ComplaintsforLyft, Inc.
Additional Complaint Information
BBB’s file for Lyft was created in August 2011. Following BBB’s review of complaints done in April 2024. Complaints on file state concerns with the cost difference between the quoted amount and the final charge, and alleged concerns of being charged for rides never completed.
BBB recommends reviewing Lyft Terms of Service with special attention to the following:
- Quoted Fares.
- Variable Fares.
- Ride-share Service Fees and Other Charges.
For any issues or concerns, please visit Lyft Help.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/02/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Incorrect card was used on the below 9 transactions (-$102.01). Please use the available gift card balance instead ($110).(1)1 LYFT *RIDE WED 1 ***** ************************** ****** (2)2 LYFT *RIDE WED 1 ***** ************************** ***** (3)3 LYFT *RIDE WED 2 ***** ************************** ****** (4)4 LYFT *RIDE WED 6 ***** ************************** ***** (5)5 LYFT *RIDE WED 6 ***** ************************** ***** (6)6 LYFT *RIDE WED 7 ***** ************************** ***** (7)7 LYFT *RIDE THU 1 ***** ************************** ****** (8)8 LYFT *CANCEL FEE ***** ************************** -5 (9)9 LYFT *RIDE THU 1 ***** ************************** ****** Total -$102.01 Please use the available gift card balance instead ($110).Initial Complaint
11/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Contacting Lyft ***** On October 20, 2024 I ordered a Lyft, the driver showed up, left immediately and drive to my house and charged me - without actually picking me up.I was charged *****. I disputed on Lyft app during and after the ride. No luck. Waited a couple days tried again, no luck. The app will not allow it.Ive tried to contact through about 5 different customer service lines that go no where other than to say use the app.I cannot find an email for customer support.Only resolution I see is to dispute the charges with my credit card. The problem is I took two Lyfts that day and it rolled into one charge. So the person who did a good job and was tipped may get their money taken is I dispute the charge which I do not want The time I am spending is a waste of my time as a customer. ***** is nothing, Im using my time on that fact that they shouldnt be allowed to steal from me then ignore me. See photo of app starting this ride was correctly picked up and dropped off. It was not.I would like to reimbursed for my wasted time of hours on the phone and app.Initial Complaint
11/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On Saturday, October 26, 2024 , I requested a Lyft to go to the airport. I selected to pay $28.99 for my Lyft app. Later while in the car I noticed a charge of $69.99 on my card. When I go on the Lyft app to report an over charge price I was met with a message "This is a temporary hold to verify that my pending payment goes through." The charge was suppose to be a temporary hold. Today is 11/2/2024 and I went back to check to see if I was refunded the hold and unfortunately, I wasn't. When I went to the app to dispute my findings, I saw a message that indicated that " your trip may have changed due to traffic or navigation." I was never informed that the price of my trip increased because I would have hold the Lyft driver to pull over and let me out the vehicle. 12 miles to the airport is not worth $69.99. This was a clear case of bait and switch.Initial Complaint
11/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On October 31st, I booked a lyft ride with multiple stops for a little over $40. The driver assigned to me did not speak any English, which became an issue when we arrived near the location of my first stop and it became clear that he was confused on where the *** was wanted him to go. He kept driving around the mall and stopping at random spots as if I was supposed to just get out and walk around. I told the driver I didn't know the location and would like him to just follow the gps instructions and drop me off at the stop instead of driving around trying to find it himself. He eventually unlocked the doors after parking at a random spot away from the mall, made me get out, let the timer run out while I tried to find the location on my own, then marked our ride as completed and drove off. I immediately contacted lyft and reported him. All they were willing to do was promise not to match me with him and give me a $5 credit. I have spoken with at least 2 different *****s requesting a full refund since the ride was not completed and I wasn't dropped off at any of my stops. They keep giving me the runaround and waiting very long to respond so that I've already left the app by the time they reply and they can have an excuse to close it. I have been assured several times that a special escalation team would resolve the issue with me. When I ask how to get in contact is when the *****s suddenly stop responding consistently. Then when they do respond a half hour later it's not to answer about the escalation team they promised to connect me with but to repeat the same thing the 1st ***** did about giving me a $5 credit and then they close the chat so that I can't tell them I don't want it and still want the escalation team.Initial Complaint
11/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Lyft has allowed a Driver named ***** to abuse the Lyft platform by allowing him to make a false, fabricated, fraudulent damage report. Lyft is refusing to provide me with the video footage from the driver’s car, and timestamps of the time the photos in question were taken. The Lyft driver has retaliated in response to a one star Review and Lyft is refusing to allow me my right to dispute this fraudulent damage claim and charges. This is fraudulent and I will be taking legal action about this, I will not be paying any damage claim fee of $80 because it has been fabricated by them driver. It is up to Lyft to provide me with legitimate proof that these photos are linked directly to my ride. Lyft drivers take numerous trips a day, and the driver most likely had trips after mines. I am telling Lyft I believe the driver created what appears to be water in these photos, on his own in an attempt to get a frivolous, fraudulent damage fee to his account. Lyft has acted like these concerns regarding this driver are not concerning to them. I am demanding timestamps of proof of the time these photos were taken, be provided immediately. I do not take too lightly to being lied on especially when my minor child was present for this trip. We were only in this drivers car for 3 minutes and he was very rude which is why I gave him a one star review. He fabricated evidence as a form of retaliation and Lyft is refusing to acknowledge this. I have also demanded that his account be reviewed and investigated for similar behaviors regarding customers that have left him negative low reviews, and fraudulent damage reports shortly following. I have taken over 60 SIXTY Lyft rides and have never received or been accused of damage! Lyft is refusing to hear me out or allow me to dispute this while if this went to court the Court would grant me the information and discovery I’m asking regarding this false, fraudulent, fabricated damage claim. Lyft is allowing drivers to abuse the Lyft PlatformInitial Complaint
