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

Customer Complaints Summary

3,966 total complaints in the last 3 years.
1,008 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.

Initial Complaint
Date:11/27/2023
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.
I was given a promotion for 50% off up to three rides ($8) value each ride. I ordered a ride for my daughter on my account and the 50% off price was advertised but once I confirmed the ride it increased to the full price. I contacted Lyft and they said the 50% off is only valid if I am the rider. I asked to speak to a supervisor or a manager and they refused. I asked for the disclaimer stating that was the rule and they also refused. I would like the full amount of the ride and also a copy of the disclaimer stating the rider needs to be the person in the car to use the promotion. As you can see its my account with the charges.
Business Response
Date: 11/27/2023
We are in receipt of BBB complaint case ********. *************************** complaint concerns charges that ***** accrued for a ride taken on the Lyft platform and the application of ride credits.

***** contacted Support on November 26, 2023. Our agents were in communication with ***** that same day to inform ***** that the coupon in question was ineligible to be applied to *****'s ride on November 25.

As stated by our Terms of Service, "Additional restrictions on Coupons may apply as communicated to you in a relevant promotion or by clicking on the relevant Coupon within the Rewards section of the Lyft Platform."

As we have addressed *****'s concerns and clarified our Terms of Service, we consider this matter resolved.
Customer Answer
Date: 11/27/2023

Complaint: 20918871

I am rejecting this response because:
Nowhere does it state the rules of the 50% off the ride and also when I requested to see where these rules were they refused to show me or provide documentation. This is not a written rule and therefore its false adversisement.

Sincerely,

***********************
Business Response
Date: 12/02/2023
We are in receipt of the consumer rebuttal in BBB complaint case ********. *************************** complaint involves charges for a ride taken on the Lyft Platform and user credits.

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 "Coupons are only valid for use on the Lyft Platform, and are not transferable or redeemable for cash except as required by law."

As we have further clarified our Terms of Service, we consider this matter resolved.
Customer Answer
Date: 12/05/2023

Complaint: 20918871

I am rejecting this response because:
Our Terms of Service clearly state "Coupons are only valid for use on the Lyft Platform, and are not transferable or redeemable for cash except as required by law."
I Used the coupon on MY Lyft platform and paid using MY credit card so how does this not follow your terms and conditions?

Sincerely,

***********************
Initial Complaint
Date:11/26/2023
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.
on June 3rd, 2023 at 9:44pm, My daughter ordered a lyft ride coming back from a concert at *********************** in South ****** with 2 friends. The Driver "*****" demanded a cash tip as soon as they got in and when my kid told him that She doesn't have cash on her. This is when the Driver decided to kidnaping them by driving towards North ******. My Daughter contacted Lyft and the ****************** That is when He was forced to drop them in "Nowhere area" and took off after threatening them that He has a weapon and He will come after them which by the way He did through threatening messages to my Daughter's cell. Police picked them up where this ****** dropped them and filed a police report. That Jerk driver filed instantly a claim with Lyft to cover his A** with stupid story that they were drunk! My daughter got video of him threatening Driver and they refused to refund her money! Shame on you LYFT.
Business Response
Date: 11/27/2023
We are in receipt of BBB complaint case ********. ******************************* complaint concerns the status of *******'s Rider account.

On June 5, 2023, ******* was informed by our agents that we had found ******* to be in violation of our Terms of Service and had deactivated *******'s Rider account.

As ******* has been informed that we are unable to reactivate *******'s account, we consider this matter resolved.
Customer Answer
Date: 11/27/2023

Complaint: 20917340

I am rejecting this response because:

Sincerely,

***************************
Customer Answer
Date: 11/30/2023
Check Claim ID#: ******************. All videos and police report was sent to you! Shame on you!
Business Response
Date: 12/01/2023
We are in receipt of the consumer rebuttal in BBB complaint case ********. ******************************* complaint concerns the status of ************************* account.

Our agents have been in correspondence with ******* to inform ******* that we have found ******* to be in violation of our Terms of Service and that we have permanently deactivated *******'s Rider account.

As ******* has been informed that we are unable to reactivate *******'s account, we consider this matter resolved.
Customer Answer
Date: 12/02/2023

Complaint: 20917340

I am rejecting this response because:

Sincerely,

***************************
Customer Answer
Date: 12/06/2023
All the information that proved that we were in danger were sent to LYFT. They just chose to ignore it and hoping it will go away.
Business Response
Date: 12/11/2023
We are in receipt of the consumer rebuttal in BBB complaint case ********. ******************************* complaint concerns the status of *******'s Rider 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, "The Lyft Platform is not available to Users who have had their User account temporarily or permanently deactivated."

