Lyft

Initial Business Response / [redacted] (1000, 15, 2016/01/22) */ We are in receipt of your December 18, correspondence regarding Revdex.com case number XXXXXXXXLyft's support team addressed Mr [redacted] 's concerns on December 14th Our actions were to inform Mr [redacted] of the following: Like many businesses, Lyft places authorization holds on credit cards to determine that the card is valid and the consumer has the ability to pay for anticipated charges on the Lyft platformWe release the hold on the funds immediately upon confirming availability, and have no control over when a bank permits access to those funds This practice is disclosed and explained in Lyft's FAQ pages (lyft.com/ccauth), the URL of which appears in the line-item description for the hold The hold on Mr [redacted] 's account was automatically removed by his bank shortly after he emailed us As we have addressed Mr [redacted] 's concerns and the funds were released, we consider this matter resolved

We are in receipt of the consumer rebuttal in Revdex.com complaint case [redacted] ** [redacted] ’s complaint concerns a new driver promotion.As stated on Lyft’s website ( [redacted] ), to be eligible for Lyft’s New Driver Promotion, prospective drivers must enter a valid new driver promotion code (in the Promo/Referral code field) when they start their driver application Here, ** [redacted] created a driver application on July 10, using a promotion code for $He did not enter the new driver promotion code for $Under Lyft’s New Driver Promotion policy, this means that he is not eligible for a new driver promotion bonus for $350.As such, we consider this matter resolved

We are in receipt of Revdex.com complaint case [redacted] Mr [redacted] 's complaint concerns a new driver promotion.Mr [redacted] wrote into Support on May 12, regarding his application status and eligibility for a new driver promotionOur agents were in correspondence with Mr [redacted] the same day to inform him that we were waiting for his background check results to finalizeOur agents have since been in correspondence with Mr [redacted] to inform him that his background check results finalized, and he has been approved to drive on the Lyft PlatformAdditionally, we informed Mr [redacted] that we would be able to review his case for an exception to the new driver promotion requirements upon completion of the rides by the stated deadlineAs such, we consider this matter resolved

We are in receipt of Revdex.com complaint case [redacted] [redacted] ’s complaint concerns the cost of a ride he took on the Lyft platform [redacted] wrote into Support on May 21, [redacted] 's ride in question had 400% percent Prime Time which is why the ride was more expensive than he expectedOur agents informed [redacted] that Prime Time pricing will never be charged to a passenger without first receiving the explicit consent of the passengerThis comes in the form of an additional interstitial screen in which users must confirm their consent before they can request a vehicleAs a one time exception, our agents refunded the Prime Time fees in fullAs such, we consider this matter resolved

Initial Business Response / [redacted] (1000, 5, 2015/07/28) */ We are in receipt of Revdex.com complaint case #XXXXXXXXIn it Ms [redacted] has refuted damage fees that were charged to her card as a result of damage that was incurred during a recent Lyft ride she tookWe have evidence that connects Ms [redacted] with the ride in questionWe have photos that show the damage, as well as ride feedback submitted at the time the ride ended by the driver describing what happened in addition to a follow up email about itNow we did send the original email explaining the damage charges to the wrong email address, and our reply to her correspondence inquiring about the charges did include the wrong photos, nonetheless, we do have the valid photos from that particular ride and will be more than happy to share them with Ms [redacted] if she would likeThe feedback that was given at the time the ride ended and the description of where the ride went by both her and the driver match up completelyOur damage policy can be viewed in our Terms of Service that Ms [redacted] agreed to when she joined LyftOur Terms of Service can be viewed in our Help Center at: https://www.lyft.com/terms Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) They sent the wrong pictures!? To the wrong email!? To the wrong pick up and drop off addresses!? How can they claim their records are accurate if they openly admit all of these errorsWith the errors mentioned, it is clear they have one additional error: I did not do thisIf the pictures they sent are incorrect, why have they not emailed me the so-called correct ones?(my email is [redacted] @aol.com in case you forgot againPlease send them my way) I created no damageI'm not arguing lyfts damage policy, but arguing the damage policy does not apply if I do no damageMaybe you need to reevaluate your driver and your company because clearly there are a multitude of flaws in your records Final Business Response / [redacted] (4000, 9, 2015/08/08) */ We are in receipt of Ms***'s rebuttal to Revdex.com case #XXXXXXXXWe have sent correspondence to Ms [redacted] as of August 8, that includes the photographic evidence of the damage she causedSince we have reopened our internal case regarding this, we consider the Revdex.com case closed until ours is resolved Final Consumer Response / [redacted] (4200, 11, 2015/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Although they say they have sent me correspondence, I have recieved nothingI have checked my email, including junk mail, trash and inbox, and have no messages from lyftThe last email I received from lyft was in mid-July and, as they admitted earlier, included the wrong pictures

Complaint: [redacted] I am rejecting this response because:The refund I received was earlier the same day because I had given a bad review to a driver they never responded nor assisted me with the driver I've made this Revdex.com complaint about! I have received no refund apology or even a response from customer regarding the driver who came to get me and then when he saw a single rider fare come in after he accidentally canceled my ride share he told me to get out and find another lyftI was charged for not showing up when I was sitting in the guys car when he did this all and I have a picture of his vehicle however he had no plates on it yet which also seems suspiciousSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Violating terms of service is not a good enough answer How did I violate their terms of service? They need to provide more information than just I violated terms of service Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:I was late to work because I could not get a ride because of the issueThe ride would have normally cost me $I would like a credit of $Additionally it took almost days for the issue to be resolvedI was stuck out and had to find an alternate way to work those daysSo Lyft owes me this $20.65.Sincerely,Robyn [redacted]

