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

• 

  CoGo Bike Share

  PO Box 6249 Columbus, OH 43206-0249

• 

  Divvy

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

• 

  Nice Ride Minnesota

  2701 36th Avenue South Minneapolis, MN 55406

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:11/16/2023

  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 used my Citibike key to unlock and use a Citibike pedal assist bike in ******** at ********************************************* on 11/16/2023 at 3:33pm. I returned the bike to ****** and ******** at 3:35 pm. - a two minute ride. Immediately my card on file with Lyft/Citibike was charged a hold under Lyft for $4.49 with a charge of$4.49 going to a Bike Unlock Fee. I was confused as the membership plan I had subscribed to (Reduced Fare Bike Share) has no Bike Unlock Fees desribed. I called Citibike customer service *************** that evening to correct the issue. On three separate calls each customer service representative gave me misleading information, failed to provide me with a solution, and two disconnected the call while I was still explaining my problem. When I asked to speak to a supervisor or manager twice I was told both times that "none was available" and I was not offered the option of a callback or email. I was told my membership had lapsed but Citibike/Lyft never notified me that my membership was not active and that my rates and fees had changed. Instead my card had multiple attempted charges and the information in the Citibike app detailing the membership type I had explicitly said "Reduced Fare Bike Share" with no bike u lock fees as of 3:35pm 11/16/2023.

  Business Response

  Date: 11/22/2023

  We are in receipt of BBB complaint case #********. ******************************* complaint concerns authorization holds on *******'s account.
  
  Like other companies, Lyft uses temporary authorizations to confirm a users payment method. The authorization will never actually process, but may show as "pending" on the users bank statement. The users card issuer will remove the hold typically within 3-5 business days, and the card won't actually be charged. Once the user has paid for the ride and the card is successfully charged, **** immediately releases the authorization. Users should contact their bank for more information about the particular banks authorization policies and timelines.
  
  Lyfts temporary authorizations practice is disclosed and explained in Lyft's Terms of Service (**************************) and in our *********** (**************************************************************************************************).
  
  As we have further clarified our policy regarding authorization holds, we consider this matter resolved.

  Customer Answer

  Date: 11/23/2023

   
  Complaint: 20881972
  
  I am rejecting this response because: The merchant charged my account a Bike Unlock Fee, despite my exclusive and established use of the Reduced  Fare Bike Share Membership which does not have a Bike Unlock Fee. I was not  notified that my membership had expired and that I would be charged a Bike Unlock Fee at the time of unlocking the bike causing me to incur a fee. Merchant then proceeded to exhaust "credits" from my account attained from previous uses to pay for the Bike Unlock Fee, then charged my card on file the remaining balance of $1.51. My complaint is that the merchant erroneously charged me a Bike Unlock Fee stating my membership was terminated despite not providing me due notice that my membership had expired and that I would be charged a fee 5x times the cost of the actual bike rental! This is predatory and deceptive. Lyft via Citibike charged me a penalty fee and that is not described in the fees schedule for my membership plan. 

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

  Business Response

  Date: 11/29/2023

  We are in receipt of ******************************* rebuttal in BBB complaint case #********.
  
  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.
  
  We consider this matter resolved.

• Initial Complaint

  Date:11/08/2023

  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.

  on 10/22/23 (Sunday) I put my credit card into a BlueBike kiosk in ********** to ride a blue bike. I stopped my ride (first bluebike ride ever) at ******************* T after about ***** minutes of riding. I placed my bike in the rack and heard a click. I then walked away to go home. On Wednesday afternoon (the 25th) of that week, I received a message from Lyft Bikes and Scooters stating I never returned the bike. This prompted back and forth about the issue- stating if I did not return the bike I would be charged. I told them exactly what happened and they stated they see I attempted to return the bike but it was not returned properly. Like I stated before, this was my first time riding a blue bike so I assumed with the click noise, that the bike was safely and properly put back. BlueBikes has tried to charge me for this missing bike, but I have put a hold on my credit card because I do not feel at fault for a possible faulty bike rack. I have not yet canceled this credit card, but am nervous that it could affect my credit score if canceled or if I do not ultimately pay their fee of over $250.