As we have clarified our Terms of Service, we consider this matter resolved.
Initial Complaint
Date:11/26/2023
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.
I took a ride on nov 22 at 7:37pm I dropped my ids on the backseat I have try to contact the driver numerous times with no answer from him since wed at 11:00pm when I realized I had dropped my cards on the backseat , I have tried to get in contact with live help on the phone and what they say is that my call is not an emergency and simply hang up on you , I tried to get help on the app and what they say is that he is an independent contractor there for he is not entitle to contact them or they can't contact him when he is offline because of lyft policies , lyft has tried to contact him and the driver suit fat does not answer either them or myself I am blocked from contacting him again ( a feature that has been placed after 3 calls on lyft ) is been 3 days and I haven't heard anything because as soon as you mention you are either reporting them to the bbb or you are posting it on social media they simply end the chat without allowing you to continue finding answers and so if we take lyft to feel more safe how is lyft saying they are not responsable for their drivers or any lost items left in the car if this is the reason why people rides this app is to feel more safe in every way possible
Business Response
Date: 11/27/2023
We are in receipt of BBB complaint case ********. ***************************** complaint concerns an ** and documents that ******** left in a Lyft ride.

******** wrote in to Support on November 24th to report a lost ** and documents that ******** left in a drivers car during a ride taken on the Lyft platform. Our agents were in correspondence with ******** that same day and instructed ******** to utilize self service options to ask the driver to look for the ** and documents in the driver's car. Our agents encouraged ******** to reach out to the driver multiple times to confirm the status of ********'s lost ** and documents.

Additionally, our agents also reached out to the driver.

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 ******** to reach out to the driver regarding ********'s ** and documents and clarified Lyfts Terms of Service, we consider this matter resolved.
Customer Answer
Date: 11/27/2023

Complaint: 20917167

I am rejecting this response because:
I AM GOING TO WRITE THIS IN CAPITAL LETTERS BECAUSE IS BAFFLES ME THAT WE ARE USING YOUR APP FOR THE REASONS THAT WE THINK WE ARE SAFER THAN TAKING A RANDOM TAXI ON THE STREETS I HAVE BEEN WAITING FOR YOUR DRIVER TO ANSWER ME SINCE WED AT 11:00 PM WITH NO SUCCESS I WANT THE DRIVER TO CALL ME BACK IS IMPOSSIBLE THAT YOU TAKE NO RESPONSABILITY ON THIS SITUATION WHEN THIS PERSON IS USING YOUR PLATFORM DRIVING PEOPLE AROUND ON YOUR BEHALF !!! I DO NOT ACCEPT THIS RESPONSE AND I AM REQUESTING MY IDS BACK THERE IS NO NEGOTIATING THIS AT ALL!!! THANK YOU

Sincerely,

*************************
Business Response
Date: 12/02/2023
We are in receipt of the consumer rebuttal in BBB complaint case ********. ***************************** complaint concerns an ID and documents that ******** left in a Lyft ride.

Before a user can access the ******************** platform, that 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 procure insurance for, nor are we responsible for personal belongings left in the car by Drivers or Riders.

As we have further clarified our Terms of Service, we consider this matter resolved.
Customer Answer
Date: 12/04/2023

Complaint: 20917167

I am rejecting this response because:
these drivers are driving people on your behalf is been almost 2 weeks now and my documents havent been returned or he hasnt answer any calls it is your responsability just like uber does when someone leaves an item ( which fell of my purse ) uber makes sure is returned free of charge failure to do so will terminate the drivers account ( no diciplinary actions have been taken ) and is been two weeks i am not accepting anything from a company that takes no responsability for someone who uses your app to work and you making money of us " the riders " we dont have anyone to proctect us

