Bike Rentals
Lyft Bikes & ScootersThis business is NOT BBB Accredited.
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Important information
- Customer Complaint:BBB’s business profile for Lyft Bikes & Scooters was created in August 2020. The BBB recommends users to review the terms of service for Lyft and Citi Bike Bicycle, respectively.
Complaints
This profile includes complaints for Lyft Bikes & Scooters's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 291 total complaints in the last 3 years.
- 119 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/11/2023
Type:Service or Repair IssuesStatus: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 set up my Capital Bikeshare account I set it up with my personal cc. Ive been riding for years without issue. This past month I took two rides that have appeared in my federal government/corporate credit card. I NEVER authorized payment for Capital Bikeshare rides using my government cc. Ive never had any bike rides charged to my government cc and I have no idea how this happened. The only thing I can think of is that it has to do with Lyft acquiring Capital Bikeshare and combining accounts. Again, I NEVER authorized payment with my government credit card for Capital Bikeshare rides. I called and asked that they remove the charges from my government cc and put them on my personal cc. They said they couldnt do it. I asked them to remove the $9.35 in charges (combined charge for 2 rides, one was $4.60 and the other was $4.75). They refused. I asked how to remove the government cc from my Capital Bikeshare account (I can see it there now but have no idea how it got there) and they could not help me. I would like the charges for these two rides refunded.Business Response
Date: 10/12/2023
We are in receipt of BBB complaint case #********. *********************************** complaint concerns charges that ******** accrued for a ride taken on the Lyft platform.
Our agents have been in correspondence with ******** to inform ******** that we are regrettably unable to move a charge from one card to another after the payment has been processed. Additionally, our agents informed ******** of the following: "You can set your default payment by going to 'Payment' in the app menu. Once there, tap on the payment method you want to use during your next ride."
More information about in-app payment methods can be found in our *********** at ****************************************************.
As such, we consider this matter resolved.Customer Answer
Date: 10/12/2023
Complaint: 20727343
I am rejecting this response because:I never added the card that was charged to my Capital Bikeshare account. It was only when it appeared on a statement that I knew the card had been usedand I have no idea how. Not only that but somehow that card had become my default payment and my personal card, while still showing as a method of payment, was not my default method
Also, while I changed my default method of payment to my personal card, which was the card I used to open the account and the card to which all other rides were charged, I was unable to remove the other card. Since I never added that card in the first place, I am concerned.
Sincerely,
*******************************Business Response
Date: 10/13/2023
We are in receipt of the consumer rebuttal in BBB complaint case #********. *********************************** complaint concerns charges that ******** accrued for a ride taken 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.Customer Answer
Date: 10/14/2023
Complaint: 20727343
I am rejecting this response because: once again, I do not dispute riding the bicycle. I never authorized use of the card to which the two rides were charged. I set up the Capital Bikeshare account with my personal credit card. I have never authorized Capital Bikeshare or anyone else to charge bicycle rides to any other card.The business continues to respond that it considers the matter closed. However, no one has explained to my satisfaction how my work credit card wound up on this account without my authorization. Moreover, in spite of following the same instructions that Capital Bikeshare continues to give, I am unable to remove my work credit card from my Capital Bikeshare account. This is unacceptable.
Sincerely,
*******************************Initial Complaint
Date:10/06/2023
Type:Customer Service IssuesStatus: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 purchased a membership from this company and while I was out of town, somebody hacked into my account and changed some of the identifying information for my membership. Ive been locked out of my membership since August 21. I even paid for a second membership and then got locked out of that membership. I have received numerous emails from the company in response to my complaint saying that they are working on this and will be getting back to me with a resolution. However I have been getting emails that say will get back to you since August 21. Im currently locked out of my account and cant use the membership that I paid for. I would just like my account restored. I live in ******** and citibike is a primary mode of transportation for me and this has been very disruptive to my life as well.Customer Answer
Date: 10/09/2023
I have received additional information from this business. Please see the attached. At this time I would like to change my desired outcome to request a refund for the two payments that I made. I am attaching those receipts again.Business Response
Date: 10/14/2023
We are in receipt of BBB complaint case #********. ********************************* complaint involves an experience on the Lyft Platform. We have notified ******************* directly via email that their account has been restored.
As such, we consider this matter resolved.Customer Answer
Date: 10/14/2023
Complaint: 20706951
I am rejecting this response because: I am still getting messages that my account is not secure. I received 2 of these messages yesterday 10/13/23. I am unsure what these instructions mean do I need to change my personal email password? Was there a security breach at Lyft? I cannot change my password on my Lyft account. Theres no option for that. When I call customer service all I get is that will send it to escalation and the response back from them takes days and I have to keep calling back to get a response at all.
