Complaints

This profile includes complaints for Lyft Bikes & Scooters's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Lyft Bikes & Scooters has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Lyft Bikes & Scooters

  185 Berry Street San Francisco, CA 94107

• 

  Citi Bike

  5202 3rd Ave Brooklyn, NY 11220-4371

• 

  CoGo Bike Share

  PO Box 6249 Columbus, OH 43206-0249

• 

  Nice Ride Minnesota

  2701 36th Avenue South Minneapolis, MN 55406

• 

  Divvy

  30 N La Salle St #1100 Chicago, IL 60602-2590

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lyft scooters charged twice for the same ride. Apparently this is a common issue and they refuse to fix it or offer refunds as it only benefits them

  Business Response

  Date: 07/25/2024

  We are in receipt of BBB complaint case #********. Nathan S****** complaint concerns an experience on the Lyft Platform.
  
  Our support team has reviewed Nathan's recent Lyft scooter ride and we can confirm that Nathan was charged correctly for this ride. 
  
  As stated by our Terms of Service, “All Charges are non-refundable. This 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 we have addressed Nathan's concerns and clarified our Terms of Service, we consider this matter resolved.

• Initial Complaint

  Date:07/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 22011510
  
  I am rejecting this response because: 

  It is incorrect to assert that I was ever in violation of the terms of service agreement. I was never informed that was the case, and to my knowledge my conduct was never in violation of any such term.

  Rather I was provided with no information on why my account was deactivated, this despite many attempts to to remedy the situation.

  Only ater multiple attempts at resolution over a 4 week period and my filing this complaint with the BBB did the business make any attempt made to address the issue.

  I believe the customer service function of this business is unreliable and inadequate.

  Sincerely,
  
  ***********************

  Business Response

  Date: 07/21/2024

  We are in receipt of BBB complaint case . *************************** complaint concerns the status of *************************** account.
  
  Our agents were in correspondence with *********************** on July 7th, 2024 to inform *********************** that we had found *********************** to be in violation of our Terms of Service and had deactivated *************************** account while we investigated the matter in compliance with our Terms of Service, which state "Lyft may terminate this Agreement or deactivate your User account immediately in the event . . . Lyft has the good faith belief that such action is necessary to protect the safety of the ************** or third parties."
  
  Our agents have since been in correspondence with *********************** to inform *********************** that we were able to reactivate *************************** account.
  
  As we have clarified our Terms of Service and reactivated ****'s account, we consider this matter resolved.

  Business Response

  Date: 07/25/2024

  We are in receipt of the consumer rebuttal in BBB complaint case #********. *************************** complaint concerns ****'s rider account status.
  
  We have been in correspondence with **** to inform **** that ****'s account has been reactivated.
  
  As ****'s rider account has been reactivated, we consider this matter resolved.

  Customer Answer

  Date: 07/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/12/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and confirm that I can use their service again. Thank you, this resolves my complaint. I much appreciate you helping me out!
  

  
  
  Sincerely,
  
  
  
  Pavel K************

  Business Response

  Date: 07/13/2024

  We are in receipt of the consumer complaint case in BBB complaint case #********. Pavel K************** complaint concerns about their bike account.
  
  Pavel wrote in to support on June 21, 2024 to report they are unable to request rides. Our agents have been in correspondence with Pavel to inform Pavel that we have corrected the issue with their account and are able to take rides now. 
  
  As we have followed up with Pavel and clarified Pavel about their account, we consider this matter resolved.
  

• Initial Complaint

  Date:07/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 21973538
  
  I am rejecting this response because:
  Citibike has supplied no explanation for the issue or their appalling lack of communication - this happened earlier this year also and it took them a week to sort it out- again no apologies or explanation.  I rely on this working to get to work and this total disregard for customers and any transparency in their escalation/resolution process is egregious to say the least.  If I hadnt contacted the BBB Id still be waiting.  The fact that they are clearly using the BBB as their backup for a customer service shows their total disregard for their customers and the excellent work of the ********************. I need to know why this happened,  what steps have been taken to prevent it happening again and what measures are being put in place to ensure a real/transparent escalation process is in place going forward. All they do is talk about investigation into my account like Im a criminal and give me a paltry 23days - its not good enough.
  
  

  Sincerely,
  
  ***************************

  Business Response

  Date: 07/13/2024

  We are in receipt of the consumer complaint case in BBB complaint case #********. ***************************** complaint concerns about their bike account.
   
  ***** wrote in to support on June 24, 2024 to report they are unable to request rides. Our agents have been in correspondence with ***** to inform ***** that we have corrected the issue with their account and are able to take rides now. 
   
