Lyft, Inc.

Complaint: ***I am rejecting this response because:
Lyft's last response makes my case for meThey state "a referee must enter the promotional code OR the link the referrer provides when they first create an account or application"In all referrals that I am disputing my link WAS provided to the referee when they signed upIf Lyft's technology was unable to auto populate my code as stated by their customer service rep through email communications and when technology might fail, there must be an avenue available so that the response "At this time, our policy does not allow us to add a code to a new user account or application retroactively" can be manually overriddenIt's not like I'm asking for the moon just the $that I feel I rightfully earned.Sincerely,*** ***

We are in receipt of Revdex.com complaint case ***’s complaint concerns an authorization hold on her Lyft account.*** wrote into Support on May 8, Our agents were in correspondence with her the same day regarding the authorization hold on her Lyft accountOur
actions were to inform *** 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 funds.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 automatically removed by her bank shortly after she emailed us.As we have clarified the authorization hold process, we consider this matter resolved

We are in receipt of the Revdex.com complaint case *** ***' complaint concerns his Driver pay. *** *** wrote into Support on May 12, Our agents were in correspondence with *** *** the same dayOur agents informed *** *** that Lyft calculates rides based time,
distance, Prime Time (if applies) as long as the fare does not exceed the Maximum Fare and that he has been compensated for the maximum fare in his region.The Maximum Fare for *** ***’ region can be viewed on Lyft cities page here: ***As we have clarified our Maximum Fare policy, we consider this matter resolved

We are in receipt of the consumer rebuttal in case ***Ms***’ complaint concerns a ride credit.Our agents applied a supplementary $credit to Ms*** account on April 29, and specified that she could view the details and expiration date of this credit in the ""Promo's"" tab of her appMs*** did not redeem the credit in question prior to its expiration date of *** 14, 2017.As such, we consider this matter resolved

We are in receipt of Revdex.com complaint case ***’s complaint concerns the cost of a ride he took on the Lyft platform.*** wrote into Support on August 28th, We were in correspondence with *** the same dayOur agents informed him that the ride in question had
percent Prime Time.On August 28th, our agents also informed *** that Prime Time pricing will never be charged to a passenger without first receiving the explicit consent of the passengerThis comes in the form of an additional interstitial screen in which users must confirm their consent before they can request a vehicle*** was shown this screen and consented to Prime Time for the ride in questionNevertheless, as a one-time exception, our agents refunded the Prime Time component of the fee in full.As such, we consider this matter resolved

We are in receipt of Revdex.com customer rebuttal *** ***' complaint concerns his Driver pay. Lyft calculates rides based time, distance, Prime Time (if applies) as long as the fare does not exceed the Maximum Fare and that he has been compensated for the maximum fare in his regionThe Maximum Fare for *** ***’ region can be viewed on Lyft cities page here: ***As stated by our Terms of Service, Section 5, Pricing “You expressly authorize Lyft to set the prices on your behalf for all Charges that apply to the provision of ServicesLyft reserves the right to change the Fare schedule at any time in our discretion based upon local market factors, and we will provide you with notice in the event of changes to the base fare, per mile, and/or per minute amounts that would result in a change in the applicable FaresCharges may be subject to maximum limits as set forth in your market’s Lyft Cities page or the Lyft Help Center.”As we have further clarified our Maximum Fare policy, 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, *** ***

Initial Business Response /* (1000, 5, 2015/06/03) */
We are in receipt of the Revdex.com complaint case #XXXXXXXX. Ms. [redacted] has written in because she recently applied to be a driver and was denied due to her driving record. As we have very high safety standards for our drivers, Ms [redacted]'s three...

