Lyft, Inc.

We are in receipt of Revdex.com complaint case [redacted]. **. [redacted]’s complaint concerns an incident on the Lyft platform. **. [redacted] called our Critical Response Line on June 3, 2017 to report an incident that occurred while she was driving on the Lyft platform. Our agents filed an incident report that...

day.  Our Trust & Safety team has since been in correspondence with **. [redacted] to inform her that her driver status is 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. Additionally, our agents provided direct contact information for the insurance adjuster assigned to **. [redacted]'s case to proceed with a claim.  As we have addressed **. [redacted]’s concerns and provided her with the contact information for the insurance adjuster assigned to **. [redacted]’s claim, we consider this matter resolved.

We are in receipt of the consumer rebuttal in [redacted] case #[redacted]. Ms. [redacted] complaint concerns charges for a ride that she did not take. [redacted] reached out to Support on August 24, 2016. We were in correspondence with [redacted] on August 24th, and informed her that we had refunded the ride in question and applied a $5 credit to her account. Per our terms, "You are responsible for reviewing the applicable Lyft Cities page and shall be responsible for all Charges incurred under your User account regardless of your awareness of such Charges or the amounts thereof." Our Terms of Service can be viewed here: [redacted]As a result, we are unable to refund any overdraft fees that were incurred due to this.As we have refunded the ride in question, applied a credit to Ms. [redacted] account, and informed her that she must reach out to her bank about overdraft fees, we consider this matter resolved.

I finally got to speak to a customer service representative and I am proud to say that my issue was resolved with Lyft. Please feel free to contact me if need be. [redacted]

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.

Initial Business Response /* (1000, 5, 2015/09/29) */
We are in receipt of Revdex.com complaint case #XXXXXXXX. Ms. [redacted] wrote into support about an accidental damage charge made to her account on August 25, 2015. We have addressed Ms. [redacted] on September 4th, that the charge was accidentally made out...

to the wrong passenger. In accordance to this, we have explained to Ms. [redacted] that we would be happy to process a refund for the damage charge. However, our records show, the charge failed to initially process due to the card being invalid.
For the inconvenience, we have compensated Ms. [redacted] with $60 in ride credit for her future use. We have explained to Ms. [redacted] that we are unable to remove any pending charges on her account until the charges are processed. We would be happy to work with Ms. [redacted] and refund the pending charge once a valid payment method has been added to Ms. [redacted]'s account.

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

We were in receipt of Revdex.com complaint case [redacted]. [redacted]'s complaint concerns unauthorized charges on her credit card.[redacted] wrote into Support on July 17, 2017 to report unauthorized charges on her account. Our agents were in correspondence with [redacted] the same day to request more...

information for this investigation. [redacted] has not provided this additional information.As [redacted] has not provided the additional information we need to conduct an investigation regarding the unauthorized charges in question, we consider this matter resolved.

We are in receipt of Revdex.com complaint case [redacted]'s complaint concerns a ride he took on the Lyft platform.[redacted] took a ride on the Lyft platform on April 9, 2017. Our agents were in correspondence with [redacted] immediately after he flagged the ride in our system to inform...

him that the Trust & Safety team was investigating and taking the appropriate and necessary actions with the driver based on his feedback. Our agents also informed [redacted] that he would not be paired with the driver in question on the Lyft platform in the future.As our Trust & Safety team has taken the appropriate and necessary actions, we consider this matter resolved.

We are in receipt of Revdex.com complaint case [redacted] complaint concerns referral promotions. These passengers and drivers did not sign up using [redacted] promotional code, which means that he is not eligible for a bonus. At this time, our policy does not allow us to add a code to...

a new user account or application retroactively. It is imperative that all drivers have the promotional code entered correctly before an  account is created or an application is submitted for consideration. In the future, Mr. [redacted] should make sure to have any new friends use a promotional or referral code when first applying. Terms of our new driver and passenger promotions are available on our help center. For more information about new driver promotions, please visit: [redacted]For more information about new passenger promotions, please visit: [redacted]As we have clarified our new driver and passenger promotion policy, we consider this matter resolved.

