Lyft, Inc.

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]'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.

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] 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.

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.

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.

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.

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 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] 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 [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.

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 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.

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.

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 Revdex.com complaint case [redacted] complaint concerns the status of his passenger account. [redacted] wrote into Support on May 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.

Initial Business Response /* (1000, 5, 2015/07/30) */
We are in receipt of Revdex.com complaint case #XXXXXXXX. In this case, Ms. [redacted] has complained about an issue regarding some promotional credits we issued her. Due to some miscommunication there was a misunderstanding of when the credits would be...

applied to her account. We have gone ahead and issued the ride credits to her account and have also refunded the rides that were taken between the time she received the email informing her of the promotion and when the credits were actually applied to her account. Since we've refunded the charges and have issued her the refunds we consider this matter resolved.
Initial Consumer Rebuttal /* (2000, 8, 2015/08/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Lyft has taken care of this matter.

Hello.... I sent an email this morning. Below are 2 attachment. 1 is an email that I sent to Revdex.com this morning. And the 2nd is the emails from Lyft stating that my account is reactivated. But now as of yesterday Lyft is stating that my account is closed again. Please help me resolve this matter