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:05/29/2023

  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.

  Lyft scooters are operating illegally on D *********** park sidewalks. Lyft has the power to deadzone City Park, so it is liable for this illegal safety hazard until it does so.

  Business Response

  Date: 06/05/2023

  We are in receipt of BBB complaint case ********. ********************************* complaint concerns how to contact Lyft Support.
  
  ***************************** has not been in correspondence with support in regard to this concern. Riders can contact the Support team by accessing the "Help" tab of the Lyft app using a mobile device. To contact Support, please visit our Submit a Request form, **********************.

  As we have clarified how to contact Support, we consider this matter resolved.

• Initial Complaint

  Date:05/28/2023

  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.

  I renewed an annual subscription to Citi Bike in June 2022 and later that day upgraded to Lyft Pink. There was an unexplained and erroneous upgrade charge in April 2023 from Lyft Pink which support could not explain. I canceled the account and disputed the transaction with my credit card. When I canceled the account the accompanying information as well as their help FAQ stated my services would stay active until the next renewal date, which was June 8, 2023 (based on incentives I earned to extend my membership for free) and there was no way to end the subscription early for a refund. In May I realized they had canceled my account prematurely and I no longer had access to unlimited 45 minute Citi Bike rides. This is over a month of my membership that they have discontinued with no refund and support will not reinstate my account even after acknowledging the error. They offered a Lyft credit of $15 which does not cover a subscription that would provide me access to the same level of service and is not even equal to the pro-rated amount for the time they have discontinued my membership. I have tried to work with support for weeks and I am about to move out of their Citi Bike service area. The only acceptable resolution at this point, since I will be unable to use Citi Bikes, is a refund for the time they have taken off my membership. May 1 to June 8, prorated for the membership and upgrade, is $23 with tax.

  Business Response

  Date: 06/05/2023

  We are in receipt of BBB complaint case #********. *************************** complaint concerns a membership offer purchased on the Lyft Platform. 
  
  *********************** contacted Support on 4/12/22. Our agents were in correspondence the same day and again on 4/19/22 to address *************************** concerns. 
  
  As outlined in the notification email sent to *********************** on 3/4/23, Starting in April, you'll be automatically enrolled in our new Lyft Pink All Access plan. Your Lyft Pink membership will transition to the new $199/year plan. You don't have to do anything-we'll use your existing payment method. You can review, change, or cancel your membership at any time in the app. Subject to Lyft Pink Terms & Conditions and Lyft Terms of Service. The new plan is $199/year, packed with exclusive benefits.

  Customer Answer

  Date: 06/05/2023

   
  Complaint: 20114331
  
  I am rejecting this response because: 

  This response does not address why they prematurely ended my paid membership.

  My membership was paid through June 8 - I had renewed on June 1, 2022 and earned a free week from Bike Angels incentives. (documentation attached.) My access was removed in May.

  Support acknowledged that my access was prematurely discontinued (documentation attached) but did not provide a refund commensurate to the value of my lost service, nor did they reinstate my account. The credit they offered would only cover 3 rides. I frequently took 4 rides daily. 

  Additionally, their response about the transition to the new plan level is irrelevant. I was already paying this amount (documentation attached) and support could not explain why I was charged extra before my yearly membership was up (the reason I cancelled.) In fact, that original communication from them in March and April does not even detail an amount that would be charged off cycle or explain why it would be charged early when I paid for a year at this rate already.

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

  Business Response

  Date: 06/09/2023

  We are in receipt of the consumer rebuttal in BBB complaint case #********. *************************** complaint concerns a membership offer purchased on the Lyft Platform. 
  
  As outlined in the notification email sent to ***** on 03/04/23, Starting in April, you'll be automatically enrolled in our new Lyft Pink All Access plan. Your Lyft Pink membership will transition to the new $199/year plan. You don't have to do anything-we'll use your existing payment method. You can review, change, or cancel your membership at any time in the app. Subject to Lyft Pink Terms & Conditions and Lyft Terms of Service. The new plan is $199/year, packed with exclusive benefits. 
  
  As we have addressed ******* concerns and clarified the Terms of this offer, we consider this matter resolved.
  

  Customer Answer

  Date: 06/13/2023

   
  Complaint: 20114331
  
  I am rejecting this response because:

  they do not address any of the specifics of my complaint, including their admitted early termination of my account and their customer service representatives confirmation of that. No monetary resolution is offered at all. Lyft ended my account early, in conflict with their policies and help center documentation, and refuses to make good on the paid value I lost through their mistakes.
  

  this response is in bad faith and does not address any of the paid value that was stolen from me at their fault. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/24/2023

  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.

