Business Profile

Car Service

Lyft, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Car Service.

Important information

Customer Complaint:
BBB’s file for Lyft was created in August 2011. Following BBB’s review of complaints done in April 2025. Complaints on file state concerns with billing, refunds, and ride experience.

BBB recommends reviewing of the following:

Terms of Service (please see 4. Charges)
Community Guidelines
Safety

For any issues or concerns, please visit Lyft Help.

Complaints

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

Customer Complaints Summary

3,966 total complaints in the last 3 years.
1,008 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:11/06/2022
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.
Purchased a Lyft gift card on 10/15/2022 for $50.00 I have not been able to use the card on the app and would like my money returned. i have tried changing the settings on the app but ride availability does not populate.
Business Response
Date: 11/07/2022
We are in receipt of BBB complaint case #********. ************************* complaint concerns authorization holds on ***'s account.

*** contacted Support on 11/5/22. We were in correspondence with *** that same day to inform *** that there were multiple failed authorization attempts on ***'s default payment method. As the authorizations failed, *** was unable to request a ride and utilize the gift card on ***'s account. Our agents informed *** that *** would need to reach out to ***'s financial institution for additional information if there were sufficient funds on FIRST_NAME's payment method.

Lyft's Gift Card Terms and Conditions can be found here: https://blog.lyft.com/gift-card-terms

Additionally, our agents have also informed *** that, like other companies, Lyft uses temporary authorizations to confirm a users payment method. The authorization will never actually process but may show as "pending" on the users bank statement. The users card issuer will remove the hold typically within 3-5 business days, and the card won't actually be charged. Once the user has paid for the ride and the card is successfully charged, Lyft immediately releases the authorization. Users should contact their bank for more information about the particular banks authorization policies and timelines.

Lyfts temporary authorizations practice is disclosed and explained in Lyft's Terms of Service (https://www.lyft.com/terms).

As we have further clarified our policy regarding authorization holds, we consider this matter resolved.
Customer Answer
Date: 11/07/2022

Complaint: 18365487

I am rejecting this response because: the matter at hand is not prior authorizations and that was not even mentioned in the email I received. I have a 50 GH ift card that I can't use. I even tried adding a new payment method and it wasn't accepted. The card I used has money in the account. This is in regards to the gift card the value is sitting there but I can't access it.ci would like my 50 dollars returned .

Sincerely,

*********************
Business Response
Date: 11/17/2022
We are in receipt of the consumer rebuttal in BBB complaint case #********. ********;******** complaint concerns not being able to access the $50 in Lyft cash on ***'s account due to an identity challenge security block.
*** wrote in to support on Nov 06 2022 to report that she had purchased a $50 gift card and that it did not work, so she would like the card refunded to her. Our agents have been in correspondence with *** to inform *** that once redeemed, gift cards are non-refundable. They have also sent correspondence stating that the identity challenge has been cleared so that *** may access ***'s account and use the gift card balance.
As stated by our Terms of Service, No Refunds. 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.
Initial Complaint
Date:11/05/2022
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 has a service that it markets as "priority pickup." When a customer chooses that service, the app quotes a time and charges a fee that is a significant percentage of the fare. In my case, it charged me $7.84 for "priority pickup" on a total fare that was between $20 and $30.Lyft did not pick me up by the time they promised -- or indeed anywhere near the time they promised. I had to wait for about half an hour before someone picked me up. I used Lyft only because of the "priority pickup" service; **** quoted a sooner time, for example. In the end, Lyft picked me up later than their regular, non-priority service said it would have done.The app provides a mechanism by which customers can dispute fees. I used this mechanism, which appeared convenient, and the app told me it "refunded" the $7.84. But it had not done so. It instead issued me a coupon for $7.84 that expires in 28 days. That is not an acceptable response to a payment for a service that was simply not provided.The Lyft app's customer service was next to useless in responding to the problem. They barely read my request, then responded with quoted, "canned" answers multiple times.In short, Lyft has charged for a service, failed entirely to provide the service, kept my money, and issued a "promo coupon" that expires in 28 days as purported compensation. It has refused to address the matter despite my direct attempt to get them to address it through their customer-service organization, which appears largely nonexistent and largely automated.
Business Response
Date: 11/06/2022
We are in receipt of the BBB complaint case ********. ***** ******** complaint concerns an experience on the Lyft platform. The information provided in this complaint is insufficient for us to provide a substantive response to the complaint and no previous support interactions could be found regarding this complaint.

