Lyft, Inc.

We are in receipt of Revdex.com complaint case [redacted]. **. [redacted]’s complaint concerns charges she incurred on her Lyft account. **. [redacted] called into Support on November 17, 2017 to report these charges. Our agents were in correspondence with her the same day and informed her that the account...

making the charges was hers.As stated by our Ter** of Service, "Lyft expressly disclai** any liability arising from the unauthorized use of your User account...We are not responsible for the use of any personal information that you disclose to other Users on the Lyft Platform or through the Services...You may not allow other persons to use your User account, and you agree that you are the sole authorized user of your account."As we have followed up with **. [redacted] and clarified our Ter** of Service, we consider this matter resolved.

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 receive process complete from Paypal Today. Lyft should wait close till I received this notification. 
Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/08/26) */
We are in receipt of Revdex.com case complaint #XXXXXXXX.
Mr. [redacted] did not apply using an applicable referral code (or used it incorrectly), which means that both the referred and referrer are not eligible for a referral bonus. At this time, our...

policy does not allow us to honor any retroactive referrals coming in from email correspondence as our referral process is automated. It is imperative that all driver referrals have the referral code entered correctly before the application is submitted for consideration. In the future, Mr. [redacted] should make sure to have any new friends use his driver referral code when first applying.
For more details on the driver referral process, please check out: www.lyft.com/drive/help/article/XXXXXXX

Initial Business Response /* (1000, 5, 2015/08/26) */
We are in receipt of Revdex.com complaint case #XXXXXXXX. Mr. [redacted]'s complaint is regarding eligibility for a no-show fee. No-show fees apply if the driver cancels, and the all criteria are met:
1. Driver has tapped to arrive at the pickup...

location.
2. Driver has waited at least 5 minutes.
3. Driver has been in contact with the passenger [redacted] called passenger ** passenger [redacted] driver).
4. Driver has canceled the ride, and select 'Passenger [redacted] here.'
Additional information about Lyft's cancellation policy can be found here https://www.lyft.com/drive/help/article/XXXXXXX
We have found that Mr. [redacted] did not wait the full 5 minutes and is ineligible for the no-show fees.

We are in receipt of the Revdex.com complaint case [redacted]. [redacted] complaint concerns a charge associated with creating a Lyft Event[redacted] wrote into Support on July 20, 2017. Our agents were in correspondence with [redacted] the same day in regards to the charge. On July 26th, a full refund...

was issued to [redacted]. When [redacted] submitted the event, she agreed to Lyft's Event Code Agreement. Per this agreement, "By submitting this Agreement, Buyer authorizes Lyft to charge Buyer’s payment method for the full amount of your event budget as set forth in the Order Form.  Any unused amounts will be refunded to Buyer’s payment method within thirty (30) days of the end of the event; depending on Buyer‘s bank or credit card the refund may not post immediately." Lyft's Event Code Agreement can be located here: [redacted] As we have clarified our Terms and [redacted] has received a full refund, we consider this matter resolved.

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.

We are in receipt of Revdex.com complaint case [redacted]’s complaint concerns an incident on the Lyft platform.[redacted] called our Critical Response Line on July 12, 2017 to report an incident that occurred while he 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 him that his driver status was temporarily deactivated due to the damages sustained to the vehicle, and that we would be able to reactivate his account once the necessary repairs had been made. Our Trust & Safety team also informed [redacted] that his information has been forwarded to our insurance provider, and that an adjuster will be in contact. Additionally, our agents informed [redacted] that due to our privacy policies, we are unable to provide him with the Passengers’ contact information. Our Privacy Policy can be found here: [redacted]As we have addressed [redacted]’s concerns, forwarded [redacted]’s information to our insurance provider, and clarified our Privacy Policy, we consider this matter resolved.

