Lyft, Inc.

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]'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.

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.

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.

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]

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]

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]

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, 2015/05/24) */
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.

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.

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 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.

We are in receipt of the consumer rebuttal in Revdex.com Complaint Case [redacted]. [redacted]'s complaint addresses multiple concerns regarding the Lyft platform.We have been in regular correspondence with [redacted] and have verified that each concern has been appropriately addressed at the time that the concern is raised. Additionally, we have clarified our Terms of Service for [redacted] in regards to the concerns raised in her complaint.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 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.

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.

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]

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.

Initial Business Response /* (1001, 16, 2016/01/05) */
.
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.