Lyft, Inc.

Initial Business Response /* (1000, 5, 2015/08/08) */
We are in receipt of Revdex.com complaint #XXXXXXXXMr*** wrote in to support requesting deletion of his account and credit card on August 1, On August 3, 2015, Mr*** was notified that his account was disabled per his request
In
response to Mr***' request to remove his credit card, Lyft's general information retention policies are governed by our Terms of Service (in particular, "Information Retention" lyft.com/terms) and does not retain credit card information on our serversAll credit card information is secured and encrypted via our third-party payment processing company, StripeAdditional information on Stripe's security policy can be found at stripe.com/help/security
We have reserved direct phone access to only calls having to do with accidents or safety-related incidentsWe handle all support cases via email
Mr*** intended to schedule a ride with LyftHowever, Lyft is an on-demand ride-service platform
Initial Consumer Rebuttal /* (3000, 7, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had to move heaven and earth to reach a live body at Lyft, after numerous attemptsEventually, I did, and was informed verbally,that it would beI was never contacted by Lyft with a confirmation, that my account was, in fact, cancelledMy debit card was improperly charged by Lyft, and I was forced to close my bank account, to avoid future unauthorized chargesThey use incomprehensible and predatory practices to steal money! They must stop!
Final Business Response /* (4000, 9, 2015/08/26) */
We are in receipt of Mr***' rebuttal to Revdex.com case #XXXXXXXXWe have been in correspondence with Mr*** as of August 3, to confirm his account was closedSince we have reopened our internal case regarding this, we consider the Revdex.com case closed until ours is resolved
Final Consumer Response /* (4200, 11, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again, more evasive, obfuscating language from Lyft, without ever addressing the issueAs far as I know, it s still practically impossible to delete a Lyft account, once opened (even if opened accidentally, like in my case, because of a colossal lack of transparency on their website, as to how they operate) and virtually impossible to reach a live body (except for accidents) at Lyft, to resolve issuesI wish to pursue my complaint, until my issues are reseolved, for the sake of other people not having to suffer what I have
Thanks Revdex.com!
***
XXX-XXX-XXXX

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHOWEVER, I was not given an explanation for why this happenedAdditionally, while I appreciate the re activation of my account, I was ignored for a few days and due to medical issues including a scheduled sleep study, I had to scramble to make arrangementsI alerted Lyft to this fact in the beginning of this debacle but didn't receive any response until after the factI will continue to use Lyft as I've had(2) very scary Uber experiencesLyft is safer and for the most part, a good customer experienceThank you Revdex.com for your time and effort!Sincerely, *** ***

We are in receipt of Revdex.com complaint case #***Ms***'s complaint concerns the status of her passenger account.On August 3, 2017, Ms*** was informed by our agents that we had found her to be in violation of our Terms of Service and had deactivated her passenger account.As Ms*** has
been informed that we are unable to reactivate her account, we consider this matter resolved

Initial Business Response /* (1000, 14, 2015/12/09) */
Revdex.com Complaint: #***
Consumer: ***
Complaint Date: 10/22/
Closed Date: 11/23/
We are in receipt of Revdex.com Case #***Ms.*** complaint concerns a ride cancellation
fee that she incurredOn October 20, 2015,
Ms*** wrote to SupportOn October 21st, the
cancellation fee was reversed and as such, we consider this matter resolved

