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

  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, Inc.

  150 2nd Ave N Nashville, TN 37201-1934

• 

  Lyft

  1848 Wyoming Ave NW Washington, DC 20009-1882

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:12/23/2023

  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.

  They fraudulently charged a card on file they said they were unable to verify for 25 dollars. When I tried to reach and get info they gave me none and said I was out the money.

  Business Response

  Date: 12/28/2023

  We are in receipt of BBB complaint case #********. ********************* complaint concerns charges **** incurred on ****'s Lyft account.
  
  Our agents have been in correspondence with **** to investigate these charges in full and ensure that the proper assistance is provided to **** for the broached 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 followed up with **** and continue to provide assistance in identifying these charges and their origins or purpose, we consider this matter resolved.

• Initial Complaint

  Date:12/23/2023

  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.

  Today I took a Lyft from my house to my husband's workplace at 4:12pm and when I had the trip up it said it was going to be $17 and some change. I booked the trip and when I got dropped off 15 minutes later a mere 6.4 miles from our condo I was charged $35.73 for the trip. There is absolutely no way that I should have been charged double plus what it originally showed on the screen. I placed several disputes and on the Lyft app it said the price was correct. I want a refund for the trip because of deceptive practices by Lyft. We have never paid such a high price to go 6 miles and something glitched in Lyft's system to take it from $17 to over $35. Here is Lyft's response on Twitter:Thanks so much for the holding time, *****. We're sorry to know about this ride that was expensive than you expected for. Rest assured that we always want to offer you the best service. We took a closer look into this ride to see what we can do, but we couldn't find a lower fare, around $35 in our end. What we can see is that you were charged the upfront price for the ride with *****. We'd like to share with you that it's very common that riders go to another app to compare prices. In these cases, when riders go back to Lyft app, the system adjusts the fare based on real time factors such as ride demand and drivers availability and that's what might've happened. We checked this ride's price to see how we could give you a hand here, but we are afraid that at this time we are unable to adjust it since your ride cost matched the upfront price originally quoted. To learn more about how Lyft ride costs are calculated, click here: **********************. If you'd like us to check anything else, don't hesitate to reach out, we're happy to assist.Thanks for getting back to us. We've provided to you all the information we have regarding this concern.

  Business Response

  Date: 12/28/2023

  We are in receipt of BBB complaint case ********. *************************** complaint concerns a ride experience on the Lyft Platform.
  
  ***** contacted Support regarding the ride payment concern. 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: 12/29/2023

   
  Complaint: 21049155
  
  I am rejecting this response because:  This has nothing to do with their policy of charges being non-refundable.  Lyft falsely advertised one price and then charged me another price that was more than double of what I was originally quoted.  So that's fine if their policy is that charges are non-refundable, but they can't charge customers more than it originally showed they were going to charge.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/07/2024

  We are in receipt of the consumer rebuttal in BBB complaint case ********. *************************** complaint concerns ride payment on the Lyft Platform.
  
  Support has been in contact with ***** to inform ***** that Lyft has reviewed the ride charges and can confirm the ride charge is correct. 
  
  As stated by Lyft's 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 such, we consider this matter resolved.

  Customer Answer

  Date: 01/10/2024

   
  Complaint: 21049155
  
  I am rejecting this response because: Lyft just keeps sending the same generic response.  The fact is, I was shown one price when I entered my information into the app and then after I accepted it I was charged a price that was more than double what I was originally quoted.  Lyft can keep just regurgitating that their policy is that the charges are non-refundable, but that has nothing to do with my complaint that they changed the price after I accepted a lower price.  This needs to be refunded and their practice of changing prices without the customer knowing needs to stop.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/22/2023

  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.

  This has been an o goun issue. Beginning October 2022, I have had an outrageous amount of overcharges, duplicate transactions and hackers into my accounts. I kept changing my I formation and I've requested documentation for my other accounts in order to review all of them. However, I have not received any response from Lyft. There was many times I was left at the incorrect address or discriminated sgsi st due to my disability. It always seemed like i.was being charged double the price. I would appreciate if corporate vonravted Me in order to resolve this issue.

  Business Response

  Date: 12/28/2023

  We are in receipt of BBB complaint case ********. ********************************* complaint concerns charges ******* incurred on Prisila Lyft account.
  
  Our agents have been in correspondence with ******* to investigate these charges in full and ensure that the proper assistance is provided to Prisila for the broached 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 followed up with ******* and continue to provide assistance in identifying these charges and their origins or purpose, we consider this matter resolved.

• Initial Complaint

  Date:12/22/2023

  Type:Billing 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.

  Someone (a fraudster) compromised my debit card with $1,027.93 of Lyft charges and there is no way for me to speak with a customer service representative regarding these fraudulent charges. I feel extremely violated and this company is adding insult to injury by not providing a method to dispute charges that I never made.

  Business Response

  Date: 12/26/2023

  We are in receipt of the BBB complaint case ********. ***************************' complaint concerns charges on ********'s debit card.
  
