We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

Lyft Bikes & Scooters has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 289 total complaints in the last 3 years.
    • 121 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/09/2024

      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.
      Lyft/**** bike will not let me unlock a bike even though this is the first time I have tried to ride a **** bike. It always tells me "You cannot take a ride at this time." There is no context or explanation. I spoke to customer service but they were rude and wouldn't solve my problem. I am seeking a reasonable resolution to this issue.

      Business Response

      Date: 11/10/2024

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

      Richard O***** wrote in to Support on November 9, 2024. We were in correspondence with Richard O***** on November 9, 2023 to inform Richard O***** that Richard O******* account had been reactivated.

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

    • Initial Complaint

      Date:11/05/2024

      Type:Sales and Advertising 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 had discount membership for Citi bike rides. My account has been on hold for several weeks. I want my account reactivate so I can continue to ride Citi bikes. Thanks

      Business Response

      Date: 11/06/2024

      We are in receipt of BBB complaint case #********. ****** ******** complaint concerns the status of ******** Rider account.
       
      On 9/8, ****** was informed by our agents that we had found ****** to be in violation of our Terms of Service and had deactivated ******** Rider account.
       
      As ****** has been informed that we are unable to reactivate ******** account, we consider this matter resolved. 

    • Initial Complaint

      Date:11/04/2024

      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.
      I have paid for a full year of Lyft Pink which entitles me to Citi Bikes in ********. Since Thursday 12/31 I get the following message when trying to unlock a bike "Sorry, there was a problem processing your request. Please verify the information and try again. If the issue persists, contact Lyft support."Every time I go in the support chat I get the same response saying it's being handled and there's nothing they can do. But no one can give a time frame or even an update. I have had the same conversation with them on November 1,2,4 I have an injured leg which makes walking very difficult but cycling is less impact so is ok. I need the service to commute. Please help me get a real response from them. Thank you very much

      Business Response

      Date: 11/28/2024

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

      We have been in correspondence with ****** to inform ****** that ******** account had been reactivated.

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

    • Initial Complaint

      Date:10/28/2024

      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.
      My account has been put on hold and I cannot get an explanation, a reinstatement or a refund of the unused portion.

      Business Response

      Date: 10/31/2024

      We are in receipt of BBB complaint case #********. Marcia M****** complaint concerns the status of Marcia M****** account. Marcia M**** wrote in to Support on September 4th, 2024. Our agents were in correspondence with Marcia M**** the same day and informed Marcia M**** that we had found Marcia M**** to be in violation of our Terms of Service and had deactivated Marcia M****** account. As Marcia M**** has been informed that we are unable to reactivate Marcia M****** account, we consider this matter resolved.

    • Initial Complaint

      Date:10/28/2024

      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.
      Hi, I have been using Divvy bikes through **** for a few years now. In this time, I have noticed a few things that I found very concerning and have been charged many fees that I feel are at times unavoidable and predatorial. I fear backlash for reporting any company, but I feel it is necessary, because after 2 years of complaining to support agents I don't feel my messages are being heard by the company. My first concern is with the company's fee model that says if you park outside of a designated station, they will apply a $1 fee to your account. The issue I have with this is several times I've gone to 3 different stations, and none had a parking spot open, so I was forced to incur the $1 fee. The only way to avoid this would be to find a station (possibly 2030 minute walk away to avoid the $1 fee) at that point it would defeat the point of paying for a bike to avoid walking. I feel this is predatorial because the app should be set up to know the rack is full. I've seen 10+ bikes outside of stations before and thought "wow they all got fees, another issue is other companies allow you to park anywhere as long as you lock to a street sign or bike rack in a safe spot. Other times the bike nearest me will have 1-3 miles left so I'm forced to ride to nearest bike and switch to one with more miles left. Next is safety most of the bikes I ride have at least 1 or both brakes not working. Sometimes they're so bad it would take 3-4 seconds to stop. This could cause harm. I also am not happy with tire traction as well... I ran over a plastic bottle and went flying off the bike at 10 mph. I just don't think the bikes are maintained (especially if I'm going to incur $1-$5 fees every trip). I'm truly surprised more people haven't been injured. I've gone over leaves and dirt and started skidding. Please do away with your unavoidable/predatorial fee model and update all of your bikes as there are many safety concerns with brakes and tires. Thank you.

