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Business Profile

Bike Rentals

Lyft Bikes & Scooters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bike Rentals.

Important information

  • Customer Complaint:
    BBB’s business profile for Lyft Bikes & Scooters was created in August 2020. The BBB recommends users to review the terms of service for Lyft and Citi Bike Bicycle, respectively.

Complaints

This profile includes complaints for Lyft Bikes & Scooters's headquarters and its corporate-owned locations. To view all corporate locations, see

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Lyft Bikes & Scooters has 5 locations, listed below.

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    Customer Complaints Summary

    • 289 total complaints in the last 3 years.
    • 122 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/05/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 account was blocked for no reason and no refund or explanation was provided.

      Business Response

      Date: 03/05/2025

      We are in receipt of BBB complaint case ********. Elianna D******* complaint concerns Elianna's rider account status. Elianna called in to Support on March 5th. We were in correspondence with Elianna on March 5th to inform Elianna that her account had been reactivated. As Elianna's rider account has been reactivated, we consider this matter resolved.

    • Initial Complaint

      Date:03/01/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Product or Service Purchased I purchased an annual CitiBike subscription through **** in about September 2024. CitiBike is New York City's bike-sharing system, which is operated by ****. The annual subscription allows unlimited 45-minute rides on CitiBike bicycles throughout *** for a prepaid annual fee.Description of Complaint In March 2025, I attempted to unlock a CitiBike and discovered that my account had been placed on hold without any prior notification. When I contacted **** customer support about this issue, I was informed by a representative named Antoinnette that my account could not be reopened.When I asked for an explanation, *********** responded: "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."I have not knowingly violated any Terms of Service and was given no specific information about what alleged violation occurred. I have been a customer in good standing and rely on ********************** as an essential mode of transportation in **************This situation is particularly concerning because:I paid for an annual subscription upfront and am now being denied the service I paid for Lyft has refused to provide any specific explanation for the termination Lyft has not offered to refund the unused portion of my subscription As the operator of *************'s only bike-sharing system, Lyft holds a monopoly on this essential transportation service Resolution Attempted I have contacted **** customer support directly through their messaging system. I first inquired about why my account was on hold. When informed it would not be reopened, I asked for an explanation. ****'s representative refused to provide specific details about the alleged violation.I have not been offered any resolution to this issue - neither account reinstatement nor a refund of my subscription.

      Business Response

      Date: 03/02/2025

      We are in receipt of BBB complaint case ********. *** ******* complaint concerns the status of *** ******* account.

      Our agents were in correspondence with *** ***** on 03/01/2025 to inform *** ***** that we had found *** ***** to be in violation of our Terms of Service and had deactivated *** ******* account while we investigated the matter in compliance with our Terms of Service, which state ""Lyft may terminate this Agreement or deactivate your User account immediately in the event . . . Lyft has the good faith belief that such action is necessary to protect the safety of the ************** or third parties.""

      Our agents have since been in correspondence with *** ***** to inform *** ***** that we were able to reactivate *** ******* account.

      As we have clarified our Terms of Service and reactivated *** ******* account, we consider this matter resolved.

    • Initial Complaint

      Date:02/26/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Subject: Formal Complaint Against Bluebikes (Lyft) Unfair and Non-Transparent Refund Policy Dear BBB of ******,I am writing to formally file a complaint against Bluebikes, operated by ****, regarding their lack of transparency in their refund policy and failure to provide customer support.Complaint Details:OnJan 27, 2025, I signed up for an annual Bluebikes membership. However, I later discovered that the availability of bikes in my area was extremely limited, making the service practically unusable for me. Due to this, I contacted Bluebikes support to request a ********* my surprise, they informed me that their refund policy prohibits any refunds after 14 days of usage, a condition that was never clearly communicated at the time of purchase. When I requested an escalation to higher management, Bluebikes stopped responding to my emails entirely, despite my repeated follow-ups.Issues:Lack of Transparency: The 14-day refund rule was not clearly disclosed at the time of purchase.Unfair Policy: The service is unusable in my area due to poor bike availability, yet I am being denied a refund.Failure to Respond: After requesting escalation, Bluebikes stopped replying, showing a lack of proper customer service.Requested Resolution:I kindly ask the BBB to assist in resolving this issue by urging Bluebikes (Lyft) to:Issue a full or partial refund of my annual membership fee.Improve transparency by clearly disclosing their refund policy to future customers.Provide proper customer support by addressing refund requests fairly instead of ignoring customers.I believe that this situation violates principles of fair trade and consumer rights. If Bluebikes continues this practice, I will no longer use their services and will warn other potential customers about their lack of accountability.I appreciate your time in reviewing my complaint. Please let me know if you require any additional information.Sincerely,Fan

      Business Response

      Date: 02/26/2025

      We are in receipt of BBB complaint case ********. *** ***** complaint concerns a Bluebikes annual membership purchased on the 26th of January 2025.
      *** *** contacted Support on February 15th, 2025. Our agents were in correspondence the next day to address *** ***** concerns.

