Lyft, Inc.

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: The Company was not very nice about their "disabling" of the account, nor have they advised what they think that I did to violate their terms of service.   I want to know what it is that they think was done, even though they have since activated the account. I believe that since this inconvenienced me, made me have to call a taxi and pay a much higher rate for the rides that I have needed since trying to get the account activated while my car was in the shop, that they should do something for me other than just activate the account. Sincerely,[redacted]

We are in receipt of Revdex.com complaint case [redacted]. [redacted]-finley’s complaint concerns a ride taken on the Lyft Platform. We have since been in correspondence with [redacted]-finley and refunded the charges in question. We have verified that this refund was processed and have no control...

over when a bank permits access to those funds.As the appropriate refunds have been issued, we consider this matter resolved.

We are in receipt of Revdex.com complaint case [redacted]. [redacted] complaint concerns a new driver promotion.[redacted] created a driver application on February 27, 2017 and did not apply using a new driver promotional code, which means that he is not eligible for a new driver promotion bonus.[redacted]...

[redacted] wrote into Support on April 1, 2017 regarding a new driver promotion. Our agents were in correspondence with [redacted] that same day.Lyft's policy does not allow us to honor any new driver promotions coming in from email correspondence as our new driver promotion process is automated. It is imperative that all applicants have the promotional code entered correctly before the application is submitted for consideration.For more details on the driver referral process, please check out: [redacted]As we have clarified our new driver promotion policy for [redacted], we consider this matter resolved.

Complaint: [redacted]I am rejecting this response because:
Actually this simply is not true. ALL comments posted about any ride requester to include co-passengers are monitored by Lyft support 24/7. (proved by a certain ride that was rated a star and immediately I was contacted by lyft support regarding this ride)
This is defacto reporting, lyft was notified by your very own definition, lyft was notified immediately after the ride in question had ended. I request that you send the Revdex.com the comments I posted immediately after that particular ride ended. This will show that yes indeed I reported this incident to Lyft.
First you tried using flawed logic of it was a co-passenger and you rated them as a 3 and not a 4, so maybe you should put in a system of rating co-passengers. Again the words responsibility, culpability and accountability are different.
I had asked initially for the maximum of $500 but, in the spirit of equability I would be willing to accept a total compensation of $350, $250 of which has already been paid to me. 
 
Sidenote, is Lyft considering damages as taxable income.
Sincerely,[redacted]

We are in receipt of the consumer rebuttal in Revdex.com complaint case [redacted]. **. [redacted]'s complaint concerns a charge she incurred on her Lyft account.Before a user can access the Lyft platform, she must agree to Lyft's Ter** of Service. The Ter** of Service appear when the user first signs up with Lyft, and the new user must click that she "accepts" the ter** before she can continue to use the service. Lyft's Ter** of Service clearly state “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 further clarified our Ter** of Service, we consider this matter resolved.

We are in receipt of Revdex.com complaint case #[redacted]. Ms. [redacted]’s complaint concerns unauthorized charges on her account.Ms. [redacted] did not reach out to Support. Our agents were in correspondence with her on August 3, 2017 to gather information regarding the unauthorized charges.That same day,...

our agents informed Ms. [redacted] that since she disputed the charges with her bank, the charges were automatically withdrawn from Lyft, meaning that we no longer have control of the funds. Our agents also informed Ms. [redacted] that she would need to reach out directly to her bank in regards to the availability of the funds.As we have clarified that Ms. [redacted]’s charges have been released to her bank, we consider this matter resolved.

We are in receipt of the consumer rebuttal in Revdex.com complaint case [redacted]. [redacted]'s complaint concerns the status of his passenger account.Per our Terms of Service, "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..."Additionally, our agents were in correspondence with [redacted] to inform him that we were able to reactivate his passenger account.As we have clarified our terms of service and reactivated [redacted]'s passenger account, we consider this matter resolved.

Initial Business Response /* (1000, 5, 2015/10/05) */
We are in receipt of Revdex.com complaint case #XXXXXXXX. Ms. [redacted] has written to our support team regarding fraudulent charges made to her account. Ms. [redacted]'s eligible charges were located and refunded on September 30th. In accordance to our...

