Lyft Customer Service Issues

On September 24th, around 2:00PM, a person claiming to be a Lyft driver picked me up. However, this driver was not the one assigned to me, had the wrong car, and displayed the incorrect license plate. Despite showing me a photo of my Lyft profile and stating they had accepted the ride, I soon received a call from the actual driver, proving the mix-up. During the ride, the substitute driver revealed they were a Tesla employee located in Miramar. They listened to a 20-minute discussion regarding private litigation with Tesla and lacked my address for navigation. At the end of the journey, there were no charges applied, and I have concerns about the mishap leading to my private information being shared with an unintended third party involved in litigation with me. For a thorough understanding of this incident, I am seeking detailed information and an explanation from Lyft regarding the sequence of events that day, including the app's involvement and how my information was disclosed incorrectly. Email correspondence can be directed to [redacted]

On the afternoon of Sunday, September 30th, at around 3:31 PM, I encountered a Lyft driver in a red Dodge 4-door car double parked near an apartment building on Gilbert Ave. just south of Ball Rd. in Anaheim. The driver was conversing with a tall man outside the passenger door, while 2-3 other individuals were inside the vehicle. After finishing the conversation, the driver abruptly merged into traffic without signaling, heading north on Gilbert past Ball Rd. Further up the road, near an apartment building about half a block from the intersection, there was a white car unloading. The Lyft driver, still not using their signal, switched lanes into oncoming traffic to pass the unloading vehicle before re-entering the northbound lane on Gilbert, all the while engrossed in conversation with the passengers.

I am new to using your service and I encountered an issue when I tried to change the time of my ride and was charged a $5 cancellation fee. I quickly messaged the driver about changing the pickup time which they couldn't respond to while driving. After calling the driver and explaining the situation, she agreed to cancel the ride. However, I was still notified about the $5 cancellation fee. This is not the ideal way to start using your service. I hope we can resolve this matter positively as I wish to continue using your service. I will make a follow-up call from in front of my hotel after sending this message. Thank you, Bernard E. Thomas, MSGT, USAF RET.

I arrived at the airport around 10:30 am on September 29, [redacted], and found myself as the next driver in line after 57 others. I stayed at the airport all night waiting for a ride request that never came. I fell asleep and woke up around 2:30 am to see I was still next in line. Disappointed, I left at 5:43 am without a ride. I feel like I wasted time and money that I could have earned in the city. I had been in driver mode for over 14 hours, waiting for a request. I'm well-rested now and ready to work. Is it possible to have my driver mode turned back on? Can you check that I haven't had a passenger since about 7 pm on September 30, [redacted]? Thank you in advance.

Good morning, I have a concern regarding my recent shared Lyft ride. I was assigned Paola as my driver, operating a Toyota Prius with license plate 7EAP957. Although the app indicated that she picked me up, Paola never arrived. Upon contacting her, I was informed of a mistake on her part, resulting in a three-minute wait for her to cancel the ride. I have been charged $13.70 for this incomplete ride, which I find unacceptable. Subsequently, I had to request another Lyft with Saeed, opting for an unshared ride due to time constraints caused by the initial issue. While Saeed compensated by driving expediently, he seemed uncertain about our destination initially. I kindly request a refund for both rides due to the inconveniences faced. Your prompt attention to this matter would be greatly appreciated. Thank you.

This is my third attempt to reach out to you. I utilized a Lyft ride from my residence at [redacted] Tennyson Drive, Staten Island, NY to Even Hotel on 35th Street in Manhattan. The driver unexpectedly took a route through New Jersey and used the Lincoln Tunnel, significantly prolonging the journey. I did not request this route. I was dismayed by the unexpectedly high charge of $[redacted].19. Contrarily, on my trip back from Manhattan, the cost was only $62.00. I am deeply upset that the driver did not inform me about the additional fees incurred by traveling through New Jersey. I feel exploited by this situation and request that you adjust the charges to reflect the rate for the usual route. The distance from Staten Island to the city is 20 miles, but due to the detour through New Jersey, it extended to 35 miles. I appreciate your attention in rectifying this matter promptly.

