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

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

• 

  Lyft Rideshare

  2992 forest lane Dallas, TX 75234

• 

  Lyft, Inc.

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

• 

  Lyft, Inc.

  656 E McMillan Cincinnati, OH 45206

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:09/22/2023

  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.

  I took a lyft on July 18 and left a bag in the lyft. I reached out to Lyft numerous times to reach out to driver for the lost items, but Lyft never helped me to connect with the driver. I went to the local authority for help but the police said they can't do anything unless I sue ********************** driver for stealing

  Business Response

  Date: 09/24/2023

  We are in receipt of BBB complaint case ********. *********************** complaint concerns a reusable bag with items that ****** left in a Lyft ride.
  
  ****** wrote in to Support on August 8th to report a lost reusable bag with items 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 reusable bag with items in the driver's car. Our agents encouraged ****** to reach out to the driver multiple times to confirm the status of ******** lost reusable bag with items.
  
  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 ******** reusable bag with items and clarified Lyfts Terms of Service, we consider this matter resolved.

  Customer Answer

  Date: 09/24/2023

   
  Complaint: 20641039
  
  I am rejecting this response because:
  All I need is Lyft helping me with connecting with the driver by providing the drivers contact with me or have the driver get in touch with me. 
  

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

  Business Response

  Date: 09/30/2023

  We are in receipt of the consumer rebuttal in BBB complaint case ********. *********************** complaint concerns a reusable bag with items 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 agents encouraged ****** to reach out to the driver multiple times to confirm the status of ******** lost reusable bag with items.
  
  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: 10/03/2023

   
  Complaint: 20641039
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/21/2023

  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.

  I took a ride with Lyft. I felt the driver not to be very friendly, so I decided not to tip him.Next thing I see that Lyft is charging me a cleaning fee of ********************************************************************* But I even double-checked my shoes etc. , and I did not at all bring any dirt into the car, nor leave any behind. I had had a few drinks in the evening, but was functioning well. Lyft charged me without providing any evidence at all, a photo of me soiling tge car or such.I can speculate about the intentions behind this false claim of the driver, from perceiving me as too drunk to remember what happened to retalliation against me not tipping, but I cannot be certain. Meanwhile, my clothes were unsoiled and I have not felt sick in any way at all. The ride was 21 dollars, the cleaning fee that was wrongly charged was 20 dollars. I am unable to dispute the charge online.

  Business Response

  Date: 09/24/2023

  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.
  
  **** acknowledged that Lyft may charge ****'s credit card for damage caused by ****'s use of the Lyft platform when **** accepted Lyft's Terms of Service. As such, no refund has been issued.
  
  As we have clarified our damage policy, we consider this matter resolved.

  Customer Answer

  Date: 09/24/2023

   
  Complaint: 20638782
  
  I am rejecting this response because:
  1. The business does not provide proof for the drivers claim. Lyft only justifies their right to charging customers who do leave the car souled or damaged, but they do not prove that I would in fact have done so, which I have not. 
  2. Before I filed my complaint with the BBB, I had written to Lyft. I am attaching two photos of Lyfts responses to my complaint. While in the first response the business claims that they had reviewed my case, in the second response only they ask about the details of my ride. It certainly appears that nobody has reviewed the case and the supposed proif by the driver so far at all. Of course it is absurd that Lyft would have the audacity to charge their customer a fee without sufficient proof. It is offensive and completely illegitimate.

   

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

  Business Response

  Date: 09/27/2023

  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.

  Customer Answer

  Date: 09/27/2023

   
  Complaint: 20638782
  
  I am rejecting this response because:

  Lyft is not providing a sufficient reason for the charge.

  Lyft is doing several things that I find offensive, unacceptable and that deserve to be exposed and brought to the public's attention.