We have been in contact with ***** to request the additional information necessary to appropriately respond to this complaint.

As such, we consider this matter resolved.
Customer Answer
Date: 11/06/2022

Complaint: ********

I am rejecting this response because: What more information could they need? They have my name and the amount of the charge, and the ride I'm referring to is the only ride on my account in the last three years. Would it help to list other email addresses associated with the account, like ***************** or my phone number *************)? I am happy to supply whatever information Lyft needs.
The problem here is that Lyft admits they didn't provide the "priority pickup" services, and their app says it issues a refund. But it does not issue a refund; it issues a promotional coupon that expires in less than a month. That is a borderline fraudulent misrepresentation to customers.

Sincerely,

***** ******
Business Response
Date: 11/10/2022
We are in receipt of the consumer rebuttal in BBB complaint case ********. ***** ******** complaint concerns a ride experience on *****'s account.

Before a user can access the ******************** platform, the user must agree to ********************'s Terms of Service. The Terms of Service appear when the user first signs up with ********************, and the new user must click that the user "accepts" the terms before the user can continue to use the service.

Our Terms of Service clearly state, "We do not warrant that your use of the Lyft Platform or Services will be accurate, complete, reliable, current, secure, uninterrupted, always available, or error-free, or will meet your requirements."

Additionally, our agents have informed ***** of the $7.64 credit added to *****'s account that can be viewed in the "rewards" tab.

As we have clarified our Terms of Service, we consider this matter resolved.
Customer Answer
Date: 11/15/2022

Complaint: ********

I am rejecting this response because: Under prevailing ******** caselaw, "Terms of Service" are not enforceable to permit a firm to keep money for a service not provided. The app displayed a time that it would pick me up if I paid extra, and it in fact promised a refund when that service was not provided. The form that "refund" took -- the app actually called it a refund -- was a "coupon" that expired 28 days after I received it. That is not a refund. It appears to me that Lyft is engaged in an anti-consumer, intentionally deceptive practice on this front; the entire policy should be reviewed, and the BBB should take notice that Lyft is intentionally refusing refunds for services not provided, even while calling them refunds and offering useless "coupons" in their stead. Lyft's response is entirely unacceptable.
I can provide screenshots showing Lyft's representatives claiming I would receive a "refund" but then admitting that it was just an expiring coupon.

Sincerely,

***** ******
Business Response
Date: 11/17/2022
We are in receipt of the consumer rebuttal in BBB complaint case ********. ***** ******** complaint concerns a ride experience on *****'s account.

Before a user can access the ******************** platform, the user must agree to ********************'s Terms of Service. The Terms of Service appear when the user first signs up with ********************, and the new user must click that the user "accepts" the terms before the user can continue to use the service.

Our Terms of Service clearly state, "We do not warrant that your use of the Lyft Platform or Services will be accurate, complete, reliable, current, secure, uninterrupted, always available, or error-free, or will meet your requirements."

Additionally, our agents have informed ***** of the app automatically giving ***** a $7.64 credit added to *****'s account that can be viewed in the "rewards" tab.

