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

• 

  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

• 

  CoGo Bike Share

  PO Box 6249 Columbus, OH 43206-0249

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:02/16/2023

  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 renewed my membership with citibike on February 3, 2023. They claim they never got the renewal. Well that's as maybe but I KNOW I RENEWED MY MEMBERSHIP. Renewed being the operative word here. See I signed up for citibike back in February 2022 originally and got the **** discount for low income people. I was quite happy with the service overall, however my hip starting flaring up. So I had to stop riding in order to get treatment. Now that I was much better I decided to start taking the ********** to work. OMG I couldn't believe when I saw they had NOT applied my discount. I cannot afford to be paying 27 dollars and some odd cents every time I use the bike! Another thing I'd like to point out is when I opened my original membership I used my Capitol One credit card. When I renewed I switched it to my Discover card, so CLEARLY they got the renewal form! Other wise they had no business switching cards on me. I've tried to resolve this but their representative just takes it personally. I want reimbursed! I'm going to go back to the website and RENEW AGAIN!!! Only because I really need to ride a bike for my health sake. I've had a years worth of cancer treatment so it's best for me to get as much exercise I can. I'm not saying that for sympathy or pity, I despise that but I just want you to understand how important this is to me. And for citibike to have somehow screwed up and I have to suffer the hardship for it is just plain wrong. I'm also sending a copy of the text message I got with an access login code citibike sent me that day so that I could access my account. I DID RENEW! Perhaps there was a glitch in their system but I'd been a customer for over a year I don't see why they are giving me a problem. By the way I only want to be refunded for the amount that went over the discount I should have received. I'm not asking to ride for free. Thank you

  Business Response

  Date: 02/17/2023

  We are in receipt of BBB complaint case #********. *********************************** complaint concerns charges that ******* accrued for bike rides taken on the Lyft platform and the application of member benefits.
  
  ******* wrote in to Support on 02/12/23 concerning member benefits that had not applied to *******'s bike rides. Our agents were in communication with ******* to inform ******* that ******** membership had expired on 02/10/23 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: 02/19/2023

   
  Complaint: 19415566
  
  I am rejecting this response because: I did RENEW my membership!  I followed the prompts on their website and even re-entered my SNAP benefit ID number.  I also CHANGED my credit card from the Capitol One card that Citibike had been billing the previous year to the Discover card.  The reason I changed cards is because the Capitol One card will expire in August and I'm not sure that I'm going to keep it.  So my point is IF I had not "renewed" my membership as they claim, then why did they bill the Discover?  They didn't have permission to do that for Citibike.  Besides, they had my Capitol One card on file for that Citibike account.  In the letter they sent me they said they emailed me on February 3rd.  Now honestly, I don't remember the date of the email but I'm pretty sure it wasn't on the same day that I renewed my account.  It doesn't matter actually but the fact is that I did log into the account on February 3rd and I'm attaching proof of it.  Citibike sent me a text code for my login (******) that day.  I'm also sending a copy of the letter they sent to me.  It says in the letter that once I renew my membership and send PROOF of my eligibility that THEN I purchase my membership.  Which is exactly what I did WITH A DIFFERENT CREDIT CARD.  My point is how is it they missed the renewal but received the credit card?  And they will no doubt try to say it's because they're a part of Lyft, well, Citibike CITIBIKE had my Capitol One on file to charge, with my permission for the previous year, the ONLY reason they had my permission to charge the Discover is because I HAD RENEWED MY MEMBERSHIP.  The renewed membership and Discover card are in the same package so to speak.  How did they get separated?  Perhaps a glitch in their system, I have no idea but this is ridiculous.  

  Anyway, for my health sake I'm going to redo this whole reduced fair membership AGAIN!  I just want this on the record.  After I finish with this note to the BBB I will go and resubmit my reduced fair membership.  I NEED THE BBB to know this because I don't trust these people but for my health sake I'm going to do it.  So now I'm off to their website to put in my SNAP card number ending in 8071.   I just don't know what else to say.  This is outrageous.  Thanks BBB for trying to help all the same.  

  One other thing I want to point out is that in the letter Citibike sent me it states that they emailed me and "included instructions".  I followed all the prompts.  But they ONLY conveniently got my Discover card information and not my SNAP benefit information?  No, something went wrong on their end or they did this deliberately.  Who knows, but what I DO KNOW is that I MOST CERTAINLY DID SIGN UP FOR THE REDUCED FAIRS AND RE-ENTERED MY SNAP BENEFITS CARD.

