Lyft, Inc.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely, *** ***

We are in receipt of the consumer rebuttal in case *** ***' complaint concerns his experiences on the Lyft platform. *** *** has not reached out to Support regarding his ride experiences since August 09, Support has followed up with *** *** regarding each prior concern to ensure his concerns were addressed and offered coupons or refunds when necessary.As such, we consider this matter resolved

Initial Business Response /* (1000, 7, 2016/01/18) */
We are in receipt of your December 22, correspondence regarding Revdex.com case number Ms*** complaint concerns a cancellation fee she incurred*** did not write to SupportWe have since been in correspondence with
*** and have refunded the cancellation feeWe consider this matter resolved

We are in receipt of Revdex.com complaint case *** *** complaint concerns a damage claim. *** *** wrote into Support on May 26, to make a damage claimOur agents were in correspondence with *** *** the same day to inform her that the photos she had provided did not
meet our requirements to process a damage charge. Lyft's Terms of Service state that "Lyft reserves the right (but is not obligated) to verify or otherwise require documentation of damages prior to processing the Damage Charge.” As we have clarified our damage policy, we consider this matter resolved

Initial Business Response /* (1000, 5, 2015/05/13) */
We are in receipt of Revdex.com complaint case #XXXXXXXX*** ***, has written in about a $cancelation fee they received on May 03, *** wrote into our support team at 10:10am on May 3rdWe responded to the email at 4:10pm and refunded
the chargeWe also issued a $ride credit to help make up for any inconvenienceThe $that is mentioned in this complaint was because of a pre-authorization chargeLike 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 platformWe release the hold on the funds immediately upon confirming availability, and have no control over when a bank permits access to those fundsThis 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 holdThe hold on ***'s account was releasedAs we refunded the cancelation charge, issued a ride credit and the pre-authorization hold was released, we consider the matter resolved

Initial Business Response /* (1000, 7, 2016/03/13) */
We are in receipt of Revdex.com complaint case XXXXXXXXMs***'s complaint concerns unauthorized charges on her credit cardOn February 25, 2016, Ms*** wrote to SupportOn February 26th, we were in correspondence with Ms*** and
informed her that we are unable to the reverse the charges, as the originated under her accountPer our Terms of Service:
"You are the sole authorized user of Your accountYou are responsible for maintaining the confidentiality of any password *** by You or Lyft for accessing the ServicesYou are solely and fully responsible for all activities that occur under Your password ** account."
As we have addressed the charges on Ms***'s card, we consider this matter resolved

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meLyft promised the refund initially and has finally followed through with their promise and issue the refund.Sincerely, *** ***

Initial Business Response /* (1000, 7, 2016/03/17) */
We are in receipt of your February 22, correspondence regarding Revdex.com complaint case ***Ms*** complaint concerns fraudulent charges she incurred on her credit cardSupport reached out to Ms*** on March 11, and
requested additional information to investigate the chargesAs she has not provided additional information and she has disputed the charges with her bank, we informed Ms*** that we would be unable to issue refunds on those chargesWe consider this matter resolved
Initial Consumer Rebuttal /* (2000, 9, 2016/03/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The bank that issued my credit card is now dealing directly with Lyft to resolve this matter
The Lyft response provided is somewhat misleading; while they did reach out to me, they asked me to provide sensitive personal info--my credit card number--via emailIt is commonly know that providing credit card numbers via email is insecure, so I chose not to open myself up to further fraudI requested that Lyft provide my a customer service phone number with which to provide that info, and Lyft did not provide that

We are in receipt of Revdex.com Complaint Case *** ***'s complaint addresses multiple concerns regarding the Lyft platform.*** ***'s first concern is regarding pick up requests from the airportThe 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 complaintWe have reached out to *** *** to attain additional information on this matter in order to conduct an investigation.*** ***'s second concern is regarding a damage reimbursement*** *** wrote into Support on January 15, We were in correspondence with *** *** that same day to inform her that, as stated in our Terms of Service ""...Lyft reserves the right (but is not obligated) to verify or otherwise require documentation of damages prior to processing the Damage Fee."" Our agents determined that the photos submitted by *** *** show little to no damageDue to this, our agents did not process a damage fee for repairs. *** ***'s third concern is regarding financial loss from a pack of gum that *** *** reported stolenOur agents apologized for the experience but informed her that, per our Terms of Service, “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 have further clarified our Terms of Service, we consider this matter resolved."

