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.

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  Lyft Bikes & Scooters

  185 Berry Street San Francisco, CA 94107

• 

  CoGo Bike Share

  PO Box 6249 Columbus, OH 43206-0249

• 

  Citi Bike

  5202 3rd Ave Brooklyn, NY 11220-4371

• 

  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:05/15/2024

  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.

  This is regarding report ********* that I made at 7am on may 13th. After riding a classic divvy bike from my home to the medical district (10 minute ride) I found all divvy stations within a 1mile radius from the ******* and **** docking station (*******) full and not working (would not allow the electric scooters or electric bikes to be removed to make space to dock a classic bike). I called divvy and was informed that there was nothing they could do except submit a report and I was advised to wait or keep looking. All stations remained both full and not working all day. To ensure their bike wasnt stolen, I locked it to a scooter that was docked in the station and continued to check on it and assess the status of the 5 non working stations throughout the day. The bike remained secure and the stations remained down throughout the day. I continued to update divvy and was told that the mounting charges would be addressed once the bike was able to be docked (when they got the stations working). Ultimately, divvy did not address this issue for an entire day and when they did the bike I used was there, as I had secured it for them. Despite the bike being safely secured after a 10min ride and all of the following problems on divvy end (not mg end):1. 5 stations, every station within the very large radius of the medical district was full for an entire day 2. All of these stations were not working to allow an ebike to be moved to make space for classic bike 3. divvy both aware of the problems, aware that the problem was on their end and not the customers end and failed to address the issue for an entire dayThey still refuse to reverse the charge that resulted from A MASSIVE PROBLEM THAT DAY INVOLVING MULTIPLE STATIONS FOR MANY HOURS and culminated in their bike being secured at a their station without any damage or theft. it seems that I care more about their bikes than they do for their customers. I have many photos and screenshots to back up all of the above.

  Business Response

  Date: 05/16/2024

  We are in receipt of BBB complaint case ********. ************************* complaint concerns a ride experience on the Lyft Platform. ************************* contacted Support on May 13th. 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.

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21718466
  
  I am rejecting this response because: for a business to outright reject giving any refunds, even in the event of an error in charging the customer and not providing the services that the company has agreed to provide is unreasonable. Further, I can see that you have provided refunds to customers in the same situation based off of reading other responses to customers below.

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

  Business Response

  Date: 05/17/2024

  We are in receipt of the consumer rebuttal in BBB complaint case #********. ************************* complaint concerns a ride experience on the Lyft Platform.
  
  Before a user can access the Lyft platform, the user must agree to Lyft'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.
  
  As stated in 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.

  Customer Answer

  Date: 05/18/2024

   
  Complaint: 21718466
  
  I am rejecting this response because: the charge should have never have been made by divvy as a submitted the report at 7am that day (after completing my ride after only 10minutes). The report I made was that NO STATIONS WITHIN A 1 mile radius were working. And, as you can see in the screenshots, from my conversation with ****** at divvy, I was informed that he could not halt the charges that were being accrued despite divvys system being down and that divvy would need to wait to take action on the charge to evaluate the charge once the ride automatically ends. This is not in line with what is being communicated at this time and was purposefully misleading. Further, the agreement that you are referring to also includes divvy/lyfts responsibility as well, which was not honored in this case. 

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

• Initial Complaint

  Date:05/11/2024

  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.

  I was using citibike for the previous year and had it set up to auto renew. I have since moved out of the *** area and saw that I had a charge for an annual membership on my latest credit card statement. I contacted citibike and they said regardless of the situation they will not be able to provide me a refund or allow me to speak to a supervisor regarding this charge because it has exceeded 14 days.

  Business Response

  Date: 05/14/2024

  We are in receipt of BBB complaint case #********. ********************************* complaint concerns a membership renewal.
  
  Our agents have been in correspondence with ****** to inform ****** that we are unable to cancel this membership since more than 14 days have passed from the purchase date. 
  
  As ****** has been informed that we are unable to cancel this membership, we consider this matter resolved.

• Initial Complaint

  Date:05/11/2024

  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.

