Business Profile

Bike Rentals

Lyft Bikes & Scooters

This 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

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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:09/06/2023
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.
On or about march 19,2023. I was charged 14+ dollars for no apparent reason I called n they stated dat no record exist of them taking this money, they stated that I should send a photo copy of said charge and send it to them so I can get reimbursed, I have yet to b reimbursed
Business Response
Date: 09/12/2023
We are in receipt of BBB complaint case #********. *********************************** complaint concerns a ride experience on the Lyft Platform. ******************************* wrote in to Support on March 19th, 2023 to report being over charged for a ride. Support was in correspondence with ******************************* that the ride has been refunded.

As such, we consider this matter resolved.
Customer Answer
Date: 09/18/2023

Complaint: 20565770

I am rejecting this response because: No proof was shown that I was refunded, my complaint was never about me being over charged my complaint is based on being charged for no reason. I have shown proof although they have not, I will like to seen some sort of documentation that shows they havent given me my refund of 13+ dollars

Sincerely,

*******************************
Business Response
Date: 09/20/2023
We are in receipt of BBB complaint case #********. *********************************** complaint concerns a ride experience on the Lyft Platform.

Support emailed ******** regarding ********'s concerns on 09/12/23. ******** can reply to support ticket #********* if ******** has any other questions or concerns.

We consider this matter resolved.
Customer Answer
Date: 09/23/2023

Complaint: 20565770

I am rejecting this response because:I have yet to receive a refund, 14 dollars is owed to me, I have sent screen shots of the business taking money out of my account for no just reason, yet they are stating that they refunded me in full, although they are talking about a transaction that was settled with the company from a different date, attached to this complaint is copies of when I was charged and copies of my ride history for said date. If they are claiming to have refunded me there is no proof, my transaction history shows that I have yet to be refunded. I have shown enough evidence yet am getting response from the company with no evidence, the images am being sent are the images I have sent showing proof, I will like to be refunded thanks in advance for taking care of this matter

Sincerely,

*******************************
Initial Complaint
Date:08/31/2023
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.
Lyft is price gouging people with this $25 parking fee. Firstly, I have been charged for a blurry photo when there is no option to recapture. I have been charged when parking a traffic pole that I park every other scooter at. I have been charged when I didn't park correctly at a bike lock. But TODAY I'm tired..I collected the scooter from next to a tree and parked it by a tree and was charged 25 at some point you have to know this is an insane practice.
Business Response
Date: 09/01/2023
We are in receipt of BBB complaint case #********. ************************* complaint concerns a ride experience on the Lyft Platform.

********************* wrote in to Support on August 31, 2023 regarding a parking fee. Our agents were in correspondence the same day to issue a refund of the parking fee and address ************************* concerns.

As such, we consider this matter resolved.
Initial Complaint
Date:08/31/2023
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.
I rented a scooter in *************. It got stuck within moments and stopped working. I was stuck in middle of a City that I'm unfamiliar. I searched the app for live help. Nothing. I searched ****** for live help options. Nothing. I searched ****** for ANYTHING. I found a phone number. The lady couldn't help. That number was only for service animals. I explained that I was stuck with a broken scooter in middle of a foreign city and didn't know what to do with it, and still had to get myself to where I was staying. Can she please help me/transfer me/do something. It was about 85 degrees F. I was stuck! She can't help. I start sending emails on the app. Nothing response. I find executive email addresses online and email them. Nothing. No response. No compensation. No help. Not interested in customers, not interested in helping. Just want our money.
Business Response
Date: 09/05/2023
We are in receipt of BBB complaint case #********. ***************************** complaint concerns an experience on the Lyft Platform.

Lyft Support is available through the app. ******** can contact Support anytime 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.
Customer Answer
Date: 09/06/2023

Complaint: 20547615

I am rejecting this response because: the scooter was broken and help was not available when I reached out.