  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:12/22/2023

  Type:Sales and Advertising 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 ordered a Lyft ride on December 22, 2023 to go to the airport and the driver came but by the time I stepped out of the house, he had already left. My app showed as if I had taken the ride. During this time I could not do anything on the app as it showed I was in the ride. So I had to order another ride from Uber account so we can get to the airport on time. Upon contacting Lyft customer service, they called me a liar and did not believe me. I provided them the evidence that I was in Uber ride because I did not get picked up but they were firm on their decision. This is not a proper way to address an issue like this. I have attached proof of what the Lyft ride says my pick up time was and my actual time of leaving the house as per my ****** timeline, alone with a second Lyft ride notification that I had to get from an Uber account. I have also attached my chat with the Lyft agent. I want them to acknowledge this incident happened interesting of blaming the customer.

  Business Response

  Date: 12/26/2023

  We are in receipt of BBB complaint case ********. ***************************** complaint concerns a ride experience on the Lyft Platform.
  
  ****** wrote in to Support on December 22, 2023. Our agents have since been in contact with ****** to inform ****** that 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.

• Initial Complaint

  Date:12/22/2023

  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.

  12-22-2023 My complaint is against ********************* Lyft. I am a Lyft driver, but we are not considered employees of Lyft, so this is not an employee/employer complaint.Lyft occasionally offers bonuses to drivers if a "Ride Challenge" is completed by the driver. This particular "Ride Challenge" was for $210. The way to earn the $210 was completed 2 legs of the challenge. The first leg is earned by giving 40 rides to receive $90, then the 2nd leg is earned by giving another 20 rides to receive an additional $120, bringing the total to $210. In total, 60 rides had to be completed in order to receive $210, or both legs of the "Ride Challenge" bonus. I completed the first 40 rides and received $90 compensation, however after my 19th ride of the 2nd leg, I was logged out of the Lyft system and told that I had to take a 6 hour break for every 12 hours logged on. The issues I'm having with being logged off is that I took a couple breaks within the 12 hour timeframe, and also I was logged off prematurely, before 12 hours expired. I spoke with Lyft's customer service and their answer did not add up mathematically. They stated that even if I took a volunteer break, the system would log me off after 12 hours. What really does not make sense is that the first ride I gave on December 21st was at 2 a.m. (I was not logged off at 2 p.m.) I slept for 7 hours and logged back in at 9 a.m. (I was not logged off at 9 p.m.) Then I took another break at 11:41 a.m. until 4:08 p.m. (I was not logged off at 4:08 p.m.) ( I was logged off at 4:03 a.m. (which is less than 12 hours) I also took another break from 6:45 p.m. until 8:54 p.m.My point being, that if the system "logs you off automatically after 12 hours, no matter what, then why it didn't occur at any of the point listed above. I was logged off with 1 ride to go, and Lyft refused to allow me to log in and complete the challenge, and the challenge ended at 5 a.m. and is no longer available. Lyft owes me $120

  Business Response

  Date: 12/25/2023

  We are in receipt of BBB complaint case ********. ***********'s complaint concerns a Ride Challenge promotion.
  
  ****** reached out to Support on 12/22/23 to ask for Ride Challenge clarification surrounding the promotion. Support informed ****** of the following: ****** did not meet the ride requirements due to having to take a take a full, uninterrupted 6-hour break for every 12 hours you're in driver mode.
  
  Additionally, These 12 hours in driver mode do not have to be consecutive. 
  
  As we have followed up with ****** and clarified the promotion terms and Time limits, we consider this matter resolved.

• Initial Complaint

  Date:12/22/2023

  Type:Service or Repair 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.

  I took a ride on Dec 17, 2023 in which the fare price inappropriately doubled after the driver took us to the wrong place due to an app error. I booked it at $32.20 and plugged in the correct addresses into the Lyft app (first a friend's house, and then the theatre). Upon arrival, the location the driver took us to was an abandoned parking lot. To get to the proper location (a long established theatre) I had to add a "new destination" in the app. Although the "new" location was less than a 3 minute drive away, the price suddenly doubled to $64.80. I have been unable to dispute this through the app due to repeat technical glitches, and have been unable to reach any humans for customer support. I need help to resolve this issue. With taxes and tip, the total came to $76.46. Although the driver took a circuitous route, I do not necessarily fault the driver--but I think there was a flaw in the app to reach the destination (which, again, is a theatre that has been operational for decades, and which the Lyft app should have recognized with the proper address).

  Business Response

  Date: 12/23/2023

  We are in receipt of BBB complaint case #********. ************************* complaint concerns charges on *****'s Lyft account.
  
  Our agents have been in correspondence with ***** and have granted *****'s requests for readjustments in regards to the ride costs ***** inquired about.
  
  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: 12/26/2023

  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:12/21/2023

  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.