  Business Response

  Date: 11/15/2023

  We are in receipt of BBB Complaint Case #********. ********************* complaint concerns a ride experience on the Lyft Platform. ***************** contacted Support on October 25, 2023. 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: 11/17/2023

   
  Complaint: 20843806
  
  I am rejecting this response because: I did not reach out to Lyft on October 25th, they reached out first claiming the bike was never returned, which was three days after riding the bike. I then swiftly responded to their inquiry claiming I have no information about a missing bike as I returned my bike. They told me to go find the bike or I would be charged. I was never charged because I froze my credit card. I just want the peace of mind that I will not be charged if and when I reopen the credit card. If not, I will have to then close this credit card and open a new one, which will affect my credit score. 

  Like I have previously mentioned, I do not feel at fault for a possible faulty bike rack, considering I did everything a one time customer would have done when returning the bike (ensuring it is in the bike rack, hearing a click). If more than that is needed to be done, Lyft needs to properly address that with their customers with a sign. 

   

  Again, I do not want a refund. I would like the peace of mind that I can use this credit card without being charged for the bike. 

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

  Business Response

  Date: 11/22/2023

  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 Bluebikes's Rental Agreement. The Terms of Service and Rental Agreement appear when the user first signs up with Lyft or **********************, and the new user must click that the user "accepts" the terms before the user can continue to use the service.
  
  Per our Terms of Service and Rental Agreement, we charge a fee for the recovery of this missing asset.
  
  As we have further clarified our Terms of Service, we consider this matter resolved.

• Initial Complaint

  Date:11/03/2023

  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 had a ride at *********** on Oct 19th from ******* Pathway to City Hall station. I took an e-bike since there was no classic bike at the beginning station. I also did low-assist mode to avoid fees. The ride should be free of charge since Im an annual membership user. I docked as usual, saw the green light and left. However, I got charged $102.36 for a ***** min ride the next day. I chatted with your customer service immediately, someone on their team checked and said there was a tech issue on the City Hall station, then refunded me $96.96. However, its not a fully refund. Im still waiting for the rest $5.4 ($2 Citibike credit, $3.4 credit card charge) got refunded. I contacted them afterwards, they kept ignoring me.Thanks.

  Business Response

  Date: 11/11/2023

  We are in receipt of BBB Complaint Case #********. ***************** complaint concerns a ride charge on the Lyft Platform. ************* contacted Support on October 19, 2023. Our agents were in correspondence the same day to address ***************** concerns. 
   
  As stated by our Terms of Service, "All charges are non-refundable. This no-refund policy shall apply at all times regardless of your decision to terminate usage of the Lyft Platform, any disruption to the Lyft Platform or Services, or any other reason whatsoever."
   
  As we have addressed ***************** concerns and clarified our Terms of Service, we consider this matter resolved. 

• Initial Complaint

  Date:11/01/2023

  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 October 28th, my wife M----- tried to rent a Divvy bike from the rack/docking station near the intersection of ****************** and ************* in *******, **, which ****** Maps identifies as "******* *********************, *******, ** *****". She entered her phone number and inserted her debit card, and the dock gave her a number but wouldn't release any of the bikes from the docking station, and displayed a red light indicating that the bikes were locked, not removable. She tried again and the dock still wouldn't release any of the bikes, and she ended up having to walk and take public transit for part of the way.The next day, we noticed a charge on her debit card from Divvy/Lyft, and immediately contacted them to let them know that the dock hadn't released any of the bikes and that she didn't end up renting or riding any of their bikes that day. They continued with the charge and followed up by accusing us of having taken one of their bikes which apparently they have had missing, and are threatening fees and additional charges unless we somehow produce a bike of theirs that they say isn't there.

  Business Response

  Date: 11/11/2023

  We are in receipt of BBB Complaint Case #********. *********************** complaint concerns a ride experience on the Lyft Platform. ******************* wrote in to Support on October 29, 2023 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. 

  Customer Answer

  Date: 11/11/2023

   
  Complaint: 20812116
  
  I am rejecting this response because the response ("*********************** complaint concerns a ride experience on the Lyft Platform. ********************;wrote in to Support on October 29, 2023 to report being overcharged for a ride. Support was in correspondence with ********************;the same day to inform ********************;that the ride has been refunded") is egregiously wrong and intentionally misleading. I can prove it  in fact, I already did, with the evidence that I already provided, with which their response is in conflict.

  Support WAS in correspondence with me the same day (October 29th), but not to inform me that the ride had been refunded. I was in correspondence with them to report that their dock was malfunctioning and that we had not taken a ride  we had not even been able to remove a bike from their system. My request to them was for their pending charges to not go through, since no ride had taken place (and sure, they can call it "overcharging"  since any charge is overcharging for the "service" which was never provided.

