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Business Profile

Bike Rentals

Lyft Bikes & Scooters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bike Rentals.

Important information

  • Customer Complaint:
    BBB’s business profile for Lyft Bikes & Scooters was created in August 2020. The BBB recommends users to review the terms of service for Lyft and Citi Bike Bicycle, respectively.

Complaints

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

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Lyft Bikes & Scooters has 5 locations, listed below.

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    Customer Complaints Summary

    • 291 total complaints in the last 3 years.
    • 117 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/21/2024

      Type:Product Issues
      Status:
      Answered
      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.
      My family and I had a reservation at *************** in ************, and so we used Divvys from the lakefront. I used my account for myself as well as for my father. There was a street festival nearby so a lot of the docking stations were full. We got to the Divvy station on *************************************. We were about to leave the docking station to look for another, but a Divvy truck came by so I asked the worker if they can take out the electrical bikes (they dont need to be in a docking station) so that we can dock ours. I docked mine, and then the worker took one out and then asked to take my fathers so she can dock the bike for him. a day later, i got a receipt from Divvy for $100 that my fathers bike was not docked, and then two days later, **** charged me $272.50 because the bike is now missing. I called Divvy multiple times, and they consistently put me on hold and then hung up without saying a word. Lyfts **************** only said it was too late to do anything even though i reached out within 10 days of the incident (per their policy). They wont hold an investigation even though I have them all the information they needed.

      Business Response

      Date: 06/22/2024

      We are in receipt of BBB complaint case #********. *************************** complaint concerns a bike that ****** rented from us.

      Our agents have been in correspondence with ****** to let ****** know this fee is valid due to the bicycle not returning to our system for over 5 days.

      ********'s Terms of Service and Divvy's Rental Agreement, we will not be able to make any adjustments to this charge. Per our policies, the Lost Bike fee charged after a bike has not been returned within 24 hours is a non-refundable fee.

      As we have responded to ****** and clarified Lyfts Terms of Service, we consider this matter resolved.

    • Initial Complaint

      Date:06/21/2024

      Type:Product Issues
      Status:
      Answered
      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 was fraudulently overcharged for my usage of a bike on Sunday, June 9, 2024.That night, my family and I (6 people total) rented bikes at 4:46 pm from the ****************************** and rode the bikes for a time of 55:57 and 4 miles to the ******************** for the Argentina vs Ecuador Soccer match at ************* that night. I was under the impression that there would be a docking station available for me to end my ride. However, there were no docking stations available. I reported this issue (lack of docking stations) in the app, left the bike at the station, and went to the game believing I owed $11.08 for the ride. However, the timer ran for over 24 hours (ended at 5:46 pm the following day when I was back in ************, **). The fraudulent total that has been charged to me is $110.09. My sister, daughter, and wife all had issues with docking their bikes, have received fraudulent charges, and are all disputing their fraudulent charges.I am willing to pay what I owe, $11.08, for the time that I rode the bike.To clarify:-The station where I attempted to dock the bike was on the south side of the ************, adjacent to **************-As I flagged in the app when I attempted to dock the bike that night at the end of my ride, there were no docking stations available for me to dock the bike.-I rode the bike for 55 minutes and 57 seconds.-The last known location of the bike was in front of the full docking station at the *************I live in ********, ******** and approximately 3 hours and 23 minutes from the Divvy station where I rented the bike. I was in ******* to visit family. I do not have the bike in my possession.I am requesting a refund of $99.01 to my credit card. The company, Citibank, has been notified that I am disputing the fraudulent charge of $110.09.Thank you,*******************************

      Business Response

      Date: 06/22/2024

      We are in receipt of BBB complaint case #********. *********************************** complaint concerns a bike that *********** rented from us.

      Our agents are in correspondence with *********** regarding the bike that has been missing from our system since ***********'s rental. Going forward, *********** will need to refer to support case #********* for updates regarding this missing bike. 

      As we have responded to *********** and directed *********** back to the support case regarding the bike missing since ***********'s rental, we consider this matter resolved.

