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:08/08/2022

  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.

  7/30/22 Took a capital bikeshare bike on a 10 minute ride at 4:40PM to my house to get my wallet which I had forgotten. Parked bike inside my front gate, nobody around. Went inside to get wallet came back outside at 4:42 and the bike was stolen.Immediately I reported to the **** customer service line that my bike had been stolen and was told not to worry and I would not be charged as I had reported it in a timely manner.The next day on 7/31 then proceeded to get a full $26 charge for that bike's ride, as well as an email follow up which informed me that I was potentially liable for the $1300 value of the bike. I proceeded to call the customer service line a second time, was told that my ticket was being looked at, I did not need to worry, and it was going to be escalated and I would receive a response soon. No response or follow-up came.The ticketing system encouraged me to file a police report, which I contacted the *** to do, but they did not want to write a report on behalf of a third party's property for something that they could not prove as stolen, and told me this was something that the company should be handling themselves with their own technology for tracking the bikes, not directing their customers to go out in the city hunting for themselves, or to burden law enforcement.Today 8/8, I received a follow up email telling me that the $1300 was being dropped to $250 for my "good standing" and an unauthorized charge was put on my credit card. I did not consent to this charge, and was already informed twice that this was something that was covered and going to be taken care of, but they never provided any written follow up of those promises like they said they would.I just called the service line for a third time, where they claimed not to have any record of my previous interactions with the support line, would not be able to compensate me for the $26 charge, and also that I would not be able to get out of this charge without a police report.

  Business Response

  Date: 08/09/2022

  We are in receipt of the BBB complaint case #********. ****** Crew's complaint concerning a lost bike fee.

  
  ****** Crew has been in contact with support since 07/31/2022 to report a lost bike fee on their account.  Our agents have been in correspondence with ****** Crew to inform ****** Crew that we have reduced the lost bike fee. In addition, we will provide a refund for the usage fees as a one time courtesy. This will reflect ****** Crew's account within 5-7 business days. Riders are fully responsible for the proper return of their bike at the end of their rental as outlined in our Rental Terms of Service.
  
  As we have followed up with ****** Crew and clarified our Terms of Service, we consider this matter resolved.

  Customer Answer

  Date: 08/09/2022

   
  Complaint: 17688746
  
  I am rejecting this response because:
  
  They are incorrectly citing that I first got in touch with support on 7/31. I first contacted support on 7/30 immediately as soon as the bike was stolen. During my first phone call with support I was told I would not need to worry and would not be charged because I had reported the incident in a timely manner.
  
  The following day I received a $26 charge, and so I followed up with support and was told I needed to acquire a police report in order to waive the charges. After trying to contact the *** for a police report, the Police told me to go back to Lyft because they did not believe this should be a police issue, and the fact I had received a charge meant that the bike was probably returned and therefore not stolen, and that they could not file a report without proof it was stolen. The police told me that I should inform Lyft it should be their duty as the of the owner of the property to seek out it's proper return, not to rely on a third party customer, without any access to their tools or databases in which they could realistically find the bike in a city as large as *************.

  I then received an emailing informing me I was going to be responsible for a the $250 charge if I did not try to seek out and return the bike, which the police had urged me not to do as it could lead to an unsafe situation. After going back to Lyft with this info and the info from the line above to the police, they sent me the email informing me that the charge was not the bike being returned, rather that they had waited a whole **************************************************************************** the first place ( after I had been told already I would not be charged and not to worry)

  I called support for a second time and tried to debate this new charge and pending charge, citing what the police had told me, and they did not accept this and told me I needed a formal police report to remove the charge. I was told that this was going to be escalated and I would receive a response, and that the matter would be resolved if I was able to get a police report. I was expecting this follow up to come within a few days via phone, but none came so I assumed the matter was resolved or pending.

  
  Then on 8/8 without warning I saw the pending charge in my account (after being told I was going to expect a follow up). At this point, I filed my BBB complaint. I reached out to *** for a second time which I was able to get them to write me a police report that will be made available tomorrow 8/10.
  
