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

• 

  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

• 

  CoGo Bike Share

  PO Box 6249 Columbus, OH 43206-0249

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:04/05/2024

  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 am owed 21 reward points. Lyft operates a bike share in ************* known as "Citibike". I am a member of the Citibike rewards program known as "Bike Angels". Bike Angels provides reward points for members who move bikes from full stations and dock them at empty stations. The Citibike mobile app shows you the points you will receive on a map with point numbers on each station. At the end of the ride, you are supposed to get a popup in the app showing the completed ride and the points earned. Points can be redeemed for money or membership credits so have a financial value. Citibike uses this program to avoid having to hire employees to rebalance their stations.On September 15th, 2023, I rode bike number 264-4268 at approximately 12:30pm. I took the bike from the station ****************************** and docked the bike at ************************************* *************************** was marked on the map as +4 points for taking bikes from the station and ********************************** was marked as +3 points for docking bikes at the station. Therefore it was a +7 point ride to take a bike from ********************* and dock it at **************** and *********. Also, my account had a "3x" promotional multiplier in effect at the time, so I should have received 21 points.When I finished the ride, I did not receive the popup showing the completed ride or the points. I contacted Citibike customer service and they did not respond for several hours. They claim I need a screenshot showing the ride with the points I'm owed. However their app did not provide the popup so there is nothing for me to take a screenshot of. I gave them the bike number and asked them to check the bike was no longer at ********************* to prove it was moved, but they ignored me.I've attached the picture I took of the bike number, the screenshot of my prior ride showing I had 3x multiplier, and screenshot of citibike confirming **************************** station malfunctions

  Business Response

  Date: 04/08/2024

  We are in receipt of BBB complaint case 21535305. ***************************** complaint concerns a Bike Angels experience on the Lyft Platform. 
  
  ************************* wrote to Support on Sep 15, 2023. Our agents were in correspondence the same day to inform this user of a Bike Angels ride not showing up in our system and to address ***************************** concerns. 
  
  As we have addressed ***************************** concerns and provided outreach to confirm our policy, we consider this matter resolved.

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 21535305
  
  I am rejecting this response because:

  Lyft support didn't respond to my September 15th case until several hours after I opened the case.  They told me I need to provide a screenshot of the ride in question in order to receive the reward points legally due to me as they advertised to me on their app.  However, they're app did not provide me with a ride receipt for me to take a screenshot of.  It's like if you go to a doctor with a broken leg, and the doctor says he can only help you if you have an x-ray of your leg not broken.  **** also refused to investigate if the bicycle was moved between stations, even though I provided the bicycle number.  If the bicycle is no longer at *************** & *********, that proves someone moved it.  If they don't have a record of the bike moving from *************** & *********, that proves their system malfunctioned.  I guarantee if someone took a bike out and didn't return it, suddenly they would be able to tell you easily who rode the bicycle.  The only reason they are refusing to investigate this issue is because they don't see any financial gain for themselves.

  Lyft is stealing my labor by falsely advertising compensation for work done, then refusing to provide the compensation after the work is done.  They created the bike ***** ******* to avoid having to pay employees to balance the bikes in their network, and now they are refusing to compensate their volunteers with the only excuse being that their own system malfunctioned!!  Bike ***** volunteers deal with ****'s broken stations on a daily basis and Lyft thinks they can abuse us because they are a large company and have a near monopoly on bike shares in *************.

  This issue is not resolved.  **** continues to ignore all of my detailed follow up questions with complete impunity, providing nonsensical cookie cutter responses that have no relation to the questions asked.  For example, I asked multiple times if they can at least see that the bicycle was moved, and they're response was "we don't see any error".  What does that mean?  I didn't ask if they saw an "error".  Did the bike move or not?  They refuse to answer this and many other basic questions that are relevant to my case.

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

  Business Response

  Date: 04/09/2024

  We are in receipt of the consumer rebuttal in BBB Complaint Case ********. ***************************** complaint concerns a Bike Angels experience on the Lyft Platform.
   
  As we have addressed ***************************** concerns and reached out to confirm our policy, we consider this matter resolved.

• Initial Complaint

  Date:04/01/2024

  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.

