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:01/15/2024

  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  I am a broke college kid and was wrongly charged 79$ from blue bike because their docking stations are outdated and don't properly work. I have been a regular user of blue ********************** for a while. My debit card is still under my parent's account so I was not able to see the charge until 3 months later and did not even receive a notification on the app about the charge. I called to dispute it, because no one in the right state of mind would rent a blue bike for 23 hours, and thought the customer service would understand, however, they completely unbudgingly told me that there was nothing that they could do. Apparently there is a 30 day no exception policy, which is entirely bogus, because I didn't receive a notification from anywhere saying that I had that charge, and if I did I could've disputed it way earlier. I'm so sick of the crappy customer service, and even crappier blue bike system. If they had shown even the least bit of understanding, or even offered a voucher or something I would not be upset, however they handled it in the worst way possible.

  Business Response

  Date: 01/17/2024

  We are in receipt of BBB complaint case #********. Dika KC's 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 ****'s concerns and clarified our Terms of Service, we consider this matter resolved.

• Initial Complaint

  Date:01/02/2024

  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.

  They put my account on auto renew for an annual membership. It was renewed on December 14, 2023. I contacted them today after seeing it on my credit card statement to state that they needed to cancel it because I no longer live in the area. They told me that it will be canceled effective December 14, ****. Thats ridiculous. I want to be refunded pro rated. They claim I need to do within 14 days. I was a little busy with my three children over the holidays to check my credit card to see if Citi Bike was s******* me or not. I want to be refunded. Its ridiculous that they can keep your money this shady way

  Business Response

  Date: 01/05/2024

  We are in receipt of BBB complaint case #********. ***************************** complaint concerns a promotional offer purchased on the Lyft Platform.
  ************************* contacted Support on January 2, ****. Our agents were in correspondence the same day to address ***************************** concerns.
  As outlined in the Terms for this promotional offer, After 14 days, you will be automatically enrolled into an auto-renewal subscription for an annual Citi Bike membership at a rate of $200 plus tax if applicable for a year, unless you turn off auto-renew in your account settings prior to auto-renewal.
  As we have addressed ***************************** concerns and clarified the Terms of this promotional offer, we consider this matter resolved.

• Initial Complaint

  Date:12/17/2023

  Type:Sales and Advertising 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.

  Unlocked a citi bike which was unable to relock. Assumed the problem was the dock, not the bike, so tried three other stations before i realized there was a missing part on the bike. Bike also had flat tire and non-working brakes, so this was not an enjoyable ride to the other stations. After reaching out to citi bike, they told me that the ride would be hidden from my account and the fee would be refunded, but that they couldn't refund the fee directly until they ended the ride, which they refused to do. The ride has not been refunded, and the ***** charge remains on my account.

  Business Response

  Date: 12/18/2023

  We are in receipt of BBB complaint case #********. **** August's complaint concerns charges that *************** accrued for a bike ride taken on the Lyft platform.
  
  *************** wrote in to Support on 12/12/23. Our agents were in correspondence with *************** that same day. Support has granted ***************'s requests for a full refund 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 and issued all necessary refunds, we consider this matter resolved.

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 21020904
  
  I am rejecting this response because: 

  Refund has not been received.

  Sincerely,
  
  ****

  Business Response

  Date: 12/21/2023

  We are in receipt of BBB complaint case #********. **** August's complaint concerns charges that *************** accrued for a bike ride taken on the Lyft platform.
   
  *************** wrote in to Support on 12/12/23. Our agents were in correspondence with *************** that same day as well as on 12/18/23. Support has granted ***************'s requests for a full refund in regards to the ride costs *************** inquired about to Support. This was communicated to *************** on 12/19/23. The refun will take 5-7 business days to reflect on ***************'s bank statement.
   
  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 and issued all necessary refunds, we consider this matter resolved.

  Customer Answer

  Date: 12/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is roughly satisfactory to me. Even though Citibike did not issue the refund until a week later when I complained, and implied that they had communicated with me and were actively handling the matter when they were not, I have now received a refund. 
  
  Sincerely,
  
  ****

• Initial Complaint

  Date:12/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used a byke 2 times within 3 days to get to work witch was about 7 minute s away . The first time i left it at a station witin 10 minutes and was charged $25 dollars . Today ***** i used a byke to go to work and again there is no station any where around the area . So i left the byke in from of my work and now im been charged $65 for a 10 minute ride . It is not my fault that there is no station within a mile from where i was . Then i called text support and they tell me that they cant refund my money even tho the agent saw that there are no stations any where near . He agreed with me but told me that there was noting he can do for me . I want my money back . Thats a form of stealing . Im calling a news channel to let others know of you s***** practice

  Business Response

  Date: 12/07/2023

  We are in receipt of BBB complaint case #********. *************************** complaint concerns charges ***** incurred on Angel's **** account.
  
