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, Inc.

  7255 S Tenaya Way STE 300A Las Vegas, NV 89113-2186

• 

  Lyft, Inc.

  95 Emerson St Apt 601 Denver, CO 80218-3758

• 

  Lyft, Inc.

  216 Franklin Mills Cir Philadelphia, PA 19154-3119

• 

  Lyft, Inc.

  Albuquerque International Airport ABQ Albuquerque, NM 87108

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:09/29/2023

  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 the morning of September 26, I used the Lyft car service from my home in ******* to its airport. There were unfortunately issues, and I attempted to report them to Lyft. They are impossible to reach and cooperate with. This is not acceptable and fair to loyal customers, and hence this complaint. The issues involved a car that was not clean on the outside and particularly the inside. A driver that was not helpful and engaging. She did not assist with my luggage though I explained that I had a mobility issue. She sat in the car, with the engine racing and not in park,, while I struggled with placing the luggage in the trunk. She took a long route. She speeded, going more than 75 mph. She played loud music. But the main complaint is that she did not drop me off properly. Instead of taking me along the drive that stopped near the entry door of the terminal nearest my airline, she more conveniently dropped me along a far lane that involved crossing many lanes of traffic and walking a good distance. I explained to her more than once that I had a mobility issue, but she didn't care or wish to correct. Finally she seemed to understand but it was much too complicated to fix and would cause delay and friction. It was too late. So I had to, again, retrieve my own luggage from the trunk while she sat in the car, and then I struggled with the traffic and distance by foot. That was very difficult for me and uncomfortable. When I tried to report it to Lyft on their app,, I only received generic replies and could not explain in full. That is troubling and discriminatory for physically challenged passengers (as a result of cancer last year). They only want the money and not offer customer care and engagement. A pity and sad. Hence, some sort of fare adjustment and explanation for this mess. I do not want a 'store credit' for a future trip but an adjustment to my credit card for this trip.

  Business Response

  Date: 10/04/2023

  We are in receipt of BBB complaint case ********. *************************** complaint concerns an incident on the Lyft Platform.
  
  Our agents were in correspondence with *** on October 4 to issue a credit and to address ***'s concerns.
  
  In addition, 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 issued a credit as an exception, we consider this matter resolved.

  Customer Answer

  Date: 10/05/2023

   
  Complaint: 20677250
  
  I am rejecting this response because the company has not acknowledged the issues:

  1.  A driver that did not provide a full service by assisting with luggage when I, due to disability, could not lift the luggage in the driver's high trunk

  2.  A driver that drove far too fast   Exceeded the speed limit and caused stress and danger.

  3.  A driver that had a unkept and unclean car

  4.  A driver that did not drop me off at the requested location but a distance away, causing me to carry my heavy luggage (that driver again refused to assist with) a long way and past traffic.  I asked for a correct delivery yet the driver resisted.

  5.  A company that does not uphold the rights of the disabled per federal law.  A company that allows its drivers to do as they please per disability rights.

  6.  A company could not care less -- refusing to adjust the fare and only interested in profit over which is ethical and legal.

  7.  A driver that played loud rock music in the car.

  8.  *********** has indeed been in touch, but it has not engaged in any conversation or goodwill.   The $5 gesture for a future ride is insulting and unacceptable.   A troubling outcome.  They are just plain mean.

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/11/2023

  We are in receipt of the consumer rebuttal in BBB complaint case ********. *************************** complaint concerns a recent incident on the Lyft Platform.
  
  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 concern and clarified our Terms of Service, we consider this matter resolved.

  Customer Answer

  Date: 10/14/2023

   
  Complaint: 20677250
  
  I am rejecting this response because: the company doesn't get it or give a darn.   They don't care about the welfare and safety of passengers.  This driver not only far exceeded the speed limited, but she took a long route and dropped me off at the wrong location.   When I asked for a bit of assistance with my luggage because of a cancer-related disability, she refused.   Thus Lyft seems to condone discrimination against the disabled.   I have brought this up previously, and the company again ignored it.  Troubling and disturbing.   And their insulting $5 offer for a next ride cannot be used in their 30 days restriction since I'm away for longer out of the country.   Again, the company ignored.   BE KIND, Lyft.  Stop the bullying.  BE KIND.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/29/2023

  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.