violations did not qualify for our requirements. Despite the fact that Ms. [redacted] was able to have one of her violations expunged from her record, she still did not meet our requirements for safety. As a result her application was denied. In order to look into Ms. [redacted]'s complaint about her referral code, we would need to know some identifiable information of the person who she referred or was referred by. In reply to her correspondence on May 28th, we explained what she would need to do in order to become eligible to drive. We sincerely wish Ms. [redacted] the best in her efforts.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I first signed up it was explained to me that you can only have 2 moving violations so now I'm being given false information yet again. It doesn't matter anymore because I'm driving for a company that is more honest and treats me like a person. It. Reds to be known that lyft gives false information and discriminates on the drivers they hire.I have the qualifications that was sent to me so to find another reason to deny me is a lie and frustrating. It wasn't explained to me why they couldn't hire me on the 28th they just said they aren't able to reopen my application and I have that correspondence as well so please stop lying to the Revdex.com and be a more upstanding company it took them 2 days to get back to me.
Final Business Response /* (4000, 9, 2015/06/25) */
We are in receipt of Ms. [redacted]'s rebuttal to Revdex.com complaint case #XXXXXXXX. We do in fact allow drivers with 2 or less minor driving offenses to become Lyft drivers. As Ms. [redacted]'s driving offenses are not considered minor by our policies, she is not eligible to drive for Lyft. As stated before, we have explained to Ms. [redacted] what she needs to do in order to become eligible to drive and we wish her the best of luck in becoming eligible.
Final Consumer Response /* (4200, 11, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company fails to look at the real issue they give poor customer service and false information. I don't want to drive for Lyft they need to treat people better and their system with getting back.to people is very slow. As I stated before I no longer wish to drive with lyft I'm already a driver elsewhere the way I was treated in the process of becoming a driver was very poor and the information that was given to me was incorrect.

Complaint: [redacted]I am rejecting this response because: I did check my ride history and see they have been updated with the $5 credits. Thank you. However, I still have not received the [redacted] credit. I have already tried a few times working with your customer service team to no avail. I'd appreciate it if you could just award me the stars. Thank you. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/07/14) */
We are in receipt of Revdex.com complaint case #XXXXXXXX. Ms. [redacted] has refuted a damage charge from a recent ride she took. The driver of that ride was able to produce photographic evidence of the damage and was able to clearly describe and identify...

her as the passenger [redacted] the damage originated from. The damage consisted of feces on the rear floor mat of the driver's vehicle. Damage of that type consisting of feces is normally eligible for a charge of up to $250 per the Terms of Service that Ms. [redacted] agreed to when she opted to use Lyft. The Terms of Service can be viewed in our Help Center at https://www.lyft.com/terms. As the mat was removable and easy to clean, we only charged Ms. [redacted] $50 instead of the larger charge.

We are in receipt of Revdex.com complaint case [redacted]. [redacted]'s complaint concerns keys that she left in a Lyft ride.[redacted] wrote into Support on August 20, 2017 to report lost keys that she left in a driver’s car during a ride taken on the Lyft platform. Our agents were in correspondence...

with [redacted] that same day and informed her that we had contacted the driver and asked him to look for the keys in his car. Our agents reached out to the driver multiple times to confirm the status of [redacted]’s lost keys.Per Lyft Terms of Service, “We do not procure insurance for, nor are we responsible for personal belongings left in the car by Driver(s) or Rider(s).”As we reached out to the driver regarding [redacted]’s keys and clarified Lyft’s Terms of Service, we consider this matter resolved.

We are in receipt of Revdex.com complaint case [redacted]'s complaint concerns rides taken on the Lyft platform.[redacted] wrote into Support on May 1, 2017 regarding a promotional offer from Lyft. Our agents were in correspondence with [redacted] and informed her that the promotion had been applied to...

her account on May 4, 2017 according to the terms and conditions of the promotion.As the promotion has been issued to the account, we consider this matter resolved.

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

We are in receipt of Revdex.com complaint case [redacted]. **. [redacted]'s complaint concerns a damage fee she incurred from a ride she took on the Lyft platform.Ms. [redacted] wrote into Support on August 17, 2017 regarding a damage fee. Our agents were in correspondence with **. [redacted] the following day and...

informed her that the damage fee had been refunded.As the appropriate refunds have been issued, we consider this matter resolved.