  Dear Lyft Support Team,I am writing to express my extreme dissatisfaction and frustration with the recent experience I had with your bike rental service. On April 8, I rented a bike (802-5611) through your platform, but encountered a significant issue when attempting to return it.Upon trying to lock the bike back up after use, the locking mechanism malfunctioned, rendering me unable to secure the bike as required. Recognizing the urgency of the situation, I promptly reached out to your support team for assistance. Despite assurances that someone would come to retrieve the bike the following day, no one showed up.After patiently waiting for a resolution, I contacted support again two weeks later, only to be met with excuses about staff shortages and delays. To exacerbate matters, I was shocked to discover that my account had been charged $100, a gross overcharge compared to the agreed-upon rental fee of $30. Furthermore, I was astounded to see an additional charge of $250 for a supposedly missing bike, despite my repeated attempts to have it collected.Given the seriousness of the situation and to prevent further unauthorized charges, I have taken the precaution of locking my card to prevent any additional charges. Thus, the total disputed amount is reduced to $70.It has now been over a month since the initial incident, and I am still without a resolution. This situation is not only inconvenient but also deeply concerning. I have made every effort to cooperate and resolve this matter amicably, but the lack of communication and apparent disregard for customer satisfaction is unacceptable.I urge you to prioritize this issue and take immediate action to rectify it. Specifically, I request that:The erroneous charges totaling $70 be refunded to my account without delay.A team be dispatched promptly to retrieve the bike from its current location.A formal apology be issued for the inconvenience and distress caused by this ordeal.I trust that you will treat this matter with the urgency and seriousness it warrants. Failure to address these concerns promptly will force me to seek alternative avenues for resolution and escalate this matter further.I eagerly anticipate your prompt response and resolution to this matter.Sincerely,*****************************

  Business Response

  Date: 05/14/2024

  We are in receipt of BBB complaint case #********. ********************************* complaint concerns a bike that ******* rented from us.
  
  The fee in questions is valid due to the bicycle not returning to our system for over 5 days.
  
  ********'s Terms of Service and Bay Wheels'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: 05/14/2024

   
  Complaint: 21697316
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  They completely ignored the part where I contacted support that day it was April 7th, 2024. If they keep a chat history, they can see that, and it will shoe that support said the I will stop getting charged, and someone would pick up the bike the next day. 2 I'm not just talking about getting a refund. I'm talking about how when I called support, they said that some one  would pick it up in a week or two it's been more than that.  Just want say again they only responded about the refund and ignored  me contacting support many times about picking up the bike. 

  Business Response

  Date: 05/15/2024

  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 Bay Wheels'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: 05/16/2024

   
  Complaint: 21697316
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Certainly:
  
  Respectfully, I understand that there may have been a miscommunication regarding the refund; however, it's imperative to address the primary concern at hand. The bicycle I received is defective, rendering it impossible to lock securely. Despite multiple assurances, the arrangement for its retrieval remains unfulfilled. It's disconcerting that this issue has been overlooked despite repeated mentions. I urge prompt attention to this matter, as its resolution is crucial. Thank you for your understanding and cooperation.

• Initial Complaint

  Date:05/07/2024

  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.

  The transaction in question started on Friday May 3, and was posted to my account Saturday May 4. I was charged $110 for what was supposed to be functional traditional bike. Instead, the bike was broken and I could not ride it / use it as intended. The company charged me the cost regardless of the fact the bike was broken, which I realized after moving a block away from the station. Once I realized I cant use the broken bike, I pushed it back to the station to lock it, but I could not lock it either. I called the companys support and they canceled the ride for me, told me to leave it there, and dispute the charge when it comed through on my account. To underline, the representative on my initial support call advised me to leave the bike as it was, and then to call back again to get a refund. Now the company is refusing to refund me $110 for a broken bike that I was not able to use for the intended purpose.

  Business Response

  Date: 05/08/2024

  We are in receipt of BBB complaint case ********. Tolga *******'s complaint concerns a ride experience on the Lyft Platform. ************* wrote in to Support on May 3rd, 2024 to report being over charged for a ride. Support was in correspondence with Tolga Ustener the same day to inform ***** Ustener that the ride has been refunded. As such, we consider this matter resolved.
  

  Customer Answer

  Date: 05/08/2024

  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. I appreciate all the work from BBB and the quick resolution from the business in reference.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/04/2024

  Type:Customer Service 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.

