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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:11/25/2024

      Type:Order 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 writing to formally report an issue I have encountered with both Lyft and CitiBike. Recently, my accounts with these services were suspended due to an alleged violation of their terms of service. I firmly deny any such violation, as I have always adhered to the policies of both platforms.Unfortunately, neither Lyft nor CitiBike has provided me with a detailed explanation or specific justification for this suspension. This lack of transparency has left me unable to use the services for which I have already paid, causing significant **************** September 2024, I paid for the annual membership for CitiBike. However, due to the suspension of my account, I am currently unable to access this service, as well as the Lyft taxi service. This situation has disrupted my daily routine and resulted in a financial loss.I consider this suspension to be unjustified and lacking clear grounds. Therefore, I am seeking your assistance in addressing this issue. I request that you help facilitate a detailed explanation from Lyft and CitiBike regarding the specific reasons for the suspension of my accounts. Additionally, I seek the reactivation of my accounts so that I can continue to use the services for which I have already paid.I appreciate your attention to this matter and look forward to your assistance in resolving this issue.

      Business Response

      Date: 12/18/2024

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

      Our agents were in correspondence with ******* on November 17th, 2024 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:11/25/2024

      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.
      My Citi Bike account has been suspended for NO reason. Citibike have not told me what reason my account has been suspended. I pay for a yearly citibike membership and use almost daily for commute. There has been no explicit explanation why for the suspension and are not communicating how to reinstate my account. I am very upset at being accused of something I have not done and I have used Citibike with respect for almost 3 years now.

      Business Response

      Date: 11/27/2024

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

      ******* wrote in to Support on November 25, 2024. We were in correspondence with ******* on November 26, 2024 to inform ******* that ********* account had been reactivated.

      As ********* rider account has been reactivated, we consider this matter resolved.

    • Initial Complaint

      Date:11/25/2024

      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.
      Citi-Bike disabled my account without cause and has refused to unlock it. My account is fully paid until December *******. Citi-bike is acting arbitrary and capricious. I have been a victim of their indiscriminate discrimination, ageism as which has caused irreparable harm.

      Business Response

      Date: 11/25/2024

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

      Our agents were in correspondence with **** on November 22nd, 2024 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.

      Customer Answer

      Date: 11/25/2024

       


      I am rejecting this response because:


      Complaint: 22600659

         Citi-bike/Lyft discontinued my membership and said that there was "suspicious behavior" on my account, yet they refused to give me any detail or information to support their allegation even though I repeatedly requested it, and they said their decision was final!!  

      And to this day, I have no clue as to why they chose to discontinue my account, which was fully paid for another month, without any notice or warning. If they did it once, what is to prevent them from doing it again?

      I am a senior citizen, over the age of 70,  who has used Citi-bike for over 61/2 yrs. - in fact, they have designated me an ******* and awarded me badges. At no time have they ever said that i was in violation of any policy or rule.     

      Without notice or warning they locked my account as I was trying to get a bike late at night when i was feeling ill and I needed to rush home for personal reasons.  Instead, I ended up spending almost an hour to learn that they had discontinued my account and they could not provide a reason other than some vague accusations that my account had suspicious behavior.

      The way Cit-bike handled this caused me a lot of stress, anxiety, some expense and I had to change my normal routine and mode of transportation. 

      Finally, after a week of numerous emails, and after I consulted with a law firm and the Better Business Bureau, they sent me an impersonal email stating that they reviewed the matter and decided to reactivate  my account. They did not issue me an apology or any form of compensation other than extending my membership for the 7 days when they told me that I was no longer able to use citi-bike

      I have been a big fan of the citi-bike program and have really, really appreciated this addition to life in ***. I found the manner in which they handled this situation appalling. 

      I felt like I was a victim out of some science fiction story or a ***** novel. I really hope that they fix this situation, and they should offer me some proper compensation!


      Sincerely,

      **** Smoke

      Business Response

      Date: 11/27/2024

      We are in receipt of BBB complaint case ********. **** Smoke's complaint concerns ****** rider account status.

      **** wrote in to Support on November 19, 2024. We were in correspondence with **** on November 27, 2024 to inform **** that ****** account had been reactivated.

      As ****** rider account has been reactivated, we consider this matter resolved.

      Customer Answer

      Date: 12/02/2024

       
      Complaint: 22600659

      I am rejecting this response because: Citi-bike/Lyft did Not act in Good Faith and has not offered adequate compensation.

      They froze my account without warning or notice.  They claim that there were some violations to the terms of agreement, but they Never mentioned what they were.

      i am grateful that they unfroze my account but they never issued an Apology and did Not offer any Compensation for thei wrongful  way they handled this matter.

