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:11/30/2022

  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.

  On October 22nd, 2022 I was riding home from work on a scooter. At some point during the ride, the center ring started blinking red and the scooter abruptly stopped, throwing me head-first over the front of the scooter. This fall resulted in a left radial head fracture, as well as a break in my thumb. I am a chef by trade so a broken elbow and thumb mean I cannot work. It is now November 29th, which means I have gone this entire time without a paycheck. I am unable to pay my rent and utility bills, or even buy necessities. Additionally, I reached out to Lyft support only to never hear back from them. The last email I received from them included a link that prompted me to start another support claim. Lyft needs to take responsibility for their scooters not being well-maintained plus their lack of regulation in their customer support. For my resolution, I would like Lyft to cover my medical bills, including the emergency room visit and all follow-up appointments. I would also like for them to reimburse me for the time I have missed at work.

  Business Response

  Date: 11/30/2022

  We are in receipt of BBB complaint case ********. *******'s complaint concerns an incident on the Lyft platform.
  
  ******* reached out to our Support team to report an incident that occurred on a rental. Their case has been escalated to a specialized team for review.  
  
  As we have escalated *******'s case to the appropriate team, we consider this complaint resolved. 

• Initial Complaint

  Date:11/30/2022

  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.

  On October 22nd, 2022 I was riding home from work on a scooter. At some point during the ride, the center ring started blinking red and the scooter abruptly stopped, throwing me head-first over the front of the scooter. This fall resulted in a left radial head fracture, as well as a break in my thumb. I am a chef by trade so a broken elbow and thumb mean I cannot work. It is now November 29th, which means I have gone this entire time without a paycheck. I am unable to pay my rent and utility bills, or even buy necessities. Additionally, I reached out to Lyft support only to never hear back from them. The last email I received from them included a link that prompted me to start another support claim. Lyft needs to take responsibility for their scooters not being well-maintained plus their lack of regulation in their customer support. For my resolution, I would like Lyft to cover my medical bills, including the emergency room visit and all follow-up appointments. I would also like for them to reimburse me for the time I have missed at work.

  Business Response

  Date: 11/30/2022

  We are in receipt of BBB complaint case ********. *******'s complaint concerns an incident on the Lyft platform.
  
  ******* reached out to our Support team to report an incident that occurred on a rental. Their case has been escalated to a specialized team for review.  
  
  As we have escalated *******'s case to the appropriate team, we consider this complaint resolved. 

• Initial Complaint

  Date:11/13/2022

  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.

  On 11/6/22, my phone was stolen and the person who stole it ordered a Lyft bike on my account and on my debit card. I got my phone back, but the Lyft ride totaled to $110.09. I then got an email from **** saying that the bike was missing, and I was responsible for returning it before 11/12/22. Not having rented this bike myself, this was impossible. They then charged me $250+tax for this missing bike that I did not purchase. I can not afford this amount, and don't believe I should be charged for a bike I did not ride, nor steal/hide.

  Business Response

  Date: 11/14/2022

  We are in receipt of BBB complaint case #********. ******************* complaint concerns a lost bike fee that was charged to ******************* account.
  
  *************** wrote in to Support on 11/9 to report a lost bike fee that *************** incurred during a bike rental taken on the Lyft's platform. Our agents were in correspondence with *************** on the same day to inform *************** that the lost bike fee is valid due to the bike not returning to our system for over 5 days. We have elected to issue a refund for the usage fees that *************** accrued as a one time courtesy.
  
  Per Lyft's Terms of Service and Divvy's Rental Agreement, we will not be able to make any adjustments to this charge. Per our policies, the lost bike fee charged after a bike has not been returned within 24 hours is a non-refundable fee.
  
  As we have responded to *************** and clarified Lyfts Terms of Service, we consider this matter resolved.
  

• Initial Complaint

  Date:11/09/2022

  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.