      Customer Answer

      Date: 06/22/2024

       
      Complaint: 21881600

      I am rejecting this response because:

      The expectation of renting a bike is that there will be an available docking station in the vicinity of my desired destination.  That was not the case for me, the members of my party, and several other people around us.  I am not the only person experiencing this issue stemming from the events of June 9th.  The practice of not having enough spots to dock a bike at the conclusion of a ride is a fraudulent business practice.  Multiple people in our party provided screenshots and reported issues regarding no docking stations available when we tried to dock our bikes.  There were many other people around us experiencing the same issue and reporting the issue of no docking stations available.   Certainly I am not the only person that Lyft is threatening to charge full price for the bike on that day.  I should not be held responsible for the price of replacing this bike, nor anything beyond the $11.08 that I owe for my rental time.  Divvy/Lyft was responsible for providing docking stations or an alternate solution for the bikes they rented.  They did neither and now are attempting to fraudulently charge my credit card for a second time.  This second time is for the replacement price for a bike.  I would like Lyft/Divvy to refund me the $99.01 over charge for my rental of their bike and dismiss their claim that I owe them anything additional. 

      Sincerely,

      *******************************

      Business Response

      Date: 06/25/2024

      We are in receipt of the consumer rebuttal in BBB complaint case #********. *********************************** complaint concerns a bike that *********** rented from us.

      Before a user can access the Lyft platform, that user must agree to Lyft's Terms of Service and Divvy's Rental Agreement. The Terms of Service and Rental Agreement appear when the user first signs up with Lyft or **********************, and the new user must click that the user "accepts" the terms before the user can continue to use the service.

      Per our Terms of Service and Rental Agreement, we charge a fee for the recovery of this missing asset.

      As we have further clarified our Terms of Service, we consider this matter resolved.

      Customer Answer

      Date: 06/26/2024

       
      Complaint: 21881600

      I am rejecting this response because:

      This matter is not resolved.  I rented the bike in good faith that there would be available docking spaces for me at the docking station at the end of my ride.  There were none available to me, nor numerous other riders that afternoon.  I, in good faith, reported the issue that there were no docking spaces available and the timer kept running.  Additionally, there is no evidence that anyone from Divvy/Lyft physically looked for the bike.  Furthermore, Divvy/Lyft has known since at least 2020 that there is an issue with the lack of GPS tracking their products.  They do not have any way to track the location of their bikes unless the rider has location services enabled on their own personal devices.  This was not made clear to the renter that there was no way for the owner (Divvy/Lyft) to track the location of the bike.

      Again, I rented the bike in good faith that there would be a place for me to securely dock the bike at my destination.  When there wasn't, I reported the issue.  There were many other bikes that were not docked securely at that destination.  I wonder how many other people were overcharged on their time and, of those people, how many have missing bikes that they are being charged for?  Additionally, how many of those with missing bike charges are not going to have those charges reversed when the bike is found (even after 5 days)?

      Divvy/Lyft knew there was an issue that night and neglected to send anyone to assist the bike renters.  I should not be penalized for their fraudulent business practice and negligence.


      Sincerely,

      *******************************

    • Initial Complaint

      Date:06/20/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 rented a citibike through the Lyft app on Thursday, June 13 at 9:18am from the ******* and ******************. I rode the bike for five minutes and docked it 9:23am at the ***** and ********************. I saw a greenlight when I docked and continued on. The next day on June 14, I checked my bank account to see that I'd been charged $162 for the ride. I made several phone calls and chatted with customer service through the Lyft app. I was told on two separate occasions that the customer service representative could see that there was an issue with the station when I tried to dock the bike and that an issue would be refund. **************** reps and the operation teams specialist all said they can tell in their system where I attempted to dock the bike five minutes after I rented it. After two days of no response, I asked for written documentation that the dock was not working. **** then said they could not find an issue with the station at the time I tried to dock and that I was responsible for the missing bike and would be charged according to their policy. The fee for missing bikes is $1,200. I would like to be refunded the $162 and not charged for the $1,200.

      Business Response

      Date: 06/22/2024

      We are in receipt of BBB complaint case #********. **** Senior's complaint concerns a bike that **** rented from us.