  1. Lyft makes the claim wrongfully. I never left the car in bad condition.

  2. Lyft does provide no evidence to provide a reason for charging me. 

  3.Lyft refers to its policy, but nowhere in that policy is stated that Lyft can randomly charge customers 20 dollars, unless it is in response to actual necessary work on part of the driver.

  4. Lyft, as I have documented above, evidently has not reviewed this individual case at all before responding with generic texts. To the contrary, the last direct communication from Lyft asked me about all the ride details, which of course they themselves ought to have, if they start charge customers cleaning fees. Meanwhile I had supplied a screen shot of the receipt.

  I am leaving the evaluation of Lyft's business practices to professional consumer protection experts or legal experts, but to me it feels nothing short of fraudulent and malicious. I do not appreciate the slander of supposedly having dirtied up a vehicle, and it appears nothing but punitive for the fact that I chose not to tip an unfriendly driver.

  If Lyft disagrees, it should certainly be on the condition of proving their different viewpoint. Just saying something without proof has become a popular strategy with some people, but ultimately is morally wrong and it is illegal, no matter if it ends up being prosecuted or not.

  As a law graduate I am not being fooled by the hollow statements, and I hope that the BBB will not be either.

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

• Initial Complaint

  Date:09/21/2023

  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.

  Lyft disabled my account. When I inquired why they disabled my account, they emphasized that I violated their terms of service. When I inquired which terms, they refused to tell me. Lyft also stole $25 from me. When my Lyft account was disabled, I had $25 Lyft cash remaining. Because my Lyft account is now disabled, I am unable to ever use that $25 Lyft cash. Lyft has refused to process a refund for me.Lyft has stolen from me. And I am a disabled individual with epilepsy and an Autism Spectrum Disorder. Lyft is a shady business. Lyft emphasizes that Lyft cash is not refundable. So, it does not matter how much Lyft cash I have in my account, they will not process me a refund. Therefore, by legal terms, Lyft kept my money. This is the exact situation that has happened to me. Lyft stole $25 from me. Lyft has refused to give me my $25 dollars back. With my Lyft account now disabled, I am unable to ever use my $25 Lyft cash. Lyft stole from me, and I am a developmentally and physically disabled person.I feel sorry for Lyft that they would stoop so low as to steal from me, a disabled person. It is very sad that Lyft has such a sketchy background. I am not Lyfts first victim. And I am sure, I will not be Lyfts last victim.

  Business Response

  Date: 09/21/2023

  We are in receipt of BBB Complaint Case ********. ************************* complaint concerns charges ***** incurred on *****'s Lyft account and the status of *****'s Rider account.
  
  ***** contacted Support on September 20. Our agents were in correspondence with ***** the same day and informed ***** that we had found ***** to be in violation of our Terms of Service and had deactivated *****'s Rider account. Additionally, our agents informed ***** that all Lyft Cash purchases are non-refundable per the Lyft Cash Terms.
  
  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 clarified our Terms of Service, we consider this matter resolved.

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20635406
  
  I am rejecting this response because:
  
  Lyft needs to change their Lyft cash policy. And not disable user accounts to cheat users of their money on a daily basis. Lyft is notorious for doing this. I am a victim of theft. And I am not satisfied with their response. 
  

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

  Business Response

  Date: 09/30/2023

  We are in receipt of the consumer rebuttal in BBB complaint case ********. ************************* complaint concerns the status of *****'s Rider account.
  
  Our agents were in correspondence with ***** and informed ***** that we had found ***** to be in violation of our Terms of Service and had deactivated *****'s Rider account. Additionally, our agents informed ***** that all Lyft Cash purchases are non-refundable per the Lyft Cash Terms.
  
  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 clarified our Terms of Service, we consider this matter resolved.