  Dears I was charged an unreasonable $79.69 I used a bike on October 18th and I locked it at the station within the time limit, I locked it twice, the second time I saw the green light come on indicating the bike was locked and I left.But the next day Oct 19th I saw my account page showing that I was still riding, I immediately contacted bluebike customer service and got a definite reply stating that the bike was locked and I would not be charged for it, (I uploaded a picture of the email). However, in the following days I kept having problems with my account, one day it said they needed to confirm and the next it said the problem had been completely resolved. All the while they kept interfering with my normal riding. For this reason I communicated with them no less than 10 times, both by email and phone.Then they suddenly said on Oct 23rd that I never returned the bike, which is just a bunch of nonsense, then I emailed them and called them again, but they didn't make any reply.Then all of a sudden on October 26th they said the bike was returned. I thought it was over, but on November 7 I received a $79.69 chargeback from bluebike, I called them and they said it was for the bike I used on October *********************** by email within 3 hours, but I have not received any email feedback from them yet.All in all, they made it clear on October 19th that that bike had been docked correctly, that there would be no further issues with my account, and that I would not be charged for anything. But they didn't actually do that and even tried to charge me $79.69. They just pass the buck and put their own mistakes on the consumer when I did nothing wrong. This is a scam company, so I choose to trust and turn to BBB, I need a refund as well as an apology.Thanks for your help best yuqi

  Business Response

  Date: 11/09/2022

  We are in receipt of BBB complaint case #********. *********************** complaint concerns an experience on the Lyft Platform. 
  
  Support contacted *********;on 10/23/22 to address ****'s concerns. 
  
  As stated by our Terms of Service, Your Ride Time will be calculated beginning when You unlock and remove a Bicycle from a Bike Dock. If You return the Bicycle to a Bike Dock within the initial free ride period applicable to Your subscription type (the Initial Free Ride Period), no usage fee will be charged. If You do not return the Bicycle to a Bike Dock within the Initial Free Ride Period, You will be charged the applicable usage fees set forth on the Platform or displayed at the Kiosks, which are subject to applicable sales taxes and other local government charges."
  
  As we have addressed ****'s concerns and clarified our Terms of Service, we consider this matter resolved.

• Initial Complaint

  Date:10/30/2022

  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 in *** for a conference for work. I rented a citibike for the first time, rode all of eleven city blocks and was charged $3.99. I was unable to dock the bike as the docking station was malfunctioning. As you can see in the screenshots, I called and then chatted with a customer service representative to figure out what was wrong. She told me leave the bike; maintenance was on its way and the ride was ended. She also told me to contact citibike if they made any further charges. The next day, I woke up to a bill for $161; I contacted them and was told it would be refunded within 24 hours. Five days later, I received a refund for $161-- only to have an ADDITIONAL charge for $250 for a "lost bike" charge, which they now refuse to refund or acknowledge that they told me to leave the bike. They refuse to speak with me over the phone as well, and continue to simply ignore my emails

  Business Response

  Date: 11/02/2022

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

  Customer Answer

  Date: 11/02/2022

  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; I would however, like a confirmation number of this transaction to ensure that this happens in a timely manner. 

   

  Thank you SO much for all your assistance in this matter.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:10/27/2022

  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.

  In the last several months I noticed that I could not use my Citibike (bike sharing program in ***) account, which apparently was recently purchased by Lyft. I contacted them twice, without resolution of my issue, and the latest response (via email) I received on 10/15/2022 was that my account was closed and that it could not be reopened.I asked for clarifications, and the verbatim response was " Legally, we cannot release any of our internal processes except that we found your account to be violating our Terms of Service and you will no longer be able to use the Lyft platform."The problem is that I was never made aware that I violated Citibike's or Lyft's term of service. I simply would like to understand what happened, and rectify any potential wrongdoing, although I am certain that there has been a misunderstanding regarding my account. In addition, CitiBike/Lyft has essentially a monopoly in the bike sharing program in ***, and inability to use their services leads to personal hardship, effectively banning me from using such services in the city.I would like to file this complaint since I did not receive any information from their *********** and customer service, which is very limited. I appreciate your help with this issue, since, as a consumer, I would like to understand and correct any potential problems with my bike sharing account.