Sincerely,

******************
Initial Complaint
Date:08/31/2023
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.
I requested a ride for my wife to go to work. We waited for the ride. It finally said it's here meanwhile ite was two blocks away. I contacted the driver to tell him he was on the wrong location he said okay then continued to go in an opposite direction. I continued to contact the driver who then just continued to turn around and travel wherever he was going. Meanwhile I want allowed to cancel unless I ACCEPTED A FEE. This went on for half an hour at least before he canceled. And now it's supposed to just all be OK.?
Business Response
Date: 09/06/2023
We are in receipt of BBB complaint case #********. *************************** complaint concerns a ride cancellation fee.

The information provided in this complaint is insufficient for us to provide a substantive response to the complaint, and no previous support interactions could be found regarding this complaint. We have been in contact with ****** to request the additional information necessary to appropriately respond to this complaint.

As such, we consider this matter resolved.

Customer Answer
Date: 09/06/2023

Complaint: 20547305

I am rejecting this response because: nobody"has been in contact". It's simple this guy stove all over earth's creation whole I couldn't cancel and get to where I needed to go without paying lyft some cancelation fee. This is NOT resolved.

Sincerely,

***********************
Business Response
Date: 09/07/2023
We are in receipt of the consumer rebuttal in BBB complaint case #********. *************************** complaint concerns a ride cancellation fee.

As stated, we have been in contact with ****** to request the additional information necessary to appropriately respond to this complaint.

As such, we consider this matter resolved.
Customer Answer
Date: 09/07/2023

Complaint: 20547305

I am rejecting this response because:
If you are saying you offer $5.00 for this them just say that. The public will know and we can move on. Period.

Sincerely,

***********************
Initial Complaint
Date:08/29/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I created a BlueBikes account to try to rent a bike. I went to the station at Washington and ******** St and received an unlock code on the app which I was told to type into any dock. Being new to the system, I typed the unlock code into the only empty dock, thinking this was a control panel for the other bikes. Instead, **** stated that I had started a ride on a nonexistent bike. I immediately called customer service and explained that there was no bike at the dock. They stated that they could not do anything until my ride timed out. After five days of calling and emailing customer service, which they insist can only be handled by a team available only through email, **** has charged me $265.63 for a lost bike which never existed. I never rode a bike. My customer service request is *************** system either erroneously allows customers to check out nonexistent bikes, or their dock locks are faulty and the cost of this is passed on to unsuspecting customers. On ****** search I found several other examples of customers with similar experiences being charged for lost bikes which they did not lose.
Business Response
Date: 06/06/2024
We are in receipt of BBB complaint case ********. *******************************' complaint concerns a bike that ******************************* rented from us.

******************************* wrote in to Support on August 29, 2023 to report a fee that ******************************* incurred during a bike rental taken on the Lyft platform. Our agents were in correspondence with ******************************* that same day to let ******************************* know this fee is valid due to the bike not returning to our system for over 5 days.

Per Lyft's Terms of Service and BlueBike'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: 06/06/2024

Complaint: 20537132

I am rejecting this response because:
I never received a bike. I was charged for a bike rental that I never had.
Furthermore, I stonewalled by a department that is available by email only. The phone line for customer service stated that they could not contact the lost bikes department directly and could only file electronic requests on my behalf, as this department was only available by email. However, the lost bike department never responded to my emails. After weeks of calls and emails, I reached a general Lyft customer service representative who said that my case had been immediately closed (before I had an opportunity to contest), which is why my emails had gone unanswered, and that it could not be reopened. A customer service department that is by design entirely unreachable by customers is poor business practice.
I will never be using BlueBikes again, and in addition to filing a complaint with the BBB, I filed a complaint with my state Attorney General about Lyfts business practices that prevent customers from contesting inaccurate charges by having a customer service department entirely unable to communicate with the department in charge of resolving inaccurate charges.

Sincerely,

*******************************
Business Response
Date: 06/06/2024
We are in receipt of BBB complaint case ********. *******************************' complaint concerns a bike that ******************************* rented from us.