Initial Business Response /* (1000, 5, 2015/05/13) */
We are in receipt of Revdex.com complaint case #XXXXXXXXMs*** is issuing a complaint about Prime Time pricing that was applied to a ride she tookAs we explained in reply to her correspondence on January 21st, Prime Time pricing will never be
charged to a passenger *** first receiving the explicit consent of the passengerThis comes in the form of an additional interstitial screen in which users must confirm their consent before they can request a vehicleAs she consented to the price increase, there is no refund to be given
Initial Consumer Rebuttal /* (3000, 7, 2015/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My concern is that businesses are allowed, specifically Lyft, to create opportunities to overcharge for simple services creating verbiage and legal jargon to cover their unfair business practicesAs explained, Lyft does not have immediate customer service, and in the moment, when I attempted to input my credit card number (multiple times) I received an inaccurate prompt that my card was not going through having to continuously work with the site until it didWhen I finally received a prompt saying my card went through (which apparently it did all of the times as evidenced on my monthly bank statement) I began to sense that Lyft's online product was unreliable and unclearStill a novice to Lyft's business practice (I registered within an hour of requesting the service), I believed I approved a straight forward service and its respective amount, not an additional, unrelated amount and attempt to attain more money than the ride was worth under an obscure title and unjust excuse for revenueI find Lyft to be inaccessible when needed in the moment as well as lacking of the simple respect for their customers by not taking advantage of the customer's support of their businessI maintain my request for reimbursement
Final Business Response /* (4000, 9, 2015/06/03) */
We are in receipt of the rebuttal to our response of Revdex.com complaint case #XXXXXXXXMs***, has written back about issues that she was having with entering her credit cardIf there are any issues with entering a card's number to our system, our system will not record the card and the user will have to re-enter itUpon a successful addition of the card to our system, we, like many other businesses, apply a pre-authorization charge to test the validity of the cardThis is done as a precaution against fraudMs*** has also said that she approved a straight forward service and its respective amount, however, we do not give price quotes for classic Lyft ridesWe also provide an interstitial screen which users must confirm their consent before they can request a vehicleAs Ms*** consented to the price increase, there is no reimbursement to be given
Final Consumer Response /* (4200, 11, 2015/06/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I maintain that as a first-time user of Lyft's services I received a number of prompts from the Lyft app saying it was unable to receive my account information to activate the accountThought I received these prompts my bank statement for that day confirms the exact number of attempts for credit card with multiple "pre-authorization charges"Should you have need I will gladly submit a copy of the statement with those chargesI also maintain that Lyft's app is not the clearest and reliable as was evident by the inaccurate prompts I receivedThat your company believes they have a right to not offer quote for "classic Lyft rides", a term a new customer would have no idea about especially if they are attempting to activate and reserve a car in the momentI used Lyft's service only because a friend suggestedthe lack of a person-to-person opportunity to clarify customer concerns combined with Lyft's policy of not offering quotes for irrelevant charges, charges that actually have nothing to do with the actual service/mileage/ride (an additional attempt to increase revenue), is problematicThis practice and the ability to use legal verbiage to justify unfair business practices is shameful and takes advantage of a customers trust of a simple desire to pay for a simple serviceLyft has shown itself to be unavailable to me as customer while being diligent about maintaining its human invisibility and inaccessibility when their customers has needThis one-sided business practice, shown from the first encounter, does not work for me and I believe should not be allowed even with clever legalitiesMy request for reimbursement stands

We are in receipt of Revdex.com complaint case ***’s complaint concerns a new driver promotion.As stated on Lyft’s website (***), 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 applicationLyft’s website clearly states that if drivers don't enter a code when starting their application, they are not be eligible for this promotionWe are unable to retroactively apply promotions in situations where the promotion terms were not followed.Here, *** created a driver application on July 10, using a promotion code for $At that time, he did not enter the new driver promotion code for $Under Lyft’s New Driver Promotion policy, this means that he is not eligible for a new driver promotion bonusWe encourage *** to keep an eye out for other types of promotions.As such, we consider this matter resolved

We are in receipt of the consumer rebuttal in Revdex.com complaint case *** *** complaint concerns referral promotions.In order to be eligible for a referral bonus, a referee must enter the promotional code or follow the link the referrer provides when they first create an account or applicationThe users referred by Mr*** did not sign up using *** *** 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 a new user account or application retroactively.Any suggestions by support agents that *** *** referral link may not have worked properly was incorrectThe company has followed up with the agents involved to clarify the situation and avoid any confusion in the future.As we have clarified our referral terms and followed up with the agents in question, we consider this matter resolved