  Business Response

  Date: 11/02/2022

  We are in receipt of BBB complaint case ********. *****************************'s complaint concerns the status of ********'s Rider/Driver account.
  
  On 10/15/2022, ******** was informed by our agents that we had found ******** to be in violation of our Terms of Service and had deactivated ********'s Rider/Driver account. 
  
  As ******** has been informed that we are unable to reactivate ********'s account, we consider this matter resolved. 

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 18325538
  
  I am rejecting this response because: no information was provided on the question I asked: what was the "violation of the terms of service" that reportedly occurred, which led to the deactivation of my account. They simply reiterated the non-information they initially provided. I understand that they are a private business and they can cancel anyone's account, but don't you think (from the perspective of an observer, who advocates for consumers, as BBB does) that some explanation should be provided on the reasoning? What if they made a mistake? What if I made a mistake in my transactions with CitiBike (which I am not aware of), there is no possibility of rectifying it? Why this secrecy with opaque decision-making? Especially since this company has an essential monopoly in the bike-sharing service in my area, and I don't have other options available to me. 

  I would appreciate if BBB would consider the merits of my request, asking again Lyft to provide an answer to our questions.

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

  Business Response

  Date: 11/10/2022

  We are in receipt of BBB complaint case #********. *****************************'s complaint concerns the status of ********'s account.
  
  Legally, we cannot release any of our internal processes except that we found ***************;account to be violating our Terms of Service and *************;will no longer be able to use the Lyft platform.
  
  As Nikolaos has been informed that we are unable to reactivate ********'s account, we consider this matter resolved. 

  Customer Answer

  Date: 11/15/2022

   
  Complaint: 18325538
  
  I am rejecting this response because: this is identical to the response I received on 11/3/2022, and does not even attempt to answer my original complaint: what exactly was the "violation of the terms of service" that led to the deactivation of my account. It's a simple question and there should be a simple answer. I do not accept the Kafkaesque responses by ****, and I expect a publicly traded company to have a better degree of transparency in its interactions with consumers.

  My question to BBB is: do you accept these non-responses by Lyft or do you think that my request has merit?
  
  Sincerely,
  
  *****************************************

• Initial Complaint

  Date:10/25/2022

  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.

  I have had several trips with this company involving drivers who have nearly caused collisions and other accidents due to speeding, excessive swerving from lanes, and all kinds of atrocious behavior for whatever reason. I was nearly in accidents at least three times in the past few months due to incompetent drivers not following road rules, erratic driving, speeding you name it. It appears many of them are in a hurry to complete jobs for whatever reason to the point the are jeopardizing safety and terrifying myselfcas a paying passenger. This has happened with several drivers now (speeding, swerving, and atrocious driving to the point of nearly causing repeated accidents and a nearly head on collision once) if reported, nothing happens other than you are not matched with the person again, but apparently they stay on the road. They are aware of this hence nothing changes. Some of them do sneaky things to **** up prices, the last trip I took with the company caused me to reach out and report this. The driver (*****************) came scarily close to being side swiped by a large truck, followed zero road rules and and jumped in and out of lanes and should NOT be driving. This is happening a lot. I am not paying to be terrified when I get in a car. Again, this needs to be brought to a higher authority's attention because this is completely out of hand. The last trip was absolutely petrified. Please do something Lyft.

  Business Response

  Date: 10/31/2022

  We are in receipt of BBB complaint case ********. ********************************* complaint concerns multiple incidents that occurred on the Lyft platform.

  
  ******* wrote in to Support on multiple occasions, and our agents were in correspondence with ******* to file an incident report each time. ****'s support team completed full investigations for each incident and took the necessary actions with each driver. Our support team informed ******* that we have conducted complete investigations into the reported incidents.

  
  As ******* has been informed that we have completed an investigation, we consider this matter resolved.

• Initial Complaint

  Date:10/24/2022

  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 Citi bikes from the Red hook station in Brooklyn on 10/16 at 15:30. We rode the bikes for an hour and then returned them to the ************* at 16:30. There was a hardware or software glitch when I returned my bike and Citi is claiming that I never returned it. **** is trying to charge me $160 for the ride + $250 for the lost bike when I should've only been charged $20. This is completely unacceptable because it was their faulty hardware and software that failed.