  THIS IS AN ADDENDOM TO MY THIRD COMPLAINT AGAINST THIS COMPANY THAT WAS FILED YESTERDAY. I AM NOW IN MY 29TH HOUR OF NO SLEEP OR FEED DEALING WITH THIS COMPLETE HORSECRAP, RUN AROUND AND **** POOR CUSTOMER SERVICE. I JUST TRIED TO SEND YOU THIS ADDENDUM AND IT WILL NOT ALLOW ME TO. LYFT WILL NOT ALLOW CUSTOMERS, LET ALONE THEIR DRIVERS TO CONTACT THEM WHEN ISSUES ARISE! YESTERDAY I USED THEM FOR THE LAST TIME WHEN THEY TOOK ME TO ********* TO GET MY NEW CELL ***** SET UP. CONSTANT PROBLEMS WITH THIS NONSENSE AND MY LYFT ACCOUNT WILL NOT ALLOW ME TO SIGN IN OR EVEN TO REGISTER AS A NEW CUSTOMER! I AM LIVID WITH THIS HORSE S__T, RUN AROUND AND PISSPOOR CUSTOMER SERVICE. I WASTED MULTIPLE HOURS TRYING TO REACH A LIVE PERSON AND EACH TIME AFTER TEXTING THE ISSUES, I WAS SENT A LINK TO A COMPANY CALLED "JUST ANSWER" WHERE A NEW CREDIT CARD NUMBER AND PAYMENT IS DEMANDED TO GET ANSWERS! AFTER MORE WASTED HOURS AND ANOTHER SIX OR SEVEN TRANSFERS, I FINALLY TRIED THIS ROUTE ONLY TO FIND OUT THE **** IN THE *********** REPEATEDLY STATES "WE HAVE NO RELATIONSHIP WITH LYFT" AGAIN ON A RECORDED LINE". THEY THEN REMOVED ALLEGEDLY MY FEE AND THE $55.00 FEE TO BE THEIR CUSTOMER. I THEN REMOVED MY LYFT APP FROM THE ***** AND TRIED TO WE INSTALL IT AND ANOTHER ****** IN FUTILITY! I HAVE HAD ENOUGH OR THIS CRAP! I AM A DISABLED AND RETIRED FIRST RESPONDER AND AGAIN I DEMAND CONTACT BY THIS COMPANY. AGAIN I DEMAND THE IM*****TE RESIGNATION OF THEIR D--M CEO, ********************* WHO CLEARLY HAS NEITHER THE CREDIBILITY NOR THE KAHUNAS TO ADDRESS MATTERS WITH LONG TIME AND LOYAL CUSTOMERS THAT HE HAS CONTINUOUSLY DEFECATED ALL OVER. HE NEEDS TO GO! THIS **** POOR COMPANY HAS MY INFORMATION AND AFTER THE LAST COMPLAINT, THEY FINALLY CONTACTED ME DAYS LATER! I AM LIVID WITH THESE CLOWNS AND I PLAN EXPOSE THEIR SORRY A----S TO THE ***** HERE IN *********! BECAUSE OF THE **** MAFIA HERE, CABS WILL NOT COME TO MY HOUSE IN DOWNTOWN *********!

  Business Response

  Date: 05/08/2024

  We are in receipt of BBB complaint case #********. ******************************* complaint concerns experiences with the Lyft Support team.
  
  We have escalated this concern to the appropriate department and will be following up with ******** individually.
  
  As the appropriate department has been notified of ********'s concern and will be in correspondence with ******** with more information, we consider this matter resolved. 

  Customer Answer

  Date: 05/10/2024

  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.

  Hello, ***, my name is **********************. I filed 2 more complaints against Lyft. And I can not reach a live person yet at your place. The inter code number for this 1 is 647. 578. 1. B 2 bb6, this is in regards to lift after wasting over 40 h this week alone dealing with these people, I think we finally got it resolved and even their CEO has changed without them bothering to notify or change on their website. But in any event, the issue seems to be resolved now and I wanted to let You guys know this is for both the 3rd and 4th complaints I filed against them, and my number is ***********, if you have.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/03/2024

  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.

  A few months ago, we rented two Divvy bikes and returned them. Divvy said we didnt and had charged $150. *** contacted multiple times and gotten a response saying that the financial department will contact me and not to send any more messages. Months have passed and after a second attempt I still have no response. Im out hundreds of dollars because their customer service is non existent.

  Business Response

  Date: 05/06/2024

  We are in receipt of BBB complaint case ********. ************************************* complaint concerns a bike that ********************************* rented from us.
  
  ********************************* wrote in to Support on April 1st, 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: 05/07/2024

   
  Complaint: 21661957
  
  I am rejecting this response because:
  We returned the bikes. Both of them. We tried contacting Divvy but there was no response from the team we were told would contact us. The chat history can be found in my Divvy customer service file. The ********************** WERE returned. This is not over until my money is returned.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 05/09/2024

  
  We are in receipt of 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 appears 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: 05/14/2024

   
  Complaint: 21661957
  
  I am rejecting this response because:
  I replied to your emails (it said I could) and got no response. Unfortunately, your terms and conditions dont cover what happens when YOU guys dont respond. I can attach the emails if needed. I sent multiple. It is not my fault if you guys dont respond. This is completely unfair and predatory.