      Our agents are in correspondence with **** regarding the bike that has been missing from our system since ****'s rental. Going forward, **** will need to refer to support case #********* for updates regarding this missing bike.

      As we have responded to **** and directed **** back to the support case regarding the bike missing since ****'s rental, we consider this matter resolved.

      Customer Answer

      Date: 06/24/2024

       
      Complaint: 21878439

      I am rejecting this response because: according to Lyft policy and the last correspondence regarding the bike, I am liable for the missing bike fee, which I do not want to be responsible for given that I was given two different responses about the docking station when I attempted to the dock the bike. I was told on two separate occasions (June 13 and 14)  that the docking station was not working by a customer service agent on the phone. It was only when I asked for written documentation of this fact on June 18th that I was given a different response about the docking station. Because the just resolution of this issue comes down to liability the impact of the inconsistent statements from ****'s customer service means the possibility of making me liable for something I am which I am not responsible. 

       

      I am the customer in this dispute and only one party has access to the information to the docking station in question putting the issue of liability and satisfactory resolution of this issue in Lyft's hands. 

      Sincerely,

      Taji Senior

      Business Response

      Date: 06/25/2024

      We are in receipt of the consumer rebuttal in BBB complaint case #********. **** Senior's complaint concerns a bike that **** rented from us.

      Before a user can access the Lyft platform, that user must agree to Lyft's Terms of Service and Citi Bike's Rental Agreement. The Terms of Service and Rental Agreement appear when the user first signs up with Lyft or **********************, and the new user must click that the user "accepts" the terms before the user can continue to use the service.

      Per our Terms of Service and Rental Agreement, we charge a fee for the recovery of this missing asset.

      As we have further clarified our Terms of Service, we consider this matter resolved.

    • Initial Complaint

      Date:06/17/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 5/21/24 I contacted Lyft (owns Divvy bike sharing in *******) to confirm that my annual membership renewal with my educator discount was $105.90. **** at Lyft confirmed it was indeed $105.90. After my membership expired on 6/7/24, I renewed it on 6/10/24, but **** charged me $118.90 instead of $105.90. On 6/10/24, I asked **** at Lyft to credit my account $13.00 for the difference. **** and ******* (manager) refused. Therefore, I contested the $13.00 through ***** Without any notice, on 6/17/24 Lyft canceled my membership - I did not request to cancel it - and I cannot access Divvy bikes under the plan I paid in full at $118.90. In brief, they are not providing the service I paid for. On 6/17/24 ****** at Lyft claimed that I disputed $118.90, therefore they canceled my membership. I confirmed with ******** at **** today this was not the case. ******** reported that they communicated to Lyft my dispute of only $13.00. Lyft should not have spontaneously canceled my membership without notice. Therefore, Lyft a) overcharged me ($118.90 instead of $105.90) b) capriciously canceled my membership without warning after I paid for the annual service in full c) lied to me in writing stating that I contested the full amount of $118.90 and not just $13.00. Please see attachments. My desired settlement: Lyft membership restored for one-year at the published $105.90 rate with my educator discount, per **** at Lyft on 5/21/24.

      Business Response

      Date: 06/22/2024

      We are in receipt of BBB complaint case #********. ********************************* complaint concerns an experience on the Lyft Platform.

      We can confirm that *******'s recent membership purchase was charged correctly. A standard Divvy membership is $143.90 and the ***************** discount ******* applied to this purchase provided a $25.00 discount for a new total of $118.90. 

      On Jun 16, 2024,  ******* chose to file a chargeback towards this valid membership payment, which is a violation of our Terms of Service, and their membership was revoked due to this chargeback. This membership cannot be reinstated due to *******'s violation of our Terms of Service. We have refunded the remaining amount of $105.90 for this membership purchase as a one-time courtesy. ******* should receive this refund within 5-7 business days. All valid fees are considered non-refundable going forward.

      Any further chargebacks ******* chooses to file *** result in the permanent deactivation of *******'s account. 

      *******'s previous membership cannot be reinstated. ******* must purchase a new membership and pay the full amount listed at checkout in order to become a member again. No price adjustments or exceptions will be provided. 

      As we have addressed *******'s concerns and clarified our Terms of Service, we consider this matter resolved.

