Lyft

We are in receipt of Revdex.com complaint case [redacted] [redacted] ***'s complaint concerns an accident with a vehicle on the Lyft platform[redacted] wrote into Support on May 17, 2017, stating that he was involved in an accident with a driver on the Lyft platformWe have followed up with all parties and taken actions in line with our Terms of Service.As we have provided [redacted] with all the information he needs and followed up with all parties, we consider this matter resolved

We are in receipt of Revdex.com complaint case [redacted] [redacted] complaint concerns a new driver incentive[redacted] wrote into Support on June 27, Our agents have since been in correspondence with [redacted] extending his deadline in order to complete the requirements to earn his new driver incentive.As such, we consider this matter resolved

Initial Business Response / [redacted] (1000, 5, 2015/07/30) */ We are in receipt of Revdex.com complaint case #XXXXXXXXIn this case, Ms [redacted] has complained about an issue regarding some promotional credits we issued herDue to some miscommunication there was a misunderstanding of when the credits would be applied to her accountWe have gone ahead and issued the ride credits to her account and have also refunded the rides that were taken between the time she received the email informing her of the promotion and when the credits were actually applied to her accountSince we've refunded the charges and have issued her the refunds we consider this matter resolved Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/08/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Lyft has taken care of this matter

We are in receipt of the consumer rebuttal in case [redacted] [redacted] complaint concerns a ride she requested on the Lyft platform[redacted] wrote into Support on June 12, Our agents were in correspondence with [redacted] the same day to inform her that the concerns she brought to our attention had been investigated, and that we had followed up with the driver in question to take the appropriate and necessary actionsOur agents also informed [redacted] that she would not be paired with the driver in question again on the Lyft platform.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 serviceAs stated by 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 such, we consider this matter resolved

Initial Business Response / [redacted] (1000, 5, 2015/05/20) */ We are in receipt of the Revdex.com complaint case #XXXXXXXXMs [redacted] has written in about receiving follow up communication from us in regards to her driver applicationAs a result of her feedback from that call we have removed her from our call logs and will no longer be in contact with her about thisWe hope that this resolves this issue for her

We are in receipt of Revdex.com complaint case [redacted] [redacted] 's complaint concerns a Lyft Pass passenger promotion [redacted] wrote into Support on August 9th, concerning his request to purchase Lyft Pass credits for his accountOur agents were in communication with [redacted] to inform him that the Lyft promotional credit in question was not available for his active account and that the email that [redacted] received referred to a promotion that was available exclusively for a duplicate account that [redacted] had created using the same email address as he used on his active account As stated by our Terms of Service, “All sales final, Pass is nonrefundable, has no cash value, is not redeemable for cash (except as required by law), and may not be transferred, exchanged or resold Limited quantities available...Pass offer valid only for users who received it directly from LyftPass does not guarantee the availability of any trips.”As we have further clarified the promotional terms, we consider this matter resolved

Initial Business Response / [redacted] (1000, 5, 2015/06/18) */ We are in receipt of Revdex.com complaint case #XXXXXXXXMr [redacted] has complained of promotional ride credits that he didn't receiveGiven the email address that he supplied us with we are unable to find the correspondence he refers to in our system If he would like to provide us with the email address he used to contact us about his issue, we'll be happy to look into this furtherAs it stands though, 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 Business Response / [redacted] (1000, 16, 2016/01/05) */ We are in receipt of Revdex.com complaint case # [redacted] Ms[redacted] complaint concerns a $referral bonus that she had not receivedOn October 21, 2015, Ms [redacted] wrote to SupportOn December 4th, we were in correspondence with Ms [redacted] and issued the referral bonusAs we have issued the referral bonus, we consider this matter resolved

We are in receipt of Revdex.com complaint case [redacted] [redacted] complaint concerns a new user promotion[redacted] wrote into Support on May 19, Our agents were in correspondence with her the same day to inform her the promotion she was referring to expired April 22, Additionally, our agents awarded [redacted] three additional $credits for future use As such, we consider this matter resolved