As we have clarified our Terms of Service, we consider this matter resolved.
Customer Answer
Date: 11/17/2022

Complaint: ********

I am rejecting this response because: Lyft simply repeated its prior response without adding anything new. As I responded already: I am rejecting this response because: Under prevailing ********
caselaw, "Terms of Service" are not enforceable to permit a firm to keep
money for a service not provided. The app displayed a time that it
would pick me up if I paid extra, and it in fact promised a refund when
that service was not provided. The form that "refund" took -- the app
actually called it a refund -- was a "coupon" that expired 28 days after
I received it. That is not a refund. It appears to me that Lyft is
engaged in an anti-consumer, intentionally deceptive practice on this
front; the entire policy should be reviewed, and the BBB should take
notice that Lyft is intentionally refusing refunds for services not
provided, even while calling them refunds and offering useless "coupons"
in their stead. Lyft's response is entirely unacceptable.

Sincerely,

***** ******
Initial Complaint
Date:11/05/2022
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 charged my debit card $19.99 On October 21st and it states it was for 1 ride on October 17th. But if you look at my debit card transactions as well as my Lyft records, you will see the 1 ride I took that day was for $12.74 which they already took on October 18th. When I asked them what the $19.99 charge was, they stated it was a "temporary authorization" which would fall off after 5-7 business days. That was 14 days ago and my $19.99 was never returned. I have chat messages, reciepts and screenshots as proof. I just want my $19.99 that was taken from me back.
Business Response
Date: 11/08/2022
We are in receipt of BBB complaint case #********. *********************************** complaint concerns unauthorized charges to ********'s credit card.

The information provided in the complaint is insufficient for us to locate this charge in our records. Therefore, we are unable to provide a substantive response to the complaint.

We have reached out to ******** to attain additional information on this matter in order to conduct an investigation.

As ******** has not provided the necessary information in regards to these charges, we are unable to conduct an investigation. We consider this matter resolved.
Customer Answer
Date: 11/08/2022

Complaint: 18363578

I am rejecting this response because:

I received have emailed back and forth with Lyft and provided screenshots from my bank showing the two charges for the October 17th ride. I have also provided screenshots from chat with a Lyft representative confirming they did see the charge on their end for the $19.99 stating "the charge is only temporary and should fall off after 5-7 business days." And I explained to them it had been 14 days since the charge was charged and it indeed did not fall off. I have attached the chat screenshots as well as the email where I provided necessary proof. They are not attempting to even acknowledge my evidence submitted. But insist on keeping my $19.99.

Sincerely,

*******************************
Business Response
Date: 11/10/2022
We are in receipt of the consumer rebuttal in BBB complaint case #********. *********************************** complaint concerns charges ******** incurred on ********** 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."

As we have followed up with ******** and further clarified our Terms of Service, we consider this matter resolved.
Customer Answer
Date: 11/15/2022

Complaint: 18363578

I am rejecting this response because:

I understand the user agreement and nobody else has used my account. Only myself, *******************************. And again, your company charged MY ACCOUNT $19.99 (as proven in the multiple screenshots I have provided) and didn't refund that "temporary charge" as you put it. Your "temporary charge" did not fall off and the money was taken October 21st and NEVER RETURNED! There is legal documentation for this which WILL hold up in a civil court before a judge. I am trying to work this matter out with you without having to take this to court seeing is how it will cost me legal fees but at this point you're just pointing out unrelated terms and conditions which have nothing to do with this matter. The point is, your company charged my debit card this temporary charge that was supposed to "fall off". It did not fall off. I immediately brought it to your attention and provided ALL the necessary proof as well from my bank statements showing this ILLEGAL transaction. Your company has failed to remedy the situation.

Sincerely,

*******************************
Business Response
Date: 11/17/2022
We are in receipt of the consumer rebuttal in BBB complaint case #********. *********************************** complaint concerns authorization holds on ********'s account.

As stated in our Terms of Service, "Upon addition of a new payment method or each ride request, Lyft may seek authorization of your selected payment method to verify the payment method, ensure the ride cost will be covered, and protect against unauthorized behavior. The authorization is not a charge, however, it may reduce your available credit by the authorization amount until your banks next processing cycle. Should the amount of our authorization exceed the total funds on deposit in your account, you may be subject to overdraft of NSF charges by the bank issuing your debit or check card. We cannot be held responsible for these charges and are unable to assist you in recovering them from your issuing bank. Check out our *********** to learn more about our use of pre-authorization holds."