      As outlined in the Terms for this membership offer, Annual members are eligible for a refund of their membership fee if requested within 14 days of the original purchase or renewal date. A refund will immediately end your membership perks. We do not refund or credit for partially used memberships beyond the first 14 days.

      On the February 26th 2025, Customer advocacy granted the concession for $53.92 for the total charge of the Bluebikes annual membership. This was applied as an exception to the policy.

      As we have addressed *** ***** concerns and clarified the Terms of this promotional offer, we consider this matter resolved.

    • Initial Complaint

      Date:02/25/2025

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Yesterday 2/24 I realized i was no longer unable to unlock citibike "ride cannot be started at this time" -- I reached out to citibike customer support inquiring why I was unable to and the representative was very vague and said that they would need to escalate.Another agent emailed me this morning saying they flagged 'suspicious activity' and had suspended my account - which they issue for reasons including "Defacement....unauthorized manipulation...presentation of incorrect information....behavior that is harmful"When I asked for elaboration (as a 7+ Year rider with an immaculate account and over 500 hours of ride time) -- I bet I spend close to $1500/yr with them -- I received another extremely vague answer "after further review we're unable to to re-open your account"It is infuriating to have my account suspended without cause. Please help resolve (& thank you in advance)

      Business Response

      Date: 02/26/2025

      We are in receipt of BBB complaint case #********. *** ******* complaint concerns the status of ***** account.
       
      Our agents were in correspondence with *** on 2/24/25 to inform *** that we had found *** to be in violation of our Terms of Service and had deactivated ***** account while we investigated the matter in compliance with our Terms of Service, which state "Lyft may terminate this Agreement or deactivate your User account immediately in the event . . . Lyft has the good faith belief that such action is necessary to protect the safety of the ************** or third parties."
       
      Our agents have since been in correspondence with *** to inform *** that we were able to reactivate ***** account.
       
      As we have clarified our Terms of Service and reactivated ***** account, we consider this matter resolved.

    • Initial Complaint

      Date:02/25/2025

      Type:Billing Issues
      Status:
      Resolved
      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 disagree with the $25 fee assessed. Since 2021, I have always used Capitol Bikeshares in a prudent manner. The fee is without merit. I request it refunded.

      Customer Answer

      Date: 02/25/2025

      I was assessed a $25 fee for parking.  I parked the bicycle correctly.  The $25 has since been refunded.

      Customer Answer

      Date: 02/25/2025

      I would like to have the case resolved.

       

      Thank you,

    • Initial Complaint

      Date:02/17/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Citibike / **** has disabled my annual membership without warning or explanation and refuse to refund me. I tried to unlock a bike with my FOB as well as App and received the "your are unable to ride at this time" alert. I have been a member since the beginning without any issues until now. It is impossible to receive any information regarding the reason for disabling my account. I only received the reply:"This is *****, thanks for reaching back. After further review, were unable to re-open your account or to provide further information about the investigation made. The decision to disable your account will remain final."also:"Unfortunately, we are unable to issue a refund for your annual membership since it was purchased more than 14 days ago. This is according to our refund policy for the annual memberships."

      Business Response

      Date: 02/17/2025

      We are in receipt of BBB complaint case ********. **** ****** complaint concerns **** ****** rider account and membership status.
       
      **** **** wrote in to Support on February 13th, 2025. We were in correspondence with **** **** on February 17th, to inform **** **** that **** **** account had been reactivated and confirmed their membership is in good standing.
       
      As **** ****** rider account has been reactivated, we consider this matter resolved.

    • Initial Complaint

      Date:02/15/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 Feb 14, I used BlueBikes between 6:24PM and 6:50PM. The correct green light was displayed when returning the bike to the dock, but the ride was not terminated correctly, resulting in a huge fee.

      Business Response

      Date: 02/16/2025

      We are in receipt of BBB complaint case ********. *** ***** complaint concerns charges that *** *** accrued for a bike ride taken on the Lyft platform.

      *** *** wrote in to Support on February 14, 2025. Our agents were in correspondence with *** *** that same day. Support has granted *** ***** requests for readjustments in regards to the ride costs *** *** inquired about to Support.

      Additionally, per our Terms of Service, ""As a Rider, you understand that request or use of the Services may result in charges to you (Charges). Charges include Fares and other applicable fees, tolls, surcharges, and taxes as set forth on your markets Lyft Cities page (*******************************). **** has the authority and reserves the right to determine and modify pricing by posting applicable pricing terms to your markets Lyft Cities page.""

      As we have granted *** ***** requests and issued all necessary refunds, we consider this matter resolved.