Sincerely,
*******************Business Response
Date: 10/19/2023
We are in receipt of the consumer rebuttal in BBB complaint case #********. ********************************* complaint involves an experience on the Lyft Platform.
Support has already reached out to **** directly via email to address ****'s concerns. **** can reply to that email if **** has any other questions or concerns.
We consider this matter resolved.Customer Answer
Date: 10/24/2023
Complaint: 20706951
I am rejecting this response because: these emails are coming from Lyft.
Sincerely,
*******************Initial Complaint
Date:10/06/2023
Type:Service or Repair IssuesStatus: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.
Citi Bike online portal failed to connect when I reported a bike abandoned. I had gone to several stations looking for a dock and received no response from the company. The the purpose of the platform is easy to use, and Citi bike failed to uphold this duty and respond when I was in a serious situation and attempted to contact them. As such, left me with no choice, but to dispute the charge.Business Response
Date: 10/07/2023
We are in receipt of BBB complaint case ********. *********************** complaint concerns charges ******************* incurred on *********************** Lyft account.
******************* wrote in to Support on 10/5/23 to report these charges. Our agents have been in correspondence with ******************* to inform ******************* that the charges on *********************** are valid, and as such no refund has been issued.
As stated by our Rental Agreement (******************************************************************), Your Ride Time will be calculated beginning when You unlock a Bicycle. If You end Your rental by returning the Bicycle to a Bike Dock or engaging the on-board lock (if any) within the initial free ride period applicable to Your subscription type (Initial Free Ride Period), no usage fee will be charged. If You do not end Your rental within the Initial Free Ride Period, You will be charged the applicable usage fees on the Platform or displayed at the Pay Stations, which are subject to applicable sales taxes and other local government charges."
As we have followed up with ******************* and clarified our Terms of Service, we consider this matter resolved.Customer Answer
Date: 10/08/2023
Complaint: 20705042
I am rejecting this response because:At the point in time that I sought to return the bike, I went to 3 different stations within the area with no available docks. I had taken steps to notify Lyft/Citi Bike of this issue repeatedly without ability contact anyone from their company. I use Citi Bike with an expectation to be helped when there arises an urgent issue. When I received no response for several minutes, I felt I had no choice but to lead and head over to work. I also use Citi Bike with the expectation docks will be available to end my ride properly. Citi Bike has removed their Live chat function for an ongoing issue with the App, so I had no choice but to take the actions that I did.
In other words, I made every attempt possible to return the Citi Bike, without the assistance from Citi Bike platform to do so. Furthermore, it took 3 hours for any response from Citi Bike during which time the issue could have easily been resolved. Additionally, another 2 for the issue to actually be resolved. The bike was successfully returned without issue or damage.
Citi Bike has charged me for the 5 hours they took to respond to the issue I presented. This money should be returned to me. I pay to use the Citi Bike and the platform with the knowledge that I will be assisted as needed with an issue returning the Bike. Citi Bike breached their duty to maintain a functional app and help users with an ongoing and time-sensitive issue. It is clearly improper that I be charged for this App malfunction and I should receive a full refund.
Sincerely,
*******************Business Response
Date: 10/12/2023
We are in receipt of the consumer rebuttal in BBB complaint case #********. *********************** complaint concerns a charge on ****'s account.
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 further clarified our Terms of Service, we consider this matter resolved.Initial Complaint
Date:09/26/2023
Type:Service or Repair IssuesStatus: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 made a purchase for a bike fob on 8/19/2023. Since my purchase Ive been receiving the run around about when I was to receive my bike fob. Ive reached out to customer service multiple times over the last few months and I was told my issue was special and would be sent to the proper channels. I have yet to receive a refund or my product and no one from the company has reached out with any information for my case.Business Response
Date: 09/29/2023
We are in receipt of BBB complaint case #********. *************************** complaint concerns a bike key on the Lyft Platform.
Precious contacted Support on September 4th. Our agents were in correspondence the same day to address Precious'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 Precious's concerns and clarified our Terms of Service, we consider this matter resolved.Customer Answer
Date: 09/30/2023
Complaint: 20660966
I am rejecting this response because:
Your customer service is useless. You ran to your terms and conditions before treating me like a valued customer. It shouldnt have taken for me to report you to BBB before you guys responded and did something. Keep your money. Youre no longer an importance in this matter. It shows in order for you guys to be held accountable for your lack of diligence you have to be reported. Which I will in fact do again if this happens. Now this matter is resolved.
Sincerely,
Precious ***Business Response
Date: 10/04/2023
We are in receipt of the consumer rebuttal in BBB complaint case ********. *************************** complaint concerns a bike key on the Lyft Platform. The information provided in this rebuttal is insufficient for us to provide a substantive response to the rebuttal.
