Lyft

We are in receipt of Revdex.com complaint case [redacted] [redacted] 's complaint concerns the status of her passenger account[redacted] wrote into Support on April 4, Our agents were in correspondence with [redacted] that same day to inform her that we had found her to be in violation of our Terms of Service and had deactivated her passenger account.Our agents have since been in correspondence with [redacted] to inform her that we were able to reactivate her passenger account.As such, we consider this matter resolved

We are in receipt of Revdex.com complaint case [redacted] [redacted] ***' complaint concerns a new driver referral bonus[redacted] ***' friend did not apply using their referral code (or used it incorrectly), which means that neither of them are eligible for a referral bonusAt this time, our policy does not allow us to honor any retroactive referrals coming in from email correspondence as our referral process is automatedIt is imperative that all driver referrals have the referral code entered correctly before the application is submitted for consideration.Additionally, the governing terms of our Referral Rewards for Drivers list the following requirement of a referred applicant to be eligible for an available referral promotion: "If you don't enter a code upon starting your application, you will not be eligible for this referral promotion."More information can be found in our Help Center: [redacted] As we have further clarified our new driver referral policy for [redacted] ***, we consider this matter resolved

We are in receipt of Revdex.com complaint case # [redacted] ** [redacted] 's complaint concerns an unauthorized charge on her account ** [redacted] wrote into Support on August 8, Our agents were in correspondence with her the same day and refunded the charges in questionNo additional charges have been incurred on ** [redacted] 's account since this date Additionally, Lyft's general information retention policies are governed by our Ter [redacted] of Service (in particular, ""Information Retention""— lyft.com/ter**)We do not retain credit card information on our serversAll credit card information is secured and encrypted via our third-party payment processing company, Stripe** [redacted] is able to update/replace her card information within the app at any time As we have clarified that ** [redacted] 's charges have been refunded, we consider this matter resolved

We are in receipt of Revdex.com complaint case [redacted] Mr [redacted] complaint concerns an accident with a vehicle on the Lyft platform.Mr [redacted] wrote into Support on June 19, 2017, stating that he was involved in an accident with a driver on the Lyft platformWe have followed up with all parties and taken actions in line with our Terms of ServiceWe have also provided Mr [redacted] the necessary information for him to complete his insurance claimAll follquestions should be directed to the insurance adjuster handling the case.As we have provided Mr [redacted] with the information he/she needs to complete his claim, we consider this matter resolved