      I have read other instances of them doing this arbitrarily to other people.

      For more details, please read the details in my prior response which have still not been addressed.

      Thank you


      Sincerely,

      **** Smoke

    • Initial Complaint

      Date:11/21/2024

      Type:Customer Service 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.
      Starting no later than the evening of 11/19/2024, Citi Bike blocked my account. I pay a monthly membership. I have contacted Citi Bike customer service at least 10 times by chat and phone, and they will not tell me why the account is blocked. They say they are escalating the issue to an unnamed and unidentified other Department and wont give me a timeline of when I will hear back. I survey of other riders experiences indicate that the wait can be 6 months or longer. Citi Bike is a bikeshare program in ***, it essentially functions as infrastructure like the subway and buses, and it is outrageous that they block accounts without any reason why, no explanation, and no timeline for resolution. I have been a loyal customer for 7 years, but I guess this is Silicon Valley-style customer service in 2024. If someone was forbidden from ever taking the NY subway without warning and without explanation or even a timeline for explanation, it would constitute a major due process violation.

      Customer Answer

      Date: 11/22/2024

      Hi,

      Account was unblocked, no further action needed, thank you!

    • Initial Complaint

      Date:11/20/2024

      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.
      Im. it able to access bikes and its been very frustrating and they have not responded within a week. *** had this account for over a year and this has happened twice now. The app itself is buggy and its needs fixes.

      Business Response

      Date: 12/12/2024

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

      ***** ******** wrote in to Support on November 20, 2024. We were in correspondence with ***** ******** on November 21, 2024 to inform ***** ******** that ***** ********** account had been reactivated.

      As ***** ********** rider account has been reactivated, we consider this matter resolved.

    • Initial Complaint

      Date:11/20/2024

      Type:Service or Repair 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 have been a regular and loyal Citibike customer for several years. As of yesterday (Nov 19, 2024) I was informed by the app that my account has been suspended. After making an inquiry directly to Lyft, they wrote that they detected "suspicious" activity and have locked my account. I am a mild-mannered, considerate, law-abiding college professor who uses Citibike several times a week to ride to work and back. I have paid for a full year subscription to access the bikes, and have done nothing to void my membership. Lyft have provided no avenue of appeal, resolution, or rectification. (I suspect this has something to do with ID theft.) I seek restored access to the service I paid for.

      Business Response

      Date: 12/12/2024

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

      Our agents were in correspondence with ******* ******* on November ******* 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.

      Customer Answer

      Date: 12/12/2024

      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.

      Sincerely,

      ******* *******

    • Initial Complaint

      Date:11/20/2024

      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.
      I attempted to take a citibike ride in ********* on 11/19 at around 9pm. I have been a citibike customer and membership holder for almost 5 years and use their service regularly. When trying to unlock a bike, I was met with the message "cannot take out a bike right now". This was of course followed by a call to citibike customer service, which is outsourced to who knows where. I was told they were unable to tell me what was wrong, and to wait for an email. I never received an email, and called back with the expectation that I would be able to speak to a supervisor and get the issue resolved, but instead was met with a rude customer support lady who was no more help than the first ******* I have still not received any emails from lyft/citibike, and grow more and more anxious on the resolution of this issue.I rely on citibike to commute to/from work daily, and do not have any outstanding charges with lyft/citibike. The way citibike/lyft has treated me as a customer is extremely troubling. To arbitrarily remove access from a pre paid membership without explanation or any way of recourse is unacceptable, frustrating, and will be taken into account when considering my future as a citibike member.

      Business Response

      Date: 11/20/2024

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

      Our agents were in correspondence with Karam on 11/20/24 to inform ***** that we had found Karam to be in violation of our Terms of Service and had deactivated Karam'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 ************** 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 Karam's account, we consider this matter resolved.

    • Initial Complaint

      Date:11/19/2024

      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.
      Today on November 19th, I attempted to take out a Citibike but was unable too as I was met with the message, You cannot take a ride at this time. I contacted customer support but they were of no help and only said that they would send this case to higher **** I then did research and learned that this happens to many people with Lyft not resolving anything and banning people from riding a bike while they still pay for no reason. I took out a bike yesteray on the 18th just fine. I wish to fix this problem and be able to take out bikes.

      Business Response

      Date: 12/10/2024

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

      ****** wrote in to Support on November 19, 2024. We were in correspondence with ****** on November 20, 2024 to inform ****** that ******** account had been reactivated.

      As ******** rider account has been reactivated, we consider this matter resolved.

