Complaints

This profile includes complaints for Lyft, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Lyft, Inc. has 21 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Lyft, Inc.

  San Francisco, CA 94107-1725

• 

  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

• 

  Lyft, Inc.

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

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:01/13/2023

  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 has repeatedly sold one service and delivered another without supplying a way for customers to report this issue.This morning Friday 1/13/23 i ordered a Lyft with the arrival time at my destination advertised to be 7:56am. A driver accepted the ride and was within 3 minutes of picking me up when Lyft changes my ride to a driver who was 9 minutes away and had an arrival time of 8:08am. This caused me to be late to work and was not the time i agreed to when i put gases the ride.This has happened numerous times over the past year. If Lyft can't offer specific arrival times it is unethical for them to offer rides with those times. There is also no where on their website or app to report problems like these.

  Business Response

  Date: 01/14/2023

  We are in receipt of the BBB complaint case ********. ***********************'s 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: 01/14/2023

   
  Complaint: 18807669
  
  I am rejecting this response because: Lyft did not reach out asking for more information. They instead emailed me saying they were sorry i had an issue with my ride and that they had taken steps to resolve the issue.

  No questions were asked and no information was given on how the issue was being resolved.

  The response stated here for the BBB says that they do not find any previous complaints about this issue which is true. There is no way for users to report app issues to Lyft so there had been no way for me to report these issues in the past.

  Lyft only provides ways to report issues with incorrect charges or issues with the driver's. This is an issue with Lyft's system and app not the driver or an incorrect charge.

  The email i received is attached. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/21/2023

  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."
  
  Lyft does not compensate for losses incurred by a user outside of the ******************** platform.
  
  As we have clarified our Terms of Service, we consider this matter resolved.

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18807669
  
  I am rejecting this response because:

  This response is the equivalent of the business saying "we know there are issues and we refuse to fix them or give our customers a way to report said issues to us "

  The issue i pointed out would a fixable issue and the response i am receiving is that the business refuses to fix the issue despite it being pointed out.

  You are not providing the service you are selling despite there being reasonable ways to fix the issues.

  Even changing the wording to "estimated arrival time" would help. Or changing your system to not rerouted driver's to a different rider when they are less than 5 minutes away.

  These are not unreasonable changes and would solve the issue of the app advertising one product (arrival time) and the service delivering a different product (a much later arrival time)

   

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

• Initial Complaint

  Date:01/13/2023

  Type:Order 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 am a driver who is in a Upfront payment information market. I accepted a trip that was quoted as paying $89 to $98 to ***************** from ***********, **. At the end of the trip I was paid $69. After contacting Lyft support, the agent tells me that I was paid for time and distance correctly according to the rate card. I am not in a rate card market and would never have accepted the ride for anything less that then the quoted and agreed upon Upfront fare. They can't just quote a price and then change it after the job is done.

  Business Response

  Date: 01/14/2023

  We are in receipt of BBB complaint case ********. ***************************** complaint concerns ****** driver earnings for rides ***** has given on the Lyft platform.
  
  ***** wrote into Support on January 13, 2023, regarding the calculations of Julios ride payments. Our agents were in correspondence with ***** the same day to inform ***** that ****** ride earnings are correct based on the ride earnings ***** was shown up front, or upfront pay.
  
  As stated in our ************ "With upfront pay, youll see a rides route and total earnings before you choose to accept the ride. With upfront pay, your earnings are based on a number of factors, which can include estimated time and distance to complete the ride, travel to the pickup point, and volume of ride requests in the area. Since you see what youll earn up front, your earnings are no longer based on your rate card after the ride is complete."
  
  As such, we consider this matter resolved.