  Before a user can access the **** platform, the user must agree to ****'s Terms of Service. The Terms of Service appear when the user first signs up with ****, 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, 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 **** Cities page (www.lyft.com/cities), plus any tips to the Driver that you elect to pay. **** has the authority and reserves the right to determine and modify pricing by posting applicable pricing terms to your markets **** Cities page or quoting you a price for a specific ride at the time you make a request."
  
  As we have followed up with ***** and clarified our Terms of Service, we consider this matter resolved.

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20970967
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/01/2023

  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.

  On November 19, I tried for the first time to use a citi-bike.I noticed their were multiple pending charges in my account from "Lyft *************** and waited until they posted to get a clear idea of what I would finally be charged.I saw that 2 charges posted ($3.96 - confirmed from my receipt when I returned the bike at the end of the ride) and then another mystery charge of $20.68.When I first called Citibike customer service, the representative said to me that it was a holding charge that would lift after **** business days. I explained that all of the "holds" had cleared and this amount was now posted which means it's no longer pending. He insisted that I needed to give it time, and that if it didn't after that time to call them back.On December 1, 2023, I called because the charge was still there. I was out on hold and hung up on at least 3 times before I demanded not to be put on hold again. The representative said to me that the $20.68 charge was for a cab ride I had taken that day. And argued me down about it as I pulled up my card records to show that I had taken 1 cab ride (through Lyft) that day, and it was a totally different amount on a different card.I pointed out that the charge said "Lyft *************** and that if it was for a car ride that it would say so. I was put on hold again briefly, then was told that it was now a charge for their "day pass" which is usually $19 for the day. When I pointed out that I didn't ride the bike for whole time to count as part of the "day pass," she then changed her point and said it was an "unlocking fee" because I "used an electric bike and not a classic bike." And that this is the charge to remove the bike from the lock.There was never ANY indication that there was a difference in fees for either the e-bike or the classic pedal bike.I expressed my frustration at these "sudden hidden fees."I hung up in frustration, and immediately started my claim form with the BBB.

  Business Response

  Date: 12/04/2023

  We are in receipt of BBB complaint case #********. ***************************** complaint concerns charges ************************* incurred on ***************************** Lyft account. 
  
  ************************* called in to Support on 12/1/23 to report these charges. Our agents have been in correspondence with ************************* to inform ************************* that the account making the charges was ***************************** for a Citi Bike day pass and a ride fare charge for an e-bike ride, 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: 12/08/2023

   
  Complaint: 20945898
  
  I am rejecting this response because:

  There was no unauthorized use of my account. There was only 1 bike ride for the day ($3.96), and the reasons for the additional charges are changing yet again. This charge happened at the exact same time as the other charge for only one specific bike. 

  I was given several different explanations for the $20.68 charge: 

  1. First, they denied the charge was even there. They confirmed that they could only see the $3.96 charge on their end. I had to give them the specific date and time for the second charge of $20.68 before they could give me more information on it. 

  2. Then, they said it was a hold fee that would be returned to me once the pending charges for the ride lifted. (told to me on 11.21.2023). I was instructed to call back after 10 business days if it was still on my account)

  3. When I called several times on 12/1/2023. I was then told that this was for a "cab ride" I took that day. I explained that I used a different card for that cab ride and it had already posted to my account for a different amount.

  4. Then they said it was for a "day pass" that was $19 for the day. I explained that I did not have the bike for that long, and that this didn't explain me being charged for the other fee of $3.96 if I was already being charged for the other. 

  5. Suddenly, the last and final reason for the charge given by the representative was that the charge was for the "unlocking fee" of the e-bike vs a classic pedal bike. That there is always a charge difference for the two. This wasn't disclosed anywhere during the purchasing process. 

  They did NOT say it was a charge for an unauthorized ride on my end. 

  I recommend actually listening to the multiple calls I made that day (that are supposed to be recorded) to confirm the several excuses they gave for the charge. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/13/2023

  We are in receipt of the consumer rebuttal in BBB complaint case ********. ***************************** complaint concerns charges ****** incurred on ***************************** Lyft account. 
   
