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:10/12/2024

  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 have an annual membership through my work, and for the past several months, I've been encountering an error message saying I cannot take a ride at this time.I've reached out to Citibike/Lyft customer service multiple times, and each time they advise they're not able to see what's wrong with my account. They say they've escalated my issue to a special team that will reach out via e-mail; however, this team has never reached out to me. I have attached screenshot from today, Saturday, October 12, 2024 after contacting **** customer service.I use ****************** quite a bit to commute around the city, and this persistent issue has been extremely frustrating. They have effectively frozen my account without providing any kind of reason nor solution. However, they are happy to keep accept payment for months without providing service.I have also contacted my local ******************** as an issue like this should never go nearly 5 months without a solution or reason.

  Business Response

  Date: 10/13/2024

  We are in receipt of BBB complaint case 22415424. Aaron Seeburger's complaint concerns the status of Aaron's account.
  
  Our agents were in correspondence with Aaron on August 13th, 2024 to inform Aaron that we had found Aaron to be in violation of our Terms of Service and had deactivated Aaron'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 Aaron to inform Aaron that we were able to reactivate Aaron's account.
  
  As we have clarified our Terms of Service and reactivated Aaron's account, we consider this matter resolved.

  Customer Answer

  Date: 10/13/2024

   
  
  Complaint: 22415424
  
  
  
  I am rejecting this response because: while I accept the resolution of the case as I simply wanted to be able to use Citibike again, I reject that their terms and conditions have been clarified. In no way did I violate their terms, and in addition to take several months to resolve this issue, Lyft never asked me to provide further information to clarify any issues they may be seeing. They were able to resolve this issue on their end all along but give customers the run around with inadequate communication and support - all while an account remains active and paying without service. It is very unfortunate that the only way I was able to resolve this issue is by advising Lyft I would be escalating to the BBB and Consituent Services in my area - a process other customers told me was the only way they were able to get this same issue resolved. I previously worked for a national medical website, and we provided users with very clear reasons why an an account would be deactivated or unusable. I would suggest Lyft clarify their terms when communicating any potential violations to customers and offer avenues for quick and efficient resolutions for paying customers that rely on Citibike and have been using the platform for years. 
  
  
  
  Sincerely,
  
  
  
  Aaron Seeburger

  Business Response

  Date: 10/15/2024

  We are in receipt of BBB complaint case 22415424. Aaron Seeburger's complaint concerns Aaron Seeburger's rider account status.
   
  Aaron Seeburger wrote in to Support on August 13th, 2024. We were in correspondence with Aaron Seeburger on August 13th, 2024 to inform Aaron Seeburger that Aaron Seeburger account had been reactivated.
   
  As Aaron Seeburger's rider account has been reactivated, we consider this matter resolved.
  

  Customer Answer

  Date: 10/15/2024

   
  
  Complaint: 22415424
  
  
  
  I am rejecting this response because: As confirmed by the screenshot I submitted from my chat with Lyft on October 12, 2024, I had initially reached out in June 2024 for this issue then again in August. I was able to locate the e-mail sent to me by Lyft on August 13, but my account was *not* reactivated as they say on August 13, 2024. As confirmed by the October 12, 2024 screenshot with Lyft support, my account was still locked as of October 12. It was then reactivated on October 13, 2024. I consider the matter resolved; however, the details of events as described by Lyft are inaccurate. 
  
  
  
  Sincerely,
  
  
  
