Lyft, Inc.

We are in receipt of Revdex.com complaint case [redacted] complaint concerns his eligibility for a weekly guarantee promotion. [redacted] first wrote in concerning this promotion on August 15, 2016. Our agents were in correspondence with [redacted] on the same day and clarified that [redacted]...

had signed up under a different promotion when he started his application. Our agents further clarified that because [redacted] had signed up under a different promotion, he was not eligible for the weekly guarantee. Per our promotional terms, only one code can be applied upon applying to drive with Lyft. Referral bonus promotions cannot be combined with weekly guarantee promos or new driver sign-on promos. As our agents have followed up with [redacted] and we have clarified our promotional terms, we consider this matter resolved.

We are in receipt of the consumer rebuttal in Revdex.com complaint case [redacted]. **. [redacted]’s complaint concerns a new driver promotion.As stated on Lyft’s website ([redacted]), to be eligible for Lyft’s New Driver Promotion, prospective drivers must enter a valid new driver promotion code (in the Promo/Referral code field) when they start their driver application. 
Here, **. [redacted] created a driver application on July 10, 2017 using a promotion code for $200. He did not enter the new driver promotion code for $350. Under Lyft’s New Driver Promotion policy, this means that he is not eligible for a new driver promotion bonus for $350.As such, we consider this matter resolved.

We are in receipt of the consumer rebuttal in case [redacted]. Ms. [redacted]’ complaint concerns new user referral credits.Ms. [redacted]’ wrote into Support on April 22, 2017 regarding a new user referral credit. Our agents were in correspondence with Ms. [redacted] that same day and informed her that Lyft’s referral promotions can vary by region and change at any time. Section 8 of our Terms of Service states “From time to time, Lyft [redacted] offer you with incentives to refer new Users to the Lyft community (the “Referral Program”). These incentives [redacted] come in the form of Lyft Credits, and Lyft [redacted] set or change the incentive types, amounts, terms, restrictions, and qualification requirements for any incentives in its sole discretion."Additionally, Our agents applied a supplementary $10 credit to her account. As we have clarified our Terms of Service, and granted an additional credit, we consider this matter resolved.

We are in receipt of Revdex.com complaint case [redacted]. Mr. [redacted] complaint concerns a new driver promotion.As stated on Lyft’s website [redacted]), to be eligible for Lyft’s New Driver Promotion, prospective drivers must enter a valid new...

driver promotion code (in the Promo/Referral code field) when they start their driver application. Lyft’s website clearly states that if drivers don't enter a code when starting their application, they are not be eligible for this promotion. We are unable to retroactively apply promotions in situations where the promotion terms were not followed.Here, [redacted] created a driver application on August 10, 2017. At that time, he entered a new driver promotion code for $100. Our agents have informed [redacted] that he signed up with a $100 driver referral code, and have confirmed with [redacted] that he has been paid out accordingly.As such, we consider this matter resolved.

We are in receipt of [redacted] case [redacted] complaint concerns a ride she took on the Lyft platform and and charges she incurred for the ride. Our agents first reached out to [redacted] concerning this ride on June 14, 2016. [redacted] responded and our agents informed her on June 21 that...

we would be addressing her concerns accordingly and that steps had been taken to ensure that she would not be paired with this driver again. Our agents continued to follow up with [redacted] and refunded her ride on June 21st. As we have unpaired this driver and passenger, followed up with [redacted], refunded her ride and taken action with the driver involved, we consider this matter resolved.

We are in receipt of the consumer rebuttal in Revdex.com complaint case [redacted]. **. William's complaint concerns the status of her passenger account.On August 24, 2017, **. [redacted]  was informed by our agents that we had found her to be in violation of our Ter** of Service and had deactivated her passenger account. Per Lyft's Ter** of Service, "In addition, Lyft may terminate this Agreement or deactivate your User account immediately in the event: (1) you no longer qualify to provide Services or to operate the approved vehicle under applicable law, rule, permit, ordinance or regulation; (2) you fall below Lyft’s star rating or cancellation threshold; (3) Lyft has the good faith belief that such action is necessary to protect the safety of the Lyft community or third parties."As **. [redacted] has been informed that we are unable to reactivate her account, we consider this matter resolved.

