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 May 15, 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 while we investigated the matter. Our agents have since been in correspondence with [redacted] to inform her that we were able to reactivate her passenger account.  Additionally, Our agents applied two supplementary $10 credits to her account. As such, we consider this matter resolved.

Final Consumer Response /* (2000, 6, 2015/09/03) */
The business has gotten in touch. They have resolved the issue by refund and a $10 credit. I am satisfied with this resolution. Thank you for your assistance.

We are in receipt of Revdex.com complaint case [redacted]. [redacted] complaint concerns the status of her passenger account and gift card credits that were applied to her account.On May 10, 2017, [redacted] was informed by our agents that we had found her to be in violation of our Terms of Service and...

had deactivated her driver account.Our agents have since been in correspondence with [redacted] to inform her that we were able to reactivate her passenger account. Additionally, [redacted] gift card credit is still available on her account to use for future Lyft rides. Once cash or credit is tendered, Lyft gift card purchases cannot be voided or refunded. Gift cards do not expire and they cannot be stacked or combined with credits not associated with that particular Lyft Card. The terms for these gift cards are available here: [redacted]As such, we consider this matter resolved.

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

We are in receipt of the consumer rebuttal in Revdex.com complaint case [redacted]. [redacted]'s complaint concerns ride cancellation fees.[redacted] wrote into Support on April 30, 2017 regarding two separate rides that she had cancelled. Our agents were in correspondence with her that same day to inform [redacted] that we had refunded the cancellation fees she incurred. We have verified that the refunds were processed and have no control over when a bank permits access to those funds.As such, we consider this matter resolved.

Initial Business Response /* (1000, 16, 2016/01/05) */
We are in receipt of Revdex.com complaint case #XXXXXXXX. Mr. [redacted]' complaint concerns a ride he took, during which his driver drove in the wrong direction, causing Mr. [redacted]' ride fare to increase. On November 4, 2015, Mr. [redacted]...

requested a ride review. On November 4th, Support wrote to Mr. [redacted] and provided him with ride credit. We have since been in correspondence with Mr. [redacted] and have refunded his ride fare. As such, we consider this matter resolved.
Initial Consumer Rebuttal /* (2000, 18, 2016/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We are in receipt of Revdex.com complaint case #[redacted] complaint concerns her passenger account status. [redacted] wrote to Lyft Support on August 15, 2016. We were in correspondence with [redacted] on August 18th and informed her that we had located the account and placed a hold on it. We also...

informed [redacted] that she could send in a copy of her credit card statement if she was in fact charged for a ride that she did not take as we would reverse those charges. Lyft cannot disclose or go into detail in regards to our internal processes. As we have addressed any charges with [redacted], disabled the account in question, and allowed [redacted] to create a new account, we consider this matter resolved.

We are in receipt of the consumer rebuttal in Revdex.com complaint case [redacted]. Mr. [redacted] rebuttal concerns charges he incurred on the Lyft platform. The charges in question were applied to a card that Mr. [redacted] had added to the Lyft platform on his account. We have clarified that Mr. [redacted] primary payment method failed and the other payment method that he added to his account was charged for the remaining cost of the ride. Per our terms of service, as a Rider, you agree to pay the amounts charged for your use of the Lyft Platform and Services. All Charges are non-refundable. As such we consider this matter resolved.

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

Initial Business Response /* (1000, 15, 2016/01/22) */
We are in receipt of your December 17, 2015 correspondence regarding Revdex.com case number XXXXXXXX. Ms. [redacted] wrote into us reporting a lost phone. Our agents contacted the driver and asked him to look for the phone in their [redacted]. The driver...

reported that the phone was not in his [redacted] and after a second search still could not turn up her phone. 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 [redacted] by Driver(s) or Rider(s). This is also stated in Lyft, Inc.'s terms of service. We consider this matter resolved.

We are in receipt of Revdex.com complaint case [redacted]. **. [redacted]'s complaint concerns the status of her passenger account. On February 9, 2017, **. [redacted] was informed by our agents that we had found her to be in violation of our Ter** of Service and had deactivated her passenger...

account.  As **. [redacted] has been informed that we are unable to reactivate her account, we consider this matter resolved.

We are in receipt of the consumer rebuttal in case [redacted]. **. [redacted]'s complaint concerns his driver earnings.
On September 3, 2017 our Support agents were in correspondence with **. [redacted] to inform him that we had found him to be in violation of our Terms of Service and would not honor earnings for the ride in question.
As stated by our Terms of Service, "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."
As such, we consider this matter resolved.