      Customer Answer

      Date: 06/24/2024

       
      Complaint: 21863672

      I am rejecting this response because:

      It neglects to rectify the original problem from 5/21/24. Per the three attached images, my education discounted annual membership is $105.90. On 5/21/24, I inquired to verify that my membership renewal rate would be $105.90. On the same **************** from Lyft/Divvy verified the amount was correct. He wrote, I was able to verify that the charge for the annual membership you have is for $105.90. However, I bait and switched by Lyft/Divvy when I renewed my membership. They refused to honor the $105.90 amount verified by ****. Instead they overcharged me $13.00 for a total of $118.90. My only request is that I be charged $105.90 to renew my membership,which is the amount verified by **** on 5/21/24. Please see the attached documentation.


      In Lyft/Divvys latest communication via BBB on 6/22/24,it appears they are threatening to retaliate against me for filing the BBB claim. If I continue to try to hold them accountable for overcharging me $13.00, despite being a loyal Lyft customer for almost 9 years, they threatened to permanently deactivate my membership. They are calling it a chargeback. To be clear, I am not requesting a chargeback. Nor am I requesting to reinstate my previous membership, as noted in Lyfts response to my BBB claim. To reiterate, I am only requesting that I be charged $105.90 to renew my annual membership. This amount aligns with my inquiry about my membership renewal amount that **** at Lyft/Divvy verified on 5/21/24.    

      Sincerely,

      *****************************

      Business Response

      Date: 06/25/2024

      We are in receipt of the consumer rebuttal in BBB complaint case #********. ********************************* complaint concerns an experience on the Lyft Platform.

      To become a member again, ******* must purchase a new membership and pay the full amount listed at checkout. No price adjustments or exceptions will be provided.

      As we have addressed *******'s concerns and clarified our Terms of Service, we consider this matter resolved.

      Customer Answer

      Date: 06/28/2024

       
      Complaint: 21863672

      I am rejecting this response because:

      Lyft purports they have 'addressed (my) concerns and clarified our Terms of Service'. They have not addressed my original concern from 5/21/24. They neglect to explain their bait and switch. My educator discount affords me a $105.90 membership (discount of $13.00), which was confirmed in writing by Lyft employee *********;on 5/21/24. **** refuses to honor the $105.90 price, which is evidenced by the attached documents. My request remains the same from 5/21/24 that Lyft honor my discounted rate of $105.90. 


      Sincerely,

      *****************************

    • Initial Complaint

      Date:06/07/2024

      Type:Product Issues
      Status:
      Answered
      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 was with my friends on a trip to *** and we want to rent bikes. We had went to rent citi e bikes. When we scanned the ** code on the bikes to unlocked them we all had gotten a pop up that said "DAY PASS" only $19. A day pass is generally a a ticket that, once bought, enables you to use, travel on or access something for one day. Well we all had bought the day pass. When we had returned the bikes we were charged again for bikes per the usually prices for around $40 each. $60 for renting a bike for 2 hours it in itself is an unjust amount but when we had contacted support for this issue and to get a refund for day pass as this was very misleading practice. My friends had gotten a refund for the issue for the day pass, while I had not for the same issue(please see screenshot of customer support). Lyft customer support had tried to dodge my questions and not tried to resolve my issue. If Lyft has a policy or practice of providing refunds in my situation but failed to do so in my case, this is an unfair and deceptive practice.

      Business Response

      Date: 06/09/2024

      We are in receipt of BBB complaint case ********. *************************** complaint concerns an experience on the Lyft Platform. 

      *********************** contacted Support on June 07, 2024. Our agents were in correspondence the same day to address *************************** 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 *************************** concerns and clarified our Terms of Service, we consider this matter resolved.