  As we have followed up with ***** and clarified their account, we consider this matter resolved. 

  Business Response

  Date: 07/18/2024

  We are in receipt of the consumer rebuttal in BBB complaint case #********. ***************************** complaint concerns their bike account. 
  
  Our agents have already been in correspondence with ***** to address *****'s concerns. 
  
  As such, we consider this matter resolved.

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21973538
  
  I am rejecting this response because:
  The sheer arrogance of their response is repugnant - they make absolutely no attempt to respond - its their way or the highway - this is customer abuse and they are using the ******************** as their escalation service - they are a rogue monopoly which needs to be held accountable! I want to know what happened, what steps have been taken to avoid it happening again and if it does what am I to do that does not require imposing on the BBB. (And yes you can give me an  additional credit for the week I lost earlier this year!) 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,I am writing regarding a credit of $6.54 that I receive in my citi bike account every month, due to having a "reduced fare bike share" membership. This credit was set to expire on July 20th 2024. However, for some unknown reason expired 3 days ago on July 8th, 2024.I was on the phone with one of your representatives from the customer service center trying to understand the why my credit expired earlier and if there's a way for me to receive it back, for a whole hour, however he was not able to clarify the issue. Is there a way for someone to contact me that can offer a reasonable explanation, as to why the credit was taken off the account prior to the expiration date.It seems unfair that this is done on the individuals that hold a "reduced fare bike share" membership. Clearly the company is going against it's mission of making their services accessible to everyone. The name the account is associated with is *************************** and the phone number is ************.Thank you.

  Business Response

  Date: 07/19/2024

  We are in receipt of BBB complaint case #********. ******************************* complaint concerns the application of a ride credit. 
  
  Lyfts promotions are dynamic and subject to terms and conditions. After reviewing ******'s account, we can see that the ride credit in question has expired. 
  
  As we have clarified the promotional terms, we consider this matter resolved.

• Initial Complaint

  Date:07/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lyft incorrectly charged me $65 for a 30-minute Citibike ride (when I already pay for a membership). When I reached out to have them correct THEIR mistake, they told me I missed the deadline to dispute the charge. This is not a dispute, you cannot just charge customers a random amount for nothing this is stealing from your customers.

  Business Response

  Date: 07/13/2024

  We are in receipt of BBB complaint case #********. ******************************* complaint concerns a ride experience on the Lyft Platform.
   
  **** wrote in to Support on July 10, 2014 to report being over charged for a ride. Support was in correspondence with **** the same day to inform **** that the ride has been refunded.
   
  As such, we consider this matter resolved.

• Initial Complaint

  Date:07/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/4/24 I was in ******* with my girlfriends to spend the day by the lake, when I saw a divvy bike in front of the building we were in. I've added the app to my phone, saw they offered a day pass and without hesitation I've signed up, expecting to pay $18+tax as advertised for up to 3 hours riding. However, to my surprise, when I checked my bank account, besides the $18+tax I was charged an extra $50+ for it. When I checked the bike's app, I noticed that I rode for 2 hours (attached). This company deceived me and misled me to pay for a service that was not available, and overcharged me. It was not clear that the day pass was for 1 type of bike only, since the app didnt give any other option, offering only 1 day pass. Also if I paid for a type of bike-classic or whatever, when I scanned the bike, why I was not notified that I would have to pay extra, or that it was not the correct bike or something that would alert me that what Ive paid for it was not what I was getting? I called today to get refunded and received a no as answer. I spoke with *******, from customer service at 9:55 pm CST. ******* clearly stated that I purchased the day pass thinking of getting a free ride, his words you purchased the day pass thinking to pay less for rides, which was a lie, misleading and unfair. Ive purchased all kinds of day passes and never had issues, because they were very clear with what was offered(Toronto city pass, hop on/off bus, metra day pass, etc). I told ******* that even if I wanted to use a classic bike, I couldnt because no classic bike was available during the time that I rode. I even didnt enjoy riding this so-called ebike because I was looking to get some work out done, riding my bike, during my stay by the lake. All I want is my money back, this deceived company can keep the $18+tax that I agreed to pay for, but the extra $50+ I want back. I won't use this company ever again and will make sure not to recommend it to everyone I know.

  Business Response

  Date: 07/12/2024

  We are in receipt of BBB complaint case #********. ********************************** complaint concerns an experience on the Lyft Platform.
  
  ***** contacted Support on July 8, 2024. Our agents were in correspondence the same day to address *****'s concerns.
  
  As stated by our Terms of Service, All Charges are non-refundable. This 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 we have addressed *****'s concerns and clarified our Terms of Service, we consider this matter resolved.