We are in receipt of Revdex.com complaint case [redacted] [redacted] ***’s complaint concerns a damage fee incurred from 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: 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[redacted] 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 ServiceAs we have clarified our damage policy we consider this matter resolved

Initial Business Response / [redacted] (1000, 14, 2015/12/09) */ Revdex.com Complaint: # [redacted] Consumer: [redacted] Complaint Date: 10/14/ Closed Date: 11/16/ We are in receipt of Revdex.com complaint case # [redacted] Ms [redacted] complaint concerns an increased ride fare due to Prime Time pricing and multiple cancellation feesOn October 12, 2015, we were in correspondence with Ms [redacted] and informed her that the amounts she saw on her bank statement were preauthorization holds and not cancellation feesWe also informed her that Prime Time pricing will never be charged to a passenger without 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 Ms [redacted] disputed the charge, we have been unable to successfully authorize the ride fare and have disabled her accountAs such, we consider this matter resolved Initial Consumer Rebuttal / [redacted] (3000, 16, 2015/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Lyft is incorrect is stating what Ms [redacted] actual and factual complaint was to Revdex.comBelow is actual complaint by Ms [redacted] : Quote: "Charged a 'Prime Time' rate of 150% and not advised by Lyft driver, nor their App of this before handNo way to reach them no customer service." End Quote Note: The rest of complaint may be read on Revdex.com site complaint page I filedIn it there is no mention of pre-authorization cancellation fee at all, but does explain my experience in truth and fact and with a witness 1.aThere was NO mention of preauthorization charges in original complaint But, since Lyft brought it up there is a thorn in my paw about the practiceI read the "Lyft Terms of Service" Agreement and am familiar with pre-authorization chargesThese charges are for 'testing' my (and yours) credit card to see if it works and then the Company goes back and cancels the $pre- authorization fee, but not immediately, sometimes - days laterInteresting that this would take so longLyft holds those fees and well, that adds up to an awful lot of $cancellation fees being held by Lyft for that longIt's just a shoddy way to operateI'm sure Lyft has an explanation for this tooThey will say, it's 'your bank' or something similar to deflect their real activitiesThis was not the main complaint 1.bLyft states they were in communication with me on OctWhat? Yes, after NUMEROUS calls and emails with no response from LyftLyft did not call meYes, there was finally a person who answered the telephoneWhat kind of [redacted] company has this terrible customer support? Companies like this don't last very long because of their inability to solve a problem like an adult and not a spoiled childI'm not holding my breath this will happen with LyftI finally was able to reach a woman, someone who sounded like a very inexperienced person off the street, ...untrained and no clue ....to answer the phone and she was very very young and sounded very lah- -de-dah and ho-hum and had no real answersShe sounded a bit like one of those [redacted] who upon being asked a question gives a totally non sensical answer mixed with words put together that mean nothingI asked to speak to her Supervisor and she said to hold on and then disconnected meNow, that solves a lot of problems - just disconnect and she can't call backThis is Lyft's answer to solving problemsDisconnect them 1.cMain complaint: "Charged a 'Prime Time' rate of 150% and not advised by Lyft driver, nor their App of this before handNo way to reach them no customer service." Lyft: "We also informed her that Prime Time pricing will never be charged to a passenger without first receiving the explicit consent of the passenger " I was never informed of Prime TimeEverNeither Lyft (the App), nor the DRIVER ever mention that it was 'Prime Time' According to Lyft's Terms of Service, Nov3, 2015, Section 3., paragraph 1, 'Ride Fees', Lyft states that 'ride fees may be quoted in advanceRide Fees may be subject to a multiplier at times of high demand of the Services ("Prime Time") as determined by LyftWe will use reasonable efforts to inform you of any Prime Time multipliers in effect at the time you request a ride." Note that the language states: 'we will use "reasonable efforts"What? Way to go LyftYou can always say that you did inform when you don't informAnd those folks who don't check their charges won't be able to reach you about it and if they are not persistent due to a pathologically incompetent untrained staff, you are also held not responsible in your own opinionIn my opinion I think there should be an agreement right then and there IN WRITING that states that inform was made or was not made by the Company (Lyft) to the consumer (Ms [redacted] ) In summation: 1, Lyft lied about the complaintThere was no complaint regarding pre authorization feesI feel this was thrown in by Lyft to make me seem 'bothersome' 2) Lyft did not inform me of 'Prime Time' as they stated in their reply to my complaintI have a witness to this - the other passenger who was with me at the time 3) Lyft did not contact me after numerous calls and emailsI finally contacted them 4) Lyft did not take the time to 'solve' this problem as in their response but chose an unprofessional childish solution: Lyft: "As Ms [redacted] disputed the charge, we have been unable to successfully authorize the ride fare and have disabled her accountAs such, we consider this matter resolved." Left just pulls your plugLyft j has no customer support, trained staff, and their answer is to do the three D's: Disconnect - When asked to speak to a Supervisor (if only there was one); Dismiss - Blame the victim - not that I feel like one - but they did blame me; Deceive - Bait and Switch - (not informing you when it is Prime Time) - which I find to be most egregious behavior for this fledgling company; Discard - The final solutionThey disabled Ms [redacted] account'Oh, we can't solve the problem, so we're not letting you play with us any more on our field'I assure Lyft that I would not have used their service ever again after this experienceBut, really, is that how you were taught on your playground as a kid? Adults solve problemsAdults and successful winning companies have CUSTOMER SERVICEAdults strive to work out an amenable solutionBut, not Lyft, they DISCARD you Good riddanceI assure you I will be using normal, regular TAXI CAB DRIVERS from now onThey have insurance, they are more reliable, they at least have a meter I can watch to see my charges and not some sneaky back room shady business when I look at a bill San Francisco Taxi Cab Drivers - I am for YOU