  9-29-13 Extremely horrible experience today on both of my Lyft rides. 1st driver 11:56a Driving reckless the whole way. Didnt get me to my destination. Told me I couldnt update the address and dropped me off at a random store which was not my drop off location. Total fare of charge $19.99 2nd driver Amber ****** Drive started off okay because we were stuck in traffic, then she decided to just detour without any communication which is unacceptable. She was running out of gas and I get it but when you are driving someone you are suppose to be professional and communicate whats going on with your passengers. It was extremely hot in her car she wouldnt turn the air up and Im pregnant. We leave in ***** and its still 95 degrees outside, once she got to the gas station she didnt say anything just turned the car off and again its 95 degrees outside, after that she drove extremely fast and reckless the rest of the way to my destination. Ran a stop sign and flipped off a truck who had the right away. Then she was going so fast you almost missed my drop off if I wouldnt have said anything. Total charge ***** I have been a loyal Lyft rider for 7 years and have never experienced this. I would like to be refunded for the inconvenience because this was totally unacceptable.

  Business Response

  Date: 10/04/2023

  We are in receipt of BBB complaint case ********. ******************************* complaint concerns an incident on the Lyft platform.
  
  Our agents were in correspondence with ********* on October 4 to address *********'s concerns. Support has granted a full refund and a credit in regards to the ride costs incurred.
  
  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:09/29/2023

  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 driver plate# 1DI249 using aggressive language and manners and left the rider in the middle of nowhere with a baby under the rain. Dicriminate the rider for being a mom with child.

  Business Response

  Date: 10/06/2023

  We are in receipt of BBB complaint case ********. ************************************* complaint concerns an experience on the Lyft platform.
  
  We have escalated this concern to the appropriate department and will be following up with Eilyvette individually.
  
  As the appropriate department has been notified of *********'s concern and will be in correspondence with ********* with more information, we consider this matter resolved.

• Initial Complaint

  Date:09/29/2023

  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 charged full price for a lyft ride I did not take. The driver never picked me up and customer service is refusing to refund me. Its not about the money it's the principle. It was a huge inconvenience as It made me super late to work and they took my money.

  Business Response

  Date: 10/02/2023

  We are in receipt of BBB complaint case ********. ***********************' complaint concerns a ride charge on ********'s Lyft account.
  
  ******** wrote in to Support on 9/29/2023. Our agents were in correspondence with ******** shortly. Support has granted ********'s requests for adjustments in regard to the ride costs Khalesah inquired about to Support.
  
  As we have granted ********'s requests and issued all necessary refunds, we consider this matter resolved.

• Initial Complaint

  Date:09/29/2023

  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.

  no way to speak to a company rep regarding resolution of a problem . no telephone number to speak to a person . if you try the number listed you still cannot speak to a person

  Business Response

  Date: 10/03/2023

  We are in receipt of BBB complaint case ********. ********************************* complaint concerns *******'s driver earnings for rides Suleica has given on the Lyft platform.
  
  ******* wrote into Support on 9/28/2023 regarding a missing payout. Our agents were in correspondence with ******* the same day to inform ******* that the payout failed and that ******* would need to contact *******'s card issuer.
  
  As such, we consider this matter resolved.
  
  

• Initial Complaint

  Date:09/29/2023

  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 AUGUST *****, 2023, I was charged for $110 for Lyft. For those 2 days I was using Lyft so the amount charge was right. But on September 8, 2023 they took the same transactions out of my account AGAIN. Ive been emailing them for 30 days every single day and NO one will respond or give me an update on my refund. They dont have a PHYSICAL PHONE NUMBER to try and contact them personally. Im hoping to reach out to BBB to get my refund back get this resolved and get Lyft to stop scamming and overcharging their customers including me.

  Business Response

  Date: 10/03/2023

  We are in receipt of BBB complaint case ********. ***************************** complaint concerns charges on ********'s account.
  
  We have escalated this concern to the appropriate department and will be following up with ******** individually.
  
  As the appropriate department has been notified of ********'s concern and will be in correspondence with ******** with more information, we consider this matter resolved.

• Initial Complaint

  Date:09/28/2023

  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.

  I ordered a Lyft in order to deliver two bags of food, along with myself, to a client of mine (I am a private chef). The car arrived and I explained what I wanted to do, when the driver said that he would take the bags for me and there was no need for me to come along too. Before I could really answer, he drove away and then did not deliver the bags to the desired location. I tried repeatedly to contact the driver but my messages were ignored and he kept rejecting my calls. I contacted Lyft **************** and spoke to numerous agents, but received no help and no refund, despite their driver having stolen by property.