We are in receipt of [redacted] complaint case #[redacted]. Ms. [redacted] complaint concerns unauthorized charges on her credit card. On September 13, 2016, Ms. [redacted] wrote to Support requesting a refund. On September 13th, we were in correspondence with Ms. [redacted] and informed her that we had located the...

account creating the charges and had placed a hold on it to prevent further activity. We also informed Ms. [redacted] that it appeared the individual using her information was known to her and suggested that she follow-up directly with the individual to resolve the issue. As we have addressed the charges on Ms. [redacted] credit card and have placed a hold on the account creating the charges, we consider this matter resolved.

We are in receipt of the consumer rebuttal [redacted]. [redacted] complaint concerns a statement in Lyft's Help Center regarding vehicle inspections. Lyft consistently seeks to improve its service through information provided by drivers, passengers, and applicants alike. We value the feedback provided by [redacted] and the appropriate teams are reviewing how we may be able to clarify the relevant language on our website.We consider this matter resolved.

We are in receipt of the consumer rebuttal in Revdex.com complaint [redacted]. [redacted] complaint concerns her refund on a recent ride.We have verified that a refund for this ride was processed on May 23, 2017. Lyft has 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, 5, 2015/06/18) */
We are in receipt of Revdex.com complaint case #XXXXXXXX. Mr. [redacted] has complained of promotional ride credits that he didn't receive. Given the email address that he supplied us with we are unable to find the correspondence he refers to in our system....

If he would like to provide us with the email address he used to contact us about his issue, we'll be happy to look into this further. As it stands though, 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 are in receipt of Revdex.com complaint case [redacted]. **. [redacted]'s complaint concerns charges to her credit card. **. [redacted] wrote into Support on June 14, 2017 to report an unauthorized charge on her credit card. Our agents were in correspondence that same day. Our agents requested more...

information from **. [redacted] to start the investigation of the source of the unauthorized charge. As **. [redacted] has failed to provide the following information, our agents are unable to investigate the source of this charge. Additionally, on June 23rd, our agents attempted to call **. [redacted] and she was unreachable. If **. [redacted] wants these charges investigated, she needs to respond to her Support email and provide the following: • The last 4 digits of her card number• The expiration date of her card numberAs we are unable to investigate this matter until **. [redacted] provides more information regarding this charge, we consider this matter resolved.

Complaint: [redacted]I am rejecting this response because: I would appreciate Revdex.com continue forcing LYFT company to refund all of my funds and one important reason I never received adequate service from LYFT and they sta[redacted] they had refunded they are falsely wrong, I checked with my bank and the funds was never credi[redacted] back to my account. I disagree with LYFT response to let (Revdex.com) believe otherwise, a complaint has been brought against them. [redacted] and what will I gain to bring a false complaint against this company if there has not been any wrong, why you think they disable my account the drivers I forward wrong doing that was done to me as a passenger. I was reques[redacted] to file a complaint also with Hire for- Vehicle which also investigate [redacted] and LYFT companies for wrong doing, and when passengers complaint of drivers running traffic red lights and using threatening remarks at passengers and forcing them out of their vehicle after they have picked the passenger up from their pick up location. I would rather be interview on social media before I sit back and let this company use people violate driving laws and abuse passengers whom pay for this service through credit.  I want this company to be repor[redacted] for "Fraud" especially because I had submit[redacted] several Affidavits for overcharged fees it over 2 emails before LYFT responded and responded to the institution that they would refund my money! I also have an email replied from LYFT stating they were going to refund my. money after I forwarded my complaint to you all.    
[redacted]
 
 
 
 
Sincerely Annie [redacted]

We are in receipt of Revdex.com complaint case [redacted] complaint concerns the status of his Driver account. On July 11, 2014[redacted] account was deactivated after our Trust and Safety team received report of a traffic collision that he had been involved in. Our Trust and Safety...

team informed[redacted] that his account would remain deactivated until either his vehicle was repaired or he had a new vehicle to drive on the Platform[redacted] never provided Support with additional information regarding his vehicle until June 27, 2017. Our agents have since been in contact with[redacted] and have reactivated his Driver account. As such, we consider this matter resolved.

We are in receipt of Revdex.com complaint case [redacted]’s complaint concerns charges he incurred on his Lyft account. **.[redacted] wrote into Support on July 18, 2017 to report these charges. Our agents were in correspondence with him the same day and informed him that the account making...

the charges was his.As stated by our Terms of Service, "you are the sole authorized user of your account. You are responsible for maintaining the confidentiality of any password provided by you or Lyft for accessing the Lyft Platform. You 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 **.[redacted] and clarified our Terms of Service, we consider this matter resolved.