Lyft, Inc.

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]

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?

Initial Business Response /* (1000, 5, 2015/09/04) */
We are in receipt of Revdex.com complaint case #XXXXXXXX. Mr. [redacted] has written in to the Revdex.com about an issue regarding his lost headphones. Our Critical Response Line received a call from Mr. [redacted] on August 3, 2015 and was directed to email...

support.
We have reserved direct phone access to only calls having to do with accidents or safety-related incidents. We handle all support cases via email. In the future we more than welcome Mr. [redacted] to contact us so we can work any issues out with him directly.
Mr. [redacted] hasn't made any attempt to get in touch with our support team and has instead made this complaint. We consider this complaint to the Revdex.com to be unwarranted as he has made no attempt to contact support and work things out.
Please note, we are not responsible for lost items and explained the following:
We do not procure insurance for, nor are we responsible for, personal belongings left in the car by Driver(s) or Rider(s). This is also stated in Lyft's Terms of Service. https://lyft.com/terms

Initial Business Response /* (1000, 14, 2015/12/09) */
Revdex.com Complaint: #XXXXXXXX
Consumer: [redacted]
Complaint Date: 10/30/2015
Closed Date: 12/1/2015
We are in receipt of Revdex.com Case # XXXXXXXX. Lyft's support team addressed Mr. [redacted]' concerns
on October 25, 2015 and October 29, 2015.
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 lineitem
description for the hold.
The hold on Mr. [redacted] account was automatically removed by his bank shortly after he
emailed us. 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.)
This response, again, is not acceptable because it does not resolve my issue of not being able to use the Lyft app since it won't accept the card that is on file. It is not my bank, because if this so called hold was removed by them then I should be able to use the Lyft application. Copying and pasting your policy does nothing to resolve the billing at all and your carelessness in this matter is truly appalling. I am disgusted at the apathy from this company that even if I could, I will never use the Lyft service again and furthermore, I will be trashing your business verbally to others including whatever social media I have access to like Facebook etc. I don't expect the reps at Lyft to care about this but it seems like this will be the only thing in my power I can do to prevent other people from being just short of IGNORED by a company that isn't customer service oriented, and seems to only care about their drivers. Please close this case but make sure Lyft gets this message. Thanks for your help Revdex.com.

We are in receipt of the consumer rebuttal in case [redacted]. [redacted]’s complaint concerns a lost phone that she left in a Lyft ride.[redacted] informed us that she was in contact with the driver regarding her lost phone. Per Lyft's Terms of Service Section 12 “Disclaimers” - “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 such, we consider this matter resolved.

Initial Business Response /* (1000, 6, 2015/05/24) */
We are in receipt of Revdex.com complaint case #XXXXXXXX. Mr. [redacted] has written about a promotion that he wasn't eligible to receive. The promotion Mr. [redacted] is talking about is a promotion for new users only. Mr. [redacted] created an account...

with us on April 19, 2015. Despite not having taken a ride, he still had created the account which was granted a new user ride credit that expired 16 days later on May 5, 2015. As a result of having created this account, he was ineligible for the new user promotion he has attempted to receive through the creation of the duplicate account. The duplicate account was created on May 14. As duplicate accounts are against our Terms of Service, we removed his duplicate account. Our Terms of Service can be viewed here: https://www.lyft.com/terms.

Initial Business Response /* (1000, 5, 2015/09/16) */
We are in receipt of Revdex.com complaint case #XXXXXXXX. Mr. [redacted] has requested that we delete his account and credit card from our system. Due to the nature of our business and to protect against possible fraudulent use, we are unable to completely...