  In my complaint to the BBB, the desired outcome included "no additional charges", and we had to dispute the original charge with our bank (which had issued the debit card used to attempt to rent one of their bikes).

  Our bank notified us that **** attempted to charge us an additional $200, and for that additional charge to not go through, we had to cancel our debit card.

  I went to the docking station and got photos and video to prove that the bike that they claimed was missing was still locked in the dock. I opened a NEW request with **** to complain about their lack of refund for the original incident, and for their threatening to charge us more, which they attempted to do.

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

  Business Response

  Date: 11/18/2023

  We are in receipt of the consumer rebuttal in BBB Complaint Case #********. *********************** complaint concerns a ride experience on the Lyft Platform. 
  
  Support has been in correspondence with ***** to inform ***** that the ride has been refunded. As such, we consider this matter resolved. 

  Customer Answer

  Date: 11/22/2023

   
  Complaint: 20812116
  
  I don't consider this complaint resolved. The original complaint was denied, and it doesn't concern "a ride experience on the Lyft Platform" (as no ride took place), I asked that the charges be cancelled and that no additional charges be wrongly charged using the card information from our bank.

  The complaint handling included false statements and resulted in our having to cancel the additional charges through our bank, and to look up the bike that Divvy/Lyft claimed was missing from the dock that was still there, and threatened to charge us for if the bike was not supplied by us by a certain *************.

  At a minimum, Divvy/Lyft should acknowledge that it wrongfully charged our card, that it lied about what happened, that it tried to charge us again for a bike that it claimed was missing and which wasn't, and that we shouldn't have had to take time out of our work schedules to go look for its so-called missing property. Divvy/Lyft *eventually* refunded the money that it took before we were able to stop it, after we pointed out that the company had wrongly charged us for a ride that never took place, but has made no restitution for the compounded wrong of causing the bank card to need to be replaced because of its wrongful additional charge of $200, nor for our time and the work we had to undertake and which we are still having to undertake because of how the company is handling the complaint. Acknowledging each of the above-listed things would be one way to start the process of "resolving", and making restitution for the rest (the $200 additional charge and the other above-listed hassles that handling the complaint has involved) would help fairly resolve the complaint, but since the company hasn't even started on the right foot, and has compounded the existing situation each time that we've brought it to the BBB, /we/ don't consider this "resolved".

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

• Initial Complaint

  Date:10/31/2023

  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.

  Ive been a regular member of Citi Bike *** for years they have a reduced fair program for participants in supplemental impressional assistance () designed to help the poorest among us. Yes, every time that they cant collect the female or the membership decision they deactivate your account, send all of your paperwork as it was a new application all over again. But in the last two weeks they have claimed that I violated community guidelines and terms of services but no one has been able to tell me how Ive called multiple times no help I am told that my case is being escalated to an advanced team that has no forward facing Members so the public cannot speak to them and they only functioning them. I am told that they will email never have been waiting for two weeks. When I asked to speak to a supervisor they dont have one there doesnt seem to be any procedure for oversight or any clarity , for the customer asked why youre being a computer from the program. It is a great addition to the city, but their customer service is a shame. *** called me only to be told that they cannot explain why my account is an active then they tell me there are duplicate accounts when I reply. OK lets go ahead. Let me help you get rid of them , I am told no I cannot help you and then ultimately I am the only course is to escalate this advance team and that they will reply within 24 hours that was two weeks ago. I cant seem to get a hold of any human that has the capability of explaining or fixing none of the representatives are in *****************, and have no real power to modify the settings and or activate or deactivate membership to make matters worth and add into the group. Their script is to finish conversations by. Is there any thing else I can help you with ? After an hour on the phone with the 8th person I flipped the r question to him - is there anything you can help with? Ive had 3 representatives hang up on me mid conversation. It has been insulting and challenging

  Business Response

  Date: 11/03/2023

  We are in receipt of BBB Complaint Case #********. ************************* concerns the status of ************************* account. 
   
  Our agents were in correspondence with ********************* on October 13, 2023 to inform ********************* that we had found ********************* to be in violation of our Terms of Service and had deactivated ************************* account.
   
  As ********************* has been informed that we are unable to reactivate ************************* account, we consider this matter resolved. 

