Lyft, Inc.

We are in receipt of Revdex.com complaint case *** ***’s complaint concerns *** *** rental fees.*** *** wrote into support on May 15, 2017, in regards to reimbursing his *** *** rental fees due to a recent illness which did not allow him to drive on the platform in order to
meet his rental agreementSupport was in correspondence with him that same day and prorated his rental fees for the days that *** *** was unable to drive as a one-time exception. Support also informed *** *** that he would need to return the rental vehicle in order to avoid additional charges.Additionally, we have since informed *** *** that his *** *** rental agreement states that we do not provide financial coverage for medical leave taken outside of the platform and the original rental adjustment was provided as a one-time exception.As we will not be providing any additional adjustments, we consider this matter resolved

Initial Business Response /* (1000, 14, 2015/12/09) */
Revdex.com Complaint: #XXXXXXXX
Consumer: *** ***
Complaint Date: 11/2/
Closed Date: 12/1/
We are in receipt of Revdex.com Case #XXXXXXXXMs***'s complaint concerns the fare of a ride
she took on October 19,that was charged to
her accountWe have since verified the cost of
ride and have refunded the differenceAs such, we consider this matter resolved

We are in receipt of Revdex.com customer rebuttal *** ***’s complaint concerns a cancelled ride on the Lyft platform.Our agents have refunded this cancellation charge in question on Apr 15, at 4:43:amWe have verified that this refund was processed and have no control over when a bank permits access to those funds.As we the appropriate refunds have been issued, we consider this matter resolved

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and while not all parts of the response are accurate (ieI did lodge a complaint with the company independent of the one to the Revdex.com) I find their resolution to be satisfactorySincerely, *** ***

Initial Business Response /* (1000, 5, 2015/06/24) */
We are in receipt of Revdex.com complaint case # XXXXXXXXMs*** has complained about a damage fee that was incurred when she bled on the seat of a car she rode in and our policies regarding damage fees
In the Lyft Terms of Service located in
our Help Center at https://www.lyft.com/terms we explicitly state in regards to a Damage Fee: 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 cleaning
Please note that in any case concerning biohazard materials, such as blood, we require driver's to get their vehicles professionally cleanedThis is for the safety of themselves and their families that use their vehicles when not Lyfting as well as the safety of future passengersThe Center for Disease Control considers blood as a Biologic and Infectious waste
Since Ms*** has admitted to bleeding on the seat and the damage was a biohazard material, we consider the $to be a fair amountWe certainly hope that MS*** can understand and appreciate the responsibility of paying for damage that she caused to someone else's vehicle

Initial Business Response /* (1000, 5, 2015/06/03) */
We are in receipt of the Revdex.com complaint case #XXXXXXXXMs*** has written in about a sign on bonus promotion we were running when she applied to be a Lyft driverIn order to qualify for the promotion, a code needed to be entered at the time
of her applicationMs*** didn't enter the code and as a result didn't qualify for the promotionOur siand referral process is automated which means that we are unable to retroactively apply codes in cases where they weren't entered

Initial Business Response /* (1000, 5, 2015/09/29) */
We are in receipt of Revdex.com complaint case #XXXXXXXXMs*** has requested that we delete her credit card information from our system and refund the charges made by her daughterWe are led to believe that Ms*** daughter is underaged
and her account has been addressed accordinglyDue to the nature of our business and to protect against possible fraudulent use, we are unable to provide specific details as Ms*** is not the Lyft account userOur Information Retention policies can be viewed here: https://www.lyft.com/terms
Additionally, we have identified the rides in question and refunded the charges back to Ms***' accountIn regards to her credit card information, we do not store any of our user's credit card information in our systemAll credit card information is secured and encrypted via our third-party payment processing company, StripeMs*** can find additional information on Stripe's security policy at https://stripe.com/help/securityWe would recommend that she contact Stripe about deleting her credit card data since we do not have it on file and can't accommodate this request

We are in receipt of Revdex.com complaint case ***'s complaint concerns a new driver promotion.*** created a driver application on June 21, and did not apply using a new driver promotional code (or used it incorrectly), which means that she is not eligible for a new driver promotion bonus.Lyft's policy does not allow us to honor any new driver promotions coming in from email correspondence as our new driver promotion process is automatedIt is imperative that all applicants have the promotional code entered correctly before the application is submitted for considerationFor more details on the driver referral process, please check out: ***Our agents have since followed up with *** and offered an alternative new driver incentive bonus.As such, we consider this matter resolved