Sincerely,

*************************
Initial Complaint
Date:11/26/2023
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.
11/25/2023. I am a regular LYFT customer who is disabled! Last night I tried to book a ride on my LYFT app in my phone. I wasted over twenty minutes and tried four times to book my ride. Their app would not allow me to connect and schedule the ride. I tried UBER as well but these folks wanted a new credit card. I no longer use UBER because normally LYFT takes great care of me. On my fifth try it finally allowed me to connect but in the continuing scope of HORSE ****, now I could not message the driver as to where to pick me up. By the ***** of God, this was my driver's first fare of the evening and he almost lives next door to where I needed a ride from. As a result, he knew where to go to pick me up. This morning I tried to contact LYFT to find out why this happened and now these CLOWNS demanded i surrender a credit card and pay five dollars to get an answer. This is complete and total HORSR S--- and **** POOR CUSTOMER SERVICE! No excuse for this company to defecate on it's regular customers and I demand to speak to their CEO!
Business Response
Date: 11/27/2023
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.
Customer Answer
Date: 11/28/2023
I have been a customer if ********************** for years! To date, and contrary to their statement , I have never heard a single word from this company in regards to my concerns! There is no excuse for the complete lack of communication and the way this company continues to DEFECATE ON CUSTOMERS when we try and contact them to address issues when they happen. I continue to demand to speak to the *** of this company to ascertain what caused the glitch in their system

Sincerely,
*****************
Complaint: 20916920

I am rejecting this response because:

Sincerely,

***************************
Business Response
Date: 11/28/2023
We are in receipt of the consumer rebuttal in BBB complaint case ********. ******************************* complaint concerns an experience on the Lyft platform.

Our agents have been in correspondence with ******** to request additional information to investigate this experience. Once our agents receive the requested information from ********, we will update ******** accordingly.

As we have followed up with ********, we consider this matter resolved.
Initial Complaint
Date:11/26/2023
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.
Lyft is refusing to rerun my background check so I'm able to have a fair chance to drive on the platform. The company is discriminating against me and are using unfair practices to process my application.
Business Response
Date: 11/26/2023
We are in receipt of BBB complaint case #********. ******************************* complaint concerns the status of *********'s driver account.

********* wrote in to Support on 9/10 after receiving an email stating that *********'s background check did not meet our requirements. We were in correspondence with ********* that same day and informed ********* of the process to challenge the accuracy or completeness of the report with our third-party background check provider.

To view more about our safety requirements, please visit lyft.com/safety. As such, we consider this matter resolved.
Customer Answer
Date: 11/26/2023

Complaint: 20916772

I am rejecting this response because: Lyft have not received an update background check in 2023 to make a fair decision. Get an updated background check and give me a fair decision. I was told I didnt meet the requirements because of an outdated report not current.

Sincerely,

***************************
Business Response
Date: 12/02/2023
We are in receipt of BBB complaint case ********. ******************************* complaint concerns the status of Octavious's driver application.

********* wrote in to Support on 11/16/2023 after receiving an email stating that *********'s background check did not meet our requirements. We were in correspondence with ********* that same day and informed ********* of the process to challenge the accuracy or completeness of the report with our third-party background check provider.

To view more about our safety requirements, please visit lyft.com/safety. As such, we consider this matter resolved.
Customer Answer
Date: 12/05/2023

Complaint: 20916772

I am rejecting this response. Please answer the question. Does Lyft have an updated and current background report?

Sincerely,

***************************
Initial Complaint
Date:11/26/2023
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.
Lyft is offering a guarantee concerning their drivers. They say that if they are 10 minutes late picking you up for a ride to the airport, they will give you a $100 Lyft credit. It is wholly untrue! I hade an airport ride scheduled for 04:20am and they arrived at 04:39. When I tried to complain, I was told since I didn't cancel my ride I was not *********** the credit. I continued to talk to them back and forth until a person continued the email chain by saying that since ride was there at 04:38( their own receipt states 04:39) they were within 10 minutes because they built in a 10 minute cushion by saying they would be there between 04:20-04:30, so they were less than the 10 minutes. There are no numbers to call, no way to get past the person emailing you. The app is terrible to try and get to a person for help. I texted with 2 different people and after 15 minutes or more, they said they couldn't help so I would need to wait for someone to email me. They are committing fraud regarding this guarantee and they refuse to honor it and are falsely stating its conditions.
Business Response
Date: 11/26/2023
We are in receipt of BBB complaint case #********. Happy ********* complaint concerns charges that Happy accrued for a ride taken on the Lyft platform and the application of ride credits.

Happy wrote in to support on November 14th to report that Happy was not offered Lyft cash towards their account after taking a scheduled ride with a pickup window of 4:20am-4:30am. Our agents have been in correspondence with Happy to inform Happy that Happy does not qualify for the Lyft Cash since Happys driver arrived within 10 minutes of Happys scheduled pickup time.