  ************************* called in to Support on 12/1/23 to report these charges. Our agents have been in correspondence with ************************* to inform ************************* that the account making the charges was ***************************** for a Citi Bike day pass and a ride fare charge for an e-bike ride, and as such no refund has been issued.
   
  As we have followed up with ************************* and clarified our Terms of Service, we consider this matter resolved.

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 20945898
  
  I am rejecting this response because, yet again, they are giving a different reason for why I was charged TWICE for 1 bike ride on the same bike within the same timeframe for 15 minutes.

  This is the same runaround I was given when I called customer service when I explicitly asked if I was charged for the day pass and not a timed ride. 

  The correspondence before this showed that they believed this to be "an unauthorized charge where I must have given my information to someone else to purchase another ride" so they weren't at fault per their policy. 

  If I was charged for the day pass - $19 (the $20.68 "the first charge"), why would I then be charged for a timed ride fare of 15 minutes - $3.96 ("the second charge"). The day pass would have included and covered the timed I spent on the bike up to 45 minutes so why would I then be charged an additional charge of $3.96 for a 'timed ride' of 15 minutes?

  The kiosk did not give an option to choose between the day pass and a timed ride for the e-bike. Instead I was charged for both when I should have been charged for one: the 15 minute ride that I took = $3.96. 

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

  Business Response

  Date: 12/26/2023

  We are in receipt of the consumer rebuttal in BBB complaint case ********. ***************************** complaint concerns charges ****** incurred on ***************************** Lyft account. 
   
  ************************* called in to Support on 12/1/23 to report these charges. Our agents have been in correspondence with ************************* to inform ************************* that the account making the charges was ***************************** for a Citi Bike day pass and a ride fare charge for an e-bike ride, and as such no refund has been issued.
   
  As we have followed up with ************************* and clarified our Terms of Service, we consider this matter resolved.

  Customer Answer

  Date: 01/04/2024

   
  Complaint: 20945898
  
  I am rejecting this response because it is now being confirmed from this new reply that I WAS charged twice for one single ride on the same e-bike in the same timeframe for the 15 minute ride.

  I request a refund for the day pass charge of $20.68, as again, I have already been charged for the timed ride of 15 minutes ($3.86).

  I did not use the bike long enough to qualify for the day pass times. Their kiosk system does not give you the option to choose between a timed ride and a day pass.

  I do not request a refund for the timed ride.

  For clarity, CitiBike customer service reps were not able to state the associated fees with riding the standard pedal bike vs the electric bikes. This was also not clarified at the kiosk during purchase.

  Thank you.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/29/2023

  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.

  On November 18th, 2023 1:44 PM, I took out a Bluebike as I do almost every day. I unlocked it at **************** at *********** and I docked it at ************************************ 10 minutes later. The dock flashed green indicating that it locked and the bike has been successfully returned. However, it did not register in the app and appeared to continue running. I called customer service later that day and they assured me that they can see that I docked it but that the dock was offline and this is why it didn't register in my account. Nevertheless, they charged me $76.50 for "having the dock out for 24 hours" and later charged me an addition $250 as a lost bike fee. I have called and emailed them endlessly but they refuse to refund the charges. I have researched online and it appears countless of others have has similar experiences. I wonder what percentage of their revenue is made through these fraudulent charges?I have used Blue Bikes for over three years with an annual membership. I typically endorse the companies to all my peers. I would know and acknowledge if I used the service incorrectly.

  Business Response

  Date: 12/01/2023

  We are in receipt of BBB complaint case #********. ***************************** complaint concerns a ride charge on the Lyft Platform. ************************* contacted Support on November 18th to report being overcharged for a ride. Support was in correspondence with ************************* the same day to inform ************************* that the ride has been refunded. 
   
  As such, we consider this matter resolved.

• Initial Complaint

  Date:11/27/2023

  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.

  I paid for an annual Citi Bike membership on 7/14/23 and beginning on 10/5/23 I have been prevented from borrowing bikes. When I attempt to borrow a bike I get a message "You cannot take a ride at this time". I have called and messaged Citi bike over 15 times and each time I get a different explanation and a promise to respond to the situation within ***** hours but no one ever follows up as promised. I have had to pay for public transportation and cabs because I have not had access to bikes that I already paid for. I request that I be reimbursed for these transportation costs, that my account be made active and available for use, and that the membership be extended to compensate for the time I have not had access to it.

  Business Response

  Date: 11/30/2023

  We are in receipt of BBB complaint case #********. ************************* complaint concerns ************************* rider account status.
   