  Customer Answer

  Date: 01/15/2023

   
  Complaint: 18807316
  
  I am rejecting this response because: Upfront pay for the ride was a minimum of $89 and a maximum of $98. I accepted the trip under those terms and was paid $51.95 for distance, $17.59 for time for a total of $69.54 witch is well below the quoted UPFRONT fare for the ride. My market is not a time and distance rate market, so how can Lyft go back to the old time and distance rate card after the trip is over? Straight up bait and switch.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/21/2023

  We are in receipt of the consumer rebuttal in BBB Complaint Case #********. ***************************** complaint concerns *****'s driver earnings for a ride *****'s has given on the Lyft platform.
  
  Driver pay calculation begins when the passenger is in your car and youve tapped to pick ** in the app. Driver pay includes time spent waiting, starting one minute after youve confirmed your arrival.
  
  As such, we consider this matter resolved.

• Initial Complaint

  Date:01/13/2023

  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 January 10, I rode a Lyft ride from ********* to ********* to a **** clinic. 1. Wrong mapping algorithm I typed ************************** in ****** search, and it will auto-correct to *********************************, which is the correct clinic address. In Lyft's algorithm, when I typed **************************, it auto-suggested ************************. But ****** map confirms there is NO ***************** NOR ********************************* 2. Driver did not confirm my destination Most Lyft driver confirm my destination (neighborhood etc). My driver did not confirm with me. I brought up I'm going to **** ********* clinic. It is a prominent healthcare facility where most people who drive know where it's.3. Driver's discrimination of my health condition When we arrived at the wrong destination, I pointed out it's a house, but I was going to a clinic. He said it's the address and I had to go. I was sick and had to hustle to search again on ****** map. Once I noticed it's the auto-correct problem on Lyft, I informed the driver and added the new destination. The driver was impatient and said every minute he waited, he was losing money. And questioned why I was sick, but don't know how to get to my clinic. He said I could have told him when he took the wrong path. I felt incredibly discriminated against, being sick and having no car. As someone who doesn't own a car, I wouldn't have known the path to get there. I had to fight back tears to ask him kindly to bring me to the clinic, so I wouldn't miss my doctor's appointment.Normally I would not write a complaint. I spend about $700/month to get on many Lyft rides. This is the first time I feel discriminated because of my health condition. The re-routed cost me an extra $20 although it's simply another 7 minutes (3.7 miles).I write this post because I don't feel it's right to discriminate people that have health conditions. And I certainly don't feel respected when Lyft driver questioned why I am sick and don't know how to get to clinic.

  Business Response

  Date: 01/13/2023

  We are in receipt of BBB complaint case ********. ***************** 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: 01/13/2023

   
  Complaint: 18806446
  
  I am rejecting this response because I feel discriminated because I am sick and don't know how to get to the clinic. This is why I got on a Lyft.

   

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

  Business Response

  Date: 01/21/2023

  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."
  
  Lyft does not compensate for losses incurred by a user outside of the ******************** platform.
  
  As we have clarified our Terms of Service, we consider this matter resolved.

• Initial Complaint

  Date:01/12/2023

  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 completely ruined my small business. I had small business meeting today to determine whether my business would grow or fail. Attached is the app malfunctioned at two different times (at top of pics) not allowing me to schedule a ride to miss my important meeting. Lyft left me stranded having to walk several miles as a disabled veteran and also caused a problem with my current hotel, because I had to vacate the premises in result of not being able to close an important business deal. I also deposited cash into the lyftcash and Lyft would not apply it to my ride, even though the ride was cheaper than my Lyft balance. Lyft kept requesting me to add a card until I was tired of adding cards and decided to delete the app and re-download it multiple times!. This DID NOT WORK. So I logged out multiple times and tried to re-log in. This also was a FAIL and I need my Lyft cash refunded ASAP. Its sad that people have to trust these malfunctioning companies when trying to build solid companies in the ***. LYFT IS UNRELIABLE. Many times I have been late due to canceling drivers where money was paid and needs were not met. Lyft owes me an apology and a refund. LYFT STOP S******* YOUR FREAKING CUSTOMERS!!!!

  Business Response

  Date: 01/14/2023

  We are in receipt of BBB complaint case #********. ******************** complaint concerns unable to request a ride through the app due to an account hold.
  
