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:04/25/2023

  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 rented a Divvy bike on April 8th, 2023 and returned the bike to the dock about 15 minutes later. I was charged $110.09 for the ride and issued a charge back via my bank. **** claims that I did not return the bike and charged me $272.50 for violating the service agreement on April 16th. I have attempted to contest the charge via customer support, but they have refused. I do not want my account to be suspended, so I have not issues any further charge backs.

  Business Response

  Date: 04/26/2023

  We are in receipt of BBB complaint case #********. ************************************* complaint concerns a bike that **************;rented from **.
  
  ********* wrote in to Support on 04/18/23 to report a fee that **************;incurred during a bicycle rental taken on the Lyft platform. Our agents were in correspondence with **************;that same day to let **************;know this fee is valid due to the bicycle not returning to our system for over 5 days.
  
  Per Lyft's Terms of Service and 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 Alexander and clarified Lyfts Terms of Service, we consider this matter resolved.

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19982146
  
  I am rejecting this response because:

  I returned the bike. It is not my fault the dock did not register the bike. Therefore, I did not violate the agreement. Please refund this charge.

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

  Business Response

  Date: 05/03/2023

  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 Divvy'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.
  

• Initial Complaint

  Date:04/24/2023

  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.

  Lyft operates Capital Bikeshare in the ************* area for which I have an annual membership. For nearly two months, the bikeshare docks in my area of the region have been essentially non functional, delivering an error message. In ** itself the service is highly irregular, allowing only occasional use. **** has told me my app and account are OK and that if I get this message it means the dock is offline. They have promised to fix this since at least March 10 in several exchanges by email and phone. They are not providing the service they are promising. I have asked for a partial refund my $95 membership, but would accept a credit as well. More importantly, I would like them to fix the flitch and/or the stations without further delay.

  Business Response

  Date: 04/25/2023

  We are in receipt of BBB complaint case #********. ************'s complaint concerning bike station issues.
   
  Our agents have emailed Rob to inform ********;that we have shared this feedback with our operations team, who work to make sure our stations are regularly serviced and properly rebalanced. 
  
  As we have followed up with ***, we consider this matter resolved.

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19976474
  
  I am rejecting this response because:

  the company has made the same response since March 3 without taking any action and has failed to explain the apparent glitch in the app
  
  Sincerely,
  
  ************

  Business Response

  Date: 05/04/2023

  We are in receipt of the rebuttal in BBB complaint case ********. ************'s complaint concerns station issues.
   
  As stated by our Terms of Service, "Motivate makes every effort to provide the services for 365 days per year; however, Motivate does not guarantee that the services will be available at all times, as force majeure events or other circumstances might prevent Motivate from providing the services from time to time."
   
  As we have followed up with ************ and clarified our Terms of Service, we consider this matter resolved.

• Initial Complaint

  Date:04/14/2023

  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 paid the business (Capital Bikeshare run by Lyft Bikes) $90 for an annual membership to utilize bike share bikes, riding them from station to station within 45 minute increments. On one occasion, no docks were available at 3 stations within a reasonable distance of my destination. The app incorrectly reported availability. I parked the bike next to a station and immediately called a representative to notify them of the issue. The representative told me he would have an employee come pick up the bike. I have since been charged $250 for a "stolen bike" that I was assured would be picked up by an employee. I reached out to customer service and they refuse to abide by their employees assurance and refuse to remove the fee. There is no other avenue within the company to appeal the charge.

  Business Response

  Date: 04/15/2023

  We are in receipt of BBB complaint case #********. ************************************* complaint concerns a bike that ******* rented from **.
   
  ******* wrote into Support on April 14th, 2023 to report a fee that ******* incurred during a bike rental 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 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 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: 04/16/2023

   
  Complaint: 19937458
  
  I am rejecting this response because:

   

  I immediately called the company upon finding 3 stations full with no room to dock a bike. The app showed the stations as having 1-3 open docks. I called to report the incorrect app reporting and complain that this has happened to me too many times, that the weather was dangerously pouring and storming, and I could no longer bike miles around just to find an open bike dock due to the poor rebalancing of the system. The employee on the phone assured me that an employee would come to retrieve the bike so that I would not be charged for a stolen bike, due to the fault of the company's faulty reporting data and lack of stations. 

