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:06/30/2023

  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 June 17 2023 I got a notification from my bank saying $108.26 was declined because of insufficient funds on my account When I go into the app it says that I allegedly unlocked a bike on my account and used it in ******* ******** and they tried using my card 7 times at least (I have screenshots) and then Lyft sends me a notification saying rude ended and the price was $110.09 I emailed them multiple times and even messaged them on ******** messenger. And I had no help. They responded saying theyll look into it but wouldnt answer for a week. I sent them 6 emails and 2 ******** messenger messages. This morning 6/30/23 I got an email of them telling me Hi there, Thanks for reaching out. After a review of your account, we will not be making any adjustments to this fee. Per our policies, the Lost Bike fee that is charged after a bike has not been returned within 24 hours is non-refundable. Best,-- ************* Support RepresentativeDespite the fact that I continuously tried explaining that my account got hacked and it was not me Now when I go into the app I have a balance of $380.76

  Business Response

  Date: 07/11/2023

  We are in receipt of BBB complaint case #********. *********************************** complaint concerns a bike that ******************************* rented from **.
  
  ******************************* wrote in to Support on 6/21/23 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 provide ******************************* with instructions on how to avoid a lost bike fee. On 6/30/23 Support 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 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: 07/11/2023

   
  Complaint: 20258560
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:06/29/2023

  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.

  I purchased an annual membership with Citi Bike to use it over the course of a month (because they do not offer monthly membership, so I had to purchase the annual subscription), but the app logged me out and when I logged back in, it created a new account for me, making it impossible for me to access my old account with the membership. I reached out via the *********** 3 times over 3 days, called the *********** and was given a vague response every time. After calling once again, someone solved my problem. Still, I would like some sort of financial compensation. I made the purchase not expecting to have to spend any more money on transportation and because of their error, I had to keep spending. This disrupted my financial planning and I can no longer honor some of the debts that I have, because I did not count on spending 200 and still having to pay for transportation. This means I actively owe people money because I can no longer pay them because I had to budget in a cushion for transportation. On top of that, it takes longer for me to take the subway to work, which means I have spent an extra 30 minutes a day commuting versus the use of the bike service I purchased, without taking into account the time spent trying to solve my problem. And finally, I should have gotten a GrubHub+ account in the package, which affected my ability to order food through their app with no cost. Given all these hurdles and the fact that I have not been able to use the service for 3 whole days out of the 30 I planned to use it for, I want a partial reimbursement of the $200 fee

  Business Response

  Date: 07/18/2023

  We are in receipt of BBB complaint case #********. ***************************** complaint concerns charges associated with a membership that was inaccessible to them from 06/27 to 07/05.   
  
  Joo called in to Support on 06/27 to report an account issue that was preventing them from accessing and using a Lyft Pink All-Access membership they had purchased that day.  Support restored Joo's access to the account and membership on 07/05, from which point Joo was able to use the membership for multiple rides without issue.  Support has granted ***'s request for a partial refund of the membership charge covering the time the membership was inaccessible to Joo.
  
  As stated by our Terms of Service, "Lyft does not warrant or guarantee that benefits will remain available throughout the period of your subscription."
  
  As we have granted ***************************** requests and clarified our Terms of Service, we consider this matter resolved.

• Initial Complaint

  Date:06/29/2023

  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.

  I rented and returned a blue bike on 6/15/2023. The light at the bike docking station came up after I returned the bike which signaled to me the bike has been returned appropriately. Blue Bike informed later that the bike was not returned. I informed Blue Bike that I had returned the bike. I called Blue Bike next week after I noticed my account was locked. ********* told me that I needed to report a stolen bike to *************************** for them to unlock my account, Blue Bike also told me that any charge associated with this bike will be refunded to me after I make the police report. I made the police report on 6/21. Blue Bike is now refusing to refund the charge. As Blue Bike locked my account, my monthly pass at Blue Bike did not work and I needed to pay extra for 3 single rides. Blue Bike docking station also malfunctioned several times when I tried to unlock and return a bike. I' seeking following:1) Blue Bike refunds me the charge of $265 associated with the stolen bike.2) Blue Bike refunds me the charge of $30 I paid for the monthly pass as I could not use the monthly pass when I needed a bike.3) Blue Bike improves the docking stations so that it will not malfunction so often when customer needs to unlock and dock a bike.

