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:06/28/2023

  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.

  Im writing today to express my disappointment with the customer support experience I had with ******************** on 6-27-2023 regarding receipt *******************. I am attaching screenshots of the conversation I had with two different support agents, which clearly show that my issue was not acknowledged or even attempted to be understood. The issue in question was an unauthorized tip of $14.76 that was automatically charged to my corporate card within seconds of my ride completing without even offering me the opportunity to rate or tip ****** (who did an excellent job by the way) as my previous 140 "issueless" rides with Lyft have (and no I have never set or changed the default tip in the app from 0%). I explained to the support agents that the unauthorized, automatic tip was only noticed AFTER I manually left my intended tip of 25% ($22.14) which brought me well over my companies 25% maximum gratuity rule. However, the agents were not interested in hearing my explanation. They simply told me that the charge was valid and that there was nothing they could do due to "company policy" and then rudely stopped communicating with me. I shared my negative experience with Lyft's customer support with my team of traveling colleagues on our weekly conference call this evening and after hearing a few other recent, negative experiences with Lyft on the call, we decided to shift our team's travel needs to Uber for the foreseeable future. I will be resorting to the chargeback process with US Bank to recover the unauthorized $14.76 charge from my corporate card as explained above if I do not receive a refund from Lyft directly within the next 30 days.

  Business Response

  Date: 06/28/2023

  We are in receipt of BBB complaint case ********. ****'s Rostad complaint concerns charges on ***********;Lyft account.
  
  **** wrote into Support on June 27th. Our agents were in correspondence with **** that same day to inform **** that we are not able to refund tips as they are an act of generosity towards our drivers.
  
  Additionally, per our Terms of Service, "As a Rider, you agree to pay the amounts charged for your use of the Lyft Platform and Services (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 followed up with ****, we consider this matter resolved. 

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20247156
  
  I am rejecting this response because:

  There seems to be some major confusion about why I'm asking for the $14.76 to be refunded in the first place. I would like to point out my repeated use of the word "unauthorized" (definition: not authorized, without authority or permission) when explaining the $14.76 "tip" charge that was billed to my credit card immediately after the driver dropped me off and ended the ride.
  
  -This $14.76 "tip" charge was NOT disclosed prior to or during my ride request
  -This $14.76 "tip" charge was NOT agreed to by myself
  -This $14.76 "tip" charge was NOT authorized by accident or on purpose
  
  As I explained previously, I have purchased 140 rides with Lyft since opening my account and NEVER have I had an issue like this. The app has ALWAYS given me the CHOICE to tip or to not tip when the ride is complete EXCEPT the ride in question (ride number 141). I have NEVER given Lift permission to automatically add a tip to a ride via the app or by any other means possible.
  
  I would also like to point out this particular group of words from the Lyft terms and conditions quoted in todays response..
  
  "plus any tips to the Driver that you elect to pay"
  
  Notice how it says "that you elect to pay" which implies that the customer is given the option to tip if they so choose, which I did when authorizing a 25% ($22.14) "tip" to the ride manually since I wasn't given the option to add a tip after the ride completed as I had with my previous 140 rides.
  
  Since the $14.76 "tip" charge was not authorized by ME, either on accident or on purpose, this constitutes credit card fraud.
  
  
  To summarize..
  
  The automatically added, "UNAUTHORIZED" $14.76 "tip" charge shown on the attached receipt was NOT made or agreed to by myself either prior to requesting or after being dropped off from my ride and constitutes credit card fraud.
  
  The manually added, "AUTHORIZED" $22.14 "tip" charge shown on the attached receipt WAS made and agreed to by myself after being dropped off from my ride.
  
  Since the automatically added $14.76 "tip" charge was NOT authorized by myself, it must be refunded regardless of Lyft's moot tip refund policy.

   

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

  Business Response

  Date: 07/05/2023

  We are in receipt of the consumer rebuttal in BBB complaint case ********. ******************** complaint concerns a charge on ******'s Lyft account.
  
  ****** contacted Support on June 27th. Our agents were in contact with ****** that same day and informed ****** that tips are non-refundable.
  
  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: 07/07/2023

   
  Complaint: 20247156
  
  I am rejecting this response because:

  It seems as if Lyft didn't address anything in their last response. All they did was copy and paste their previous response.