  Aaron Seeburger

• Initial Complaint

  Date:10/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10/07/2024 $53.95 I did contact Lyft 10/8 to file a complaint against the driver,there was no customer service number for me to contact anyone.I had to use a chat in which the issue was not resolved.I had very horrible experience by a drive named ***** and Lyft should have credited a portion of the fees at least for how I was treated.Upon arrival the driver used the outside lane which see we intentional & did not stop at ****** where I was waiting.I was waving,flagging him down and he continued to drive & look straight forward.I could not cancel the drive due to Lyft would state I didn't show up & I had already been waiting a while I had to run in the street with my luggage abd flag him down .When I approached the car he dud not want to unlock the doors.He finally did,with a disgruntled expression.I greeted ******** ignored me.He did not want to get out of the car so I got in with my luggage .He then was very rude and disrespectful to in tone &told me I can't do that cause I am not the only one who has to ride I was very uncomfortable with his demeanor.I politely let him know he didn't want to get out,ge begin to argue with me & state , aggressively"o im taken to long,and then he ********* a women I was very uncomfortable and couldnt Believe what happened.When we arrived to my location he did not even get out,he popped the trunk and I grabbed my carry on and he sped off.I did advise through the only option of chat,the experience & the driver should not be compensated,I was told unprofessionally"I shouldn't let it ruin my day and no resolution or credit was made .I have never had a issue with Lyft or **** where I feel my safety is at stake and been treated that way

  Business Response

  Date: 10/12/2024

  We are in receipt of BBB complaint case #22411197. Stephanie Sheffield complaint concerns an experience on the Lyft platform.
  
  Stephanie wrote into Support on 10/8. Our agents were in correspondence with Stephanie the same day to address Stephanie's concerns. After review of this the decision has been made to issue a 50% refund of $27 to Stephanie. 
  
  Additionally, as stated by our Terms of Service, "We do not warrant that your use of the Lyft Platform or Services will be accurate, complete, reliable, current, secure, uninterrupted, always available, or error-free, or will meet your requirements".

  As we have issued a refund and clarified our Terms of Service, we consider this matter resolved.

  Customer Answer

  Date: 10/14/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22411197, and find that this resolution is satisfactory to me.
  
  
  
  Sincerely,
  
  
  
  Stephanie Sheffield

• Initial Complaint

  Date:10/08/2024

  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.

  Hello,
  
  I have been a happy member of **** **** through Lyft for a few months. However, last month, I noticed an error with the bike station I successfully docked my bike at. Upon returning my bike to the station on *** *** *** **** ****** (originating from *** ** *** * *** on September 14, 2024 at 9:36 p.m.), I heard a sound and saw the green button light, meaning I successfully docked the bike. However, an hour later, I saw the bike was still showing as undocked. I went to go dock the bike, and the bike was no longer there.
  
  I called 3 times to Lyft customer service to explain the issue immediately upon returning to the station on the same night of the 14th. One of the customer service folks informed me the station had a communication issue at the time I docked the bike, and someone should reach out to remediate the issue. I was charged $99.52 for this ride that lasted 15 minutes and should have thus been free, included in my plan.
  
  Then, on September 21, 2024, I was charged $272.19 for a lost bike fee. I contacted customer service to dispute the claim, given all the information above.
  
  I did successfully dock the bike and followed up immediately after I became informed of the issue. They informed me there is nothing more they can do at this time.
  
  I would like to be reimbursed for the lost bike fee of $272.19 and for the ride of $99.52 please.

  Business Response

  Date: 10/08/2024

  We are in receipt of BBB complaint case #********. Michael G********* complaint concerns a bike that Michael G******* rented from us. Michael G******* wrote in to Support on September 16, 2024 to report a fee that Michael incurred during a bike rental taken on the Lyft platform. Our agents were in correspondence with Michael G******* that same day to let Michael G******* know this fee is valid due to the bike not returning to our system for over 5 days. Per Lyft's Terms of Service and ********** Rental Agreement, we will not be able to make any adjustments to this charge. Per our policies, the lost bike fee charged after a bike has not been returned within 24 hours is a non-refundable fee. As we have responded to Michael G******* and clarified Lyft’s Terms of Service, we consider this matter resolved.

  Customer Answer

  Date: 01/17/2025

  Thank you. Yes, I would like to reopen the claim. 

   

  I spoke to several people at this company, one of whom reported there was indeed a communication error at the time I docked my bike. I heard the sound and saw the green button, and to my knowledge, the bike was safe. Only after looking at my app 1.5 hours later I saw it wasn't registered as docked. I went back immediately to the station and the bike was gone. I immediately called Lyft to report this incident and cited that I had properly docked the bike. I followed up several times. I did everything in my power to make sure I was not in the line for this bike. 