  Business Response

  Date: 07/11/2023

  We are in receipt of BBB complaint case #********. *************************** complaint concerns a bike rental taken on the Lyft Platform. *********************** contacted Customer Support on June 15, 2023. Our agents were in correspondence with 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:06/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CitiBikes has faulty docking stations, so they can overcharge people for the bike rentals. The devices that register the bikes as locked dont work properly.Hundreds of people are paying extra fees for bikes that are returned properly.We rented 4 bikes on Governors Island and Citibike says that one bike was not returned. This is the second time CitiBike has tried to charge me for saying the bike wasnt returned properly. The c/s is so awful they first tell you to go back and check the bike. But the text doesnt come through for hours after you rent the bike. Its.A scam and a money grab from a terrible company.

  Business Response

  Date: 07/08/2023

  We are in receipt of BBB complaint case #********. Bee New's complaint concerns a ride experience taken on the Lyft platform. 
   
  Bee New contacted Customer Support on June 25th. Our agents were in correspondence same day to address Bee New'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 Bee New's concerns, and clarified our Terms of Service, we consider this matter resolved. 

• Initial Complaint

  Date:06/20/2023

  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 was leaving an event and had an issue with a bike unlock. I'm being charged for things that I didn't do, lyft is refusing to remedy the situation and im unable to cancel my lyft pink membership with them because go figure. Their app isn't loading properly.

  Business Response

  Date: 06/21/2023

  We are in receipt of BBB complaint case #********.
  
  ***************************** complaint concerns a ride refund request and a membership cancellation request. 
  
  Larissia reached out to support on 06/18 to request a refund for a ride they claim they didn't take due to the app malfunctioning.  Support was unable to adjust the ride charge because it was linked to a legitimate ride in the system.  Additionally, 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."
  
  Larissia then reached out to support on 06/20 requesting the cancellation and refund of their Lyft Pink membership, which has been active since 03/16/2023.  There is no payment linked to the membership, so support advised ******** to cancel auto-renewal in the app.  ******** reported being unable to do so due to the app continuing to malfunction.
  
  As we have revoked the membership as requested and followed up with ************************* to clarify our Terms of Service, we consider this matter resolved.

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20212683
  
  I am rejecting this response because:

  The charges made do not accurately reflect the time the bike was actually being used, im being charged for 38 minutes when it was in use for 8 minutes maximum. I'm asking for the 30 minutes to be refunded since it was not being used during that time, simply sitting on the road. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/27/2023

  We are in receipt of the consumer rebuttal in BBB complaint case #********. ***************************** complaint concerns a charge on Larissias 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 addressed ********'s concerns and clarified our Terms of Service, we consider this matter resolved.
  

  Customer Answer

  Date: 07/03/2023

   
  Complaint: 20212683
  
  I am rejecting this response because: you haven addressed my concerns in the slightest. I'm asking you to adjust the fare based on accurate usage and you're refusing to do that, instead copying and pasting generic responses. Lyft definitely has lost a customer AND A driver because of this. I'm incredibly disappointed in the customer service received AND the company as a whole. Again I'm asking you to accurately adjust my fare based on actual usage, when the bike was in motion. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/17/2023

  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.

  I ordered two bike keys from Citibike (Lyft operated), the *** bike share program. They never shipped the first key. They refused to refund me, and told me to order a second key. The second key also never even shipped (I have proof from the order pages they never shipped). They also refused to refund me for the second key. The customer support over the past 6 months has been abysmal -- they are clearly just stonewalling. I have a 60 email chain I can provide.

  Business Response

  Date: 06/22/2023

  We are in receipt of BBB case #********. ************************* complaint concerns bike key orders ********************* placed through Shopify. ********************* wrote into Support April 5th to inquire about a bike key order placed on September 25th, 2022. Support was in contact with ********************* the same day, stating this order was shipped on October 11th, 2022. Support attempted to process a refund numerous times but was unsuccessful. Support encouraged ********************* to reach out to their financial institution for further assistance.
   
  ********************* placed a second bike key order on April 10th and the order was shipped on April 27th. On May 25th, ********************* reached out to Support stating the bike key order was never delivered. Support provided ********************* a refund for this bike key order.
   
  As we have addressed ************************* bike key order issues and provided ********************* a refund, we consider this matter resolved.

  Customer Answer

  Date: 06/25/2023

   
  Complaint: 20200297
  
  I am rejecting this response. 

  Lyft never shipped either bike key. Their own shopify website shows a status of not yet shipped. I never received any sort of shipment confirmation or tracking information. If Lyft can provide any evidence (tracking number, etc) the keys shipped, I will withdraw this complaint. 

  Reddit forums show many users having similar issues with Lyft fraudulently claiming to have shipped keys:

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

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

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

  Lyft never refunded the original order. There are no issues with my bank as claimed.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/01/2023

  We are in receipt of BBB case #********. ************************* complaint concerns bike key orders ********************* placed through Shopify. ********************* wrote into Support April 5th to inquire about a bike key order placed on September 25th, 2022. Support was in contact with ********************* the same day, stating this order was shipped on October 11th, 2022. Support attempted to process a refund numerous times but was unsuccessful. Support encouraged ********************* to reach out to their financial institution for further assistance.
   
