Lyft, Inc.

We are in receipt of Revdex.com complaint case ***'s complaint concerns an authorization hold on her account*** did not write into SupportWe have since been in contact with *** to inform her of the following:Lyft’s temporary authorizations practice is disclosed and
explained in Lyft's Ter** of Service (*** and in our Help Center (***Per our Ter** of Service, "Upon addition of a new payment method or each ride request, Lyft may seek authorization of your selected payment method to verify the payment method, ensure the ride cost will be covered, and protect against unauthorized behaviorThe authorization is not a charge, however, it may reduce your available credit by the authorization amount until your bank’s next processing cycleShould the amount of our authorization exceed the total funds on deposit in your account, you may be subject to overdraft of NSF charges by the bank issuing your debit or check cardWe cannot be held responsible for these charges and are unable to assist you in recovering them from your issuing bankCheck out our Help Center to learn more about our use of pre-authorization holds."As *** requested a ride on the Lyft platform, her selected payment method was verified before *** cancelled the ride in questionOnce the ride was cancelled, Lyft immeidately released the authorization*** should contact her bank for more information about her particular bank’s authorization policies and timelines.As we have further clarified our policy regarding authorization holds, we consider this matter resolved

Complaint: ***I am rejecting this response because: There was no charge in my user accountThe company charged my card for something that was not in my accountIt was a charge from Lyft despite there being no ride taken or shown on my lyft user accountThe company obviously either had a security breach or charged the wrong accountThis is not in their terms of serviceIf they are unable to refund the overdraft fees I will be starting the chargeback process with mastercard. Sincerely,*** ***

We are in receipt of Revdex.com complaint case *** *** complaint concerns a driver promotion.*** *** wrote into Support on June 14, Our agents were in correspondence with *** *** the same day and continued to correspond with him to confirm the details of the promotion in
question. *** *** provided the email he received from Lyft detailing the promotion in question, which includes the promotional timeline:"Offer starts Monday, 05/at 5AM and rides must be given by Monday, 05/at 4:59AM."*** *** did not complete any rides over the promotional timeline in questionAs such, he was not eligible for the promotional bonus. As we have further clarified for *** *** that he did not earn the promotional bonus in question, we consider this matter resolved

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

We are in receipt of Revdex.com complaint case ***’s complaint concerns a damage fee that she has incurred on the Lyft platform.Before a user can access the Lyft platform, he/she must agree to Lyft's Ter** of ServiceThe Ter** of Service appear when the user first signs up with Lyft,
and the new user must click that he/she "accepts" the ter** before he/she can continue to use the service.Lyft's Ter** 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 $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 damageThe Damage Charge shall be transferred to DriverLyft reserves the right (but is not obligated) to verify or otherwise require documentation of damages prior to processing the Damage Charge.”*** acknowledged that Lyft may charge her credit card for damage caused by her use of the Lyft platform when she accepted Lyft's Ter** of Service.As we have clarified our damage policy, we consider this matter resolved

Complaint: ***I am rejecting this response because:
HelloI sent an email this morningBelow are attachmentis an email that I sent to Revdex.com this morningAnd the 2nd is the emails from Lyft stating that my account is reactivatedBut now as of yesterday Lyft is stating that my account is closed againPlease help me resolve this matterSincerely,*** ***

We are in receipt of Revdex.com complaint case ***Ms*** complaint concerns unauthorized charges on her account. *** *** wrote into Support on May 16, to report unauthorized charges on her accountOur agents were in correspondence with *** *** on May 20th to inform her that
we were able to find the account creating the charges and had placed a hold on it to prevent any further activity. Our agents also confirmed that all unauthorized charges have been refunded. As we have addressed the unauthorized charges with *** ***, placed a hold on the account creating the charges, and confirmed the charges have been refunded, we consider this matter resolved