• Initial Complaint

  Date:10/30/2023

  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.

  I rented a Lyft bike and it got docked back, they charged me for WAY more than they needed to and took 113$ out of my account and are now claiming the bike never got docked and will definitely be charging me way more than I can even afford as a college student.

  Business Response

  Date: 11/03/2023

  We are in receipt of BBB Complaint Case #********. ***************************'s compaint concerns a ride charge on the Lyft Platform. *************************** contacted Support on October 29, 2023. 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:10/27/2023

  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.

  On October 27, ****, I went to tje Citibike dpck outside of my building and proceeded to take out an e-bike. Tje QRC code was blacked out and the sticker with the bike number over it. I used the app on my phone, and manually entered the bike number on my keyboard. The bike DIDN'T release but the app showed the bike out and moving. I immediately called Citibike customer service. I even took photos and emailed them to their customer service, to show proof. The agent told me that they could NOT ASSIST ME or remove the charges from my debit card on file, TILL WHOEVER HAD THE **** OUT DOCKED IT!!

  Business Response

  Date: 10/28/2023

  We are in receipt of BBB complaint case #********. ***************************** complaint concerns a ride experience on the Lyft Platform. ************************* wrote in to Support on October 27th, 2023 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:10/22/2023

  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.

  On Friday, September 29th, I was attempting to rent a bike from Lyft bikes and scooters. I accidentally clicked an ad for Lyft Pink in the app. I immediately canceled the membership and requested my previous membership to be restored. Lyft refunded the add-on cost for Lyft Pink: $49.22. However, they told me that my previous membership had been revoked when I clicked on their ad, and they refused to restore it. The problem is that on March 28th 2023, I had paid $99 for a Lyft/Biketown membership. I still had six months left on this membership ($49.50). They refuse to restore my original membership, and they refuse to refund me for the rest of this cost. They told me that I cannot get a refund because I did not cancel my original membership within 14 days. I didn't ask for this membership to be revoked and I canceled the new membership within minutes. Now I have no membership at all, even though I paid for a full year beginning in March.

  Business Response

  Date: 10/25/2023

  We are in receipt of BBB case complaint #********. ******************************* complaint concerns an experience on the Lyft Platform. 
   
  ****** contacted Support on September 29th. Our agents were in correspondence the same day to issue a partial refund of the membership cost and to address Linnea's concerns. 
   
  As we have addressed ******'s concerns and issued a partial refund of the membership cost as an exception, we consider this matter resolved. 

  Customer Answer

  Date: 10/25/2023

   
  Complaint: 20767075
  
  I am rejecting this response because:

  The refund that I received was not an exception. It was a partial refund of the cancellation which I was *********** by cancelling my membership within 14 days.

  I had a yearly membership before this incident which was revoked without cause and which was neither restored nor compensated for after I requested a cancellation. I had six full months left on this membership.
  

  I do not understand why Lyft is unable to restore a membership that I had paid for and why they consider a partial refund a resolution to this issue.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/28/2023

  We are in receipt of BBB case complaint #********. ******************************* complaint concerns an experience on the Lyft Platform.****** contacted Support on September 29th. Our agents were in correspondence the same day to issue a partial refund of the membership cost and to address ******'s concerns. As we have addressed ******'s concerns and issued a partial refund of the membership cost as an exception, we consider this matter resolved.

  Customer Answer

  Date: 10/30/2023

   
  Complaint: 20767075
  
  I am rejecting this response because: This response is like a broken record. It's the same response I have been getting since I initiated the complaint. I do not consider the issue resolved because I have only received a partial reimbursement. Lyft revoked my membership without cause and has kept the remainder of my yearly membership fee ($49.50) even though I canceled "Lyft Pink" within 14 days of initiating the service.

  I would like my membership to restored or I would like a refund for the remainder of the membership that I had paid for. I do not understand why **** is unable to restore my membership and why they consider a partial refund a resolution to this issue.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/21/2023

  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 September 23 I was riding a Divvy bike when the pedal fell off. I was several miles from the nearest docking station so I called their customer service and asked what to do. The Divvy agent advised that he would end the ride and I should leave the bike on the side of the bike path and someone would come pick it up as it was unsafe to ride to a docking station and would have taken several hours to walk with the bike. I did that, and now they are charging me a lost bike fee. I have been trying to get a refund for a month now and their customer service refuses to help me and acknowledge that they are charging me a few that they promised I would not be charged which I have in writing and was stated on the phone call. It is unethical to tell a customer to do something and promise they wont be charged, then charge them and refuse to give them a refund. Their customer service is abysmal and their agents do not offer help nor resolution. This business needs to be looked at for unfair & unethical business practices and unfairly charging their customers.