  ********************* placed a second bike key order on April 10th and the order was shipped on April 27th. On May 25th, ********************* reached out to Support stating the bike key order was never delivered. Support provided ********************* a refund for this bike key order.
   
  As we have addressed ************************* bike key order issues and provided ********************* a refund, we consider this matter resolved.

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20200297
  
  I am rejecting this response because: Lyft has not actually addressed the issue. They're saying, within the same email, they've both refunded and failed to refund me -- this failure of basic common sense is borderline amusing. They didn't acknowledge the numerous internet forums posts that contain many examples of others experiences the same fraudulent practices.

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

• Initial Complaint

  Date:06/08/2023

  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.

  Hi, I used the Citi-Bike frequently. On May 26, I ride same route around 15 minutes and docked the bike. Then the citi-bike claims that they cannot find the bike and charged $104.52. After I called them, they claim that they were investigating the "losted" bike and they gave me a reference number #*********. Then I called again after a week and they said that they still working on that. And after several days, they sent me an email that they found the bike but they would still charge me $104,52 for 15 minutes ride. After email back and forth, they insisted that it is my fault. but, I returned the bike and the bike never lost. how come it is my fault? if their system didnot manage the bikes properly, why did I pay the cost? Please help take a look at the issue. Thanks ****

  Business Response

  Date: 06/09/2023

  We are in receipt of BBB complaint case #********. ************** complaint concerns an experience on the Lyft Platform. 
  
  **** did not properly dock and return the bike to the system at the end of ****** rental on May 26, 2023. As stated by our Rental Agreement, 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.
   
  After reviewing ****** account, Support has elected to *********************** requests for a refund of the ride costs incurred during this ride. **** should receive this refund within 5-7 business days.
   
  As we have granted ****** request to issue this refund, we consider this matter resolved.
  

• Initial Complaint

  Date:06/07/2023

  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 want to renew my Citibike membership. I contacted Citibike customer services and was given instructions on how to renew. I complied with the instructions. I am applying to use the "reduced fair" method for membership as I have SNAP benefit and have a SNAP card that I have used since 2017. The card is still active and I use it every time I purchase food. I sent in to Citibike a photo of my card and waited for them to tell me of the next steps. I reached out to them and was told that the card I use almost daily was not active as it is from 2017. I then sent them a screenshot of my account from *** HRA showing the card and account is active. When i spoke with the first customer services person, I was told this information so I asked to speak with a supervisor. The person i spoke with was a gentleman named ****. This man was so unhelpful and was NOT even willing to assist me in resolving this matter. He was not rude to me but VERY disdainful, unsympathetic and resistant to working with me as the customer. He may have not been outright rude but he was certainly far from being friendly with me. I would like to have my membership reactivated with the reduced fair without me having to "get a new card" as I was told. **** "the unfriendly" didn't offer me a way to try to rectify this a different way. Please help me it this matter Thank you ******************* ************

  Business Response

  Date: 06/09/2023

  We are in receipt of BBB complaint case #********. *********************** complaint concerns a membership offer on the Lyft Platform.
  
  In order to qualify for Reduced Fare Bike Share, you must be 16 or older, and currently enrolled in, NYCHA, JCHA, HHA, SNAP, or a member of select Credit Unions.
   
  We ask that your documentation matches the region in which you are applying, is in your name, and updated to show eligibility from the past two years. You can re-apply at any time if you have up-to-date, accepted documents.
  
  As we have addressed ****'s concerns and clarified the Terms of this offer, we consider this matter resolved.
  

• Initial Complaint

  Date:06/06/2023

  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 was a longtime member of Capital Bikeshare, which is operated by Lyft. On Thursday, June 1, I borrowed a bike from the docking station next to my employer, the *********** at 19th and G Streets in **************, and rode to the ************************ at 22nd and I Streets, as I have done every week or two for several years. The ride takes about ten minutes at most. I parked the bike in the docking station at Whole Foods and saw the green light go on. After I bought some groceries, I returned to get a bike for my return trip but was unable to use my fob, though I didn't know why. I ended up walking back to my office. Later in the day I received a notice that my bikeshare trip had not ended and I was being charged $20 for excess time. I wrote to them telling them that I had returned the bike and I didn't know why it wasn't showing in their system. The next day they told me again that the bike was not appearing in their system and that they would charge me a lost or missing bike fee if I didn't return it by Monday. They asked for some information about what happened and asked me to return to the station and take pictures of the bike. I took pictures of the bike, which was still in the same location, and sent them, together with the other information, to Lyft. I thought that was the end of it, but on Monday, June 5, I was notified that I was being charged $250 for a missing bike. I went back to the station and again took pictures of the bike, which was still in the same location, and sent them the pictures explaining that the bike was not missing, it was right there were I left it. Nevertheless, they insisted the bike hadn't been returned and they were going to charge me the fee. I went back again today, Tuesday, and the bike was still there. I don't know why they insist that the bike is lost or missing when it's right there in the docking station and has been there all along.