As we have further clarified our policy regarding authorization holds, we consider this matter resolved.
Customer Answer
Date: 11/17/2022

Complaint: 18363578

I am rejecting this response because:
You guys aren't even reading what I'm saying. You're literally just picking an automated response. Last response you accused me of letting someone else use my account when it was clearly me and my debit card. Now you're saying NSF charges. My bank didn't get a NSF charge nor has it even gone negative. Clearly it states "***** October 17th $19.99" on my debit card transaction. You state it's a temporary charge that "falls off" after 5-7 business days but it did not. Therefore, your company, Lyft, charged me $19.99 + $12.74 for that one ride I took a October 17th. It's literally in black and white. Clear to see for anyone without vision impairments. If you don't want to answer for fraudulent charges that's fine. Next step is a lawsuit.
Sincerely,

*******************************
Initial Complaint
Date:11/05/2022
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 Applied for LYFTs community pass, this pass offers discounted scooter rides in *************. for residents that qualify. After applying I received an email from ********************* a representative from Lyft. In this message ***** informed me that I was approved for the community pass program, and that a code has been placed on to my LYFT account that will cover the cost of scooter rides. I followed the instructions ***** left in the email, but noticed that my account was being charged every time I attempt to ride. I called customer service over **************************************** resolving the issue and get an understanding of how the system works. I stated that I called more than 20 times, this is due to to the incredibly bad customer service that I experienced while dealing with Lyfts customer service.. I was hung up on several times when the representative could not explain what was going on with the account, other times I was lied to and told that the account was not in membership mode. The rep then told me to pay an extra $3 dollars to become a member to fix the issue. I did pay the extra $3 , then attempted to use the scooter service again. I was again charged full price. I have sent several emails to the rep that offered the services originally but my messages have gone unanswered, and every other hour LYFT is attempting to take money from my account.. I have removed all money from this account until the issue is resolved .
Business Response
Date: 11/09/2022
We are in receipt of BBB complaint case #********. ************************* complaint concerns an experience on the Lyft Platform.

Support was in communication with ****** on 11/04/22 to address ******** concerns.

As stated by our Terms of Service, You may use the Rideable on a pay per use basis or otherwise in accordance with the pricing described in the Lyft Platform. In each case, fees and other charges may be subject to applicable taxes and other local government charges, which may be charged and collected by Lyft. All per minute ride prices are rounded up to the nearest minute. Lyft will charge your credit, debit card or other agreed payment methods the amount of the fees as described in this Addendum or otherwise in accordance with the pricing described in the Lyft Platform."

As we have addressed ******** concerns and clarified our Terms of Service, we consider this matter resolved.
Customer Answer
Date: 11/10/2022

Complaint: 18363431

I am rejecting this response because:
I have again attached the email that I received from Lyft Representative Mr *********************. I received this letter from Mr. ***** a day or two before this experience with the Lyft company. I have again attached this letter in hopes that it will be read and acknowledged by all parties interested. Lyfts response to my complaint does not acknowledge this letter at all! The details of the letter will clearly outline the issues with Lyfts response and approach to this problem. I only attempted to use the Lyft app after reading and trusting in the guarantee presented by Mr. ***** in the email in question. In this email Mr. ***** welcomed me to the Lyfts Community Pass, the community pass was explained as a code that was already applied to my Lyft account. This code was to provide a certain number of free rides per month for people who qualify in certain areas,(refer to attached email to see details about the offer). This offer can be seen clearly worded in the email attached. Trusting in the offer is the only reason I used the service at all. Even after receiving the guarantee from Mr. ****** the Lyft company did in fact charge me full price for rides along with other charges when I attempted to use the service. While this letter is being written the Lyft company continues attempts to draw charges against my account.
I have made more than 20 calls to Lyfts customer service as well as send several emails to Mr ***** to take care if this issue. Customer service was extremely rude, misleading, and even dishonest at times. Mr. ***** did not respond to my messages at all. I consider Lyfts response letter to be dishonest and disrespectful. For the Lyft company to totally disregard the guarantees that they presented in the email attached is alarming and should be a red flag to any customers looking to do business with Lyft in the future. I should not have to offer such a long explanation.. Please read the attached email from Mr ***** the issue is in black and white.
Sincerely

*********************
Business Response
Date: 11/16/2022
We are in receipt of BBB complaint case #********. ************************* complaint concerns an experience on the Lyft Platform.