We are in receipt of Revdex.com complaint case *** *** ** complaint concerns the status of her passenger account and gift card credits that were applied to her account.On May 10, 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 account.Our agents have since been in correspondence with *** *** to inform her that we were able to reactivate her passenger account. Additionally, *** *** gift card credit is still available on her account to use for future Lyft ridesOnce cash or credit is tendered, Lyft gift card purchases cannot be voided or refundedGift cards do not expire and they cannot be stacked or combined with credits not associated with that particular Lyft CardThe terms for these gift cards are available here: ***As such, we consider this matter resolved

Complaint: ***I am rejecting this response because:
I believe that Lyft is the fraud in this case in that Lyft sent me the ride request via their app at which time I accepted and contacted the rider and arranged time and place for pick. Lyft then canceled me and sent another driver telling me that the "RIDER CANCELED" this driver was farther away and the rider canceled that driver and made a second request at which time I had arrived to pick him up and learn that he (the rider) didn't cancel, but rather Lyft canceled me and sent another driver in which the rider rejected. At no time did a Lyft Representative provide me with specific information as to how or why my trip was voided, even after multiple email and phone requestsWithout a reasonable and detailed explanation, I am unable to make changes to better myself as a Lyft DriverAt no time was I asked for any information to defend myself and protect my earnings, I was not provided any Due process to defend myself or show proof that the Lyft claim is unfounded or that your app and computer system has wrongfully flagged meThere were many errors occurring during this time with the Lyft platform in my area
These are my documented facts of the canceled and voided rideOn Friday September 1, at approximately 10:45am EDST I received a ride request for a pijust several minutes away (note this ride has since mysteriously disappeared from my ride history) After accepting the ride, I recognized the location as *** *** *** *** in Emmitsburg, MDI immediately contacted the rider at 10:45am through the Lyft app at *** (as verified by the attached phone record) I asked the rider what his destination was and he advised me that he was traveling to *** *** *** ** *** *** *** I asked him if it was ok for me to take care of a couple things at my house before leave for such an unusually long trip and he agreed and told me where to meet himAs I was on-route to the pickup location the app notified me that the rider had canceledI continued to the agreed upon meeting point for pito ensure that this was not just an app errorEarly this same week on Aug - 12:PM (Receipt #: ***) I received a similar request that the app notified me that the “Rider Canceled” only to receive a second request a couple minutes later for the same riderWhen I arrived, this rider was upset that the app canceled me with a minute ETA and told him that if found a better match 20+ minutes away, he also canceled that second driver as I was closer and had a better rating. Therefore I questioned the voided ride cancelation and continued to the agreed upon location to ensure that OUR Customer received a ride and not an error
When I arrived at the passenger location of the voided ride the rider approached me and asked me what was going on with Lyft. I explained that I was notified that he had canceled the ride and he told me that was not the case that Lyft told him that they found him a better match and was also 20+ minutes away. He also told me that he spoke with that driver and explained to him that he already had a driver and that I was there to pick him up and he then canceled the second driver. This is where I can only believe that the other driver reported this as defrauding the Lyft Platform not realizing the true facts that had transpired prior to him receiving the ride. The rider explained that he had canceled the ride and wish to have me complete the ride as we had originally agreed upon through the Lyft platformAt this point the passenger made another Lyft request and I again accepted it and took the passenger to his destinationIt is the fault of the Lyft app/platform and nothing that I did to intentionally defraud the Lyft platform
Later this same evening on Friday September 1, while online in *** **, I received a ride request and it was yet another “Rider Canceled” notification. Being frustrated with so many “Rider Canceled” notifications in the past week, I decided to call Lyft to report it and see if they could provide a reason why this was happening. As I was discussing this with a Lyft Rep while on my Bluetooth devise, I picked up a Lyft rider (Sep - 7:PM (Receipt #: ***) that overheard the conversation, said that the same circumstances just happened to her, The Lyft platform paired her initially with a driver that was only minutes away but then canceled him and sent it request to me with a minute ETAShe said that the app told her that it found here a better match…she too was upset that she had to wait 2-times longer for her Lyft ride to arrive because the app made a change
I have attached a copy of my phone record showing that I contacted the rider through the Lyft platform after receiving the first request through the Lyft platform
I have submitted written requests of dispute to Lyft via email and USPS and have not received a response to my requests. I continue to receive the same exact response that was provided to this complaint without details of how or why they feel I defrauded the Lyft system. I have asked Lyft to contact me to talk about this however they no longer respond to my requests via the Lyft platform or Lyft emails. They have kept my earnings and the customers money without no specific reason why. This is America and I believe I should have the right to DUE PROCESS and defend myself vsjust being charged and convicted through the Lyft system
Sincerely,
*** ***

