Lyft, Inc.

Initial Business Response /* (1000, 5, 2015/05/24) */
We are in receipt of Revdex.com complaint case #XXXXXXXX. Ms. [redacted] has complained about a recent Lyft ride where her driver went to the wrong address. We are always more than happy to look into rides and the cost of them if a passenger [redacted] they were...

overcharged. Ms. [redacted] requested a ride review for her ride after it was completed as she feels she was overcharged based on the driver's mistake. Our system successfully completed the ride review automatically as it lowered he cost of her ride from $36.95 to $32.83. We have done a ride estimate based on the starting and ending locations and have found the ride cost of $32.83 to be correct. As we automatically adjusted the amount of the cost of the ride and never charged Ms. [redacted] the original amount, there is no refund to issue.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The driver took the streets instead of taking the freeway home which took longer of course to his benefit he acted like he didn't know where he was going. Uber would've charged me $20 for this ride. This is unfair.
Final Business Response /* (4000, 9, 2015/06/17) */
We are in receipt of Ms. [redacted]'s rebuttal to Revdex.com complaint case # XXXXXXXX. Ms. [redacted] believes that the ride she took should only cost $20. On our cities page in our Help Center we have our pricing model listed for her city at: https://www.lyft.com/cities/los-angeles. Doing a ride estimate for the cost of the ride, given her starting and ending location, our estimator comes back with a cost of $27 as the amount for the ride. As there was Prime Time pricing of 25% in effect for the ride she requested, there is an additional amount added onto the cost of the ride. This additional 25% would actually make the cost of her ride $33.25 which is higher than what she paid. Ms. [redacted] in effect received a cheaper ride than what our ride estimator on our web site would tell her the ride would cost. As Ms. [redacted] agreed to the Prime Time pricing when she ordered the ride, we consider the pricing fair and accurate, with no refund owed.
Final Consumer Response /* (4200, 11, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Never doing business with your company again.

Complaint: [redacted]I am rejecting this response because: the company falsely charged my card. There was no ride taken because the charged closed the bank charged me an overdraft fee. The refund of this false charge did not make the original charge drop off therefore the bank charged me an overdraft fee. My bank advised me it is the responsibility of the company that authorized the charge to refund me this fee. Lyft is refusing to after using my credut card info incorrectly.Sincerely,[redacted]

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]

Complaint: [redacted]I am rejecting this response [redacted]ause: Your lack of training led this Driver to believe he couldn't drive people to the airport. That caused me to waste 30 minutes with him, then needing to order and wait for another car. Which caused me serious money loss and your complete disregard for the customer is not acceptable. Sincerely,[redacted]

We are in receipt of Revdex.com complaint case [redacted]'s complaint concerns a Lyft Pass passenger promotion. [redacted] wrote into Support on August 9th, 2017 concerning his request to purchase Lyft Pass credits for his account. Our agents were in communication with [redacted] to...

inform him that the Lyft promotional credit in question was not available for his active account and that the email that [redacted] received referred to a promotion that was available exclusively for a duplicate account that [redacted] had created using the same email address as he used on his active account.  As stated by our Terms of Service, “All sales final, Pass is nonrefundable, has no cash value, is not redeemable for cash (except as required by law), and may not be transferred, exchanged or resold Limited quantities available...Pass offer valid only for users who received it directly from Lyft. Pass does not guarantee the availability of any trips.”As we have further clarified the 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 the status of her Passenger account.On December 01, 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 driver account. As **. [redacted] has been informed that we are unable to reactivate her account, we consider this matter resolved.

Initial Business Response /* (1000, 5, 2015/05/20) */
We are in receipt of the Revdex.com complaint case #XXXXXXXX. Ms [redacted] has written in about receiving follow up communication from us in regards to her driver application. As a result of her feedback from that call we have removed her from our call...

logs and will no longer be in contact with her about this. We hope that this resolves this issue for her.

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, 2015/09/10) */
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.

Initial Business Response /* (1000, 5, 2015/08/17) */
We are in receipt of the Revdex.com complaint case #XXXXXXXX. Mr. [redacted]' complaint is regarding the loss of a personal item that he left in a Lyft driver's vehicle. On August 2, Mr. [redacted] contacted Lyft support because he had left their sunglasses in a...

Lyft ride. Over the next few days, Lyft's support team investigated the situation extensively and is unable to locate the item.
Mr. [redacted] has agreed to our Terms of Service through the use of the Lyft platform. According to our Terms of Service, it states "We do not procure insurance for, nor are we responsible for, personal belongings left in the car by Drivers or Riders." Viewing Lyft's full Terms of Service can be found at lyft.com/terms
Initial Consumer Rebuttal /* (3000, 7, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Completely unacceptable response. Your website says the following about Lyft Line. "Say hello to Lyft Line, an affordable new way to ride. Share the ride with others going the same way, and pay up to 60% less. Lyft Line is the one line that goes everywhere, all for the cool price of your morning latte."
You say "with others going the same way." The cause of this incident is your driver going THE OPPOSITE WAY from where I needed to go, which caused me to get out of the car hastily and led to a lost item.
You need to acknowledge your responsibility for this situation and provide reimbursement.
Final Business Response /* (4000, 9, 2015/09/04) */
We are in receipt of Mr. [redacted]' rebuttal Revdex.com complaint case #XXXXXXXX. When requesting a Lyft Line ride, the passenger [redacted] be paired with one, two, or even three separate passengers [redacted] their route. The pickup and drop-off order can vary with every ride. The drop off order is all based on the most efficient route chosen by our system. More information can be found https://www.lyft.com/help/article/XXXXXXX
As our driver was not able to locate Mr. [redacted]' item, we therefore are not responsible for any items lost before, during or after a Lyft ride. Since Mr. [redacted] has agreed to our Terms of Service through the use of the Lyft platform we consider this matter resolved.

