Lyft, Inc.

Complaint: [redacted]I am rejecting this response because a this does not address the main points in my complaint. Also, this company has taken almost a month in their responses to the Revdex.com. I waited for this to be resolved through the Revdex.com and therefore never used any credit. The supplementary credit of $10 that they claim to have given me is not on my account and was never used as I had already filed my complaint with the Revdex.com. So I never received nor used the $10 credit she claims I have. It is no where on my account. If you add it, then I will consider this matter resolved and will never use the Lyft referral system again. Sincerely,[redacted]

We are in receipt of the Revdex.com complaint case [redacted]’s complaint concerns the status of his passenger account.Our agents emailed [redacted] on April 28, 2017, to inform him that his passenger account had been deactivated pending an investigation by our Trust & Safety...

team. Our Trust & Safety team followed up with [redacted] on May 1st to inform him that we had reactivated his passenger account after completing the investigation. As we have reactivated [redacted]’s passenger account, we consider this matter resolved.

Complaint: [redacted]I am rejecting this response because:
 
I understand that Lyft can charge a customer if there is damage to a vehicle, but I maintain that I did not cause any damage to the vehicle. Therefore, I disagree with the charge.
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/02/24) */ We are in receipt of your February 24, 2016 correspondence regarding Revdex.com case number [redacted]. Ms. [redacted] complaint concerns a promotion in her region where rides were offered at a discount of 30% off the full ride fare, up to 10 rides and up...

to $25 per ride. Ms. [redacted] was charged a full ride fare after she had taken 10 rides. Ms [redacted] wrote to Support on February 23rd. On February 23rd, Support was in correspondence with Ms. [redacted] and clarified the promotion terms. Additionally, Support refunded 30% off Ms. [redacted] most recent ride. Promotion terms are listed at the bottom of the promotion email and are subject to Lyft's Terms of Service. As we have clarified the terms of the promotion, we consider this matter resolved.

We are in receipt of Revdex.com complaint case [redacted]. Ms. [redacted]' complaint concerns the use of her driver app.Ms. [redacted] wrote into Support on May 16, 2017 to report issues logging into her driver app. Our agents were in correspondence with her that same day to provide troubleshooting steps.Our agents...

have continued to correspond with Ms. [redacted] to diagnose her app issues and provide additional steps. Ms. [redacted] has since confirmed that she was able to log into her driver app.As such, we consider this matter resolved.

We are in receipt of the consumer rebuttal in Revdex.com complaint case [redacted]’s complaint concerns a ride cancellation fee.Our agents informed [redacted] that we had refunded the cancellation fee in question.Additionally, Lyft does not compensate for losses incurred by a user outside of the Lyft platform.As such, we consider this matter resolved.

Complaint: [redacted]I am rejecting this response because: 
This is an unacceptable business practice for a ride share provider. Their response stated that the Lyft terms of service make it clear that they have "no control over the quality or safety of the transportation that occurs as a result of the Services." This may be a fine legal response, but as a consumer I am appalled at how little accountability the company is taking for an extreme inconvenience. Because of this incident and clarification of their legal attitude towards their drivers, I have no confidence in expecting Lyft to provide me a safe and timely trip, so I will not use their services. I still feel that the company should compensate me for such negligence exhibited by their driver (see attachment for the route that was taken). 
Sincerely,[redacted]

We are in receipt of Revdex.com complaint case #[redacted]. **. [redacted]'s complaint concerns unauthorized charges to her credit card.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.We have reached out to **. [redacted] to attain additional information on this matter in order to conduct an investigation. As **. [redacted] has not provided the necessary information in regards to these charges, we are unable to conduct an investigation. We consider this matter resolved.

We are in receipt of Revdex.com complaint case [redacted]'s complaint concerns her interaction with Lyft Support.[redacted] wrote into Support via Facebook Messenger on May 3, 2017. Our agents were in correspondence with her that same day.Our agents continued to respond to each specific...

question [redacted] asked and encouraged her to reach out to Support with any additional specific questions she may have.As our agents have answered [redacted]'s questions, we consider this matter resolved.