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

  Business Response

  Date: 02/22/2023

  We are in receipt of the consumer rebuttal in BBB complaint case #********. *********************************** complaint concerns charges that ******* accrued for bike rides taken on the Lyft platform and the application of member benefits.
  
  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 further clarified our policy regarding membership renewals, we consider this matter resolved.

• Initial Complaint

  Date:02/13/2023

  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 morning I was going to work but they kept canceling the drivers over and over again. They make me late to work I didnt get there until 7:56.

  Business Response

  Date: 02/14/2023

  We are in receipt of BBB complaint case 19394606. *********************;complaint concerns a ride experience on the Lyft Platform.
  
  As no previous support interactions could be found regarding this complaint, our agents have since been in correspondence with ******* to address *******'s concerns.
  
  In addition, 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, that any defects in the Lyft Platform will be corrected, or that the Lyft Platform is free of viruses or other harmful components. We disclaim liability for, and no warranty is made with respect to, connectivity and availability of the Lyft Platform or Services."
  
  As we have addressed *******'s concerns, we consider this matter resolved.

• Initial Complaint

  Date:01/18/2023

  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 had a membership good until August 2023. A couple months ago I asked for a refund and cancellation of my membership because I was not using it on a regular basis. Citi Bike emailed me and told me they don't offer refunds after 2 weeks of buying a membership. Then, without my authorization or notification, they cancelled my membership. I only found out about it a couple weeks ago (this occurred in November I believe) when I tried to use a Citi Bike. I have called them several times and now they just hang up on me and refuse to validate my membership that I have already paid for.

  Business Response

  Date: 01/18/2023

  We are in receipt of BBB complaint case #********. ****************************************** complaint concerns *****'s Citi Bike account.
   
  ***** wrote in to Support on 11/30/22 and requested to cancel *****'s annual membership. Our agents have since been in correspondence with ***** to inform ***** that we have cancelled *****'s account, per *****'s request. 
   
  As stated by our Terms of Service, You may terminate Your use of the Services at any time; provided, however, that no refund will be provided by Bike Share. 
   
  As we have followed up with ***** and clarified our Terms of Service, we consider this matter resolved.

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18830937
  
  I am rejecting this response because: I did not authorize Citi Bike to cancel my contract. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/19/2023

  We are in receipt of the consumer rebuttal in BBB complaint case #********. ****************************************** complaint concerns *****'s Citi Bike account.
  
  Per *****'s email to Support on 11/30/22, *****'s membership was cancelled outside the 14-day refund policy at *****'s request. Our Terms of Service clearly state, You may terminate Your use of the Services at any time; provided, however, that no refund will be provided by Bike Share. 
   
  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: 01/24/2023

   
  Complaint: 18830937
  
  I am rejecting this response because: I did not authorize cancellation of my membership.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/07/2023

  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 a ************** pass which grants me unlimited 30 minute rides for a $5 monthly fee. Since Ive been using this service Ive had nothing but issues with the customer service team because they are unreasonable and dont care that technology daily sometimes, including their own app. The most recent incident I was parking in a location Ive parked at over a dozen times and a strange man was making remarks at me. It was a few minutes shy of 6 am, so the sun hadnt risen and no one else was on the street. I tried to quickly take the photo and get inside my workplace. I tried to explain this to Lyft several times but they refuse to be understanding. They dont care about customer safety and are penalizing invisibly lower income riders for possible small infractions. Theyre refusing to remove a fee that hasnt even been charged to a payment method yet.

  Business Response

  Date: 01/07/2023

  We are in receipt of BBB complaint case #********. ********************************* complaint concerns an experience on the Lyft Platform. 
  
  Precious contacted Support on Jan 07, 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 Precious's concerns and clarified our Terms of Service, we consider this matter resolved.

  Customer Answer

  Date: 01/07/2023

   
  Complaint: 18700592
  
  I am rejecting this response because: it is unreasonable based on my history and based on the situation. 
  The fee hasnt even been charged to my card. Its just pending on my account and Lyft is being unfair to a longtime customer.

  Also, in my chat history with their customer service team I volunteered to go outside to the bike rack (Despite being at work on the clock) to take another photo of the locked scooter. It was gone by the time Id gotten outside, meaning another customer rented it and the scooter clearly had not issues with function or location. 

