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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

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.

    Please enter a valid location.

    • 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

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/08/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 lyft to ************* culture in *******, and I was dropped off at 7:01pm after 10 min ride. It was for my company party and I got 100 lyft credit that is only applicable when drop off and pick up location is within the coverage area. But it seems like the driver did not notify the app that he dropped me off at the museum of pop culture and drove another 15 min and told the app he ended the ride there. So the credit was not applied and it charged my credit card. I want it to be corrected. See the photos attached. You will see that the driver went back to the pick up location to end the ride. It is his fault and I want it to get resolved asap

    • Initial Complaint

      Date:12/08/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      December 7th 11pm Ride charged 6.56 to pick me up so i put in the request for pick up early at 10:58. Driver and lyft respond to request for pick up. Driver is on the way to me and suddenly stops vehicle 4 minutes away. I text the driver asking if hes on the way. No answer for *************************************************************************************************************************************************** cancel the ride and lyft doesnt respond via customer service. Its impossible to get ahold of them. They forced me to put a request for a more immediate ride charging me 10 dollars for the ride and i want the difference refunded to my account due to *********************** negligence and unwillingness to respond to poor conditions due to their employees. Actualky after looking they never refunded me for the previous ride and i want the entire amount refunded

    • Initial Complaint

      Date:12/07/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 connected me with a driver who fraudulently stated that he picked me up, then completed the ride one block later in order to get my fee. I complained to Lyft who said they found nothing wrong with the ride or the charge, despite the fraudulent actions. Lyft has given zero support or access to customer service, which is egregious considering they are exposing their clients to extortionist drivers. The map of the ride indicates that the ride ended far before the destination and, since drivers are the only ones confirming pick up and completion of rides, I have no way to indicate my experience in their technology. This system completely benefits the extortionist driver while leaving their costumer completely unprotected. When I reported to customer service they reported that they did not find evidence I wasnt picked up despite the statement of fact, when they offer no option for riders to confirm their pick up. This circle of being told your ride shows no issue when I continually report the discrepancy I am left helpless and powerless to driver extortion.

    • Initial Complaint

      Date:12/07/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had a very poor experience with **** when I was going to work. I told him to take a different route because of school bus that takes 10 minutes on the street he was going on. He proceeded to give me heck and say you need to put that instruction in app before I accept the ride he did follow my instruction but the whole time kept complaining and belittling me for telling him the alternative route. I did connect with Lyft customer support but I dont feel satisfied after speaking with them. This is a really poor experience and I am really disappointed with my Lyft experience so far. Looking forward to hearing from you soon.******

    • Initial Complaint

      Date:12/06/2024

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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 needed a ride to the airport and set up the account with ********************** appx 3 days prior to date needed. I had never used them before so I had to set up the account. After I scheduled the ride I found out I didn't need the ride 2 days prior to the date. I logged back into LYFT and every time I clicked on the "Cancel" appt button I rec'd a msg that the app had stopped running, I spent about an hour trying to get the ride cancelled to allow them to find another fare for the driver. It was weird that I could click on everything else, but the system would not allow me to "cancel" the ride even tho I was giving them 2 days notice. I looked for a phone number to get help. No Luck ! I googled how to cancel a ride and saw many people with the same issue. I finally stumbled onto a place to send a text to them. She basically was unhelpful and told me someone would email me... when ? who knows ? I was trying to get it cancelled to allow everyone to move on. I finally decided to delete my account, right ? Made sense to me. So I did. Someone finally emailed me the next day and I responded with the issue to them in the email. Now we're down to 1 day before. Never heard anything back. I told them I don't need the ride, so since I COULDN'T cancel it on their website, that I closed my account as I do not want to do business with a company that seems like a scam. Of course, it didn't get cancelled, so I just saw my cc was charged $17.78. Also, they never notified the driver so he showed up. What kind of a **** is this company ??

    • Initial Complaint

      Date:12/06/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      Monday 12/2/2024 I Paid for a ride but did not receive the ride. I was at Lens Crafter and I requested a ride. The rider never showed up but I was still charged $16.08 The complaint took in the dictation of BBB rep **** P

    • Initial Complaint

      Date:12/05/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 deactivated my account without providing a proper explanation, I have reached out to Lyft on multiple separate occasions and I did not receive a response. I would like Lyft to take a second look at my case.

    • Initial Complaint

      Date:12/05/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 deactivated my account without providing a proper explanation. I have reached out to Lyft on multiple separate occasions and I did not receive a response. I would like Lyft to take a second look at my case.

    • Initial Complaint

      Date:12/05/2024

      Type:Product Issues
      Status:
      Unanswered
      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 Tuesday, November 26, 2024, I booked a Lyft ride from ************** (*************************) to my residence in *********, ** (***********************), with an initial charge of $55. The ride began at 6:36 PM, and my husband and I arrived home at approximately 7:45 PM.However, when I reviewed the trip details later, I noticed the ride was recorded as continuing until 9:03 PM, with a suspicious and extended route ending at a different drop-off location that I did not travel to. As a result, I was charged $129.56an overcharge of $74.56.I have evidence supporting that the ride ended at 7:45 PM, including: 1. A timestamped Ubereats delivery confirming my arrival at home at that time. 2. The map in the Lyft app, which shows an unusual and inaccurate route, suggesting possible misconduct or a technical issue with the drivers tracking. I attempted to resolve this issue through the Lyft app, but the automated system stated that the charges were correct, leaving no opportunity for further dispute or resolution. Additionally, I explored other support channels but received no assistance. It is also frustrating that Lyft does not provide phone support for such issues, which leaves customers without an effective way to escalate concerns.I am seeking the following resolutions:1. A refund of $74.56 for the overcharge. 2. A review of the drivers conduct to prevent similar incidents from occurring in the future. 3. Improvements to Lyft's app to provide customers with a better process for disputing errors and overcharges. As a loyal customer, this experience has been disappointing and has shaken my trust in Lyfts services. I hope that Lyft will take prompt action to address this issue fairly and ensure that other customers do not encounter similar problems.

    • Initial Complaint

      Date:12/04/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I took a ride with Lyft on 12.3.24 around 10 am The driver who came for pickup did not match with the photo of driver showing in app. However the driver informed that she is the same person which made me suspicious. However I took the 10 minute ride with my baby as I had a doctor appointment. On dropoff the driver said thank you and left with the car. After 5 hours I receive an email from Lyft saying that my debit card has been debited for USD ***** against damage charges. I was shocked as I don't remember of causing any such damage neither the driver mentioned. When I spoke to the Lyft customer care for refund they denied any support. Lyft shared some photos on mail for damage of a door handle however the photos bear no time stamp which evidence any such to be done by me. Please help me to get this refund for no fault of mine.

    Lyft, Inc. is NOT a BBB Accredited Business.

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