  This is a complaint about citibike. On May 16, 2023, Lyft/Citibike charged my account for $102.36 ($87.58 on my AMEX card and $14.78 in account credit) for a classic bike ride of 5 minutes due to technical issue at Citibike. I had reported the technical issue to citibike on the app and by calling the citibike hotline ***********) and the representative from citibike confirmed that the bike was ended manually on their end and I will not be charged. I got this surprise charges on the next day (May 17, 2023) and reported again through the app to Citibike but Citibike never took the proper action to refund the charges on my credit card and refund the account credit. I am bringing this matter to BBB to report this dishonest behavior of Citibike which clearly harmed consumers.

  Business Response

  Date: 05/26/2023

  We are in receipt of BBB complaint case #********. ********************* complaint concerns a ride experience on the Lyft Platform.
  
  ***** did not properly dock and return the bike to the system at the end of ******* rental on May 16, 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 grant ******* requests for a refund of the ride costs incurred during this ride. ***** should receive this refund within 5-7 business days. Note: We are unable to reverse ride credit usage once a credit has been applied to a ride. 
  
  As we have granted ******* request to issue this refund, we consider this matter resolved.

  Customer Answer

  Date: 06/02/2023

   
  Complaint: 20100668
  
  I am rejecting this response because: the refund has not been fully issued.  The credit of $14.78 is missing from the refund.  The bike was returned to a bike dock within 10 mins and Citi bike rep confirmed on the call.  This is 100% fault of citibike.  The missing credit should be refunded.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 06/02/2023

  We are in receipt of the consumer rebuttal in BBB complaint case #********. ********************* complaint concerns a ride experience on the Lyft Platform.
  
  As stated, we are unable to reverse ride credit usage once a credit has been applied to a ride.
  
  As we have granted *****'s request to issue this refund, we consider this matter resolved.
  

  Customer Answer

  Date: 06/02/2023

   
  Complaint: 20100668
  
  I am rejecting this response because: I am being harmed for not receiving a full refund.  Lyft/citibike is treating consumer unfairly.  This will be escalated to cfpb if not properly resolved
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:05/23/2023

  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.

  I rented a Lyft scooter on May 20, 2023. The scooter was located at the end of ******** in *********, **. I was able to rent the scooter with no issue. When I attempted to ride the scooter, it would not work. There are zones are allowed to ride in almost the entire ***************** was red. I attempted to find a green area to ride the scooter in but even when I was in a green area it would not work. I then attempted to end the ride. It would not let me end the ride because I was in an unauthorized area to park the scooter. The entire map was an unauthorized area. I was able to rent the scooter but unable to ride it or end the ride. I walked around for an hour attempted to park the scooter, all the while being charged for the ride when I couldn't ride it nor end it. I would like the charge to be reversed since it has processed and it appears there is an extra pending charge on my card. I cannot seem to contact anyone at the company to get the charge reversed. A service was promised by letting me rent the scooter but I could not use the service nor was I able to end the ride until they decided it was done. I had to leave the scooter while it charged my card with no idea of how long I would be charged for. To top it off, I spent the last few hours of my 30th birthday dragging this scooter around ********* attempting to park it so I would not continue to be charged.

  Business Response

  Date: 05/24/2023

  We are in receipt of BBB complaint case #********. ******************************* complaint concerns a ride experience on the Lyft Platform.
  
  ******* wrote in to Support on May 21, 2023, to report an issue with ending a scooter ride. Support was in correspondence with ******* the same day to inform ******* of troubleshooting steps for ending a ride. 
  
  After reviewing ********* account, Support has elected to grant ********* 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 ********* requests and issued all necessary refunds, we consider this matter resolved.

  Customer Answer

  Date: 05/24/2023

  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:05/23/2023

  Type:Delivery 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 placed an order on citibike/Lyft website on 2/2/2023 and got a shipping notice on 3/11/2023.Its been now over 15 weeks since I ordered, and over 10 weeks since they claimed order shipped.Ive reached out multiple times, but each time they extend their expected delivery time (first email was 3-4 weeks, then 4-6 weeks, and last email they said **** weeks).For my resolution, all Im asking for is delivery and for them to add a disclaimer on their store website with whatever their actual expected shipping time is so they do not mislead other customers in the future.

  Business Response

  Date: 06/01/2023

  We are in receipt of BBB complaint case #********. ******************************* complaint concerns a Citi Bike key order placed on 2/2/23.
  
  *************************** contacted Support on 2/21/23, twice on 4/14/23, and 5/8/23. Our agents were in correspondence with *************************** that same day with each correspondence and provided *************************** with information about the delayed Citi Bike key shipment timeline due to ongoing supply chain issues. 
  
