Lyft, Inc.

We are in receipt of the consumer rebuttal in case #***Ms***s complaint concerns the status of her passenger account.Per our Terms of Service under Section 16: "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..."Our agents have informed *** *** that we deactivated her passenger account as we found her to be in violation of our Terms of Service, and that we are unable to reactivate her account.As such, we consider this matter resolved

Complaint: ***I am rejecting this response because: First I would like to know how I violated terms and agreements? These people not only left me stranded but will not even give me a reason why? And if it was so bad and warranted them suspending my account how was my account reinstated?AAlso I had with gift cards valued at each and now I only have 1? Where is my other gift card?Sincerely,*** ***

Complaint: ***I am rejecting this response because: What part of I WAS LATE TO WORK BECAUSE OF THE GLITCH IN THE SYSTEM do you not understand? I submitted an alternate card on the same day I had the issue to cover the $chargeYour stupid system tried to charge the card the $tip PLUS the charge for my rideIt took almost a week for you to clear up the confusionSo I need to be paid for what I would have been charged$20.66. Sincerely,Robyn ***

Initial Business Response /* (1000, 5, 2015/04/14) */
We are in receipt of the Revdex.com complaint case# XXXXXXXXMr*** has written in about a $driver referral bonus that he didn't receiveWe replied to Mr***'s correspondence on March 19, and explained that he applied to be a driver
once the promotion had already ended on March As a result of applying after the promotion had ended, Mr*** did not qualify for the referral bonus
Initial Consumer Rebuttal /* (3000, 7, 2015/04/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is unacceptable because they are perpetrating and maintaining a lieI applied BEFORE the 3rd AND in time to receive the bonusI will simply have to bring action
I cannot fathom why a business would shirk their word over dollars - and given the potential of bad pressOR if it was an 'innocent' mistake, why they have not corrected the matter and their positionAlso - it should be noted that after the introduction of the promotion and their subsequent realization that they were getting overwhelmed; they issued a statement CHANGING/revising the parameters and requirements for anyone else that signed up - which indeed had different time structureHowever that would NOT affect anyone mid-process because strictly legally speaking that would clearly amount to 'fraud in the inducements'
Final Business Response /* (4000, 9, 2015/05/05) */
We are in response of Mr***'s rebuttal to Revdex.com complaint case #XXXXXXXXWe have attached our official response as a .pdf file along with supporting documentation in a second .pdf filePlease let us know if you have any other questions

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

We are in receipt of Revdex.com complaint case *** *** complaint concerns an inspection reimbursement.Lyft has reached out to *** *** and informed him that we will be issuing him a check in the amount of $Therefore, we consider this matter resolved

We are in receipt of the consumer rebuttal in Revdex.com complaint case ***Mr*** complaint concerns a ride cancellation fee.Our agents have verified that the $cancellation fee in question has been refundedAdditionally, we have no control over when Mr*** bank permits access to these funds.As such, we consider this matter resolved

We are in receipt of *** complaint case ***Ms*** complaint concerns coupons she received on the Lyft platformMs*** first wrote into support concerning credits on her account on September 23, Our agents responded on the same day and clarified that the new user coupons that
were originally applied to her account had since expiredThe agent applied additional ride credits to her account and explained that there would be $ride credits in her accountMs*** ride credits were then applied to her next ridesMs*** followed up with support and asked about her ride creditsOur agents continued correspondence with Ms*** and clarified that her credits had already been applied to her ridesSupport agents also provided instructions for how to participate in the *** Rewards promotionAs such, we consider this matter resolved

We are in receipt of Revdex.com complaint case *** ***’s complaint concerns a ride cancellation fee.*** *** wrote into Support on May 8, Our agents were in correspondence with *** *** the same day and informed her that we had refunded the $cancellation fee in question and granted
her a ride creditWe have verified that this refund was processed and have no control over when a bank permits access to those funds.As we have refunded the cancellation fee in question and issued a ride credit, we consider this matter resolved

We are in receipt of the consumer rebuttal in case *** ***' complaint concerns how to contact Lyft Support.We were in correspondence with *** *** on August 20th, to inform him how to contact Lyft Support by phone.As we have clarified how to contact Support, we consider this matter resolved

We are in receipt of Revdex.com complaint case *** ***’s complaint concerns a damage fee that he has incurred on the Lyft platform.Before a user can access the Lyft platform, he 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 "accepts" the terms before he can continue to use the service. 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.”*** *** acknowledged that Lyft may charge his credit card for damage caused by his use of the Lyft platform when he accepted Lyft's Terms of Service.As we have clarified our damage policy, we consider this matter resolved

