Lyft, Inc.

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.

Final Consumer Response /* (2000, 6, 2015/08/20) */
They have contacted me and rectified the situation

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. Ms. [redacted]' complaint concerns a $750 referral bonus
that she received as a ride credit. We were in...

correspondence with Ms. [redacted] on 11/1. We have
converted the ride credit into a referral bonus and consider this matter resolved.

Complaint: [redacted]I am rejecting this response because: Monies were not fully refunded and Lyft would not acknowledge [redacted] mistake when vehicle was returned before actual date of return and a subsequent rental was not rented/picked up or even reserved but Lyft kept my deposit regardless. 
I inquired several times to Lyft but they said it was up to [redacted] however [redacted] receives all info from Lyft when setting up rentals
Sincerely,[redacted]

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.

Complaint: [redacted]I am rejecting this response because:I was late to work because I could not get a ride because of the issue. The ride would have normally cost me $20.65. I would like a credit of $20.65. Additionally it took almost 6 days for the issue to be resolved. I was stuck out and had to find an alternate way to work those days. So Lyft owes me this $20.65.Sincerely,Robyn [redacted]

We are in receipt of Revdex.com complaint case [redacted]. [redacted] complaint concerns a ride she requested on the Lyft platform.[redacted] wrote into Support on June 12, 2017. Our agents were in correspondence with [redacted] the same day to inform her that the concerns she brought to our...

attention had been investigated, and that we had followed up with the driver in question to take the appropriate and necessary actions. Our agents also informed [redacted] that she would not be paired with the driver in question again on the Lyft platform.As such, we consider this matter resolved.

Complaint: [redacted]I am rejecting this response because: I was sent an email from Lyft stating they would refund my ride, in addition to the $5 credit. In the email, the rep states:
"...Additionally, we’ve made sure that you have not incurred any charges as a result of this incident. I have also gone ahead and added a credit into your account of $5 for any inconveniences this incident may have caused...." PDF copy of the email attached here. 
Sincerely,[redacted]

Initial Business Response /* (1000, 7, 2016/01/29) */
We are in receipt of Revdex.com complaint case #XXXXXXXX. Ms. [redacted]'s complaint concerns two cancellation fees she incurred. Ms. [redacted] was unable to contact Support via Lyft's Help Center. We have since been in correspondence with Ms. [redacted]...

and have refunded the cancellation fees. As such, we consider this matter resolved.
Initial Consumer Rebuttal /* (2000, 9, 2016/02/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this response because I have been refunded the amount desired, thank you!

We are in receipt of the consumer rebuttal in Revdex.com complaint case [redacted]. [redacted] complaint concerns a new driver promotion.[redacted] created a driver application on February 27, 2017, and did not apply using a new driver promotional code, which means that he 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 information on New Driver Promotions, please visit [redacted].As we have further clarified our new driver promotion policy for [redacted], we consider this matter resolved.

Initial Business Response /* (1000, 5, 2015/06/03) */
We are in receipt of Revdex.com complaint case #XXXXXXXX. Ms. [redacted] has written in about a referral credit that as of the time of the complaint she had not received. After Ms. [redacted]'s original correspondence, we explained the situation and why...

she hadn't received the credit yet; that her friend needed to take a ride that used the referral code she supplied. Once that ride was used and the referral code was redeemed, she would then receive the $20 ride credit for referring her friend. It was explained that another promotional credit was used by her friend and that her referral credit had not been used yet. We continued through more back and forth exchanges trying to explain to Ms. [redacted] that her friend hadn't redeemed the credit yet, which is why she hadn't received her referral credit. We then also explained some changes to our referral policy for Ms. [redacted]'s general knowledge. As of this date, June 1, 2015, her friend has finally redeemed the ride credit from Ms. [redacted]'s referral and thus a $20 ride credit has been added to her account. This $20 ride credit expires on Aug. 01, 2015. As the terms of the promotion have finally been met and Ms. [redacted] has received her $20 ride credit we consider this issue resolved.
Initial Consumer Rebuttal /* (2000, 8, 2015/06/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the $20 ride credit that I was entitled to on February 13, 2015 because I referred a friend that took a Lyft ride using my referral code.
I do not accept Lyft's response as to why the $20 ride credit was credited to my account.
Again, I thank you and the Revdex.com for assisting me in this matter.

Complaint: [redacted]I am rejecting this response because: In your last response to my rejection email you stated "Our agents were in correspondence with [redacted] that same day and informed her that we had contacted the driver and asked him to look for the keys in his car.  Our agents reached out to the driver multiple times to confirm the status of [redacted]'s lost keys.  Please adhere, there were NO FOLLOW-UP(S) after I had spoken with MULTIPLE customer representatives letting me know the driver had my keys besides one that reached out 48 hours/2 days later.  More so, I was NOT EVEN INFORMED that the representatives had actually spoken directly with the driver at all.  The only thing that was stated was that they had sent him a message, as I did on the app to begin with.  I was even told by one customer service representative that I was to get a credit on my account, which was ignored and never added to my account.  
I have saved many emails/email chains as to my conversations with these representatives as they are attached.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: 
I've sent the email I received from Lyft that states " Begin and start with a $500 Bonus. "
There is no disclaimer there is no reference to review there policies nothing to indicate there are requirements.
I tapped on the email and it directs you to there application and does not ask for a code or anything else just a standard applicant 
form niw if anything was there to indicate you need that code I Shirley would have done it but there was nothing I've also consulted with an attorney he could not find any reference as he put it it's a bate and switch they need to add stipulations or something to indicate there is stipulations not just make a statement and not honor it and hide behind hidden policies that need a attorney to figure it out.
THE ONLY STIPULATION THERE IS SAID ITS A LIMITED TIME OFFER  
THIS OFFER IS DIFFERENT THEN THERE STANDARD BONUS BUT WHEN IT CAME DOWN TO THEM HONORING THERE OFFER THE CONVENIENLY REFERENCE A POLICY THATS HIDDEN 
The average person applying for a position should not have to go to law school to decifer a simple employment application.Sincerely,[redacted]

