Lyft, Inc.

We are in receipt of Revdex.com complaint case [redacted]’s complaint concerns a damage fee incurred from a ride taken on the Lyft platform.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: Damage Fee. In the event that a Driver reports to Lyft that a Rider has in any manner materially damaged the Driver's vehicle, Rider agrees to pay a "Damage Charge" of up to $250 depending on the extent of the damage (as determined by Lyft in its sole discretion), which shall constitute full payment for Driver's cost of repairing or cleaning the vehicle, or otherwise remediating the damage. The Damage Charge shall be transferred to Driver. Lyft reserves the right (but is not obligated) to verify or otherwise require documentation of damages prior to processing the Damage Charge.[redacted] acknowledged that Lyft may charge her credit card for damage caused by her use of the Lyft platform when she accepted Lyft's Terms of Service. As we have clarified our damage policy we consider this matter resolved.

Complaint: [redacted]I am rejecting this response because:
1) They did not inform me on how to contact by phone as there is no available phone number for non-emergency customer service for drivers, just an emergency line.
2) The issues at HSV airport are persisting and drivers are losing money by being at the airport. Lyft takes a cut of each ride and we deserve a little better customer service than we have been receiving.
Sincerely,[redacted]

We are in receipt of Revdex.com complaint case [redacted]. **. [redacted]'s complaint concerns the status of her passenger account.Our Critical Response Team informed **. [redacted] on July 22, 2017 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.As such, we consider this matter resolved.

We are in receipt of Revdex.com complaint case [redacted]' complaint concerns charges she incurred.[redacted] wrote into Support on May 31, 2017 to report these charges. Our agents were in correspondence with [redacted] the same day to request that she submit the appropriate documentation for...

us to complete an investigation. As [redacted] did not submit the appropriate documentation, our agents advised her to dispute the charges with her bank.Additionally, our Terms of Service state: "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]. [redacted]' complaint concerns airport queue requests.[redacted]' wrote into Support on August 16, 2017. Our agents were in correspondence with [redacted] that same day. [redacted] also called into Support on August 17th. Support has provided [redacted]...

[redacted] with the necessary steps to troubleshoot his airport queue issues. As such, we consider this matter resolved.

We are in receipt of the consumer rebuttal in case [redacted]. Mr. [redacted]’s complaint concerns a new driver promotion.
As stated on Lyft’s website ([redacted]), to be eligible for Lyft’s New Driver Promotion, prospective drivers must enter a valid new driver promotion code (in the Promo/Referral code field) when they start their driver application. Lyft’s website clearly states that if drivers don't enter a code when starting their application, they are not be eligible for this promotion. We are unable to retroactively apply promotions in situations where the promotion terms were not followed.
Under Lyft’s New Driver Promotion policy, this means that Mr. [redacted] is not eligible for a new driver promotion bonus.
As such, we consider this matter resolved.

We are in receipt of the consumer rebuttal in Revdex.com complaint 1148350. [redacted] complaint concerns a new driver promotion. As stated in the promotional terms, if a user does not enter a promotional code upon the start of the application, the user will not be eligible for the promotion. [redacted] did not apply using a promotional code, therefore he is not eligible for this new driver promotion. As we have clarified our new driver promotion policy, 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.

Complaint: [redacted]I am rejecting this response because: Lyft owes me a refund or a ride credit and I will continue to blast them on social media and elsewhere until they do so.Sincerely,[redacted]

We are in receipt of Revdex.com customer rebuttal [redacted]. **. [redacted]'s complaint concerns the status of her driver account.Per Lyft's Ter** of Service, "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 partiesOur agents have since been in correspondence with **. [redacted] to inform her that we were able to reactivate her driver account.To view our Ter** of [redacted]As we have clarified our Ter** of Service, we consider this matter resolved.

We are in receipt of Revdex.com complaint case [redacted]' complaint concerns a new driver referral bonus.[redacted]' friend didn't apply using their referral code (or used it incorrectly), which means that both of them 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, [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: [redacted]As such, we consider this matter resolved.

We are in receipt of Revdex.com complaint case [redacted]. Mr. [redacted]' complaint concerns the status of his passenger account.On August 23, 2017, Mr. [redacted] was informed by our agents that we had found him to be in violation of our Terms of Service and had deactivated his passenger account. As Mr....