Terms, we are unable to disclose personal information of another user. Our Terms can be found here https://www.lyft.com/terms
As Ms. [redacted]'s charge was refunded, we consider this matter resolved.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am happy they refunded the fraudulent charge, although it took a few days to hear back from them - & then about an additional week until I was told they'd refund my account. However, when I asked for the name & details used to set up the fraudulent account with my card, I was told they couldn't provide that information. I'm not sure why - as my card is registered to my address, with my son's name, & if they were a reputable company, they would have checked to ensure one of us was setting up the account. I would like to file a police report on this situation & wonder how many other people have experienced the same situation with fraudulent accounts being set up. I have alerts on my card, so that if it is used, I will be sent a text - this never transpired when the Lyft account was set up, so I highly question how they check to ensure accounts are being set up by the actual card holders - or if they even care. I wasn't alerted until the first charge was placed. Within an hour, another charge was placed but I had already cancelled the card.
I'd put this behind me if they provide the details that were used to set up a Lyft account with my debit card - & my hope is that they'll put more security checks in place before charging cards.

We are in receipt of the consumer rebuttal in case [redacted] complaint concerns the status of his passenger account.[redacted] wrote into Support on May 14, 2017. Our agents have since been in correspondence with [redacted] to inform him that we were able to reactivate his passenger account.Per our Terms of Service, "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] passenger account has been reactivated, we consider this matter resolved.

ii provided my card info and I am NOT RESPONSIBLE FOR UNAUTHOROZED MADE BY LYFT WITHOUT MY SERVICES OR peenission I wwould like my money back and some one to call ane to confirm this emailand my money back on my cardComplaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/31) */
We are in receipt of Revdex.com complaint case #XXXXXXXX. Ms. [redacted] has written in to the Revdex.com about a no-show cancellation fee.
Ms. [redacted] hasn't made any attempt to get in touch with our Support team about this issue and has instead made this...

complaint. We consider this complaint to the Revdex.com to be unwarranted as she has made no attempt to contact us and work things out. In the future we more than welcome Ms. [redacted] to contact us so we can work any issues out with her directly.
Please refer to our Cancellation Policy here https://www.lyft.com/help/article/XXXXXXX

Complaint: [redacted]I am rejecting this response because:
 
This is the same form response that Lyft gave that again tells us nothing.  This is the same cut and paste response "Form Letter" given to me via email.  It's a none response to me and the Revdex.com.
 
This guy are scammers making victims of American across the USA.  The Revdex.com needs to rate this business a "F" and make the public aware of the national fraud.
 
Sincerely,[redacted]

We are in receipt of Revdex.com complaint case [redacted]. [redacted]’s complaint concerns charges he incurred on his Lyft account. [redacted] wrote into Support on June 25, 2017 to report these charges. Our agents were in correspondence with him the same day and informed him that the account making the...

charges is his acquaintance and that we have placed a hold placed a hold on this account to prevent any further activity.As we have addressed the unauthorized charges with [redacted] , placed a hold on the account creating the charges, we consider this matter resolved.

We are in receipt of the consumer rebuttal in Revdex.com complaint case [redacted]. **. [redacted]'s complaint concerns the status of her passenger account.Lyft's Ter** of Service state: "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..."Our agents have informed **. [redacted] that we had deactivated her passenger account as we found her to be in violation of our Ter** of Service, and that we are unable to reactivate her account.As such, we consider this matter resolved.

Complaint: [redacted]I am rejecting this response because:
I did not receive full payment for this fare! the $150 does not cover my time and expense of the trip.
Lyft is aiding fraudulent (Riders) users by having this hidden this max fare amount posted somewhere on a web site.
Nowhere on the Lyft Driver app is anything about a Max fare amount !!!!! Leaving a Driver clueless that they have such a ridiculous claus.
I cannot believe Lyft Inc would do such terrible justice to it's drivers.
They need to not allow the Lyft App to accept a ride or continue a ride beyond their Max Fare Amount in whichever area the ride is originated .
Lyft needs to pay amount Due of $372 once this is paid this complaint could be closed.
[redacted]
 