We are in receipt of Revdex.com complaint case *** ***'s complaint concerns charges she incurred on her Lyft account.*** *** wrote into Support on May 20, to report these chargesOur agents were in correspondence with her the same day and informed her that the account making the
charges was hers.As stated by our Terms of Service, ""you are the sole authorized user of your accountYou are responsible for maintaining the confidentiality of any password provided by you or Lyft for accessing the Lyft PlatformYou are solely and fully responsible for all activities that occur under your User account, and Lyft expressly disclaims any liability arising from the unauthorized use of your User account."As we have followed up with *** *** and clarified our Terms of Service, we consider this matter resolved

We are in receipt of Revdex.com complaint case *** complaint concerns a new driver incentive.*** wrote into Support on June 27, Our agents were in correspondence with *** the same day and issued the bonus in question to his account.As *** has received his bonus
earnings, we consider this matter resolved

We are in receipt of Revdex.com complaint case ***Mr***’s complaint concerns an incident on the Lyft platform. Mr*** called our Critical Response Line on April 25, 2017, to report an incident that occurred while he was driving on the Lyft platformOur agents filed an incident report that
day Our Trust & Safety team has since been in correspondence with Mr*** to inform him that his driver status was temporarily deactivated due to the damages sustained by the vehicle and that we would be able to reactivate his account once the necessary repairs had been made. Additionally, our agents provided direct contact information for the insurance adjuster assigned to Mr***'s case to proceed with a claim. As we have provided the contact information for the insurance adjuster assigned to Mr***’s claim, we consider this matter resolved

We are in receipt of Revdex.com complaint case *** *** complaint concerns charges and authorization holds on her Lyft account.*** *** wrote into Support on February 15, Our agents were in correspondence with *** *** on the same day and informed her that the appropriate refunds have
been issued.Our agents also informed *** *** that like other companies, Lyft uses temporary authorizations to confirm a user’s payment methodThe authorization will never actually process but may show as "pending"on the user’s bank statementThe user’s card issuer will remove the hold typically within 3-business days, and the card won't actually be chargedOnce the user has paid for the ride and the card is successfully charged, Lyft immediately releases the authorizationUsers 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 *** *** ** *** *** *** ***As we have clarified our policy regarding authorization holds and issued the appropriate refunds, we consider this matter resolved

We are in receipt of Revdex.com complaint case *** *** complaint concerns payment information on his passenger account.Lyft's privacy policy states: "We also may retain information from your account to collect any fees owed, resolve disputes, troubleshoot problems, analyze usage of the Lyft
Platform, assist with any investigations, prevent fraud, enforce our Terms of Service, or take other actions as required or permitted by law."Our agents have since been in correspondence with *** * to inform him that we have confirmed the payment information in question was removed from his passenger account, and that we have deactivated his passenger account per his request.As such, we consider this matter resolved

Initial Business Response /* (1000, 16, 2016/01/22) */
We are in receipt of the December 7, correspondence regarding Revdex.com complaint case XXXXXXXXMs***'s complaint concerns a $new driver referral bonus that she had not receivedOn December 30th, Support informed Ms*** that they
had requested her bonus be issuedOn January 4th, Ms***'s bonus was issued and as such, we consider this matter resolved

Complaint: ***I am rejecting this response because: Lyft has yet to confirm how they were able to obtain my new credit card number when the one on file was reported lost/stolen months before I used my last rideI understand I owed you $but it's unethical to charge me an additional $I would like my refund for the $and at least 50% discount on the ride for $13.22.Sincerely,*** ***

We are in receipt of Revdex.com complaint case ***’s complaint concerns a new driver referral bonus.*** called Support on August 23, Our agents confirmed with *** she had successfully applied the referral code in question to her accountOur agents have informed ***
that she has been receiving a per-ride bonus for each ride that she has given on the platform within the referral bonus window. Additionally, *** has received emails for each day she has completed rides toward the referral bonusOur agents informed *** that the per-ride bonuses she has earned will be included in her weekly earnings.As such, we consider this matter resolved