  Business Response

  Date: 10/27/2022

  We are in receipt of BBB complaint case #********. ********************* complaint concerns a bike that **** rented from us.
  
  **** wrote in to Support on 10/24/22 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 Lyfts Terms of Service, we consider this matter resolved.
  
  
  

• Initial Complaint

  Date:10/21/2022

  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.

  On 10/16/22 I rented a bike from capital bike share in *************. I rode the bike for one hour and returned the bike to their dock on **************** and Pennsylvania ave. The ride was completed the app closed and I was charged $25 for the rental. Capital bike share/ Lyft is now attempting to collect $250 for a missing bike. I do not live in ************* and they are not a local company. They are unwilling or in able to physically inspect their docking station to verify the bike is located at the station. Lyft is saying I have to provide picture verification to prove I returned the bike. I asked to be provided with literature stating that policy previous to renting the bike. I still have not received anything other than collection attempts for a service I already paid for.

  Business Response

  Date: 10/26/2022

  We are in receipt of BBB complaint case #********. ******************************* complaint concerns a bike that ****** rented from **.
   
  ****** wrote in to Support on 10/20/2022 to report a lost bike fee that ****** incurred during a bike rental taken on the Lyft platform. The Support team was in correspondence with ****** on 10/20/22 to inform ****** that the lost bike fee is valid due to the bike not returning to our system for over 3 days.
   
  Per Lyft's Terms of Service and Capital Bikeshare's Rental Agreement, we will not be able to make any adjustments to this charge. Per our policies, the lost bike fee charged after a bike has not been returned within 24 hours is a non-refundable fee.
   
  As we have responded to ****** and clarified Lyfts Terms of Service, we consider this matter resolved.

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18293605
  
  I am rejecting this response because: the dock is improperly working the bike is still parked and they have not physically inspected this location. When speaking in the phone with the Lyft customer service agent said that there is not dock on 25th and *********. The pictures included are from 25th and *********. The dock is not working properly. I did return the bike. Lyft is not adequately maintaining docking stations.  The customer service agents are not knowledgeable about station locations and are charging customers company mistakes.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/01/2022

  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 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.

• Initial Complaint

  Date:10/19/2022

  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 Oct 11th I rented a Blue Bike in ****** and returned it approx 15 min later to a docking station at ****** Sq ********* ** at approx 855pm I checked the bike was docked properly - waited for click/light and tried to remove it and was locked.264.63$ was removed from my debit card as they say the bike was not returned. I had heard this happening and to be careful when locking and I KNOW I did.On 2 different occasions the app showed there were no bikes available while there clearly were. I feel their docking stations at times experience technical difficulties and I should not be accused of stealing a bike or charged.

  Business Response

  Date: 10/20/2022

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

  ****** wrote in to Support on 10/13/22 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 Blue Bikes'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: 10/21/2022

   
  Complaint: 18244719
  
  I am rejecting this response because: I was well aware of the terms of service and was extra cautious to ensure the bike was properly locked and double checked it could not be removed after doing so. I did propoerlu dock the bike and sl was surprised at this fee and it makes me suspect that there is an issue with their docking stations. If you look at their Yelp reviews in ****** the majority of them are about this same exact issue. It is very suspect that SO many people are certain and checked the bike was locked properly and then are charged after the fact. I an 100% certain I locked the bike - waited for the click/light then could not remove the **********.

  I was aware of the terms when I signed up. So as I properly locked the bike I should not be responsible for paying for an error int their system.

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

  Business Response

  Date: 11/01/2022

  We are in receipt of BBB complaint case #********. ********************************;complaint concerns a bike that 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: 11/05/2022

   
  Complaint: 18244719
  
  I am rejecting this response because:

   

  although the business DID refund my money I want it clear that I DID agree and comply with the terms of service and I believe their equipment is faulty. Therr are numerous reviews of this happening to other people.  ****
  
  Sincerely,
  
  *************************