  [Date] 18th March 2024 [Money paid] $109.25 [Business commitment]Use non-electric bike for free for 45 min for members [Nature of dispute]I undocked a bike from the *********************** - 46th Street Lyft Bay Wheels bike rack in Temescal, *******, ** at 5.34pm on 18th March. I then proceeded to ride the bike to the *************** - ***************** corner Lyft Bay Wheels bike rack in ********, ** - about a 15 min ride. I tried to dock the bike at this bike rack for 5 min in multiple docking bike ports but was unsuccessful. The bike simply would not dock, no confirmation docking sound was made, the bike did not lock, and the Bay Wheels app continued to say that the bike was being used. I then took the bike to the ************************************* Lyft Bay Wheels bike rack and attempted to dock the bike there. However I encountered the same problem. I then texted customer support through the ********************** app. They asked me to send them a photo of the front of the bike, which I did. I held the seat up, while holding the bike in the dock for more than 5 seconds. None of the suggestions by customer support worked. After more than 20 min trying to dock the bike at 2 different stations and having contacted customer support, all without success, I decided to leave the bike at the dock unlocked. I informed customer support that I had done this. I assumed someone from the company would come out to fix it, as they have done in the past. The next day when I went to undock a bike, I found the previous ride was still active. I contacted support once again, explained the situation, and asked them to send someone out to investigate. Later that day in the evening the app showed the ride had ended, but I was charged $109.25 for the whole time.[Business tried to solve the problem?]No. They refuse to give me a refund. I should only be charged for the 15 minutes that I used the bike.[ID numbers] Bike ID: ******** Email addresses: ******************* *************** [Involves advertising]No

  Business Response

  Date: 04/02/2024

  We are in receipt of BBB complaint case ********. *************************** complaint concerns charges that *********************** accrued for a bike ride taken on the Lyft platform.
  
  *********************** wrote in to Support on March 18, 2024. Our agents were in correspondence with *********************** that same day. Support has granted *************************** requests for readjustments in regards to the ride costs *********************** inquired about to Support. 
  
  Additionally, per 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). Lyft has the authority and reserves the right to determine and modify pricing by posting applicable pricing terms to your markets Lyft Cities page."
  
  As we have granted *************************** requests and issued all necessary refunds, we consider this matter resolved.

• Initial Complaint

  Date:03/28/2024

  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.

  During a recent Citi Bike rental, I encountered a technical glitch at the rental station. A Citi Bike representative, upon reviewing my account, acknowledged the connectivity issue at the station. I was assured that my ride would be paused without incurring any charges until the station's connectivity was restored. The representative's exact words were, "Upon reviewing your account, I was able to check that the station is having connectivity issues. For that reason, I have paused your ride while our maintenance team addresses the issue so you can have access to our services. The ride will unpause once the station recovers the connectivity * will send you an ending confirmation."Despite the assurance, I received no fewer than 4 emails per week from Lyft, claiming that I owe $104.52. Under distress * in an attempt to resolve the matter, I paid the aforementioned amount, only to have my account subsequently locked, preventing me from renting a bike.I have been an avid user cycling nearly 5 days a week, beyond personal conveyance with Citi Bike was in alignment with the ethos of promoting active living * environmental consciousness among young adultsa mission central to the nonprofit I founded, *******************.Attempts to address this issue include direct communications with Lyft representatives * sharing the concern with Mr. ********************* * Mr. ********************* via LinkedIn on 20 March 2024. As of 28 March 2024 the issue remains unresolved, with the latest interaction being a representative's inability to provide my customer or account number or ID.I demand a fair * just resolution to this matter, reflective of the values *standards upheld by both our organizations. Specifically, I request the following:A full refund of the $104.52 charged due to the acknowledged technical glitch.Immediate unlocking of my Lyft account to enable the continuation of my Citi Bike rentals.An official apology for the inconvenience and distress caused by this situation.

  Business Response

  Date: 03/31/2024

  We are in receipt of BBB complaint case ********. ***********************'s complaint concerns charges that *********************** accrued for a bike ride taken on the Lyft platform.
  
  ******* De Truff wrote in to Support on November 3, 2022. Our agents were in correspondence with *********************** that same day. Support has granted ***********************'s requests for readjustments in regards to the ride costs *********************** inquired about to Support. 
  
  Additionally, per 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). Lyft has the authority and reserves the right to determine and modify pricing by posting applicable pricing terms to your markets Lyft Cities page."
  
  As we have granted *********************** requests and issued all necessary refunds, we consider this matter resolved.

  Customer Answer

  Date: 03/31/2024

   
  Complaint: 21498871
  
  I am rejecting this response because: I never received a refund, my ability to rent bikes have been blocked despite being a bike ****** Even when using my 501c3 account, my ability to pull a bike was limited. 
  

  Please provide evidence of refund & of the restrictions on my account being lifted.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/03/2024

  We are in receipt of BBB complaint case ********. ***********************'s complaint concerns charges that *********************** accrued for a bike ride taken on the Lyft platform.
  