   

  Given the that I properly docked the bike and then checked 1.5 hours later and called immediately to report the technical error, I believe this charge is unjustified and deserves to be refunded. 

   

  Thank you,

  ******

  Business Response

  Date: 01/18/2025

  We are in receipt of the consumer rebuttal in BBB complaint case #********. ******* ********** complaint concerns a bike that ******* rented from us.
  
  Before a user can access the Lyft platform, that user must agree to Lyft's Terms of Service and Citi Bike's Rental Agreement. The Terms of Service and Rental Agreement appear when the user first signs up with Lyft or **********************, and the new user must click that the user "accepts" the terms before the user can continue to use the service.
  
  Per our Terms of Service and Rental Agreement, we charge a fee for the recovery of this missing asset.
  
  As we have further clarified our Terms of Service, we consider this matter resolved.

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22394987
  
  I am rejecting this response because:
  
  I spoke to several people at this company, one of whom reported there was indeed a communication error at the time I docked my bike. I heard the sound and saw the green button, and to my knowledge, the bike was properly docked. Only after looking at my app 1.5 hours later I saw it wasn't registered as docked. I went back immediately to the station and the bike was gone. I immediately called Lyft to report this incident and cited that I had properly docked the bike. I followed up several times. I did everything in my power to make sure I was not responsible for the missing bike. I documented through several phone calls and emails that I attempted to find and dock the bike upon noticing that the app said the bike was not docked.
  
  Given that this is a technical error on the part of Lyft/Citibike and I use the service in good faith regularly, I would ask they revise their policy on misplaced bikes and grant me immediate refund for the replacement fee.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:10/06/2024

  Type:Order 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.

  Hello! Both my **** **** account and ***** account, both run by lyft, run in Chicago (I'm in Chicago part time) display the message can't reserve a bike a this time, I paid **** **** excess of 200 dollars for the membership and was about to purchase a ***** membership, now I can't reserve bikes. Can you please help me fix my account.

  Business Response

  Date: 10/07/2024

  We are in receipt of BBB complaint case ********. Benjamin N*********** complaint concerns Benjamin N*********** rider account status.
  
  Benjamin N********* called in to Support on 10/06. We were in correspondence with Benjamin N********* on 10/06 to inform Benjamin N********* that Benjamin N*********** account had been reactivated.
  
  As Benjamin N*********** rider account has been reactivated, we consider this matter resolved.

  Customer Answer

  Date: 10/08/2024

  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. Thanks for your help! Thanks for fixing the error **** ****, love your service. 
  
  
  
  Sincerely,
  
  
  
  Benjamin N

• Initial Complaint

  Date:10/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I am writing to formally request an investigation into the unjust suspension of my Lyft account, specifically related to my Citi Bike membership. On 9/10/2024, I was informed by **************** that my account had been disabled, with the decision remaining final. Despite my attempts to seek further clarification and reopen my account, I have not been provided with sufficient information or a transparent explanation regarding the specific reasons for this action.Lyft has listed a variety of potential reasons for my account suspension, including:- Defacement, damage, or otherwise repeatedly making bikes, scooters, or stations require repair or become unusable to other riders.- Unauthorized manipulation of the Lyft system or my account to improperly reduce the cost of my rides.- Presentation of incorrect information during account sign-up, use of my account by someone other than myself, or use of multiple accounts.- Behavior that is harmful to the Lyft system or other riders.However, I have not engaged in any of the aforementioned activities, and I have not taken any Citi Bike rides in over two years. As a paying member, I believe my account has been wrongfully disabled without proper cause. The lack of transparency in the investigation process has left me frustrated and without recourse to resolve the matter.I respectfully request that the Better Business Bureau investigate why my **** account has been banned and ensure that **** provides a clear and legitimate reason for their decision. As a loyal customer who has done nothing wrong, I feel that I am entitled to a thorough explanation and, ideally, the reinstatement of my account.Thank you for your time and consideration of this matter.Sincerely, **** ******

  Business Response

  Date: 10/24/2024

  We are in receipt of BBB complaint case ********. **** ******** complaint concerns the status of ****'s account.
  