Complaint: ***I am rejecting this response because: I made it explicitly clear I do not want a ride credit because I have no intentions to ever use their ride share service againAlso I have received nothing even telling me how I use the credit I was charged about dollars between cancelation fee and the charge from the driver screwing up how do I even know I was issued something equalSincerely,*** ***

We are in receipt of the consumer rebuttal in case *** ***' complaint concerns charges she incurred on her credit card.Our agents were in correspondence with *** *** on June 4, to request that she submit appropriate documentation for us to complete an investigationAs *** *** did not provide the appropriate documentation, our agents are unable to move forward with an investigation.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: "you are the sole authorized user of your accountYou are responsible for maintaining the confidentiality of any password provided by you or Lyft for accessing the Lyft PlatformYou are solely and fully responsible for all activities that occur under your User account, and Lyft expressly disclaims any liability arising from the unauthorized use of your User account."As such, we consider this matter resolved

Complaint: ***I am rejecting this response ***ause:Sincerely,*** ***
They didn't respond to my actual complaintI lost money using their service *** they didn't train their employeeThey claim to train themThey don'tHe lied to meThen charged meThen drove off

We are in receipt of Revdex.com complaint case *** ***'s complaint concerns his Driver account status.On May 16, 2017, *** *** was informed by our agents that he had fell below Lyft's cancellation threshold and his account had been deactivatedBefore 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 continue.Lyft's Terms of Service state: "Term and Termination: Lyft may terminate this Agreement or deactivate your User account immediately in the event: (1) you no longer qualify to provide Services or to operate the approved vehicle under applicable law, rule, permit, ordinance or regulation; (2) you fall below Lyft’s star rating or cancellation threshold; (3) Lyft has the good faith belief that such action is necessary to protect the safety of the Lyft community or third parties."As *** *** has been informed that we are unable to reactivate his account, we consider this matter resolved

We are in receipt of the consumer rebuttal in Revdex.com complaint case ***Ms***'s complaint concerns the status of her passenger account.Ms*** wrote into Support on August 3, Our agents were in correspondence with Ms*** that same day to inform her that we had found her to be in violation of our Terms of Service and had deactivated her passenger account while we investigated the matter.Our agents have since been in correspondence with Ms*** to inform her that we were able to reactivate her passenger account.As such, we consider this matter resolved

Complaint: ***
I am rejecting this response because: they need to let me know what I did to violate the terms of my accountThey have yet to tell me what caused this
Sincerely,
*** ***

Initial Business Response /* (1000, 7, 2016/01/18) */
We are in receipt of your December 31, correspondence regarding Revdex.com case number XXXXXXXXLyft's support team addressed Ms***'s concerns on December 30th
Our actions were to inform Ms*** 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 platformWe 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***'s account was automatically removed by his bank shortly after he emailed us
As we have addressed Ms***'s concerns and the funds were released, we consider this matter resolved

A few hours ago I put in a complaint with ***The company has reached out and advised they will provide me with a refundI need to cancel the complaint or rather close it as satisfiedHow can I do that?
Thank you,
*** ***

Complaint: ***I am rejecting this response because: I was told that new drivers would be eligible for a five hundred dollars bonus after giving rides to customersAt no point was I told or instructed to enter any promotional codesThis is dicepted practice which is not right and should not be allowedMy dispute remains not satisfied and I am not accepting this responseLyft needs to be a good corporate citizen and honor ad which states new drivers would receive $bonus after ridesI held up my half and now they should do the same.Sincerely,*** ***

We are in receipt of Revdex.com complaint case ***
***'s complaint concerns the status of her passenger and driver account*** wrote into Support on August 11,
Our agents were in correspondence with ** *** that same day to inform her that we had found
her to be in violation of our Ter** of Service and had deactivated her passenger and driver account while we investigated the matterOur agents have since been in correspondence with *** to inform her that we were able to reactivate her passenger and driver account
As such, we consider this matter resolved