  ********************* wrote in to Support on 10/05/23. We were in correspondence with ********************* on 11/30/23 to inform ********************* that ************************* account had been reactivated.
   
  As ************************* rider account has been reactivated, we consider this matter resolved.

• Initial Complaint

  Date:11/26/2023

  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 have been a subscribed Citi Bike member since December 2022, and have been in good standing the entire time. On November 15, 2023, at 12:06 PM, I attempted to unlock a bike from the Citi Bike dock at ************************************ in Brooklyn.The dock chimed and the light turned green, as if the bike was unlocked, but the bike was never physically released. I stood by the dock for a few minutes, trying unsuccessfully to yank the bike out of the dock, but it simply would not budge. I took a photo of the bike still locked in the dock at 12:07 PM, with a timestamp. As I was in the middle of a commute (which is why I was trying to rent a bike in the first place), I was not able to stand by the broken dock indefinitely. I was also not able to try renting a different bike, as the app insisted I was already in a ride.The next day, I received a charge for $104.52 for a 25-hour ride. I thought this was outrageous as I was never actually able to use the bike for even a single minute. I contacted **** support, and they said that the bike was no longer in their system, and that I was responsible for returning it.On November 23, I was notified that the bike was still missing and that I would not be able to unlock any more bikes until it was returned. I live in a transportation desert, and Citi Bike is my main method of transportation. I don't understand how I can be held responsible for a faulty dock and a bike that was never released to me, even though I tried for quite some time to make sure it was really locked. I'm asking Citi Bike to refund me for the ride I was never able to take, and reinstate my ability to continue using the service.

  Business Response

  Date: 11/29/2023

  We are in receipt of BBB complaint case #********. ***************************** complaint concerns a bike that ***** rented from us.
  
  Our Support agents were in correspondence with ***** to inform ***** that a bike rented from us on Nov 15, 2023 did not return to our system for over 5 days. Due to this, ***** will not be able to rent another bike until this bike has been returned to our system.
  
  Per Lyft's Terms of Service and Citi Bike's Rental Agreement, we will not be able to make any adjustments to this claim. Per our policies, riders are fully responsible for the proper return of their bike at the end of their rental.
  
  As we have responded to ***** and clarified Lyfts Terms of Service, we consider this matter resolved.

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20918364
  
  I am rejecting this response because:
  
  I feel like its very disrespectful that the company refuses to acknowledge that I was never able to remove the bike from the dock. I dont understand how someone can be expected to return a bike at the end of their ride if I was never given a bike in the first place.

  I dont understand how a malfunctioning dock is the responsibility of the customer.

  Is there a reason for these cold, callous responses? The disrespect for either not listening or not believing what Im saying? The unwillingness to work together to try to solve the problem? The contempt in accusing me of theft despite my providing evidence in my defense? Please help me understand.

  Ive been a loyal customer for such a long time, Ive more than proven my good standing, and Im being met with such disdain.

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

  Business Response

  Date: 12/01/2023

  We are in receipt of the consumer rebuttal in BBB complaint case #********. ***************************** complaint concerns a bike that ***** rented from us.
  
  As stated, a bike ***** rented from ** on Nov 15, 2023 did not return to our system for over 5 days. Due to this, ***** will not be able to rent another bike until this bike has been returned to our system.
  
  We consider this matter resolved.

  Customer Answer

  Date: 12/01/2023

   
  Complaint: 20918364
  
  I am rejecting this response because:

  As stated, I was not able to rent a bike from you on Nov 15, 2023. I dont understand how I am responsible for a bike I was not able to remove from the malfunctioning dock. Given your logic, I should be able to rent another bike, because the bike was never removed by me from your system.

  Its unclear to me if anyone is reading my messages, or if these responses are automated. None of my concerns have been addressed even once. Is there any human I might be able to interact with? I think this matter might be able to be quickly resolved in that case.

  I was in touch with support from the moment the dock malfunctioned and did not release the bike. I have explained the situation in great detail. I simply dont understand what I could have done differently. Am I meant to stand by a malfunctioning Citi Bike dock indefinitely? That does not seem plausible given that this would be a volunteer position and I am not in a financial position to be volunteering my time to a corporation in this manner. I dont know how long I wouldve needed to stand there, as it does appear that still to this day, nobody has come to inspect the station. Can someone please instruct me on what I couldve done in this situation? Please take into account the details that have been repeatedly explained at length in your response.

  This matter unfortunately continues to be unresolved.