  BBB, can you advise on my next step since they apparently have no desire to return their fraudulent tip charge.

  OR

  Can you explain to me what legal system they're using to fraudulently charge money to a customer and then refuse to return said money by simply claiming they don't have to because it's "Their Policy"?

  I feel like a fraudulent charge is a fraudulent charge.

  Pasting my last response again since Lyft chose to ignore it.

  
  I am rejecting this response because:
  There seems to be some major confusion about why I'm asking for the $14.76 to be refunded in the first place. I would like to point out my repeated use of the word "unauthorized" (definition: not authorized, without authority or permission) when explaining the $14.76 "tip" charge that was billed to my credit card immediately after the driver dropped me off and ended the ride.
  
  -This $14.76 "tip" charge was NOT disclosed prior to or during my ride request
  -This $14.76 "tip" charge was NOT agreed to by myself
  -This $14.76 "tip" charge was NOT authorized by accident or on purpose
  
  As I explained previously, I have purchased 140 rides with Lyft since opening my account and NEVER have I had an issue like this. The app has ALWAYS given me the CHOICE to tip or to not tip when the ride is complete EXCEPT the ride in question (ride number 141). I have NEVER given Lift permission to automatically add a tip to a ride via the app or by any other means possible.
  
  I would also like to point out this particular group of words from the Lyft terms and conditions quoted in todays response..
  
  "plus any tips to the Driver that you elect to pay"
  
  Notice how it says "that you elect to pay" which implies that the customer is given the option to tip if they so choose, which I did when authorizing a 25% ($22.14) "tip" to the ride manually since I wasn't given the option to add a tip after the ride completed as I had with my previous 140 rides.
  
  Since the $14.76 "tip" charge was not authorized by ME, either on accident or on purpose, this constitutes credit card fraud.
  
  
  To summarize..
  
  The automatically added, "UNAUTHORIZED" $14.76 "tip" charge shown on the attached receipt was NOT made or agreed to by myself either prior to requesting or after being dropped off from my ride and constitutes credit card fraud.
  
  The manually added, "AUTHORIZED" $22.14 "tip" charge shown on the attached receipt WAS made and agreed to by myself after being dropped off from my ride.
  
  Since the automatically added $14.76 "tip" charge was NOT authorized by myself, it must be refunded regardless of Lyft's moot tip refund policy.

  Business Response

  Date: 07/25/2023

  We are in receipt of the consumer rebuttal in BBB complaint case ********. ******************** complaint concerns charges on ****'s Lyft account.
  
  ****** wrote into Support on June 27th. Our agents responded to **** that same day to inform **** that we are not able to refund tips added at the end of a Lyft ride since 100% of tips go to drivers. 
  
  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.0.

• Initial Complaint

  Date:06/27/2023

  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 want to file a complaint with lyft. I feel like i was judged at the point when they arrived to pick me up. Also arrived at the wrong adress at times and was very rude and i just want to be refuned for all the rides that i did with you guys i have a major disability and this was very unprofessional what the drivers did i just want to be refunded and never ride with lyft again ill just get a rental from now on anyways on september 14 2022 with surcharge $29.95 September 14 2022 $28.81 September 12 $23.91 September 12 2022 $23.75 September 9 2022 $29.98 August 20 2022 $24.99 August 19 2022 $23.91 August 12 2022 $27.49 August 11 2022 $23.35 so these are the charges that i need to come back in a refund check because i no longer have that card no more anyways i wont be using lyft no more unfortunately just caused too much chaos with me so im hoping to get this all refunded in a check i wasnt too happy about the situation so hopefully we will get this taken care of

  Business Response

  Date: 06/28/2023

  We are in receipt of the BBB complaint case #********. ****'s West 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: 06/28/2023

   
  Complaint: 20246609
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

   

  i have given the Lyft rides and dates to Lyft for refunding me in a check I just dont see why I cant get a refund for all the rides because I felt uncomfortable with the rides thats all and unwanted thanks 

  Business Response

  Date: 06/29/2023

  We are in receipt of the consumer rebuttal in BBB complaint case ********. ********************************************* complaint concerns multiple rides taken on *********** account.
  
   We have been in contact with ********* concerning a variety of unpleasant experiences ********* encountered on the Lyft platform. Each of these interactions was met with a response from our support team and appropriate actions were taken in response to each report.
  