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The transaction took place on July 4, 2024 after 10:30 am. Apparently somebody hacked into my Bikeshare account and took a ride without my permission; they left me with the bill. Their iPhone was in my account. Immediately upon receiving the payment notification, I contacted **** and reported the unauthorized usage. The representative guaranteed me that no charge would incur. His message stated that it was a system error and I need not worry. To protect my financial information, I removed all devices, removed my debit card and requested that Lyft deactivate my account. I followed up with the company 3 days later, after providing them their requested information; details about the transaction price, date, credit card information. At this point the representative neglected all information about my account being compromised and told me there is nothing that can be done but, force me to pay the bill. He stated the transaction is valid and there is no problem with unidentified hackers accessing my account without my consent and Lyft CaBi holding me accountable to pay fees and charges caused by hackers taking advantage of bank account information. I asked what information based on their investigation deems the transaction valid. His response was that he cannot answer that question. I requested to 4 different representatives to speak with a supervisor, and they all refused my request. They consecutively sent me an email rejecting my claim. I communicated that I was not requesting a refund (the transaction cannot process without my debit card on file) but only that the balance on the account be rightfully removed. They also refused that suggestion. So, I requested my account be deleted but, it cant with a balance. Leaving a balance on my account means a potential impact on my credit score. I've contacted my banker to assist in preventing me from forcefully paying unauthorized charges. I needed to report this because I believe what Lyft is financial abuse and fraudulent.

  Business Response

  Date: 07/12/2024

  We are in receipt of the consumer complaint case in BBB complaint case #********. ********************* complaint concerns their account being hacked.
   
  ****** wrote in to support on 7/4/24 to report their account being hacked and being charged for an unauthorized bike ride. Our agents have been in correspondence with ****** to inform ****** that the charges are valid on their account. 
   
  As we have followed up with ****** and clarified the charge, we consider this matter resolved.

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to contact Lyft regarding my account. I’m unable to use the **** Bike service because my account is apparently being investigated because it was associated with the account of somebody who owed Lyft money. I’ve tried explaining that said account is not mine, I’m up to date with membership payments and I have never lost/damaged any **** bike property. It has been well over a month and nobody has attempted to contact me regarding my membership. I have a discounted membership due to being a **** recipient so I do believe I’m being discriminated against.

  Business Response

  Date: 07/10/2024

  We are in receipt of BBB complaint case ********. Stephanie P******** complaint concerns the status of Yasmira M******* account.
  
  Our agents were in correspondence with Yasmira M***** on June 13th, 2024 to inform Yasmira M***** that we had found Yasmira M***** to be in violation of our Terms of Service and had deactivated Yasmira M******* account while we investigated the matter in compliance with our Terms of Service, which state "Lyft may terminate this Agreement or deactivate your User account immediately in the event . . . 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 since been in correspondence with Yasmira M***** to inform Yasmira M***** that we were able to reactivate Yasmira M******* account.
  
  As we have clarified our Terms of Service and reactivated Yasmira M******* account, we consider this matter resolved.

• Initial Complaint

  Date:07/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This occurred on 06/05/24.
  
  I am writing to file a complaint against Divvy Bikes regarding a misleading charge on my account. On a recent ride, I scanned an e-bike and was prompted to purchase a day pass for $18, which I selected, expecting to ride for an extended period. However, I was subsequently charged $99.28 for a 207-minute ride at a rate of $0.44 per minute, plus a Chicago transaction fee.
  
  At no point did the app indicate that selecting the day pass would incur additional per-minute charges or that e-bikes were not included under the day pass. Since I scanned an e-bike, the option to purchase a day pass should not have been presented, as it only applies to classic bikes. This crucial information was not disclosed, leading to a significant and unexpected charge.
  
  I have contacted Divvy Bikes customer support but have not received a satisfactory resolution. I am requesting the Better Business Bureau's assistance in facilitating a review of this charge and securing a refund of the difference between the day pass cost and the amount charged.
  
  Thank you for your assistance in resolving this matter.

  Business Response

  Date: 07/09/2024

  We are in receipt of BBB complaint case ********. Joseph F******* complaint concerns an experience on the Lyft Platform.
   
  Joseph F***** contacted Support on July 6th, 2024. Our agents were in correspondence the same day to address Joseph F******* concerns.
   
  As stated by our Terms of Service, “All Charges are non-refundable. This 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 we have addressed Joseph F******* concerns and clarified our Terms of Service, we consider this matter resolved.