    • Initial Complaint

      Date:11/18/2024

      Type:Service or Repair 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.
      Citibike, owned by Lyft Bikes and Scooters, has banned me from using their services without any reason. They've given me a "list of potential reasons", none of which I have done, and have refused to answer my emails any longer despite me being one of their most loyal customers. As proof, I've been a loyal customer to ****************** (owned by *********************** for years, riding ***** times, ***** miles and 361 hours of ride time according to their app. I'm also in the Top 1% of riders in their app according to them, having visited more bike stations than most people in *************. I also was spending $100+ / month on rides, paying on time and without issue. Despite all of this, Citibike refuses to tell me why I am being banned, citing no proof, giving no reason, and no ability for recourse to get this issue resolved. This is my primary mode or transportation and critical to my work commute, yet Lyft has refused to help me. I need help getting my account back online.

      Business Response

      Date: 11/19/2024

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

      Our agents were in correspondence with **** on November 5, 2024 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.

      Customer Answer

      Date: 11/19/2024

      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.

      Sincerely,

      **** *****

    • Initial Complaint

      Date:11/10/2024

      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.
      I subscribe to **** Bike through my Lyft Pink membership. Today, I received an error trying to unlock a bike that said "You cannot take a ride at this time". I called customer support, who let me know that it was because I requested maintenance for bikes multiple times that, in their opinion, did not need maintenance, and that my account would be locked for 30 days. I am not a person who flags bikes needing maintenance unnecessarily.

      Yesterday, there were two bikes that I reported needing maintenance.
      • One had its chain dislodged such that when I peddled, it would not move forward. I immediately re-docked where I picked it up and flagged for maintenance.
      • The other, I noticed a bike right next to it that had no grips on its handlebars, leaving the thin metal handlebars exposed. I thought that I should just flag that as an issue so that others could not take out the bike (thin metal handlebars are harder to control and could also cause puncture wounds more easily in the event of a crash), so I pulled it out, redocked it, and flagged for maintenance.

      Offshore customer support this morning told me there was simply nothing that could be done to unlock my account, even after I explained these issues - they just said they were automatically locked and that I would have to wait out the 30 days. I pay for this service through my Lyft Pink membership, and I find this extremely unfair for the following reasons:
      • There is no feature to let their mechanics know what is wrong with the bike, so it's "their word vs. mine" - the mechanic might not have even felt exposed metal handlebars was an issue
      • I was never given any sort of notice that my account was locked until I tried to take out a bike the next day. I was away from my home and relying on being able to ride a bike.
      • I was told several times by customer support there was nothing that could be done to unlock the account. I am confident that the right supervisor could hear my case and have a process to unlock accounts.

      Business Response

      Date: 11/10/2024

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

      Stephen T****** wrote in to Support on November 10, 2024. Our agents were in correspondence with Stephen T****** the same day and informed Stephen T****** that we had found Stephen T****** to be in violation of our Terms of Service and had deactivated Stephen T******** account for 30 days. 

      As Stephen T****** has been informed that we are unable to reactivate Stephen T******** account, we consider this matter resolved.  

      Customer Answer

      Date: 11/11/2024



      Complaint: ********



      I am rejecting this response because:


      I do not believe I was in violation of the Terms of Service. Attached are pictures of the same bike that I reported needing maintenance on 11/9, as the handlebars are missing grips. These pictures were taken the morning of 11/11, and you can see there are still no grips on the bars. I believe this makes a bike unsafe to ride because (1) it becomes more difficult to control the bike (because it is thinner, and also possibility of hand slipping increases on metal) and (2) raises the risk of the bars puncturing the body in the event of an accident. There are stories of this happening ****************************************************************************, and the fact that this bike is not fixed suggests the mechanic believed this bike to not need maintenance, and the system then subsequently flagged me for requesting maintenance when none was needed and therefore banned me for 30 days.

      If **** Bike believes that a bike without handlebar grips does not require maintenance, then that explanation should be given to me, and consumers should at least be aware of this - at least so they do not flag this as a maintenance issue moving forward resulting in a potential ban from the platform.

      If **** Bike believes it should be fixed, then I would like them to fix that bike’s handlebars immediately and also find a way to unlock my account. I have been told by Customer Services that they could not reactivate my account given system constraints, which I find difficult to be true.

      Business Response

      Date: 11/12/2024

      We are in receipt of the consumer rebuttal in BBB complaint case #********. Stephen T******** complaint concerns the status of Stephen's account.

      Our agents have been in correspondence with Stephen to inform Stephen that we found Stephen's account to be in violation of our Terms of Service and deactivated Stephen's account for 30 days.

      As Stephen has been informed that we are unable to reactivate Stephen's account, we consider this matter resolved. 

    Lyft Bikes & Scooters is NOT a BBB Accredited Business.

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