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Business Profile

Car Service

Lyft, Inc.

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 21 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.

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    Customer Complaints Summary

    • 3,968 total complaints in the last 3 years.
    • 1,007 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:07/15/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 need help resolving an issue with Lyft. Attached to my Lyft account is a rewards program tied to my Hilton Honors account. This allows me to earn ****** Honors points when paying for Lyft ride shares. On June 21, 2025 I purchased a ride and Lyft's automatic system failed to credit the ride to Hilton. Therefore, I did not receive my Hilton Honors Points. I reached out to both Hilton and Lyft to have this resolved. ****** told me I had to go directly to Lyft as it is there system that sends the ride info to them. As I said, I also reached out to lyft. An agent reached out to me. Asked me for info I already supplied to them in the initial request, and then they ghosted me. I want lyft to fix my Hilton Points and take corrective action on the agent.

      Customer Answer

      Date: 08/04/2025

      You can close this complaint. I made contact with them. Thank you,

       *******

    • Initial Complaint

      Date:07/15/2025

      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.
      Ive been locked out of using my Lyft Cash and a $50 gift card due to an outdated billing verification requirement tied to a closed debit card I no longer use. This card was closed nearly a year ago and is no longer accessible. Despite verifying the correct billing address through screenshots of old bank statements and ****** (who issued the card), Lyft continues to block access to my funds.I have contacted support multiple times and submitted all requested proof. The case has been escalated to a specialized team for weeks, but I have received no resolution and no timeframe. I cannot use the Lyft Cash or the gift card, both of which are tied to my current active payment methods.This is unacceptable. I am being denied access to money that belongs to me including a gift card that was purchased by my mother for a specific purpose. Im simply asking for Lyft to release my funds or provide a temporary override so I can use their service.

    • Initial Complaint

      Date:07/14/2025

      Type:Billing 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 hired Lyft to provide me a ride from my home to the airport. During the ride I elected to provide the driver a 20% tip in advance of the ride completing as I might get distracted after getting to the airport to remember to give him a tip. Later at the airport I learned that the driver accused us of damaging the car and I disputed the charge with Lyft and they agreed to credit me. I then requested them to reverse the tip I elected to give PRIOR to the ride completing. They said they cannot reverse a tip payment. I appealed multiple times with no success. I am now appealing to the BBB before disputing this charge with my credit card company to hopefully come to a resolution. I am just requesting a reversal of the tip amount (20% or $17.73)

    • Initial Complaint

      Date:07/11/2025

      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.
      On July 10th I took a Lyft ride home from work and about an hour or so after the ride I was charged $80 for a cleaning fee, with the driver claiming that I vomited in the back seat. Not only are these claims completely fraudulent, Lyft customer service did nothing to reverse the charges. Im transparent in that you can look up my entire history on the app and see that Ive had no issues involving any rides. Yet now they are taking my money based off of accusations from a random driver. This is completely unacceptable. I need to be refunded the full $80 that has set me back financially.

    • Initial Complaint

      Date:07/10/2025

      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.
      On July 9, my driver took an another route, which cost much more time than the original route. I arrived late for over 30 minutes. When I booked this ride it said it only costs 34 min, but it costs 1h eventually.And driver did not dropped me off at the designated location.

    • Initial Complaint

      Date:07/10/2025

      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.
      On July 5, 2025, I ordered a Standard ride at 5:00am from my house to the **************. The car that arrived was driven by ****** who was driving the latest model of the ***** Civic (red colour). When ****** saw that I had 2 check-in type luggages (which fits a ***** Civic), despite being just 1 passenger, he automatically denied me the ride. The only way I could book another ride from the Lyft app was to cancel the current ride with him. From my understanding, ride hailing services such as Lyft and **** allow for 2-3 large luggages on a standard vehicle. As such, I find it unreasonable that the driver denied me the ride.With the cancellation, I was charged CA$5.65 cancellation fee. I used the Lyft app to dispute the charges but the app is very restrictive and there weren't any options for me to explain my side of things. It just automatically decided to issue me a $5.65 coupon because Lyft's app deemed that it has found an issue with my ride. Lyft does NOT have any email or contact centre that they can be reached at to explain my situation. There is also no option in the app for me to reach out to any company representative for support on my issue. Therefore, I have no choice but to seek BBB's help to contact them and request that a FULL REFUND of $5.65 be credited back to my credit card because the coupon is of no use to me as it expires on Aug. 4, 2025 and I'm not in a country where Lyft is available to make use of this coupon during it's validity period.

