Lyft, Inc.

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.

We are in receipt of Revdex.com complaint case [redacted]’s complaint concerns a lost phone and her passenger account status.[redacted] wrote into Support on April 7, 2017. Our agents were in correspondence with [redacted] the same day. Our agents informed [redacted] that we found her account to be...

violating our Terms of Service and [redacted] would no longer be able to use the Lyft platform. We also informed [redacted] that we cannot release any of our internal processes.Additionally, [redacted] informed us that she was in contact with the driver regarding her lost phone. Per Lyft's Terms of Service Section 12 “Disclaimers” - “We do not procure insurance for, nor are we responsible for, personal belongings left in the car by Driver(s) or Rider(s)." 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 the status of her passenger account.On August 23, 2016, **. [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.Lyft's Ter** of Service state: "Lyft may terminate this Agreement or deactivate your User account immediately in the event... Lyft has the good faith belief that such action is necessary to protect the safety of the Lyft community..."As **. [redacted] has been informed that we are unable to reactivate her account, we consider this matter resolved.

Initial Business Response /* (1000, 5, 2015/08/13) */
We are in receipt of Revdex.com complaint case #XXXXXXXX. Ms. [redacted] wrote into support with a complaint about a no-show fee and refund on August 9, 2015 at 6:48am. In reply to her correspondence on August 10th at 2:00pm, we informed Ms. [redacted] that we...

issued a refund. As we have refunded the ride, we consider this matter resolved.

Complaint: [redacted]I am rejecting this response because:
I agree with their policy that they should get full payment for service but don't agree to allow them to charge any credit card on file.  I don't agree to their policy that will allow them to charge any credit card on file and not allow a credit if THEY made an incorrect  unauthorized charge.  As they stated in their prior email, they WERE allowed to charge the proper card for services but choose not to charge the full amount.  They took it upon themselves to charge an incorrect credit card and that is why I still don't agree with their response. 
Sincerely,[redacted]

We are in receipt of Revdex.com complaint case [redacted] complaint concerns Lyft gift card credits that he purchased. [redacted] wrote into Support on May 23, 2017. Our agents were in correspondence with him the same day and have provided [redacted] with the appropriate gift card...

credits.As such, we consider this matter resolved.

We are in receipt of Revdex.com complaint 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.The code Ms. [redacted]’ specified is a passenger referral code worth up to $2 off each ride for up to 5 rides. Section 8 of the Lyft Terms of Service, “Promotions and Referral Programs” 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.As we have clarified the new user referral program, we consider this matter resolved.

We are in receipt of Revdex.com complaint case [redacted]’s complaint concerns charges related to her Express Drive rental. [redacted] called our Critical Response Line on May 26, 2017 to report an incident that occurred while she was driving on the Lyft platform. Our agents filed an incident report that day.  Our Trust & Safety team has since been in correspondence with [redacted] to inform her of the steps to return her rental vehicle for repair. Per the Rental Agreement, drivers are expected to return the vehicle when requested after an incident has occurred. As [redacted] failed to return the vehicle to the rental location, her account went into default for failed payments on the rental vehicle. As we have addressed [redacted]'s concerns regarding the accident and the rental vehicle has been returned to our facility, we consider this matter resolved.

We are in receipt of Revdex.com complaint case [redacted]. [redacted] complaint concerns a new driver incentive.[redacted] wrote into Support on June 27, 2017. Our agents have since been in correspondence with [redacted] extending his deadline in order to complete the requirements to earn his new driver...

incentive.As such, we consider this matter resolved.

We are in receipt of Revdex.com complaint case [redacted]’s complaint concerns the cost of a ride she/he took on the Lyft platform. [redacted] wrote into Support on June 9, 2017. We were in correspondence with [redacted] the same day. Our agents informed her that the ride in...

question had 300 percent Prime Time applied.  On June 9th, our agents also informed [redacted] 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, or is visible in the ride estimate for Up Front pricing when a destination address has been entered. [redacted] was able to see this amount reflected in the Up Front Pricing information and consented to Prime Time for the ride in question. Nevertheless, as a one time exception, our agents refunded the Prime Time component of the fee in full. As such, we consider this matter resolved.