  As such, we consider this matter resolved.

  Customer Answer

  Date: 06/01/2023

   
  Complaint: 20094212
  
  I am rejecting this response because the item was in stock when I ordered it.

  Supply chain issues prevent an item from being manufactured not from being delivered (unless Lyft were misleading consumers by claiming items were in stock when they were not).

  I have reached out to customer support 4 times, but they replied twice.

  Each time they reply they give an estimated delivery date which they continue to fail to meet. The last time they replied to me they said should arrive within the next two weeks and 3 weeks later as far as I know it has not even shipped.

  Today has been 17 weeks since I ordered- thats 1/3 of my annual membership with Citibike that Ive not been able to make use of my membership for when bikes dont have a functioning QR code or bike ID to unlock.

  All Im asking is for Lyft to give me an approximate of when this order will be delivered. The first time I reached out on 2/21 the agent said that the order had already shipped.

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

  Business Response

  Date: 06/02/2023

  We are in receipt of the consumer rebuttal in BBB complaint case #********. ******************************* complaint concerns a Citi Bike bike key order.
  
  As stated, Citi Bike is experiencing delayed bike key shipment timelines due to ongoing supply chain issues. Affected orders will be sent out as inventory becomes available. ****** can use the Citi Bike app to ride in the meantime. 
  
  As such, we consider this matter resolved.
  

  Customer Answer

  Date: 06/05/2023

   
  Complaint: 20094212
  
  I am rejecting this response because I ordered an item that was advertised as in stock- supply chain issues are not relevant.

  For the majority of bikes that I attempt to use, I am not able to use the app to unlock because the bikes do not have a QR code or ID available to unlock via the app.

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

• Initial Complaint

  Date:05/11/2023

  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.

  Someone left a Divvy bike in front of my property and I have contacted Divvy/Lyft customer support to have someone pick up the bike since there is nowhere nearby to return the bike to. I was given Request ID# ********* and they keep giving me the same answer: "Our team will retrieve the bike as soon as possible."It has now been a week... the bike is still in front of my property and no one has come to retrieve it. I am beyond frustrated with Divvy and their canned responses that do nothing to fix this issue.

  Business Response

  Date: 05/12/2023

  We are in receipt of BBB complaint case ********. ***********;********** complaint concerns an abandoned bike that is on ***********;Maldonados property.

  ****** wrote in to support on May 10th 2023 to report a bike that had been abandoned on their property. Our agents have been in correspondence with ***********;to inform ***********;that we reported this to our operations team for retrieval as soon as possible. As stated by our Terms of Service, You may not park a Divvy bicycle in any place that is inaccessible to the public, such as your home or office, or in any place that is unsafe.

  As we have followed up with ***********;and clarified our Terms of Service, we consider this matter resolved.

  Customer Answer

  Date: 05/12/2023

  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:05/10/2023

  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.

  Sunday April 16, around 9am I used the Bluebikes app to rent a bicycle at the bike station located on ******************************************* A32019). I returned the bike to the docking station (station C32077) at ******** and W Canton Street around 9:43 am that same morning - only using the bike for less than 45 minutes. I put the bike securely into the bike dock but a red light came on the dock instead of a green light. I tried to move the bike to get the light green, but the bike was firmly locked into the dock and I was unable to wiggle it or anything to change the light to green. I immediately called bluebikes help line at ************ at that point and reported the problem. The helpline person told me there was some sort of communication problem with that dock and that he would email me and I should take pictures of the bike and email them back to show I returned the bike. I did as he instructed and replied to his email with the bikes of the bike and the dock with the red light.The following day I checked the Bluebikes app to make sure the ride showed an end time and the rental timer was still going from Sunday morning. I again sent an email via the bluebikes website concern form and also called. I did this several days in a row. On Thursday of that week, April 20 I received an email stating that they were sorry and there was a communication error and the situation had been resolved. Then the next day I received another email stating that there was still an issue and the pictures I sent were not the bike they show me using. I only had one bike and I returned the bike i used. Others have had the same issue After weeks of phone calls and email and unable to escalate this issue in their system, I was charged a fee of $265. 63. I would like help fighting this additional charge. I did not lose their bike. I did not damage their bike. I have been kindly trying to help this resolve this issue.I would like your help to get my $265 back and close this issue.

  Business Response

  Date: 05/12/2023

  We are in receipt of BBB complaint case #********. ************************************* complaint concerns a bike that ********************************* rented from **. 
   