10/31/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I am filing this complaint due to an unresolved issue regarding the purchase and intended use of a Lyft gift card. I purchased a $200 Lyft gift card with the specific intent of using it to pay for a one-year Lyft Pink membership. At the time of purchase, there was no prominent or clear information indicating that Lyft gift cards cannot be used for memberships. Had I known about this restriction, I would not have purchased the gift card. After attempting to use the gift card balance to pay for my membership, I contacted Lyft support to seek a solution. I was informed that gift cards cannot be applied to Lyft Pink memberships and can only be used for rides. When I requested a refund or an exception, I was told repeatedly that Lyft could not assist me further, despite my explanation of the misunderstanding. In Lyft’s FAQ, the restriction on using gift cards for recurring membership fees is mentioned, but it is listed under a separate topic (“Can I pay with ****** ***, *****, or prepaid cards?”). This placement is not intuitive or prominent, and the restriction was not highlighted or communicated at the point of purchase. As a customer, I had no reason to assume that a gift card would be restricted for specific Lyft services. I am seeking one of the following resolutions: Permission to apply my Lyft gift card balance toward my Lyft Pink membership, with the option to cover any remaining balance with a different payment method. Lyft support conversation reference number: #*********Initial Complaint
10/31/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I scheduled a ride from my train station to work. My pick up time was 7:50. I had train delays but luckily the driver was supposed to wait until 7:55. When I walked out of the station at 7:52, the app was asking me to review the rider. I never got into their car. I had to immediately call another Lyft to make it to work on time. Despite this, Lyft refuses to refund my money. So I have two charges for a ride that I was somehow able to make twice in a matter of minutes according to Lyft. They asked me to provide proof on their website but I don’t know how to prove that I wasn’t in a car. My ride history and location being enabled should be enough.Initial Complaint
10/30/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
My reason for filing this complaint is because, Lyft went into my personal bank account. Lyft took money from my personal bank account when the company isn't authorized to do. I am with a service called " **** *****" which provided service for disabled people. My **** ***** service supplied me with Lyft services through a service name **************. Each month I'm given $500 for rides. Lyft went into my personal bank account and took money. Which only suppose to come from my ************** account. Lyft took money that added up to $231 with overdraft fee applied. I spoke with Lyft and **************. ************** say there hands are tied. Lyft said they will not be refunding me. I have bank statements showing the amount and over draft fees. With a snap shot of my Lyft account and amount.Initial Complaint
10/30/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I requested a Lyft ride to work, the drivers ETA kept changing due to the driver being stopped for so long after dropping off his first rider. I contacted the driver to see if he could cancel the ride since he was procrastinating. He then answered the call and stated "too bad" then cancelled my ride. I had to then wait an additional 10 mins for a new driver resulting me to be extremely late to work.Initial Complaint
10/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Lyft needs to have an actual method to dispute charges. Their current process is insufficient and purposely leaves customers without a method to place a dispute. Last year while attending a ****** game, I left to pick up a Lyft. The driver called and told us to meet him at a spot that was not the pickup spot indicated in the app. Since I was with my two parents it took awhile to find in the crowd where this driver was (where he shouldn't have been) and and since we had trouble getting to him he just left. And yet I was charged with a cancellation fee. I tried to go into the app to dispute and only got the message that they didn't find anything wrong. No ability to actually send a message of dispute so I ended up needing to take the charge. Now I booked a priority pickup to the ******* ** ******. The driver was horrible. For being priority he was super slow and had no idea what he was doing. He took awhile to get to the freeway (already lost three minutes from the eta time by the time we got to the freeway). Then he went to arrivals instead of departures and had no idea where our airline was so he just sat behind a set of parked cars instead of continuing to drive to find it. We eventually just told him we needed to get out. We were in a rush to make our flight - the whole reason I booked priority to begin with. Not only was this experience bad but I went into the app today to see that Lyft themselves gave him a $4.85 tip. This driver has no business getting a tip and Lyft has no business forcing me to have paid for one that I did not authorize. If this is not resolved by Lyft to take away that tip I will be contacting my CC company to dispute this charge of added tip. In general though, Lyft needs a way to actually submit disputes. Their app does not allow for it. You respond that the app didn't help with your issue and it just says thank you for the information. No ability to contact an actual person or submit an email to get more help.
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Contact Information
San Francisco, CA 94107-1725
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Customer Complaints Summary
4,246 total complaints in the last 3 years.
1,350 complaints closed in the last 12 months.