Initial Business Response / [redacted] (1000, 14, 2015/12/09) */ Revdex.com Complaint: #XXXXXXXX Consumer: [redacted] Complaint Date: 10/23/Closed Date: 11/23/We are in receipt of Revdex.com complaint case #XXXXXXXXOn September 24, 2015, Mr [redacted] wrote to Support to inquire about the status of a new driver referral bonusOn October 15th, we were in correspondence with Mr [redacted] and clarified that he was not eligible for the referral bonusMr [redacted] 's application was begun in May and was not completed until September of and the promotion requires that the driver completes the application and is approved within days of applyingMr [redacted] did successfully complete the required number of rides within days, however, he did not complete the application within the required timeframe, which makes him ineligibleAs we have clarified the promotion terms and have verified that Mr [redacted] and his friend who referred him are not eligible for referral bonuses, we consider this matter resolvedInitial Consumer Rebuttal / [redacted] (3000, 16, 2015/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I strongly disagree with the response from LyftWhen I reached out to the support team to confirm I was eligible on Sept 24th,2015, I received the below email thread in return: LYFT RESPONSE: SEP 30, XXXX XX:XXAM PDT [redacted] replied: Hi ***, Thanks for reaching outWe're thrilled that you're interested in joining the Lyft communityI can see that you have successfully created an application using your friend's referral codeAs long as you meet the ride requirement within days, you and your friend may be eligible for a bonusMY RESPONSE: Wed, Sep 30, at 11:AM [redacted] Thanks for getting back to meCan you confirm I'm listed for the shared referral bonusI signed up with lyft through my friends code prior to July 9th, but didn't get final approval to drive until recentlyTook some time to get the documents approved, I reached out to the Lyft support team here to push these approvalsAlso, my mentor confirmed that I was in line for the $shared bonus when I went on the intro ride with himI should hit rides by early next weekThanks, [redacted] LYFT RESPONSE: SEP 30, XXXX XX:XXPM PDT [redacted] replied: Hi ***, Thank you for following upI can confirm that as long as you meet the ride requirement, you and your referrer will be eligible for a $bonus! If Lyft would just do their due diligence they will see that the mistake is on their sideThis is of Lyft employees that confirmed I was set up correctly to receive the bonusMy application started in May as I was getting ahead of the process, and being pro-active about changing jobs and joining Lyft by the end of the summerThe mentor I was originally assigned to and I spoke on text and on the phone shortly after I "applied"He stated that I could just let him know when I was ready to hit the road, saying nothing about the requirement to start within days to be eligible for the promotionWhen September-came, I continued the application process and was assigned a different mentorOn my drive with my mentor I asked many questions, many of which were focused on the $promotionAgain, I was told that I was in line to get the promotion as long as I hit my rides within the days after being completely approvedIt was not until many more attempts to get answers from the support team that I received the letter on Oct15-as mentioned in the response to my original complaintThe reason I was told that I was not eligible was because my start date was actually Sept 9th, and that I did not hit the rides within days after this dateLyft is now using yet another excuseI have 2x mentors who are Lyft employees and the Lyft support team emails confirming that I was eligibleIn the response to my complaint to the Revdex.com, Lyft admitted that I in fact hit the rides within the day timeframeIf it was a real requirement that I needed to complete my application/approval process within days of signing up to drive with Lyft in May 2015, than why was I told otherwise? I gave the mentors and the Lyft support team every opportunity to tell me this but they confirmed it was still in play each time I asked to receive the bonusIt was not until Oct 15th that I was denied my bonus officially by the support teamThis lead me to file the associated Revdex.com complaintI now have email proof and proof from the response to my filed complaint that Lyft is changing their story as to why they are not paying me out for this promotionLyft needs to hold their employees accountable for their actions and in turn, resolve this immediately by paying out myself and my referral the $owed to each of usFinal Consumer Response / [redacted] (3000, 19, 2016/01/26) */ The consumer indicated he/she DID NOT accept the response from the business.) I strongly disagree with the response from LyftWhen I reached out to the support team to confirm I was eligible on Sept 24th,2015, I received the below email thread in return: LYFT RESPONSE: SEP 30, 09:47AM PDT [redacted] replied: Hi ***, Thanks for reaching outWe're thrilled that you're interested in joining the Lyft communityI can see that you have successfully created an application using your friend's referral codeAs long as you meet the ride requirement within days, you and your friend may be eligible for a bonusMY RESPONSE: Wed, Sep 30, at 11:AM [redacted] Thanks for getting back to meCan you confirm I'm listed for the shared referral bonusI signed up with lyft through my friends code prior to July 9th, but didn't get final approval to drive until recentlyTook some time to get the documents approved, I reached out to the Lyft support team here to push these approvalsAlso, my mentor confirmed that I was in line for the $shared bonus when I went on the intro ride with himI should hit rides by early next weekThanks, [redacted] LYFT RESPONSE: SEP 30, XXXX XX:XXPM PDT [redacted] replied: Hi ***, Thank you for following upI can confirm that as long as you meet the ride requirement, you and your referrer will be eligible for a $bonus! If Lyft would just do their due diligence they will see that the mistake is on their sideThis is of Lyft employees that confirmed I was set up correctly to receive the bonusMy application started in May as I was getting ahead of the process, and being pro-active about changing jobs and joining Lyft by the end of the summerThe mentor I was originally assigned to and I spoke on text and on the phone shortly after I "applied"He stated that I could just let him know when I was ready to hit the road, saying nothing about the requirement to start within days to be eligible for the promotionWhen September-came, I continued the application process and was assigned a different mentorOn my drive with my mentor I asked many questions, many of which were focused on the $promotionAgain, I was told that I was in line to get the promotion as long as I hit my rides within the days after being completely approvedIt was not until many more attempts to get answers from the support team that I received the letter on Oct15-as mentioned in the response to my original complaintThe reason I was told that I was not eligible was because my start date was actually Sept 9th, and that I did not hit the rides within days after this dateLyft is now using yet another excuseI have 2x mentors who are Lyft employees and the Lyft support team emails confirming that I was eligibleIn the response to my complaint to the Revdex.com, Lyft admitted that I in fact hit the rides within the day timeframeIf it was a real requirement that I needed to complete my application/approval process within days of signing up to drive with Lyft in May 2015, than why was I told otherwise? I gave the mentors and the Lyft support team every opportunity to tell me this but they confirmed it was still in play each time I asked to receive the bonusIt was not until Oct 15th that I was denied my bonus officially by the support teamThis lead me to file the associated Revdex.com complaintI now have email proof and proof from the response to my filed complaint that Lyft is changing their story as to why they are not paying me out for this promotionLyft needs to hold their employees accountable for their actions and in turn, resolve this immediately by paying out myself and my referral the $owed to each of us