Initial Business Response /* (1000, 5, 2015/09/10) */
We are in receipt of Revdex.com complaint case #XXXXXXXXMs*** is writing in about our new driver promotion that she didn't qualify forIn order to qualify for the promotional bonus, drivers must input a referral code or use a valid promo link
at the time the application is submittedIn response to Ms***'s correspondence on August 10th we explained that she didn't enter the code or use a valid promo link and therefore wasn't eligible for the promotion
In her reply on August 10th, Ms*** acknowledged that she didn't enter the code and claims the New Driver Promotion page does not explicitly state the need of a referral codeHowever, the New Driver Promotion page states the need for a valid code or linkMore information can be found at https://www.lyft.com/apply/help/article/XXXXXXX
We do not retroactively apply referral codesAs Ms*** did not complete the requirements for the promotion she is not eligible to receive the bonus
Initial Consumer Rebuttal /* (3000, 7, 2015/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The "New Driver Promotion" requirements page that Lyft just provided a link to did not have the code requirement at the time of my applicationI do have pictures to prove thisI demand that I receive full bonus payment immediately
Final Business Response /* (4000, 9, 2015/10/01) */
We are in receipt of Ms***'s rebuttal Revdex.com complaint case #XXXXXXXXAs stated previously, we do not retroactively apply referral codesMs*** did not complete the requirements for the promotion outlined on the Driver Promotions page thus, she is not eligible to receive the bonus

Initial Business Response /* (1000, 7, 2016/01/29) */
We are in receipt of Revdex.com complaint case #XXXXXXXXMr***'s complaint concerns Pioneer credits he received and a ride fare of $he incurredOn January 1, 2016, Mr*** wrote to SupportOn January 1st, our agents were in correspondence
with Mr*** and informed him that the $Pioneer credits he received were good for rides up to $eachFor any ride fares that are over $10, the difference is charged to the default payment method the passenger *** entered in the Lyft appAs we have further clarified the value of the Pioneer credits Mr*** received, we consider this matter resolved

We are in receipt of Revdex.com complaint case *** ***’ complaint concerns a new driver referral bonus.As stated on Lyft’s website (***), in order for a driver to get credit for referring new drivers, a friend must apply using
the driver’s code (and meet the ride requirements and other terms)Lyft’s “Referral Program Rules” (***), incorporated in Lyft’s Terms of Service (***), further provide: “If a User does not enter your Lyft Code you will not receive attribution for the referral and they will not be considered your Referred Rider or Referred Driver.” We are unable to retroactively apply referral bonuses in situations where the referral program terms were not followed.Here, *** ***'s friend didn't apply using her referral code (or used it incorrectly), which means that both of them are not eligible for a referral bonus.In the future, *** *** should make sure to have any new friends use her driver referral code when first applying.As such, we consider this matter resolved

Initial Business Response /* (1000, 5, 2015/08/17) */
In receipt of Revdex.com complaint case #XXXXXXXXMs***'s account was disabled after the creation of multiple profiles, which is a violation of our Terms of ServiceWe have sent an email to Ms*** requesting additional information; her
account will remain disabled pending a response, upon receipt of which we will be able to review her account status further
Initial Consumer Rebuttal /* (2000, 7, 2015/08/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do not accept itHowever it took weeks for a response! Weeks! I will not being using this dirty company ever againI'm an old lady!