We are in receipt of the consumer rebuttal in Revdex.com complaint case [redacted]'s complaint concerns keys that she left in a Lyft ride.
 
[redacted] wrote into Support on August 20, 2017 to report lost keys that she left in a driver’s car during a ride taken on the Lyft platform. Our agents were in correspondence with [redacted] that same day and informed her that we had contacted the driver and asked him to look for the keys in his car. Our agents reached out to the driver multiple times to confirm the status of [redacted]’s lost keys.
 
Per Lyft Terms of Service, “We do not procure insurance for, nor are we responsible for personal belongings left in the car by Driver(s) or Rider(s).”
 
As such, we consider this matter resolved.

We are in receipt of Revdex.com complaint case [redacted]. **. [redacted]'s complaint concerns a new driver referral bonus.**. [redacted] wrote into Support on July 29th. Our agents were in correspondence with **. [redacted] on the same day and informed her that neither one of the friends she referred had entered her referral...

code when signing up for Lyft.As stated on Lyft’s website ([redacted]), in order for a driver to get credit for referring new drivers, a friend must apply using the driver’s code (and meet the ride requirements and other ter**). Lyft’s “[redacted]), further provide: “If a User does not enter your Lyft Code you will not receive attribution for the referral and they will not be considered your Referred Rider or Referred Driver.” We are unable to retroactively apply referral bonuses in situations where the referral program ter** were not followed.Here, **.[redacted]'s friends didn't apply using her referral code, which means that both of them are not eligible for a referral bonus. In the future, **. [redacted] should make sure to have any new friends use her driver referral code when first applying.As such, we consider this matter resolved.

We are in receipt of Revdex.com complaint case [redacted]. [redacted]'s complaint concerns a ride he took on the Lyft platform.[redacted] wrote into Support on May 13, 2017. Our agents were in correspondence with [redacted] the same day to inform him that we had issued a full refund of his ride charge...

for $34.92. Our agents also informed [redacted] that we had granted a credit for up to $5 off his next ride. Additionally, our agents informed [redacted] of the following:Lyft's terms of service state that "Lyft is not responsible for the conduct, whether online or offline, of any User of the Lyft Platform or Services. You are solely responsible for your interactions with other Users."As such, we consider this matter resolved.

We are in receipt of Revdex.com complaint case [redacted] complaint concerns a ride taken on the Lyft platform. [redacted] wrote into Support on April 7, 2017 requesting a refund for her ride. Our agents were in correspondence with her the same day and informed [redacted] that we would follow...

up with the driver regarding her feedback. We also informed [redacted] that the charge for her ride is not eligible for a refund as the ride was taken on her account.Section 4 of the Lyft Terms of Service, “Charges” states “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 the driver and clarified our Terms of Service, we consider this matter resolved.

We are in receipt of Revdex.com complaint case 1[redacted]. **. [redacted]’s complaint concerns an accident with a vehicle on the Lyft platform.
**. [redacted] wrote into Support on August 23, 2017 stating that she was involved in an accident with a driver on the Lyft platform. We have followed up with all parties...

and taken actions in line with our Ter** of Service. We have also provided **. [redacted] the necessary information for her to complete her insurance claim. All follow-up questions should be directed to the insurance adjuster handling the case.
As we have provided **. [redacted] with the information he/she needs to complete her claim, we consider this matter resolved.

Complaint: [redacted]I am rejecting this response because:
It is [redacted], they are a fraud and cannot get away with false advertising. If you check out yelp reviews you will see many other compliants about them fasley advertising for bonuses and not honoring them. They never provided me with a code and I was a new driver so I difinetely did not know any drivers that could have given me their code as a referral.
 
 
Sincerely,[redacted]