From: Chance [mailto:[redacted]]
Sent: Friday, May 26, 2017 1:52 PM
To: info <[redacted]>
Subject: Update Complaint [redacted]
 
So I had already submitted a response but then after re reading my response I realized they weren't even talking about the correct incident. The company in my complain lied and has not even credited me to my issues that was a prior incident credit that I had received and not one in relation to my complaint issue. I need to update my case or response

Complaint: [redacted]I am rejecting this response because:Iimmediately contacted lyft when we realized code wasn't accepted.  They do have the ability to go back and add the bonus as they do it for all the times when their app messes up and doesn't pay us for certain rides.  They just don't want to give money where it's due.  I will not accept any answer from them as their app is ALWAYS freezing, not responding and glitching and they are daily making corrections to pay.  I have also questioned other drivers oon social media and this see** to be a practice of lyft,  maybe I should contact consumer affairs too?
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
As you can see in both of my accounts there was no transaction showing for the date of June 24th 2017 also LFYT goes as far as to block my account so I couldn't see my earnings before having this issue with their company as of 07/07/2017 LYFT still owes me in the amount of $60.37. I posted my accounts as proof that LFYT has not paid me what was owed.

Initial Business Response /* (1000, 5, 2015/07/08) */
We are in receipt of Revdex.com complaint case #XXXXXXXX. Ms. [redacted] has claimed that we haven't lived up to a referral bonus promotion that she applied for. When Ms. [redacted] applied to be a driver, she completed the application to drive in the Napa...

County area. This application was completed on June 6, 2015. When Ms. [redacted] applied to be a driver the referral bonus in the region that she applied was for $50. We have since paid out the referral bonus that she was due based on the region that she applied for. We did not change her driving location until she wrote into our support team on June 18th requesting her location be changed. Since we have accommodated her request to change her driving location and have paid out the referral bonus that she was eligible for, we consider the matter resolved.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The above response from the company is not true but the matter was resolved by the owner. I would still like the complaint to be available so other people know to beware when dealing with lyft.

We are in receipt of Revdex.com complaint case [redacted]. Mr. [redacted]'s complaint concerns a new driver promotion.Mr. [redacted] wrote into Support on May 12, 2017 regarding his application status and eligibility for a new driver promotion. Our agents were in correspondence with Mr. [redacted] the same day...

to inform him that we were waiting for his background check results to finalize. Our agents have since been in correspondence with Mr. [redacted] to inform him that his background check results finalized, and he has been approved to drive on the Lyft Platform. Additionally, we informed Mr. [redacted] that we would be able to review his case for an exception to the new driver promotion requirements upon completion of the rides by the stated deadline. As such, we consider this matter resolved.

Complaint: [redacted]I am rejecting this response because: I have proven that these charges have not been released, but failed to receive a response once I did. Sincerely,[redacted]

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 guessSincerely, [redacted]

Initial Business Response /* (1000, 16, 2016/01/22) */
We are in receipt of your December 4, 2015 correspondence regarding Revdex.com case number [redacted]. Lyft's support team addressed Ms. [redacted] concerns on November 28th.
Our actions were to inform Ms. Kern 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 line-item description for the hold.
The hold on Ms. [redacted] account was automatically removed by his bank shortly after he emailed us.
As we have addressed Ms. [redacted] concerns and the funds were released, we consider this matter resolved.

We are in receipt of Revdex.com complaint case [redacted]. [redacted] complaint concerns charges she incurred on her Lyft account.[redacted] wrote into Support on May 13, 2017 to report these charges. Our agents were in correspondence with her/him 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 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.

Complaint: [redacted]I am rejecting this response because:business did not address my request for refund of charge due to not fulfilling obligation to rider for safety during this ride.Sincerely,[redacted]