 
 
 
 
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/09/10) */
We are in receipt of Revdex.com complaint case #XXXXXXXX. Ms. [redacted] has written in to the Revdex.com regarding her negative experience with her driver which involved offensive language and a cancellation penalty fee. On August 22, 2015, Ms. [redacted] requested...

a ride and was cancelled due to a poor GPS location data. Ms. [redacted] received a $5 cancellation penalty and attempted to contact her driver. Offensive language was exchanged during their interaction and led to Ms. [redacted] to call into our Critical Response Line.
In Ms. [redacted]'s correspondence with our Critical Response Line, she voiced her concerns and demanded to penalize the driver. Our CRL agents immediately unpaired Ms. [redacted] and the driver so the two cannot be requested and matched in the future. Ms. [redacted] demanded further repercussions and the step-by-step process to penalize the driver. Our CRL agents stated that out of respect and per our policies, they are unable to share the actions taken towards the driver. Ms. [redacted] was directed to email support regarding her cancellation penalty fee. Ms. [redacted] was also given additional ride credit for her future usage.
At 10:58am, Ms. [redacted] wrote into Lyft support regarding her cancellation fee. At 4:28pm her cancellation penalty was reversed. On September 8th, our Trust and Safety team followed up with Ms. [redacted] regarding the driver's behavior. If Ms. [redacted] has any additional inquiries regarding the situation, please reach out to our Trust and Safety team directly.
The driver that Ms. [redacted] has chosen to name is not the driver and unrelated to this case, we consider this specific claim to be false.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree with their "Privacy Policy" given that it shield dangerous and/or offensive drivers. Given that Lyft has not shared any specifics, about the results of my complaint, I have no way of knowing whether or not the driver has actually been penalized for his atrocious conduct.
As for the name of the driver, I obtained this information from Lyft correspondence.
I appreciate the follow-up correspondence from Lyft wherein they offered me a ride credit. Unfortunately, this was only offered after the Revdex.com complaint was submitted. Prior to my Revdex.com complaint, Lyft had not provided me with anything in exchange for the offenses of their driver. I would have given them more credit had they gratuitously offered me a credit apology prior to being involved with the Revdex.com.
Final Business Response /* (4000, 9, 2015/10/01) */
We are in receipt of Ms. [redacted]'s rebuttal Revdex.com complaint case #XXXXXXXX. We have sent correspondence to Ms. [redacted] as of September 8, 2015 that includes the opportunity to speak with our Trust and Safety team directly regarding her complaint. As we have reopened our internal case regarding this, we consider the Revdex.com case closed until ours is resolved.
Final Consumer Response /* (3000, 12, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received any followup contact from Lyft's Trust and Safety Team. I have not received any correspondence of any kind.

We are in receipt of the consumer rebuttal in Revdex.com complaint case [redacted]. Ms. [redacted]'s complaint concerns the status of her passenger account.Per our Terms of Service, "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..."Additionally, our agents were in correspondence with Ms. [redacted] to inform her that we were unable to reactivate her passenger account.As we have clarified our terms of service, we consider this matter resolved.

We are in receipt of Revdex.com complaint case [redacted]. [redacted]'s complaint concerns damages to his vehicle.[redacted] called Lyft's Critical Response Line on June 29, 2017. Our Support team contacted [redacted] the same day. Our agents continued to correspond with [redacted] to request additional...

information to properly assess the damage claim before charging a passenger.Our agents have since been in contact with [redacted] to inform him that we were able to grant reimbursement for the damage in question. As such, we consider this matter resolved.

Initial Business Response /* (1000, 5, 2015/09/17) */
We are in receipt of Revdex.com complaint case #XXXXXXXX. Mr. [redacted] has filed a Revdex.com complaint in regards to a Lyft-Jacking. On September 13th, Mr. [redacted] emailed our support team and explained the situation. In response to Mr. [redacted]'s correspondence...

we refunded the entirety of the ride and provided additional ride credits on September 14th. As Mr. [redacted]'s Lyft-Jacked ride was refunded, we consider this matter resolved.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They got back to me quickly and acknowledged their fault.