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20635406
  
  I am rejecting this response because:
  

  Lyft disabled my Lyft account and refused to provide me an answer as to why. It is not fair that they have decided to say I violated their terms of service and keep my $25. Lyft emphasized legal reasons for not specifying why they deactivated my Lyft account. But their refusal to specify why they deactivated my account, is just my support towards my argument that they steal from their customers. If they truly desired to be honest about why they deactivated my Lyft account, they would say so. They would say we gathered evidence that.. Refusing to specify a reason as to why they disabled my Lyft account is just another indicator that they really just are using that lame excuse of having to have legal reasons as (without justification) in order not to specify. In the end, Lyft stole my $25. They are thieves. Thats all. Lyft steals from their customers and they make half-vague excuses as to why. 

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

• Initial Complaint

  Date:09/21/2023

  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.

  On 9/19/23 a ride was requested from Lyft for a ride from work to home. The ride was completed without any issues. Later that evening I'm notified that the driver claimed that a drink was spilled in the car, however there was no drink brought into the vehicle during the ride. I was charged a $20 cleaning fee. I reached out to customer service explaining this to them. I offered to attempt to provide proof from work that a beverage was not in possession upon entering the vehicle. I was told that they would not refund the fee as they have reviewed the claim from the driver. I dont know if the driver made the mess themselves to increase their fare or if the driver selected the wrong ride. I let them know that this was a fraudulent charge and considered it theft. I was told to take it up with my bank. I also told them that I could file a police report and have it sent to the driver's residence. Was told they answered my questions and ended the chat session.

  Business Response

  Date: 09/21/2023

  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.
  
  ***** acknowledged that Lyft may charge *****'s credit card for damage caused by *****'s use of the Lyft platform when ***** accepted Lyft's Terms of Service. As such, no refund has been issued.
  
  As we have clarified our damage policy, we consider this matter resolved.

  Customer Answer

  Date: 09/23/2023

   
  Complaint: 20635165
  
  I am rejecting this response because:

  I am aware of the terms of service and do not have an issue with the terms. I have an issue with being charged for "damages" that did not occur from/during my ride. As I have stated before when entering the car I did not have a beverage nor did the ride stop to acquire a beverage. Either this driver did the damages to his vehicle after the ride or they selected the wrong ride to charge. I will attemp to ask my workplace to provide video showing that entering the vehicle was just my person only carrying my work vest.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/27/2023

  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:09/21/2023

  Type:Customer Service 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 had a truly terrible experience with Lyft's app, and then was given the run around when I contacted customer service (2 emails, no way to access my ticket, no response)Last Tuesday I my bus to work, so I got on a different one only to find that I would surely be quite late. My work is client-oriented so being late is detrimental. I opened the Lyft app to book a ride and was pleased to see quite a few options, one for 10$ another for 13$, etc. I got off the bus at the next station so that the app could lock on to my exact location. However, when I got off and clicked the book button (which was glowing pink, not grey) I was told, only then, that I needed to validate payment details by adding a second card. I had never heard of this, and I only have one credit card. So I quickly added my debit **** card, but that failed to work. I was not told why, so I tried another card which also didn't work. It was then that I began to panic because I had gotten off the bus and would now be even more late, and for no reason whatsoever, my payment method is completely valid.If I was unable to book maybe that should have been communicated to me instead of making it seem like I could and then denying service when I needed it. I was basically extorted for information by the interface, because they only told me that I had to add more info after promising that I could book a ride as is, which is completely unreasonable.Thank god, I still had Uber installed on my phone, which has never given me this sort of ridiculous and unreliable problem. If I didn't I would have been even more late, because I blew 20 minutes trying to make Lyft work. I have lost my trust in the app. Unfortunately, their customer service is as good as their interface, because when I contacted customer service with a request I was not given a way to access the ticket (it was a form submission). I keep getting emails that the request is updated, but the email says nothing and my app service section is empty.

  Business Response

  Date: 09/21/2023

  We are in receipt of BBB complaint case ********. ***********'s complaint concerns the status of Gal's payment method on Gal's rider account.
  