Before a user can access the Lyft platform, that user must agree to Lyft's Terms of Service and Bluebike's Rental Agreement. The Terms of Service and Rental Agreement appear when the user first signs up with Lyft or *************************'s, 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: 06/06/2024

Complaint: 20537132

I am rejecting this response because:
This response does not address my primary complaints a) that I never received a bike and b) that I was unable to reach someone in customer service to discuss this with. I am aware of Lyfts terms of service, but this is not relevant to my complaint.

Sincerely,

*******************************
Initial Complaint
Date:08/28/2023
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 July 15, I rented 2 blue bikes w my husband to take out son w special needs on a bike ride in ****** w his adaptive bike. We had the bikes for less than 2 hours and returned them to ***************** blue bike station where we rented them. We placed them back in docking station. 1 month later I got my credit card bill and had a 265 charge from blue bike. I emailed them and they refuse to credit me citing bike was not docked correctly. I asked if something happened to bike and they said no but they would not credit me or let me speak w mangagement.
Business Response
Date: 09/05/2023
We are in receipt of BBB complaint case #********. ************************* complaint concerns a bike that ***** rented from **.

Tobie contacted Support on 08/24/23 to report a fee that ***** 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 Bluebikes'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:08/28/2023
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 August 19th me and my friend decided to ride the blue bikes in ****** **. Originally we used a physical card but it declined (they eventually, hours later, charged the card $50 which i also had to call to get back) so we downloaded the app. We got the two hour ride which was 21$ and a 25$ holding fee for the two of us. In the middle of our ride we put the bikes back to get food. We made sure to see the green light indicating they were locked into the dock. Upon returning my friends bike wouldn't unlock again. At 3:47 pm we called costumer service about the issue and their representative proceeded to say there was something wrong with the docking station and that she would give us a different code to try she also stated she'd end the lease because of the docking station. This code worked and we rode back to where we started and put the bikes back in the stand, making sure the green light was on again so that as far as we knew they were locked. Friday August 25th they charged the card we used $265 for a "lost/stolen" bike. We returned the bikes both times and are willing to see if there is cameras around to show us doing so. This isnt a small amount of money for us we're only 18 & 19 and whenever we call asking to speak to a supervisor after explaining what happened, including their employee helping us, they say the supervisor will say the same thing (which is denying our request for the money back as well as not giving us someone to speak to) my friend looked up reviews and we arent the first people this has happened to. They are very unprofessional and wont help in any kind of way other than saying its their policy and they cant do anything about it. But their docking station not working isn't in the policy so if we put them back and the green light turned on meaning they were locked and the docking station is broken and someone else took it, that's not our fault and we shouldn't be wrongfully charged, denied refund, and denied a higher up to speak to. they stopped responding to my email as well after i said i need to speak to a supervisor and i sent it twice. My friend also had tried contacting someone and they tell her the same thing.
Business Response
Date: 09/05/2023
We are in receipt of BBB complaint case 20530660. ******************************* complaint concerns a lost bike fee assigned to her account.

******** called in to Support on 08/26 to dispute the lost bike fee placed on her account, claiming that the dock had displayed a green light, indicating that the bike was returned. We were able to confirm that the dock was experiencing mechanical issues at the time of the attempted docking, so we have elected to waive the lost bike fee and remove the suspension placed on the account. We were also able to confirm that all charges to the account besides the pass fee and lost bike fee were authorization charges that have since been refunded.

Additionally, per our Terms of Service, "Any Rideable that is not properly secured remains your sole responsibility, and the relevant usage fees will be charged until the Rideable is properly secured".

As ********'s concerns have been addressed and we have issued all necessary refunds, we consider this matter resolved.
Initial Complaint
Date:08/17/2023
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.
Divvy continues to underserve their paying customers. This evening I was late to work due to none of the 13 divvys listed as functional working at the station at ****** and ******* avenues in ******* **. Advertising functional bikes when none are working is unacceptable when they continue to raise membership fees.
Business Response
Date: 08/25/2023
We are in receipt of BBB complaint case #********. *************************** complaint concerns an experience on the Lyft Platform.

