Lyft, Inc.

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.

We are in receipt of Revdex.com complaint case [redacted]. [redacted]'s complaint concerns 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.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]

We are in receipt of Revdex.com complaint case [redacted]. Mr. [redacted]'s complaint concerns obtaining a vehicle through the Express Drive program. Mr. [redacted] did not write into Support. Mr. [redacted] went to an [redacted] Express Drive Rental location on August 31, 2017 to pick up a...

rental vehicle for use on the Lyft platform, and was informed that no vehicles were currently available. As stated in our Help Center, "rental vehicles are available on a first-come, first-serve basis." You can find more information about our Express Drive program here: [redacted]As we have clarified the availability of Express Drive Rental vehicles, we consider this matter resolved.

Initial Business Response /* (1000, 7, 2016/01/10) */
We are in receipt of Revdex.com complaint case [redacted]. [redacted]' complaint concerns a new driver referral bonus she had not received. On November 9, 2015, [redacted] wrote to Support requesting an update on the status of her bonus. On December 5th,...

we were in correspondence with [redacted] and informed her she should see her bonus within 1-2 pay cycles. On December 7th, [redacted]' referral bonus was issued. As such, we consider this matter resolved.

Complaint: [redacted]I am rejecting this response because: I have been in contact with the company that verifies the background check and they have informed me that I was denied because of something that happened 17 years ago. I have been told  by several people on facebook for Lyft in private messages that they only check the past 7 years. I am contacting the attorney general if this situation can not be resolved and fixed. It is outrageous that someone would hold a misdemeanor charge against someone that happened 17 years ago especially when my record is 100% clean other than this one incident. I am 46 years old, I have worked for the same company making 70 grand a year but I can't drive as a Lyft driver on the side? It makes no sense. Sincerely,[redacted]

We are in receipt of Revdex.com complaint case [redacted]. **. [redacted]'s complaint concerns a new driver promotion.**. [redacted] created a driver application on June 21, 2017 and did not apply using a new driver promotional code (or used it incorrectly), which means that she is not eligible for a new driver...

promotion bonus.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]Our agents have since followed up with **. [redacted] and offered an alternative new driver incentive bonus.As such, we consider this matter resolved.

We are in receipt of consumer rebuttal in [redacted] complaint case #1710990. Ms. [redacted] complaint concerns duplicate charges on her credit card.We have confirmed with our payment processor that Ms. [redacted] was correctly charged for each ride requested and that she did not incur any duplicate charges.As we have addressed the charges on Ms. [redacted] credit card, we consider this matter resolved.

Initial Business Response /* (1000, 15, 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 Case #[redacted]. Ms. [redacted] complaint concerned free ride
credits that she was unable to use as they...

had expired and a ride that she had been overcharged
for. On October 2, 2015, Ms. [redacted] wrote to Support. On October 10th, we were in
correspondence with Ms. [redacted] and recalculated the ride fare, refunding Ms. [redacted]
$3.52. As such, we consider this matter resolved.
Revdex.com Complaint: #[redacted]
Consumer: [redacted]
Complaint Date: 11/2/2015
Closed Date: 12/1/2015
We are in receipt of Revdex.com complaint case #[redacted]. Ms.[redacted] complaint concerns ride
credits that had expired. On October 11, 2015, Ms. [redacted] wrote to Support. On October 17th,
we were in correspondence with Ms. [redacted] and requested additional information. On October
29th, Ms. [redacted] completed a [redacted] review. On November 3rd, we responded to Ms.
[redacted]'s [redacted] review and clarified that the promotional credit would not have applied to her
rides, as the promotion was valid on weekdays and her rides were taken on a weekend.
Additionally, we provided Ms. [redacted] with ride credits. We consider this matter resolved.

We are in receipt of Revdex.com complaint case [redacted]. Ms. [redacted]’s complaint concerns the cost of a ride she took on the Lyft platform.Ms. [redacted] did not reach out to Support. Our agents have since been in correspondence with Ms. [redacted] to inform her that we had refunded the ride in question and...

all future pairings with this Driver have been disabled.As we have refunded the ride in question, we consider this matter resolved.