  ******* De Truff wrote in to Support on November 3, 2022. Our agents were in correspondence with *********************** that same day. Support has granted ***********************'s requests for readjustments in regards to the ride costs *********************** inquired about to Support. 
  
  Additionally, per 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). Lyft has the authority and reserves the right to determine and modify pricing by posting applicable pricing terms to your markets Lyft Cities page."
  
  As we have granted *********************** requests and issued all necessary refunds, we consider this matter resolved.

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 21498871
  
  Hey team, please provide details on where this refund was issued as I have not received any refund as of today, Friday April 5th 2024.
  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/08/2024

  We have previously resolved BBB complaint case ********. ***********************'s complaint concerns charges that *********************** accrued for a bike ride taken on the Lyft platform.
  
  ******* De Truff wrote in to Support on November 3, 2022. Our agents were in correspondence with *********************** that same day. Support has granted ***********************'s requests for readjustments in regards to the ride costs *********************** inquired about to Support. 
  
  Additionally, per 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). Lyft has the authority and reserves the right to determine and modify pricing by posting applicable pricing terms to your markets Lyft Cities page."
  
  As we have granted ***********************'s requests, provided outreach to their email, and issued all necessary refunds, we consider this matter resolved.

• Initial Complaint

  Date:03/19/2024

  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 March 16th, I used the Lyft app to use the **bike around ************. When I unlocked the ebike, the advertisement for its $10 day pass popped up on the screen. I assumed that this day pass is for all kinds of bikes as it popped up WHEN I UNLOCKED THE **BIKE. But when I checked my bank account after the trip, I was charged twice for this short ***** minutes trip ($10 AND $14.97). On the Lyft payment history it was not showing that I paid $10 tho. I contacted the consumer service on March 19th to tell them I was charged for service I did not use. Their answer is that the day pass is only valid for CLASSIC BIKES. So why was Lyft showing the day pass advertisement to a consumer who just unlocked the **BIKE!!!!! The consumer service agent just repeated only saying "Sorry for your inconvenience, I am not able to help you." and finished the conversation on their end without my consent. I don't even care about this $10 anymore, I'm mad at the fact that Lyft knowingly manipulated a consumer to purchase a service (DAY PASS FOR CLASSIC BIKES) that is not related to the service that one has requested to purchase (RIDE FOR **BIKES), and will continue to do so to other customers in the future. I would like them to stop this wrongful manipulative tactic and be a more ethical corporation. P.S. The no refund clause under any circumstance for Lyft is just crazy, how is it even legal to do that.

  Business Response

  Date: 03/21/2024

  We are in receipt of BBB complaint case ********. *********************** complaint concerns an experience on the Lyft Platform.
   
  Jiwon contacted Support on 03/19/2024. 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:03/12/2024

  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 had a registration to reserve a car through Hertz to drive Lyft on 2/18/24 where they asked for a deposit HOLD of $250 on my car. Please understand it was supposed to be a HOLD on my bank card, NOT a charge, but they took the money. After seeing how their program forced you to drive so much to pay ***** for the car + **** I walked away after 5 days of driving with only $11.09 to myself. On 2/26/24 I went to the Hertz location at *************************** in ******** to return my vehicle and they were closed. I left the vehicle there and had my husband go back on 2/27/24 to give them the keys. They closed out my recent charging me for 5 days + 1 1/2 hours in which Hertz customer service said they issued a $38 refund and that Lyft should be processing that along with my deposit of $250. After over 10 attempts to speak to someone from Lyft we only have a text option thru the app or email support in which no one has done anything other than to keep telling me to check back. I have submitted receipts, screenshots and everything. Not to include last week **** attempted to run my debit card 6 times for $61.04 and 8 times for $45.56. My Bank called me, cancelled my debit card b/c they saw fradulent activity on the account from Lyft. I have tried to be patient with them but I have had it. They said deposits are returned 2 weeks after a returned rental, and what Lyft shows from what ***** shows is too different totals. I need my money asap.

  Business Response

  Date: 03/27/2024

  We are in receipt of BBB complaint case ********. *************************** complaint concerns Express Drive rental fees and the rental deposit.
  
  ******* picked up her rental vehicle on 02/21/24 until 02/27/24. The rental contract was closed out on Feb 27, 2024, 9:12 AM EST. ******* was charged for the days that she did have the vehicle. When closing out the contract, She was billed $147.37 for rental rate $76.86, taxes and fees $14.51, tolls and other fees: LLDW $56.00 
  
  After reviewing, ******* deposit was returned to ******* via a direct deposit as of 03/12/24
  
  We have verified that ******* was charged appropriately for all days that the rental vehicle was in ******* possession. 
  In addition, per ******* rental agreement, all remaining fees will be deducted from the rental deposit before the deposit is returned. 
  