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

Initial Business Response /* (1000, 5, 2015/09/17) */
We are in receipt of Revdex.com complaint case #XXXXXXXX. Ms. [redacted] has written in to the Revdex.com about a ride review and refund.
Ms. [redacted] hasn't made any attempt to get in touch with our Support team about this issue and has instead made this...

complaint. We consider this complaint to the Revdex.com to be unwarranted as she has made no attempt to contact us and work things out. In the future we more than welcome Ms. [redacted] to contact us so we can work any issues out with her directly.
For information on how to request a ride review, please refer to https://www.lyft.com/help/article/XXXXXXX

Initial Business Response /* (1000, 5, 2015/10/20) */
We are in receipt of Revdex.com complaint case #XXXXXXXX. Mr. [redacted] has written in to support regarding a fraudulent charge made to his account on September 8, 2015. On September 9th, we have acknowledged the fraudulent charge on Mr. [redacted]'s...

account and initiated the refund. According to our records, Mr. [redacted] reversed charges have been processed. As Mr. [redacted]'s fraudulent charge has been reversed, we consider this matter resolved.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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.
Sincerely,
[redacted]

We are in receipt of Revdex.com complaint case [redacted] complaint concerns a new user promotion.[redacted] wrote into Support on May 19, 2017. Our agents were in correspondence with her the same day to inform her the promotion she was referring to expired April 22, 2017. Additionally,...

our agents awarded [redacted] three additional $5 credits for future use.  As such, we consider this matter resolved.

We are in receipt of Revdex.com complaint case [redacted]. Ms. [redacted]'s complaint concerns the status of her Driver account.Ms. [redacted] wrote into Support on August 4, 2017. Our agents were in correspondence with Ms. [redacted] that same day to inform her that her Driver account was deactivated due to falling below...

Lyft's cancellation threshold. Our agents also inform her that we were able to reactivate her driver account.As Ms. [redacted]'s account has been reactivated, we consider this matter resolved.

Initial Business Response /* (1000, 5, 2015/07/30) */
We are in receipt of Revdex.com complaint case # XXXXXXXX. Mr. [redacted] has written about a ride where he gave our driver cash and then was charged for a ride he didn't take. We do not allow cash on our platform take the report of a driver accepting cash...

very seriously. We immediately refunded the ride to Mr. [redacted] on July 25th and then to help make up for the negative experience we issued him a ride credit for use on a future ride. As we refunded the ride and offered a ride credit to help make up for the issue, we had considered the issue resolved and consider this Revdex.com complaint to be unwarranted.

Initial Business Response /* (1000, 14, 2015/12/09) */
Revdex.com Complaint: #[redacted]
Consumer: [redacted]
Complaint Date: 10/22/2015
Closed Date: 11/23/2015
We are in receipt of Revdex.com Case # [redacted]. Ms. [redacted] complaint concerned preauthorization
holds on her bank account. Lyft's support...

team addressed Ms. [redacted] concerns on October
20, 2015.
Our actions were to inform Ms. [redacted] 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 lineitem
description for the hold.
The hold on Ms. [redacted] account was automatically removed by her bank shortly after
she emailed us and as such, we consider this matter resolved

Initial Business Response /* (1000, 14, 2015/12/09) */ Revdex.com Complaint: #XXXXXXXX Consumer: [redacted] Complaint Date: 10/23/2015 Closed Date: 11/23/2015 We are in receipt of Revdex.com complaint case #XXXXXXXX. On September 24, 2015, Mr. [redacted] wrote to Support to inquire about the status of a new driver...