We are in receipt of Revdex.com complaint case [redacted] [redacted] complaint concerns a new driver promotion[redacted] created a driver application on February 27, and did not apply using a new driver promotional code, which means that he is not eligible for a new driver promotion bonus.*** [redacted] wrote into Support on April 1, regarding a new driver promotionOur agents were in correspondence with [redacted] that same day.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 consideration.For more details on the driver referral process, please check out: [redacted] As we have clarified our new driver promotion policy for [redacted] , we consider this matter resolved

We are in receipt of Revdex.com complaint case [redacted] [redacted] ***’s complaint concerns an incident on the Lyft platform[redacted] called our Critical Response Line on July 12, to report an incident that occurred while he was driving on the Lyft platformOur agents filed an incident report that dayOur Trust & Safety team has since been in correspondence with [redacted] to inform him that his driver status was temporarily deactivated due to the damages sustained to the vehicle, and that we would be able to reactivate his account once the necessary repairs had been madeOur Trust & Safety team also informed [redacted] that his information has been forwarded to our insurance provider, and that an adjuster will be in contactAdditionally, our agents informed [redacted] that due to our privacy policies, we are unable to provide him with the Passengers’ contact informationOur Privacy Policy can be found here: [redacted] As we have addressed [redacted] ***’s concerns, forwarded [redacted] ***’s information to our insurance provider, and clarified our Privacy Policy, we consider this matter resolved