    • Initial Complaint

      Date:06/04/2024

      Type:Product Issues
      Status:
      Answered
      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 May 21, 2024, I rented a bike from Lyft, specifically Bike #D02600. After my ride, I attempted to dock the bike at a station near *********************. The bike was locked but no green light appeared on the docking station and the ride did not end in the app. I left the bike at the station and reported the docking issue through the Lyft app.Subsequently, I noticed an unauthorized charge of $110.09 on my account for the bike ride, which should have cost $3.52 based on the ride duration. I contacted **** support immediately and provided pictures of the bike at the station, and a screenshot from the app showing the correct minutes and amount that should've been charged.Lyft support, (*********************** and *********************) informed me that the bike had not returned to their system. Despite my repeated explanations and evidence showing the bike at the station, **** applied a non-refundable lost bike fee of $250 plus tax to my card.This issue was caused by the malfunction of the docking station, not any fault of my own. I have attached the transcript of our email exchange, the pictures and screenshots. I seek a full refund of the unfair charges and a resolution to prevent such occurrences in the future.

      Business Response

      Date: 06/05/2024

      We are in receipt of BBB complaint case ********. ***************************** complaint concerns a bike that ************************* rented from us.

      ************************* wrote in to Support on May 26, 2024 to report a fee that ************************* incurred during a bike rental taken on the Lyft platform. Our agents were in correspondence with ************************* that same day to let ************************* know this fee is valid due to the bike not returning to our system for over 5 days.

      ********'s Terms of Service and Divvy's Rental Agreement, we will not be able to make any adjustments to this charge. Per our policies, the lost bike fee charged after a bike has not been returned within 24 hours is a non-refundable fee.

      As we have responded to ************************* and clarified Lyfts Terms of Service, we consider this matter resolved. 

      Customer Answer

      Date: 06/06/2024

       
      Complaint: 21801998

      Despite their claims, the issue was not due to any fault on my part, but rather a malfunctioning docking station. This is the seventh time I have explained that I was unable to move the bike after attempting to dock it near *********************. The station's failure to register the bike's return led to the unfair charges of $110.09 and the additional $250 fee for a "lost" bike. I provided clear evidence, including photos of the bike at the station and a screenshot from the app, which **** support has repeatedly ignored. This ongoing failure to address the actual problemLyft's malfunctioning docking stationdemonstrates a lack of accountability and customer care.

      Sincerely,

      *************************

      Business Response

      Date: 06/06/2024

      ************************* wrote in to Support on May 26, 2024 to report a fee that ************************* incurred during a bike rental taken on the Lyft platform. Our agents were in correspondence with ************************* that same day to let ************************* know this fee is valid due to the bike not returning to our system for over 5 days.

      Per Lyft's Terms of Service and Divvy's Rental Agreement, we will not be able to make any adjustments to this charge. Per our policies, the lost bike fee charged after a bike has not been returned within 24 hours is a non-refundable fee.

      As we have responded to ************************* and clarified Lyfts Terms of Service, we consider this matter resolved. 

      Customer Answer

      Date: 06/06/2024

       
      Complaint: 21801998

      I am rejecting this response because: Instead of addressing the specific issues I raised, Lyft has merely copied and pasted their previous reply. This lack of serious engagement and customer care is unacceptable. **** has consistently ignored my detailed explanation that the issue stemmed from a malfunctioning docking station, not any fault of my own. Despite providing clear evidence and explaining multiple times that I was unable to move the bike after attempting to dock it, **** has failed to acknowledge or address this crucial point.
      Given ****'s repeated, dismissive responses and their apparent unwillingness to resolve this issue fairly, I am left with no choice but to proceed with legal action to seek the refund and resolution I am due.