  Business Response

  Date: 10/03/2023

  We are in receipt of BBB complaint case ********. ************************************* complaint concerns food that ******* left in a Lyft ride.
  
  ******* wrote in to Support on 10/28/2023 to report a lost food 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 food in the driver's car. Our agents encouraged ******* to reach out to the driver multiple times to confirm the status of *******'s lost food.
  
  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 FIRST_NAME to reach out to the driver regarding *******'s food and clarified Lyfts Terms of Service, we consider this matter resolved.

• Initial Complaint

  Date:09/28/2023

  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 scheduled a Lyft ride home on 9/27/2023 for 9/28/2023. The transaction and the amount of the ride was taking out of my account. 15 mins before my ride shown up, it was cancelled for no reason and no refund was processed back into my account. The transaction in my payment history disappeared like it never existed in the first place. I booked another ride and the driver came and cancelled the ride!!! Im literally pist off and cant speak to a live human being. I demand a refund and I will not be taking Lyft again! **** would never do something ignorant like this.

  Business Response

  Date: 10/03/2023

  We are in receipt of BBB complaint case ********. *************************** complaint concerns authorization holds on Lequicia's account.
  
  Our support agents were in correspondence with Lequicia that same day to inform  of the following:
  
  Like other companies, Lyft uses temporary authorizations to confirm a users payment method. The authorization will never actually process but may show as "pending" on the users bank statement. The users card issuer will remove the hold typically within 3-5 business days, and the card won't actually be charged. Once the user has paid for the ride and the card is successfully charged, Lyft immediately releases the authorization. Users should contact their bank for more information about the particular banks authorization policies and timelines.
  
  Lyfts temporary authorizations practice is disclosed and explained in Lyft's Terms of Service (********************************************).
  
  As we have further clarified our policy regarding authorization holds, we consider this matter resolved.

• Initial Complaint

  Date:09/28/2023

  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 customer service never respond or resolved my issue, there is no way to contact them to get your issue resolved. I tried to dispute a ride charge cause of the following reasons and they reject it. The driver dropped off us to the wrong airport terminal, and wrong airlines even though my drop off location was correct, when I requested the ride. We had a kid, luggages and stroller and he didnt care and said that we can take the shuttle, so we had to walk a lot for 30 minutes with all of our stuff and the shuttle took about 10 minutes to drop off us to the domestic terminal. When I requested the ride the amount was $9.74 and the trip duration 10 minutes but I have. been charged $16.89 and duration was 20 minutes cause the international terminal is in a different location.Date of transaction: 09/27/2023 I also submitted this request (*********) but lyft doesnt respond at all. I need a refund for the fare difference.

  Business Response

  Date: 10/01/2023

  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: 10/02/2023

   
  Complaint: 20668694
  
  I am rejecting this response because:

  Lyft support is very unprofessional and they haven't helped me at all, I replied to their customer support and provided all the information requested and I uploaded the evidence and this is the case #  (203903236) for your reference, they are just trying to push back and not resolving the issue. This is very unacceptable and a very poor customer service. Their support is useless. 

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/05/2023

  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.

• Initial Complaint

  Date:09/28/2023

  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 deactivated from the Lyft platform and essentially banned for having weed in my possession during a Lyft ride. However, **************** law mandates im allowed to have weed in a vehicle as long as its sealed and unopened which it was. Ive been trying to appeal to lyft but they have no phone number and they respond ONE time a day to my emails so this process is dragging on for over a week now. I want an immediate resolution and for this hold to be taken off my Lyft account because this is not in accordance with **************** law.

  Business Response

  Date: 10/01/2023

  We are in receipt of the BBB complaint case ********. ******************************************* complaint concerns the status of *********'s Driver account.
  Per our Terms of Service under Section 16: "Lyft may terminate this Agreement or deactivate your User account immediately in the event: : (1) you no longer qualify to provide Services or to operate the approved vehicle under applicable law, rule, permit, ordinance or regulation; (2) you fall below Lyfts star rating or cancellation threshold; (3) Lyft has the good faith belief that such action is necessary to protect the safety of the Lyft community or third parties..."
  Our agents have informed ********* that we deactivated *********'s Driver account as we found ********* to be in violation of our Terms of Service, and that we are unable to reactivate *********'s account.
  As such, we consider this matter resolved.