   

  Again, Lyft is being unreasonable as my account is essentially unusable until I pay a $25 fee, which I will not. 

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

  Business Response

  Date: 01/19/2023

  We are in receipt of the consumer rebuttal in BBB complaint case #********. ********************************* complaint concerns an experience on the Lyft Platform.
  
  Our agents have been in correspondence with Precious to inform Precious that we won't be making any adjustments to this charge since it is associated with a valid scooter ride.
  
  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 Precious and further clarified our Terms of Service, we consider this matter resolved.

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18700592
  
  I am rejecting this response because: of previously explained reasons. I rode a scooter and parked it at a bike corral. Unfortunately, technology does fail sometimes. I will not pay the fee and if they wont remove it they can just describe my account. Ill use a competitors app from now on. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/27/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There have been multiple instances where I have been unable to dock a bike because there was no dock available and I had to ride around in circles to find a free dock. Citi Bike then charges my account for the extra time I spent trying to find an open dock. I have submitted multiple claims through the Citi Bike app requesting they refund the money that they wrongfully take from me and I have not received a response, or my money back. It is not right for Citi Bike to be taking my money when I am unable to dock a bike because there are no available spaces and for Citi Bike to fail to respond to my refund requests. As you can see from the attached photo, this occurred on both December 18 and also December 11. I want a refund for those charges on that day and I want Citi Bike to respond to my refund requests in the future because I know that this will happen again.

  Business Response

  Date: 12/27/2022

  We are in receipt of BBB complaint case #********. *********************************** complaint concerns an experience on the Lyft Platform. 

  
  
  ********* contacted Support on 12/19/22. 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: 12/27/2022

   
  Complaint: 18643930
  
  I am rejecting this response because:
  

  They claim to have responded to my request on December 19, but that is not true.  I never received a response (I also checked my spam and it was not there).  Furthermore, the response is also unacceptable because Citi Bike wrongfully took my money.  I am not asking for a refund.  I want the money that they should never have charged me in the first place back. 

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

  Business Response

  Date: 01/07/2023

  We are in receipt of the consumer rebuttal in BBB complaint case #********. *********************************** complaint concerns charges incurred on *********'s 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 stated by our Terms of Service, All Charges are non-refundable. This no-refund policy shall apply at all times regardless of your decision to terminate usage of the Lyft Platform, any disruption to the Lyft Platform or Services, or any other reason whatsoever.

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

• Initial Complaint

  Date:12/26/2022

  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 December 10th weekend, my son and I rented bikes from Capital Bikeshare, in **************., which is a ******* of ***** We parked our bikes at a bike parking area outside out hotel to go to the restroom. When we came back out, one of the bikes were gone. Unfortunately, the bikes had no way to lock them. I called immediately to Capital Bikeshare and made a claim. Unfortunately, the bike was stolen and I had no way of tracking it down. They initially gave us until the 17th of December to find and return the bike. They then gave me until the 15th. Unfortunately, there was no way I could do that because we had to fly home, which is 12 hours away. The 15th came and I got charged $250. Initially, they told me it was going to be up to $1200. Although, I appreciate only being charged $250. Over this past weekend of Christmas, I received a text stating the bike had been docked as necessary. I sent the text to Capital Bikeshare, but my money is not being returned. There is no reason not to refund my money if the bike has been docked. My ideal resolution to this problem, is my $250 being refunded since the bike has been docked safely.

  Business Response

  Date: 12/27/2022

  We are in receipt of BBB complaint case #********. ******************************* complaint concerns a bike that ***********;rented from **.

  Our agents have been in correspondence with ***********;to let ***********;know if a bicycle rental is not ended within a period of 24 consecutive hours, then the bicycle is deemed lost or stolen, and your credit or debit card will be charged a fee of up to $1,200 for the recovery of the missing asset.

  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 Marvin and clarified Lyfts Terms of Service, we consider this matter resolved.

  Customer Answer

  Date: 12/27/2022

   
  Complaint: 18640211
  
  I am rejecting this response because:
  

  I had to leave to go back home and there was no way to try and find the bike that was stolen. I live twelve hours away and made that absolutely clear to Lyft. I did what I needed to do in order report the bike. Fortunately, this past weekend, I received a text stating that the bike was docked correctly. The only thing I ask, is to refund my money I paid, since the bike had now been docked. I do not accept this resolution. The only resolution that will satisfy me, will be a refund. Although Im glad the bike was fortunately was returned by whoever took it, I am not satisfied since Capital Bikeshare refuses to settle this in a reasonable manner.
  