Initial Business Response / [redacted] (1000, 14, 2015/12/09) */ Revdex.com Complaint: # [redacted] Consumer: [redacted] Complaint Date: 10/23/ Closed Date: 11/23/ We are in receipt of Revdex.com complaint case # [redacted] On October 22, Ms [redacted] wrote into us reporting a lost phoneOn October 22nd, our agents contacted the driver and asked him to look for the phone in their carOn October 24, Ms [redacted] confirmed that her phone had been returned and as such, we consider this matter resolved

Initial Business Response / [redacted] (1000, 5, 2015/08/13) */ We are in receipt of Revdex.com complaint case #XXXXXXXXMs [redacted] wrote into support with a complaint about a no-show fee and refund on August 9, at 6:48amIn reply to her correspondence on August 10th at 2:00pm, we informed Ms [redacted] that we issued a refundAs we have refunded the ride, we consider this matter resolved

We are in receipt of Revdex.com complaint case [redacted] [redacted] ***’s complaint concerns charges he incurred on his Lyft account [redacted] wrote into Support on June 25, to report these chargesOur agents were in correspondence with him the same day and informed him that the account making the charges is his acquaintance and that we have placed a hold placed a hold on this account to prevent any further activity.As we have addressed the unauthorized charges with [redacted] , placed a hold on the account creating the charges, we consider this matter resolved

We are in receipt of the consumer rebuttal in Revdex.com complaint case [redacted] [redacted] ***’s complaint concerns a ride taken on the Lyft platform.Our agents informed [redacted] that we had refunded the full $ride charge and applied two ride credits for up to $off each of [redacted] ***'s next two ridesOur agents also informed [redacted] that we are unable to reimburse for any charges that were incurred off the Lyft platformAdditionally, per the Lyft Terms of Service, "Lyft does not provide transportation services, and Lyft is not a transportation carrierIt is up to the Driver to decide whether or not to offer a ride to a Rider contacted through the Lyft Platform, and it is up to the Rider to decide whether or not to accept a ride from any Driver contacted through the Lyft PlatformWe cannot ensure that a Driver or Rider will complete an arranged transportation serviceWe have no control over the quality or safety of the transportation that occurs as a result of the Services." As we have further clarified our terms of service, and as we have issued the appropriate refunds and ride credits, we consider this matter resolved

We are in receipt of the consumer rebuttal in Revdex.com complaint case [redacted] ** [redacted] 's complaint concerns the status of her passenger account.Lyft's Ter [redacted] of Service state: "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..."Our agents have informed ** [redacted] that we had deactivated her passenger account as we found her to be in violation of our Ter [redacted] of Service, and that we are unable to reactivate her account.As such, we consider this matter resolved

Complaint: [redacted] I am rejecting this response because: I understand that Lyft can charge a customer if there is damage to a vehicle, but I maintain that I did not cause any damage to the vehicleTherefore, I disagree with the charge Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 15, 2016/01/22) */ We are in receipt of the December 7, correspondence regarding Revdex.com complaint case XXXXXXXXMr***' complaint concerns a ride fare he incurred an increased ride fare due to Prime Time pricingPrime Time pricing will never be charged to a passenger [redacted] 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 vehicleWe have been in correspondence with Mr [redacted] and have offered him a refund in addition to ride creditWe consider this matter resolved