  Our agents were in correspondence with Omid on September 9th, 2024 to inform **** that we had found Omid to be in violation of our Terms of Service and had deactivated Omid'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 Omid account.
  
  As we have clarified our Terms of Service and reactivated Omid's account, we consider this matter resolved.

  Customer Answer

  Date: 10/25/2024

  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:09/28/2024

  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 signed up for ********** reduced fare membership offered to **** recipients sometime during the month of September as was charged the approximate $5 membership fee. I attempted to rent an e-bike shortly after, but was promptly denied and received a message saying “Cannot take a ride at this moment”. When I reached out to customer support via the **** Bike app, they told me it was above their department and got me onto an email thread. Once on the email thread I was notified that my account was temporarily suspended due to T&C violations.
  
  This was confusing to me as I’ve never violated any of the T&C **** Bike had listed as reasons for account suspension nor have I ever received a warning or notification that my account was ever temporarily suspended til that moment. When I asked for further clarification in an attempt to ask for an appeal, **** Bike suddenly escalated to permanently disabling my account. I have since tried to reach someone for help via email or customer service via the app to no avail.
  
  This is a big hinderance as **** Bike is a critical form of transportation in NYC and Brooklyn. I’d like to get my account reinstated as I cannot sign up for another one using my same **** information for the reduced fare membership.
  
  Through all of this, I still have been able to use my Lyft rideshare app with no issue, yet am not afforded any grace on the bike rental app **** Bike (owned by Lyft). I have also been refunded my money, but no luck with reaching anyone to reinstate my account.

  Business Response

  Date: 09/29/2024

  We are in receipt of BBB complaint case . Tonya H****** complaint concerns the status of Tonya's account.
  
  Our agents were in correspondence with Tonya on September 16th, 2024 to inform Tonya that we had found Tonya to be in violation of our Terms of Service and had deactivated Tonya'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 Tonya to inform Tonya that we were able to reactivate Tonya's account.
  
  As we have clarified our Terms of Service and reactivated Tonya's account, we consider this matter resolved.

• Initial Complaint

  Date:09/27/2024

  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 signed up for Citibike today. I paid and I am unable to use the service. The app says you cannot take a ride at this time. I contacted customer service they said they would escalate and I would hear back in an hour. Two hours have passed and I have not hear from anyone. I have been a Lyft customer for 7.6 years and for the life of me I cannot understand why this is happening.

  Business Response

  Date: 10/20/2024

  We are in receipt of BBB complaint case ********. ******** ******** complaint concerns ******** ******** rider account status.
  
  ******** wrote in to Support on September 27th, 2024. We were in correspondence with ******** on September 28th, 2024 to inform ******** that ********** account had been reactivated.
  
  As ********** rider account has been reactivated, we consider this matter resolved.

• Initial Complaint

  Date:09/27/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to report an issue related to my ******** account, which is associated with my Lyft account. On Thursday, 26th September 2024, I attempted to delete an old Lyft account linked to a previous phone number (***-***-****) and inadvertently triggered the deletion of my ******** account as well. This account held my annual membership, which I purchased for $219.99 plus $19.52 in tax on July 17, 2024.
  
  I was unaware that deleting the Lyft account would also affect my ******** account, and as a result, I lost my annual membership, my ride history, and access to my data. Consequently, I had to open a new ******** account using my current phone number (***-***-****). I contacted ******** customer service multiple times to seek a resolution, including a potential reinstatement of my membership or a refund. However, I was informed that they could not assist me because the account had already been deleted, and refunds are only processed within 14 days of purchase.
  
  Despite my explanation and requests for assistance, customer service has been unhelpful and has not provided a satisfactory resolution. I believe this situation is unfair, and I am seeking assistance from the BBB to help facilitate a resolution with ******** and Lyft.
  
  Thank you for your attention to this matter.

  Business Response

  Date: 09/27/2024

  We are in receipt of BBB complaint case #********. Piotr M****** complaint concerns an experience on the Lyft Platform.
  
  Piotr wrote in to Support on 9/26/24. Our agents were in correspondence the same day to issue a partial refund of the membership and to address Piotr M****** concerns.
  