      Sincerely,

      *************************

    • Initial Complaint

      Date:05/29/2024

      Type:Product Issues
      Status:
      Resolved
      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 5/28/24, I purchased a $10 day pass from a BlueBike kiosk in ************. I had purchased this pass before, and, including tax, the charge usually came out to $10.62. The kiosk informed me this pass allowed me to take unlimited 2-hour rides within a 24-hour period. Once the purchase was made, all I had to do was swipe my card, receive a five-digit code, and enter this code at any bike on the rack to unlock at the bike. At the bike rack, there were both standard bicycles and partially-motorized e-bikes. My code worked to unlock these e-bikes and there was no notice at the kiosks mentioning any extra-charge to use the e-bikes, or that there was even any difference between any of the available bikes. During the day used both regular and e-bikes, and I was careful to stay within the allowed 2-hour period as I did not want to incur any additional fees. The following morning, 5/29/24, I looked at my account history and, in addition to the expected $10.62 chare, I also received charges for $10.09, $6.38, and $4.25. I called BlueBikes about these additional charges that same day and was told that there was a $0.25 charge per minute for using the e-bikes. I told the customer service representative that there was no notice of this charge at the kiosk, to which he replied that the fees were available on the website. I told him that there was no reason for me to have gone on the website as I made the purchase directly at the kiosk. I was told that as the prices were available on the website, the charges were valid, I could not receive a refund. I questioned this and asked once more for a refund, or at least the possibility of speaking to someone else. After being put on hold, I was informed that the supervisor was busy, but the rep took my email and promised me I would receive an email from his supervisor. Within an hour, I received an email from *************************** from Lyft informing me that these charges could not be refunded as they were the correct charges for an e-bike.

      Business Response

      Date: 05/30/2024

      We are in receipt of BBB complaint case #********. ***************************** complaint concerns a ride experience on the Lyft Platform.
       
      ***** wrote in to Support on May 29th to report being overcharged for rides. Support was in correspondence with ************************* the same day to inform ***** that the rides has been refunded.
       
      As such, we consider this matter resolved.

      Customer Answer

      Date: 06/01/2024

      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.  Thank you very much for your assistance and for your fast response!

      Sincerely,

      *************************

    • Initial Complaint

      Date:05/25/2024

      Type:Billing Issues
      Status:
      Resolved
      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.
      Citi Bike has customer accounts separated from memberships. I'm on public assistance w/ a reduced fare membership of $5.44 per mo. My membership expired on May 12. I was notified once, by email, on May 5, that it was about to expire and then notified again, on May 12, it was expired w/ no text notices. I did not see these two emails and wasn't aware that my membership auto-expires. The account remained active despite the membership expiring. Unaware my membership expired, I continued using Citi Bike on the 1 day I didn't have an active membership. On that day, May 13, I used Citi Bike three times and was charged the maximum fee of $5.22 per ride for a total of $15.66. The moment I realized I'd been charged for 3 dr. ***** rides, I contacted Citi Bike immediately to understand why I was charged per ride. They explained that they had emailed me twice, and that there was nothing they could do about canceling those fees or refunding the money despite the fact that I was going to renew my membership immediately, which I did with a different credit card, at the reduced rate for people on public assistance of $5.44 per month. They said it's impossible to cancel the fees because I didn't have an active membership on May 13th. I contend that I shouldn't have access to use their product if my membership has ended without being consulted about if I want to renew my membership or pay full price on a per ride basis before being permitted to keep using the product. Most businesses would refund the money if you weren't expecting the additional charge & cancel your account if you want or put the account on hold until you renew your membership. I challenged the charges through ***************** temporarily refunded me & are investigating it, but suggested I also contact you. Clients, especially on public assistance memberships, should't default to maximum charges when a membership expires. It's predatory behavior. I notified my local politician and request your assistance.

      Business Response

      Date: 05/29/2024

      We are in receipt of BBB complaint case #********. ****'s complaint concerns charges on ****'s account related to bike rides on the Lyft platform.

      **** wrote in to Support on May 13th, 2024. Our agents have been in correspondence with **** to request additional information to locate the charges in question. 

      **** has since informed us that **** disputed the charges with ****'s bank. These charges were automatically withdrawn from Lyft, meaning that we no longer have control of the funds.

      As we have clarified that ****'s charges have been released to ****'s bank, we consider this matter resolved.

      Customer Answer

      Date: 05/30/2024

      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 as long as Lyft Bikes and Scooters does not challenge the investigation that ********** is conducting and allows the charges for the three rides taken on May 13th totaling $15.66 to be permanently returned to my bank checking account as they have already been returned to my checking account on a temporary basis, pending the result of their investigation with Lyft Bikes and Scooters.  

      If Lyft Bikes and Scooters does not attempt to reclaim the money during the investigation by **********, and the $15.66 remains in my checking account permanently, then this matter is resolved to my satisfaction.