Initial Business Response /* (1000, 16, 2016/01/11) */
We are in receipt of Revdex.com complaint case [redacted]. Ms. [redacted] complaint concerns a ride fare she incurred during Prime Time. On November 1, 2015, Ms. [redacted] wrote to Support. On November 11th, Support was in correspondence with Ms. [redacted] and...

informed her that the ride she took was during Prime Time and that Prime Time pricing will never be charged to a passenger without 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. As a courtesy, our agents refunded the Prime Time charge of $46.40, which left Ms. [redacted] ride fare at the base Plus ride fare $47.95. As we have further explained the Prime Time pricing and have refunded Ms. [redacted], we consider this matter resolved.
Initial Consumer Rebuttal /* (2000, 18, 2016/01/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
That is not the originial response I received from the company. Originially I explained that it did not say total price doubled, I told them the app was flawed because it only showed $46.40. The letter recieved from them was not offering a refund at all.
It is January 2016, this occurred in October 2015. I am just now receiving a refund of the extra amount charged, although I requested a FULL refund for poor service and their faulty app.
The refund only happened because od this Revdex.com complaint.
I am going to simply accept the partial refund I received but reiterate that the app did not ask for my approval before my ride.

We are in receipt of Revdex.com complaint case [redacted]' complaint concerns a new driver referral bonus.[redacted]' friend did not apply using their referral code (or used it incorrectly), which means that neither of them are eligible for a referral bonus. At this time, our policy does not allow us to honor any retroactive referrals coming in from email correspondence as our referral process is automated. It is imperative that all driver referrals have the referral code entered correctly before the application is submitted for consideration.Additionally, the governing terms of our Referral Rewards for Drivers list the following requirement of a referred applicant to be eligible for an available referral promotion: "If you don't enter a code upon starting your application, you will not be eligible for this referral promotion."More information can be found in our Help Center: [redacted]As we have further clarified our new driver referral policy for [redacted], we consider this matter resolved.

We are in receipt of the consumer rebuttal in case [redacted]. **. [redacted]' complaint concerns the status of her passenger account and charges she incurred on her Lyft account.On May 25, 2017, **. [redacted] was informed by our agents that we had found her to be in violation of our Ter** of Service and had deactiva[redacted] her account.Before a user can access the Lyft platform, he/she must agree to Lyft's Ter** of Service. The 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: "In addition, 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."Additionally, as sta[redacted] 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 clarified our Ter** of Service, we consider this matter resolved.

We are in receipt of Revdex.com complaint case #[redacted]. **. [redacted]’ complaint concerns his Driver account status.**. [redacted] was informed by our agents that we had received a report regarding the condition of **. [redacted]' vehicle on July 31, 2017. Our agents filed an incident report that same...

day. Our Trust & Safety team has since been in correspondence with **. [redacted] to inform him that his driver status is temporarily deactivated due to his vehicle's condition, and that we would be able to reactivate his account once the necessary repairs had been made. **. [redacted] has not yet followed up with our agents regarding the vehicle repairs. As we have addressed **. [redacted]' concerns, we consider this matter resolved.

We are in receipt of Revdex.com complaint case [redacted]. [redacted]'s complaint concerns his driver earnings for a ride he gave on the Lyft platform. Our agents emailed [redacted] on May 15, 2017 to inform him that a ride he gave had been flagged by our system due to a misuse of the Lyft platform....

Per Lyft's Terms of Service, "Lyft reserves the right to adjust or withhold all or a portion of Fares if it believes that you have attempted to defraud or abuse Lyft or Lyft’s payment systems."Our agents have since been in correspondence with [redacted] to inform him that we were able to issue a full payout for the ride in question. As we have clarified our policy and [redacted] has been paid out his earnings accordingly, we consider this matter resolved.

We are in receipt of Revdex.com complaint case [redacted]'s complaint concerns the status of her passenger account.[redacted] wrote into Support on April 4, 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.Our agents have since been in correspondence with [redacted] to inform her that we were able to reactivate her passenger account.As such, we consider this matter resolved.