delete his account. Our Information Retention policies that Mr. [redacted] agreed to can be viewed here: https://www.lyft.com/terms. We have deactivated his account per his request which means it can no longer be used by our system. In regards to his credit card information, we do not store any of our user's credit card information in our system. All credit card information is secured and encrypted via our third-party payment processing company, Stripe. Mr. [redacted] can find additional information on Stripe's security policy at https://stripe.com/help/security. We would recommend that he contact Stripe about deleting his credit card data since we don't have it on file and can't accommodate this request.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again, Lyft is playing the same game. I know that THEY gave my credit card info to Stripe - that's the answer I always get from Lyft. I've talked to Stripe many times and they always tell me that since I don't have an account with them, they can't do anything. Since my card was given to them by Lyft, someone at Lyft simply has to log onto Lyft's Swift account page and delete my credit card all personal information from Swift.
As for their retaining my personal information "because of the nature of their business", they hare a taxi company - and a horrible one at that. They are NOT the NSA or CIA. There is NO reason whatsoever that they "need" to retain any of my information. I've never taken a Lyft ride - they weren't able to actually pull it off the one time I tried to use them. I WILL NEVER FOR ANY REASON EVER USE LYFT EVER AGAIN!!!! There is no reason except fraud for them to retain any of my information. If they have "deactivated" my account and it can't be used by their system, there is no possible "fraudulent use" that can occur. JUST DELETE ALL MY PERSONAL INFORMATION AND FORGET THAT I EVEN EXIST!!!
Final Business Response /* (4000, 9, 2015/10/07) */
We are in receipt of Mr. [redacted]'s rebuttal Revdex.com complaint case #XXXXXXXX. Mr. [redacted] has questioned why we are unable to delete his information. Due to multiple cases of fraudulent activity regarding new accounts and the procurement of new user ride credits, we do not delete a user's information completely. This protects us against fraudulent activity on our platform and as such we have complied with Mr. [redacted]'s request and have deactivated his account so it can no longer be used.
As Mr. [redacted]'s account has been disabled from future use, we consider this matter resolved.
Final Consumer Response /* (4200, 11, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, the same song and dance. There is NO reason for Lyft to retain ANY of my information. Their double talk makes no sense whatsoever, but then again, double talk rarely does. If Lyft was actually concerned with possible fraud, they would in fact actually want to delete all my information to prove that they haven't used it for any illegal purposes. I NEVER actually used their HORRIBLE service so there was never any "new user credit" issued or used. I will never use their HORRIBLE service so there is no reason to retain any of my personal information, except for illegal use by Lyft. If Lyft has deactivated my account and there is no possible way for it to be used, than THERE IS NO ACTUAL REAL REASON THAT THEY NEED MY INFORMATION!!!! I'm sure Lyft is hoping this matter is closed because they keep using the same double talk to say nothing. DELETE ALL MY INFORMATION PERMANENTLY. STOP THE BS AND DOUBLE TALK!!! THERE HAS NEVER BEEN ONE RIDE ON LYFT BY ME. THERE HAS NEVER BEEN ONE "NEW RIDER CREDIT" ISSUED. THERE IS NO REASON TO KEEP MY INFORMATION!!!! SINCE THERE HAS NEVER BEEN A RIDE, NO NEW RIDER CREDIT HAS EVER BEEN ISSUED, YOU HAVE PROVED THAT THERE IS NO CHANCE OF ANY "FRAUDULENT ACTIVITY" ON MY ACCOUNT SO THERE IS NO REASON WHATSOEVER FOR YOU TO CONTINUE TO REFUSE TO DELETE ALL MY PERSONAL INFORMATION, HENCE THE BS AND DOUBLE TALK.

Initial Business Response /* (1000, 16, 2016/01/05) */
We are in receipt of Revdex.com complaint case #[redacted]. Ms.[redacted] complaint concerns a $750 referral bonus that she had not received. On October 21, 2015, Ms. [redacted] wrote to Support. On December 4th, we were in correspondence with Ms. [redacted] and...

issued the referral bonus. As we have issued the referral bonus, we consider this matter resolved.

We are in receipt of Revdex.com complaint case [redacted]. **. [redacted]' complaint concerns the status of her passenger account. On May 25, 2017, **. [redacted] was informed by our agents that we had found her to be in violation of our Ter** of Service and had deactiva[redacted] her driver...

account.  Additionally, all of **. [redacted]’ refund requests have been investiga[redacted] and adjus[redacted] accordingly. As such, 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.
I would like to state that the process to get to a supervisor to resolve this via Lyft support was quite difficult.  They claim that a "Third party" billing partner, Stripe is the reason why a customer cannot delete their own credit card from the account.  This is real problem for consumers.  They should state that once you add your billing your cannot delete even if you are not using the service.  
I am glad this is resolve and thank you.
Sincerely, [redacted]

We are in receipt of Revdex.com complaint case [redacted]. **. [redacted]'s complaint concerns the status of his driver application.**. [redacted] wrote into Support on July 7, 2017 after receiving an email stating that his background check did not meet our requirements, which are outlined at...

[redacted]. We were in correspondence with **. [redacted] that same day and informed him of the process to challenge the accuracy or completeness of the report with our third-party background check provider, Sterling To view more about our safety requirements, please visit [redacted].As such, we consider this matter resolved.

Complaint: [redacted]I am rejecting this response because: I would like to request that lyft clarifys and or removes their statemeng on inspection policys listed here
[redacted]
"We will cover the cost of your initial inspection to become a driver."
 
As you can see with my complaint , this is a false statement. Their support is non existant. I sent them numerous emails and they ignored most of them. The ones they chose to respond to I received varying conditions for the reimbursement such as
We will only reimburse you if you are approved to join our platform.
We will only reimburse you if you send us a w9 tax form.
We will only reimburse you if you go to one of our mentor approved stations ( They also told me there is no mentor program in San Jose)
Also their twitter account told me they will reimburse me if I sent them a receipt , which I did, and then they ignored me. I think at this pointvthey should just remove the statement from their website. Ive talked to other drivers as well who feel cheated out of their inspection costs.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: my boyfriend has written in to customer support multiple times. They have done nothing to resolve the matter. Sincerely,[redacted]

Initial Business Response /* (1000, 14, 2015/12/09) */
Revdex.com Complaint: #XXXXXXXX
Consumer: [redacted]
Complaint Date: 10/8/2015
Closed Date: 11/6/2015
We are in receipt of Revdex.com complaint case #XXXXXXXX. Mr. [redacted]'s complaint concerns a ride for which Mr. [redacted] believed he was overcharged for. On...