We are in receipt of Revdex.com complaint case [redacted]. **. [redacted]’s complaint concerns an incident on the Lyft platform.**. [redacted] called our Critical Response Line on July 17, 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 was in correspondence with **. [redacted] to inform her that her driver status was temporarily deactivated due to the damages sustained to the vehicle, and that we would be able to reactivate her account once the necessary repairs had been made.**. [redacted] then wrote into Support to inform us that she had repaired the vehicle damage. Our agents followed up with **. [redacted] to inform her that we had reactivated her account.As such, we consider this matter resolved.

We are in receipt of Revdex.com complaint case [redacted]’s complaint concerns ride earnings for rides she gave on the Lyft platform. [redacted] wrote into Support on June 22, 2017. Our agents were in correspondence with her 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 her bank account. As we have clarified that [redacted]’s deposit has been processed on our end, we consider this matter resolved.

Complaint: [redacted]I am rejecting this response because: It doesn't take into consideration that no damage was done by myself or anyone on my account. I'm receiving recycled responses about how Lyft has the right to charge a damage fee. I clearly understand that. However,  it doesn't take into consideration that I was INCORRECTLY charged a damage fee. This is unethical customer service. 
Sincerely,[redacted]

We are in receipt of the consumer rebuttal in Revdex.com complaint case [redacted] complaint concerns the new driver promotional terms. The terms for various new driver promotions at Lyft are available here: [redacted]Per the terms of the promotion [redacted] signed up under, Referral bonus promotions cannot be combined with weekly guarantee promos or new driver sign-on promos. Because [redacted] signed up under a double sided referral bonus promotion, he is not eligible for the Weekly Guarantee Promotion.As we have clarified that [redacted] is not eligible for the Weekly Guarantee promotion, and we have clarified our terms of service, we consider this matter resolved.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. It took 53 days for Lyft to send a check... thanks to Revdex.com. Without Revdex.com's involvement who knows how long it would take to get that check.
Thank you Revdex.com,
[redacted]

We are in receipt of Revdex.com complaint case [redacted]. **. [redacted]'s complaint concerns his application deposit. **. [redacted] wrote into Support on September 5, 2017. Our agents were in correspondence with **. [redacted] the same day to inform him that his application fee had been refunded, and that it...

could take a few business days for a refund to be reflected in his account, depending on his bank. 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, 15, 2015/12/09) */
Revdex.com Complaint: #[redacted]
Consumer: [redacted]
Complaint Date: 10/8/2015
Closed Date: 11/6/2015
We are in receipt of Revdex.com complaint case # [redacted]. Ms. [redacted] complaint concerns a ride
fare she incurred when a driver failed to end...

her ride. On October 8, 2015, Ms. [redacted] wrote to
Support. On October 19th, we were in correspondence with Ms. [redacted] and recalculated her ride
fare, refunding Ms. [redacted] $149.36. We consider this matter resolved.
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. Rannow's 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:
 
 
[redacted].   They're incorrect about their "communication"  boilerplate responses that say the same thing or work only as continuation filler is not "communication.  
 
While I appreciate their payment for the work in question I still must regard their response as lacking full disclosure of the actual circumstances.   Prior to this I was told in email: As follows (screenshots can be provided if requested)Email 1: -----Date: May 13, 2017 04:44:59 amMileage: 126.88 milesTime: 113 minutes, 47 secondsAfter further review with our risk team, we will be unable to honor the payout for the flagged trip in question. In addition, we will be offsetting a total of $142.67 from future earnings for previously prearranged ride(s). Please note, under the Terms of Service, Lyft reserves the right to withhold all or a portion of Ride Fees if it believes that you have attempted to defraud or abuse Lyft or Lyft’s payment systems.Moving forward, it is important to never prearrange rides with passengers as any attempt to defraud Lyft or Riders on the Lyft Platform or in connection with your provision of Services could put your account at risk of deactivation.[redacted]-----
I responded explaining that they do need to pay me,  they need to explain further why they believe I've done something I had not (misuse the system).   I sent several responses more,  and after 3 days I receive another response. -----[redacted] (Lyft)May 16, 12:55 PM PDTHi [redacted],We regret to inform you that after additional consideration we are unable to honor the payout for the aforementioned flagged trips. To reiterate, Lyft reserves the right to withhold all or a portion of ride fees if it believes that you have attempted to defraud or abuse Lyft or Lyft’s payment systems.Moving forward, any attempt to defraud Lyft or Lyft riders, or in connection with your provision of services, could put your account at risk of deactivation.[redacted]Lyft Support Representative-----
 