As stated by our Terms of Service, All Charges are non-refundable. This no-refund policy shall apply at all times regardless of your decision to terminate usage of the Lyft Platform, any disruption to the Lyft Platform or Services, or any other reason whatsoever.

As we have addressed ******** concerns and clarified our Terms of Service, we consider this matter resolved.
Customer Answer
Date: 11/19/2022

Complaint: 18363431

I am rejecting this response because:
At this point it is clear that even filing a complaint with the BBB against LYFT is a waste of time. Judging from the responses LYFT has given they do not respect their customers or the BBB process. Each time in response LYFT has neglected to even acknowledge the letter in question that was sent to me by their own representative. Their cold responses should serve as a warning to anyone who may be considering doing any type of business with Lyft in the future.. They used a program that was supposed to help the community to take money from their customers.. I will take this complaint to a different source, because it is clear that LYFT has no respect for the BBB process or for myself..
Sincerely,

*********************
Initial Complaint
Date:11/04/2022
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.
Since LYFT has NO WAY FOR CUSTOMERS TO CONTACT THEM ILL JUST COME HERE. I attempted to get a Lyft on 10/31. To which I got a message that there were no available drivers and to try again. So I didn't get a Lyft that day. I understand that Lyft does pending charges so I knew that the charge for the Lyft would fall. All the charges have fallen off EXCEPT FOR A CHARGE OF **** that has no business being there. I also think it's pathetically stupid that you don't have a customer service line, email, chat but you've no problem taking people's money. Y'all are in the wrong business especially the way y'all **** up prices because you're a bunch of greedy f***ing b***ards. Now correct the charge please. And don't tell me it'll fall off cause why didn't it fall off with authorization charge for the initial ride. Wasn't supposed to be on there in the first place. Lyft also sent 3 amounts I PAID to a collections agency even though I have physical proof that I paid for those rides.
Business Response
Date: 11/05/2022
We are in receipt of BBB complaint case ********. ***************************** complaint concerns authorization holds on *******'s account.

******* wrote in to Support on November 3, 2022. We were in correspondence with ******* that same day to inform ******* of the following:

Like other companies, Lyft uses temporary authorizations to confirm a users payment method. The authorization will never actually process but may show as "pending" on the users bank statement. The users card issuer will remove the hold typically within 3-5 business days, and the card won't actually be charged. Once the user has paid for the ride and the card is successfully charged, Lyft immediately releases the authorization. Users should contact their bank for more information about the particular banks authorization policies and timelines.

Lyfts temporary authorizations practice is disclosed and explained in Lyft's Terms of Service (https://www.lyft.com/terms).

As we have further clarified our policy regarding authorization holds, we consider this matter resolved.
Customer Answer
Date: 11/05/2022

Complaint: 18361845

I am rejecting this response because: You made not even the slightest attempt to read anything I said. I said you also sent amount to a collections agency for 3 rides I PAID FOR. ADDRESS IT.

Sincerely,

*************************
Business Response
Date: 11/11/2022
We are in receipt of the consumer rebuttal in BBB complaint case #********. *************************** complaint concerns with a temporary authorization.

As stated by our Terms of Service, "Lyft may seek authorization of your selected payment method to verify the payment method, ensure the ride cost will be covered, and protect against unauthorized behavior. The authorization is not a charge, however, it may reduce your available credit by the authorization amount until your banks next processing cycle. Should the amount of our authorization exceed the total funds on deposit in your account, you may be subject to overdraft of NSF charges by the bank issuing your debit or prepaid card. We cannot be held responsible for these charges and are unable to assist you in recovering them from your issuing bank."