   

  A few days later I received a $25 charge and then a $250 charge for a stolen bike. I emailed customer service explaining that an employee assured me another employee would come pick up the bike. Clearly no employee was dispatched to pick up the bike. The customer service agent repeatedly sent the exact same text in their response here--that per their policies they would not adjust their fee. They refused to acknowledge my phone call with an employee who assured me the bike would be picked up. I hope this matter can equitably settled by removing the fee due to the company's fault I'm faulty data, poor rebalancing, and assurance that an employee would retrieve the bike. A hard and fast policy is inequitable without considering the needs of the system, customer satisfaction, and most importantly, assurance of your employees in which the customer relied upon. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 04/18/2023

  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 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: 04/19/2023

   
  Complaint: 19937458
  
  I am rejecting this response because:

   

  Once again, the company is refusing to acknowledge 1) the faulty data reporting open docks, 2) their failure to provide a functioning and balanced system, 3) an act of god making it dangerous to continue travel on a bike (storm), and 4) the fact that their employee told me someone would come pick up the bike. Number 4 in and of itself warrants the company removing the fee. I took the initiative to call. Their employee stated someone would pick up the bike. I relied upon their employees statement. The company has not acknowledged that phone call or assurance in any of their responses to me, even though I know they recorded the conversation, as an automated voice said so before the employee spoke. 

  This company has shown complete disdain for its own side of the policy, safety, and customer satisfaction. I remain appalled at the company's enforcement of it's policy without acknowledging the specific circumstances and for the way I have been treated. I have repeatedly requested to speak to management and still no one has elevated the conversation.

  I need to see a response that addresses the phone call and the fact that an employee said they would dispatch and employee to pick up the bike. 

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

• Initial Complaint

  Date:04/14/2023

  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 an annual member of the Reduced Fare Citibike plan for many years. I know I have to renew annually but this year SNAP made changes to the auto renew option therefore having my membership not automatically renew. For 3 days I was charged the regular fare which totaled $28. I am on the reduced fare membership because I am on public assistance and money is very tight. The normal monthly fee is five dollars and now Im charged $28 for literally four rides. I called customer service and I was told four different scenarios regarding my account. I was also told that I would not be charged the retroactive price due to policy. The problem with that is that in the last three years the system did not auto renew and this is happened before and customer service has gladly gone back and retroactively reduced the regular fares to reflect the reduced fair amount * I cannot stress how important it is for those of ** on public assistance that we have to help respect and also compassion from businesses that offered these reduced fare memberships to those of us who need it. In the course of trying to resolve this problem I was hung up on four times for four different customer service reps * it seems in their customer service routine hearing for different scenarios that was going on with my account and also being hung up so rudely is not the best plan of action towards a customer. Like I said* *** had this happen before and they had no problem* going back and retroactively changing the fares * I dont know why this time is different and why they were so rude and handling the situation

  Business Response

  Date: 04/15/2023

  We are in receipt of BBB complaint case #********. *********************************** complaint concerns an experience on the Lyft platform. 
   
  ******* contacted Support on April 13th, 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: 04/16/2023

   
  Complaint: 19936050
  
  I am rejecting this response because:
  I was told by a rep that the card on file was rejected therefore my reduced fare membership was no longer active.  I have always had backup payments turned on so when they said they tried to charge my account and it failed, then why were they able to charge the same card for the 4 charges at regular price?  According  To their policy it says they will always try to charge with the card(s) on file.   There are two cards on file.  
  
  
  *******************************

  Business Response

  Date: 04/18/2023

  We are in receipt of BBB complaint case #********. *********************************** complaint concerns an experience on the Lyft platform.
  
  Our agents were in communication with ******* to inform ******* that ******** membership had expired and was not renewed, which is why ******* was charged non-member pricing.
  
  As we have followed up with ******* and clarified our policy regarding membership renewals, we consider this matter resolved.

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19936050
  
  I am rejecting this response because:
  My membership had backup payments to enabled with two credit cards on file     According to their policy they will continue to try the cards to renew the membership.    They said it was declined yet its the same card that was used to charge me at normal prices which doesnt make sense. Its wrong and they refuse to admit their policy mistake.  This matter isnt resolved    

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

• Initial Complaint

  Date:04/01/2023

  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 issue with this business is that I was recently having an issue with one of their bikes and resolved it with a customer service employee who helped me solve the issue with clear instructions that I followed. After the issue I was charged $110.09 dollars for the issue not being resolved. After seeking help they avoided my remarks and states that they would just give me more days to resolve an issue which I already had completely resolved properly and that if I did not solve the issue I would be charged more money. This feels like a scam as I solved the issue and did exactly what I was told and now I lost money and I am being told that I will be charged more.