  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 followed up with ********* and taken all appropriate actions for these complaints, we consider this matter resolved.

• Initial Complaint

  Date:06/27/2023

  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.

  On 6/23/23 took a normal ride home from work . ***** did not speak much English ended trip sent a receipt for trip then an hour later a damage fee of $80. Never had any additional fees in my 8.9 years and have completed 561 rides. Driver submitted photos but it does not provide I caused damage let along i was not eating or drinking after chatting with support no one is able to look into this I believe this a scam and driver is trying to get money . Lyft chatted with me that they would follow up but no one did and this reflected poorly. I have no problem closing my account after 8.9 years and going to court.

  Business Response

  Date: 06/28/2023

  We are in receipt of BBB complaint case ********. ******** J 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 ******** credit card for damage caused by ******** use of the Lyft platform when ****** accepted Lyft's Terms of Service. As such, no refund has been issued.
  
  As we have clarified our damage policy, we consider this matter resolved.

• Initial Complaint

  Date:06/27/2023

  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 have file several complaints and disputes dealing with Lyft ****************** and they have refused to refund me my money back due to fraudulent charges made on my account without my permission I have all documentation of these charges, times and dates. Also I have the chat conversation regarding a refund due to a recent transaction that was made without my knowledge with Lyft.

  Business Response

  Date: 06/28/2023

  We are in receipt of BBB complaint case ********. ******************************* complaint concerns multiple ride experiences on the Lyft Platform.
  
  ******** contacted Support on June 27, 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.

• Initial Complaint

  Date:06/27/2023

  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 currently have an account with ******************** after numerous of tries to request a ride. They continue on disabled my account and therefore I cannot request any rides. Its an inconvenience for a person who does not have a vehicle and this is the only means requesting transportation. I continue on messaging live, asking them if they can lift my account so I can request a ride and theyre not replying back, or helping me to have this matter resolved I made another account and they disabled that one as well. Im not sure why this continue on happening. I need this matter to be resolved.

  Business Response

  Date: 06/30/2023

  We are in receipt of BBB complaint case ********. **************************************** complaint concerns the status of ******'s Rider account.
  
  ****** wrote in to Support on 4/25/23. 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.
  
  As ****** has been informed that we are unable to reactivate ******'s account, we consider this matter resolved.

  Customer Answer

  Date: 07/01/2023

   
  Complaint: 20242044
  
  I am rejecting this response because:  I never had an account I never did anything wrong I used my account like normal and now they are saying I did something? Im beyond frustrated and need my account back 
  
  Sincerely,
  
  ************************************

  Business Response

  Date: 07/07/2023

  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.

• Initial Complaint

  Date:06/26/2023

  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.

  this morning on 06/26/2023 i was picked up in a lyft ride that the app stated was a man named *******. the app also stated that it would be a black ***** malibu. the car that picked me up instead was a black **** the driver, once i got in the vehicle i realized didnt match the image on the lyft, so i questioned the different vehicle, and instead of answering he just floored the car to my destination which was only 10 minutes away. when dropping me off, it was still a solid mile from my destination but the driver had already sped off. due to not matching the image in the app and the car not being correct, i contacted lyft and reported this man to lyft safety to hopefully protect future riders. less than an hour later, i recieved a report that i was charged $80 for a damage fee to that vehicle. i was in that vehicle less than 10 minutes and i neither left anything in it nor did i damage it in any way, this is clearly the driver retaliating at me for filing the safety report against him. *** spent hours now trying to contact lyft and have this resolved, and all i am getting is being repeatedly routed back and forth between departments all telling me they need to transfer me. none of them willing to help with this absolutely insane charge, all because i filed a report trying to keep the roads safe for ride share users in my town. this needs to be seen to and adjusted appropriately.

  Business Response

  Date: 06/27/2023

  We are in receipt of BBB complaint case #********. ***************************** complaint concerns an incident that occurred on the Lyft platform.
  
  ****** wrote in to Support on 06/26/23, and our agents were in correspondence with ****** to file an incident report that same day. Our support team was able to fully refund ******'s damage concern and informed ****** that we have conducted a complete investigation into the incident.
  
  As ****** has been informed that we have completed an investigation, we consider this matter resolved.