Complaint: ***I am rejecting this response because:Sincerely,*** ***
Lyft has repeatedly claimed to have sent these funds to my bank I did contact my bank where they confirmed no transaction of any kind was received from the LYFT companyLYFT also stated that they did this transaction on June if you would look at my bank statements I sent in to the Revdex.com AND TO LYFT you would see there are no transaction in my accounts on the 24th of June also my last transaction was on the 22nd and resume again on the 26th of June the dates LYFT claims to have had paid me are very inaccurate and way off from what I'm showing you in black and white LYFT has repeatedly refused to respond to my emails along with blocking my account so I cannot see what they did but later come back with an email unjustly terminating me from their company especially after this ordeal of them not paying me for my services

Complaint: ***I am rejecting this response because: Yes the account was re-activated, but only because I was persistent in contacting LyftI was advised my account would be re-activated in hrs and it was notI have received horrible customer service when it comes to your companyYou did not even address the complaints I've outlined with the rental program I was enrolled inI still have not been re-enrolled and have stopped receiving responses regarding the re-enrollment from *** ***, so the issue has not been resolvedI was advised I would be re-enrolled and would not have to go through the enrollment process againI have provided all documents requested from the collision and still have not been reinstatedI have been a loyal partner with Lyft and do not understand or appreciate being brushed off and avoided when voicing my concernsI would appreciated if someone could contact me via phone to discuss the matter and resolve the issue todayThis back and forth has been going on for monthsI can be reached at (*** at anytime during the day. Sincerely,*** ***

We are in receipt of the consumer rebuttal in case *** *** ** complaint concerns the status of her passenger account and gift card credits that were applied to her account.Per our Terms of Service, "Lyft may terminate this Agreement or deactivate your User account immediately in the event: (1) you no longer qualify to provide Services or to operate the approved vehicle under applicable law, rule, permit, ordinance or regulation; (2) you fall below Lyft’s star rating or cancellation threshold; (3) Lyft has the good faith belief that such action is necessary to protect the safety of the Lyft community or third parties." Our agents have since been in correspondence with *** *** to inform her that we were able to reactivate her passenger account.Additionally, our agents have provided *** *** with an additional gift card code to replace the $gift card in question.As such, we consider this matter resolved

Complaint: ***I am rejecting this response because:
The business deliberately moved away from my concern/complaintIn fact, they are talking something new-"the promotional referral code never used"Interestingly, when I contacted to their agents several times before this one they never mentioned this thing or asked for this rather they reasoned with different issuesMoreover when one of the agents asked for the proof of promotional offer (if it exists) I immediately sent him a screenshot from their own (lyft) websiteI attached that one here as further proofAnd I clearly remember that when I signed up with that offer "get an extra $for every ride you give in your first days upto $500" (see attached file) the promo code was there "newdriver2017"I don't have any idea why they are not understanding or moving away from this pointAlso upon my primary Revdex.com complaint, this online promotion is now disappeared mysteriouslySeriously! if this is the case, I would request Revdex.com to publish their unfair, harassing and very misleading business policy and/or dealings
I was interested initially to drive with lyft as they came to the business as competitor to other big one UberNow it looks like the other one is comparatively better at least policy wise and for their standard of service
It's really frustrating and probably I will leave this business with lyftNothing more to say
Sincerely,*** *** ***

Initial Business Response /* (1000, 15, 2016/01/25) */
We are in receipt of your December 7, correspondence regarding Revdex.com complaint case XXXXXXXXMs***'s complaint concerns her offboarding as a driver from the Lyft platformOn November 17th, we were in correspondence with Ms
*** and informed her that her driver account had been deactivated, as her driver ratings had continued to decrease and we had received multiple reports of poor driving safetyLyft driver accounts are actively monitored for ratings, passenger feedback, and any reports of safety concernsLyft's terms of service state:
We may suspend or deactivate your User account (either as a Rider and/or Driver), or revoke your permission to access the Lyft Platform, at any time, for any reason, upon notice to you
As we have further clarified the reasons for the deactivation of Ms***'s driver account, we consider this matter resolved
Initial Consumer Rebuttal /* (3000, 17, 2016/01/27) */
Close the case still would like a ding against them