We are in receipt of the consumer rebuttal in case [redacted]. Mr. [redacted] complaint concerns a new driver promotion.As stated on Lyft’s website [redacted]), to be eligible for Lyft’s New Driver Promotion, prospective drivers must enter a valid new driver promotion code (in the Promo/Referral code field) when they start their driver application. Lyft’s website clearly states that if drivers don't enter a code when starting their application, they are not be eligible for this promotion. We are unable to retroactively apply promotions in situations where the promotion terms were not followed.Our agents have informed [redacted] that he signed up with a $100 driver referral code, and have confirmed with [redacted] that he has been paid out accordingly. As we have clarifed our new Driver promtion requirements, we consider this matter resolved.

We are in receipt of Revdex.com complaint case [redacted]’s complaint concerns unauthorized charges.  [redacted] wrote into Support on April 26, 2017 to report unauthorized charges. Our agents were in correspondence with him the same day. Our agents informed...

[redacted] that we were able to find the account creating the charges and had placed a hold on it to prevent any further activity. Our agents also confirmed that all unauthorized charges have been refunded. As we have addressed the unauthorized charges with [redacted], placed a hold on the account creating the charges, and confirmed the charges have been refunded, we consider this matter resolved.

Initial Business Response /* (1000, 5, 2015/10/20) */
We are in receipt of Revdex.com complaint case #XXXXXXXX. Ms. [redacted] wrote in to support regarding a 50% off region-specific promotion on September 26, 2015. On the same day, our agents have explained to Ms. [redacted] that the promotion was only valid in the...

Los Angeles region. Ms. [redacted]'s ride originated from the Orange County region thus, not applying the promotion. We have explained to Ms. [redacted] of the differing regions and for the confusion, provided her with a ride credit. More information regarding the differing regions can be found here: https://www.lyft.com/cities/los-angeles and https://www.lyft.com/cities/orange-county

We are in receipt of Revdex.com customer rebuttal [redacted]. **. [redacted]'s complaint concerns the status of his driver application.**. [redacted] received an email stating that his background check did not meet our requirements, which are outlined at [redacted]. We informed him of the process to challenge the accuracy or completeness of the report with our third-party background check provider.To view more about our safety requirements, please visit [redacted]As such, we consider this matter resolved.

We are in receipt of Revdex.com complaint case [redacted]. Mr. [redacted]’s complaint concerns a ride taken on the Lyft platform.Mr. [redacted] wrote into Support on March 31, 2017 regarding a ride fare charge. Our agents have since been in correspondence with Mr. [redacted] and informed him this ride was recalculated...

and refunded accordingly.As the appropriate refund has been issued, we consider this matter resolved.

We are in receipt of Revdex.com complaint case [redacted]. [redacted]’s complaint concerns unauthorized charges on her account.
 
[redacted] wrote into Support on August 15, 2017 to report unauthorized charges on her account. Our agents were in correspondence with [redacted] the same day to inform her...

that we were able to find the account creating the charges and had placed a hold on it to prevent any further activity.
 
Our agents also confirmed that all unauthorized charges have been refunded.
 
As we have addressed the unauthorized charges with [redacted], placed a hold on the account creating the charges, and confirmed the charges have been refunded, we consider this matter resolved.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

We are in receipt of Revdex.com complaint case [redacted]. Mr. [redacted] complaint concerns a ride cancellation fee. Mr. [redacted] did not reach out to support. However, our agents were in correspondence with Mr. [redacted] on March 10, 2018 and informed him that we had refunded the $10 cancellation fee in...

question. As we have refunded the cancellation fee in question, we consider this matter resolved.

Initial Business Response /* (1000, 15, 2016/01/11) */
We are in receipt of Revdex.com complaint case XXXXXXXX. Mr. [redacted]'s complaint concerns fraudulent charges he incurred on his PayPal account. Mr. [redacted] wrote to Support on November 22, 2015. On December 10th, Support was in correspondence with Mr....

[redacted] and informed him that we had located the account making the charges and had placed a hold on it. The account in question belonged to an acquaintance of Mr. [redacted]. As Mr. [redacted] had disputed the charges with PayPal, Support informed him that we would be unable to issue refunds on those charges. As we have addressed the charges with Mr. [redacted] and have disabled the account associated with the charges, we consider this matter resolved.
Initial Consumer Rebuttal /* (3000, 17, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand that Lyft is saying that the account under my name has been making the charges. I personally haven't taken a Lyft since August or July. It doesn't raise a red flag that multiple charges from Lyft were on my PayPal in the same day within hours from each other? Over 200$ in charges was taken from my PayPal account. It is quite odd that I had a profile picture on my Lyft account and a driver couldn't tell it wasn't me. Can the drivers not see my profile before picking up a customer and tell that it wasn't me taking the Lyfts? Is there not a way to track a payment to a driver to verify this? I would at least like a $100 refund and just resolve this. This is wearing me out for the past 3 months. Thank you.