I am looking to request a larger vehicle for rides as my husband struggles to get in and out of small cars due to two artificial hips. It's challenging to clearly convey this request, as some 4-passenger cars are not spacious enough. We have had positive experiences with Lyft drivers and wish to continue using the service, but require larger vehicles for comfort. Best, MaryAnn B.

I waited 30 minutes for my Lyft ride and contacted the driver multiple times for just a 4-minute wait. Despite the driver claiming there was traffic from a parking garage, we did not see any on foot. When we reached the driver, he drove away as we approached and ignored our calls. He insisted he had only taken 9 minutes to get to us, though I was charged $10 for a no-show despite our communication. I am an EMT with an injured ankle and managed to walk to him, but his behavior was unmanageable and rude. This occurred on 10/01/[redacted] with ride Armond in a Lexus ES [redacted] with the license plate 8BVT759.

As a driver, I have undergone numerous background checks during my two-year tenure. Recently, a new background check has been initiated, halting my ability to take rides until resolved. I have reached out to customer service multiple times since the background check was initiated on Friday, September 27th, and even visited the Lyft hub in Chicago on Saturday, September 28th. Despite submitting ID verification as advised, the issue persists. Due to a divorce, I rely on this supplemental income for financial support, and not being able to drive for four days has heightened my stress levels. Despite contacting Lyft customer service over 8 times, there is still no clarity on why the background check is pending. I have been informed to wait for notification once the issue is resolved, but the lack of progress and assistance during this time has left me feeling disappointed. I would appreciate the chance to address this matter with higher administration.

Hello, my name is Lolita M. I am requesting a refund since my recent Lyft ride with driver Joseph was a frightening experience. I had to abruptly exit his vehicle on [redacted] Royal Parkway due to his disrespectful behavior causing me to fear for my safety and that of my son. I am seeking a full refund of $8.67 for the ride. The driver's car number is 0M05C4, a Toyota Camry. Despite my attempts to cancel the trip, I was prevented from doing so. Please issue the refund promptly. If not resolved, I will have to escalate this matter legally. Thank you.

Hello, I noticed an error in my charges this morning. I have included the receipt numbers below. I initially ordered a Lyft from 64 Rhodes Ave. in Toronto, Ont. I received a notification stating that I cancelled the ride, which led me to request another. I believed the driver had canceled, resulting in an incorrect charge. However, upon reviewing the receipt, I noticed the address listed as [redacted] Craven, a location I have never visited. I attempted to modify the pick-up address for my second ride but was required to cancel due to it being two minutes away. After speaking with the driver, it was recommended that I cancel. My concerns are: 1) the inaccurate GPS location, 2) the unknown address generated, and 3) the inconvenience caused as I am not running late for work. I kindly request a refund. Please reach out to confirm the reimbursement. Thank you, Receipt #[redacted][redacted]12 Receipt #[redacted][redacted]

I am Fabiola P. On Sunday, September 30th, at 2:45 pm, I booked a service from JFK airport (Terminal 7-Pick up B) to 29 Haviland Street, South Norwalk. The driver initiated the ride without picking me up, ignoring my calls and texts. Unfortunately, I couldn't cancel the ride through the app once it began. I promptly reported the incident online, but it has been two days without a resolution yet. Surprisingly, I received a Lyft notification the same day, charging me $[redacted].25 for a ride I did not take. This situation is impacting my credit card balance, and I seek a swift response to address this matter.

I am encountering ongoing issues with my rides due to drivers still having passengers in their vehicles when accepting my ride. I prefer not to wait in the rain for extended periods, especially when drivers in my area typically arrive much sooner. It's frustrating that I cannot cancel my ride when the driver is more than 15 minutes away. I believe Lyft should prevent drivers from accepting new rides when they are still on an active trip to avoid these delays. Addressing this through program adjustments could greatly improve the service. Thank you for looking into this matter.