      Business Response

      Date: 10/31/2024

      We are in receipt of the consumer complaint case in BBB complaint case ********. ***** Emmerkes complaint concerns general pricing feedback and bike safety issues.

      ***** wrote in to BBB on October 28th, 2024 to report pricing feedback regarding out of station and safety concerns with Divvy Bikes. Our agents have been in correspondence with ***** to inform ***** that we appreciate and acknowledge their user feedback and provided education and resolution means for any of their issues.

      As we have followed up with *****, we consider this matter resolved.

      Customer Answer

      Date: 11/01/2024

      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:10/24/2024

      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.
      I requested a refund from Lyft Bikes and Scooters because a bike I rented from them was damaged. I rode it from one docking location to the following docking location because doing otherwise would have been unsafe. **** has asserted that I am not due a refund because I received a refund in the past, and they no longer offer refunds according to their new terms of service. I actually have never agreed to the new terms of service, which states they don't offer refunds. The representative also lied to me by saying that according to the terms of service, I rode far enough for it to constitute "distance" and couldn't get a refund for that reason. Lyft is just making up excuses to violate their terms with customers, and putting unsafe ********************** on the streets where people can get injured or killed for riding them. They are a disgrace and monopoly and need to be shut down.

      Business Response

      Date: 10/25/2024

      We are in receipt of BBB complaint case #********. ***** ******** complaint concerns a ride experience on the Lyft Platform. ***** ******** wrote in to Support on October 24th to report being over charged for a ride. Support was in correspondence with ***** ******** the same day to inform ***** ******** that the ride has been refunded. As such, we consider this matter resolved.

    • Initial Complaint

      Date:10/23/2024

      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.
      On 10/19/24, I scanned the QR code directly from the frame of the one eBike that I wanted to rent in Chicago. As I was entering my payment information, a "pop up" appeared on the app and told me I could save money with an $18 day pass, so I selected that. There was NOTHING at that point which said the day pass is only for classic bikes (non eBikes), so it was an obvious "bait" to get one to buy the day pass, even when it wasn't relevant to what I was actually renting. (I have seen other complaints about this deceptive trade practice from other reviewers since then.)
      I rented and rode that one eBike bike for 96 minutes, but I was billed twice: I was billed for 1 DAY PASS for $19.72 (for a classic bike that I never rode, and never even TOUCHED), AND I was also charged for the 96 minute eBike ride at $.44 per minute for a total of $46.04.
      This was obvioulsy a bait-and-switch scam to get me to buy a pass for a “classic bike” when I NEVER rented or rode, or even sat on, a classic bike. The person traveling with me experienced the exact same dilemma with the pop up on the app and the double charges. There must be thousands of us - sounds like a class action suit is in order!
      Please see the attachments to my original email for these charges

      Business Response

      Date: 11/14/2024

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

      Marcia R*** contacted Support on October 21, 2024. Our agents were in correspondence the same day to address Marcia R***** concerns.

      As stated by our Terms of Service, “All Charges are non-refundable. This no-refund policy shall apply at all times regardless of your decision to terminate usage of the Lyft Platform, any disruption to the Lyft Platform or Services, or any other reason whatsoever.”

      As we have addressed Marcia R***** concerns and clarified our Terms of Service, we consider this matter resolved.