We are in receipt of Revdex.com complaint case [redacted]'s complaint concerns an accident with a vehicle on the Lyft platform.[redacted] wrote into Support on May 17, 2017, stating that he 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 Terms of Service.As we have provided [redacted] with all the information he needs and followed up with all parties, we consider this matter resolved.

We are in receipt of Revdex.com complaint case [redacted]. Mr. [redacted] complaint concerns an accident with a vehicle on the Lyft platform.Mr. [redacted] wrote into Support on June 19, 2017, stating that he 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 Terms of Service. We have also provided Mr. [redacted] the necessary information for him to complete his insurance claim. All follow-up questions should be directed to the insurance adjuster handling the case.As we have provided Mr. [redacted] with the information he/she needs to complete his claim, we consider this matter resolved.

Complaint: [redacted]I am rejecting this response because:
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I am in good standing.  I do not owe Lyft anything, although I have proof that according to Lyft's "policy" or "terms and conditions", I am "owed" money.  But that's not what I seek here.  What I seek is personal privacy, not company privacy.Deactivation and deletion are two different things.  I requested deletion because deactivation keeps sensitive information at risk despite the "Privacy Policy".  I have several emails on record of Lyft representatives going back and forth on deletion (not deactivation).  The fact that the communication within the Lyft company has been so inconsistent and the privacy policy is so vague, it simply cannot hold grounds in court.  Please be explicit (break it down into the simplest terms) when defending why my personal information-- such as my bank account # is so important to Lyft when I have opted out of this business.My question to the company is, "Why is it so important for you to retain sensitive information on those who are no longer users of the service?" 
In what scenario is having this information in a format where it can be intercepted, beneficial to the company?  This is where you provide a real-world example.
Also did you forget these events: "Hackers breach [redacted] credit card system" - [redacted]
Lyft isn't even trying to hide personal info in the dashboard and the company still tries to defend a "Privacy Policy" that doesn't mean a thing.  
I'm just going to leave this here.
[redacted] tried it with me last year, I showed receipts, proved that this breech of privacy on former users is illegal and they deleted the profile.  Never has a company been so stubborn about obtaining information about its users in such a vulnerable way and just refuse to restructure their platform to at least 'try' to defend their position. It's like telling me repeatedly that the sky is green as if I am Stevie Wonder.  I have two good eyeballs and not only can I see what Lyft's true colors are, but no amount of persistent repetition will change my position otherwise.   
*Please notice the dates on the attachments I have provided.  If you would, please answer this question.  What is the truth?Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:The refund I received was earlier the same day because I had given a bad review to a driver they never responded nor assisted me with the driver I've made this Revdex.com complaint about! I have received no refund apology or even a response from customer regarding the driver who came to get me and then when he saw a single rider fare come in after he accidentally canceled my ride share he told me to get out and find another lyft. I was charged for not showing up when I was sitting in the guys car when he did this all and I have a picture of his vehicle however he had no plates on it yet which also seems suspicious. Sincerely,[redacted]

We are in receipt of Revdex.com complaint case [redacted]. [redacted] complaint concerns her experience while taking a ride on the Lyft Platform. [redacted] wrote into Support on May 14, 2017 about the incident. Our agents filed an incident report that day. Lyft takes complaints concerning...

Service Animals very seriously as it is important for Lyft that all riders have equal access to our ridesharing community.  Therefore, anytime we receive a complaint from a rider asserting that their Service Animal was denied entry into a Lyft ride, we immediately deactivate the driver and conduct an investigation into the situation. Lyft's policy concerning the transportation of Service Animals can be found here: [redacted]Our agents have since followed up with all parties and taken actions in line with our Terms of Service. Our agents also granted [redacted] with a $5 Lyft credit. Per Lyft's 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 followed up with all parties, taken action in line with our Terms of Service with the Driver and granted a credit, we consider this matter resolved.