Lyft, Inc.

We are in receipt of Revdex.com complaint case ***'s complaint concerns his driver earnings.On September 3, our Support agents were in correspondence with *** to inform him that we had found him to be in violation of our Terms of Service and would not honor earnings for
the ride in question.As stated by our Terms of Service, "Lyft reserves the right to withhold all or a portion of Ride Fees if we believe you have attempted to defraud or abuse Lyft or Lyft’s payment systems."As we have clarified our Terms of Service, we consider this matter resolved

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is resolved.Sincerely, *** ***

We are in receipt of the consumer rebuttal in *** complaint case ***Ms*** complaint concerns coupons that she received on the Lyft platform and a *** reward promotionMs*** ride credits were already applied to her account and applied to of her rides on the Lyft platform between September 23, and September 25, To view where these credits were applied to the cost of her rides, we encourage Ms*** to view the ride receipt she received after each of these rides or to look in the ride history section of the appIf Ms*** is having any issues with her *** rewards account, we recommend she reach out directly to our support team so that they may continue to assist her thereAs such we consider this matter resolved

Complaint: ***I am rejecting this response because: Lyft contacted me August 14, and said that I was innocent of these chargesAnd I find it very unfair and misleading that they are still accusing me of actions that I didn't doI feel that they have been lying to me and leading me onAnd there costumer service feed back is HORRIBLE. Sincerely,*** ***

We are in receipt of Revdex.com customer rebuttal ***’s complaint concerns an authorization hold on her Lyft account. Like many businesses, Lyft places authorization holds on credit cards to determine that the card is valid and the consumer has the ability to pay for anticipated charges on the Lyft platform. This practice is disclosed and explained in Lyft's FAQ pages (lyft.com/ccauth), the URL of which appears in the line-item description for the hold.The hold on ***’s account was less than her overall ride face cost and was used towards payment of her rides. As we have further clarified the authorization hold process, we consider this matter resolved

Complaint: ***I am rejecting this response because:this is not okay, you guys closed my accountSincerely,*** ***

We are in receipt of the consumer rebuttal in Revdex.com complaint case ***Mr***’s complaint concerns an incident on the Lyft platform.Mr*** called our Critical Response Line on June 19, to report an incident that occurred with a lyft driverOur agents filed an incident report that day. Our Trust & Safety team has since been in correspondence with Mr*** and our agents provided direct contact information for the insurance adjuster assigned to Mr***'s case to proceed with a claim. As we have addressed Mr***’s concerns and provided him/her with the contact information for the insurance adjuster assigned to Mr***’s claim, we consider this matter resolved

Initial Business Response /* (1000, 15, 2016/01/19) */ We are in receipt of the November 19, correspondence regarding Revdex.com case number XXXXXXXXMr***'s complaint concerns a new driver referral bonus that he was not eligible forOn November 3rd, Mr*** wrote to SupportSupport
clarified that Mr*** did not apply using a referral code (or used it incorrectly), which means that he is not eligible for a referral bonusAdditionally, Mr*** did not fulfill the number of rides required to qualify for the referral bonusAt this time, our policy does not allow us to honor any retroactive referrals coming in from email correspondence as our referral process is automatedIt is imperative that all driver referrals have the referral code entered correctly before the application is submitted for considerationAs we have informed Mr*** that he is not eligible for any referral bonus, we consider this matter resolvedInitial Consumer Rebuttal /* (3000, 17, 2016/01/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response is another attempt from the company to not pay the advertised bonus for new drivers the response states that I did not use the refferal code or was incorect.FALSIn order to apply as a new driver you use a link provided by lyft which already containts the refferal code and cannot be incorrect since it's provided by lyftThe company says I didn't complet required number of rides.FALSI completed rides in the first days and I have statements from lyft that confirm thatThank you for not giving up

Initial Business Response /* (1000, 5, 2015/08/17) */
We are in receipt of Revdex.com complaint case #XXXXXXXXMs*** has written into support about cancellation penalties incurred and asked for a total refund on July 31, On August 4th, we informed Ms*** that her charges were refunded and
provided additional ride credit for future useAs we have refunded the charges incurred on Ms***'s account, we consider this matter resolved

We are in receipt of the consumer rebuttal in case *** ***'s complaint concerns his driver earnings for a ride he gave on the Lyft platform.Before a user can access the Lyft platform, they must agree to Lyft's Terms of ServiceThe Terms of Service appear within the Lyft mobile application, and the new user must click that they "accept" the terms before they can continue. Lyft's Terms of Service state: "Lyft reserves the right to adjust or withhold all or a portion of Fares if it believes that you have attempted to defraud or abuse Lyft or Lyft’s payment systems."As we have clarified our policy, and *** *** has been paid out his earnings accordingly, we consider this matter resolved

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

We are in receipt of the consumer rebuttal in case *** *** complaint concerns a damage dispute. Lyft's terms of service state: Damage FeeIn the event that a Driver reports to Lyft that a Rider has in any manner materially damaged the Driver's vehicle, Rider agrees to pay a "Damage Charge" of up to $depending on the extent of the damage (as determined by Lyft in its sole discretion), which shall constitute full payment for Driver's cost of repairing or cleaning the vehicle, or otherwise remediating the damageThe Damage Charge shall be transferred to DriverLyft reserves the right (but is not obligated) to verify or otherwise require documentation of damages prior to processing the Damage Charge.*** *** complaint has been further reviewed and no adjustments will be made to the damage cost he incurred. As *** *** acknowledged that Lyft may charge his credit card for damage caused by his use of the Lyft platform when he accepted Lyft's terms of service, we consider this matter resolved