We are in receipt of Revdex.com complaint case #***'s complaint concerns charges for a Lyft ride that her husband requested on his Lyft account.*** ***'s husband reached out to Support on July 23, We were in correspondence with ***'s husband that same day to inform him
that all the appropriate refunds have been made.As such, we consider this matter resolved

We are in receipt of Revdex.com complaint case *** ***’s complaint concerns a ride taken 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: 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.As we have clarified our Term of Service we consider this matter resolved

Initial Business Response /* (1000, 5, 2015/08/17) */
We are in receipt of your August 11, correspondence regarding Revdex.com case number #XXXXXXXXLyft's support team addressed Mr***'s concerns on August 13,
Our actions were to inform Mr*** 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 Mr***'s account was automatically removed by his bank shortly after he emailed us
We have gone ahead and refunded the ride due to promotional confusion, as well as re-issued the promotional creditSince we have refunded the charges and issued the correct promotion we consider this matter resolved

We are in receipt of *** complaint case #***Ms*** complaint concerns charges for a ride that she did not take*** *** reached out to Support on August 24, We were in correspondence with *** *** on August 24th, and informed her that we had refunded the ride in question and
applied a $credit to her accountWe also informed *** *** that she would need to reach out to her bank in regards to any overdraft fees that were incurred due to this.As we have refunded the ride in question, applied a credit to Ms*** account, and informed her that she must reach out to her bank about overdraft fees, we consider this matter resolved

Complaint: ***I am rejecting this response because:
As I have previously mentioned, the terms are too ambiguous when you sign up to drive The terms for the weekly guarantee say your promotional code must be for a new driver and that the code must be valid I met both of those criteria The terms do NOT say that there are specific codes for a weekly guarantee I understand the terms say that you will not receive any sign on bonuses and I did not expect to receive the bonus, I expected to receive the weekly guarantee that I read about on the website
Below you will see my weekly earnings and the amount that Lyft owes me for the Weekly Guarantee
August 15-21, I earned $plus 20% Power Drive Bonus $to total $(Missing $for Weekly Guarantee)
August 22-28, earned $plus 20% Power Drive Bonus $to total $(Missing $for Weekly Guarantee)
August 29-September 4, I earned $plus 20% Power Drive Bonus $to total $(Missing Weekly Guarantee)
September 5-11, I earned $plus 20% Power Drive Bonus $to total $(Missing $Weekly Guarantee)
As you can see, I earned $over the four week period Lyft did not pay me the Weekly Guarantee that I am due in the amount of $ Over the four week period I met all the goals required, driving hours a week, driving rides a week, and maintaining a 90% acceptance rate
If Lyft will not honor the Weekly Guarantee that I believe I signed up for I would like this issue to go to the next step of the dispute resolution
Sincerely,*** ***

We are in receipt of Revdex.com complaint case *** ***’s complaint concerns the deletion of his email address from Lyft.*** *** did not write into SupportOur agents have since been in correspondence with him regarding the emails he receivedAdditonally, we do not have his email address in
our system and these emails are not originating from Lyft.As we have clarified that we do not have *** ***'s email address in our system, we consider this matter resolved

We are in receipt of Revdex.com complaint case *** ***'s complaint concerns an accident he was involved in on February 1, 2017. *** *** contacted our Critical Response Line on February 1, Our agents filed an incident report for the accident and informed *** *** that our Trust
and Safety team would be in contact with himOur Trust and Safety team was in correspondence with *** *** the same day to inform him that his driver status had been temporarily deactivated due to the damage to the vehicleOur Trust and Safety team also informed *** *** that we would be able to reactivate his driver account once he submitted the necessary vehicle documentation. *** *** wrote into Support on March 23rd regarding the status of his driver accountOur Trust and Safety team was in correspondence with *** *** on March 27th, to inform him that we had approved his vehicle documentation and reactivated his driver account. As such, we consider this matter resolved

Initial Business Response /* (1000, 7, 2016/01/29) */
We are in receipt of Revdex.com complaint case #XXXXXXXXMr***'s complaint concerns a ride he took and the complaint he submitted to Lyft Support regarding the driverOn December 19, 2015, Mr*** wrote to SupportOn January 6th, our agents
informed Mr*** that we had taken the appropriate and necessary actions with the driver based on his feedbackAdditionally, Support provided Mr*** with ride credit and has since refunded his ride fareAs such, we consider this matter resolved
Initial Consumer Rebuttal /* (2000, 9, 2016/02/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: ***I am rejecting this response because: The business never explained which terms of service were supposedly violated and they never made a phone call to discuss the issueLyft customer service is a joke.Sincerely,*** ***