As stated by our ************ If youre not picked up on time for a scheduled ride to the airport, youll get Lyft Cash credit: 1. Get $20 Lyft Cash automatically if your driver hasnt arrived 10 minutes after your scheduled pickup time. 2. Get $50 Lyft Cash automatically if youre not matched with a driver 10 minutes after your scheduled pickup time. 3. You could get up to $50 more Lyft Cash if youre not matched with a driver, and you have to get a ride with another company.

As we have followed up with Happy and clarified our Terms of Service, we consider this matter resolved.
Customer Answer
Date: 11/26/2023

Complaint: 20916548

I am rejecting this response because:
My original ride was scheduled for a 4:40 a.m. pickup time but after my flight change I had to reschedule my ride with lyft. So I rescheduled my pickup time for 4:20 a.m. so that I could be at the airport in time to board and make my flight. They showed up by their own timestamp at 4:39 a.m. which is 19 minutes late. Then they tell me that they had added 10 minutes to my pickup time to give themselves a cushion and because they arrived at 4:39 a.m. that meant they were only 9 minutes late. My original time I had to change from 4:40 a.m. to 4:20 a.m. so they believe it's okay to pick me up at my original scheduled time before I rescheduled with them. Which made me a late arriving to the airport. I have enclosed a copy of their guarantee that their CEO has published. So they are telling me that they just added for their own benefit 10 minutes to my pickup requested time to give themselves a cushion. So therefore they're guarantee is obviously meaningless. So I have proof on my own Lift app that my pickup was scheduled for 4:20 a.m. and they arrived at 4:39 a.m.. so therefore I am holding them to being 10 minutes late. They are not going to honor their guarantee obviously but this is a valid complaint and I have time stamps on my Lyft app to prove it. I have enclosed their CEO comment which was published and I will continue on all social media and BBB and all available means to me to continue to let people know that Lyft will not honor their own guarantee. The original response from Lyft told me I was denied their guarantee because I didn't cancel my ride! I have the email. They didn't even know their own guarantee.

Sincerely,

Happy *********
Business Response
Date: 12/03/2023
We are in receipt of the consumer rebuttal BBB complaint case #********. Happy ********* complaint concerns charges that Happy accrued for a ride taken on the Lyft platform and the application of ride credits.

Happy wrote in to support on November 14, 2023 to report Happy did not receive a promotional credit after a ride to the airport. Our agents have been in correspondence with Happy to inform Happy that Happys ride was scheduled with a 10-minute window for Nov. 10, 2023 from 4:20 AM - 4:30 AM. Happys driver arrived within 10 minutes of Happys scheduled pickup window time. To qualify for the Lyft Cash, Happys ride would have needed to be cancelled or picked up after 4:40.

As stated by our Terms of Service, We do not guarantee and do not promise any specific results from use of the Lyft Platform, Lyft Services, *********** Services, and/or the ********* Services, including the ability to provide or receive ********* Services at any given location or time.

As we have followed up with Happy and clarified our Terms of Service, we consider this matter resolved.
Initial Complaint
Date:11/25/2023
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.
On November 18th, 2023 I ordered a Lyft so that my friends and I could attend a wedding. At the same time, one of my friends called an Uber as we wouldn't all fit into a single car. The same driver accepted both of the rides, something we did not know until he showed up to pick us up. As a result, only 1 car showed up. Because we were going to run late, we asked the driver to cancel the rides since he accepted both a ride on Uber and Lyft and we wouldn't be able to fit. He refused, so we had to cancel ourselves. As a result, Lyft charged me $5 and refused to refund me because he showed up. The representatives from Lyft that I spoke to refused to acknowledge that their driver committed fraud by accepting both rides and said that it was not their problem. I have attached two screenshots: One from my Lyft app and one from my friend's Uber app which shows that the driver was the same. The Lyft screenshot shows the time I canceled the ride while the Uber app shows the time the ride was ordered. Hence the different times. Both screenshots show that the driver's name was ********.
Business Response
Date: 11/26/2023
We are in receipt of BBB complaint case ********. *********************************** complaint concerns a ride cancellation fee.

******* wrote in to Support on November 20th. Our agents were in correspondence with ******* the same day and informed ******* that the cancellation fee in question is valid, and as such no refund has been issued. Nonetheless, our agents also informed ******* that we had issued a $5.00 credit to *******'s account to use toward *******'s next ride.