Lyft has sent me responses from different customer service email agents and I have complied and respondedI have sent statements of my debit card transactions with charges and explanations,dates,and times, and fees associated with themI also told them one of the statements will be sent asap and I am.my houshold has been diagnosed with the flu virus and pneumonia and needed more time, I submitted documents I had so far and haven't been able to get a reliable source to emaile back regarding this matterLyft is continuously confronted me with an associate of mines using my card and I have told them.it wasn't the caseLyft knows they billed me multiple times in a day's period, billed me for cancellation of rides when I rejected rides in the seconds they would send me a driver after I've complained about the exact driver in emailsI never allowed anyone to gain access to my cardI did however mention day of my relatives funeral the driver had knowledge of my debit cards and cellphone in her car because she checked back seats at my front door and she pulled off and I realized it and contacted Lyft immediately and she brought it back minutes later but admitted of knowing it was left, she hadn't picked another rider up so it was impossible for anybody else to had written my debit cards numbers down but herI have another debit card which also have same multiple charges onLyft never admit errors via Revdex.com only when you email them and they always give you a different person and it's never easy to explain something to someone who is not familiar to the whole storyI tried and realized I was a loyal customer and this is how they treat meSame as Uber had a security breech but now they want to pretend I allowed this to happenJust give me my money back. Complaint: ***I am rejecting this response because:Sincerely,*** ***

We are in receipt of Revdex.com complaint case ***Ms***’s complaint concerns a damage fee that she has incurred on the Lyft platform.Before a user can access the Lyft platform, 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 she "accepts" the terms before she can continue to use the service. 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.However, after reviewing the damage to the driver's vehicle and the proof against her, we have elected to refund the damage fee's originally charged to Ms***.As we have clarified our damage policy and refunded the damage fees, we consider this matter resolved

Complaint: 11484350I am rejecting this response because: see below how I originally applied for lyft if you access the link you will see there was no code given or asked forI want to receive my $immediately or I would like to request that the Revdex.com shut down Lyft for advertising and refusing to honor what they advertisedI made the rides within the time frame required making money for Lyft and I deserve to receive my bonus
Then explain this please:Get $1,by driving with Lyft in San FranciscoApply here, and give rides in days: ***Terms apply.I am expecting to get the $soon.Thank you,JulioSincerely,Julio Romero

Initial Business Response /* (1000, 14, 2015/12/09) */
Revdex.com Complaint #***
Consumer: ***
Complaint Date: 10/20/
Closed Date: 11/16/
We are in receipt of Revdex.com Case #***Ms*** complaint concerns a payout of $
that had not gone through successfullyMs
*** has written to Support on October and
October 16, On October 16th and 17th, we were in correspondence with Ms*** and
advised Ms*** to update her banking information to allow for successful payoutMs
*** payout was successfully completed on 10/20/We consider this matter resolved

Initial Business Response /* (1000, 7, 2016/01/10) */
We are in receipt of Revdex.com complaint case ***Mr*** complaint concerns a ride fare he incurred, which he felt was higher because of the route his driver tookOn December 12, 2015, Mr*** wrote to SupportOn December 15th,
we were in correspondence with Mr*** and recalculated his ride fare, refunding him $As we have refunded Mr*** the difference of his ride fare, we consider this matter resolved

Revdex.com:I have reviewed the response made by the business in reference to complaint ID 12175520, and find that this resolution is satisfactory to meSincerely, *** ***

Initial Business Response /* (1000, 15, 2015/12/09) */
Revdex.com Complaint: #XXXXXXXX
Consumer: *** ***
Complaint Date: 10/22/
Closed Date: 11/23/
We are in receipt of Revdex.com complaint case #XXXXXXXXMr***'s complaint concerns a new driver
referral bonus promotion that he did not
receive because he had not started his application within
the required timeframeThe specific referral bonus promotion Mr*** wished to qualify for
required an application be submitted between February and 27, and that the applicant
were approved as a driver and gave their first ride before March 5,
Mr*** had started a driver application on February 18th, On February 27th, Mr***
wrote to Support to request that his friend's referral code be added to his application so they
would both receive $referral bonusesOn March 1st, we were in correspondence with Mr
*** and informed him that we are unable to manually add referral codes so he and his friend
would not receive the referral bonusesOn March 1st, Mr*** replied to Support and requested
we review his bonus eligibilityOn March 2nd, we were in correspondence with Mr*** and
further explained that Mr***'s application was begun on February 18th and therefore he was
not eligible for the bonus, which required the application to be started between February 26th and
27thWe consider this matter resolved
Initial Consumer Rebuttal /* (3000, 17, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the reply buy Lyft did not accurately represent the dates nor the nature of the interactionsI contacted Lyft on 2/10AM PST and they did not respond to me until 3/XX X:XXPM not 3/1, and in this time-sensitive case, time was crucialI replied immediately again on 3/XX X:XXPMI had also tried calling day of on 2/for immediate contact, but received no response
After they said they could not use their system properly to apply the code, I had asked them to cancel my application that I had started on 2/& never finished, so I could apply during the 2/26-$promotionThey didn't do so and kept delaying correspondence until ultimately not responding which is why I started this Revdex.com complaint
I had asked them to delete all of my application since it had very important personally identifiable information (PII) like my full name, address, and even drivers license number and I believe social securityThere are several laws governing companies' use of PII due to its sensitive natureLyft did not complythis is the same issue with Google and the EUIn fact, they even sent me an email in error months later saying I was another person/ driver (with different name and picture) and had done my first 5-star rideThis was immensely concerning since it showed that they were mishandling both mine and others' informationI am sick of tech companies in SF who think they can just do whatever they want, make mistakes and get away with it, and are above the common person
I think all parties can see that I should have been able to delete my application with PII on my own instead of needing to ask Lyft to do so on my behalf, to which they didn't even comply and further mishandledThen, having my application deleted, I should have been able to qualify for the promotion on 2/by applying thenTherefore, I still expect Lyft to honor the promotion for me in order for this case to be considered resolvedThank you,

