but did not honor it. Charged $25 hold fee. Help Desk has stopped responding. Contact only by email.
On 12/21/15, driver ***** picked me up in ********* and I was headed to Queens. My first time using Lyft. My sister said to take Lyft because they are offering 50% off and she also had a $50 credit to give me. Before the promos - the ride was estimated $43. ***** confirmed 50% off. I told him to take the quickest route, he asked if I lived by***** Pkwy, I said yes (because I do, I wasn't suggesting he take it). A few minutes later we are by Bayridge, BK on the***** (opposite end from where I live). I asked why he took the long way?! "There's traffic the other ways" but at 11:30 pm on a Monday? I don't think so. It took an hour to get home, should have been a half hour. I was trying to get the $50 credit on my account but the link in the promo email just sent me to the app and nothing else happened. ***** said "Email tomorrow, they'll help you". This must have been a joke to him. Lyft support didn't help much. Anyway, I get to my house and see my account is charged $110.09. I immediately email Lyft Support. In my Chase debit account linked to my new Lyft account, I see a pending charge of $25 and figured that was the ride with 50% off. But, it wasn't. ******** replied to my inquiry and said that was a hold fee in case I don't pay. But, it's linked to my account how can I not pay? She assured me it would not go through as long as I pay, it was just a hold and would stay pending. On 12/22 the $25 charge goes through, on 12/23 the $85.09 goes through. I email again, ***** responds, she says I was overcharged for the ride and will refund me $49.49, the ride cost should have been closer to $60.60 (***** said). I inquire further about the 50% off promo and my $50 credit because that point was neglected in the response, I also provided link and code to my credit. **** ***** replies, she tells me to send her the code I am trying to enter and also send a screenshot. I send the code (again) and screenshot the $50 credit from my sister's account and the 50% off promo sent by email. **** **** replies, said I wasn't given the 50% off because it wasn't on my account, this is why I sent the code and screenshot in previous email as it was requested of me. ***** confirmed rides were 50% off, it was not clear to me I had to do anything. I reply again, expressing my frustration that everyone is telling me different things and they ask me to provide documentation and I do and my promos are still not honored. When I try to call, it is all automated and geared towards a customer involved in an accident in a Lyft vehicle (which is not the case). My last email sent 12/26 has not been responded to. Chase has temporarily replaced the funds and they are contacting them about my claim. I'm not sure what's going to happen but I feel like I've been scammed and the 3/4 people of Lyft support didn't help. ***** helped because she saw I was overcharged for the ride. People should know Lyft is a scam and be careful!

ADDITIONAL DETAILS:
Case is being handled by another organization: Chase Bank (they're trying, not final)

Desired Settlement
I want my money back and my account deleted.

Business Response
We are in receipt of your December 31, 2015 correspondence regarding BBB case number XXXXXXXX. Ms. ******'s complaint concerns a ride fare she incurred during a 50% off promotion. Ms. ****** wrote to Support on December 23rd. On December 26th, we were in correspondence with Ms. ****** and confirmed that the promotion had not been applied to her account. We have since been in correspondence with Ms. ****** and have adjusted her ride fare. As such, we consider this matter resolved.

Complaint
Stole money from my bank of America account.
After evidence was emailed to babran lyft service
Representative...
Monday(12/21/15) I took a LYFT ride and was charged 25.18
I had a lYFT credit of 20.0 by using a promo card so my ending balance was 5.18... Now my issue is they have a policy that dose a pre authorization charge to your bank account to make sure that your able to pay the 5.18 I owed I understood that. Everything was fine Tuesday came(12/22/15)and I received a notification from my bank saying that the 5.18 was paid and the pre authorization charge was place back into my account. Well I thought everything was fine until I woke up Wednesday(12/23/15)@ 3am for work with a charge from this company again for 25$ after the fact of everything was over. Now there going to say that, that 25$ charge is a pre authorization charge I can prove Thur there own word and policy that, that is a lie. In there policy it states that you will receive a charge in your bank account that will read san Francisco CA pre authorization of 25$. And the money will be put back into your account once the owed is paid depending on your bank will my bank is bank of America and the matter was resolved Tuesday and my balance did go back up. But Wednesday another charge a different charge that does not read san Francisco CA pre authorization but reads San Francisco CA charge 25$ pending when the 5.18 shows paid(remember what their policy states) so this means they took unauthorized money from my account. I have proof of this and the conversation with there Help representative babran and me also sharing this evidence with and instead of apologizing for the misunderstanding and will fix that issue. The help person accused me of being a liar by saying did any one of my family member us my account with lyft. When clearly you can see the discrepancy on my bank statement. So long story short they stole money from my account and accused me of being a liar about it...

Desired Settlement
To give my money back I trusted this company with my account and they double charge me called me a liar and showed them where they missed up.

Business Response
We are in receipt of your December 23, 2015 correspondence regarding BBB case number XXXXXXXX. Lyft's support team addressed Ms. ****' concerns on December 23rd.
Our actions were to inform Ms. **** of the following:
Like many businesses, Lyft places authorization holds on credit cards to determine that the card is valid and the consumer has the ability to pay for anticipated charges on the Lyft platform. We release the hold on the funds immediately upon confirming availability, and have no control over when a bank permits access to those funds.
This practice is disclosed and explained in Lyft's FAQ pages (lyft.com/ccauth), the URL of which appears in the line-item description for the hold.
The hold on Ms. ****' account was automatically removed by his bank shortly after he emailed us.

We consider this matter resolved.

Complaint
LYFT billing me SEVEN FRAUDULENT charges so far (4 on 12/15 and 3 on 12/17). I HAVE NEVER USED LYFT OR HAVE THE APP IN MY MOBILE PHONE.
Someone is using my account to charge LYFT rides. I filed a complain in LYFT web site since no one ever answers the phone. No reply from them so far and further charges appearing on my account. My Bank cancelled my debit card and issued a new one, but additional charges appeared so I believe they got my checking account number. My bank is We Florida Financial. The charges: $5.87, $18.12, $$6.70 and $6.70 on December 15,2015 and $6.70, $18.11 and $10.84 on December 17, 2015.

Desired Settlement
LYFT needs to give a case number once the complaint is placed in their web site. I never got any acknowledgement to the fraudulent charges complaint I filed in their site or a call back. Then they need to stop any further charges and credit the ones they already charged. If they don't acknowledge a complaint or reply back to my messages, they are knowingly allowing fraudulent charges.

Complaint
I was billed for services that I've used or contracted. I've requested a review of unauthorized charges to my debit card account.
I became aware of unauthorized charges by this company and immediately contacted them via email, providing them with all the information as instructed on their website. I also called the only number i was able to find, their website only provides email communications. I provided as much detailed information as possible, documented account charges, dates, amounts, card info and my contact info. When i called the only number i could find i found out it was for accident reporting and other emergencies and was redirected to their website and email communications as the only means to resolve my issue, i was also told that the usual turnaroubd time is 24hrs from their fraud dept. This all started on XX-XX-XX when i sent my first request with adt'l updates thru 12-20 as chrges where updated. I've yet to receive any sort of response or resolution. I can't cancel my debit card for now. i dont want to be left without my debit card since im out of my homestate and it would be greatly inconvenient to be away from home without access to my money for any lenght of time while im away from home. I will end up disputing those charges with Visa or my financial institution as soon as i get back to my hometate. This is extremely frustrating and dissapointing from what seemed to be a legitimate company.

Desired Settlement
I would like my debit card removed from their system, blocked from any future charges and full refund of charges.