  Our agents have been in correspondence with ****** to inform ****** that we have removed the hold from ******'s account.
  
  As we have followed up with ****** and clarified our Terms of Service, we consider this matter resolved.

• Initial Complaint

  Date:01/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son and I share a debit card. He lives in ********, **** and I live in ************, ****. On Jan. 6,2023 he was doing something on his cell phone and somehow he doesn't know exactly how but he accidentally pushed for a Lyft ride. He saw his mistake and cancelled immediately. The worst that could happen is that we would be charged a cancellation fee which we were more than willing to pay. They charged our card $18.69. We both contacted Lyft and explained the situation. They refuse to take the charge off our account. No ride was taken. Itwas cancelled immediately. There was no time lapsed but maybe 30 secs between the accidental ordering for the ride and the cancellation. Lyft said that we would have to sort it out ourselves. I asked them in quite a few emails, what was there to sort out? Ride accidentally call, cancelled immediately and I could see being charged for a cancellation fee. They will not work with me and haven't taken the charge off my account.

  Business Response

  Date: 01/13/2023

  We are in receipt of the consumer complaint case in BBB complaint case #********. ***************************** complaint concerns being charged a ride that they didn't take. 
   
  ******** wrote in to support on January 9, 2023 to report that they were charged for a ride they didn't take. Our Support Team has been in contact on the same day and continued to resolve that a person that they know who took the ride. We advised ******** to speak with this person. 
   
  As we have followed up with ********, we consider this matter resolved.

  Customer Answer

  Date: 01/15/2023

   
  Complaint: 18728391
  
  I am rejecting this response because: I know that I will never get any satisfactory solution to this problem. I have spoken to the other person who shares a debit card with me. What are they suppose to do? The fact is that the ride was cancelled and never arrived. No ride was taken. I expect a cancellation charge but not a charge for a ride never taken. What is SO hard to understand? Why can't we be reimbursed for the ride NEVER taken and be charged according?  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/19/2023

  We are in receipt of the consumer rebuttal in BBB complaint case ********. ******************************* complaint concerns charges ******** incurred on ********'s Lyft 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 "Lyft expressly disclaims any liability arising from the unauthorized use of your User account...We are not responsible for the use of any personal information that you disclose to other Users on the Lyft Platform or through the Services...You may not allow other persons to use your User account, and you agree that you are the sole authorized user of your account." This includes payment methods.
  
  Additionally, Our Support Team has been in contact on the same day and advised ******** to speak with this person.  
  
  As we have followed up with ******** and further clarified our Terms of Service, we consider this matter resolved.

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18728391
  
  I am rejecting this response because:The problem here is not about terms and conditions or users of accounts. The **** is that a ride was charged to an account that was NOT taken and was cancelled immediately. The ride was ordered accidentally and  cancelled. No driver came and no ride was taken. Why was there even a charge? A cancellation charge I can understand, but not a charge for a ride not taken!!!
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/12/2023

  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 started driving for Lyft on December 30th 2022, as I advance threw the tears of ranks, I noticed that Lyft was taking 60 to 65% of what the customers are paying. Ive only been driving for about two weeks but Ive logged is 70 plus hours a week. And completed 279 rides. I have not seen my fair share for working for them. I reached out to them about this and I am being ignored. This is my only source of income and I work full-time. Please help me make this make scene.

  Business Response

  Date: 01/12/2023

  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 1/3 regarding the calculations of ******************* payments. Our agents were in correspondence with ******* the same day 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.
  
  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."
  
  As such, we consider this matter resolved.

• Initial Complaint

  Date:01/11/2023

  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 not been able to access my account for several months. Lyft help has not been able to resolve the issue. They keep asking me to verify my info. Uninstaller. And reinstall. I have many times. I want to access my account This has caused a great inconvenience.

  Business Response

  Date: 01/12/2023

  We are in receipt of the consumer complaint case in BBB complaint case #********. ******************************* complaint concerns being unable to access his Lyft account.

