Complaints

This profile includes complaints for Lyft Bikes & Scooters's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Lyft Bikes & Scooters

  185 Berry Street San Francisco, CA 94107

• 

  CoGo Bike Share

  PO Box 6249 Columbus, OH 43206-0249

• 

  Citi Bike

  5202 3rd Ave Brooklyn, NY 11220-4371

• 

  Nice Ride Minnesota

  2701 36th Avenue South Minneapolis, MN 55406

• 

  Divvy

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

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/05/2023

  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 July 23rd claims they refunded $56.80 back to my account, was told to wait 7 to 10 days They obviously refunded the wrong account as I have not received

  Business Response

  Date: 08/11/2023

  We are in receipt of BBB complaint #********. ***************************** complaint concerns a ride experience on the Lyft Platform. ************************* called into Customer Support on July 22, 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:08/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Tuesday August 1st I used a citibike in ***. I reached my destination and tried to dock the bike but there was an issue with the bike. It wouldn't dock. I called customer service and was given incorrect information that the 2 docking stations I tried were offline. I then was told to take a picture of the issue and send it to the representative from customer service I was speaking to. I sent the picture and was not told there was any issue with the picture. I then went to 2 more docking stations and the bike still wouldn't dock. I had been dealing with this issue for 45 minutes and was told I had to wait for someone to call me back from the "operations team". While waiting for the call back I noticed a piece was sticking out of the triangle so I got a rock and was able to push it back into place. I wasn't aware I would need to take another picture as if I was presenting evidence in a murder trial. Anyway I fixed the issue and docked the bike and called customer service to ask for a $7 credit. I was told no because the picture I sent was insufficient. I spent another 45 min on the phone with the customer service rep trying to resolve this and speak to a supervisor but she wouldn't put a supervisor on. I get the sense customer service is told to deny any requests for credit no matter what the issue. I would like the $7 credit due to a broken bike that I had to fix and spend another hour and a half dealing with this situation. The customer service reps at Lyft are rude to customers and give out incorrect information.

  Business Response

  Date: 08/09/2023

  We are in receipt of BBB complaint case 20415292.  ******************************************** complaint involves a ride fee linked to a ride that did not initially end properly.
   
  ****** called in to Support on 08/01 to report that the triangle docking mechanism on the bike they had rented was damaged, making the bike difficult to dock.Support advised ****** to take photos of the bike in anticipation of the bike being stuck in the dock without the ride being closed in the system.  Upon realizing that the bike had been returned in the system, ****** reached out again to dispute the charge linked to the ride.  Support concluded that the ride fee could not be adjusted due to no docking attempts being registered in the system prior to the ride closure. We have refunded the requested amount as a courtesy and updated ****** via email.  
   
  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 we have followed up with ****** and issued all necessary refunds, we consider this matter resolved.

  Customer Answer

  Date: 08/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/01/2023

  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 8/1, I took a bike ride on the Lyft app. My selected payment method was Apple Pay, but I saw the billing was to my Card ending ****. I contacted **** and they first lied saying that I had selected card ****, and then said that it was an app malfunction because I hadnt updated it. When I mentioned that I had not authorized the charge on that card and to switch the charge to the correct card on file as this was a tech issue on their end, they said this couldnt be done. I didnt authorize the charge on my card - and I shouldnt have to pay on card I didnt ask to pay due to a Lyft technology mistake.

  Business Response

  Date: 08/09/2023

  We are in receipt of BBB complaint case 20404758.  ***********************'s complaint concerns a ride charge assigned to a payment method that ******* claims was not set as the default.
   
  ******* wrote in to chat support on August 1st to report that a bike ride fee had been charged to a different payment method than the one set as the default. Support educated ******* on the process to set default payment methods, but ******* insisted that the preferred default payment method was already set and had not been charged.  Support confirmed that the system identified the charged method as the default and informed ******* that payments could not be manually transferred between different methods linked to an account. We have provided ******* with a refund of the ride charge as a courtesy.
   
  Per our Terms of Service, "Lyft will charge your credit, debit card or other agreed payment methods the amount of the fees as described in this Addendum or otherwise in accordance with the pricing described in the Lyft Platform, which pricing may change for members and non-members upon notice via email and/or within the Lyft Platform."
   