September 23, 2015, Mr. [redacted] wrote to
Support to request ride reviews for two rides. On September 27th, we were in correspondence
with Mr. [redacted] and recalculated the ride fares he requested to be reviewed and verified they were
accurate as charged. We consider this matter resolved.
Initial Consumer Rebuttal /* (3000, 16, 2015/12/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
my name is not Consumer: [redacted]
my name is [redacted] not sure who [redacted] is
Final Business Response /* (1000, 17, 2015/12/14) */
Revdex.com Complaint: #XXXXXXXX
Consumer: [redacted]
Complaint Date: 10/8/2015
Closed Date: 11/6/2015
We are in receipt of Revdex.com complaint case #XXXXXXXX. Mr. [redacted]'s complaint concerns a ride for which Mr. [redacted] believed he was overcharged for. On September 23, 2015, Mr. [redacted] wrote to
Support to request ride reviews for two rides. On September 27th, we were in correspondence
with Mr. [redacted] and recalculated the ride fares he requested to be reviewed and verified they were
accurate as charged. We consider this matter resolved.
Final Consumer Response /* (3000, 19, 2015/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Why does my account appear to have no ride history on it since I updated the app?
where did all the rides I take go ?
Complaint Response Date bumped because: Holiday

We are in receipt of Revdex.com complaint case [redacted]. [redacted]'s complaint concerns the status of his passenger account.[redacted] wrote into Support on April 14, 2017. Our agents were in correspondence with [redacted] that same day to inform him that we had found him to be in violation of our...

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

We are in receipt of Revdex.com complaint case [redacted] complaint concerns a damage dispute.Before a user can access the Lyft platform, they must agree to Lyft's terms of service. The terms of service appear within the Lyft mobile application, and the new user must click that they "accept"...

the terms before they can continue.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 his credit card for damage caused by his use of the Lyft platform when he accepted Lyft's terms of service.We consider this matter resolved.

Initial Business Response /* (1000, 5, 2015/09/16) */
We are in receipt of Revdex.com complaint case #XXXXXXXX. Ms. [redacted] wrote into us reporting a lost phone on August 30, 2015. Ms. [redacted] informed us that their ride took place off of the platform and no formal ride request was made through the Lyft...

app. Since Ms. [redacted] took their ride off platform, our agents are unable to locate the ride given the information provided. We have also informed Ms. [redacted] that we are unable to locate drivers or rides given a pick-up or drop-off location. If Ms. [redacted] is able to provide more specific information, we would be happy to work with her with the return of her item.
As stated in our Terms of Service: We do not procure insurance for, nor are we responsible for, personal belongings left in the car by Driver(s) or Rider(s).
Initial Consumer Rebuttal /* (3000, 7, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Why would they allow drivers to offer rides off the application? We did not know that until we got home and he had us pay in cash. It is unacceptable that they don't have a way of tracking down this driver. We did not make the call on paying cash and not going through the application, the driver did. The driver who LYFT hired.
Final Business Response /* (4000, 9, 2015/10/07) */
We are in receipt of Ms. [redacted]'s rebuttal Revdex.com complaint case #XXXXXXXX. In accordance to our Terms, we have explained to Ms. [redacted] that we do not procure insurance for, nor are we responsible for, personal belongings left in the car by Driver(s) or Rider(s). As we have explained our policy regarding lost items, we consider this matter resolved.

We are in receipt of Revdex.com complaint case [redacted]’s complaint concerns payment for referring new users to the platform.  [redacted] wrote into Support on June 12, 2017 concerning issues logging into his account and receiving payment for his referrals. Our agents were in...

communication with [redacted] to assist him in accessing his account, and update his payment information in order to receive his referral payouts correctly. As we have clarified updating his account, we consider this matter resolved.

We are in receipt of the consumer rebuttal in Revdex.com complaint case [redacted] complaint concerns charges on her Lyft account. [redacted] wrote into Support on February 15, 2018. Our agents were in correspondence with [redacted] that next day and informed her that the appropriate refunds have been issued for all three no-show fees.As the appropriate refunds have been made, we consider this matter resolved.

We are in receipt of Revdex.com complaint case [redacted]. **. [redacted]'s complaint concerns the costs of rides she took on the Lyft platform.**. [redacted] did not reach out to Support.**. [redacted] selected the Lyft Line ride type for the rides in question.With Lyft Line, the passenger enters their pick-up and...

drop-off locations in advance, and our system uses that information to come up with the base amount. The base amount will then be discounted. Because of this varying discount, the same ride can cost different amounts at different times or locations. The discounted price that shows up in-app when you've requested the Lyft Line is fixed. Fluctuations in traffic or changes to the route during the ride will not affect the price.For more information about Lyft Line pricing, please view here: [redacted].As we have confirmed that **. [redacted] was not overcharged for her rides, we consider this matter resolved.