  Gal reached out to our support agents on September 19. Our agents have been in correspondence with *** and provided Gal with the necessary steps to troubleshoot Gal's issues.
  
  As we have followed up with Gal, we consider this matter resolved.

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20634896
  
  I am rejecting this response because: I am still unable to access whatever advice or resolution you claim to have offered. Look at my screenshots. I am logged into my account, mobile and web, and yet I can't access the ticket I sent through the complaint forms. The emails I received just say to look at the request (catch 22). Unimpressed
  
  Sincerely,
  
  Gal Meartsi

  Business Response

  Date: 10/02/2023

  We are in receipt of the consumer rebuttal in BBB complaint case ********. Gal Meartsi's complaint concerns the status of Gal's payment method on Gal's rider account.
  
  Our agents have been in correspondence with Gal and provided Gal with the necessary steps to troubleshoot Gal's issues. 
  
  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 followed up with Gal and clarified our Terms of Service, we consider this matter resolved.

  Customer Answer

  Date: 10/04/2023

  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,
  
  Gal Meartsi

• Initial Complaint

  Date:09/20/2023

  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 9/17/23, I used the Lyft app to book a ride from the ******************* to my home. The app showed I could get a rate of $20, if I agreed to wait 10 minutes or more for the ride to arrive. I accepted this offer and immediately the fare rate changed to $33.86, and it showed my driver was already waiting at the pick *******. I then tried to cancel my request, but was barred from doing so because you must cancel a ride more than 2 minutes before the driver arrives, and he was already waiting for me. On two occasions, on 9/17 and again on 9/19, I send a message to Lyft via their website requesting consideration for a $13 refund for the overcharge. As of 9/20/23, I have not received any reply or even an acknowledgement, from Lyft. Instead, the pending $33.86 charge on my AX card was posted to my account, leaving me no choice but to dispute the $13.86 overcharge.

  Business Response

  Date: 09/21/2023

  We are in receipt of BBB complaint case ********. *********************** complaint concerns a ride experience on the Lyft Platform.
  
  **** contacted Support on September 17. Our agents have since been in correspondence 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: 09/22/2023

   
  Complaint: 20634459
  
  I am rejecting this response because the Lyft algorithm created in a bait and switch situation, resulting in me being treated unfairly. I am certain Lyft could review this transaction and clearly see what occurred and decide to issue the $13.86 refund I requested.

  Since Lyft refuses to take any corrective action, I will be canceling my enrollment in Lyft. Also, I will be advising every person I know of how I have been treated unfairly, and that they should avoid using Lyft services.

  I now understand why the average Better Business Bureau comment left by other consumers for Lyft services is a dismal 1.0 out of 5.

  The Better Business Bureau should consider these poor reviews by consumers, and review the possibility of a lower rating for Lyft services as a result.

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

  Business Response

  Date: 09/27/2023

  We are in receipt of the consumer rebuttal in BBB complaint case ********. ********************* complaint concerns a ride experience on the
  
  **** contacted Support on September 17. Our agents have since been in correspondence to confirm that ****'s ride cost was correct.
  
  As stated by our Terms of Service, "When you make a ride request using the Lyft Platform, Lyft will quote you a Fare at the time of your request. The quote is subject to change until the ride request is confirmed....Quoted fares may include the ***************** Fees and Other Charges below, as applicable."
  
  As we have addressed ****'s concerns and clarified our Terms of Service, we consider this matter resolved.