We are in receipt of Revdex.com complaint case #[redacted]. Mr. Matthews' complaint concerns the status of his driver application.[redacted] wrote into Support on August 20, 2017 after receiving an email stating that his background check did not meet our requirements, which are outlined at...

[redacted]. We were in correspondence with [redacted] that same day and informed him of the process to challenge the accuracy or completeness of the report with our third-party background check provider.To view more about our safety requirements, please visit [redacted].As such, we consider this matter resolved.

Complaint: [redacted]I am rejecting this response because: I never authorized the use of this card for the purpose of this ride.  And question their tactics of charging BOTH cards I had on file, so in fact they were able to charge my business card even though they said it was denied.  That statement has been proven false.  I am more than willing to pay for the services I used but only under the authorized account.  As a business myself, I can't just charge any account I feel like charging just because I see an extra credit card "laying around".  And I will definitely not split a full charge between two different payment methods unless otherwise authorized.  I need authorization, otherwise it is considered fraudulent!  And I explained that within one hour of the charge so for 5 days I tried to work with them to resolve this but they are unwilling to work with me.  Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/10/06) */
In response to Revdex.com case complaint #XXXXXXXX. Ms. [redacted] wrote in to support inquiring about her Driver pay on September 16, 2015. According to our records, Ms. [redacted] has received all owed payouts for the most recent weeks. The way our system...

works, on Tuesdays we start transfers using the banking info drivers have entered in the Dashboard. Any updates to banking info must be saved in the Dashboard by Monday night in order to be used for that week's transfer. As long as the banking information entered by Ms. [redacted] is correct, she should receive further owned earnings in the next deposit. If Ms. [redacted] has any additional questions regarding her pay, our Support team will be more than happy to work with her.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I finally received my PAY a week later

Initial Business Response /* (1000, 16, 2016/01/11) */
We are in receipt of Revdex.com complaint case XXXXXXXX. On October 25, 2015, Ms. [redacted] wrote to Support claiming that there were fraudulent charges on her credit card. On November 4th, Support requested additional information from Ms. [redacted] in...

order to locate her account, but Ms. [redacted] has not responded to the request. As Ms. [redacted] has not responded to our request for further information, 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]'s complaint concerns his Driver account status.On May 16, 2017, [redacted] was informed by our agents that his account had been deactivated for frequent cancellations. Before a user can access the Lyft platform, they must agree to Lyft's Terms of Service. The Terms of Service appear within the Lyft mobile application, and the new user must click that they "accept" the terms before they can continue. Lyft's Terms of Service state: "Term and Termination: 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."As [redacted] has been informed that we are unable to reactivate his account, we consider this matter resolved.

We are in receipt of the consumer rebuttal in case [redacted]’s complaint concerns charges that 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, and as such the charges would not be refunded.Additionally, our Terms of Service state “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 clarified the Terms of Service, we consider this matter resolved.

Initial Business Response /* (1000, 5, 2015/07/14) */
We are in receipt of the Revdex.com complaint case #XXXXXXXX. Ms. [redacted] has written in about a referral credit that she didn't get credit for. As the referral code her brother used coincided with another promotion we were running at the time, Ms....

[redacted] didn't receive the credit for the referral that she normally would have. In a reply to her correspondence on July 9, we honored the referral and issued her a referral credit. As we have fulfilled the referral promotion and Ms. [redacted] has received the ride credit, we consider this issue resolved.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thanks for the credit, but the fair thing would be to reimburse or credit me the difference between the credit I used (under $10) and what I spent on the ride I took after referring my brother ($19.94)
Final Business Response /* (4000, 9, 2015/07/30) */
We are in receipt of Ms. [redacted]'s rebuttal to Revdex.com complaint case #XXXXXXXX. We've replied back to Ms. [redacted]'s correspondence and informed her of the refund we processed for her experience. We hope this matter is resolved.