Lyft, Inc.

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, 15, 2016/01/22) */
We are in receipt of the December 7, 2015 correspondence regarding Revdex.com complaint case XXXXXXXX. Mr. [redacted]' complaint concerns a ride fare he incurred an increased ride fare due to Prime Time pricing. 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. We have been in correspondence with Mr. [redacted] and have offered him a refund in addition to ride credit. We consider this matter resolved.

We are in receipt of Revdex.com complaint case [redacted]' complaint concerns his experience with Lyft Support. [redacted] has reached out to Support on multiple occasions regarding his experiences on the Lyft platform. In each case, Support followed up with [redacted] to ensure his...

concerns were addressed and offered coupons or refunds when necessary.Additionally, we have since followed up with [redacted] once more to make sure all his issues were resolved. Our follow up from the Safety team also informed him how to utilize our new click-to-call function in order to contact Support.As such, we consider this matter resolved.

We are in receipt of the consumer rebuttal in case [redacted]. Ms. [redacted]'s complaint concerns items left in a ride.Ms. [redacted] has not written into Support, and her passenger account does not include a ride that matches the description she provided. As such, we are unable to provide a substantive response to the complaint. If Ms. [redacted]'s partner has specific concerns in regards to the ride in question, he may contact Lyft through a Support ticket.  Ms. [redacted]'s partner can find this at the bottom of our Help Center here: http://lyft.com/help Additionally, per our Terms of Service" We do not procure insurance for, nor are we responsible for, personal belongings left in the car by Drivers or Riders." As Lyft is not responsible for personal belongings left in the car by drivers or riders, we consider this matter resolved.

We are in receipt of Revdex.com complaint case [redacted]’s complaint concerns a lost phone.  [redacted] wrote into Support on March 29, 2017 to report a lost phone that she left in a driver's car during a ride taken on the Lyft platform. Our agents were in correspondence with [redacted]...

that same day and informed her that we had contacted the driver and asked him to look for the phone in his car. Our agents reached out to the driver multiple times to confirm the status of [redacted]’s lost phone. Section 12 of the Lyft Terms of Service states, "We do not procure insurance for, nor are we responsible for, personal belongings left in the car by Driver(s) or Rider(s)."As we reached out to the driver regarding the [redacted]'s phone and are not responsible for personal belongings left in the car by drivers or riders, we consider this matter resolved.

Initial Business Response /* (1000, 7, 2016/01/08) */
We are in receipt of your December 23, 2015 correspondence regarding Revdex.com case number XXXXXXXX. Lyft's support team addressed Ms. [redacted]' concerns on December 23rd.
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 line-item description for the hold.
The hold on Ms. [redacted]' account was automatically removed by his bank shortly after he emailed us.
We consider this matter resolved.

Complaint: [redacted]I am rejecting this response because:I find it unethical for a company to go to the extent to find my new credit card number and charge me two unauthorized charges. Lyft has yet to inform me how they were able to retrieve my new credit card number. I spoke with one of your agents over the phone and he advised me it was a Card ending in [redacted] when that card doesn't even exist anymore. That was reported lost/stolen way before I used my ride in August of 2016. I consider that bad business and would not recommend anyone using Lyft. Stick to [redacted].Sincerely,[redacted]

We are in receipt of Revdex.com complaint case [redacted]. [redacted]'s complaint concerns the deletion of his Lyft account.[redacted] wrote into Support on September 01, 2017 requesting that his Lyft account and all of his information be deleted from the Lyft system. Our agents were in correspondence the same...

day.Per our Terms of Service, "If you choose to terminate your account, we will deactivate it for you but may retain information from your account for a certain period of time and disclose it in a manner consistent with our practices under this Privacy Policy for accounts that are not closed. We also may retain information from your account to collect any fees owed, resolve disputes, troubleshoot problems, analyze usage of the Lyft Platform, assist with any investigations, prevent fraud, enforce our Terms of Service, or take other actions as required or permitted by law."As we have clarified our Terms of Service, we consider this matter resolved.

We are in receipt of Revdex.com complaint case [redacted]. Ms. [redacted]'s complaint concerns a recent refund.We have since been in correspondence with her and refunded the charges in question. We have verified that this refund was processed and have no control over when a bank permits access to those...

funds.As the appropriate refunds have been issued, we consider this matter resolved.

We are in receipt of the consumer rebuttal for case [redacted]. **. [redacted] complaint concerns a new driver incentive.Our agents have been in correspondence with **. [redacted] informing him of the issue relating to his bonus being credited to his account, and manually issued the bonus in question to his account.As **. [redacted] has received his bonus earnings, we consider this matter resolved.