We are in receipt of Revdex.com complaint case ***'s complaint concerns his driver earnings.*** wrote into Support on June 27, regarding the earnings in questionOur agents were in correspondence with *** the same day to confirm that his earnings were
processing. Our agents have since followed up with *** to inform him that the earnings in question had been accepted by his bank in two deposit amounts on June 22nd and June 24thOur agents also informed *** that once his bank accepts a transfer, Lyft has no further visibility to see where the transfer may beOur agents advised *** to reach out to his bank regarding the transfer status of the earnings in question.As we have confirmed that ***'s bank has accepted the earnings in question, and as we have advised that *** contact his bank regarding its transfer status, we consider this matter resolved

Complaint: ***I am rejecting this response because: if I activate a new account this same issue (unaware of what how someone's credit card information appeared on my account as well as someone being able to request lyft under my name and number after lyft proactively deactivated my account) could actually occur again. Sincerely,*** ***

Complaint: ***I am rejecting this response because:Unfortunately Lyft did not show the evidence fro refundingI could not confirm my cheking accountI attached paypal account withdraw by LyftWhen Lyft refundedIt can easy to say they did, but I could not confirm they said true or not. Sincerely,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Thank you for reaching out. At this time I have reinspected Mr*** account and the charge in question and can verify that a refund has been processed on our endAdditionally, we reached out to Mr*** to inform him of such but have not heard backAt this time, I have reached out a second time to Mr*** to inform him to reach out to his bank directly should he still have trouble accessing these funds.Best,
***
Lyft Support Specialist

Initial Business Response /* (1000, 5, 2015/10/20) */
We are in receipt of Revdex.com complaint case #XXXXXXXX
Before a user can access the Lyft platform, they must agree to Lyft's terms of serviceThe terms of service appear within the Lyft mobile application, and the new user must click that they
"accept" the terms before they can continueLyft's terms of service state:
Damage FeeIn the event that a Driver reports to Lyft that a Rider has in any manner materially damaged the Driver's vehicle, Rider agrees to pay a "Damage Charge" of up to $depending on the extent of the damage (as determined by Lyft in its sole discretion), which shall constitute full payment for Driver's cost of repairing or cleaning the vehicle, or otherwise remediating the damageThe Damage Charge shall be transferred to DriverLyft reserves the right (but is not obligated) to verify or otherwise require documentation of damages prior to processing the Damage Charge
Mr*** acknowledged that Lyft may charge his credit card for damage caused by his use of the Lyft platform when he accepted Lyft's terms of serviceFurther reference may be found here https://www.lyft.com/terms
Initial Consumer Rebuttal /* (3000, 7, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
And again - as I have stated countless times and offered evidence of, no damage was doneI am not the type of person that would destroy somebody else's property and not pay for itFor lyft to say that I would do such a thing is an insult and there complete unwillingness to investigate further and look at the timestamp of the photos the driver uploaded and the time the ride ended proves thisAll lyft had to do was contact the driver to get more information from him and I am positive he would have told the truth that I cleaned everything and that he agreed no damage was done when pressedThis is a jokeI NEVER acknowledge such chargeThis is fraud - I explicitly stated on numerous occasions that I do not authorize such a chargeI question the validity of that clauseMy bank deemed the charge fraudulentRegardless, I understand why the clause is put into place, but my advice for lyft is this: Next time a passenger *** the damage fee, put forth more effort in investigating and don't always side with the driverIt's not like I was riding at 4am in the morning coming from a barI was going to work and lyfts driver was driving erratically and refused to pull over when asked repeatedlyThe proof is in the puddingAlso, if a customer explicitly states that they do not authorize a charge on their card, don't run itNo matter what clause you have in your "Terms of Service" its straight up fraudIf I told you that by replying to my complaint, lyft, inc agrees to and is obligated to pay the sum of one million USD, and if not gives me the right to turn it to collections, sue, or come to lyft's offices and auction off their furniture/equipment, does that make us binding or give me a right to do so? I don't think so - I would say that is fraud
I must demand that lyft deletes ALL information from my account off of their serversIf I do not get receipt of this I will open another complaint

Complaint: ***I am rejecting this response because: I have been in contact with my bank on a weekly basis asking them to check on the status of a LYFT refundEach and every time I get the same answer which is no and told I can keep checking back with them and also look at my transaction history from days agoI do that daily and I've not yet seen a refund from LYFT Sincerely,*** ***

We are in receipt of Revdex.com complaint case *** ***’s complaint concerns an authorization hold on his account. *** *** wrote into Support on May 6, We were in correspondence with *** *** that same day to inform him of the following:Like many businesses, Lyft places authorization
holds on credit cards to determine that the card is valid and the consumer has the ability to pay for anticipated charges on the Lyft platformWe release the hold on the funds immediately upon confirming availability and have no control over when a bank permits access to those fundsThis practice is disclosed and explained in Lyft's FAQ pages (***).As we have clarified our policy regarding authorization holds, we consider this matter resolved