    • Initial Complaint

      Date:01/28/2025

      Type:Product Issues
      Status:
      Answered
      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 canceled my Lyft Pink All Access membership on January 15, 2025, after confirming with a **** representative that I would still be able to use my Citi Bike Angel ****** even after my membership ended. However, once my membership was officially canceled, I lost access to my Bike Angel ****** and could no longer redeem them.I exchanged emails with the Citi Bike support team for assistance. The agent I spoke with previously acknowledged the issue and stated they could help restore access. However, despite my continued attempts to resolve the matter, I am now being told that I cannot use my points unless I purchase a new membership, contradicting what was originally promised.I simply want to use my Citi Bike Angel ****** as originally promised without being forced to repurchase a membership. I am requesting that **** restore my access to these points or provide an appropriate resolution. One possibility of restoring access would be to provide a one-week, or even one-day reactivation of my membership so I can use my points before the membership expires.

      Business Response

      Date: 01/29/2025

      We are in receipt of BBB complaint case ********. ***** ********* complaint concerns Bike Angels Points issues.
       
      ***** ******* contacted Support on January 15, 2025. Our agents were in correspondence with ***** ******* that same day and provided ***** ******* with the necessary steps to troubleshoot ***** ********* Bike Angels Points issues.
       
      As such, we consider this matter resolved.

    • Initial Complaint

      Date:01/02/2025

      Type:Billing Issues
      Status:
      Answered
      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 am a single mother who depended on my **** **** reduced fare membership for commuting, including helping my son get to school. Around June, my **** **** account was unexpectedly suspended without explanation. Whenever I tried to use a bike, the app simply stated, "You're unable to take a bike at this time." I repeatedly contacted **** **** customer service over the course of several weeks, but received no assistance or clarification.

      Eventually, I was informed that my account had been permanently suspended. While I now understand that sharing my account with my son might not have been allowed, I immediately created a separate account for him to resolve the issue. However, even his account was also suspended, leaving us without access to the service we depended on.

      What is most disheartening is that **** **** continued to bill my account even after my membership was canceled on my end in August. Despite being unable to use the service and paying for a reduced fare membership designed to assist low-income individuals like myself, **** **** charged me for several months after cancellation.

      This experience has been both financially and emotionally draining. As a single mother already struggling to make ends meet, I relied on **** **** as a cost-effective solution. The company's failure to communicate, refusal to issue a refund, and decision to continue billing a suspended and canceled account are unacceptable.

      Desired Resolution:
      I am requesting a refund for all charges incurred after my account was suspended, specifically for the months when I was unable to access the service and after I canceled the membership in August. Additionally, I would like **** **** to review its practices for handling reduced fare memberships and improve its communication with customers in similar situations.

      Thank you for your assistance in resolving this matter.

      Business Response

      Date: 01/02/2025

      We are in receipt of BBB complaint case ********. Silvana R********* complaint concerns the status of Silvana's account.

      Our agents were in correspondence with Silvana on Janurary 2nd, 2025 to inform Silvana that we had found Silvana to be in violation of our Terms of Service and had deactivated Silvana's account while we investigated the matter in compliance with our Terms of Service, which state "Lyft may terminate this Agreement or deactivate your User account immediately in the event . . . Lyft has the good faith belief that such action is necessary to protect the safety of the Lyft community or third parties."

      Our agents have since been in correspondence with Silvana to inform Silvana that we were able to reactivate Silvana's account.

      As we have clarified our Terms of Service and reactivated Silvana's account, we consider this matter resolved.

    • Initial Complaint

      Date:12/03/2024

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 2, 2024, I scanned the bar code of a Citibike, and saw on the app that my membership had lapsed. Prompted to renew it, I opted not to and instead closed the app. As a long time Citibike member and user, I know the sounds the dock makes when the bike is released, and didn't hear them, so I didn't touch the bike. I also didn't hear the cacophonous error alert the dock makes when a released bike isn't pulled from the dock. I stood there for several minuteslong enough for these 2 aural alerts and they never happened. I'll also note that usually once a bike is unlocked, the app becomes active on my phone. This time, the Citibike app wasn't active within the hour that I was in the vicinity of the Citibike dock, to indicate the bike was unlocked. The app only became active letting me know I had an unlocked bike active, 3 hours and 55 minutes later, long after I got home.When I got in touch with customer service upon seeing the bike was being used for 3 hours and 55 minutes, the customer service agent said there's nothing Citibike could do until it had not been locked for 25 hours, but that I would be charged for the missing bike.Therefore, I walked the 10 minutes to the dock to find the bike they said I had taken out, still in the dock. I pushed the bike back into the dock, and was charged a total of $100.94 for a ride I did not take ($4.79 unlock fee, and $96.15 for the "ride").As a longtime member and user of ****************** and Lyft, I'm disappointed in Lyft's predatory practices. This is Citibike's error, and the team needs to fix this terrible user experience.

      Business Response

      Date: 12/25/2024

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

      ******** wrote in to Support on December 2nd, 2024 to report being over charged for a ride. Support was in correspondence with ******** ***** the as of current date to inform ******** that the ride has been refunded.

      As such, we consider this matter resolved.

      Customer Answer

      Date: 12/26/2024

      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, although it took too much time and effort on my part.

      Sincerely,

      ******** ***

    Lyft Bikes & Scooters is NOT a BBB Accredited Business.

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