• Initial Complaint

  Date:09/20/2023

  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 Sept 08,2023 I requested a ride from LYFT to pick me up from downtown SA to my Apt. It was 9am and it was a Standard Lyft Ride,a driver named ***** picked me up. As soon as I got in his vehicle I noticed his back seat was inundated with stains and blotches as if something had spilled on his seats. I noticed also a baby car seat thrown in his passenger side ***ide down , so i thought to myself that he is a strugglinig Dad tryiing to make ends meet and I refrained from making any mention of the stained seats, and I took the ride. The ride was quiet and he had been respectful initially towards me, and I towards him. After he dropped me off I than received an email stating that he had filed a claim on me that i dirtied his seats and the Support Agent advised me th ey had alrdy processed an ACH withdrawal of $80 termed damage fee, without my knowledge. So i than replyd and explained that he was filing a false claim ...that i did not even have a drink and i did not do that damage to his seats ..i explained it was already dirty and I requested a full refund due to the fact that i did not damage his car and again reiterating the fact that he was in fact lyiing and that they had a driver participating in deviant practices to get his car cleaned. The ************ at Lyft refused to refund my monies ...I asked time and time again for them to refund my monies and investigate their driver... they replied advsg me they had done another careful and holistic review and because he sent in some pictures that he took rigt after he dropped me off that in alll fairness to the driver they would not refund my money. I responded again insisting that they refer me to higher *** and than another support rep responded to me stating that this matter had already been resolved and no further steps were to be taken...Lyft never called me ..I had also requested someone call me l...they were very rigid with their treatment towards me and therefore left me no choice but to get yall involved.

  Business Response

  Date: 09/21/2023

  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.
  
  ******** acknowledged that Lyft may charge ********'s credit card for damage caused by ********'s use of the Lyft platform when ******** accepted Lyft's Terms of Service. As such, no refund has been issued.
  
  As we have clarified our damage policy, we consider this matter resolved.

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20631631
  
  I am rejecting this response because:
  I understand that i agreed to Lyfts policies when i take a ride but this driver filed a false claim so that is where this damage fee of $80 becomes unacceptable.  So again I request a full refund of the $80 back to my account.
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/27/2023

  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:09/20/2023

  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.

  Attempted to charge me multiple times per day for a cleaning service for multiple days. After I told them that I was disputing it. Additionally, they were charging for a cleaning service of a partially spilt water bottle on material, and as we all know water evaporates. Additionally, the rider falls under the *** 504, and the driver was upset. Indeed when you get upset with an individual who has autism this can cause such accidents to be exacerbated. Not to mention that drivers are trained on the matter before being hired. Moreover, the water was not on ***************. Lastly, they stop responding to me. I never addressed my other concerns. The primary concern was in regards to payment. With that being said, I would like to get this mattered resolved by you of the debt that they say I owe of $80. **** at the same time hopefully this being on their permanent record.

  Business Response

  Date: 09/21/2023

  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.
  
  ****** acknowledged that Lyft may charge ******'s credit card for damage caused by ******'s use of the Lyft platform when ****** accepted Lyft's Terms of Service. As such, no refund has been issued.
  
  As we have clarified our damage policy, we consider this matter resolved.

  Customer Answer

  Date: 09/25/2023

   
  Complaint: 20631909
  
  I am rejecting this response because: then business has numerous complaints with the BBB about the same thing which means that your business has a history of obsessive charges.  
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 09/27/2023

  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.

  Customer Answer

  Date: 09/27/2023

   
  Complaint: 20631909
  
  I am rejecting this response as stated before and the ADA/504 factor was also not address at any time.  
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:09/20/2023

  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.

  4 years driving for Lyft and being told to drive the toll roads I would be . I started to notice I wasn't seeing the reimbursement. I contact support and they ask for information on each ride when they know that information is not available to drivers. Such as rider name, pick up address, date and time. This information is not available to driver just date and time is. I explained that the driver app navigation directed me though toll roads every time and has actually reimbursed me automatically 1 or 2 times. I explained its not an individual ride problem it every ride that passed by toll roads I was directed in. That was all information they had and hide from drivers to protect riders. No matter what I did they would respond asking for information that they do not make available. Also that the app says "you will be reimbursed" and has done so automatically in past. Then while waiting for support I was suspended multiple times resulting in lost wages. Then deactivated for reasons they wont tell me. I have over **** rides in rideshare and perfect driving record perfect customer ratings. I believe i was deactivated for asking for my reimbursement.

