Lyft, Inc.

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.

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, 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]. [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.

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 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.

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.