Complaint: ***I am rejecting this response because there are numerous times that I've been charged a NO SHOW or CANCELLATION FEE and have not requested a ride and the courtesy of a response to my email was NEVER given to me as a customer of Lyft
On February 16th after advising Lyft that due to their practices I would be contacting your office, a note was emailed advising that I would see a $credit in 3-business days of the message
Many times I have taken a Lyft and although the driver has GPS, I end up directing the driver to where I am going, this is UNACCEPTABLE to me as a rider of Lyft and when I have advised of these instances once again the courtesy of a response to my email was NEVER given to me as a customer of Lyft
I am very dissatisfied with their level of customer service!
Sincerely,*** *** ***

We are in receipt of the consumer rebuttal in Revdex.com complaint case *** ***'s complaint concerns an accident he was involved in on February 1, 2017.Our agents contacted *** regarding the accident*** informed our agents that they are waiting on *** to complete their process and determine if a deductible is owed*** also informed our agents that once the *** process is complete and any deductible owed is paid in full, *** can review *** ***'s case.Our agents emailed *** *** on May 9, to inform him of the information *** provided regarding the claim.As we have contacted the appropriate parties regarding *** ***'s claim and informed him of the next steps, we consider this matter resolved

We are in receipt of Revdex.com complaint case *** ***’ complaint concerns his *** *** rental deposit. *** *** wrote into Support on June 13, Our agents were in correspondence that day. Our agents informed *** *** that he will be charged for the rental
everyday the vehicle is in his possession, including the day it is returnedWe also informed *** *** that the deposit has been refunded, and that rental charges for June 5th were taken out of the deposit. As we have clarified *** ***' *** *** rental charges, we consider this matter resolved

We are in receipt of the consumer rebuttal in complaint case ***'s complaint concerns how to contact Lyft Support.For car accidents, regulatory incidents, or safety-related incidents, contact Lyft's 24/Critical Response Team by visiting ***Additionally, for non-emergency related issues, *** may reach out to Support by creating a new request here: ***As such, we consider this matter resolved

Final Consumer Response /* (2000, 15, 2015/12/01) */
The complaint was resolved issuing partial credit to my cc + Lyft creditResponse time is lengthy but the Lyft credit turned out to be a good consolationI had planned to never use Lyft again, but with the resolve, I have used my Lyft credit
and feel satisfiedThe driver(s) have been reputable

We are in receipt of Revdex.com complaint case ***’s complaint concerns unauthorized charges on his credit card*** did not write into Support to report unauthorized charges on his credit cardOur agents were in correspondence with *** on September 15, to request more
information about the charges in question in order to conduct an investigationOnce *** provided the requested information, we informed him that we were able to find the account creating the charges and had placed a hold on it to prevent any further activity.Our agents also confirmed that all unauthorized charges have been refunded.As we have addressed the unauthorized charges with ***, placed a hold on the account creating the charges, and confirmed the charges have been refunded, we consider this matter resolved