We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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.

    Customer Complaints Summary

    • 3,970 total complaints in the last 3 years.
    • 1,010 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:06/16/2025

      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.
      6/14/2025 at approximately 1550 hours, Lyft driver **** dropped me off at ****************************. As I exited the vehicle, I realized after he drove off that I had left my cell phone in the back passenger seat. ***, the associate at Lyft, provided me with ****** cell phone so I could arrange to have the cell phone returned to me. I have contacted Lyft over 10 times, and ****, I left an extensive message concerning the urgency of needing my phone to contact family members. He has not responded despite my giving the phone number of the **************************************************** where I am staying and offering an additional reward for the prompt return of my telephone. It is an older version of the iPhone 12 mini. There is no monetary value in it. I cannot suspend service because I cannot call anyone without my phone. It's atrocious that an employee of Lyft has not returned my phone. I am disappointed that the driver seems to have no integrity regarding his personal reputation for his job or customers.

    • Initial Complaint

      Date:06/15/2025

      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.
      Unfair Treatment During My Lyft Ride I recently had a very upsetting experience while using Lyft that I feel needs to be addressed. I was getting picked up from the gym when my driver, *****, arrived. Everything started off normally, but not long into the ride, I accidentally spilled a bit of my soda in the back seat. I immediately apologized and offered to help clean it up. I genuinely didnt mean for it to happen.However, Kevins reaction was completely over the top. He began yelling at me aggressively and claimed he was going to have my Lyft account permanently banned. He demanded that I pay him a $35 cleaning fee in cash, which I know is against Lyfts policy, since all fees are supposed to be handled through the app. He also refused to refund me for the ride despite the situation being minor and clearly not malicious.I felt intimidated and uncomfortable for the rest of the ride. I use Lyft regularly and have never had a problem like this before. I understand that drivers need to protect their vehicles, but there is a professional and respectful way to handle these kinds of accidents. Kevins behavior was uncalled for, and his threats and demand for cash payment made the situation even ******** requesting that Lyft review this incident, refund the cost of my ride, and ensure no false cleaning fee is charged to my account. I also hope this kind of behavior is not tolerated moving forward, as no rider should be treated this way over a small, honest mistake.Sincerely,[****

    • Initial Complaint

      Date:06/14/2025

      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 Friday June 13th, I ordered a Lyft ride. The driver canceled the ride on the app but still picked me up. Once I was in the car, the driver told me he had been kicked off the Lyft platform and demanded I pay him outside of the app, claiming the app wouldnt charge me. I felt very uncomfortable and unsafe but complied out of fear. I ended up paying him $20, which was more than the original quoted price.I reported the incident to Lyft. They confirmed the driver violated their policies and stated that they would take action against him however, they refused to refund me the money I was pressured into paying.This is both a safety and customer protection issue. I followed ********************* process, but their resolution has been dismissive. I am seeking a refund of the $20 I was forced to pay under duress and assurance that appropriate action is being ******** filing this complaint because I feel Lyft is failing to take responsibility for a situation where I was put at risk and overcharged due to a drivers misuse of the platform.

    • Initial Complaint

      Date:06/13/2025

      Type:Customer Service 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 June 13th 2025 around 6 pm I ordered a Lyft for $14.50 I believe at *************************, **. I was assigned a red car with white blonde woman. After waiting for 8 minutes she cancelled on me but she said that the App cancelled. Then I saw her picking up another person just next to me. Thats not right I waited about too long. **** broke down and prices went up. She was assigned a higher price customer while the driver that picked me up got a reduce price. This is not right. I am customer and I was treated unfairly.

    • Initial Complaint

      Date:06/13/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 booked a ride on June 12, 2025 from **** ********** ******* to Boca Raton, Lyft said I extrnded the ride to Lake Worth, FL. I did not extend the ride and was dropped off at my original destination. I spent over an hour last night and another hour today trying to resolve this, only to be told the charges are correct. The charges are fraudulent, its only about $20

      Customer Answer

      Date: 06/16/2025

      I was able to resolve my complaint with Lyft


    • Initial Complaint

      Date:06/13/2025

      Type:Order 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 has added an automatic 25% tip which has never been authorized. I just noticed it. $75 on a $57 trip quotesd. Not sure how many times this has occurred.

    • Initial Complaint

      Date:06/13/2025

      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 paid for a ride from Lyft on June 10, 2025. I accidentally left my phone in the car. They returned it to my doctor's office but I did not see or talk to anyone from Lyft when it was brought in. Then I noticed they charged my credit card for $20 for returning my phone. The ride was less than $5, so it cost me four times the amount of the ride itself. I was not notified of the charge and certainly did not agree to it, and it seems to not be legal for them to charge my card without my permission. There seems to be NO WAY TO CONTACT LYFT except to get a ride from their app. I didn't know about the charge until it showed up on my credit card statement. I have no way to contact them!

    • Initial Complaint

      Date:06/13/2025

      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 June 1, 2025, I purchased a full-price Lyft Bike membership, unaware that I was eligible for Lyfts Bike Share for All program, which offers reduced-cost memberships for ********** individuals, including Medi-*** recipients like ********* someone currently on Medi-*** and unemployment, I discovered this program shortly after purchase and reached out to request either:(1) a prorated refund for the difference, or (2) to be moved into the reduced fare plan without financial penalty.I was denied multiple times by an ***** named ******, who gave generic, policy-based replies and ignored repeated requests to escalate my case to a supervisor. When I followed up through Lyfts Help Chat with a respectful and detailed request, a second ***** (*****) also refused to escalate or acknowledge my eligibility.This response violates the stated purpose of the program: to provide equitable transportation access to those in financial hardship. Lyft has refused to fairly review or escalate my case and has instead given copy/paste denials, ignoring my actual situation.I am not asking to start over or apply again I am simply asking for a fair resolution based on my eligibility, and for Lyft to honor the values they promote.

    • Initial Complaint

      Date:06/11/2025

      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 5/27/25 I scheduled a Lyft ride for 5/28/25 at 1:20pm. The funds for the ride were taken from my account but no one ever showed up for the ride and there was nothing scheduled on my Lyft calendar for that day despite me having a receipt. I reached out to Lyft via chat (no customer service number) and was told I would receive a refund. On 6/2/2025 I reached out via Lyft Help and again explained what happened and asked when I would receive my refund. I received a response via email on 6/3/2025 telling me a refund would be issued once I updated my payment information on my account. The information was updated to the same payment information I still had on the account. I responded back that same day (6/3/2025) letting them know that my payment information has been updated but I never received any kind of confirmation nor have I received my money back for a service that was never provided in the first place.

    • Initial Complaint

      Date:06/11/2025

      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 was hired to take me and my child with a disability to ******* ******** For a flight to Cincinnati where my child had medical appointments and surgery scheduled. The driver dropped us off 9 minutes away on a dead end street. Claiming it was our destination. She refused to take us any further. She removed our luggage and placed it on the side of the road. A ****** ****** ********* ****** came and took us the rest of the way. The driver didn't speak english. Well she claimed she didn't.

    Lyft, Inc. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.