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 clarified our Terms of Service and issued a ride credit, we consider this matter resolved.
Initial Complaint
Date:11/25/2023
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 added $50 to my Lyft Cash account and requested a ride. I made sure that Lyft Cash is enabled for said ride. I was charged on my debit card instead of Lyft Cash. I requested another ride, and the same thing happened. I contacted customer service, and all they are saying is that Lyft Cash is not enabled, which is incorrect because I NEVER DISABLED IT. I want my Lyft Cash refunded to my debit card since Lyft cannot use Lyft Cash for some reason.
Business Response
Date: 11/27/2023
We are in receipt of BBB Complaint Case ********. ***************************** complaint concerns charges ****** incurred on Geneva's Lyft account.

****** contacted Support on November 25, 2023. We were in correspondence with ****** to inform ****** that there were multiple failed authorization attempts on ******'s default payment method. As the authorizations failed, ****** was unable to request a ride and utilize the Lyft Cash on Geneva's account. Our agents informed ****** that ****** would need to reach out to ******'s financial institution for additional information if there were sufficient funds on ******'s payment method.

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 clarified our Terms of Service, we consider this matter resolved.
Initial Complaint
Date:11/25/2023
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 placed an order for a Lyft ride around 1:25. I was assigned a driver named *********************, but unfortunately, he never showed up. Despite waiting for over an hour, I received no communication from him regarding the status of the ride. When I checked the app, I was shocked to see that he had marked the trip as completed. Frustrated, I had no choice but to request another Lyft, which arrived and picked me up.To my surprise, I was charged for both rides. According to Lyft's records, the first ride allegedly dropped me off at 2:11, and I managed to book my second ride at 2:31, a mere 20 minutes later. However, this timeline is practically impossible as the destination was at least 30 minutes away. Moreover, I requested the second ride around 2:20, and since Lyft used my geo location, they should be aware of my actual whereabouts.I reached out to customer service and explained the situation, but they insisted that I had taken both rides and couldn't offer any resolution. All I am requesting is a full refund for the service I paid for but never received.
Business Response
Date: 11/27/2023
We are in receipt of BBB complaint case ********. *************************************** complaint concerns a ride experience on the Lyft Platform.

*********** contacted Support on November 25, 2023. 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: 11/30/2023

Complaint: 20915180

I am rejecting this response because:
As a user in the *****************, I refuse to pay for a Lyft ride that I did not receive. The driver lied and completed the trip without me. This constitutes a breach of contract and fraudulent behavior. According to ******** law, a contract is formed between a passenger and a transportation network company (TNC) when a ride is requested and accepted. In this case, since I did not take the ride, the contract was not fulfilled. Therefore, I am not obligated to pay for the service. I intend to dispute the charge and seek resolution through appropriate legal channels if necessary.
Sincerely,

***********************************
Business Response
Date: 12/01/2023
We are in receipt of the consumer rebuttal in BBB complaint case ********. *************************************** 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 clarified our Terms of Service, we consider this matter resolved.
Customer Answer
Date: 12/01/2023

Complaint: 20915180
I am writing to inform you that I reject your response to my previous complaint. As a user in the *****************, I refuse to pay for a Lyft ride that I did not receive. The driver's actions of marking the trip as completed without picking me up constitute a breach of contract and fraudulent behavior. According to ******** law, a contract is formed between a passenger and a transportation network company (TNC) when a ride is requested and accepted. In this case, since I did not take the ride, the contract was not fulfilled. Therefore, I am not obligated to pay for the service. I intend to dispute the charge and seek resolution through appropriate legal channels if necessary.
Your reference to the Terms of Service does not absolve you of your responsibility to provide the service for which I paid. I expect a prompt and satisfactory resolution to this matter.

Sincerely,

***********************************
Initial Complaint
Date:11/25/2023
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.
We bought $100 Lyft gift card and got error when try to redeem on Lyft. Tried to contact Lyft customer support couple of times and no solution.
Business Response
Date: 11/27/2023
We are in receipt of BBB complaint case ********. *********************** complaint concerns a Lyft gift card.

We have escalated this concern to the appropriate department and will be following up with ************************

As the appropriate department has been notified of *****'s concern and will be in correspondence with ***** with more information, we consider this matter resolved.
Customer Answer
Date: 11/27/2023

Complaint: 20914586

I am rejecting this response because: the issue still exist.

Sincerely,

***** ****
Business Response
Date: 12/02/2023
We are in receipt of the consumer rebuttal in BBB complaint case ********. *********************** complaint concerns a gift card.

Our agents were in correspondence with ***** to inform ***** that the gift card had been successfully redeemed and is ready to use.

Lyft's Gift Card Terms and Conditions can be found here: *************************************************************;

As such, we consider this matter resolved.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Lyft, Inc. is NOT a BBB Accredited Business.