  ********************************* wrote into support on April 18th 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 to the system 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: 05/12/2023

   
  Complaint: 20044187
  
  I am rejecting this response because: I most certainly did return the bike and only used it for 43 minutes.  I have been supportive to them for them to resolve their internal system issue when the light turned right instead of green at the docking station.   I used the system correctly from the rental to the return.  I am willing to work with them further to understand their system as I am an electrical engineer.  But I in no way shape or form have done anything improper to deserve this fee.  It is also a known fact that their system has these issues as demonstrated by the other cases I have shared.  I have submitted evidence and even internally they notified me that the issue was resolved and they had a communication error.  I have submitted that email from Lyft support.  

   

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

  Business Response

  Date: 05/15/2023

  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: 05/17/2023

   
  Complaint: 20044187
  
  I am rejecting this response because:  The bike was never missing.  I used the bike according to the rules and returned it 43 minutes later.

  I believe you have an issue with your system and it identified the wrong bike when i rented it at the dock on N *******.  

  Can you please look at the rental of the bike I sent the picture that I rode on April 16 at 9am on bike #***-9823.  This is the bike that I rented at 9am and returned at 9:43am.

  I never had any other bike in my possession.    At the time i rented the bike through the app, i had to que the app 3 times because the code it generated to unlock the bikes did not work.  So I had to try several times to get it to work and thus this may have lead to the communication issue and mixup of bike numbers. 

  I would gladly pay if I had done something wrong, but I did everything correct and returned the bike after less than an hour and even called your helpline when the final dock station turned red.  The issue is with your system NOT MY USE.  

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

• Initial Complaint

  Date:05/09/2023

  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.

  This is concerning Request #*********.On the evening of April 28th, I rented a bike in ******** (I live in **********, **** miles away, and was visiting). I returned the bike. Later that evening, I received a text notification that the bike was not returned. I immediately called the number in the text notification. After 30 minutes on the phone, I was told that this was a malfunction with the system, and the $17.33 I paid for the bike rental would be refunded (per the business records, this was refunded). Thinking the issue was resolved, I boarded the plane and flew back to **********.A week later there was a charge of $255 on my account. Upon searching my email for the reason for the charge, I found that it was because the company found me still responsible for the bike, even after the $17.33 refund and the assurance that it was their malfunction. I emailed the company back for a refund, and called to ask for a supervisor. The refused to let me talk to a supervisor and I was told the company would contact me via email. When I was contacted back via email, they refused my request for a refund. I called and asked to talk to a supervisor again. They said they would contact via email. The next day, via email they rejected my request for a refund again. I called again, asking for a supervisor. This time, I was hung up on. I am currently waiting for them to email me a third time with what, presumably, will be a third refusal to provide a refund.I would pay this if it was my mistake. I was assured that it was not my mistake. To be refunded $17.33 and told not to worry about it, only to be charged a "non-refundable" $255 a week later when I was assured I would not be charged is a problem. I have so far spent a couple hours of my time and considerable effort and stress trying to get this issue resolved unsuccessfully, only to be given copy-pasted refusals and to be hung up on.To say this is unacceptable would be an understatement.

  Business Response

  Date: 05/12/2023

  We are in receipt of BBB complaint number ********. *************************** complaint concerns a bike that *********************** rented from **. 
   
  *********************** wrote in to Support on May 8th 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 Citi Bike'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 Lyft's Terms of Service, we consider this matter resolved. 

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 20039390
  
  I am rejecting this response because: I was told and reassured repeatedly at the end of a phone call with Lyft on the evening of April 28th (Lyft has this phone call in their posession) that I was no longer responsible for the bike and would not be charged the lost bike fee. Had I been told in that phone call that I was still responsible for the bike I would have rearranged my flight back to ********** to resolve the issue, but **** lied to me repeatedly at the end of that phone call. The only way to make this right is, at the very least, a refund and apology from the business.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/15/2023

  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 Citi Bike'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: 05/16/2023

   
  Complaint: 20039390
  
  I am rejecting this response because: Because Lyft apologized for what they call their mistake with the bike, refunded me the $17.33 bike, said I was no longer responsible for the bike, and repeatedly reassured me I would not be further charged, the $255 is a fraudulent charge. This is a clear bait-and-switch in which they expect customers to call, and then reassure them they won't be charged and it was their fault (even providing them refunds) so they can steal $255 from the accounts of unsuspecting victims a week later. 

  I knew ******** could be full of fraud, but I was not aware that Lyft would be part of it. Very disturbing; definitely ruined my trip and my memory of *************.