  After receiving your BBB notice, Lyft reached back out to me repeating the same information, they had told me before. I told that I am going to provide a police report, but now I am being told a different story that based on a stipulation within their TOS (which they initially sent to me with a broken link) the police report is no longer valid to waive the pending $250 charge due to the bike "unattended" and that I cannot prove it was "forcibly taken"
  
  I have stated that the bike was taken forcibly from me, on my property, without my consent, and I admit that I left the bike unattended for 60 seconds to grab my wallet before going back out to the bike where I had left it, during which it was stolen. This was an honest mistake, and I have learned my ****** about leaving a bike unattended, but I do not feel that this mistake on my second time utilizing their service warrants a $250 penalty.
  
  Because I feel I was misled by their customer support staff on multiple occasions, and surprised not once, but twice with charges in my account, I do not feel this resolution is satisfactory on their part. Rather it seems a predatory way to extract revenue from customers who would not be so vigilant in trying to utilize their mechanisms of support. Had I not been so quick to reach out to their support, and had their support not misled me on multiple occasions, I would be understanding of the $250 amount. But now that they have pulled multiple fast ones, across multiple email chains, never completely following up on their promises, using multiple support representatives so I never have a consistent point of contact, and now that I have finally utilized the local federal authorities not once, but twice, in order to meet their requests- I feel they should have the authority to seek damages further damages when I provide them with the police report. Otherwise, it seems they are just incentivizing bad people to steal bikes on whim whenever presented with an opportunity, and letting the honest users suffer the consequences.
  
  
  
  
  Sincerely,
  
  ****** Crew

  Business Response

  Date: 08/12/2022

  We are in receipt of the BBB complaint case #********. ****** Crew's complaint concerning a lost bike fee.
  
  Our agents have been in correspondence with ****** Crew to inform ****** Crew that no further adjustments will be made to this claim in accordance with our Terms of Service.
  
  As we have followed up with ****** Crew and clarified our Terms of Service, we consider this matter resolved.

• Initial Complaint

  Date:08/06/2022

  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 was overcharged. I am getting charged for riding a bike when im not even in *************. I have a 14 hour bike ride charge. That's ridiculous because I have locked the bike I used and the app notified me of the ride ending. This has happened 4 other times.

  Business Response

  Date: 08/12/2022

  We are in receipt of BBB complaint case #********. *************************** complaint concerning ride charges.
  
  Suuport has been in correspondence with *********************** to inform Andre **************** we have refunded two of these rides in full. In addition, we have provided education on how to properly end a ride in order to avoid these charges in the future. 
  
  As we have followed up with Andre *************** clarified our Terms of Service, we consider this matter resolved.

• Initial Complaint

  Date:08/06/2022

  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.

  They do not maintain their e-bikes enough to justify constantly charging for them. I have been a member of citi bike for 3 years at least now and 8 times out of 10 there is an issue with their bike, usually e-bike. The electric bike is usually dead or will soon be. The seat constantly swivels around and falls from its place, creating huge safety hazards while riding. I have complained so many times and this issue still persists. Its almost akin to ********* saying the McFlurry machine doesnt work when it actually does but its the opposite. These bikes dont work but they leave them out for use as if they do. Its a huge issue.

  Business Response

  Date: 08/12/2022

  We are in receipt of the BBB complaint case #********. *********************************** complaint concerning ebike issues.
  
  
  Our agents have been in correspondence with ****** Pinkhasov to inform ****** Pinkhasov that we have refunded these rides. In addition, we have provided instructions on how to report ride issues to us. 
  
  
  As we have followed up with *******************************, we consider this matter resolved.

• Initial Complaint

  Date:08/04/2022

  Type:Sales and Advertising 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.

  On January 21, 2022, I paid $194.88 for an annual membership with CitiBikes. On July 27, 2022, I received the following email from Lyft: "Hi ****,You recently transitioned to the Lyft Pink Annual Plan. At the time of sign up, the renewal price was incorrectly listed as $0 (plus tax) per year until canceled. We apologize for any confusion this may have caused and we want to be transparent about the correct pricing.Lyft Pink renews at $199 (plus tax) per year until canceled, and renews on the date you confirmed your purchase.We'd love to have you stay as a Lyft Pink member and enjoy your exclusive benefits. But if you want to pause or cancel your membership, you can do so anytime in the Lyft app.As always, please let our team know if you need assistance or have questions. We're standing by, ready to help.Contact ********************************************************************************* 2022 Lyft, Inc."Not understanding that this email related to my CitiBike account, I followed the directions and canceled my membership as I do not usually need car service and I know Lyft to be a car service operation. Nowhere in the email was the word "CitiBikes" mentioned. When I went to use my Citibike account, I discovered that it had been closed. After many hours on the phone with Citibikes, I realized what had happened and that I had closed out my account. I was told that I simply needed to reopen a Lyft account, which I did. When I then went to reopen my CitiBike account, I learned that I would have to repay the annual fee. I spent many hours on the phone with Citibikes, but the customer service representatives could only offer me a thirty dollar coupon. I am owed the use of Citibikes from July 27th until January 21, 2023. I really want to remain a CitiBikes customer, but on principle, can not reopen my account until I am fairly compensated. Thank you for your help.