As stated by our Terms of Service, Access to the Services also is conditioned on the availability of Divvy bicycles and available Bike Docks at each Station. Motivate does not represent or warrant the availability of any Services or the availability of any Divvy bicycles or Bike Docks at any Station. No sponsor of Divvy has any responsibility for providing any Services. You should use the Platform to check the inventory of Divvy bicycles and Bike Docks available at a Station."

As we have followed up with ****** and clarified our Terms of Service, we consider this matter resolved.
Initial Complaint
Date:08/16/2023
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 provided proof of payment to Lyft for an annual Citibike membership and continue to be charged for my rides. They have taken my money without providing the service. In addition to not providing me with the service they have taken my payment for, they continue to charge me!
Business Response
Date: 08/25/2023
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:08/12/2023
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.
A week ago, I rented out a bluebike in South ******. Upon returning the bike, there was a group of ***** year olds hanging out by the docking station, asking for the bike. A few of them already had bluebikes of their own. I said no to their request, and docked the bike, holding it in place for several seconds, waiting for the click and green light, and shaking it a couple times to make sure it was secure. Shortly after walking away, *************** hanging nearby had managed to dislodge the bike from the dock and began riding away quickly. A minute or so later, I received a text from BlueBikes claiming there was an issue with docking my bike. This is an issue with the docking station and these kids clearly had a system in place to steal bikes, as one of them tried to explain to me how they take the trackers off so I wont get charged. I immediately called customer service, who acknowledged that I had returned the bike, and I filed a police report which affirmed the situation. I submitted the report and called customer support many times in the following week, which has been no help because the team that handles these situations is reachable solely by email. The support has been very disorganized and I have been lied to: in one response email, I was told that the investigation was still on going and I had until 8/13 to return the bike, despite them seeing the police report. In another, the day after (8/11) I received notice under a separate support thread that I had been charged $265. I have been wrongfully charged due to issues with the docking station and lied to by customer service reps. I am extremely dissatisfied with **** and am seeking the $265 back which it said would not be charged to my account.
Business Response
Date: 08/23/2023
We are in receipt of BBB case #********. ***************************** complaint concerns a bike that ******* rented from **.

******* wrote into Customer Support on August 11th, 2023 to report a fee that ******* incurred during a bike rental taken on the Lyft Platform. Our agents were in correspondence with ******* that same day to let ******* know this fee is valid due to the bike not returning to our system for over 5 days.

Per Lyft's Terms of Service and Bluebikes 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 Lyft's Terms of Service, we consider this matter resolved.
Customer Answer
Date: 08/29/2023

Complaint: 20461777

I am rejecting this response because: the police report does in fact reflect that the bike was properly docked and that the docking station has previously had issues. Furthermore, according to the attached email from customer support, I was told I would not be charged any fees until at least 8/13, and I was then charged $265.63 on 8/10. This was a straight up lie that does not reflect either the contents of the police report or the policy behind the reason for which I was wrongfully charged.

Sincerely,

*************************
Business Response
Date: 09/02/2023
We are in receipt of BBB complaint case #********. ***************************** complaint concerns a bike that ******* rented from **.

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.
Customer Answer
Date: 09/07/2023

Complaint: 20461777

I am rejecting this response because:
This response does not address or provide explanation for the fact that BlueBikes lied in writing regarding the incident. Ive attached a copy of my communications with a company representative, which are contrary to the charges applied to my card.

Sincerely,

*************************
Business Response
Date: 09/08/2023
We are in receipt of BBB complaint case #********. ***************************** complaint concerns a bike that ******* rented from **.

Per our Terms of Service and Rental Agreement, we charge a fee for the recovery of this missing asset.

As such, we consider this matter resolved.
Customer Answer
Date: 09/08/2023

Complaint: 20461777

I am rejecting this response because:
I was lied to in writing by a company representative and this response does not provide an explanation for that. Regardless of the rental terms, it is documented that I was told by the company that I would not be charged for the recovery of the asset.

Sincerely,

*************************

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Lyft Bikes & Scooters is NOT a BBB Accredited Business.