  ******** wrote in to support on Sat Jan 07, 2023 to report not being able to call a ride on the Lyft app due to a message saying that his account was disabled. Our agents have been in correspondence with *************;to inform *************;that the hold has been removed from ********'s account and that ******** now has access to log in and use the platform. As stated by our Terms of Service, The Lyft Platform is not available to Users who have had their User account temporarily or permanently deactivated. Your participation in certain Lyft programs and use of certain Lyft services may be subject to additional eligibility requirements as determined by Lyft.

  As we have followed up with *************;and clarified our Terms of Service, we consider this matter resolved.

  Customer Answer

  Date: 04/19/2023

  Date Sent: 4/18/2023 8:41:11 PM
  

   
  Complaint: 19941233
  
  I am rejecting this response because:
  I still cannot access my account. I have continuously contacted customer support who refuses to help me . I keep going in circles adding multiple credit cards. I also requested to delete my account months ago so I can create a new one. Also, if there is a balance do on the account ********************** does not notify you. They expect you to know. Then they continuously  ask you to enter a different credit card and verify your information over and over. So instead of getting a ride I am unconvinced by lyft for a long period of time. So tell me how is this issue resolved. Refer to the attached files I continue to send with different  dates and times. Am I making this up? I got better things to do with my time. Lyft also says my bank keeps declining the Transaction. Every time I called they don't even see the attempt transaction. Why lift have to be so complicated?  Uber never is. My profile picture is even up there. My time is priceless and I cannot get it back. No compensation from lyft can replace it. A simple apology, better training of their staff, acknowledgement of their errors and flaws. A nice gesture would go long way. I want my account deleted so I create a new one just one

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

  Business Response

  Date: 04/20/2023

  We are in receipt of BBB consumer rebuttal #********. ********************************* complaint concerns the status of Geoffreys payment method on ********'s rider account.
   
  On April 2nd, was informed by our agents that ******** must add a payment method with the same billing address in order for ******** to request a ride. 
   
  As we have followed up with ******** and clarified the steps to resolve this concern, we consider this matter resolved.

  Customer Answer

  Date: 04/21/2023

   
  Complaint: 18726589
  
  I am rejecting this response because: the business is going around in circles and not acknowledging that I cannot use my account to this day and I provided uploads as valid documentations. They fail to acknowledge I have requested several times to delete my account create a new one. They failed to acknowledge that they continuously ask me to verify my credit card information . They fail to inform the customer of an outstanding balance. They fail to hold them self accountable.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/11/2023

  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 makes it entirely impossible to contact them via telephone. Everything is done through their app and if they decide not to respond or to "close" your conversation, it is entirely disabled.Lyft makes an alleged provision to pay contractors when someone vomits or damages a vehicle during a ride. They require the contractor (driver) to submit proof within 2 hours and take no other rides before then. I submitted proof IMMEDIATELY following the ride via their app on 12/10/2022 3:30 AM and they never responded until 12/11/2022, at which point they CLOSED the chat without resolution. You will see in the attached conversation, I followed up at 4:25 AM, and they waited until the next day to respond, and closed the chat although it had not been even 24 hours- although you will see where they said I had up to 24 hours to respond. (Once their chats are closed, they cannot be reopened.)I attempted to reach out multiple times the days following, and each time they claimed that the issue had already been resolved when it clearly had not. They vehemently shut me down, even when I tried to reach out via social media, up to and including ignoring me. I have screenshots of all of the above if you need additional screenshots.Lyft is able to cheat its customers and contractors by purposely making it virtually impossible to speak to someone live, via email or otherwise. They refer everyone to their app, where they are able to ignore your correspondence or leave premade responses that are not relevant to your inquiry.I would like the money they owe me- the maximum payout for such a claim, as I had to clean up someone else's vomit during the Lyft ride and I should have been compensated for it. I followed their (rather convoluted) rules to the letter, yet no one was willing to address the issue.