• Initial Complaint

  Date:06/25/2023

  Type:Delivery 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 ride from Lyft on Jun 25,2023, 2:47 AM. I missed a call from the driver, ******, as I was leaving the residence I was at, and upon walking out the driver left. I called him back and he said he would be a few minutes. When I checked the app he had started the ride without me and I was unable to order another Lyft because he falsely claimed I was in his car. I was charged for a ride I never took. Lyft support won't allow me to dispute the ride, and instead said they won't pair me with ******. Lyft along with ******'s assistance stole $13.68 without providing any service whatsoever. I then had to order another ride home. If ****** had actually picked me up, why then would I have a second ride to and from the same exact locations? False ride: Jun 25, 2023, 2:47 AM - 4.9 miles 11 min from ****************************************************** to **************************************************************** 2nd ride: Jun 25, 2023, 3:30 AM - 4.6 miles 9 min from **** *********** *******, ** ***** to ****************************************************************

  Business Response

  Date: 06/26/2023

  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

• Initial Complaint

  Date:06/24/2023

  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 ride a few days ago and I was charged $150 damage fee for vomiting in the car. I absolutely did not vomit in the car and I contacted Lyft and they still did not erase the charges. It was a complete fraud scam.

  Business Response

  Date: 06/25/2023

  We are in receipt of BBB complaint case #********. ******************************* complaint concerns a damage fee that ******* has incurred on the Lyft platform.
   
  Before a user can access the ******************** platform, the user must agree to ********************'s Terms of Service. The Terms of Service appear when the user first signs up with ********************, and the new user must click that the user "accepts" the terms before the user can continue to use the service.
   
  ******* 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: 06/25/2023

   
  Complaint: 20232920
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/24/2023

  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.

  Told them the driver made an advanced on me trying to pay for *** and I reported it and couldn't get anything RESOLVED NOR COULD I GET A REFUND

  Business Response

  Date: 06/30/2023

  We are in receipt of BBB complaint case #********. ***************************** complaint concerns an incident that occurred on the Lyft platform.
   
  ************************* wrote in to the BBB, and our agents were in correspondence with ****** to file an incident report 6/27/2023. Lyft's support team reached out  a full investigation for this incident and took the necessary actions with the driver. 
   
  As ****** has been informed that we have completed an investigation, we consider this matter resolved. 

  Customer Answer

  Date: 07/02/2023

   
  Complaint: 20232493
  
  I am rejecting this response because: I want my money back 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/15/2023

  We are in receipt of BBB complaint case ********. ***************************** complaint concerns a ride experience on the Lyft Platform.
  
  ****** contacted Support on 6/24/23. Our agents were in correspondence the same day to address ******** 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 ******** concerns and clarified our Terms of Service, we consider this matter resolved.

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20232493
  
  I am rejecting this response because: It wasn't a safe nor fun ride you can't just keep people's money for s***** service 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/24/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First off I had a horrible experience I just signed up with lyft on June 23 of 23 I'm a little irritated that I had to tell my driver multiple times where I was when the *** on the system would not let me adjust the map a second time to try and help the driver find the precice location where i am I a spent $38 just to be snapped at for something out of my control and on top of that downgrade me. This was around 7:00 p.m. es time.

  Business Response

  Date: 06/25/2023

  We are in receipt of BBB complaint case #********. *********************'s complaint concerns multiple rides taken on *******'s account.
   
  ******* reached out to support on multiple occasions concerning a variety of unpleasant experiences ******* encountered on the Lyft platform. Each of these interactions was met with a response from our support team and appropriate actions were taken in response to each report.
   
  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 followed up with ******* and taken all appropriate actions for these complaints, we consider this matter resolved.

  Customer Answer

  Date: 06/25/2023

   
  Complaint: 20231844
  
  I am rejecting this response because:first off your driver nearly left me after paying $38 second I was only reached out to once no one called me only email I was hoping to speak to a live person but you can't even do that. If you won't refund me my money I will contact the ftc and seek out an attorney 
  

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

  Business Response

  Date: 06/28/2023

  We are in receipt of the consumer rebuttal in BBB complaint case ********. *********************'s 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: 06/29/2023

   
  Complaint: 20231844
  
  I am rejecting this response because

  You strive to give your customers a positive and friendly experience which none was provided the driver nearly left me and was rude because I could not adjust the map to where I was I told the driver multiple times but your clearly ignoring that if we continue to have this argument I will go to the ftc so I want my money back

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