I again asked for clarification and explained that they can't simply take my money or not pay me.   I messaged on twitter / facebook / and filed more support tickets.  On twitter I received this response:  
 
-----
 
[redacted] Follow MoreReplying to [redacted]Thank you for reaching out to us about this. This decision has been reviewed thoroughly by our Risk Team and will remain final.1:52 PM - 20 May 2017
 
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This suggests that the decision was made,  in finality, and they are not going to pay me.   So no further email communication until I file another support ticket.  I get someone named [redacted]:  
 
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[redacted] (Lyft)May 22, 5:51 PM PDTHi [redacted],Thanks for reaching out to us.I understand that you have pay concerns and I've reviewed your profile. I see that a team has been communicating with you. They'll get in touch with you for any updates or if they need more information.For the meantime, if you have any concerns about connectivity, please don't hesitate to tell me so that I can further assist you.Thank you for your time! Have a good one!Best,--[redacted]Lyft Support Representative[redacted]
 
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They claim they've been communicating with me,  but I believe they have an incorrect definition of communication.   Sending someone an email saying "we've determined we're not going to pay you,  because we're not paying you,  because we reserve the right based on arbitrary undefined terms, that is,  our beliefs"   is not communication.    
 
I receive no further email communication  until the 25th where in another final review (how many times can you make a final review anyhow?) 
 
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[redacted] (Lyft)May 25, 2:57 PM PDTHi [redacted],Thank you for your patience and follow up.After a final review with our risk team, we will honor the payout for the flagged trip in question. Please note: Lyft reserves the right to withhold all or a portion of ride fees if we believe you have attempted to defraud or abuse Lyft or Lyft’s payment systems.I went ahead and submitted a bonus to your account in the amount of $292.67, so you should be seeing this included in your earnings in your Lyft app within the next 2 to 3 days. If you don't see it by then, reply directly to this email thread and I can check on it for you.Moving forward, any attempt to defraud Lyft or Lyft riders, or in connection with your provision of services, could put your account at risk of deactivation.Regards,[redacted]Lyft Support Representative[redacted]
 
-----
 
 
Well I guess they decided to pay me.  I'm glad for this.  I can actually afford to pay my car payment on time now.   Good on you Lyft.  Except this isn't the crux of the problem.   Being paid is a big deal,  and the major part of my complaint,  but hardly the entirety.   Simply saying you reserve the right to NOT pay someone doesn't give you said right.   The refusal to communicate and then LIE about said communication is not acceptable to those who use Lyft either as riders or drivers.  To find this complaint resolved you need to ensure that future communication,  not just with me,  but with all riders and drivers,  ensuring that we,  as drivers or riders,  have the expectation met of full disclosure in resolution practices involving disputes that Lyft or we the clients have with the product.   This is the only resolution I will find acceptable.   Payment is part of this,  and again I appreciate you finally coming around and realizing your mistake.  I do not,  however,  find your response acceptable as I do find it offensive as a consumer of the Lyft platform, to be called a fraud,  or to be accused of misusing the system.   You need to reexamine your policy and approach in dealing with matters such as these.   
 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:  This was not me who was in violation.  I didnt create nor use this account. I should not be penalized for something I was not part of.  Please reconsider.Sincerely,[redacted]

We are in receipt of Revdex.com complaint case #[redacted]. [redacted]’s complaint concerns a damage fee that she has incurred on the Lyft platform.Before a user can access the Lyft platform, she must agree to Lyft's Terms of Service. The Terms of Service appear when the user first signs up with Lyft, and the...

new user must click that he/she "accepts" the terms before he/she can continue to use the service.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.”[redacted] acknowledged that Lyft may charge her credit card for damage caused by her use of the Lyft platform when she accepted Lyft's Terms of Service.As a one time exception, we have refunded the damage fee in question. Depending on [redacted]'s bank, it may take 3-5 business days to process the refund.As we have clarified our damage policy, we consider this matter resolved.