We are in receipt of Revdex.com complaint case [redacted] complaint concerns authorization holds on his account. [redacted] wrote into Support on July 31, 2017. We were in correspondence with [redacted] that same day to inform him of the following:Like other companies, Lyft uses temporary...

authorizations to confirm a user’s payment method. The authorization will never actually process but may show as ""pending"" on the user’s bank statement. The user’s card issuer will remove the hold typically within 3-5 business days, and the card won't actually be charged. Once the user has paid for the ride and the card is successfully charged, Lyft immediately releases the authorization. Users should contact their bank for more information about the particular bank’s authorization policies and timelines.Lyft’s temporary authorizations practice is disclosed and explained in Lyft's Terms of Service [redacted]).As we have further clarified our policy regarding authorization holds, we consider this matter resolved.

Initial Business Response /* (1000, 14, 2015/12/09) */
Revdex.com Complaint: #[redacted]
Consumer: [redacted]
Complaint Date: 10/23/2015
Closed Date: 11/23/2015
We are in receipt of Revdex.com complaint case # [redacted]. On October 22, 2015 Ms. [redacted] wrote
into us reporting a lost phone. On October...

22nd, our agents contacted the driver and asked him to
look for the phone in their car. On October 24, Ms. [redacted] confirmed that her phone had been
returned and as such, we consider this matter resolved

Initial Business Response /* (1000, 7, 2015/12/28) */
We are in receipt of Revdex.com Case # XXXXXXXX. Ms. [redacted]'s complaint concerns a ride she requested on November 1st, 2015, where the first two drivers she was paired with cancelled. Ms. [redacted] was paired with a third driver successfully. On...

November 2nd, Ms. [redacted] wrote to Support. On November 4th, we were in correspondence with Ms. [redacted] and provided her with ride credit. We have since been in contact with Ms. [redacted] and have refunded her ride fare. We consider this matter resolved.
Initial Consumer Rebuttal /* (3000, 9, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They refunded me $5. They said that there would credit back the $34 ride but they did NOT!
Final Business Response /* (4000, 11, 2016/01/09) */
We are in receipt of the January 4, 2015 consumer rebuttal in Revdex.com case number XXXXXXXX. Ms. [redacted]'s complaint states that she was charged $34 for the ride that she took on November 1st and that she has not been refunded. Ms. [redacted]'s ride fare was initially a total of $21.83. Ms. [redacted]'s ride fare was charged as $1.83 to her card on her account and the remainder was paid using a $20 ride credit. On December 11th, we were in correspondence with Ms. [redacted] and refunded the $1.83 to her card and reapplied the $20 ride credit to her account. As such, we consider this matter resolved.

We are in receipt of Revdex.com complaint case #[redacted]. **. [redacted]’s complaint concerns charges she incurred on her Lyft account. The information provided in the complaint is insufficient for us to locate this case in our records. Therefore, we are unable to provide a substantive response to the...

complaint. If **. [redacted] has further concerns regarding a cancellation fee, she may review our Cancellation Policy for Passengers listed on our Help Center here: [redacted] or she mayan reach out to our Support team. She can find the Contact Us option at the bottom of our Help Center here: [redacted]Addionally, Per our Ter** of Service, "The Lyft Platform may only be used by individuals who can form legally binding contracts under applicable law. The Lyft Platform is not available to children (persons under the age of 18)"As such, we consider this matter resolved.

Initial Business Response /* (1000, 6, 2015/08/08) */
We are in receipt of Revdex.com complaint case #XXXXXXXX. Mr. [redacted] has complained about a promotional code that he attempted to use that didn't work. On July 30th, Mr. [redacted] wrote into our support team at 8:09am and asked for a refund for the ride. In...

reply to his correspondence at 9:00am, we informed Mr. [redacted] that we had issued his refund for the ride. As we have refunded the ride to his account, we consider this matter resolved.

We are in receipt of the consumer rebuttal in Revdex.com complaint case [redacted]. Ms. [redacted] complaint concerns ride earnings she received on the Lyft platform July 23, 2016. We can find no record of Ms. [redacted] writing into support about her ride earnings. Ms. [redacted] did give two rides and her gross ride earnings were $19.42 for the rides in question. These earnings are subject to Lyft's 25% commission for rides given on the Lyft platform. After the Lyft commission Ms. [redacted] earned $14.56.If you'd like to read more about Lyft's commission structure, please visit: [redacted]. If Ms. [redacted] has other questions about her earnings or the Lyft commission, we advise her to reach out directly to support. We will be happy to answer her questions there.As we have clarified that Ms. [redacted] earnings are subject to Lyft's commission and that she should reach directly to support for any questions regarding her earnings, we consider this matter resolved.