We are in receipt of Revdex.com customer rebuttal ***. *** *** complaint concerns damage to his vehicle incurred on the Lyft platform.Lyft's Terms of Service state: “Damage Fee: In 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 $250 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 damage. The Damage Charge shall be transferred to Driver. Lyft reserves the right (but is not obligated) to verify or otherwise require documentation of damages prior to processing the Damage Charge.”As we have further clarified our Damage Policy and have issued the appropriate damage charges, we consider this matter resolved.

Complaint: [redacted]I am rejecting this response because:
Lyft is completely ignoring their responsibility in this. They are just hoping the matter will go away because they say it's "resolved." Not gonna happen.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/07/29) */
We are in receipt of Revdex.com complaint case #XXXXXXXX. Ms. [redacted] has written in about a referral bonus she didn't receive. In our replies to her multiple correspondences, we have explained that when her referral applied to be a driver in Tucson, AZ...

there was no referral bonus at that time. Her friend applied to be a driver on Jul 17, 2014 at 4:17 pm. At the time there was a $0 bonus amount for referred Tucson drivers. We change our referral bonus amounts based on our supply and demand for drivers. We keep a display of what the current bonuses are for each area in our Help Center at https://www.lyft.com/drive/help/article/XXXXXXX. Since we have explained this issue to Ms. [redacted] multiple times we consider the issue resolved.

We are in receipt of Revdex.com complaint case [redacted]’s complaint concerns the status of his driver application. [redacted] wrote into Support on December 6, 2017. Our agents were in correspondence with him the same day and provided the next steps to complete his driver...

application. As we have provided [redacted] with the information needed to complete his application, we consider this matter resolved.

We are in receipt of the consumer rebuttal in [redacted] complaint case [redacted]. [redacted]'s complaint concerns communication from Lyft support about charges she incurred for a ride on the Lyft platform. Our agents first reached out to [redacted] concerning this ride on June 14, 2016. Our agents continued correspondence with [redacted], refunded the ride, ensured that this driver and passenger would not be paired in the future and took the appropriate action with the driver per our policy. As we have followed up with [redacted], refunded her ride and taken the appropriate action with the driver involved, we consider this matter resolved.

Initial Business Response /* (1001, 16, 2016/01/05) */
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Initial Consumer Rebuttal /* (3000, 18, 2016/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There's no response there. It's blank.
Final Business Response /* (4000, 21, 2016/01/08) */
We are...

in receipt of your November 24, 2015 correspondence regarding Revdex.com case number XXXXXXXX. Lyft's support team addressed Ms. [redacted]'s concerns on November 18th.
Our actions were to inform Ms. [redacted] 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 platform. We 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 Ms. [redacted]'s account was automatically removed by her bank shortly after she emailed us.
Additionally, Lyft Support provided Ms. [redacted] with a ride credit. As we have further explained the authorization hold process, we consider this matter resolved.
Final Consumer Response /* (4200, 23, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The problem is that you now charge me the $25 literally every single time I use the app. It's downright harassment at this point.

We are in receipt of Revdex.com complaint case [redacted] ’s complaint concerns a ride cancellation fee.[redacted] contacted Support on April 6, 2017. Our agents were in correspondence with [redacted] the same day and informed him that we had refunded the $5 cancellation fee in question. We also...

informed [redacted] that we had disabled any future ride pairings with this Driver.Additionally, Lyft does not compensate for losses incurred by a user outside of the Lyft platform.As we have refunded the cancellation fee in question, we consider this matter resolved.

We are in receipt of the consumer rebuttal in Revdex.com complaint case [redacted]. **. [redacted]'s complaint concerns his driver earnings.Our agents have informed **. [redacted] that we confirmed his bank accepted the deposits for the earnings in question through our third party payment processor. Our agents also informed **. [redacted]  that once his bank accepts a transfer, Lyft has no further visibility to see where the transfer may be. Our agents have advised **. [redacted] to reach out to his bank directly regarding the transfer status of the earnings in question.As such, we consider this matter resolved.

Complaint: [redacted]I am rejecting this response because: My referred driver did infact submit proper code linking our accounts when signing up (Its the only way she could show up as a referral on my app). When she changed email during application simultainleusly informed them of proper referring account to assign to. They got both, acted on one (finishing her application with new email assignment) and chose to ignore the other (clear demand to assign referral to my account).  Selective processing.  Seems like intent to defraud. Are we to understand their software is designed this way? (accept what is benefitial ignore what is not?)Sincerely,[redacted]

We are in receipt of Revdex.com complaint case [redacted]. **. [redacted]’ complaint concerns ride earnings for rides he gave on the Lyft platform. **. [redacted] wrote into Support on June 26, 2017. Our agents were in correspondence with him the same day to inform **. [redacted] that the deposits had been...

processed on our end. Our agents also advised **. [redacted] to allow 3-5 business days for the deposits to process to his bank account. As we have clarified that **. [redacted] deposit has been processed on our end, we consider this matter resolved.