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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.

    Please enter a valid location.

    • Lyft, Inc.

      San Francisco, CA 94107-1725

    • Lyft

      2011 Crystal Dr Ste 210 Arlington, VA 22202-3779

    • Lyft

      715 Saint Paul St C/o Incorporating Services Of Md, Ltd Baltimore, MD 21202-2311

    • Lyft

      1848 Wyoming Ave NW Washington, DC 20009-1882

    • Lyft, Inc.

      820 Ernest W Barrett Pkwy NW Kennesaw, GA 30144-4925

    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:05/28/2024

      Type:Service or Repair 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.
      I ordered Lyft ride from home to doctors appointment. The driver did not show up although he said he did. After making me late for cardiac surgeons appointment, Lyft had gall to bill for missed ride.

      Business Response

      Date: 06/03/2024

      We are in receipt of the BBB complaint case *******. John L. M******* ***** 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 John to request the additional information necessary to appropriately respond to this complaint.

      As such, we consider this matter resolved.

    • Initial Complaint

      Date:05/27/2024

      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.
      On May 17th Lyft charged my credit card $5.00 for a "no-show" fee. Using their "app" I contested the charge asking for a credit to my Visa account. They admitted that the charge was a mistake on their part and posted a $5.00 credit to my Lyft account. I did not request a Lyft ride on May 17th. The last time I used Lyft was January 13,2024. I found out that the $5.00 credit they posted to my account will expire in late June 2024. I have attempted to contact Lyft by phone but the numbers I have called are recordings and never allow me to speak with a live person. I did use the Lyft "Help" text program asking for a refund to my Visa Card but after various back and forth explanations that were not logical they finally stated that they c**** not refund the charge to my Visa account.
      I realize that the $5.00 charge is insignificant but I will never realize the refund of the charge due to it expiring before I will ever have a chance to use it. It also makes one wonder if this is Lyft's business model to collect illegal funds from riders, in other words a SCAM !

      Business Response

      Date: 06/03/2024

      We are in receipt of BBB complaint case ********. Charles G****** complaint concerns a ride cancellation fee.

      Charles wrote into Support on 05/27/2024. Our agents were in correspondence with Charles and informed Charles that we had credited the cancellation fee in question.

      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 credited the cancellation fee in question, and clarified our Terms of Service, we consider this matter resolved. 

      Customer Answer

      Date: 06/03/2024



      Complaint: ********



      I am rejecting this response because:

      Lyft attempted to illegally create a false charge then turn it into a “credit” rather than refund the actual funds from my credit card. 

      Sincerely,



      Charles G****

    • Initial Complaint

      Date:05/27/2024

      Type:Service or Repair 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.
      During a Lyft ride on 05/25/2024, my phone was lost inside the car at approximately 4:35 PM. Once lost, the driver or another rider stole the phone and will not respond to any attempts to reclaim the device. The following contact forms were used for Lyft to 0 response; ***************************** Email, and Phoone.Lyft has refused to help at any point in this process to recover the stolen item.

      Business Response

      Date: 06/03/2024

      We are in receipt of BBB complaint case ********. ********************************* complaint concerns a phone that **********;left in a Lyft ride.

      ***** wrote in to Support on 05/25/2024 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 ***** and assured ***** they were contacting *****'s driver to help with retrieving the 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 informed ***** about next steps taken towards recovering *****'s phone and clarified Lyfts Terms of Service, we consider this matter resolved.

    • Initial Complaint

      Date:05/27/2024

      Type:Order 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.
      I have ride share insurance through State Farm, and Lyft is deducting insurance out of my payroll. Week ending 05/26/24 Grossed $683.49 Auto commercial Insurance $272.04 Earnings $410.77 $272.04 X 4 weeks = $1,088.16 Currently there are approximately ********* Lyft drivers in the *************. ********* X $1,088.16 = $1,524,040,000.00 Per month. In one year $18,288,480,000.00 If the drivers have rideshare insurance through their auto insurance coverage, something have to be done to stop this fees, the drivers are going through financial hardship, just like me. We pay for a fuel, repairs, auto loan payments, maintenance, tires, not enough money left to survive.

      Business Response

      Date: 06/03/2024

      We are in receipt of BBB complaint case ********. ***************************************** complaint concerns ***********'s driver earnings for rides Maximiliano has given on the Lyft platform.

      *********** wrote into Support on 05/26/2024 regarding the calculations of Maximiliano ride payments. Our agents were in correspondence with ****************;the same day, we inform ****************;that the fare they received was quoted to them before they accepted the ride request.

      Our Terms of Service that all drivers have to agree to before they use the Lyft platform states, "The Upfront Driver Fare may be calculated using several factors, including estimated time and distance, pick up time and distance, and other real-time market conditions. Upon acceptance of this ride request and completion of the ride, you will be paid the Upfront Driver **** unless there are significant changes to the trip."