We are in receipt of Revdex.com complaint case [redacted]. Ms. [redacted] complaint concerns ride earnings for rides she gave on the Lyft platform. Ms. [redacted] first wrote in about these earnings on July 14, 2016. Our agents were in correspondence with her on the same day and clarified that our deposit attempts...

to her account were failing. Our agents advised Mr. [redacted] to reach out to her bank to verify her direct deposit information and update it in the driver dashboard. Our agents further clarified that the next weekly deposit would be initiated on Tuesday, July 19th. Ms. [redacted] updated her information and another deposit attempt was initiated on Tuesday, July 19th. Weekly transfers can take 2-5 business days to process, depending on the bank. If Ms. [redacted] is not seeing her transfer by the weekend we advise her to follow up directly with our support team so that we can look into this further. As Ms. [redacted]’s deposit was initiated and we have advised her to contact support with any other questions, we consider this matter resolved.

Complaint: [redacted]I am rejecting this response because:  Lyft was repeatedly contacted and advised that I had not received the new driver incentive.  They either responded that it was forthcoming, or they lied and claimed I had already received it.  On June 27th, I did in fact contact Lyft and Lyft advised that I was paid the bonus.  A screenshot was emailed to me supposedly indicating that I had been paid the bonus.  However, this is what I received from Lyft on on July 8, 11 days after they claim my bonus was paid:
 
Hey [redacted],
Thanks for your patience while we get back to you about this. I do apologize for the delay - there has been an engineering issue on our end that caused your bonus to not payout correctly.
Just to give you some insight on what happened here, everything on our end here in support showed that the bonus of $350 paid out correctly and on-time after the previous agent manually added it to your account. But, because of the engineering issue, the bonus never actually made it's way to your bank account. We never intend or expect situations like this to happen, but we definitely appreciate your patience while our team worked to get everything straightened out for you.
At this time, the $350 bonus should be added to your earnings if you check your Lyft app. You can either cash this out via [redacted] now, or wait until we send out direct deposits on Tuesday for this bonus to be transferred. I have also added an additional $.50 bonus to your account to cover the cost of the [redacted] fee if you do use [redacted].
If you do choose to [redacted] the bonus, please make sure that your card information is up-to-date in your Lyft app to prevent any delays.
Thanks again for your patience and understanding with this situation, [redacted]. If there is anything else that I can help you out with, please do not hesitate to reach out.
All the best,
[redacted]
 
While I did finally receive the bonus on July 8, I am hardly satisfied.  Lyft's customer support was awful and inconsistent in the information that was provided.  I am also concerned there are a number of other drivers out there that were denied a bonus that was promised.  I think the Revdex.com should investigate this matter further. I also think this complaint should be visible to anyone considering doing business with Lyft - as a driver or otherwise.    
Sincerely,[redacted]

We are in receipt of Revdex.com complaint case [redacted]. [redacted]'s complaint concerns the status of her passenger account.[redacted] wrote into Support on April 10, 2017. Our agents were in correspondence with [redacted] that same day to inform her that we had found her to be in violation of...

our Terms of Service and had deactivated her passenger account.Our agents have since been in correspondence with [redacted] to inform her that we were able to reactivate her passenger account.As such, we consider this matter resolved.

Complaint: [redacted]I am rejecting this response because:
I have screenshots of my friend trying to use code and saying it won't take it.  Meaning they tried entering the code I specifically made just for them because I referred them. I was asked to habe my friends  entail with their problem they did.  They told my friend because she looked into lyft in may,  she didn't qualify.  they have run circles around the whole situation they know for a fact because of me and my friend telling them that I did refer them I am an ambassador on their website I made a coat specifically for my friend because she loves skunk can drive the [redacted] which is the [redacted] that she's using to drive for lift and I deserve the referral bonus is I told these two not to drive for uber and only to drive for lift it I made the code I have a screenshot I have proof of when I made the code I have proof of my friend telling me that she couldn't even enter the code is left wouldn't take it because they had a glitch in their system does not mean that I do not get my bonus. I am not trying to get something I don't deserve I referred these two people and they are driving for this company because I told them this was a good company now I'm regretting ever referring them to this companySincerely,[redacted]