We are in receipt of the consumer rebuttal in case [redacted] [redacted] ***'s complaint concerns authorization holds on her account [redacted] wrote into Support on August 15, We were in correspondence with [redacted] that same day to inform her of the following:Like other companies, Lyft uses temporary authorizations to confirm a user’s payment methodThe authorization will never actually process but may show as ""pending"" on the user’s bank statementThe user’s card issuer will remove the hold typically within 3-business days, and the card won't actually be chargedOnce the user has paid for the ride and the card is successfully charged, Lyft immediately releases the authorizationUsers should contact their bank for more information about the particular bank’s authorization policies and timelines.Lyft’s temporary authorizations practice is disclosed and explained in Lyft's Terms of Service ( [redacted] ) and in our Help Center ( [redacted] ).Additionally, we informed [redacted] that the amount of her authorization hold can become a part of the ride fare causing two chargesIf the fare is less than the hold, it will be deducted, and the remaining amounts released to herIf the fare is more than the hold, it will become a portion of the ride fare.As we have clarified our policy regarding authorization holds, we consider this matter resolved

We are in receipt of consumer rebuttal in [redacted] complaint case #Ms [redacted] complaint concerns duplicate charges on her credit card.We have confirmed with our payment processor that Ms [redacted] was correctly charged for each ride requested and that she did not incur any duplicate charges.As we have addressed the charges on Ms [redacted] credit card, we consider this matter resolved

Initial Business Response / [redacted] (1000, 16, 2016/03/14) */ We are in receipt of Revdex.com complaint case XXXXXXXXMr [redacted] 's complaint concerns a ride fare he felt he was overcharged for, which resulted in a non-sufficient funds fee from his bankOn December 31, 2015, Mr [redacted] wrote to SupportOn January 2nd, we were in correspondence with Mr [redacted] and informed him that we had recalculated the ride fare and issued a refund for the remaining chargeIf Mr [redacted] would like the non-sufficient funds fee reversed, he would need to contact his bankWe consider this matter resolved Initial Consumer Rebuttal / [redacted] (3000, 18, 2016/03/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Would have never been charges a NSF fee in the first place if you're driver didn't overcharge meTHE BANK IS NOT REVERSING THIS NSF FEE! Matter not resolved!

Complaint: [redacted] I am rejecting this response because: Lyft neglected to address the lack of obvious access via phone support and the haphazard way correspondence is ONLY carried out via emailIt is difficult to resolve a support issue strictly through emailIt is highly annoying to have to rehash the support issue with a different agent every timeAlso, there is no obvious phone number to callYou have to dig through their help page to find a "CallMe" button that says it is only for Express lay issuesPlease Lyft, out an obvious phone support link on your help pagePeople like to talk to peopleThere is something to be said for hearing someone's voiceSo much is said through inflection of tone and it is a ton easier if you don't have to explain everything over ten times Sincerely, [redacted]

From: Chance [mailto: [redacted] ] Sent: Friday, May 26, 1:PM To: info < [redacted] > Subject: Update Complaint [redacted] So I had already submitted a response but then after re reading my response I realized they weren't even talking about the correct incidentThe company in my complain lied and has not even credited me to my issues that was a prior incident credit that I had received and not one in relation to my complaint issueI need to update my case or response

Complaint: [redacted] I am rejecting this response because:business did not address my request for refund of charge due to not fulfilling obligation to rider for safety during this ride.Sincerely, [redacted]

We are in receipt of Revdex.com complaint case [redacted] [redacted] complaint concerns the status of her passenger account and gift card credits that were applied to her account.On May 10, 2017, [redacted] was informed by our agents that we had found her to be in violation of our Terms of Service and had deactivated her driver account.Our agents have since been in correspondence with [redacted] to inform her that we were able to reactivate her passenger accountAdditionally, [redacted] gift card credit is still available on her account to use for future Lyft ridesOnce cash or credit is tendered, Lyft gift card purchases cannot be voided or refundedGift cards do not expire and they cannot be stacked or combined with credits not associated with that particular Lyft CardThe terms for these gift cards are available here: [redacted] As such, we consider this matter resolved

We are in receipt of Revdex.com customer rebuttal [redacted] [redacted] complaint concerns damage to his vehicle incurred on the Lyft platform.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.”As we have further clarified our Damage Policy and have issued the appropriate damage charges, we consider this matter resolved