  My sister took a Lyft on 12/20/23 from the airport, and she left her phone in the vehicle. Both her and I have, since she realized she didn't have her phone, been trying to navigate the shitstorm that is Lyft "customer service" to seek an expedited resolution. I tried letting her sign in on my Lyft app, but that led to us receiving a "phone line or carrier not compatible" error message upon trying to log in. My sister still has yet to receive her receipt from the ride, and it is now 1:30 pm the following day. We found a number for Lyft to call and were actually able to speak to a real person, but this person refused to provide us with any help. We asked for help to call the driver directly, be transferred to someone in customer service, and she refused to provide us with any help. She only stated that we would have to "wait for up to 48 hours" to receive more information from Lyft. This is UNACCEPTABLE. As neither myself nor my sister can even log in to our **** Lyft accounts to request help, there's nothing we can do. Lyft NEEDS to update its website on instructions for errors beyond "not receiving a verification" to be able to log in, and it needs to provide an option to actually get real customer support that doesn't require being logged in. They are a legitimate business providing not just any service, but an IN-PERSON service, so they need to have ways to contact real f****** customer service agents. They could start with offering legitimate customer service options, period, as opposed to their ******** website instructions. Their "instructions" are useless and don't even cover the majority of issues customers run into. Grade a s*** company.

  Business Response

  Date: 12/24/2023

  We are in receipt of BBB complaint case ********. ********************* complaint concerns a phone that ******'s friend left in a Lyft ride.
  
  ****** wrote in to Support on 12/21/23, to report a lost phone that ******'s friend left in a drivers car during a ride taken on the Lyft platform. Our agents were in correspondence with ****** that same day to inform ****** that our Privacy Policy prevents us from sharing information about any user's account with anyone other than the account holder. 
  
  Our agents have also informed ****** to have their friend reach out to us.
  
  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 reached out to the driver regarding ******'s friend's phone and clarified Lyfts Terms of Service, we consider this matter resolved.

• Initial Complaint

  Date:12/21/2023

  Type:Customer Service 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.

  On December 21st, 11:32am I had taken a ride with a driver, ******. During the course of the ride my water bottle opened up in my bag and spilled on the seat. I was charged $20 in damages for this.On Lyft's terms and services, under damages, it says that they don't reimburse for routine cleaning including "water on seats or floorboards". I had tried to get in contact with customer service about this twice, when bringing this up they would offer no assistance. If I spilled something like soda, a sticky drink that will be difficult to clean up I would understand. But I spilled water on his seat, something that Lyft even says isn't covered in their cleaning policy. I would take responsibility for this if I felt like I did cause damages, but I did not.

  Business Response

  Date: 12/25/2023

  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.
  
  Piper acknowledged that Lyft may charge ******* credit card for damage caused by ******* use of the Lyft platform when ***** accepted Lyft's Terms of Service. As such, no refund has been issued.
  
  Additionally, Damage fee amounts are based on the type and severity of the damage.
  
  As we have clarified our damage policy, we consider this matter resolved.

  Customer Answer

  Date: 12/25/2023

   
  Complaint: 21042169
  
  I am rejecting this response because:

  In defining your damages on your website (as per the image I've attached in the initial complaint) damages by spilling water are not covered under this.

  I had spilled water on the seat of the Lyft driver, I had, by your own documentation, not caused damage to his car. If you'd like to further expand on why spilling water on the seat of a Lyft driver's car is means to charge a cleaning fee I would gladly listen.

  I'm not arguing this because I think someone shouldn't pay if they damage someone's car, I'm arguing this because there are no damages that arise from spilling water on a seat cover. Furthermore, spilling water doesn't require any cleaning on the part of the Lyft driver either.

  It's an erroneous charge that should be corrected - and if not corrected better explained in the terms of service (which does not define "damages" on behalf of the consumer).
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/08/2024

  We are in receipt of the consumer rebuttal in BBB complaint case ********. *************************** complaint concerns a damage fee ***** incurred from a ride taken on the Lyft platform.
  
  According to Lyft's Terms of Service, which ***** agreed to when ***** downloaded the Lyft App, "Rider agrees to pay a 'Damage Charge' of up to $250 depending on the extent of the damage (as determined by Lyft in its sole discretion), which shall constitute full payment for Driver's cost of repairing or cleaning the vehicle, or otherwise remediating the damage."
  
  As we have further clarified our Terms of Service, we consider this matter resolved.

• Initial Complaint

  Date:12/21/2023

  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 requested a lyft ride to get to work. The driver accepted ride and move towards my location, 1 min away after I waited 10 min as it was the plan according to the app the driver went to the high school to drop off his childnand got stuck behind busses he said , driver did not pick me up 25 minutes later . He also failed to follow gps and making me late over an hour before I arrived at work! I have contacted lyft who said they can't refund my ride or do anything about it. I found this abusive of customer and unfair charges where services was not delivered for proce I was charged.

  Business Response

  Date: 12/26/2023

  We are in receipt of BBB complaint case ********. ***************************** complaint concerns a ride experience on the Lyft Platform.
  
  ******* wrote into Support on December 21, 2023. Our agents were in correspondence the same day to address *******'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 *******'s concerns, we consider this matter resolved.

  Customer Answer

  Date: 12/27/2023

   
  Complaint: 21042109
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************