  Business Response

  Date: 04/04/2023

  We are in receipt of BBB complaint case ********. *********************************** complaint concerns charges that ******************************* accrued for a bike ride taken on the Lyft platform.
  
  ******************************* called in to Support on 3/29/23. Our agents were in correspondence with ******************************* that same day. On 4/2/23, support has granted *********************************** requests for readjustments in regard 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), 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."
   
  Our agents also informed ******************************* if a bicycle rental is not ended within a period of 24 consecutive hours, then the bicycle is deemed lost or stolen, Your credit or debit card will be charged a fee of up to $1,200, and a police report may be filed with local authorities. You must return the bicycle in the same condition in which you rented it.
  
  As we have granted *********************************** requests and issued all necessary refunds, we consider this matter resolved.

  Customer Answer

  Date: 04/05/2023

   
  Complaint: 19885056
  
  I am rejecting this response because:
  The business has yet to reply to my replies on their emails describing the issue more and has yet to solve anything.
  Sincerely,
  
  ******************************* *********

  Business Response

  Date: 04/19/2023

  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. We followed up with *****************************;to inform *****************************;that we have elected to refund this fee as a one time exception. As we have further clarified our Terms of Service, we consider this matter resolved.

• Initial Complaint

  Date:03/31/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a Citibike member since day one.I have a reduced fare membership I went to renew on March 31 st and it was not renewed correctly. I am in a snap household and I am a member of peoples credit union which qualifies me for reduced fair I am visually impaired and the customer service I call have no idea how to help This is a horrible system. It says right on their website my membership should automatically renew but they have not honored that. They are overcharging **** should be billed $5.44 a month and my membership should go to at least March 30, ****. No one on their service line honors the policies written on their website. I would like my membership updated and corrected Immediately

  Business Response

  Date: 04/03/2023

  We are in receipt of BBB complaint case ********. ********************************* complaint concerns a membership renewal. ***************************** has an active membership that automatically renews each month for $5 plus tax. ********************************* monthly $5 membership automatically renewed on March 30, 2023 for a total of $5.44.
   
  ********************************* membership automatically renews for the first 12 months. After the 12 month period, ***************************** would need to re-apply for the Reduced Fare Bike Share Membership. ***************************** reached out to report an issue with their membership renewal on March 30, 2023 and our support team was in contact with ***************************** to inform ***************************** of the successful membership renewal on the same day.

  As we have clarified the promotional terms of this membership type, we consider this matter resolved.

  Customer Answer

  Date: 04/03/2023

   
  Complaint: 19879714
  
  I am rejecting this response because: Citibike still has not corrected my membership. I 

  my membership was supposed to be renewed for a year and billed on a monthly basis and it was not it was only renewed for a month.

  when I called Citibike they told me it was renewed in error. My expiration date should be March ****. And I should be  billed $5.44 with tax a month . They have not processed this membership correctly and still have offered no phone support or any support on this issue.

  I sent in the documentation and Citibike refused to help me over the phone. I am disabled with a visual impairment and yet they still are not processing my membership correctly and offering no phone support.

  again I need a phone call and my reduced fare membership has the wrong expiration date it should be March 31,****

  they cant even answer the complaint correctly unbelievable
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 04/06/2023

  We are in receipt of the consumer rebuttal in BBB case #********. ********************************* complaint concerns a membership renewal. 
   
  As stated by our Terms of Service, the Reduced Fare Bike Share Membership automatically renews monthly. After the 12 month period, riders must re-apply for the Reduced Fare Bike Share Membership. 
   
  As we have clarified the promotional terms of this membership type, we consider this matter resolved. 
   

• Initial Complaint

  Date:03/20/2023

  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 was a member of citi bike until last week. They cancelled my membership without notice and Im still not sure why. I was still about to ride using my physical key, but they started charging me for rides without letting me know ahead of time. Once I noticed the charges, I stopped riding citi bike and I contacted them for a refund, but they have refused since they claim they were valid rides, even though I gave zero consent to the charges.

  Business Response

  Date: 03/21/2023

  We are in receipt of BBB complaint case ********. **** August's complaint concerns a technical issue with a membership. We have been in correspondence with *************** to inform ********************;that this is part of a known issue, and our engineers are currently working to find a permanent fix.As we have since been in correspondence with ********************;and alerted our engineering team of the issue, we consider this matter resolved.

