Lyft, Inc.

Complaint: ***I am rejecting this response because:I'm disputing the misinformation that was communicated by company reps Despite the "Privacy Policy" more than one person lied about what could be done with that information So the matter will never be resolved until someone takes responsibility for the information that was given to me The fact that the company isn't willing to step up with a slight apology (much less regard) for what was communicated and proven via email by their Support Reps is the most unprofessional conduct I've witnessed from a company in over a decade Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/04/13) */
We are in receipt of Revdex.com complaint case #XXXXXXXX from April 8, Mr *** is complaining about bad customer service and no refund or credits offeredWe replied to correspondence from Mr*** and after explaining how Prime Time
works and that Prime Time pricing will never be charged to a passenger *** first receiving the explicit consent of the passenger; it comes in the form of an additional interstitial screen in which users must confirm their consent before they can request a vehicle, we refunded the difference in the ride that he would have paid after the creditIn addition we also issued him a new ride credit worth $when the original was worth $As for his complaints about the quality of the customer service, we do not offer phone support as it is much more efficient to handle the thousands of support requests we receive by emailAs we have refunded the ride difference and granted a ride credit, we consider the matter resolved

We are in receipt of Revdex.com complaint case *** ***'s complaint concerns the status of her passenger account.On August 23, 2016, *** was informed by our agents that we had found her to be in violation of our Ter** of Service and had deactivated her passenger
account.Additionally, our agents have been in correspondence with *** to request more information regarding her claim of unauthorized charges on her credit cardAs *** has not responded to provide the necessary information, our agents have been unable to proceed with an investigation.As such, we consider this matter resolved

Complaint: ***I am rejecting this response because: unnacceptable inadequate responseSincerely,*** ***

We are in receipt of Revdex.com customer rebuttal *** ***'s complaint concerns a ride he took on the Lyft platform.Lyft does not compensate for losses incurred by a user outside of the Lyft platformLyft's Terms of Service state, "Lyft does not provide transportation services, and Lyft is not a transportation carrierIt is up to the Driver to decide whether or not to offer a ride to a Rider contacted through the Lyft Platform, and it is up to the Rider to decide whether or not to accept a ride from any Driver contacted through the Lyft PlatformWe cannot ensure that a Driver or Rider will complete an arranged transportation serviceWe have no control over the quality or safety of the transportation that occurs as a result of the Services." Additionally, our agents informed *** *** that we had issued a full refund of his ride charge for $and granted a credit for up to $off his next ride. As such, we consider this matter resolved

Complaint: ***I am rejecting this response because: The business has repeated their original response word for word, not responding whatsoever to my responseI am so terribly disappointed - this is exactly what the complaint was filed about - the businesses lack of communication.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/10/20) */
We are in receipt of Revdex.com complaint case #XXXXXXXXMr*** has written in to support regarding promotional credits that did not apply to his ridesThe expiration date that was shown on the email provided by Mr*** versus our
database was off by one dayThis had caused a miscommunication between our agents and Mr***
Upon further review, Mr***'s rides and credits were investigated thoroughlyOn October 13th, Mr*** was refunded for the misapplied promotional creditsAs Mr*** was refunded, we consider this matter resolved

We are in receipt of Revdex.com complaint case *** ***’s complaint concerns charges related to her Express Drive rental. *** *** called our Critical Response Line on May 26, to report an incident that occurred while she was driving on the Lyft platformOur agents filed an
incident report that day. Our Trust & Safety team has since been in correspondence with *** *** to inform her of the steps to return her rental vehicle for repairPer the Rental Agreement, drivers are expected to return the vehicle when requested after an incident has occurredAs *** *** failed to return the vehicle to the rental location, her account went into default for failed payments on the rental vehicle. As we have addressed *** ***'s concerns regarding the accident and the rental vehicle has been returned to our facility, we consider this matter resolved

We are in receipt of the consumer rebuttal in Revdex.com case #*** ***' complaint concerns her passenger account status*** *** wrote to Lyft Support on August 15, We were in correspondence with *** *** on August 18th and informed her that we had located the account and placed a hold on itWe also informed *** *** that she could send in a copy of her credit card statement if she was in fact charged for a ride that she did not take as we would reverse those chargesLyft cannot disclose or go into detail in regards to our internal processes. If *** *** is interested in receiving the discounts she lost at no fault of hers, she may write into Support and we will apply these credits to her active accountAs we have addressed any charges and lost credits, disabled the account in question, and allowed *** *** to create a new account, we consider this matter resolved

Initial Business Response /* (1000, 5, 2015/08/06) */
We are in receipt of Revdex.com complaint case #XXXXXXXXMr*** has complained about a ride that he was overcharged for as a result of it not being ended properly and also ride credits that weren't reissuedAs of August 6th, we've refunded the
extra amount that was charged to his cardBecause the actual cost of the ride was more than his ride credit was worth, we were unable to reissue the ride credit as it covered the largest part of the rideIn regards to Mr*** expired ride credits, we are unable to reissue any unused credits that have past their expiration dateAs we have issued a refund to Mr*** for the extra amount, we consider this matter resolved
Initial Consumer Rebuttal /* (3000, 7, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The ride should be less than $as I went on a longer ride to the address I was picked up at and the drop off should have been the front of Fiesta Island zip XXXXX I believe and less than $as it was a shorter trip then the one prior that dayAfter inviting 100s of friends to Lyft I feel you would treat me better, not make this a hassle of the yearPlease make this right and keep a loyal customer
Final Consumer Response /* (3000, 16, 2015/10/06) */
If it says assumed resolved, I don't want consumers to believe Lyft completely fixed the issue as they never did, they just stopped responding and time ran out on the complaint here on Revdex.com
Final Business Response /* (4000, 18, 2015/10/20) */
We are in receipt of Mr***'s rebuttal Revdex.com complaint case #XXXXXXXXWe have received further correspondence from Mr*** in our internal caseMr***'s charges have been addressed and refunded as of October 14, As Mr***'s charges have been reversed, we consider this matter resolved