  As we have confirmed the rental deposit was returned appropriately and verified that ******* was charged correctly, we consider this matter resolved.

  Business Response

  Date: 03/27/2024

  We are in receipt of BBB complaint case ********. *************************** complaint concerns Express Drive rental fees and the rental deposit.
  
  ******* picked up her rental vehicle on 02/21/24 until 02/27/24. The rental contract was closed out on Feb 27, 2024, 9:12 AM EST. ******* was charged for the days that she did have the vehicle. When closing out the contract, She was billed $147.37 for rental rate $76.86, taxes and fees $14.51, tolls and other fees: LLDW $56.00 
  
  After reviewing, ******* deposit was returned to ******* via a direct deposit as of 03/12/24
  
  We have verified that ******* was charged appropriately for all days that the rental vehicle was in ******* possession. 
  In addition, per ******* rental agreement, all remaining fees will be deducted from the rental deposit before the deposit is returned. 
  

  As we have confirmed the rental deposit was returned appropriately and verified that ******* was charged correctly, we consider this matter resolved.

• Initial Complaint

  Date:03/01/2024

  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.

  I have been a citibike member for over 10 years. on 11/14 i was forced to renew my membership in the amount of $223.19 - 3 weeks before it was due (only to later find out i was approved for *** ********** program and should have received a discounted rate)recently (mid january) my account got suspended with no notice or explanation and has been so for over a month. Despite having renewed my membership and paid the entire year in advance, i am unable to access a bike and this is my only means of transportation. i get the message "Youcannot take a ride at this time" I have called customer service over 20 times and each time i get the response that "they are unable to resolve the issue, will escalate it to the proper team and to expect a follow up within ***** hours". none of this happened. Each i call i have to reiterate the same information and get the same generic response from the reps. Today 3/1/24, I called 5 times this afternoon and was hung up on all 5 times. i have done an internet search and apparently this is happening to a lot of people, but none of them seem to have had resolution. Please step in. Thank you

  Business Response

  Date: 03/04/2024

  We are in receipt of BBB complaint case ********. ******************************* complaint concerns ******************************* rider account status. 
  
  *************************** wrote in to Support on January 26. We were in correspondence with *************************** on March 3 to inform *************************** that ******************************* account had been reactivated. 
  
  As ******************************* rider account has been reactivated, we consider this matter resolved.

  Customer Answer

  Date: 03/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********,

  I am truly appreciative of BBBs powerful reach that they were able to get this matter addressed so quickly.   I would like to accept the businesss response to resolve the case, but I respectfully ask why my account was randomly suspended for almost 2 months, so that I could be more mindful of it not happening again in the future.
  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/27/2024

  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.

  I have had an annual BlueBikes membership in ****** for about 3 years - I love the service and it is a key part of my daily commute. In January 2024, my account was frozen for an unknown reason. When I reached out to Lyft to learn more, customer service told me my account had been disabled due to violations of terms and conditions or community guidelines.I have read both those documents carefully and I have not violated them to my knowledge, but Lyft will provide no additional information, or offer me a path to re-enable my account. This is a huge disruption to my family and life, not being able to use this terrific service. I don't need any monetary reimbursement, but would like to know a path to reactivate my account.

  Business Response

  Date: 02/29/2024

  We are in receipt of BBB complaint case #********. ***************************** complaint concerns the status of ***************************** account. 
   
  Our agents were in correspondence with ************************* on February 20th, 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 ***************************** account, we consider this matter resolved.

  Customer Answer

  Date: 02/29/2024

  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 sent this complaint originally due to a lack of follow up communication from Lyft. But between when I submitted this and when this response came, **** did indeed reactivate my account, and I am very appreciative. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/18/2024

  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.