  As we have followed up with ******* and refunded the ride charge, we consider this matter resolved.

• Initial Complaint

  Date:07/31/2023

  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.

  Several weeks prior to July 29, 2023, I used the Lyft app to schedule a ride for me and my family from my house in *** to **************** in ** for the ******* concert; I received a confirmation and numerous reminders on the day of the pick up. The pick up was supposed to be at 4:00 PM.My family and I went outside to wait for our Lyft ride and the trip suddenly disappeared from my app/on thre calendar of scheduled trips. I tried futilely to reschedule the trip for ASAP pick up and the app just went blank and would not permit me to schedule a pick up for "Now." as a result, I had to have my family member schedule an UBER and I had to reimburse her $45.I would not have incurred any expense at all if **** had honored its promise to pick us up as scheduled. I would have been able to utilize my points as Bike ***** to pay for the ride.I want to be reimbursed for my out-of-pocket expense incurred due to their failure to pick us up as scheduled and, further, I was unable to schedule a ride with Lyft at all after it became apparent that no driver was coming to pick us up. Horrible service.

  Business Response

  Date: 08/07/2023

  We are in receipt of BBB complaint case #********. ********************************* complaint concerns a scheduled ride.
  
  We have escalated this concern to the appropriate department and will be following up with ****** individually.
  
  As the appropriate department has been notified of Carmans concern and will be in correspondence with ****** with more information, we consider this matter resolved. 

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20401603
  
  I am rejecting this response because: I have not been made Whole by the company. I paid $45 as a result of Lyfts failure to provide a rise that Id scheduled a month or so in advance.  They provided a $20 credit to my account. Not satisfactory.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/10/2023

  We are in receipt of the consumer rebuttal in BBB complaint case #********. ********************************* complaint concerns a scheduled ride.
  
  As the appropriate department has been in correspondence with ****** to address Carmans concerns, we consider this matter resolved. 

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20401603
  
  I am rejecting this response because:

   

  I was not made whole. Incurred a fee of $45 from another rideshare company as a result of the no show by Lyft.

   

  They provided a credit of $20 when it should have been for $45.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/29/2023

  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.

  Dear Better Business Bureau,I am writing to file a formal complaint against Citi Bike, the official bike sharing partner of the ******** government. I rented a bike (NO.36046), only to find it was broken immediately after I started using it. I returned the bike right away, and was charged $5.74 for a service I did not receive.When I contacted Citi Bike's customer service for assistance, they refused to give me a refund, but only offered a $5 credit. When I asked to speak to a manager, I was told I could only do so by calling another number. Additionally, I got to know other users have reported similar experiences through online platform, with customers finding it impossible to receive refunds for broken bikes/docks even if they called the customer service number. As the official partner of *************'s government, Citi Bike has a responsibility to regulate the company's operations, considering their impact on public resources as they took a lot of sidewalk space. It is my belief that they are intentionally making the refund process difficult to generate more revenue than they are legally entitled to.Moreover, past customers have reportedly had their accounts suspended without any justification after attempting to dispute a charge. This leads me to believe that Citi Bike is not interested in providing refund for services that they did not provide.I am kindly seeking assistance from the Better Business Bureau to raise awareness of this issue and to help me receive the refund I am owed. It is unacceptable that Citi Bike charges its customers for faulty equipment and then makes it difficult to receive a refund. I believe that as an official partner with the ******** government, Citi Bike should be subject to stricter regulations, and that the authorities should investigate their business practices.Thank you for your attention to this matter.Sincerely,*******************

  Business Response

  Date: 08/08/2023

  We are in receipt of BBB complaint case #********.  *********************** complaint concerns a charge assigned to a ride on a bike that **** alleges was malfunctioning.
   
  ******************* wrote in to Support on 7/28/2023. Our agents were in correspondence with ******************* that same day.  Upon review, the Support agent confirmed that the charge reflected the unlock fee plus the three-minute duration of the ride. **** did not report the bike as malfunctioning in the app at the time of the ride and was charged accurately.  As a courtesy, the Support team granted **** a coupon for the reported difficulties.  
   