  

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

  Business Response

  Date: 01/07/2023

  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: 01/11/2023

   
  Complaint: 18640211
  
  I am rejecting this response because:

  This still does not resolve anything. How do you expect anyone to try and find a stolen bike in a place like ***************? Es when I had to leave to go back home. Furthermore, Capital Bikeshare has the bike back as shown in the text message I provided. Therefore, I need my money back that I paid at the time the bike was not in possession. This matter will not be resolved until I get my $250 back. You have the bike in possession and therefore I require to be paid back.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/24/2022

  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 14th December 2022, we used Bluebikes in ******, the service provided by Lyft. We used two bikes and returned them at one bike station after 40 minutes use. We checked the green light and firmly confirmed that both bikes were locked properly when we returned them. Only after about an hour we realized that according to the application we were still using one of the bikes. We contacted its customer service and they said "We see an attempt to dock the bike at the station, but the bike was not properly docked and secured" and they ended up charging $250 to my credit card. From our perspective, the fact that it was confirmed that there was an "attempt to dock the bike" means we did our part in docking the bike, but that due to the Lyft system failure this was not executed properly. As we did our part in ensuring that the green light was there, we cannot agree to the $250 that was charged to us for so called "losing the bike". So we request Lyft to refund the money.

  Business Response

  Date: 12/24/2022

  We are in receipt of BBB complaint case #********. Tycho Speekenbrink's complaint concerns a bike that **********;rented from us.
  
  Our agents were in correspondence with ***** on 12/14/22 to let **********;know if a bicycle rental is not ended within a period of 24 consecutive hours, then the bicycle is deemed lost or stolen, and your credit or debit card will be charged a fee of up to $1,200 for the recovery of the missing asset.

  Per Lyft's Terms of Service and Bluebikes's Rental Agreement, we will not be able to make any adjustments to this charge. Per our policies, the Lost Bike fee charged after a bike has not been returned within 24 hours is a non-refundable fee.
  
  As we have responded to Tycho and clarified Lyfts Terms of Service, we consider this matter resolved.

• Initial Complaint

  Date:12/21/2022

  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 9/3/21, Citi Bike/Lyft mistakenly charged me $194.88 for a full-price membership instead of the discounted rate I get from my work. When I called them about it, they said they'd refund it. On 9/7/21, they charged me the correct amount ($87.10) but never refunded me the original, incorrect charge of $194.88. I trusted them to refund it - and didn't notice they hadn't done so until over a year later. In the meantime, I'd cancelled the credit card used for both 2021 membership charges, and gotten a new one. Now, as of 11/28/22, they acknowledge that I'm owed a refund, but insist that they can only refund me via that same credit card, which my bank cannot accept. They claim they can't send a check or use the payment method they accepted on 9/8/22 for my current membership. I've spent literally hours on the phone and emailing with customer service. They claim to have attempted a refund, but attempting is not the same as paying. Now they say that I need to have the bank cancel the charges instead, but my bank won't do that ,because it's been quite a bit longer than 60 days (their time limit) after the card was cancelled. Basically, Citi Bike has stolen that money from me. They'll probably answer with the same bs boilerplate "terms of service" they've used for other complaints here, and say they consider the matter resolved. But it's not resolved. The onus is on them to solve this, not my bank or me. They should have refunded the money in September, 2021. Ticket numbers for email exchanges about this matter include *********, *********, *********, and *********.

  Business Response

  Date: 12/23/2022

  We are in receipt of BBB complaint case #********. ************************* complaint concerns an experience on the Lyft Platform.
  
  Our agents have been in correspondence with ***********;to inform ***********;that we are only able to issue refunds back to the original payment method that was charged at the time of purchase. We are unable to issue refunds to a different card on file, and we cannot issue refunds by check. 
  
  We recommended that ****** reach out to ******'s bank or card issuer to dispute this charge.

  As such, we consider this matter resolved.

  Customer Answer

  Date: 12/23/2022

   
  Complaint: 18623871
  
  I am rejecting this response because:

  This is the same non-helpful answer I have received from them several times. Every business has the ability to issue a check, or to issue a refund via another form of payment, especially one that was used successfully to pay them. Their claim that they "can't" is simply not true. Also, as I have told them before, my bank doesn't accept payments to a credit card that's been closed for over 60 days, as the previous card was. I have spoken to Chase, my bank, twice about it. They agree that companies usually write a check in these cases, and that Citi Bike not dealing with me in good fath.