Final Consumer Response /* (2000, 6, 2015/10/26) */
Yesterday a representative from Lyft responded to my first email. They informed me that my identity was safe and that it was a case of an incorrect email address. They assured me that the problem has been taken care of.
I will continue to...

monitor my emails and identity, but I will consider this complaint closed.

We are in receipt of Revdex.com complaint case [redacted]’s complaint concerns a ride cancellation fee. [redacted] wrote into Support on May 28, 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 issued a credit for up to $5 off his next ride.  As we have refunded the cancellation fee in question and issued a ride credit, we consider this matter resolved.

Initial Business Response /* (1000, 5, 2015/07/14) */
We are in receipt of Revdex.com complaint case #XXXXXXXX. Mr. [redacted] is writing in about a referral bonus that he didn't qualify for. In order to qualify for a referral bonus, drivers must input their referrer's code at the time the application is...

submitted. In response to Mr. [redacted]'s correspondence on July 4th we explained that he didn't enter the code and therefore wasn't eligible for the promotion. In his reply on July 4th, Mr. [redacted] acknowledged that he didn't enter the code and claims he was told it would be added later. We do not retroactively apply referral codes and there is no such correspondence from us that makes this claim. As Mr. [redacted] did not complete the requirements for the promotion he is not eligible to receive the bonus.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I signed up for Lyft. Their system crashed on me three times on application. I entered my information three times. I even have two different acceptance emails on two different dates! I believed this to be an easy, obvious technical glitch that would be taken care of quickly. Not ignored completely!
These are my UNRESPONED TO EMAILS TO the LIFT HELP SITE. In reverse, last email first.
====================
End
:;:Just gona leave it like that huh? Like you solved the problem? I'm still waiting for a response from ANY of these FOUR email strains! Answer please or bad review.
**
On Jul 6, XXXX XX:XX PM, "[redacted]" wrote:
Hello?
**
On Jul 6, XXXX X:XX PM, "[redacted]" wrote:
I would like to get to the bottom of this. Am I being ignored? I worked hard for this bonus and I feel I am being treated unfairly. You continue to advertise this bonus but are denying it to me? We need to resolve this soon. I'm not driving for Lyft until it is. This is unacceptable no.1 & false advertising no.2. If who this email is getting to can't fix this, give it to a manager that can. I expect this to be fixed by my paycheck!
Thank you.
**
On Jul 4, XXXX X:XX PM, "[redacted]" wrote:
This is unacceptable to me. There must be a mistake? I did give a name of my friend that referred me to Lyft. His name is [redacted]. I didn't know his employee number but was told that he would be put on to my application. It was supposed to be taken care of by your staff. I was reassured it would be taken care of by my mentor when I asked all this to him. I was told 50 rides, $500. I gave [redacted] notice he was being given credit even! It was spoke about between us. I believe something fell through the cracks on this one. Thank you for your expedient response. But if you do not have the power to do something about this, I would like to talk to someone higher in the chain please? I've kept my end of the bargain.
Thanks again.:;:
START emails above.
=======================
Response.
I also have emails to & from my friend [redacted] pre dated before I signed up for Lyft speaking of his referral for me to come to Lyft. Glad to show them too. Why would I not give him credit for the SECOND company he referred me to, Lyft? This wasn't our first rodeo at this. Uber had NO problems paying up on their own advertising campaign to [redacted] and I over a month before even signing up with Lyft.
I believe this to be just a technical glitch that should have been obvious to fix but now seems more to me like shady business practices, dodgy ethics, word twisting and trying to hide behind technicalities created BY LYFT in the first place to get out of paying up. That equals nothing short of false advertising.
I was willing to work it out. Believing this would be responded to as quickly as past interactions with the Lyft help line but that was not to be. I even went to the [redacted]. Lyft home office in person and was told by the receptionist that their was no one in the building that could help me with a pay problem. When I asked at what site their was someone who I could talk to about it as I was willing to drive? The receptionist for Lyft told me their WAS NOT ONE PERSON IN THE ENTIRE LYFT COMPANY THAT COULD HELP ME WITH THIS PROBLEM! Left with NO other recourse, this is when I went to the Revdex.com. I honestly was hopeful I wouldn't have to take this any further but now... Sadly I might have to.
I would still accept what Lyft still presently advertising, witch is a $500 sign up bonus for new driver and the referred.
Is this an acceptable compromise? After all. It is their advertising campaign.
Final Business Response /* (4000, 9, 2015/07/30) */
We are in receipt of the rebuttal to Revdex.com complaint case #XXXXXXXX. Mr. [redacted] has refuted our response that is ineligible for the referral bonus. As previously stated in our original response, Mr. [redacted] didn't enter the referral code necessary to qualify for the promotion. As a result, he is not eligible to receive the amount. As we have explained this multiple times to Mr. [redacted], we consider the matter resolved.