      Sincerely,

      *******************

    • Initial Complaint

      Date:05/22/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 on May 22 I rented a Citi Bike from a rental station in *****************. When I rented it I was informed that the rental fee for day pass was $19 . When I returned the bike my debit card was automatically charged $88. I spoke to a representative by the name of ******** from support team at about 9:30 pm on May 22nd to advise her of error but the representative did not adjust the payment

      Business Response

      Date: 05/23/2024

      We are in receipt of BBB complaint case ********. *************************** complaint concerns charges *********************** incurred on *************************** Lyft account. 

      *********************** wrote in to Support on May 22nd, 2024 to report these charges. Our agents have been in correspondence with *********************** to inform *********************** that the account making the charges was ***************************, and as such no refund has been issued.

      As stated by our Terms of Service, "Lyft expressly disclaims any liability arising from the unauthorized use of your User account...We are not responsible for the use of any personal information that you disclose to other Users on the Lyft Platform or through the Services...You may not allow other persons to use your User account, and you agree that you are the sole authorized user of your account."

      As we have followed up with *********************** and clarified our Terms of Service, we consider this matter resolved.

      Customer Answer

      Date: 05/28/2024

       
      Complaint: 21749293

      I am rejecting this response because: it did not initially indicate that it would be additional charges other than $19 for the day rental. It should have specified charges before bike rental not after return.
      Sincerely,

      ***********************

      Business Response

      Date: 05/30/2024

      We are in receipt of the consumer rebuttal in BBB complaint case #********. *************************** complaint concerns charges ****** incurred on ******'s Lyft account.
       
      Before a user can access the Lyft platform, the user must agree to ****'s Terms of Service. The Terms of Service appear when the user first signs up with Lyft, and the new user must click that the user "accepts" the terms before the user can continue to use the service. Our Terms of Service clearly state "Lyft expressly disclaims any liability arising from the unauthorized use of your User accountWe are not responsible for the use of any personal information that you disclose to other Users on the Lyft Platform or through the ServicesYou may not allow other persons to use your User account, and you agree that you are the sole authorized user of your account."
       
      As we have followed up with ****** and further clarified our Terms of Service, we consider this matter resolved.

      Customer Answer

      Date: 06/02/2024

       
      Complaint: 21749293

      I am rejecting this response because:
      It was unclear of estimated rate before rental. I believe I should receive a partial refund of $40 for the missed communication of rates before rental.
      Sincerely,

      ***********************

    • Initial Complaint

      Date:05/19/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 took a lyft and at the end of the ride the driver **** made very sexual advances towards me and said he would take me be back home and have *** with me all night and he lingered around at 2 in the morning until he saw my boyfriend in the window, I reported him and it escalated lyft apologized and said I would never be paired to that driver again and said if get a full refund, that was may 8 th at 2 something in the morning, they told me five days I'd have a full refund and now they are telling me that the refund didn't go thru, I want my money back. I don't feel comfortable using lyft but I use them a lot

      Business Response

      Date: 05/24/2024

      We are in receipt of BBB complaint case #********. *********************************** complaint concerns issues.
      We have been in correspondence with ******* to inform ******* that this is part of a known issue, and our engineers are currently working to find a permanent fix.
      As we have since been in correspondence with ******* and alerted our engineering team of the issue, we consider this matter resolved.

      Customer Answer

      Date: 05/24/2024

       
      Complaint: 21732149

      I am rejecting this response because: I want my money back,  I feel like I paid to be sexually harassed,  I want what I was told I was getting,  not lyft credit but a refund. 

      Sincerely,

      *******************************

      Business Response

      Date: 05/25/2024

      We are in receipt of the consumer rebuttal in BBB complaint case #********.

      As stated, we have been in correspondence with ******* to inform ******* that this is part of a known issue, and our engineers are currently working to find a permanent fix.

      As we have since been in correspondence with ******* and alerted our engineering team of the issue, we consider this matter resolved.

      Customer Answer

      Date: 05/28/2024

       
      Complaint: 21732149

      I am rejecting this response because:
      OOk it's known problem,  I want my money back y'all started it by giving me 2 dollars you still owe me 16 I'd like that too... 
      Sincerely,

      *******************************

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