referral bonus. On October 15th, we were in correspondence with Mr. [redacted] and clarified that he was not eligible for the referral bonus. Mr. [redacted]'s application was begun in May 2015 and was not completed until September of 2015 and the promotion requires that the driver completes the application and is approved within 30 days of applying. Mr. [redacted] did successfully complete the required number of rides within 30 days, however, he did not complete the application within the required timeframe, which makes him ineligible. As we have clarified the promotion terms and have verified that Mr. [redacted] and his friend who referred him are not eligible for referral bonuses, we consider this matter resolved. Initial Consumer Rebuttal /* (3000, 16, 2015/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I strongly disagree with the response from Lyft. When I reached out to the support team to confirm I was eligible on Sept 24th,2015, I received the below email thread in return: LYFT RESPONSE: SEP 30, XXXX XX:XXAM PDT [redacted] replied: Hi [redacted], Thanks for reaching out. We're thrilled that you're interested in joining the Lyft community. I can see that you have successfully created an application using your friend's referral code. As long as you meet the ride requirement within 30 days, you and your friend may be eligible for a bonus. MY RESPONSE: Wed, Sep 30, 2015 at 11:10 AM [redacted] Thanks for getting back to me. Can you confirm I'm listed for the 750 shared referral bonus. I signed up with lyft through my friends code prior to July 9th, but didn't get final approval to drive until recently. Took some time to get the documents approved, I reached out to the Lyft support team here to push these approvals. Also, my mentor confirmed that I was in line for the $750 shared bonus when I went on the intro ride with him. I should hit 50 rides by early next week. Thanks, [redacted] LYFT RESPONSE: SEP 30, XXXX XX:XXPM PDT [redacted] replied: Hi [redacted], Thank you for following up. I can confirm that as long as you meet the ride requirement, you and your referrer will be eligible for a $750 bonus! If Lyft would just do their due diligence they will see that the mistake is on their side. This is 1 of 3 Lyft employees that confirmed I was set up correctly to receive the bonus. My application started in May 2015 as I was getting ahead of the process, and being pro-active about changing jobs and joining Lyft by the end of the summer. The mentor I was originally assigned to and I spoke on text and on the phone shortly after I "applied". He stated that I could just let him know when I was ready to hit the road, saying nothing about the requirement to start within 30 days to be eligible for the promotion. When September-2015 came, I continued the application process and was assigned a different mentor. On my drive with my mentor I asked many questions, many of which were focused on the $750 promotion. Again, I was told that I was in line to get the promotion as long as I hit my 50 rides within the 30 days after being completely approved. It was not until many more attempts to get answers from the support team that I received the letter on Oct. 15-2015 as mentioned in the response to my original complaint. The reason I was told that I was not eligible was because my start date was actually Sept 9th, 2015 and that I did not hit the 50 rides within 30 days after this date. Lyft is now using yet another excuse. I have 2x mentors who are Lyft employees and the Lyft support team emails confirming that I was eligible. In the response to my complaint to the Revdex.com, Lyft admitted that I in fact hit the 50 rides within the 30 day timeframe. If it was a real requirement that I needed to complete my application/approval process within 30 days of signing up to drive with Lyft in May 2015, than why was I told otherwise? I gave the mentors and the Lyft support team every opportunity to tell me this but they confirmed it was still in play each time I asked to receive the bonus. It was not until Oct 15th that I was denied my bonus officially by the support team. This lead me to file the associated Revdex.com complaint. I now have email proof and proof from the response to my filed complaint that Lyft is changing their story as to why they are not paying me out for this promotion. Lyft needs to hold their employees accountable for their actions and in turn, resolve this immediately by paying out myself and my referral the $750 owed to each of us. Final Consumer Response /* (3000, 19, 2016/01/26) */ The consumer indicated he/she DID NOT accept the response from the business.) I strongly disagree with the response from Lyft. When I reached out to the support team to confirm I was eligible on Sept 24th,2015, I received the below email thread in return: LYFT RESPONSE: SEP 30, 2015 09:47AM PDT [redacted] replied: Hi [redacted], Thanks for reaching out. We're thrilled that you're interested in joining the Lyft community. I can see that you have successfully created an application using your friend's referral code. As long as you meet the ride requirement within 30 days, you and your friend may be eligible for a bonus. MY RESPONSE: Wed, Sep 30, 2015 at 11:10 AM [redacted] Thanks for getting back to me. Can you confirm I'm listed for the 750 shared referral bonus. I signed up with lyft through my friends code prior to July 9th, but didn't get final approval to drive until recently. Took some time to get the documents approved, I reached out to the Lyft support team here to push these approvals. Also, my mentor confirmed that I was in line for the $750 shared bonus when I went on the intro ride with him. I should hit 50 rides by early next week. Thanks, [redacted] LYFT RESPONSE: SEP 30, XXXX XX:XXPM PDT [redacted] replied: Hi [redacted], Thank you for following up. I can confirm that as long as you meet the ride requirement, you and your referrer will be eligible for a $750 bonus! If Lyft would just do their due diligence they will see that the mistake is on their side. This is 1 of 3 Lyft employees that confirmed I was set up correctly to receive the bonus. My application started in May 2015 as I was getting ahead of the process, and being pro-active about changing jobs and joining Lyft by the end of the summer. The mentor I was originally assigned to and I spoke on text and on the phone shortly after I "applied". He stated that I could just let him know when I was ready to hit the road, saying nothing about the requirement to start within 30 days to be eligible for the promotion. When September-2015 came, I continued the application process and was assigned a different mentor. On my drive with my mentor I asked many questions, many of which were focused on the $750 promotion. Again, I was told that I was in line to get the promotion as long as I hit my 50 rides within the 30 days after being completely approved. It was not until many more attempts to get answers from the support team that I received the letter on Oct. 15-2015 as mentioned in the response to my original complaint. The reason I was told that I was not eligible was because my start date was actually Sept 9th, 2015 and that I did not hit the 50 rides within 30 days after this date. Lyft is now using yet another excuse. I have 2x mentors who are Lyft employees and the Lyft support team emails confirming that I was eligible. In the response to my complaint to the Revdex.com, Lyft admitted that I in fact hit the 50 rides within the 30 day timeframe. If it was a real requirement that I needed to complete my application/approval process within 30 days of signing up to drive with Lyft in May 2015, than why was I told otherwise? I gave the mentors and the Lyft support team every opportunity to tell me this but they confirmed it was still in play each time I asked to receive the bonus. It was not until Oct 15th that I was denied my bonus officially by the support team. This lead me to file the associated Revdex.com complaint. I now have email proof and proof from the response to my filed complaint that Lyft is changing their story as to why they are not paying me out for this promotion. Lyft needs to hold their employees accountable for their actions and in turn, resolve this immediately by paying out myself and my referral the $750 owed to each of us.