ComplaintsforLyft Bikes & Scooters

• Initial Complaint

  11/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I subscribe to **** Bike through my Lyft Pink membership. Today, I received an error trying to unlock a bike that said "You cannot take a ride at this time". I called customer support, who let me know that it was because I requested maintenance for bikes multiple times that, in their opinion, did not need maintenance, and that my account would be locked for 30 days. I am not a person who flags bikes needing maintenance unnecessarily. Yesterday, there were two bikes that I reported needing maintenance. • One had its chain dislodged such that when I peddled, it would not move forward. I immediately re-docked where I picked it up and flagged for maintenance. • The other, I noticed a bike right next to it that had no grips on its handlebars, leaving the thin metal handlebars exposed. I thought that I should just flag that as an issue so that others could not take out the bike (thin metal handlebars are harder to control and could also cause puncture wounds more easily in the event of a crash), so I pulled it out, redocked it, and flagged for maintenance. Offshore customer support this morning told me there was simply nothing that could be done to unlock my account, even after I explained these issues - they just said they were automatically locked and that I would have to wait out the 30 days. I pay for this service through my Lyft Pink membership, and I find this extremely unfair for the following reasons: • There is no feature to let their mechanics know what is wrong with the bike, so it's "their word vs. mine" - the mechanic might not have even felt exposed metal handlebars was an issue • I was never given any sort of notice that my account was locked until I tried to take out a bike the next day. I was away from my home and relying on being able to ride a bike. • I was told several times by customer support there was nothing that could be done to unlock the account. I am confident that the right supervisor could hear my case and have a process to unlock accounts.

  Business response

  11/10/2024

  We are in receipt of BBB complaint case ********. Stephen T******** complaint concerns the status of Stephen T******** account.
  
  Stephen T****** wrote in to Support on November 10, 2024. Our agents were in correspondence with Stephen T****** the same day and informed Stephen T****** that we had found Stephen T****** to be in violation of our Terms of Service and had deactivated Stephen T******** account for 30 days. 
  
  As Stephen T****** has been informed that we are unable to reactivate Stephen T******** account, we consider this matter resolved.  

  Customer response

  11/11/2024

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

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

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

  Business response

  11/12/2024

  We are in receipt of the consumer rebuttal in BBB complaint case #********. Stephen T******** complaint concerns the status of Stephen's account.
  
  Our agents have been in correspondence with Stephen to inform Stephen that we found Stephen's account to be in violation of our Terms of Service and deactivated Stephen's account for 30 days.
  
  As Stephen has been informed that we are unable to reactivate Stephen's account, we consider this matter resolved. 

• Initial Complaint

  11/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  11/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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

  10/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

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

  Business response

  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

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  10/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  10/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  10/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

*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. ↩