We are in receipt of Revdex.com complaint case [redacted] [redacted] ’s complaint concerns a cancelled ride on the Lyft platform[redacted] wrote into Support on April 14, 2017.Our agents were in correspondence with [redacted] the same dayOur agents refunded the charge in questionWe have verified that this refund was processed and have no control over when a bank permits access to those funds.As the appropriate refunds have been issued, we consider this matter resolved

We are in receipt of Revdex.com complaint case [redacted] ***' complaint concerns the status of her passenger accountOn May 25, 2017, ** [redacted] was informed by our agents that we had found her to be in violation of our Ter [redacted] of Service and had deactiva [redacted] her driver account Additionally, all of ***’ refund requests have been investiga [redacted] and adjus [redacted] accordinglyAs such, we consider this matter resolved

Complaint: [redacted] I am rejecting this response because: I agree with their policy that they should get full payment for service but don't agree to allow them to charge any credit card on file I don't agree to their policy that will allow them to charge any credit card on file and not allow a credit if THEY made an incorrect unauthorized charge As they stated in their prior email, they WERE allowed to charge the proper card for services but choose not to charge the full amount They took it upon themselves to charge an incorrect credit card and that is why I still don't agree with their response Sincerely, [redacted]

HelloI sent an email this morningBelow are attachmentis an email that I sent to Revdex.com this morningAnd the 2nd is the emails from Lyft stating that my account is reactivatedBut now as of yesterday Lyft is stating that my account is closed againPlease help me resolve this matter

We are in receipt of the consumer rebuttal in case [redacted] [redacted] ’s complaint concerns charges that he incurred on his Lyft account [redacted] wrote into Support on July 18, to report these chargesOur agents were in correspondence with him the same day and informed him that the account making the charges was his, and as such the charges would not be refunded.Additionally, our Terms of Service state “All Charges are non-refundableThis 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 clarified the Terms of Service, we consider this matter resolved

We are in receipt of the consumer rebuttal in case [redacted] ** [redacted] 's complaint concerns his driver earnings On September 3, our Support agents were in correspondence with ** [redacted] to inform him that we had found him to be in violation of our Terms of Service and would not honor earnings for the ride in question As stated by our Terms of Service, "Lyft reserves the right to withhold all or a portion of Ride Fees if we believe you have attempted to defraud or abuse Lyft or Lyft’s payment systems." As such, we consider this matter resolved

We are in receipt of Revdex.com complaint case [redacted] [redacted] 's complaint concerns a ride he took on the Lyft platform [redacted] left a review for a driver on June 24, Our Trust & Safety team initiated an email with [redacted] the same day to inform him that they were investigating and taking the appropriate and necessary actions with this particular driver based on his feedbackAs our Trust & Safety team has taken the appropriate and necessary actions concerning the feedback [redacted] provided, we consider this matter resolved

We are in receipt of the consumer rebuttal in case [redacted] [redacted] complaint concerns the status of his passenger account[redacted] wrote into Support on May 14, Our agents have since been in correspondence with [redacted] to inform him that we were able to reactivate his passenger account.Per our Terms of Service, "Lyft may terminate this Agreement or deactivate your User account immediately in the event: (1) you no longer qualify to provide Services or to operate the approved vehicle under applicable law, rule, permit, ordinance or regulation; (2) you fall below Lyft’s star rating or cancellation threshold; (3) Lyft has the good faith belief that such action is necessary to protect the safety of the Lyft community or third parties."As [redacted] passenger account has been reactivated, we consider this matter resolved

Complaint: [redacted] I am rejecting this response because: This was not me who was in violation I didnt create nor use this accountI should not be penalized for something I was not part of Please reconsider.Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meIt took days for Lyft to send a checkthanks to Revdex.comWithout Revdex.com's involvement who knows how long it would take to get that check Thank you Revdex.com, [redacted] ***

Initial Business Response / [redacted] (1000, 14, 2015/12/09) */ Consumer: [redacted] Complaint Date: 11/2/ Closed Date: 12/1/ We are in receipt of Revdex.com complaint case #XXXXXXXXMs [redacted] 's complaint concerns ride credits that had expiredOn October 11, 2015, Ms [redacted] wrote to SupportOn October 17th, we were in correspondence with Ms [redacted] and requested additional informationOn October 29th, Ms [redacted] completed a Yelp reviewOn November 3rd, we responded to Ms [redacted] 's Yelp review and clarified that the promotional credit would not have applied to her rides, as the promotion was valid on weekdays and her rides were taken on a weekend Additionally, we provided Ms [redacted] with ride creditsWe consider this matter resolved

We are in receipt of Revdex.com complaint case # [redacted] [redacted] ***’s complaint concerns a damage fee that she has incurred on the Lyft platform.Before a user can access the Lyft platform, she must agree to Lyft's Terms of ServiceThe Terms of Service appear when the user first signs up with Lyft, and the new user must click that he/she "accepts" the terms before he/she can continue to use the service.Lyft's Terms of Service state: “Damage Fee: In the event that a Driver reports to Lyft that a Rider has in any manner materially damaged the Driver's vehicle, Rider agrees to pay a ‘Damage Charge’ of up to $depending on the extent of the damage (as determined by Lyft in its sole discretion), which shall constitute full payment for Driver's cost of repairing or cleaning the vehicle, or otherwise remediating the damageThe Damage Charge shall be transferred to DriverLyft reserves the right (but is not obligated) to verify or otherwise require documentation of damages prior to processing the Damage Charge.” [redacted] acknowledged that Lyft may charge her credit card for damage caused by her use of the Lyft platform when she accepted Lyft's Terms of Service.As a one time exception, we have refunded the damage fee in questionDepending on [redacted] ***'s bank, it may take 3-business days to process the refund.As we have clarified our damage policy, we consider this matter resolved