  Business Response

  Date: 06/12/2023

  We are in receipt of BBB complaint case #********. ************************* complaint concerns a bike that ********************* rented from **.
  
  ********************* wrote in to Support on 6/1/23 to report a fee that ********************* incurred during a bike rental taken on the Lyft platform. Our agents were in correspondence with ********************* after the standard lost bike waiting period 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 Capital Bikeshare'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: 06/12/2023

   
  Complaint: 20151666
  
  I am rejecting this response because:  As I stated, and as I have clearly shown through attached photographs, the bike was in fact returned immediately.  It is clear that the problem was not on my end as the bike was returned.  Rather, due to some flaw in Lyft's system, the return did not appear in their system.  I cannot be held responsible for flaws in their system.  They clearly did not make any effort to follow up on the photos I sent them to see if the bike was in fact returned, but instead relied on their flawed records to decide that it was not.

  In short, I have clearly shown that the bike was returned, and I should not be charged for a lost or missing bike.

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

  Business Response

  Date: 06/14/2023

  We are in receipt of the consumer rebuttal in 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 Capital Bikeshare'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: 06/15/2023

   
  Complaint: 20151666
  
  I am rejecting this response because:

  Lyft continues to refuse to address the issue I've raised.  I'm fully aware that, if I don't return a bike that I rent within a certain time, I can be held liable for a missing bike.  However, this is not what happened.  As I've demonstrated throughout, the bike was returned immediately.   The bike was never missing, so there is no basis for Lyft to charge me an exorbitant fee for a missing bike.  The attached photos clearly show that the bike was returned and was sitting at the bike station for several days.  I implore the BBB to please ask Lyft to address the actual issue here by looking at the attached photo evidence rather than continuing to ignore the issue.

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

• Initial Complaint

  Date:05/31/2023

  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 rented a capital bike share bike through the Lyft app on May 21st. I rode the bike from a volunteering engagement back to my apartment. However I found that there were no open bike racks so I continued to ride until I found a public bike rack and locked the bike to the rack. I took a photo as required but it didnt save but then when speaking with support they kept asking for a photo and then finally said that the image showed improper parking. The support also refers to the trip being taken on the 20th but the app says it was done on the 21st. I was charged a $25 improper parking fee and I know that I did the right thing and I want my money back.

  Business Response

  Date: 06/06/2023

  We are in receipt of BBB complaint case ********. ******************************* complaint concerns charges *************************** incurred on ******************************* Lyft account. 
  
  *************************** wrote in to Support on 5/30/23 to report these charges. Our agents have been in correspondence with *************************** to inform *************************** that the charge on ******************************* account is valid, and as such no refund has been issued.
  
  As stated by our Terms of Service, As a Rider, you understand that request or use of the Services may result in charges to you. Charges include Fares and other applicable fees, tolls, surcharges, and taxes as set forth on your markets Lyft Cities page, plus any tips to the Driver that you elect to pay. Lyft has the authority and reserves the right to determine and modify pricing by posting applicable pricing terms to your markets Lyft Cities page or quoting you a price for a specific ride at the time you make a request."
  
  As we have followed up with *************************** and clarified our Terms of Service, we consider this matter resolved.

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 20123930
  
  I am rejecting this response because LYFT is not acting in good faith. The charges they speak of shouldnt have been incurred but since they have no intention to refund me for an error that didnt occur, I will no longer be using this service. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/09/2023

  We are in receipt of the consumer rebuttal in BBB complaint case #********. ******************************* complaint concerns charges ******* incurred on ********* Lyft account. 
  
  Before a user can access the Lyft platform, the user must agree to Lyft's Terms of Service. The Terms of Service appear when the user first signs up with Lyft, and the new user must click that the user "accepts" the terms before the user can continue to use the service. 
  
  As we have followed up with ******* and further clarified our Terms of Service, we consider this matter resolved.
  

  Customer Answer

  Date: 06/13/2023

   
  Complaint: 20123930
  
  I am rejecting this response because the business is refusing to clarify a mistake made on their end. 
  
  Sincerely,
  
  ***************************