  Business Response

  Date: 01/12/2023

  We are in receipt of BBB complaint case 18726414.Tone Love's complaint concerns a damage claim that Tone  has submitted to Lyft.
   
  Tone wrote into Support on December 10, 2022 and our agents were in contact with Tone that same day to inform Tone that we may elect to compensate a driver when there is damage caused to the vehicle which cannot be remedied by routine maintenance and upkeep.
   
  When Tone  accepted Lyft's Terms of Service Tone  acknowledged that Lyft "may charge a damage fee. . . . of up to $250 depending on the extent of the damage (as determined by Lyft in its sole discretion) As such, no damage fee has been issued.
   
  As we have clarified our damage policy, we consider this matter resolved.

  Customer Answer

  Date: 01/15/2023

   
  Complaint: 18726414
  
  I am rejecting this response because:

  You stated that I was provided a response this is completely false. In fact, as you can see in the provided screenshots, the representative never addressed the issue at all. All further attempts to contact you were ultimately dismissed on the premise that you responded to me in your Support Inbox when- as I illustrated clearly- you had not.

  You state that I am essentially bound to your Terms of Service, which allows you to determine what is considered damage at your sole discretion. So, what you are saying is that you do not believe that a rider who vomit (biowaste) in someone's Porsche- even with provided evidence- is entitles to some sort of clean up? Could I have continued driving other passengers and continue regular business? Could you ride in YOUR car to work if someone threw up in the back seat? Your determination is unfair, and your poor level of support/communication to drivers and passengers leave us in unsafe and peculiar conditions.

  I ask that you generally review your policies/terms, as the inability to call you is a public safety issue at whole. I also ask that you reconsider providing me some form of monetary compensation, as I can definitively prove that you did not provide me with an explanation at any point of the incident, I lost money as a result of the incident (could no longer drive until cleaned), and I was not given the courtesy to know why I was ignored. 

  
  
  Thank you,
  
  Tone Love

  Business Response

  Date: 01/19/2023

  We are in receipt of the consumer rebuttal in BBB Complaint Case #********. *********'s complaint concerns a damage claim that **** has submitted to Lyft.
  
  Tone reached out to our Support team on 12/10/2022, and our agents were in contact with Tone that same day to inform Tone that we may elect to compensate a driver when there is damage caused to the vehicle which cannot be remedied by routine maintenance and upkeep.
  
  Our Support team reviewed Tone's submission, which did not satisfy the photo requirements. As stated on our ************ while reporting damage, a driver must "Take a photo with your phone to record the time and date of the incident. Turn on the car's interior light to make ************* are clear. Use your phone's flash when taking pictures".
  
  When Tone accepted Lyft's Terms of Service Tone acknowledged that Lyft "may charge a damage fee. . . . of up to $250 depending on the extent of the damage (as determined by Lyft in its sole discretion). As such, no damage fee has been issued.
  
  As we have clarified our damage policy, we consider this matter resolved.Tell us why here...

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18726414
  
  I am rejecting this response because what you are stating is entirely false.

  First and foremost, YOU NEVER REPLIED when I contacted you within minutes of the incident. That is demonstrated in the attached screenshot of your conversation with me. This complaint is the FIRST I'm hearing that my submission was rejected because you didn't like the photos.

  Secondly, as you can see in the initial attachments in this very report, I provided proof of the incident and it is clear I used a flash. In fact, camera phones typically use the filename as a timestamp for each photo taken, and you will notice that the filenames attached to this report MATCH THE **** AND DATE OF THE INCIDENT, proving that I took those photos IMMEDIATELY after I felt I was safe. (The passenger was drunk and slightly aggressive.) For example, 20221210_034408.jpg means the image was taken at 2022-12-10 3:44 AM. The very photos attached to this are THE SAME PHOTOS uploaded to you soon after. It is clear the man threw up in my Porsche and it is clear that I followed the submission guidelines. I even have video of the passenger, but your system does not allow video uploads! I indicated I had video if necessary, however.