  February 5, 2024 *** CITI BIKE POWERED BY LYFT OVERCHARGES We are ********* who visited *** from Feb.3-Feb 6, 2024. We were there as guests for the ************************ reunion at the ****************** **************************************************** on Feb 5/24. We wanted to rent bikes from Citi Bike on *********** and ******** late morning for a day pass of $19USD. After downloading the Lyft Citi Bike app it wouldn't scan the bikes,so we asked a fellow user who was putting his rental back in the rack. He said we had done everything correctly and pointed us to the kiosk. We put in for 2 regular bikes for $19 per day.We used the bikes for under 3 hours and returned them around 3 near the ****************** on **************.When we returned to *******, our **** had THREE charges from Feb. 5th, 2024on it: Citibik *Subscript - $57.15CAD, Citibik *RIDE $54.43 CAD and Citibik*RIDE $102.30CAD So for under a three hour ride for 2 bikes, we were charged $213.88 CAD.I wrote to them several times and their reply was that we were charged additional charges for going over the 3o minutes. They never addressed the "$57.15CAD" we were charged. That was written nowhere.We have lived in many places as we are international teachers, and we have loved coming to *** on many occasions. This amount should have never been charged and once I wrote to the company, they should have reimbursed us the subscription amount at the very least. We will not recommend this company as we should have been refunded at least half of these overcharges.The instructions are not clear. What is a $19 a day with a 30 minute limit? Why were we charged a subscription fee of $57. CAD

  Business Response

  Date: 02/21/2024

  We are in receipt of BBB complaint case 21310278. **** ********************************* complaint concerns a ride experience on the Lyft Platform. 
  
  Ahne wrote in to Support on 02/09/2024. 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.

• Initial Complaint

  Date:02/12/2024

  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.

  When I decided to try to rent a Divvy bike in *******, I didnt know how much it would cost, but it didnt occur to me it would cost $240 for one ride. I could buy a much better bike for that cost. When I rented the bike I was acting quickly on my phone and I didnt realize until later that I was billed $130 or an annual membership. I was also charged $131 for the bike rental. I was having a mental health crisis and I was too exhausted to return it to the turnstile that day. When I wrote to Lyft they ignored my request. I guess I was supposed to read the whole lengthy contract to see there is over $100 charged for a lost bike gone for over 24 hours that isnt lost. I thought the membership covers the cost of the bike rental. They charged me much more than the hourly rate of a rental. They should inform us of this in their ads.My email was: ************************ Phone Number: ************ Nov 15, 2023 Membership Dates of Bike: Nov 15 and Nov 11.Bike# 582-6888 $109 ride 2: D00575 $0 Ride 3: 569-4468

  Business Response

  Date: 02/16/2024

  We are in receipt of BBB complaint case #********. ***************************** complaint concerns a bike that ************************* rented from **. 
   
  ************************* wrote in to Support on December 15th, 2023 to report a fee that ************************* incurred during a bike rental taken on the Lyft platform. Our agents were in correspondence with Brain ******* 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: 02/18/2024

   
  Complaint: 21284152
  
  I am rejecting this response because:

  I have already hear the Lyft position that the rental agreement states the rules. This agreement is a lot of fine print that a person doesn't have time to look at when renting a bike and clicking on the app to rent. The bike rental is relatively low cost and if I had known about this 24 hour fee I would have done everything possible to return it earlier.

  I don't understand why Lyft won't even respond to my complaint that when I clicked on the app to rent the bike it charged me for an entire years membership without my realizing it. I simply clicked on Rent Bike, I thought. I did not use the membership and immediately cancelled. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/23/2024

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

  Customer Answer

  Date: 02/24/2024

   
  Complaint: 21284152
  
  I am rejecting this response because:
  
  I have already responded.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/09/2024

  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.

  I took out a citibike as a member on Dec 31st, they said I did not return the bike, and charged me $100 saying I kept it out for over 24 hours. I docked it but I can't prove it. Also when I go into my account it says it was returned and it was on Jan 1st that I did not return the bike.I have been a member since 2014, when I have docked it wrong in the past I was NOT ABLE TO TAKE OUT ANOTHER BIKE! This time I took out bikes till Jan 7th not having any idea there was a bike missing and then they charged me $297 and locked me out. WHY did they let me take out another bike? I can't pay that much plus a new membership that will be due in March. They claim it is in their policy, I can not find it in what they have sent me. My bank refused the 297 charge, and closed down the charge card. I would like to use citibike but they will not let me till I pay 297, I can't and think its wrong.they keep sending me this line:"When a ride ends in the system, you are not prevented from taking another ride, until we start the investigation and tried to charge a lost bike fee, in case the fee is not paid, your account will be disabled, "I can not find anything in their rules that confirms this! I am a senior I use this for work I can not pay this nor can I own and carry a bike up and down the stairs. this is the number they refer to in all of the emails they send: (*********) Attached are 2 screen shots - --list of rides taken.--the other is the letter they sent, the information is wrong according to their own records!Missing bike is from Jan 1!

  Business Response

  Date: 02/16/2024

  We are in receipt of BBB complaint case #********. *************************************** complaint concerns charges ***** incurred on *****'s Lyft account. 
  
  *************************** wrote in to Support on January 8, **** 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, 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.