  Additionally, per our Terms of Service, "As a Rider, you understand that request or use of the Services may result in charges to you (Charges). Charges include Fares and other applicable fees, tolls, surcharges, and taxes as set forth on your markets Lyft Cities page (www.lyft.com/cities). Lyft has the authority and reserves the right to determine and modify pricing by posting applicable pricing terms to your markets Lyft Cities page."
   
  As we have reviewed ****'s case and issued a coupon, we consider this matter resolved.

• Initial Complaint

  Date:07/27/2023

  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.

  My membership with Citibike was renewed on July 17, 2023. I do not have access to Citibike because neither my bike key or phone will unlock the bikes. After reaching Citybike/Lyft (after being disconnected twice), I have been told I do not have access to my account, even though my membership has been paid. When I contacted Lyft/Citibike by email I received this response: "Hello ******, Unfortunately at this time we are unable to allow account access to Lyft Scooters or Bikes. We apologize for any inconvenience this may cause."When I responded asking why I had no access, the response was "Thanks for following up! Legally, we cannot release any of our internal processes except that we found your account to be violating our Terms of Service and you will no longer be able to use the Lyft platform. Let me know if you have any other questions or concerns and I would be more than happy to address them."Lyft cannot on the one hand, take my $223 membership fee and on the other hand, deny me the product I paid for. This is infuriating. Please restore my access or refund my money.

  Business Response

  Date: 08/15/2023

  We are in receipt of BBB complaint case #********. *************************************** complaint concerns *******'s membership fee. 
  
  We are unable to allow *******'s account access to Lyft Scooters or Bikes since we found *******'s account to be violating our Terms of Service. We provided a full refund of *******'s membership fee on August 3, 2023. 
  
  As we have grated *******'s refund request, we consider this matter resolved.

• Initial Complaint

  Date:07/22/2023

  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.

  Our 16 year old daughter, currently residing in Europe, *******, did not understand the Citi Bike membership conditions and joined the annual membership by mistake, making an unauthorized payment of USD ****** with her credit card. She tried to cancel it right away - and apparently only canceled the annual *********-renewal which is completely misleading. She also called on 6/24 to correct this but Citi Bike only canceled the auto-renewal. I, the parent, discovered the charge 19 days after the transaction when I checked my credit card statement and called Citi Bike right away. They refused to cancel the membership, disregarding that the fact that transaction had been made by a minor, who is not even residing in the US. The annual membership cancellation option online is absolutely misleading and plain criminal.

  Business Response

  Date: 08/01/2023

  We are in receipt of BBB complaint case #********. ***************************** complaint concerns charges ******* incurred on June 22, 2023, on *******'s credit or debit card. 
   
  ************************* called into Customer Support on July 10, 2023 to report these charges. Our agents were in correspondence with ******* the same day and informed ******* that the account making the charges belongs to a friend or family member. As such, our agents instructed ******* to resolve this concern with that individual directly. 
   
  As stated by our Terms of Service, "We are not responsible for the use of any personal information that you disclose to others using the Lyft Platform or through the Services." 
   
  As we have followed up with ******* and clarified our Terms of Service, we consider this matter resolved.

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20362526
  
  I am rejecting this response because:
  
  This charge has been made by an underaged minor, from ******* and not the **, being a victim of non-transparent, purposely misleading  communication on the website. 
  

  it is NOT obvious on the website that you do not cancel a yearly contract but only the auto-renewal. This is fraudulent business practice and only gives 14 days to correct this. People not residing in the US easily fall victim to this. 

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

  Business Response

  Date: 08/08/2023

  We are in receipt of the consumer rebuttal in BBB complaint case #********. ***************************** complaint concerns charges ******* incurred on *******'s Lyft account.
  
  In accordance with our Terms of Service, we are not able to cancel or refund *******'s account since more than 14 days have passed since ******* signed up for an annual membership. ******* can turn off auto-renew so that *******'s membership expires at the end of *******'s 365-day commitment. 
  
  As we have followed up with ******* and further clarified our Terms of Service, we consider this matter resolved.

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20362526
  
  I am rejecting this response because:

  Our daughter is a ****** citizen, see attached passport as prove, currently not even residing in the **. The purchase was done by error on a MISLEADING site. 

  The Citibike charge to this date, Aug 9, 2023, does not even show on the Citibike App or in the account of our daughter, see attachments. So, she could not see the charge to be able dispute it within the 14 day window. 