  Business Response

  Date: 09/21/2023

  We are in receipt of BBB complaint case ********. ********************************* complaint concerns *******'s driver earnings for rides ******* has given on the Lyft platform.
  
  ******* wrote into Support on September 19 regarding the calculations of *******'s ride payments. Our agents were in correspondence with ******* to inform ******* that a completed ride consists of a base fare amount plus incremental amounts based on the actual time and distance of the ride, as measured by Lyft.
  
  Per Lyft's website "If you pass through a toll during a ride, the cost of the toll is automatically added to the passenger's ride price. Youll pay the toll upfront, then get reimbursed for the toll in your ride earnings."
  
  Additionally, our Terms of Service that all drivers have to agree to before they use the Lyft platform states, "The 'Driver Fare' for a completed ride consists of a base fare amount plus incremental amounts based on the actual time and distance of the ride, as measured by Lyft. The applicable base fare and time and distance amounts are shown in a rate card (the 'Rate Card') in your Driver dashboard."
  
  As such, we consider this matter resolved.

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20631199
  
  I am rejecting this response because: The app says "toll road ahead you'll be reimbursed" then the navigation say keep left onto toll roads. They have made this process of being reimbursed impossible with response like the website says this. Nobody is on website while driving. The app you use say otherwise. Also because I brought this issue I was banned. I don't have to take rides that are dangerous or I can't earn money but they force or trick you to take money losing rides. By playing dumb and putting false information in app navigation. Too much work to just get my money owed. I can't believe this company gets away with this they can keep my money not worth the time. Maybe court is the answer I'm just a driver they don't seem to care about the law or prop 22. I lost wages from tolls, from timeouts they put you on for not accepting rides when I should not have to take any rides as an independent contractor. The list goes on and on I don't have the time for this and they can keep money they stole. They closed all LA offices or I go speak to them in person but they are all closed wonder why. Driving as an independent contractor on this platform has been a nightmare you cover all expenses and are forced to do rides that make no sense and tricked into toll roads by telling you you'll be reimbursed and earn below minimum wage they take all profit and force you to be an employee without any employee protections. Its a scam I'm glad to be done with.
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/27/2023

  We are in receipt of the consumer rebuttal in BBB complaint case ********. *********************** complaint concerns driver earnings for rides ******* has given on the Lyft platform.
  
  ******* wrote in to support on September 19 to report concerns with toll reimbursements on several of *******'s rides. Our agents have been in correspondence with ******* to inform ******* that ******* was not reimbursed because ******* passed through optional express or HOV lane tolls on the rides ******* had concerns about. 
  
  As stated by our Terms of Service, You arent reimbursed for the following tolls: 1) Optional express or HOV lane tolls, 2) Tolls before you tap to arrive 3)Tolls after the ride ends, except in cities with eligible return tolls."
  
  As we have followed up with ******* and clarified our Terms of Service, we consider this matter resolved.

• Initial Complaint

  Date:09/20/2023

  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 several different occasions, I have been charged surge pricing/ prime pricing without my knowledge when booking a ride. I see an upfront cost which I agree to pay then upon later review, see that I have been charged double for the ride. I have tried countless times to contact the customer support team about this issue and never get any resolutions and only excuses. They try to gaslight me into thinking that the price is what I booked but it really isn't the same. They will tell me to contact them again if there are any issues then continue to give no resolutions and automated responses then shut down the chat before I can get further assistance. I have also seen this issue brought up from other riders through ******* and other complaint listings for this company. This is clearly a scam issue and I am not the only one who has been a victim of it multiple times. I am seeking refund to the amount I originally agreed to pay.

  Business Response

  Date: 09/21/2023

  We are in receipt of BBB complaint case ********. ************************* complaint concerns a ride experience on the Lyft Platform.
  
  ******* contacted Support on September 20. 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.