  Citi Bike should have issued me this refund when I informed them, in Sept. 2021, that they had wrongly charged me the full membership fee. At the very least, they should have used part of that money to pay for my new (as of Sept. 2021) membership, and refunded me the rest. Instead, they charged me twice for the same membership period, once at the incorrect full price and once at the correct discounted price. 

  If the people in the customer service department don't have permission to issue a refund to any account but the original one, this complaint needs to be elevated to a higher level, to someone who can do that. 

  The simple fact is, they owe me money, and I won't consider the matter closed until I get it from them.

  I have attached screen shots from both my Citi Bike website account page and my own bank account page showing the double payments for 2021.

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

  Business Response

  Date: 01/07/2023

  We are in receipt of BBB rebuttal case #********. ************************* complaint concerns an experience on the Lyft Platform.
  
  As stated, we are only able to issue refunds back to the original payment method that was charged at the time of purchase. We are unable to issue refunds to a different card on file, and we cannot issue refunds by check. 
  
  As we have followed up with ***********;and clarified our Terms of Service, we consider this matter resolved.

• Initial Complaint

  Date:12/16/2022

  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 wife and I rented bikes from Divvy on 11/03/22. We rented them for the day. After my wife got set up, I rented the last remaining ************ from the station. I didn't realize at the time that it had no lock, nor did I realize it needed was supposed to include on. So, I had to lean it against a bike rack when we got to the *********. We walked around the pier for a few hours. When we came back to our bikes, mine was gone. The company recovered the bike a few days later. In addition to the rental fees, my account was charged $272.50. I consider this charge to be fraudulent.

  Business Response

  Date: 12/17/2022

  We are in receipt of BBB complaint case #********. ************************************* complaint concerns a bike that ********************************* rented from **.
  
  ********************************* wrote in to Support on 12/13/22 to report a fee that ********************************* incurred during a bike rental taken on the Lyft platform on 11/3/22. Our agents were in correspondence with ********************************* to let ********************************* know this fee is valid due to the bike not returning to our system for over 5 days.
  
  ********'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: 12/17/2022

   
  Complaint: 18576973
  
  I am rejecting this response because the bike was not in operable condition (No lock). This is why it was lost. It should not have been available to rent in the first place. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 12/23/2022

  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.

  Customer Answer

  Date: 12/24/2022

   
  Complaint: 18576973
  
  I am rejecting this response because: There was no lock on the bike. If there was, I would have locked it in accordance with the terms of the rental agreement. It should not have been available to rent in the first place. The fact that you had to recover your missing asset is due to your lack of ability to maintain your equipment. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:12/01/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer of Lyft for over six years and have spent thousands of dollars using their services. On November 24, 2022 after dismounting from the Divvy I had rented using my LyftPink membership, I was robbed of the bike. I even jumped in a random familys car and we tried to drive after him but he got away. As we were driving, I contacted Divvy and informed them of the situation. At first the customer service team tried to make me feel at ease that they would handle the situation, especially since the first thing they asked was if I was ok and physically safe. However, the bike was not docked until five days later and prior to that after 24 hours Lyft/Divvy attempted to charge me $109 for the missing bike. The current charge is now over $380 and the customer service team has no desire to retract the charges on the account. I have tried to resolve this issue on ******* and with the police. The latter suggested filing with the Better Business Bureau as the stolen property has been returned to its owner. Lyft/Divvy even stated that a police report would not change or deter their attempt to collect the funds above from me. I have lost income and one of my three jobs because of this situation. I dont want this to negatively impact my credit and am distressed that Lyft/Divvy has handled it this way.

  Business Response

  Date: 12/02/2022

  We are in receipt of BBB complaint case #********. **************************************** complaint concerns a bike that ************************************ rented from us on 11/25/22.
  
  ************************************ wrote in to Support on 11/30/22 to report a lost bike fee that ************************************ incurred during a bike rental taken on the Lyft platform on 11/25/22. Our agents were in correspondence with ************************************ on 12/1/22 to let ************************************ know that we refunded the lost bike fee.
  
  While this bike was not returned within 24 hours of being charged, we have processed a refund for the lost bike fee as a one-time exception and followed up with ************************************ to notify ************************************ of the refunded charge.
  
  As we have responded to ************************************ and clarified Lyfts Terms of Service, we consider this matter resolved.