As such, we consider this matter resolved.Customer Answer
Date: 10/05/2023
Complaint: 20660966
I am rejecting this response because: just close the case. There is nothing left to discuss.
Sincerely,
Precious ***Initial Complaint
Date:09/25/2023
Type:Service or Repair IssuesStatus: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.
My son and I were stranded at the ************* after a concert on 9/16/23. My wife couldn't pick us up because the major streets near our home were blocked because of the improvised mayhem from Mexican independence day. We were 1st time users and decided to rent 2 bikes to get home. We rented the only available bikes at the time which were "classic" with no locks. We rode the bikes all the way home which was 6 miles away. Once we arrived at our destination we went to the only docking station near us which is 47th St. and Springfield av. Well to our surprise and unaware at the time, we realized that we couldn't secure or dock the bikes due to the lack of station docks or locks on the bike. We contacted customer support to report our issue and initially "******" from Divvy messaged and said he would put the accounts on hidden mode so that we would not get charged extra. I was instructed to go 3 miles to dock the bikes. I insisted that there was no way we could return the bikes because of the time, mayhem and it was out of my way. I also told them that the nearest stations was not suitable for the bikes we had. I decided to secure the bikes temporarily at my home. I got transferred to multiple agents and got the runaround. The following morning my son returned 1 bike, 3 miles away and took the train home. We had to wait for a ride to transport the other bike later in the day. I was shocked when we subsequently received the charges for the bikes! I do not feel we are responsible for the extra charges and because Divvy/Lyft does not have adequate stations to accommodate every bike. We should only have to pay the day pass rate for 2 bikes. If they cannot provide suitable docking stations then they should remove the "classic" bikes from service. Divvy customer support was not helpful and did not care.Business Response
Date: 10/05/2023
We are in receipt of BBB complaint case #********. ********************************************* complaint concerns a ride experience on the Lyft Platform. ***************************************** wrote in to Support on September 16th, 2023 to report being over charged 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: 10/06/2023
Complaint: 20655932
I am rejecting this response because:I was charged $220.18 for 2 bikes ($110.09 per bike) and only got refunded for 1 bike.
I should only be charged the Divvy day pass rate of $16.50x2=$33.00.
Sincerely,
*****************************************Business Response
Date: 10/12/2023
We are in receipt of the consumer rebuttal in BBB complaint case #********. ********************************************* complaint concerns a charge on ************* account.
As stated, Support has been in correspondence with *********** to inform *********** that the ride in question has been refunded. We consider this matter resolved.Customer Answer
Date: 10/12/2023
Complaint: 20655932
I am rejecting this response because: I should not have been charged the excess amount of money for not having adequate docking stations accessible all over the city for your outdated and I'll equipped bikes! I will never use your services. I would rather walk and will make sure it is known that your company rips off customers with your unscrupulous practices.
Sincerely,
*****************************************Initial Complaint
Date:09/21/2023
Type:Billing IssuesStatus: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 a yearly Citibike membership, and suddenly, my app stopped working. I have had trouble contacting someone at the company. When I finally spoke with a representative, they suggested I change my banking information, which I did. The app still doesn't work, and I can't get an explanation as to why I can't use their service. I've paid for the year and am locked out of my account. I am a long-time Citibike user and want my account to work!Business Response
Date: 09/28/2023
We are in receipt of BBB complaint case #********. *************************** complaint concerns ******'s Lyft account.
Our Support team has reached out to ****** directly to address ******'s account issues.
As such, we consider this matter resolved.Initial Complaint
Date:09/21/2023
Type:Product IssuesStatus: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.
Hello,I paid an annual membership. However, the service is virtually impossible for me to use because there are almost never bikes available at the station I need to start from, and there are almost never docks available at the station I need to go to. Therefore, I am requesting a refund of the remainder of my annual membership because I have paid for a service that I cannot use.Please do NOT cancel my membership if a refund will not be granted.Business Response
Date: 09/21/2023
We are in receipt of BBB complaint case #********. *************************** complaint concerns a membership purchased on the Lyft Platform. *********************** contacted Support on September 21, 2023. Our agents were in correspondence the same day to address *************************** concerns.
As outlined in the Terms of Service, "After 15 days, you will be automatically enrolled into an auto-renewal subscription for an annual Bluebikes membership at a rate of $129 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 Service, we consider this matter resolved.Customer Answer
Date: 09/21/2023
Complaint: 20636114
I am rejecting this response because:The response seems to be a copy and paste template that does not address the complaint. My complaint is that there are no bikes available, so it is impossible for me to use the service. I paid for a year of service but Bluebikes did not actually provide the service, so it seems unethical not to provide a refund.