  Business Response

  Date: 08/09/2022

  We are in receipt of the BBB complaint case #********. ********************************* complaint concerning the cancellation of ********************************* Citi Bike annual membership.

  
  ***************************** was in contact with support on 07/27/2022 to report the cancellation of the Citi Bike annual membership. Our agents have been in correspondence with ***************************** to inform ***************************** that we have provided a refund for the most recent annual membership charge on 08/07/2022 and granted ***************************** a free Citi Bike annual membership on 08/08/2022. ********************************* refund will reflect in ********************************* account within 5-7 business days from the refund date.
  
  As we have followed up with ***************************** and clarified our Terms of Service, we consider this matter resolved.

  Customer Answer

  Date: 08/09/2022

  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/30/2022

  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.

  Hi, I'm writing about Lyft engaging in unscrupulous business practices as through my recent experience below. 1) On 7/20, I rented a Citi bike in Governors Island. After one hour of using the Bike, I docked it near the Overlook Point to climb the hill. When I got downstairs, the bike was stolen and I contacted customer support right away. As shown in attached screenshots, I was promised that your operations team would look for the bike and dock it properly. I was also told to 1) watch out for a notification in the Lyft app around the bike being returned and 2) my trip had been paused to stop further charges on my credit card and 3) any extra amount would be refunded once the bike was returned. 2) On 7/21, I got an in-app notification that my bike was returned/ docked. The ride then reflected in the ride history section of the app with a charge of 161$ (0.23$ x 25 hours). So the trip was never paused on 7/20 as communicated earlier. 3) I reached out to customer support to get the charge rectified and was informed after two days that the bike has not been returned to the system yet. I was told that I was entirely responsible to return the bike by 7/26, else I would have to pay a fine.Instead of clarifying the charges upfront, customer support provided wrong information re: #1 and #2 and extended the situation for a week. I was also incorrectly made to believe that your team was looking for my bike as of 7/20.More than hefty charges, this experience has caused me mental harassment for a full week due to misguided customer support. Only because the support team assured me that the issue will be resolved by them, I chose to leave the island. My total charge for this nightmarish experience is 161.52$ (for a 1 hour ride) plus a 270$ fee for a stolen bike. It is unacceptable to charge a user for a ride of incorrect duration in addition to levying lost charges. This business thinks that they can steal money from a user just because they have access to credit cards.

  Business Response

  Date: 08/02/2022

  We are in receipt of the BBB complaint case #********. ******************************* complaint concerning a lost bike fee.
  
  Our agents have been in correspondence with *************************** to inform *************************** that we will adjust the usage fee and provide a refund for the difference as a one-time courtesy. *************************** should see this refund reflected in ******************************* account within 5-7 business days.
  
  As we have followed up with *************************** and clarified our Terms of Service, we consider this matter resolved. 

• Initial Complaint

  Date:07/25/2022

  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.

  I took a citibike home on Sunday night 7/25 and went to 3 different docking stations. The first two were not working so I had to ride to an unsafe area in the city to dock for the third time. Once docked, the light turned green which is the signal that the bike has been properly docked. After leaving and already home, I received a text message that the bike was not properly docked. An hour had passed at this point and I was still being charged. As you can see per my conversation with the customer service rep, I did not feel comfortable going back to that area alone at night as a young female and was told that they don't want the bike stolen (which happens in that area often) rather than prioritizing my safety. I am not responsible for a malfunctioning dock. I have rode citibikes many times in the past and never had an issue with docking. I was promised I would not be charged however no action has been taken for a refund. I have also emailed the customer service line for ********************** with all of this information, requesting a refund and received an email back with no mention of action.