Initial Business Response / [redacted] (1000, 15, 2016/01/11) */ We are in receipt of Revdex.com complaint case XXXXXXXXMr***'s complaint concerns fraudulent charges he incurred on his PayPal accountMr [redacted] wrote to Support on November 22, On December 10th, Support was in correspondence with Mr [redacted] and informed him that we had located the account making the charges and had placed a hold on itThe account in question belonged to an acquaintance of Mr***As Mr [redacted] had disputed the charges with PayPal, Support informed him that we would be unable to issue refunds on those chargesAs we have addressed the charges with Mr [redacted] and have disabled the account associated with the charges, we consider this matter resolved Initial Consumer Rebuttal / [redacted] (3000, 17, 2016/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand that Lyft is saying that the account under my name has been making the chargesI personally haven't taken a Lyft since August or JulyIt doesn't raise a red flag that multiple charges from Lyft were on my PayPal in the same day within hours from each other? Over 200$ in charges was taken from my PayPal accountIt is quite odd that I had a profile picture on my Lyft account and a driver couldn't tell it wasn't meCan the drivers not see my profile before picking up a customer and tell that it wasn't me taking the Lyfts? Is there not a way to track a payment to a driver to verify this? I would at least like a $refund and just resolve thisThis is wearing me out for the past monthsThank you

Initial Business Response / [redacted] (1000, 6, 2015/05/24) */ We are in receipt of Revdex.com complaint case #XXXXXXXXMr [redacted] has requested that we delete his account and credit card from our systemDue to the nature of our business and to protect against possible fraudulent use, we are unable to completely delete his accountOur Information Retention policies that Mr [redacted] agreed to can be viewed here: https://www.lyft.com/termsWe have deactivated his account per his request which means it can no longer be used by our systemIn regards to his 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, StripeMr [redacted] can find additional information on Stripe's security policy at https://stripe.com/help/securityWe would recommend that he contact Stripe about deleting his credit card data since we don't have it on file and can't accommodate this request Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/05/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response, "Due to the nature of our business and to protect against possible fraudulent use, we are unable to completely delete his account", makes no senseClearly, it is not that they are UNABLE to delete my account, it is that they are UNWILLINGI am no longer using their services (due to the fact that I had problems with it from the moment I started and received no replies back from their customer service department) and I want my account deleted - not just "deactivated"How are they protecting against the "possible fraudulent use" of my account if it is deleted? In regard to Lyft's Terms of Services, I have re-read them and find nothing that states they will not or can not delete my account upon my requestThe only reference to account termination seems to be this: "Term and Termination This Agreement is effective upon your creation of a User account, as amended by any modifications made pursuant to Section You may discontinue your use of the Lyft Platform or participation in the Services at any time, for any reasonWe may suspend or deactivate your User account (either as a Rider and/or Driver), or revoke your permission to access the Lyft Platform, at any time, for any reason, upon notice to youWe reserve the right to refuse access to the Lyft Platform to any User for any reason not prohibited by lawEither party may terminate the Agreement for any reason upon written notice to the other partySections 1, (with respect to the license), 6-and 13-shall survive any termination or expiration of this Agreement." The line "You may discontinue your use of the Lyft Platform or participation in the Services at any time, for any reason." seems to be all that addresses this, and this is very vagueSo in discontinuing my use of Lyft, I would like my account deletedAgain, WHY are they unwilling to accommodate this request? In regard to my credit card information, I understand that it is not stored locally with LyftAnd I have reached to Stripe regarding this matter and have received no responseHowever, Stripe is a third-party payment processing company whose services Lyft has acquiredThey say so right here in their response: "All credit card information is secured and encrypted via OUR third-party payment processing company, Stripe." I have capitalized OUR for emphasisIf I would like my credit card information removed, why can't Lyft contact THEIR third-part payment processing company Stripe, and see to it that it is removed? I am flabbergasted by Lyft's unwillingness to make this happen Final Business Response / [redacted] (4000, 16, 2015/07/14) */ We are in receipt of Mr [redacted] 's rebuttal to Revdex.com complaint case #XXXXXXXXMr [redacted] has denied that he made a statement concerning not receiving replies from usIn his rebuttal to our initial response on May 31, 2015, he wrote the following: "I am no longer using their services (due to the fact that I had problems with it from the moment I started and received no replies back from their customer service department)"As we have stated before, we have responded to all of Mr [redacted] 's correspondence and consider this claim to be falseWe have made no accusations in this situation but are responding to Mr [redacted] 's claimsIn regards to his statements about Stripe and their handling of his sensitive information, we recommend that Mr [redacted] take a moment to familiarize himself with their security policiesHe can find them in their Help Center at https://stripe.com/help/securityHopefully this will help explain how his information is handled and the security procedures undertaken to protect him from fraudAs we do not store his credit card information and have had to defend ourselves against baseless accusations, we consider this Revdex.com claim to be unnecessary and the issue resolved Final Consumer Response / [redacted] (4200, 18, 2015/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) As a point of clarification: On 5/20/I wrote: "I have continued to email back and forth with them and continue to get the same generic response." On 5/31/I wrote: I am no longer using their services (due to the fact that I had problems with it from the moment I started and received no replies back from their customer service department) and I want my account deleted - not just "deactivated"." In saying I have received "no replies back from their customer service department" I am referring to the fact that all the replies were the same generic, cookie-cutter response, none of which did anything to resolve my concerns This should have been self-evident based on my 5/20/statement and the fact that I referred to back and forth emailing with Lyft Clearly this back and forth via the Revdex.com is doing nothing to resolve the issue at handIt was my hope that the Revdex.com would step in to try and mediate the matter, and clearly that is not the case With that in mind, this is my last message and then the case might as well be closed I want LYFT to know that I will continue to make it a priority to tell all of my contacts in NYC to absolutely not use their services Best, [redacted]