We are in receipt of Revdex.com complaint case ***Ms***'s complaint concerns a damage fee she incurred on the Lyft platform.Before a user can access the Lyft platform, they must agree to Lyft's terms of serviceThe terms of service appear within the Lyft mobile application, and the new user must click that they "accept" the terms before they can continueLyft's terms of service state:"If a Driver reports that you have materially damaged the Driver's vehicle, you agree to pay a “Damage Fee” of up to $depending on the extent of the damage (as determined by Lyft in its sole discretion), towards vehicle repair or cleaningLyft reserves the right (but is not obligated) to verify or otherwise require documentation of damages prior to processing the Damage Fee."Ms*** 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.Additionally, our agents informed Ms*** that we are unable to process a refund at this time because she has disputed the damage fee with her bankOur agents also informed Ms*** that if she cancels the dispute with her bank, we will be able to process a full refund of the fee.As we have clarified our damage policy and informed Ms*** that we are unable to issue a refund while the fee remains disputed, we consider this matter resolved

We are in receipt of Revdex.com complaint *** *** complaint concerns a new driver promotion*** *** first wrote in concerning this promotion on May 23, Our agents were in communication with *** *** on the same day.*** *** did not apply using a promotional code, which means
that he is not eligible for a bonusAt this time, our policy does not allow us to add a code to an application retroactivelyIt is imperative that all drivers have the promotional code entered correctly before an application is submitted for considerationIn the future, *** *** should make sure to have any new friends use a promotional or referral code when first applyingTerms of our new driver promotions are available on our help centerFor more information about new driver promotions, please visit: ***As our agents have clarified our new driver promotion policy, we consider this matter resolved

We are in receipt of Revdex.com complaint case #***Ms***s complaint concerns the status of her passenger account.On July 29, 2017, *** *** was informed by our agents that we had found her to be in violation of our Terms of Service and had deactivated her driver accountAs *** *** has
been informed that we are unable to reactivate her account, we consider this matter resolved

We are in receipt of Revdex.com complaint case *** *** complaint concerns damage to his vehicle incurred on the Lyft platform.*** *** wrote into Support on May 15, to report two separate rides involving damage to his vehicleOur agents were in correspondence with *** *** the same
day to gather the required documentation to process the damage claims.Our agents informed *** *** that we were able to process the damage claim for one of the rides and had initiated charges to the passenger in question to remediate the damageOur agents also informed *** *** that we would be unable to process the second damage claim because he had not submitted the information within hours of the cited incident.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 $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 damageThe Damage Charge shall be transferred to DriverLyft reserves the right (but is not obligated) to verify or otherwise require documentation of damages prior to processing the Damage Charge.”As we have clarified our damage policy for *** *** and have issued the appropriate damage charges, we consider this matter resolved

We are in receipt of Revdex.com complaint case *** ***'s complaint concerns unauthorized charges to her credit card.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.We
have reached out to *** *** to attain additional information on this matter in order to conduct an investigation. As *** *** has not provided the necessary information in regards to these charges, we are unable to conduct an investigationWe consider this matter resolved

We are in receipt of Revdex.com customer rebuttal *** ***’s complaint concerns a damage fee she incurred from a ride she took on the Lyft platform.Before a user can access the Lyft platform, they must agree to Lyft's terms of serviceThe terms of service appear within the Lyft mobile application, and the new user must click that they "accept" the terms before they can continueLyft's terms of service state: Damage FeeIn 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 $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 damageThe Damage Charge shall be transferred to DriverLyft reserves the right (but is not obligated) to verify or otherwise require documentation of damages prior to processing the Damage Charge.Our agents have since been in correspondence with *** *** and informed her that the damage fee had been refunded.As the appropriate refunds have been issued, we consider this matter resolved

We are in receipt of Revdex.com complaint case *** ***'s complaint concerns a referral bonus with the *** *** rental program.*** *** wrote into Support on June 10, 2017, concerning a $referral bonusWe were in correspondence with *** *** the same day and informed
him that as a rental applicant, he is not eligible for the referral bonusPer the *** *** policy, ""Rental applicants aren't eligible to receive a driver-to-driver referral bonusIf they use a driver referral code when applying, the bonus amount will be $for the applicant, but the referring driver will still get the referrer bonus if the referred driver meets the requirements.""For more details on the driver referral process, please check out: ***As we have further clarified our new driver promotion policy, we consider this matter resolved