      As such, we consider this matter resolved. 

    • Initial Complaint

      Date:05/27/2024

      Type:Billing 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.
      Lyft is always charging me 2x for every ride that I take, if I request a ride that costs me $20, they will take out that $20 but they will also keep another $20 pending on my bank account for several days, so a $20 ride will always turn into at least a $40 ride. This double pending as been going for several months now. It has gotten to the point where the company Lyft can no longer be trusted with handling transactions as they will always charge you twice for the single ride.

      Business Response

      Date: 06/03/2024

      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:05/27/2024

      Type:Billing 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.
      They charged me twice for a ride and they have no way to contact them now my bank is now in negative I went on the site to try and fix it they have no contact option at all no chat or anything it's crazy I'm poor I'm upset I had to pay 70 for two rides as is but then they charged me an extra 40

      Business Response

      Date: 06/03/2024

      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:05/26/2024

      Type:Service or Repair 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.
      At 8:06 a.m. I summoned a Lyft car to go to church. I was watching on the app. The driver never came here. But I could see the app claiming I was in the car. I texted driver that it was not me in the car. She ignored me. I summoned another driver who picked me up 8 min later at my home. Turns out the first driver went to wrong address and waited. Nobody came out so the Lyft driver instead of taking cancellation fee , she pretended she picked me up and drove the route so she would get full fare. I called another Lyft and got picked up at 8:21 and brought to where I was going. I texted Lyft and they said she picked me up and dropped me off. It's IMPOSSIBLE. I have ALL PROOF of everything I say. I took screenshots of everything. Plus I am a disabled senior. I live in a secure building. Security cameras here will show she never came here. That I was out front the whole time. This woman lied to get full fare because nobody came out ( because she was at wrong address ). She did not come here and pick up anybody. This is a scam they are pulling. I can prove with evidence every word I say. This isn't first time. They don't like coming to senior buildings because they need help people with walkers. I was charged twice for one ride. I know it's small money. I am very angry. I live on fixed income. This is literally legal robbery. Lyft told me in app that she did pick me up and bring me to destination. As God is my judge she is a liar. She did it to get full fare because she was at wrong address. Security cameras here will prove her a liar. This is regular practice for Lyft. Always seniors because they think we are stupid and would not notice. A Lyft car picked me up 2 min before she was supposedly dropping me off. This is one sneaky woman. I'll press charges if possible. I can prove other times they ripped me off also. I am so angry that she did this and got away with it. If you contact me I can send you all the proof for this incident.

      Business Response

      Date: 06/03/2024

      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:05/26/2024

      Type:Sales and Advertising 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.
      On Sunday May 26th took a ride from ******** to my home during the day that lasted under 15 minutes. I am disabled and need to use ride apps to get around, especially on Sunday as the buses are not as frequent. After a short ride home I was charge 150 dollars for damage. I advised no damage occurred during my Ride and I was sent pictures of puke that was not in the car when my ride completed. I was fradultly accused of this Falange and had 150 dollars stolen from my account. I tried appealing and explaining to Lyft but they called me a Liar and said to bad. This feels illegal and wrong.

      Business Response

      Date: 06/03/2024

      We are in receipt of BBB complaint case ********. *********************** complaint concerns a damage fee that **** has incurred on the Lyft platform.

      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.

      Hope acknowledged that Lyft may charge Hope's credit card for damage caused by ****'s use of the Lyft platform when Hope accepted Lyft's Terms of Service. As such, no refund has been issued.

      As we have clarified our damage policy, we consider this matter resolved. 

    • Initial Complaint

      Date:05/26/2024

      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.
      Spent $280 out of pocket for a locksmith to retrieve my items from the drivers car, spent over 5 hours asking this guy for help, spent $80 for the ride there and ride home because it became to late to take public transit. **************** was homophobic and super unhelpful and only. Offered a $25 CREDIT not even a refund

    • Initial Complaint

      Date:05/25/2024

      Type:Customer Service 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.
      Requested black SUV ride type, which i paid a premium price for. Lyft policy states customers will be picked up in black car that seats 6 people. Instead was picked up in a white car with a license plate that did not match what was indicated in the app, and definitely did not seat 6 people. Due to urgency to get to a business meeting, we took the car as is since there was not enough time to request another car. Requested refund since car received did not match the car and ride type requested. Lyft denied the refund saying their policy doesnt allow refunds, and did not penalize driver for violating policy other than saying I will not be matched with this driver again. Lyft clearly does not care about the safety of its customers and does not care to curate a safe environment for its customers.

      Business Response

      Date: 06/03/2024

      We are in receipt of the BBB complaint case ********. Z *****'s 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 Z to request the additional information necessary to appropriately respond to this complaint.

      As such, we consider this matter resolved.

    Lyft, Inc. is NOT a BBB Accredited Business.

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