We are in receipt of the consumer rebuttal in case [redacted] complaint concerns a ride she requested on the Lyft platform.[redacted] wrote into Support on June 12, 2017. Our agents were in correspondence with [redacted] the same day to inform her that the concerns she brought to our attention had been investigated, and that we had followed up with the driver in question to take the appropriate and necessary actions. Our agents also informed [redacted] that she would not be paired with the driver in question again on the Lyft platform.Before a user can access the Lyft platform, he/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. As stated by our Terms of Service, “All Charges are non-refundable. This no-refund policy shall apply at all times regardless of your decision to terminate usage of the Lyft Platform, any disruption to the Lyft Platform or Services, or any other reason whatsoever.”As such, we consider this matter resolved.

We are in receipt of the consumer rebuttal in Revdex.com complaint case [redacted]. **. [redacted]' complaint concerns an incident on the Lyft platform.Our Trust & Safety team has since been 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.Our agents provided direct contact information for the insurance adjuster assigned to **. [redacted]' case to proceed with a claim. **. [redacted] has since informed us that she went through personal insurance, and the assigned insurance adjuster closed the claim accordingly.On July 9, 2017, **. [redacted] provided sufficient evidence that the necessary repairs had been made to the vehicle, and our agents informed her that we had reactivated her driver account.Additionally, our agents extended the deadline for the new driver promotion as an exception.As such, we consider this matter resolved.

Complaint: [redacted]I am rejecting this response because:
Violating terms of service is not a good enough answer.  How did I violate their terms of service?  They need to provide more information than just I violated terms of service.
Sincerely,[redacted]

We are in receipt of Revdex.com complaint case [redacted]. **. [redacted]'s complaint concerns a charge she incurred on her Lyft account. **. [redacted] wrote into Support on December 13, 2017 to report that she was unable to request a ride due to a failed tip payment on her account. We have since been in...

correspondence with **. [redacted] to inform her that, as stated in our gift card Ter** of Service, ""It may not be possible to use credits to tip your Lyft driver or to pay certain fees (e.g. cancellation or damage fees), so a personal payment method will be charged for these tip amounts in the event the credits do not apply.""By purchasing or using a gift card on the Lyft Platform, a user must agree to the Ter** of Service, which can be found here: [redacted]Additionally, as stated by our Ter** of Service, “All Charges are non-refundable. This no-refund policy shall apply at all times regardless of your decision to terminate usage of the Lyft Platform, any disruption to the Lyft Platform or Services, or any other reason whatsoever.”As we have followed up with **.[redacted] and clarified our Ter** of Service, we consider this matter resolved.

We are in receipt of the consumer rebuttal in Revdex.com complaint case [redacted]. [redacted]’s complaint concerns a ride taken on the Lyft platform.Our agents informed [redacted] that we had refunded the full $40.05 ride charge and applied two ride credits for up to $20 off each of [redacted]'s next two rides. Our agents also informed [redacted] that we are unable to reimburse for any charges that were incurred off the Lyft platform. Additionally, per the Lyft Terms of Service, "Lyft does not provide transportation services, and Lyft is not a transportation carrier. It is up to the Driver to decide whether or not to offer a ride to a Rider contacted through the Lyft Platform, and it is up to the Rider to decide whether or not to accept a ride from any Driver contacted through the Lyft Platform. We cannot ensure that a Driver or Rider will complete an arranged transportation service. We have no control over the quality or safety of the transportation that occurs as a result of the Services." As we have further clarified our terms of service, and as we have issued the appropriate refunds and ride credits, we consider this matter resolved.

We are in receipt of Revdex.com complaint case [redacted]. [redacted]'s complaint concerns a ride he took on the Lyft platform. [redacted] left a review for a driver on June 24, 2017. Our Trust & Safety team initiated an email with [redacted] the same day to inform him that they were...

investigating and taking the appropriate and necessary actions with this particular driver based on his feedback. As our Trust & Safety team has taken the appropriate and necessary actions concerning the feedback [redacted] provided, we consider this matter resolved.

We are in receipt of Revdex.com complaint case #[redacted]. **. [redacted]'s complaint concerns an unauthorized charge on her account.
**. [redacted] wrote into Support on August 8, 2017. Our agents were in correspondence with her the same day and refunded the charges in question. No additional charges...

have been incurred on **. [redacted]'s account since this date.
Additionally, Lyft's general information retention policies are governed by our Ter** of Service (in particular, ""Information Retention""— lyft.com/ter**). We do not retain credit card information on our servers. All credit card information is secured and encrypted via our third-party payment processing company, Stripe. **. [redacted] is able to update/replace her card information within the app at any time.
As we have clarified that **. [redacted]'s charges have been refunded, we consider this matter resolved.