  Business Response

  Date: 07/29/2022

  We are in receipt of the consumer rebuttal in BBB complaint case # 17618639 *************************** complaint concerns.
  
  Our support team has been in correspondence with *************************** to explain the bike return process. We have provided education to *************************** and provided a refund due to the bike being successfully returned to our system. Riders are fully responsible for the proper return of their bike at the end of their rental. Should the bike not be returned to our system, riders may be subject to the fees as outlined in our Rental Terms of Service.
  
  As we have followed up with ***** Lecompte and clarified our Terms of Service, we consider this matter resolved.
  
  
  

• Initial Complaint

  Date:07/21/2022

  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 April 2, 2022, my husband and I rented Citi Bikes in Manhattan. After docking our bikes at 4:25pm, we received confirmation via text that the bikes were docked. A while later at 6:59pm, we received another text saying "You've had your bike out for a while & are being charged extra fees." We called the help number provided and spoke with an agent who located our bikes at the docking station and asked if we could go back to the station and ensure they were properly docked. We were out of town visitors to *** and were no longer even in the area of the bike docking station. The agent on the phone ASSURED us it was not a problem since she could see the bikes were in fact no longer in our possession. We were charged $32.66 the next day for our rides. On April 12, 2022, we received ANOTHER text thanking us for docking a bike. We had not been in *** for 10 days at this point. Two days later, on April 14, 2022, we were charged $163.31. My husband again called the help line and was told a refund would be issued in 5-7 business days. Those days came and went, and NO refund was applied to our bank account. My husband calls AGAIN, on business day 8, and is assured the refund will post. On April 26, 2022, an additional $150 charge was made by Citi Bike, bringing the total to $313.31 that we are owed from Citi Bike (not including the legitimate charge of $32.66). Several phone calls later and a demand to speak with a supervisor, Citi Bike has still not refunded the money to our account.

  Business Response

  Date: 04/29/2022

  Hello,

  ***** and her husband rented two bikes on April 2, 2022. The bikes were docked at 4:25 pm the same day. ***** received a notification confirming the rental return. ***** received another notification stating that the bikes had not been returned. ***** reach out to us and spoke with an agent that agreed to refund the cost of the ride and the overage fees. ***** was charged on April 14, 2022 and April 26, 2022. ******* husband reached back out to us to dispute the charge.
  
  
  After looking through their account, we were able to see that the two lost bike charges, on April 14th and April 26th, were refunded on April 25 and 26th of 2022. Refunds typically take 5-7 business days. Thank you

  Customer Answer

  Date: 05/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   While the debit of $163.31 was refunded to our account, the $150 that was debited on 4/26 has not been refunded. The business stated this was refunded on 4/26 but it was debited from the account on 4/26. Screenshot attached. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 05/09/2022

  In double checking the customer's profile. Both charges have been processed as a refund within our system on 4/25 and 4/26. We ask the customer to please verify with their financial institution for additional insight regarding these refunds. Thank you. 

  Customer Answer

  Date: 05/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

   

  The refund of $150 has still yet to process to my account. I have confirmed with my bank 

  & the refund has not been received. I am prepared to provide detailed bank statements if necessary, 

  but as of 5/17/22, the refund of $150 has not been issued, despite the business claim that it was. 
  

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 05/31/2022

  Our team has been able to confirm both refunds have been granted. We have reached out to the customer directly with a screenshot of the refund 

  Customer Answer

  Date: 06/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  After speaking with the Lyft representative via email, he advised that I contact my bank to confirm receipt of this refund. My financial institution confirmed that the refund for $150.00 has not been processed. The 1st refund for $163.31 was processed as stated by the Lyft rep, but the additional refund of $150.00 has only shown as a DEBIT from my account, not a CREDIT. I have attached a bank statement from 4/1/22 - 6/20/22 (today) that shows the "GAS/TRANSPORT" category, where all Citi Bike transactions fall. You can see the credits and debits and will note that the $150 is only listed as a debit and that the "credit voucher" from Citi Bike is only seen once, for the $163.31 transaction. 

  There are multiple transactions on the attached document so I highlighted the Citi Bike transactions for ease of access. Thank you so much for your assistance with this. 

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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