From: "[redacted]>Date: Oct 26, 2016 10:28 AMSubject: Complaint id [redacted]To: <[redacted]>Cc:
Hi [redacted], Id like to add some photos to my complaint if thats allright. Lyft is advertising they will cover the inspection cost to join there...

platform... but they conveniently denied me because I wasnt approved.
Here is the official link to their website
[redacted]
and the full paragraph  After you apply to drive with Lyft, keep an eye on your email — we'll let you know where and when to go for your vehicle inspection. We will cover the cost of your initial inspection to become a driver.Theres no fine print. Heres a recent email I just had with them

Initial Business Response /* (1000, 15, 2016/01/22) */
We are in receipt of your December 18, 2015 correspondence regarding Revdex.com case number XXXXXXXX. Lyft's support team addressed Mr. [redacted]'s concerns on December 14th.
Our actions were to inform Mr. [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 Mr. [redacted]'s account was automatically removed by his bank shortly after he emailed us.
As we have addressed Mr. [redacted]'s concerns and the funds were released, we consider this matter resolved.

Complaint: [redacted]I am rejecting this response because: I have not received a refund from this companySincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: what are they talking about?? I am a passenger not a driver! THe terms they outlined apply to drivers. I have never been a Lyft driver! They need to reinstate my passenger account, they have no valid reason to suspend it because I am not a Lyft driver. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/14) */
We are in receipt of Revdex.com complaint case #XXXXXXXX. Ms. [redacted] has written in about promotional ride credits that expired. In reply to her correspondence on July 10, 2015 we explained that the ride credits expired and were no longer available to...

her. In her Revdex.com complaint, Ms. [redacted] acknowledges that the credits were going to expire on July 10, 2015. As the ride credits expired on the date, July 10, 2015, that was listed in her account for them, they were no longer available for use since they were no longer valid.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Anyone who uses coupons knows that the coupon expires at the close of business on that day. I tried to use my coupon at 6pm on 7/10/15. However, Lyft is saying that on 7/9/15 as soon as it turned midnight the coupon expired. I feel this is false advertising and doesn't corespond with any known standard coupon practice. The response is also rude and dismissive on Lyft's part. I still feel that this is a fraudulent manuever.
Final Business Response /* (4000, 9, 2015/07/30) */
We are in receipt of Ms. [redacted]'s rebuttal to Revdex.com complaint case #XXXXXXXX. The ride credits that we issued to Ms. [redacted] were good until July 10, 2015, not through July 10, 2015. The ride credits were issued on June 19th which means Ms. [redacted] had 21 days to use the three ride credits. As she did not use them by the expiration date they were no longer valid for use in our system.
Final Consumer Response /* (4200, 11, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This business has numerous complaints and does not care to honor standard business practices. Lyft is continuing to practice fraudulent and shady business practices. They have lost my business and I will make everyone I come in contact with aware of the deceitful way Lyft conducts business.