• Initial Complaint

  Date:05/04/2023

  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 have been a member of DIVY bike for 3 years. The app allows members to reserve a bike that has been parked some place else (other than the divy station). I have used this feature a number of times over the last three years. On April 9th, I reserved a bike the way I always do. I found the bike within the 15min reservation time allowed. I rode the bike to my destination. I later received an email from Divvy with two receipts for the ride. One receipt for reserving the bike, charge in the amount of $2.59, and a second receipt for $2.78 for the actual ride (receipt attached). I have never been charged before for reserving the bike. If I knew there was a charge for reserving the bike, I would have never reserved it. When I tried to resolve this problem with DIvy directly and was told that the charge is valid. No where in the divy pricing does it say that there is a charge for reserving the bike. I want the reservation charges refunded. I also want to be compensated for the time I have wasted trying to resolve this issue directly with DIVY to no avail. Communication with Divy attached.

  Business Response

  Date: 05/04/2023

  We are in receipt of BBB complaint case #********. *************************** complaint concerns an experience on the Lyft Platform. 
  
  **** contacted Support on April 9th, 2023. Our agents were in correspondence the same day to address ****'s concerns. 
  
  As stated by our Terms of Service, All Charges are non-refundable. This no-refund policy shall apply at all times regardless of your decision to terminate usage of the Lyft Platform, any disruption to the Lyft Platform or Services, or any other reason whatsoever.
  
  As we have addressed ****'s concerns and clarified our Terms of Service, we consider this matter resolved.
  

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 20018040
  
  I am rejecting this response because Divy Lyft is not entitled to charge for anything under the sun. Nowhere in the Divy legal disclosures/membership does it state that Divvy may charge someone for reserving a bike. You cannot just create bogus charges and then say that they were accurate in your system, when you have not disclosed to your members that such charges may be incurred for reserving a bike. Be BETTER Divvy. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/12/2023

  We are in receipt of the rebuttal in BBB complaint case ********. Yana ********* complaint concerns a fee incurred while reserving a bike.

  As stated by our Terms of Service, "Your ride time will be calculated beginning when you unlock a Divvy bicycle."

  As we have followed up with **** and clarified our Terms of Service, we consider this matter resolved.

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 20018040
  
  I am rejecting this response because I unlock the bike when I actually get to the bike and scan it to unlock the lock not when I reserve the  bike. I have 15 minutes from the time when I reserved to unlock the bike. I got to the bike within 14 minutes, and then unlocked it. However I got charged from the time when I reserved the bike and unlocked it, and then another charge from the time I unlocked the bike and used it until I locked it again. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/27/2023

  Type:Product 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.

  My associated email and number to this account is: ******************** / ************.My Citi Bike key is: 1134404.On 4/20/2023, $25.00 was charged from my linked credit card ending in **** on my Citi Bike app now owned by Lyft.The Citi Bike app on my phone was suddenly updated and I noticed a pop-up indicating that I have $25 in Lyft Cash which I never had, never used, and never authorized to be charged from my card. I notify customer service via phone immediately at approximately 7:00 PM (spoke with *****?) and 7:14 PM (spoke with ***************************************) eastern time to verify.Upon checking the details, the reps advised me that it was a glitch due to the software update and that the case has been escalated and I will be refunded. Again, I had never used, don't intend to ever use Lyft Cash, and did not authorize this charge or even gave permission to do an auto refill.After not seeing a refund in my account for several days I again reached out to Lyft this time via email so I can have a written record. I was asked to provide the details again which I did and was ignored until I sent 2 additional follow up emails. At which time another representative (*********) stated that I had made the charge and will not issue a refund after I clearly explained that I would never do such a thing as I have absolutely no use for "Lyft Cash".I'll attached the most recent email converted into pdf as well as the screenshots of the $25.00 charge. My other concern is that they will retaliate by blocking my account as I've read elsewhere **** has a tendency of doing that whenever a customer has a complaint.I do use their ********************** service on a daily basis but I have a annual membership which does not require Lyft Cash whatsoever. Knowing this, any reasonable person would see that I have no reason to purchase "Lyft Cash" as I believe this is meant for their car service which I've never used nor intend to use.Thank you for looking my case.***************** **************

  Business Response

  Date: 04/28/2023

  We are in receipt of BBB complaint case #********. ********************* complaint concerns unauthorized charges on ********************* account. 
  
  ***************** wrote in to Support on 4/20/23 to report unauthorized Lyft cash charges on ********************* account. Our agents were in correspondence with ***************** on 4/28/23 to inform ***************** that we were able to issue a full refund for the unauthorized Lyft Cash refill.
  
  As we have addressed the unauthorized charges with *****************, placed a hold on the account creating the charges, and confirmed the charges have been refunded, we consider this matter resolved.

  Customer Answer

  Date: 04/29/2023

  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,
  
  *****************