As we have followed up with ******* and clarified our Terms of Service, we consider this matter resolved.
Customer Answer
Date: 11/16/2022

Complaint: 18361845

I am rejecting this response because:

They are still not addressing the issue. I understand how it works. The fact is these charges are from A YEAR AGO. Yet the collections agency contacted me THIS YEAR regarding charged that HAVE BEEN PAID FOR. If I still owed on those rides, I WOULDN'T BE ABLE TO ORDER ANY RIDES AFTERWARD regarding the functions of your very own app. So y'all need to notify that collections agency of this fact.

Sincerely,

*************************
Business Response
Date: 11/17/2022
We are in receipt of the consumer rebuttal in BBB complaint case ********. *******'s complaint concerns authorization holds on Yasmeen account.

As stated in our Terms of Service, "Upon addition of a new payment method or each ride request, Lyft may seek authorization of your selected payment method to verify the payment method, ensure the ride cost will be covered, and protect against unauthorized behavior. The authorization is not a charge, however, it may reduce your available credit by the authorization amount until your banks next processing cycle. Should the amount of our authorization exceed the total funds on deposit in your account, you may be subject to overdraft of NSF charges by the bank issuing your debit or check card. We cannot be held responsible for these charges and are unable to assist you in recovering them from your issuing bank. Check out our *********** to learn more about our use of pre-authorization holds."

As we have further clarified our policy regarding authorization holds, we consider this matter resolved.Tell us why here...
Initial Complaint
Date:11/04/2022
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.
I am in receipt of an erroneous transactions on my Granddaughters account for two unauthorized charges from a Lyft company, one for ******, and another charge for ***** totaling $207.60. I am writing to express my disappointment with Lyft, and the handling of my granddaughters account, and that they would correct these erroneous transactions, and charges, and return all funds, that was never authorized. My granddaughter and I have tried numerous times to correct these fraudulent activities on her account.Chronology of Incident On February 16,2022 my granddaughter checked her account at chase bank to verify her balance and noticed, that two unauthorized charges had been debited from her account, on February 15, 2022. She immediately reached out to a representative, at chase bank, to inquire about those bogus charges. Chase bank stated that the charges had come from a Lyft ride, and that there is nothing they can do. She explained to the representatives at chase bank, and Lyft, that, when she was on her way to work, she took ill in that Lyft car, and asked the driver to pull over, by the time he did pull over, it was too late, and she regurgitated in the car. The driver took her to the store, and had her purchase cleaning supplies with her money, and then had her cleaned his car. Afterwards, she requested that he take her home, because she was still feeling ill. Moreover, after she had cleaned his car, and before she exited his car, the driver stated, that she would only be charged for the ride. However, two-weeks later that Lyft driver or company took an additional ****** plus the $***** out of her account that she did not authorize and put her account in a negative status. In addition to a charge for $28.99 that no one knows when/where nor why this transaction took place from Lyft. The monies in My granddaughters account were stolen, because NOT ANY OF THOSE CHARGES WERE EVER AUTHORIZED, by her. Those charges are bogus and unauthorized.
Business Response
Date: 11/05/2022
We are in receipt of BBB complaint case ********. ******************************* complaint concerns a ride damage fee on **************** granddaughter's account.

Our agents have been in correspondence with ******* to inform ******* that we were unable to discuss the damage fee in question with ******* and would need **************** granddaughter to reach out to us directly to discuss the fee on **************** granddaughter's account.

Per Lyft's Privacy Policy, we cannot release any personal data or discuss any actions taken regarding other Users' Lyft accounts. You can find our Privacy Policy here: www.lyft.com/privacy.