We are in receipt of the Revdex.com complaint case [redacted]'s complaint concerns a lost phone.[redacted] wrote into Support on April 30, 2017. Our agents were in correspondence with him that same day. Our agents also sent a shipping label to the driver to facilitate the shipment of...

the phone to its owner. Per our Terms of Service, "Lyft is not responsible for the conduct, whether online or offline, of any User of the Lyft Platform or Services. You are solely responsible for your interactions with other Users. We do not procure insurance for, nor are we responsible for, personal belongings left in the car by Drivers or Riders. By using the Lyft Platform and participating in the Services, you agree to accept such risks and agree that Lyft is not responsible for the acts or omissions of Users on the Lyft Platform or participating in the Services."As we have clarified our Terms of Service, and as we have helped facilitate the return of the lost phone, we consider this matter resolved.

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
 
I have emailed a answer to Lyft in accordance this morning, and notified them that I am in the process currently of submission of the bank statements, email verification of Lyft rides, timestamps, and billing, and exact name of the drivers names if, and when I took rides with. I have the debit cards last four digits as well. I remember each ride taken, and specifics of times, and destiantions, the mileages, and routes, and drivers charges was disputed after I submitted daily reports, and reviews on drivers as well. I first started riding October 2017 with Lyft, and had to complain about marijuana smoking, explicit music played, wreckless driving, speeding, vulgar, and inappropriate conversations of drivers, and allowing other ppl along for rides, and driving besides themselves in cars, they would take longer routes without my permission, text and drive, smoke in car while minor kids in car, play radio stations not kid friendly, make us feel uncomfortable, refused many rides from hospital, and a funeral I had to attend. my cellphone, and credit cards was kept by one lyft driver after I gotten out and she inspected the backseat and I had to make several attempts to contact her for her to bring it back. the cars were hot, or too cold, so basically I had bad experience with company. they were speeding, made me and my child walk many miles to take other requests, would cancel a ride in progress and reeatedly made me request another ride to accept them as a driver on many occasions so that I could keep letting my debit card go through multiple times, was then very rude and vulgar. would go to different subdiviosns so that they could use bathrooms, or gas stations to pump gas and I had to pay for it on my ride,purposely go the long street waY AND GET LOST AND gps wouldn't even able to get us nearby faster, and correct way, they would have deaf drivers comes all time, then cancel it on their ends and have me stranded, would then send other drivers and I wasn't aware of this and they would have me getting in car with ppl having to explain their situation of mess up, they wouldn't help me with my things in car, and asked for a high review rating, and tip. I had a horrible experience, I was getting all of my money for rides I didn't take because the drivers would cancel too, and if I cancedled within 1-5 seconds as you should, they would send me a nother driver I didn't request after I closed the app and canceled because it was too far, took too long andthey couldn't accept that so they would rearrange FOR SOMEONE ANYWAY, HAVE ME AND FAMILY LATE, then charged fee of cancellation after I have texts proving I never took rides, I screenshot cancellations, and rides and will submit this by Friday.I have texts of lost drivers who used different apps or didn't have service on phone so I had to stay on phone to guide them to my house they wanted to use their own gps and get lost in dead end streets, someone elses complex, or come get me and kids all high with marijuana smoke in car when my kids have asthma so I did make kids get out car and that day I had to call another driver and some drivers refused to pull around to get us, and made us walk long distances, or just questioned my kids while I was in car, sped around curves, and school zones, almost crashed into buses and other cars, it was a nightmare,. who uses lyft 3-4 times a day?? why would you charge anyone just to be charging them?

We are in receipt of Revdex.com complaint case [redacted]. Mr. [redacted]' complaint concerns the status of his driver account.On April 28, 2017, Mr. [redacted] was informed by our agents that we had found him to be in violation of our Terms of Service and had deactivated his driver account. As he has been...

informed that we are unable to reactivate his account, we consider this matter resolved.