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

• Initial Complaint

  Date:11/25/2023

  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.

  On November 4, I docked a Citi Bike in an offline station after a 10-minutes ride. It docked without problems, there was a green light flashing. Despite some trouble this caused, including a high charge for a bike which I supposedly used for 24+ hours, this was solved quite adequately by Citi Bike and I received a refund because the bike reappeared in the system after the station went back online. However, from that moment on my Membership was made inactive and I started to pay bike charges as if I am a non-member. I know my Membership was still valid until April ****. **************** admits "it is a weird problem", "it has been escalated to a technical team", "we cannot give you a temporary Membership while they sort this out because the system doesn't let me". Also "we will refund you", "we will send you updates". While customer service is relatively easy to reach, the people working there are nice, and the problem is not denied - the result is still that nothing happens and I don't know what the problem is. I do not receive promised updates. This is very frustrating because I used Citi Bike for my work every day and I have been a Bike ****** helping out with empty stations, and probably being one of their best customers.

  Business Response

  Date: 11/29/2023

  We are in receipt of BBB complaint case #********. ******************* complaint concerns membership issues.
  
  Our Support agents have been in correspondence with *** to inform *** that their case has been escalated to a higher team for review. Support will follow up with *** as soon as we have an update to share. 
  
  As such, we consider this complaint resolved.

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20915330
  
  I am rejecting this response because all I have been hearing is "we are working on it" without any further information as to what sort of problem this is, how long it may take, and how you are compensating me for not being able to use your service I actually paid for. There is not a single update shared with me while I am now waiting for almost 4 weeks. You have my credit card details, you have my contact details, my account is still there. I think it would be a more normal treatment of a good customer to provide me with a temporary membership until you have solved your internal technology problems.
  
  Sincerely,
  
  ***************

  Business Response

  Date: 12/01/2023

  We are in receipt of the consumer rebuttal in BBB complaint case #********. ******************* complaint concerns membership issues.
   
  As stated, ***'s case has been escalated to a higher team for review. Support will follow up with *** as soon as we have an update to share.
   
  We consider this complaint resolved.

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20915330
  
  I am rejecting this response because it is not a solution. This reply is just another variation of "we are working on it". But in the meantime, nothing has been solved for me, I still can't use the service. There is something positive to report though. Last week on Thursday I finally did receive some sort of an update saying that "a bug" was identified associated with my issue and that they will follow up shortly with more detailed information. While that message made me feel a little better, thank you, this was 5 days ago and I haven't heard anything since.

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

• Initial Complaint

  Date:11/23/2023

  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 signed up for baywheels because it said it was abot $14/ a month. Before you know it, I was charged $189 on my credit card, and they would not let me cancel it. I only wanted to try the membership for one month and go from there, but they decieved me and charged me for the whole year upfront. I just want a refund for my unused months.my email on the account is ****************** and phone number is ************.

  Business Response

  Date: 11/24/2023

  We are in receipt of BBB complaint case #********. ************'s complaint concerns a membership charge purchased on the Lyft Platform. ************ contacted Support on November 2, 2023. Our agents were in correspondence the same day to address ************'s concerns. 
   
  As outlined in the Terms for this membership offer, "Your subscription will automatically renew unless you disable the auto-renew feature. Annual members are eligible for a refund of their membership fee if requested within 14 days of the original purchase or renewal date."
   
  As we have addressed ************'s concerns and clarified the Terms, we consider this matter resolved.

  Customer Answer

  Date: 11/24/2023

   
  Complaint: 20910350
  
  I am rejecting this response because: the memerbship did not renew. This was false advertisement and the first time subscribing to the membership. It was advertised $14/month but instead if charged all 12 months in one blow. This is misleading. You had the 14 days in fine print and nobody checks their credit card within 14 days of their purchase, and you guys know that. It's a act of preying on people. Im goign to write a review reflecting this.
  
  Sincerely,
  
  ************

  Business Response

  Date: 11/29/2023

  We are in receipt of the consumer rebuttal in BBB complaint case #********. ************'s complaint concerns a membership charge on the Lyft Platform. 
  
  As stated, Annual members are eligible for a refund of their membership fee if requested within 14 days of the original purchase or renewal date.
  
  We consider this matter resolved.

  Customer Answer

  Date: 12/01/2023

   
  Complaint: 20910350
  
  I am rejecting this response because: you guys are scam artists but its okay because we small consumers don;t matter, only your dollars do. congrats working for the big guys.
  
  Sincerely,
  
  ************