    • Initial Complaint

      Date:10/17/2024

      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.
      Dear Better Business Bureau :On 10/9/2024 @ 2:59 p.m. I attempted to rent a scooter from the Lyft company. This scooter was located around the corner from my home on ************************ . I started my ride and immediately noticed the scooter was not accelerating or braking properly. I then submitted a "fix issue report" to the company. I then tried to end my ride and on my phone it told me the ride was over. On the scooter I could still see it was active on the scooter LED screen which told me it was potentially still connected to my account. I then tried to reach out to LYFT customer service to no avail. I then immediately panicked and called my bank . My bank had told me that Lyft had no hold on my card. I decided to freeze that card and went on with my day. Around 11:00p.m. later that evening I received an email stating I owe LYFT for a $77.38 ride I was never on. They actually went into my digital Wallet found my other debit card and charged that without my permission. I then tried to reach out to their customer service and once again they took me in circles. Even on the security chat through their website they were extremely unprofessional and didn't seem to care about my issues. Then right after chatting with their " security team" they started sending me a barrage of emails . I feel like this company doesn't take anyones personal information solemnly and obviously they don't care about their interactions with customers. I had to cancel 2 cards with 2 separate banks and it inhibited me from being able to finish tasks the next day. I want LYFT to admit that their system messed up which resulted me being charged fraudulently .I look forward to BBB's resolution. Sincerely , ******* *********

      Business Response

      Date: 11/09/2024

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

      We can confirm that the charge in question was from a valid scooter ride taken on Oct 9, 2024. 

      As stated by 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 (*******************************), plus any tips to the Driver that you elect to pay. **** 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 addressed ********* concerns and clarified our Terms of Service, we consider this matter resolved.

    • Initial Complaint

      Date:10/17/2024

      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.
      My Lyft Bikes and Scooters/Citibike account was suspended for "repeated suspicious activity associated with your account" -- but according to my app I've only ever driven a Lyft bike once and to my memory (and based on my ride history in the app) haven't used a Lyft bike in at least the last 5 years if not more. I emailed customer service explaining this and they replied saying "As stated in our Terms of Service and Rental Agreement, we have the right to permanently suspend accounts for this kind of aggressive behavior, we can not provide you with additional information of this incident. After further review, were unable to re-open your account. The decision to disable your account will remain final.". I'm just confused how they're able to do this without providing me any proof especially given the app itself is showing me only one bike ride in my entire account history (thus I couldn't have done "repeated suspicious activity" as they claimed), and I'm still able to order Lyft cars and have a 4.9 rating on the app.

      Business Response

      Date: 11/09/2024

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

      **** wrote to Support on October 17, 2024. We have been in correspondence with **** to inform **** that we have elected to reactivate ****** account.

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

      Customer Answer

      Date: 11/10/2024

      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:10/17/2024

      Type:Sales and Advertising 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 have been a member of Citibike, bike share service in *** owned and run by ****, for more than 10 years. On Lyft/Citibike website, the company advertises Citi credit card holders are eligible for 10% discount but since the company was acquired by ****, they never apply this discount even though I have been using my Citi credit card for the annual membership payment.************************************************** On Oct 9, my membership was automatically renewed for $197.99 with no discount. I reached out to Citibike customer service. The customer service's reply is that I have to contact ******** as the discount is provided by their courtesy. ******** is a gigantic company and I don't know whom I could reach out in regards of this issue. When I requested a specific PIC in ********, a customer service representative **** ignored it and cut off the conversation (in my experience, a typical Lyft one-sided customer service style, which I found extremely rude.)Since it's Lyft who has this discount information on their own website, with no explanation of "courtesy of ********" "customer is responsible for obtaing their own discount from Citibike," I firmly believe Lyst is responsible to provide discount that they advertise on their website. The consumers should not be the victims of Lyft's dysfunctional partnership with *********I'd request 10% discount that **** is misleadingly advertising on their website, and also updates the description of this promotion on the website for accuracy. If they don't follow through, Lyft shouldn't publicize this information.

      Business Response

      Date: 11/09/2024

      We are in receipt of BBB complaint case #********. ***** ********** complaint concerns a membership promotion.

      We can confirm that the promotional discount in question was successfully applied to *****'s recent membership purchase. We've sent Ikuyo a follow-up email with these details.

      As we have addressed Ikuyo's concerns, we consider this matter resolved.

    Lyft Bikes & Scooters is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.