  As we have addressed Piotr M****** concerns and issued a partial refund as an exception, we consider this matter resolved.

  Customer Answer

  Date: 09/30/2024

  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,
  
  
  
  Piotr M****

• Initial Complaint

  Date:09/25/2024

  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.

  Lyft erroneously suspended my access to their bike share program, ******** and *********. Initially, I was highly confused as to why I could not unlock a bike using Lyft, as I had both accurate and up-to-date payment information and no history of terms of service violations. I then contacted Lyft support, who told me that my account is suspended and it could be because of a rules violation, such as a lost or damaged bike.
  
  To clarify, I have zero history of violations with Lyft bikeshare or rideshare. I infrequently use their bikeshare service, and hadn't used it since June 1, 2024, where I took a 5 minute trip in Brooklyn, NY and this ride history shows a successfully completed 5 minute ride.
  
  When I requested further information on what rules I was alleged of breaking, Lyft permanently suspended my account with zero explanation or opportunity to have a conversation. To confirm, I have NEVER received any notice or indication that I broke a rule on the Lyft platform. I believe this suspension to be entirely erroneous and request that my access to their bikeshare program be rightfully reinstated.

  Business Response

  Date: 10/16/2024

  We are in receipt of BBB complaint case ********. Taylor B********** complaint concerns the status of Taylor B********** account.
  
  Our agents were in correspondence with Taylor B******** on September 23, 2024 to inform Taylor B******** that we had found Taylor B******** to be in violation of our Terms of Service and had deactivated Taylor B********** 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 Taylor B******** to inform Taylor B******** that we were able to reactivate Taylor B********** account.
  
  As we have clarified our Terms of Service and reactivated Taylor B********** account, we consider this matter resolved.

• Initial Complaint

  Date:09/25/2024

  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 using the Citi Bike service that is under the Lyft brand, renting one of their "classic" bicycles here in ************* when I posted the bike up against the storefront window of a ******* restaurant located at ****************************************************************************************. Experiencing a torrential downpour at approximately 10:15 pm, on July 17th, 2024, I went inside the ******* to get my brother's order when the restaurant experienced a delay and needed more time to p***are it so I moved to a different area of the store away from the window I had been beside where the bike was posted. Spending a few minutes on the further side of the store I glanced over to monitor the bike and didn't see it any longer so I ran outside and my fears were confirmed, the Citi Bike had been stolen. I immediately tried to contact customer support thru the app but the only option available was to "send a message" so I did and asked for help tracking the bike so I could locate and recovery it. I was not optimistic about receiving a timely response so I proceeded to ****** search for a corresponding Citi Bike customer support phone number. I finally found it and called and informed the ***resentative of what had transpired. She informed me that it could not be tracked because they are not equipped with GPS like the e-bikes are but assured me that the escalated support team would investigate & use the highest level of resources available to them to locate it. On the initial phone call I was informed of the process of having to wait 24 hours for the rental to end automatically if not returned before then (it was not) while charges accumulated and informed that I would be able to dispute the charges after that. This *** was very helpful, especially in a time of enormous distress, but each *** spoken to since has treated me so poorly, informing me that regardless of filing a police ***ort that would not alter or allow me to dispute the charges. Citi Bike has also since suspended my use of the service.

  Business Response

  Date: 10/16/2024

  We are in receipt of BBB complaint case #22336187. Peter Karvelas's complaint concerns a bike that Peter Karvelas rented from us. Peter Karvelas wrote in to Support on July 19th, 2024 to report a fee that Peter Karvelas incurred during a bike rental taken on the Lyft platform. Our agents were in correspondence with Peter Karvelas that same day to let Peter Karvelas know this fee is valid due to the bike not returning to our system for over 5 days. Per Lyft's Terms of Service and Citibike's Rental Agreement, we will not be able to make any adjustments to this charge. Per our policies, the lost bike fee charged after a bike has not been returned within 24 hours is a non-refundable fee. As we have responded to Peter Karvelas and clarified Lyft’s Terms of Service, we consider this matter resolved.