Final Consumer Response /* (2000, 6, 2015/08/27) */
This has been resolved by Management and I was compensated

Complaint: ***I am rejecting this response because: They haven't addressed the fact that they haven't responded to my follow up email requestsThere is no excuse to ignore emails!!! Sincerely,*** ***

We are in receipt of Revdex.com complaint case *** *** complaint concerns a phone that she left in a Lyft ride. *** *** wrote into Support on May 30, 2017, to report a lost phone that she left in a driver’s car during a ride taken one the Lyft platformOur agents were in
correspondence with *** *** that same day and informed her that we had contacted the driver and asked them to look for the phone in thier carOur agents reached out to the driver multiple times to confirm the status of *** ***’s lost phone Per 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 *** ***’s phone and are not responsible for personal belongings left in the car by drivers or riders, we consider this matter resolved

We are in receipt of the consumer rebuttal in Revdex.com complaint case ***Mr***’s complaint concerns a ride taken on the Lyft platform.Mr*** wrote into Support on March 31, regarding a ride fare chargeOur agents responded to Mr*** informing him that the ride had been recalculated and issued a partial refund to the adjusted amount.Per our Terms of Service: "All Charges are non-refundableThis 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 Terms of Service, we consider this matter resolved

Initial Business Response /* (1000, 15, 2016/01/25) */
We are in receipt of your December 4, correspondence regarding Revdex.com case number ***The information provided in the complaint is insufficient for us to locate this case in our recordsTherefore, we are unable to provide a
substantive response to the complaint
Initial Consumer Rebuttal /* (3000, 17, 2016/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have all my information listed in this claim they can look me up to remove the cards, and they record phone conversations so they can figure out when I spoke to the agent
Final Business Response /* (4000, 19, 2016/01/29) */
We are in receipt of the January 29, consumer rebuttal in Revdex.com case number ***The contact information provided in this complaint does not correspond with a Lyft accountIf Ms*** would provide the email address or phone number associated with her Lyft account, we can look into her claim further

We are in receipt of Revdex.com complaint case ***Ms***'s complaint concerns items left in a ride.Ms*** has not written into Support, and her passenger account does not include a ride that matches the description she providedAs such, we are unable to provide a substantive response to
the complaint. If Ms*** has any questions or concerns regarding her account, we encourage her to reach out directly to our support team through our help center. We consider this matter resolved

Complaint: ***I am rejecting this response because:
LYFT has not addressed the issue of why my account has been permanently deactivated nor has the company provided any evidence regarding the matter which is the main reason I am filing a complaint against this companyI have already resolved the issue of money being taken out of my account as LYFT had no interest in refunding me my money at the time I requested they do soI am more concerned about the lack of transparency and the outright lying this company has engaged in when contacting meI inquired originally about how I could get my account back in good standing, after speaking with customer service reps as I was assured that I would be able to use their ride share service againThis proved to be inaccurateI also requested evidence from the company that my account was in fact not in good standing, in which LYFT responded with a generic messageI have provided screenshots in this correspondence that detail all interactions that I have had with this company and the responses that I received from customer service repsI have also provided this company with personally identifiable information in the form of a state id per their request only to have my information not used to rectify this issueThere are other screenshots but I am only allowed to include four images in this complaintI am able to provide more evidence if necessary. Sincerely,*** ***

We are in receipt of the consumer rebuttal in case ***'s complaint concerns personal information on her Driver and Passenger account.Before a user can access the Lyft platform, he/she must agree to Lyft's Terms of ServiceThe Terms of Service appear when the user first signs up with Lyft, and the new user must click that he/she "accepts" the terms before he/she can continue to use the service. Lyft's Terms of Service state: "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."Lyft's general information retention policies are governed by our Terms of Service (***s), specifically Lyft Privacy Policy's 2.A"Information You Provide to Us." We do not store full credit card information on our serversAll credit card information is secured and encrypted via our third-party payment processing company."Ms*** acknowledged this when she accepted Lyft's Terms of Service.As such, we consider this matter resolved

Initial Business Response /* (1000, 7, 2016/01/18) */
We are in receipt of your December 31, correspondence regarding Revdex.com case number XXXXXXXXMs***'s complaint concerns a ride fare she incurred during a 50% off promotionMs*** wrote to Support on December 23rdOn December 26th,
we were in correspondence with Ms*** and confirmed that the promotion had not been applied to her accountWe have since been in correspondence with Ms*** and have adjusted her ride fareAs such, we consider this matter resolved

We are in receipt of Revdex.com complaint case ***Ms***’s complaint concerns unauthorized charges on her account.Ms*** wrote into Support on August 1, Our agents were in correspondence with her the same day to request additional information to locate the charges in question.Ms
*** has since informed us that she disputed the charges with her bankThese charges were automatically withdrawn from Lyft, meaning that we no longer have control of the funds.As we have clarified that Ms***’s charges have been released to her bank, we consider this matter resolved