Lyft, Inc.

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 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.

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]' 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.

Complaint: [redacted]I am rejecting this response because: As the guidelines state any offense that is violent or say a felony disqualifies a person, in my own personal case I have none of the negative implications that this business is stating does not meet guidelines. If the business is going off of what may have been charged to a person then that is a whole other situation and then I can react with legal counsel as the only thing that should be applicable is the conviction for disorderly conduct. Again this company should not be making decisions based off of claims but actual proof of what is on someone's background.Sincerely, Jon
[redacted]

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.

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.

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]. 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.

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]

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.)

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, 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

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.

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.

Complaint: [redacted]The Lyft user agreement allows for Lyft to bill upto 250.00 if the passenger damages the vehicle - why if they claim to just be a platform.  Also, my charge was 22.00 before the unconsented to, additional 12 miles and additional charge.   So, Lyft only reimbursed 22.00.   No worries, been happily using Uber.
 
I am rejecting this response because:Sincerely,[redacted]

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.