Lyft, Inc.

We are in receipt of Revdex.com complaint case [redacted]. Mr. [redacted]’s complaint concerns the status of his driver application.Mr. [redacted] wrote into Support on July 24, 2017 after receiving an email stating that his DMV check did not meet our requirements, which are outlined at...

http://lft.to/driver_requirements. We were in correspondence with Mr. [redacted] on July 26th and informed him of the process to challenge the accuracy or completeness of the report with our third-party DMV check provider. To view more about our safety requirements, please visit lyft.com/safety.As such, we consider this matter resolved.

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.

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 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.

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.

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.

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 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.

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.

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 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.

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]

Complaint: [redacted]I am rejecting this response because: The driver has my personal information and my personal belongings such as a white home.  Therefore, without further ado, I hold Lyft responsible and accountable for the return and any damages that result out of this matter.
Sincerely,[redacted]

Initial Business Response /* (1000, 14, 2015/12/09) */
Revdex.com Complaint: #[redacted]
Consumer: [redacted]
Complaint Date: 10/22/2015
Closed Date: 11/23/2015
We are in receipt of Revdex.com complaint case #[redacted]. Mr. Rannow wrote into Support on October
11, 2015 in regards to a ride which Mr. Rannow...

was not picked up for and was charged $20.91
for. In response to Mr. [redacted] correspondence, we refunded the value of the ride credit ($20)
on November 2nd. As the refund has been issued, 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.

Initial Business Response /* (1000, 14, 2015/12/09) */
Revdex.com Complaint: #[redacted]
Consumer: [redacted]
Complaint Date: 10/14/2015
Closed Date: 11/16/2015
We are in receipt of Revdex.com complaint case #[redacted]. Ms. [redacted] complaint concerns an
increased ride fare due to Prime Time pricing and...

multiple cancellation fees. On October 12,
2015, we were in correspondence with Ms. [redacted] and informed her that the amounts she saw
on her bank statement were preauthorization
holds and not cancellation fees. We also informed
her that Prime Time pricing will never be charged to a passenger without first receiving the explicit
consent of the passenger. This comes in the form of an additional interstitial screen in which users
must confirm their consent before they can request a vehicle. As Ms. [redacted] disputed the charge,
we have been unable to successfully authorize the ride fare and have disabled her account. As
such, we consider this matter resolved.
Initial Consumer Rebuttal /* (3000, 16, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1. Lyft is incorrect is stating what Ms. [redacted] actual and factual complaint was to Revdex.com. Below is actual complaint by Ms. [redacted]:
Quote:
"Charged a 'Prime Time' rate of 150% and not advised by Lyft driver, nor their App of this before hand. No way to reach them ... no customer service."
End Quote
Note: The rest of complaint may be read on Revdex.com site complaint page I filed. In it there is no mention of pre-authorization cancellation fee at all, but does explain my experience in truth and fact and with a witness.
1.a. There was NO mention of preauthorization charges in original complaint.
But, since Lyft brought it up there is a thorn in my paw about the practice. I read the "Lyft Terms of Service" Agreement and am familiar with pre-authorization charges. These charges are for 'testing' my (and yours) credit card to see if it works and then the Company goes back and cancels the $1.00 pre- authorization fee, but not immediately, sometimes 5 - 10 days later. Interesting that this would take so long. Lyft holds those fees and well, that adds up to an awful lot of $1.00 cancellation fees being held by Lyft for that long. It's just a shoddy way to operate. I'm sure Lyft has an explanation for this too. They will say, it's 'your bank' or something similar to deflect their real activities. This was not the main complaint.
1.b. Lyft states they were in communication with me on Oct. 12. What? Yes, after NUMEROUS calls and emails with no response from Lyft. Lyft did not call me. Yes, there was finally a person who answered the telephone. What kind of [redacted] company has this terrible customer support? Companies like this don't last very long because of their inability to solve a problem like an adult and not a spoiled child. I'm not holding my breath this will happen with Lyft. I finally was able to reach a woman, someone who sounded like a very inexperienced person off the street, ...untrained and no clue ....to answer the phone and she was very very young and sounded very lah- -de-dah and ho-hum and had no real answers. She sounded a bit like one of those [redacted] who upon being asked a question gives a totally non sensical answer mixed with words put together that mean nothing. I asked to speak to her Supervisor and she said to hold on and then disconnected me. Now, that solves a lot of problems - just disconnect and she can't call back. This is Lyft's answer to solving problems. Disconnect them.
1.c. Main complaint:
"Charged a 'Prime Time' rate of 150% and not advised by Lyft driver, nor their App of this before hand. No way to reach them ... no customer service."
Lyft: "We also informed her that Prime Time pricing will never be charged to a passenger without first receiving the explicit consent of the passenger ..... "
I was never informed of Prime Time. Ever. Neither Lyft (the App), nor the DRIVER ever mention that it was 'Prime Time'.
According to Lyft's Terms of Service, Nov. 3, 2015, Section 3., paragraph 1, 'Ride Fees', Lyft states that 'ride fees may be quoted in advance. Ride Fees may be subject to a multiplier at times of high demand of the Services ("Prime Time") as determined by Lyft. We will use reasonable efforts to inform you of any Prime Time multipliers in effect at the time you request a ride."
Note that the language states: 'we will use "reasonable efforts".... What? Way to go Lyft. You can always say that you did inform when you don't inform. And those folks who don't check their charges won't be able to reach you about it and if they are not persistent due to a pathologically incompetent untrained staff, you are also held not responsible in your own opinion. In my opinion I think there should be an agreement right then and there IN WRITING that states that inform was made or was not made by the Company (Lyft) to the consumer (Ms. [redacted]).
In summation:
1, Lyft lied about the complaint. There was no complaint regarding pre authorization fees. I feel this was thrown in by Lyft to make me seem 'bothersome'.
2) Lyft did not inform me of 'Prime Time' as they stated in their reply to my complaint. I have a witness to this - the other passenger who was with me at the time.

3) Lyft did not contact me after numerous calls and emails. I finally contacted them.
4) Lyft did not take the time to 'solve' this problem as in their response but chose an unprofessional childish solution:
Lyft: "As Ms. [redacted] disputed the charge,
we have been unable to successfully authorize the ride fare and have disabled her account. As
such, we consider this matter resolved."
Left just pulls your plug. Lyft j has no customer support, trained staff, and their answer is to do the three D's:
Disconnect - When asked to speak to a Supervisor (if only there was one);
Dismiss - Blame the victim - not that I feel like one - but they did blame me;
Deceive - Bait and Switch - (not informing you when it is Prime Time) - which I find to be most egregious behavior for this fledgling company;
Discard - The final solution. They disabled Ms. [redacted] account. 'Oh, we can't solve the problem, so we're not letting you play with us any more on our field'. I assure Lyft that I would not have used their service ever again after this experience. But, really, is that how you were taught on your playground as a kid? Adults solve problems. Adults and successful winning companies have CUSTOMER SERVICE. Adults strive to work out an amenable solution. But, not Lyft, they DISCARD you.
Good riddance. I assure you I will be using normal, regular TAXI CAB DRIVERS from now on. They have insurance, they are more reliable, they at least have a meter I can watch to see my charges and not some sneaky back room shady business when I look at a bill.
San Francisco Taxi Cab Drivers - I am for YOU.

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.