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

• Initial Complaint

  Date:04/20/2024

  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.

  Hi; My son used the Lyft app on my account, and I looked at the bills from 09/01/2023-11/19/2023 present and find almost $400 in incorrect scooter parking fees. The emails notifying him of these assessments do not go to me.
  
  Neither do they show up on the Lyft app- only on the credit card billing statement. It is not possible that he incorrectly parked scooters 15 times in 2.5 months as they indicate, he says he sent them photos of the parking each time, and there was not appropriate notification of these fees. In addition, how Lyft determines what inappropriate parking is is suspect. These rides are in ********** ***., which is experiencing increased petty crime and vandalism.
  
  In the case that a scooter was parked correctly, for example, we cannot be responsible if someone else comes along and kicks it over, throws it around, etc. These fees seem extortionate to me.
  
  I would like a refund of these fees ($397.50) to the credit card on my account. If that cannot be done I will cancel my Lyft account (and his-I've been paying several hundred dollars a month for rides/scooters) and proceed with filing complaints against Lyft in as many forums as I can possibly find.
  
  Jack (John) ******** 

  Business Response

  Date: 04/22/2024

  We are in receipt of BBB complaint case ********. John ********** complaint concerns an experience on the Lyft Platform. 
  
  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 John ********** concerns and clarified our Terms of Service, we consider this matter resolved.

• Initial Complaint

  Date:04/11/2024

  Type:Sales and Advertising 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 refuses to provide customers refunds for faulty rides. After a recent ride where I had an issue with a bike that resulted in the service not being provided as described, **** refused to provide a full refund. It should not be the responsibility of the consumer to pay for faulty bikes and Lyft should not be profiting from this. This is known complaint among riders and its unethical. If Lyft keeps $1 for every faulty ride from consumers it adds up. This is fraud.

  Business Response

  Date: 04/15/2024

  We are in receipt of BBB complaint case ********. *********************************' complaint concerns a ride experience on the Lyft Platform. 
  
  ********************************* wrote in to Support on April 10, 2024. Our agents were in correspondence the same day to issue a partial refund of the ride cost and to address *********************************' concerns. 
  
  As we have addressed *********************************' concerns and issued a partial refund of the ride cost as an exception, we consider this matter resolved.

  Customer Answer

  Date: 04/15/2024

   
  Complaint: 21564930
  
  I am rejecting this response because: a partial refund is unsatisfactory in the case of faulty rides. The ride is from start to finish and they failed to provide a service which resulted in a major inconvenience and that myself and other riders who experience similar issues have to deal with. I understand that sometimes things break or do not work properly but as paying customers we should not have to take the burden. Lyft is profiting from failure to provide complete end to end, working services. They would not share their policy with me that states this and they refuse to engage further. Yet in addition to my complaint I see similar ones first hand and across the internet. This is extortion as they hold the power to dismiss customers and continue to charge them for faulty rides with zero accountability. 

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

  Business Response

  Date: 04/18/2024

  We are in receipt of the consumer rebuttal in BBB Complaint Case ********. ************************************* complaint concerns a ride experience on the Lyft Platform.
  
  ********* wrote in to Support on April 10th, 2024. Our agents were in correspondence the same day to issue a partial refund of the ride cost and to address ************************************* concerns. 
  
  As we have addressed ************************************* concerns and issued a partial refund of the ride cost as an exception, we consider this matter resolved.

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 21564930
  
  I am rejecting this response because: It does not answer the question. Please provide me with your policy in writing that says faulty are the responsibility of the consumer. Consumers should not have to pay for a service that does not function properly end to end (on top of a membership fee). 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:04/08/2024

  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 Friday april 5th, 2024 I took a ride with citibike near ***************, central Park, ***, ** Thinking I was gonna be able to save money I chose the "day pass" for 19$ plus taxes. The app said it would charge extra for an ebike, I was ok with that since I know how the system works however when I double checked I was charged the day pass plus 21$ and when talking to an agent from Citi bike came to the realization that I didn't need the day pass in the first place because it's more "appointed to regular bikes". And the unlock fee for ebikes is 4.75$ meaning I overpaid 15$ aprox for nothing.When I tried explaining the agent several times that the company should communicate better (ie. When opening day pass option it should read ONLY FOR REGULAR BIKES) these fees since there's no benefit into getting a day pass for an ebike he refused to get me a partial refund of 15$. This company is taking advantage of people and not being clear. The ride didn't need the day pass and should've cost 26$ including unlock fee. Ended up costing me $ 40 something dollars which is outrageous. They refuse to do a partial refund. I'm looking to get my partial refund and make this company set a big and clear sign on the day pass that it's ONLY BENEFICIAL TO REGULAR BIKE RIDERS. for ebikes, this option shouldn't even be available since there's no benefit to it like I already mentioned.