As such, we consider this matter resolved.
Initial Complaint
Date:11/04/2022
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 continues to cause financial inconveniences and hardships on its riders and drivers. Specifically for me I cannot count how many times Ive been double charged or wrongly charged with Lyft holding funds for unnecessary extended periods before releasing funds, which is unfortunate when you don't have any form of transportation, public transit schedules are unreliable, and even Lyft drivers routes, according to the Lyft map, are so inefficient, with no ability to speak to ever speak to a live person, all to the point where I was pushed to attempt to just drive for the company, just to have a vehicle and make money. So with my most recent encounter, I passed all checks to be a driver, was setup to use the Express Drive for a rental, and when I was finally ready to move forward, I selected the only plan available, along with an available pickup time and location. When it was time to submit the $250 refundable deposit, I entered in my payment information, and within that timeframe, once I pressed submit for be payment, the system instantly charged my card, just to then produce another screen, stating that the rental was no longer available. The charge never fell off of my bank account, although I had no rental confirmed. I reached out to support several times with no resolve and misleading information, was told to wait 5-7 business days, which has already past and my funds have still not been returned, affecting the livelihood for not only me, but my son, and my ability to have more funds to support our home while simultaneously taking away potential income from our family. I understand business have hiccups, but Lyft refuses to provide live support versus or address their systems/platforms faults, letting their system withdraw funds while taking the longest time possible to return my funds, on top of double charges that have occurred repeatedly, and after so many incidents, I want immediate resolve from corporate; Id even come in to help as a consultant.
Business Response
Date: 11/09/2022
We are in receipt of BBB complaint case #********. ****** Land's complaint concerns a rental deposit refund.

We have been in correspondence with ****** and confirmed that the deposit in question was disputed with ******'s card provider. This deposit was automatically withdrawn from Lyft, meaning that we no longer have control of the funds.

As we have clarified that ******'s deposit has been released to Tiarra's card provider, we consider this matter resolved.
Customer Answer
Date: 11/09/2022

Complaint: 18360227

I am rejecting this response because:
I never made mention to Lyft of any type of dispute, I never spoke to anyone directly over the phone from Lyft, and during the last conversation I had with a chat agent, they never mention a dispute, and told me that my funds would be returned by now, in addition I was also told prior that I would be contacted by a supervisor via email, which also never occurred. Why is it that the charge never fell off initially to begin with, and its been well over 5 to 7 business days, and this is the first response or update that Ive received from Lyft since November 1st and my funds were never returned, the the charges should have never completed to begin with due to the faukts in their technology and payment processing system. And due to not only the inconvenience caused by Lyft, but also the lack of accountability taken, this matter is not closed until Lyft ensures that the funds have actually been returned to my account, instead of providing these corporate responses so that they're held liable, and in addition, no date was provided by Lyft to confirm when these funds were supposedly released to my bank, in order for me to do my due diligence.

Sincerely,

****** Land
Business Response
Date: 11/16/2022
We are in receipt of the rebuttal in BBB complaint case #********. *****************'s complaint concerns regarding their Express Drive rental deposit.

****** Land's wrote in to support on 10/27/2022 to report they had not received their deposit refund. Our agents have been in correspondence with ****** to inform ****** that we are unable to refund the deposit since it was already issued back by your bank. As stated by our help center, When you return your vehicle, youll receive a full refund of your deposit within 3 weeks as long as rental-related fees, damages, and tolls have been covered.

As we have followed up with ****** and clarified the deposit has been released to ******'a card provider, we consider this matter resolved.
Customer Answer
Date: 11/17/2022

Complaint: 18360227

I am rejecting this response because:of the way the facts are being manipulated. I never even had a rental confirmed, or received anything to drop off, so the pending charge should have never been accepted to begin with since there was no confirmed booking. No response has been received from Lyft by my institution to date, reason being why the entire claim regarding the transaction has not been closed or resolved, and Lyft needs to confirm communication with the bank, and in addition I have screen shots of the multiple representatives stating it would take less time than mentioned for my funds to be returned prior to any bank involvement, and until funds have been returned to my account I do not trust nor can I rely on any further information provided from Lyft due to the constant inconvenience and inconsistencies during this entire situation, not to mention the lack of accountability taken by all parties involved, with no accommodations made whatever due to a faulty payment processing system and a cash cow bias system.