    • Initial Complaint

      Date:07/09/2025

      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.
      I was picked up at *************. The driver picked me up and said he was there to get gas and will do that if the line was not too long. He saw the gas line was long and said he will take me to another gas station. It just seemed very unpleasant experience. I requested to cancel and was charged for the driver trying to find a gas station. Driver offered to cancel. I had to pay additional fee for a different ride trying to get to my destination.

    • Initial Complaint

      Date:07/09/2025

      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.
      Hello my name is ******* ******* and I was a Lyft driver for about six months in ******* *****. I moved back to ************ to help out with my sick mother after living in ******* for 8 years. I had to quit my job due to a family emergency and weeks later my cousin suggested I drive for Lyft again. I thought it was a good idea and it was a way for me to make money while choosing my own schedule and being there for my family. My cousin helped me with the deposit. I booked the car with the down payment and got a reservation. I picked up the car on June 17th, 2025. June 21, 2025 around 6:30am I got ready to drive and pick up people. As Im walking to the end of the block which is not far from my house, I noticed the back window busted out. I immediately think I have to take the car back to Lyft. Im ******, I go to the driver side and open the door. I sit down to start the car and Thats when I noticed the steering wheel and the part where I p it the key in was messed up so got out the car and called the police and then I noticed Lyft. I didnt have the car for a full week. The car was parked on the side street with other cars parked behind me. My argument is I think its unfair how I been treated these last couple of weeks. I had shards of glass in my behind and legs from when I sat down thinking I could at least take the car back to Lyft Flexdrive lot. I was under the impression that I could get another car because I was not fault and I was also able to book a new reservation for July 2, 2025. That was scheduled two weeks after the incident occurred. No one from Lyft called me, emailed me nor reached out to me on the app regarding me not being able to rent until I had a zero balance. However, I reached out to Lyft multiple times and every time I got the run around and no answers. I was advised to reached out for debt forgiveness because I was not aware that KIAs are known for high theft and Lyft didn't make the security modifications and also did not inform me

    • Initial Complaint

      Date:07/09/2025

      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 added Lyft cash to my account and now it is saying I can not use it when you chat it says someone will reach out to you through email. Well they never do. I added money to my son account and they closed the account and kept my ****** stating they dont give refunds. Well why take customers money knowing it cant be used. Then you can not even talk to anyone this is crazy

    • Initial Complaint

      Date:07/08/2025

      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.
      I recently filled a complaint against a LYFT driver who not only made me walk a block to his car ( there was no traffic and I walk with a cane), but also refused to remove his headphones and stop talking in the phone. When I asked the driver to roll up his windows and get off the phone, he canceled my ride and dropped me off in some random street. I WAS ON MY WAY TO THE HOSPITAL!I called lyft immediately af5er another driver picked me up. The agent said she would take immediate action and told me I would not have that driver again. About 2 hours later, I received a call from another lyft agent who stated that the driver had accused me of making discriminatory remarks. NOT ONLY DID THIS NOT HAPPEN, IT WAS OBVIOUS HE WAS TRYING TO COVER HIS TRACKS SINCE I TOLD HIM THAT I WOULD REPORT HIM TO LYFT FOR NOT REMOVING HIS AIRPODS!Lyft suspended my account unjustly, and never replied back to my response to their email.I took a picture of the driver and the license plate, but ********************** has ignored all safety protocols!

      Customer Answer

      Date: 07/09/2025

      My name is: ***** *****

       

    Lyft, Inc. is NOT a BBB Accredited Business.

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