  Customer Answer

  Date: 03/21/2023

  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:03/14/2023

  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.

  Divvy bought a house on behalf of me and when I move in the house it has so much problems. It had lots of patches. It had a big tree behind the house and the roots of the tree were going into the foundation. It also has sewer problems the kitchen you could not plugged in more than two appliance at a time the light will go out, I did not know all this about the house until I move in the house Divvy inspector did not catch all of this problem before I moved in and so I stay for one year but had a contract for three years before buying the house back from divvy but I have to leave after a year because I was paying too much money for a house that wasnt in good condition. It was not good for me, so I had to check out, my monthly rent was $2570 after I left the house I have been calling Divvy for my equity return and no one has responded to me or text me back. This is very unfair. I lost so much money trying to buy a house the new appliances I bought I had to sell them cheaply just so I can leave the house , by the time I give ***** to move out so I dont have to pay ******* and I cant believe that they are not even responding to give me back my equity return. This is a rip off.

  Business Response

  Date: 03/15/2023

  We are in receipt of the consumer BBB complaint case #********. ************************'s complaint concerns Advertising Issues with Divvy Homes. 
  
  The information provided in this complaint is insufficient for us to provide a substantive response to the complaint, as it does not pertain to Divvy Bikeshare ******* or Lyft Bikes and Scooters.
  
  Divvy Homes is a different company. As such, we consider this matter resolved.
  
  

• Initial Complaint

  Date:03/14/2023

  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 / Citibike has a policy for free extension of membership for customers that meet certain points requirements via Bike Angels. They participate in false advertising around this program in 2 ways. First, **** states that if you get 80 points in a month a membership will extend for a full calendar month. By definition this means from one numerical day one month to the same numerical day the next month. After much arguing because my membership ended early, **** told me their policy is that they extend for 30 days. They refused to budge despite my pointing out their error in nomenclature. Secondly, Lyft advertises numerous features including access to citibike AND Bike Angels if you sign up for Lyft Pink. After having done this, I was told that an annual membership is required to access Bike Angels and not a monthly membership. Both of these constitute false advertising. To resolve this issue I would like Lyft to change their language in advertising and fulfill the promise of their advertisements when I was enrolled in each of these programs.

  Business Response

  Date: 03/15/2023

  We are in receipt of BBB complaint case #********. ************************* complaint concerns the Bike *****s program.
  
  As soon as a Bike ***** crosses a point threshold that earns a membership extension, the membership expiration date will be extended by exactly one week. The maximum number of weekly extensions Bike *****s can earn in a single month is four.
  
  This program is not available to all membership types. Lyft Pink Monthly members are not eligible for Bike ***** points and rewards.
  
  As our agents have been in correspondence with **** to address ****'s concerns, we consider this matter resolved.

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19594807
  
  I am rejecting this response because:

  Not only did the response contain factually incorrect information regarding their own extension policy it does not address the discrepancy between the advertised benefits of the monthly Lyft Pink membership and the fact that they have an internal policy that the monthly membership is not eligible for certain benefits such as bike angels rewards  

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

  Business Response

  Date: 03/21/2023

  We are in receipt of BBB complaint case #********. ************************* complaint concerns the Bike Angels program.
  
  The program and rewards are subject to change and may not be available to all members. Bike Angels must maintain their membership to continue accessing associated rewards.
  
  As we have addressed ****'s concerns, we consider this matter resolved.
  

• Initial Complaint

  Date:02/19/2023

  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.

  Citibike has erroneously closed my account three times in the last 30 days. Unfortunately, because they don't have customer support agents available, there is no immediate option to resolve an account closure. Additionally, they provide no notice that they are going to close your account, nor do they communicate a reason why the account was closed in the first place. This is particularly problematic as Citibike operates a monopoly within the *** region with no alternatives for short term bike rentals.

  Business Response

  Date: 02/22/2023

  We are in receipt of BBB complaint case #********. A.J. ******' complaint concerns A.J.'s rider account status.
  
  A.J. wrote in to Support on 01/30/23. We were in correspondence with A.J. on 01/30/23 to inform A.J. that A.J.'s account had been reactivated.
  
  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.
  
  Our Terms of Service clearly state, "We do not warrant that your use of the Lyft Platform or Services will be accurate, complete, reliable, current, secure, uninterrupted, always available, or error-free, or will meet your requirements."
  
  
  As A.J.'s rider account has been reactivated, and we have clarified our Terms of Service, we consider this matter resolved.