  Business Response

  Date: 10/21/2023

  We are in receipt of BBB complaint case #********. ***************************** complaint concerns a bike that **** rented from **.
  
  **** wrote in to Support to report a fee that **** incurred during a bicycle rental taken on the Lyft platform. Our agents were in correspondence with **** to let **** know this fee is valid due to the bicycle 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: 10/21/2023

   
  Complaint: 20763676
  
  I am rejecting this response because: I have responded to several agents describing that I did not dock the bike because a Divvy agent explicitly told me NOT to dock it. I was miles away from the nearest docking station and with a broken bike (see photo attached that was also sent to the agent i spoke with on the phone) it would have been dangerous to attempt to transport, which is what Divvy told me on the phone call. The agent on the phone confirmed i would not be charged and he would send someone to pick up the bike. Im not sure why you would tell me that, and end the ride so I could pick up a nearby bike if that wasnt true. If you reviewed the details of the call from 9/23 you would see that everything I am saying is correct, however, you and your agents have refused to acknowledge this correspondence along with a chat I provided telling me to reach out if I was charged and promising a refund. It is unethical to tell someone to do something and then wrongly charge them hundreds of dollars for following your protocol. At the end of the day, you are charging me money for listening to your agents and are refusing to review the phone calls and chats that prove that I only followed your directions. I have provided the chat below but please feel free to listen to the phone call with the agent from 9/23 where the agent told me to leave the bike on the side of the path and promised i would not be charged the fees youre now refusing to refund me for. 
  I am extremely frustrated and disappointed with how this is being handled and would appreciate if you could actually review the details (phone call and chat interactions) and provide the refund I am ***********  

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

  Business Response

  Date: 10/24/2023

  We are in receipt of the consumer rebuttal in BBB complaint case #********. ***************************** complaint concerns a bike that **** rented from us.
  
  Before a user can access the Lyft platform, that user must agree to Lyft's Terms of Service and Divvy's Rental Agreement. The Terms of Service and Rental Agreement appear when the user first signs up with Lyft or **********************, and the new user must click that the user "accepts" the terms before the user can continue to use the service.
  
  Per our Terms of Service and Rental Agreement, we charge a fee for the recovery of this missing asset.
  
  As we have further clarified our Terms of Service, we consider this matter resolved.

  Customer Answer

  Date: 10/24/2023

   
  Complaint: 20763676
  
  I am rejecting this response because:
  regardless of your terms and services, an agent from Divvy told me not to dock the bike. I asked him if I would be charged and he assured me I would not be charged. So it is extremely frustrating that you refuse to listen to the phone call that shows Divvy telling me not to dock the bike. Your agent told me to reach out if i was charged for this and promised a refund and now you are refusing to do this. You cannot give someone instructions on how to handle a safety situation and then charge them hundreds of dollars for handling it exactly how you said after promising that I wouldnt be charged. This is unethical. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/20/2023

  Type:Order 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.

  Citibikes has put up stations all over Corona, Queens **. According to articles they included the community in the decision to put up these stations however that is untrue. These stations are now taking up crucial parking spots for a residential area that is not bustling with businesses. The members of this community use their vehicles to get to work, and do their everyday tasks. They are unable to use bicycles. How exactly does this city suppose these people go grocery shopping on a bicycle? The city is becoming increasingly dangerous, using a citibike and being exposed to the elements are not safe. Imagine having to take a citibike in the winter? It is irresponsible for the city to believe these citibikes are beneficial. The people of my community are hard working people who come home and dont want to wait 2-3hrs for parking because there is a bike station in every corner taking up 3-4 parking spots.

  Business Response

  Date: 10/21/2023

  We are in receipt of BBB complaint case #********. 
  
  The information provided in the complaint is insufficient for us to locate this case in our records. Therefore, we are unable to provide a substantive response to the complaint.
  
  If ***************************** needs assistance, ******* can contact the Support team by accessing the ""Help"" tab of the Lyft app using a mobile device.                         
  
  As ******* has not provided the necessary information for us to conduct an investigation, we consider this matter resolved.