Sincerely,
***********************Business Response
Date: 09/27/2023
We are in receipt of the consumer rebuttal in BBB complaint case #********. *************************** complaint concerns a membership purchased on the Lyft Platform.
We're unable to provide a membership refund since more than 14 days have passed since ****** signed up for this annual commitment.
As we have confirmed our decision in this matter, we consider this case resolved.Customer Answer
Date: 09/27/2023
Complaint: 20636114
I am rejecting this response because the business is not honoring its commitment to provide the service I paid for. I signed up to have access to their bikes for a year, but there are not actually bikes available. So I am having trouble understanding how they can take my money and not provide the service. The business emphasizes that I have made an "annual commitment" but does not address the fact that they are not providing the service.Initial Complaint
Date:09/16/2023
Type:Billing IssuesStatus: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 August 9th Lyft took my money for an annual membership under the name ****** and provided no identifying information or correspondence whatsoever for the account. No confirmation of the account was sent and no account information provided; account phone number, account email?? What was I supposed to use to ride the bikes I paid to use? Ive been given no means by the company to use the product I paid for. Moreover, multiple attempts to identify my annual membership account with **** were made as soon as I saw that I was getting charged for my rides, and LYFT THEMSELVES have been unable to find even my payment for this ****** account or anything connected with my demographics; phone number, address, etc. in my repeated attempts to obtain this through phone, phone mail, and the * platform. THROUGH MY REPEATED ATTEMPTS, **** HAS BEEN UNABLE TO IDENTIFY THE ACCOUNT IM TOLD IM LIABLE FOR NOT USING AND TO DATE-OVER A MONTH FROM MY PAYMENT HAS NOT DONE SO. THEY ARE HOLDING ME LIABLE FOR THE COST OF RIDES USING THE ONLY ACCOUNT I WAS AWARE OFBusiness Response
Date: 09/16/2023
We are in receipt of BBB complaint case #********. ***************************************** complaint concerns charges that ********* accrued for bike rides taken on the Lyft platform and the application of membership benefits.
Our agents have been in correspondence with ********* to inform ********* that there is not an active membership under *********'s account. The membership purchase in question was made under a different account by an individual with the first name ******. As membership benefits cannot be shared between accounts, and since it is against our Terms of Service for users to have multiple active accounts, we consider these ride charges valid and non-refundable.
As stated by our Terms of Service, All Charges are non-refundable. This no-refund policy shall apply at all times regardless of your decision to terminate usage of the Lyft Platform, any disruption to the Lyft Platform or Services, or any other reason whatsoever.
As we have followed up with ********* and clarified our Terms of Service, we consider this matter resolved.Initial Complaint
Date:09/06/2023
Type:Service or Repair IssuesStatus: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 2, 2023, my son, *****************, rented a bike at a Divvy kiosk. I am his mother and legal power of attorney him as he has autism, and that is why I am filing this on his behalf. Forty-five minutes after renting the bike, he stopped to tie his shoe. Someone stole the bike. We immediately contacted Divvy and filed a police report, per the website guidelines. We emailed the police report to Divvy. We called Divvy customer service over 10 times to find out what his liability would be, requesting a customer agreement (one was never provided). We asked for a US customer service line. We were told there is no US phone number. Questions were asked via email regarding what he would be charged. Those questions were not answered. Then on 9/6 Divvy debited his bank account in the amount of $442 in 3 separate charges, none of which we received a receipt for. None of our questions were ever answered and we never received a customer agreement.Business Response
Date: 09/16/2023
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.Initial Complaint
Date:09/06/2023
Type:Product IssuesStatus: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 Sep2, I original purchase 2 bike in the Bike station, however, I only successfully unlock ONLY ONE bike, I tried to attempt 8 more times using code to unlock the other bike, it shows RED LIGHTS all the time, didn't let me unlock it. so finally I only unlock one bike. and I finally returned the bike to station and got ended text confirmation text saying Ride ended.The crazy thing happened is, I received $110 and another $270 saying, there is another bike under my account is not return. I was very confused to me, because I only rent one bike and return it successfully, I didn't realize I have another bike. and in the following day, Representative didn't investigate more for me, only talk about I need to return and charge me more and more.it doesn't make any sense to me. because I only successfully unlock one bike and return it successfully as well. I didn't unlock ************, why it keep charging me more and more and more.the repetitive seems like not willing to solve my issues only saying charging charging and charring. so 4 days passed, there is no any progress on it. and I already be charged $400+. it really make any sense to me. and NO ONE IS HELPING ME SOLVE THIS.Business Response
Date: 09/16/2023
We are in receipt of BBB complaint case #********. ***********'s complaint concerns a bike that ******* rented from **.
Zhuowen wrote in to Support on 09/07/23 to report a fee that Zhuowen incurred during a bicycle 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 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.
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