  I also reported this business practice to the ************************ and Consumer Frauds Bureau.

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

• Initial Complaint

  Date:07/11/2023

  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 am a long-time Citibike annual member and paid my ~$200 due a few months ago. On July 5th, 2023, I went to take out a bike to commute home and it didn't work. Upon reaching out to customer service they said my account was revoked because "my account violated our Terms of Service". Bizarrely, they claim they cannot divulge the specifics for legal reasons! I followed up repeatedly and they are now non-responsive. I have no idea what could have precipitated this and I have *****+ bike rides over years. I searched on-line and see several other instances similar to mine. What is to stop Citibike/Lyft from charging a client an annual fee then randomly terminating the account the next day for a fictitious reason? How is that even legal? As a kicker, they said the account was terminated june 26th - I was out of the country june 15-july 5th and the last ride I took was from my office to home june 15th and was totally uneventful. Their case # is *********

  Business Response

  Date: 07/21/2023

  We are in receipt of BBB complaint case number #********. *************************** complaint concerns the status of ******'s Rider account. 
   
  On July 5th, 2023, ****** was informed by our agents that we had found ****** to be in violation of our Terms of Service and had deactivated ******'s Rider account. 
   
  As *********************** has been informed that we are unable to reactivate ******'s account, we consider this matter resolved. 

• Initial Complaint

  Date:07/06/2023

  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 took a Lyft ebike ride on July 6. As I was returning the bike on the app it had a banner that said, join the membership and save. So I joined the membership before clicking the next screen. However my membership was not applied to this ride. I'm complaining because that is misleading advertising /deceptive design patterns to place the join membership that offers a discount as you are closing the ride but making the consumer pay full price on the ride.I tried to find join membership before the ride started and I was unable to find it. I tried contacting customer service and they said that since my ride started before my membership started, it does not apply. They also said I could only complain by calling or googling for an email address. That's not effective customer service.

  Business Response

  Date: 07/07/2023

  We are in receipt of BBB complaint case #********. ***************************** complaint concerns charges ************************* incurred on ***************************** Lyft account. 
  
  ************************* purchased an annual Divvy membership on 7/6/23 at 8:57 PM CDT. ************************* wrote in to Support the same day to report charges incurred by a valid ride taken on ***************************** account at 8:55 PM CDT. Our agents have been in correspondence with ************************* to inform ************************* that the account making the charges was *****************************, and was taken before ***************************** membership was activated, and as such no refund has been issued.
  
  As stated by our Terms of Service, "Lyft expressly disclaims any liability arising from the unauthorized use of your User account...We are not responsible for the use of any personal information that you disclose to other Users on the Lyft Platform or through the Services...You may not allow other persons to use your User account, and you agree that you are the sole authorized user of your account."
  
  As we have followed up with ************************* and clarified our Terms of Service, we consider this matter resolved.

• Initial Complaint

  Date:07/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is related to poor customer service. I was charged 105$ by mistake due to a faulty bike station not registering my bike being docked. I called Citibike support 3 times and they claimed that I had to wait for 24 hours or till the station is back online to get a refund. Once the station was online, I called 3 additional times and they claimed that they needed to bring my issue up to another department to process the refund. Finally when I was contacted by the appropriate tech support team, it was a useless email that thanks me for my business without real actions. I wasted hours of my time on the phone with their uttlery incompetent tech support and still have not received a refund.

  Business Response

  Date: 07/11/2023

  We are in receipt of BBB complaint case #********. ************************* complaint concerns charges that ********************* accrued for a bike ride taken on the Lyft platform.
  
  ********************* wrote in to Support on July 3rd, 2023. Our agents were in correspondence with ********************* that same day. Support has granted ************************* requests for readjustments in regards to the ride costs ********************* inquired about to Support. 
  
  Additionally, per our Terms of Service, "As a Rider, you understand that request or use of the Services may result in charges to you (Charges). Charges include Fares and other applicable fees, tolls, surcharges, and taxes as set forth on your markets Lyft Cities page (www.lyft.com/cities). Lyft has the authority and reserves the right to determine and modify pricing by posting applicable pricing terms to your markets Lyft Cities page."
  
  As we have granted ************************* requests and issued all necessary refunds, we consider this matter resolved.