  You simply IGNORED me and now you are using your policy as a means of cheating me. It is disheartening to say the least.

  
  Sincerely,

  
  
  Tone Love

• Initial Complaint

  Date:01/11/2023

  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 December 14th, 2022, I took a ride to airport with a lyft driver. As I sat down, that water bottle in my hand had a loose cap and about a cup of water spilled on the seat. I could have stayed quiet but I immediately told the driver that there is some water spilled on the seat which hopefully dry out before the next ride but even if does not, she can request the ride to sit on the other side. She replied" oh, dont worry about that". We had a nice conversation all the way to the airport. Once I got off the car, I noticed that she was in the back seat for quiet sometime and I couldnt figure out why. Soon after the check in, I pulled up my phone to tip her and review her with 5 stars that I always do, to my surprise, Lyft had already charged my CC for $80.00 as a damage fine with a total of 142.66.I wrote to customer service immediately and explained what happened. this was the response Hi ******, Thanks for getting back to us. The damage fee assists the driver in repairing, remediating, or cleaning the damages made to their vehicle. By using the service you have agreed to respect the property of your Lyft drivers and their vehicles. Please note that whenever you enter and exit a ride we ask that you leave the car exactly as you found it. Drivers use their personal vehicles and it is not their responsibility to have to clean up after passengers. If you need any additional clarification or assistance with a separate concern, please feel free to respond directly to this email. Best,******** Lyft Support I contested that this was not by any means DAMAGE to the vehicle. "I do not agree with damage. My water bottle cap was open and as I sat down, some of it spilled and I informed her immediately. Her answer was not to worry how on earth a little amount of water that will dry in air costs 80:00? I do not agree"I did not get any response from Lyft again. I followed up with another email 3 weeks later but it has been over 2 weeks and no response yet.

  Business Response

  Date: 01/12/2023

  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.

• Initial Complaint

  Date:01/11/2023

  Type:Delivery 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.

  January 4th 2023 I ordered a wheelchair accessible ride with the lyft access option, these are vehicles that have a ramp to roll the wheelchair into the vehicle (similar to an ambulance). Upon arrival the driver told me that the ramp doesn't work and I should order another ride a few minutes later i ordered another access ride and without any issues arrived at my destination. About 30 minutes later I received an email from lyft notifying me that the first driver reported that he canceled the ride because i did not have a wheelchair which is a violation and abuse of the Access program and should i have any further abuse of the program i would be subject to termination of my account. I immediately called lyfts customer support, the customer support person was not even aware that lyft has the option of vehicles that you can roll a wheelchair into! after several emails back and forth they did not resolve the issue..I am very concerned that they did not correct the record on my account and still shows that I abused the ACCSESS program and should another driver decide to lie lyft will cancel my account Lyft did not apologize properly nor assure me that they corrected the record of this incident.

  Business Response

  Date: 01/13/2023

  We are in receipt of BBB complaint case #********. *********************** complaint concerns an incident on the Lyft platform.
  
  *** reached out to our Support team on January 4, 2023 to report an incident with a Lyft driver. Our Support team was in correspondence with *** the same day and has followed up with *** more recently. 
  
  As we have addressed ***'s concerns and taken the appropriate actions with the driver, we consider this matter resolved. 

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18718427
  
  I am rejecting this response because:they have not assured me that they corrected my account to show that I did NOT violate program policy.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 01/19/2023

  We are in receipt of the consumer complaint case in BBB complaint case #********. ********************* complaint concerns that they were accused of not having a wheelchair.

  *** wrote in to support on January 13th to report that they were accused of ordering an Accessible ride without a wheelchair. Our agents have been in correspondence with ********;to inform ********;that the driver was educated, and we are issuing a refund.

  As we have followed up with Eli and clarified our actions toward the driver, we consider this matter resolved.

  Customer Answer

  Date: 01/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************