Complaint: [redacted] I am rejecting this response because: Actually this simply is not trueALL comments posted about any ride requester to include co-passengers are monitored by Lyft support 24/(proved by a certain ride that was rated a star and immediately I was contacted by lyft support regarding this ride) This is defacto reporting, lyft was notified by your very own definition, lyft was notified immediately after the ride in question had endedI request that you send the Revdex.com the comments I posted immediately after that particular ride endedThis will show that yes indeed I reported this incident to Lyft First you tried using flawed logic of it was a co-passenger and you rated them as a and not a 4, so maybe you should put in a system of rating co-passengersAgain the words responsibility, culpability and accountability are different I had asked initially for the maximum of $but, in the spirit of equability I would be willing to accept a total compensation of $350, $of which has already been paid to me Sidenote, is Lyft considering damages as taxable income Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 14, 2015/12/09) */ Revdex.com Complaint #XXXXXXXX Consumer: [redacted] Complaint Date: 10/30/ Closed Date: 12/1/ We are in receipt of Revdex.com Case # XXXXXXXXMs***' complaint concerns a $referral bonus that she received as a ride creditWe were in correspondence with Ms [redacted] on 11/We have converted the ride credit into a referral bonus and consider this matter resolved

Complaint: [redacted] I am rejecting this response because: It is [redacted] , they are a fraud and cannot get away with advertisingIf you check out yelp reviews you will see many other compliants about them fasley advertising for bonuses and not honoring themThey never provided me with a code and I was a new driver so I difinetely did not know any drivers that could have given me their code as a referral Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Monies were not fully refunded and Lyft would not acknowledge [redacted] mistake when vehicle was returned before actual date of return and a subsequent rental was not rented/picked up or even reserved but Lyft kept my deposit regardless I inquired several times to Lyft but they said it was up to [redacted] however [redacted] receives all info from Lyft when setting up rentals Sincerely, [redacted]

We are in receipt of Revdex.com complaint case # [redacted] Ms [redacted] ’s complaint concerns the cost of a ride she took on the Lyft platform.Ms [redacted] requested a ride review on July 24, Our agents have since been in correspondence with Ms [redacted] to inform her that her ride included 75% percent Prime Time.Additionally, our agents informed Ms [redacted] that passengers who enter exact pickup and drop off locations will see the total price shown up front before requesting the rideThis upfront cost includes Prime Time pricingNevertheless, as a one time exception, our agents refunded the Prime Time component of the fees in full.As such, we consider this matter resolved