Lyft, Inc.

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.

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]

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.

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.

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.

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]. **. [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 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.

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] 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.

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.

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.

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.

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.

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]

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

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.

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, 5, 2015/04/13) */
We are in receipt of Revdex.com complaint case #XXXXXXXX. Ms [redacted] has written in about a ride she took recently that cost more than what she expected. In reply to her correspondence on March 30 we explained that the ride was ordered during Prime Time...

which she consented to. Prime Time pricing will never be charged to a passenger [redacted] first receiving the explicit consent of the passenger. This comes in the form of an additional interstitial screen in which users must confirm their consent before they can request a vehicle. After that explanation, Ms [redacted] wrote in again and claimed the ride took an inefficient route. After recalculating it, we refunded her the difference for the ride to what the amount would be with Prime Time pricing. As we've already recalculated the ride and explained Prime Time pricing, we consider the matter resolved.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You state that we were given Prime Time Pricing, which is true and I would completely accept that, except for one issue. Our family members/friends did the same exact thing we did, at the exact time, from the same exact location, to the same location, yet they weren't charged Prime Time pricing. That to me is unacceptable. Pricing should be fair. It's like you picked who to charge Prime Time pricing and you would think by it's title "Prime Time" pricing that it is subject to the time of incident, yet, for two Lyft requests that were simultaneously requested and booked, only one of them was charged "Prime Time" pricing.
On top of that, I have $10 worth of credit, which should automatically deduct $5 at time of booking. I do not see any sort of $5 credit.
In total, our bill should have the following reduced:
-$3.84 difference in mileage (which we did receive)
-$9.81 "prime time"
-$5.00 credit
That weekend was the first time we used Lyft and I'm sorry to say, we all are not pleased.
Final Business Response /* (4000, 9, 2015/04/30) */
We are in receipt of Ms. [redacted]'s rebuttal to our response in Revdex.com complaint case #XXXXXXXX. Ms. [redacted], as previously stated, consented to the Prime Time pricing. Prime Time pricing kicks in automatically during instances of high demand, and fluctuates based on the amount of passengers [redacted] a ride in any given minute. It is a dynamic system dependent on the data of current passengers [redacted] drivers out on the road. If a passenger [redacted] a driver, and many drivers are open, the Prime Time percentage will decrease. The opposite is also true - if numerous passengers [redacted] make requests at the same time, Prime Time will automatically increase. We have looked into her claim about the $5 ride credit and it does appear that it wasn't applied. As of April 28, we have refunded her for the $5 credit that went unused in her account. As we have honored the credit and refunded her the difference in mileage, we consider the matter now resolved.
Final Consumer Response /* (4200, 11, 2015/05/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It's quite appalling that Lyft failed to see my point in my dispute. It's not the fact of whether I agreed to the prime time cost or not, but more so that it wasn't equally done across the board. If you're going to upcharge one group of people due to prime time costs, then it should be done across the board for all that have requests for the same time from the same general location. I am honestly very upset that I was charged more than another car. It's quite ridiculous, if you ask me.
You may consider the matter resolved, but I do not. And you could be sure that I and all of my family members will never be using Lyft. We'd rather use the much more trusted services from Uber.