Sincerely,

****** Land
Business Response
Date: 11/18/2022
We are in receipt of the rebuttal in BBB complaint case ********. *****************'s complaint concerns regarding their Express Drive rental deposit.

We have been in correspondence with ****** and confirmed that the deposit in question was disputed with ******'s card provider. This deposit was automatically withdrawn from Lyft, meaning that we no longer have control of the funds.

As we have clarified that ******'s deposit has been released to ******'s card provider, we consider this matter resolved.
Initial Complaint
Date:11/04/2022
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.
This is re: my Lyft ride on 11/2/2022 (9:10am pick and 9:58 drop off). The charge was for $30.50, upgrade to priority pick $9.42. Service Fee $4.15. Total of $44.07. I did a custom tip of $7. However, my receipt shows $19.02 (I was overcharged). I tried using the app which does not not give me the option for overcharged, wrong tip. The customer service number ************ does not provide live human service, only refers to the Lyft app and website (Help.Lyft.com). On the app, I went to "Issue with a charge", it does not provide option to dispute wrong tip. Where it show below "Did this solve your issue?" And I hit "No". Thank you for the feedback was the only message. When I went on the website, there was no option to email or reach customer service. ******************** inappropriately overcharge, improper recording of receipt and no form of recourse for customer (very limited app to address problem). Would appreciate your help.
Business Response
Date: 11/06/2022
We are in receipt of the BBB complaint case ********. *********************** complaint concerns an experience on the Lyft platform. The information provided in this complaint is insufficient for us to provide a substantive response to the complaint and no previous support interactions could be found regarding this complaint.

We have been in contact with ******* to request the additional information necessary to appropriately respond to this complaint.

As such, we consider this matter resolved.
Customer Answer
Date: 11/06/2022

Complaint: 18358956

I am rejecting this response because: The tip that was charged is half the cost of my ride. It does not reflect the accurate amount I charged.
The application inappropriately marked tip of false amount. I conveyed the message to the business today 11/6/22, Lyft sent me email as well.

Sincerely,

*******************
Business Response
Date: 11/10/2022
We are in receipt of the consumer rebuttal in BBB complaint case ********. *********************** complaint concerns a ride experience on *********************** 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."

Additionally, our agents have informed ******* that 100% of tips go to drivers, as well as unable to be refunded or adjusted.

As we have clarified our Terms of Service, we consider this matter resolved.
Initial Complaint
Date:11/04/2022
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 2022-11-04 at 1:46 AM, I received a ride request on the Lyft Driver app. I accepted the request and started driving to the pickup. I arrived at 2:00 AM, and clicked on the ARRIVED button in the app. A few moments later, the app said their computer system was having issues and to "Try again in 1 minute." For the next few minutes, I clicked on the ARRIVED button every time it became available again. Minutes later the ride went to cancelled. I did not receive the mandatory cancellation fee. The passenger saw my car on his Lyft app and thought I was there for him. He got into my car and I drove him to his home. Lyft still wouldn't pay me for the drive. Lyft Support refused to be of any help.
Business Response
Date: 11/04/2022
We are in receipt of BBB complaint case ********. ************************* complaint concerns ****'s driver earnings on a ride.

We have been in correspondence with **** to inform **** that since this ride was canceled, we no longer tracked time and distance data on this ride. Since this ride was given off our platform, we are unable to issue a bonus at this time.

As we have since been in correspondence with **** and clarified our policies, we consider this matter resolved.
Initial Complaint
Date:11/04/2022
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.
Advertised price and estimated time of pick up and drop off. No driver responded, despite the app saying the "shared ride booked".Classic bait and switch....ride wasn't really available, forcing passengers to rebook at higher rate.This seems like a lawsuit
Business Response
Date: 11/05/2022
We are in receipt of the BBB complaint case ********. Charlotte ***** 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.

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