  Business Response

  Date: 04/09/2024

  We are in receipt of BBB complaint case ********. ********************************* complaint concerns an experience on the Lyft Platform. 
  
  ***************************** contacted Support on April 8, 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.

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 21545770
  
  I am rejecting this response because:
  Bad practice of business .

  Keeping extra money from customer due to poor communication/misleading advertisement. Day pass is not needed when using ebikes because you still have to pay for it and the unlock fee is 4,75 and daypass is 19$. Since i didn't use a regular bike and paid apart for the ebike service, this classifies as false advertising since they should not charge day pass when customer is using **********************, only unlock fee. I was asking only for the difference which is 15$ however I'm planning to take further actions if this company doesn't refund me and change the wording in order to prevent others from overpaying 

  Regardless of their policy:

  ******** law protects consumers from false advertising. You have a right to receive truthful information about products and services. False advertising is any advertising that is misleading in any significant way. This includes any statements or pictures about the product. It also includes failure to disclose certain information about the product or service.

   

   

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

  Business Response

  Date: 04/10/2024

  We are in receipt of the consumer rebuttal in BBB complaint case #********. ********************************* complaint concerns ride charges on her account.
  
  Before a user can access the Lyft platform, the user must agree to Lyft'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.
  
  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 followed up with ***************************** and clarified our Terms of Service, we consider this matter resolved.

• Initial Complaint

  Date:04/06/2024

  Type:Customer Service 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 has a discounted citibike agreement with credit union and local municipalities for low income riders. However they make it extremely difficult to access the service and very quick to kick you off. Ive been kicked out of my discounted citibike account 3 times. The first two I gave them the benefit of the doubt but now I am convinced that it is on purpose, and being the a large number of the discounted accounts are BIPOC this is discrimination. This last time I lost my discount I contacted **** and changed cards and it worked on my Lyft account but on the ********************** it didnt. They then said it was an error on their system of a doubled account which they said it was fixed. Well it wasnt fixed and I again lost my membership, which they make extremely difficult to get back, I have to contact my credit union and file a whole bunch of paperwork for a code all of which ends up deterring people from coming back with the discount membership. This is the third time and they refuse to fix it although this is their fault, they are getting away with using public property for the bikes with the agreement to have these discounted programs all of which they go out their way for people to access, and kick people off as soon as they can. I am extremely disappointed with their lack of customer support and service and no company should be able to get away with this

  Business Response

  Date: 04/07/2024

  We are in receipt of BBB complaint case ********. ***********************' complaint concerns a charge *********************** incurred on *************************** Lyft account. 
  
  *********************** wrote in to Support on March 07, 2024 to report that *********************** was unable to request a ride due to a failed payment on ***********************' account. 
  
  We have since been in correspondence with *********************** to inform *********************** that, as stated by our Terms of Service, "As a Rider, you understand that request or use of the Services may result in charges to you (Charges). Charges include Fares and other applicable fees, tolls, surcharges, and taxes as set forth on your markets Lyft Cities page (www.lyft.com/cities), plus any tips to the Driver that you elect to pay."
  
  As we have followed up with *********************** and clarified our Terms of Service, we consider this matter resolved."

  Customer Answer

  Date: 04/07/2024

   
  Complaint: 21540100
  
  I am rejecting this response because:
  Its not resolving the issue, their reply is generic nonsense. They are discriminating and making the affordable membership process more difficult
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/08/2024

  We are in receipt of BBB complaint case ********. ***********************' complaint concerns a charge *********************** incurred on *************************** Lyft account.
  
  *********************** wrote in to Support on March 07, 2024 to report that *********************** was unable to renew their membership due to a failed payment on ***********************' account.
  
  We have since been in correspondence with *********************** to inform *********************** that, as stated by our Terms of Service, "As a Rider, you understand that request or use of the Services may result in charges to you (Charges). Charges include Fares and other applicable fees, tolls, surcharges, and taxes as set forth on your markets Lyft Cities page (www.lyft.com/cities), plus any tips to the Driver that you elect to pay."
  
  As we have followed up with *********************** to inform them that their membership could not auto-renew due to a failed payment, and clarified our Terms of Service, we consider this matter resolved."