I need a refund for unauthorized Lyft rides from October 1st to October 2nd. I no longer have a Lyft account, but someone is using my old card details. Please block the account connected to my old card and refund the money taken. I didn't take these rides and I'm not sure who has accessed my account. I urgently need the funds back on my card to cover bills. I reported a similar issue in August or early September when someone first used my card. Please refund the money promptly. My bank is aware and waiting for the refund. Thank you for your help.

I was overcharged by Lift for over $[redacted] on September 24th, which led to my bank blocking my credit card for suspicious activity. Lift offered me a $10 credit for the inconvenience, but I have not seen it applied yet. I am curious about how and when this credit will be applied. Furthermore, Lift has a habit of overcharging me for "no-shows." Despite waiting in front of my house at [redacted] Lincoln Blvd, drivers often go to the alley, down the block on Broadway, or expect me to run across the street to meet them without communication. This behavior is rude and inconsiderate, especially considering I am disabled and rely on this transportation. I have left reviews for each overcharge but have only received a $5 refund. I am requesting a review of all "no-show" charges and a full refund for them, as they are baseless. Please also credit the promised $10. I await a prompt response. Thank you for your attention to this matter. Sincerely, M. S.

As a Lyft driver named Cesar C., I completed a ride on October 2nd. I picked up a lady around 9:00 AM from a hotel in Glen Cove and drove her to the Bronx. Despite traffic and impatient drivers, I prioritized safe driving. Upon reaching what I thought was her destination, she informed me it was the house next door. During the journey, she became verbally abusive, complaining I drove too slowly. Despite her insults, I stayed polite and professional. Unfortunately, the app did not have an option to rate or evaluate riders like her. She acted quite troublesome and unreasonable.

I have noticed almost $90 in Lyft charges on my account that I did not authorize. I have not used the app since September, and it is not even on my phone. Checking my bank account, I discovered three charges - two for $34 and one for $23 on 10/01 and early morning on 10/02. I was at home in Columbia SC during this time. Unfortunately, I am unable to see where the rides took place on my Lyft account. I need assistance in getting a refund and tracking down the locations of these rides. If the rides were in Washington DC, it might have been my Ex-boyfriend, to whom I did not give permission to use my account or password. As a financially struggling college student, this money is crucial to me. Thank you for any help you can provide.

Hello, I am seeking assistance regarding an incident involving my vehicle. I was recently involved in a car accident while driving for personal use which has left me unable to work for Lyft for the next week or two. The other driver's insurance company has advised me to obtain documentation from you to support my claim for loss of income, as driving for Lyft is currently my primary source of earnings. I have not been driving for the past 7-8 weeks due to my school graduation in August and subsequent month-long trip to Italy to visit family. I only recently returned and had planned to resume driving this week, but unfortunately, my vehicle was rendered inoperable following the accident on Saturday afternoon. I am uncertain who the appropriate contact person would be to address this matter. Thank you for your assistance. Mario

My ride today was with Patricia from 29 Dickerman Street to the McDonald's drive-thru at [redacted] Whalley Avenue and back home to Dickerman Street. Despite my phone indicating the trip was canceled, she completed it. I did not receive a receipt, so I am unsure of the total charge. I need a receipt from Lyft to verify the amount charged, allowing me to review the transaction with my bank. I just want to ensure that everything was done correctly. Please provide me with the total charge promptly. Thank you, - AP

I am experiencing repeated harassment by a Lyft driver who falsely claims to be calling from my health insurance provider. This situation occurred for the second time recently. I had followed the procedure given by my insurance company, Anthem Health Keepers Plus, to cancel the ride. Despite informing the driver that I canceled the ride as per the instructions, she proceeded to enter the building without permission and knocked on my door, creating a disturbance. She impatiently dismissed my attempts to explain and left abruptly, mentioning she had other clients waiting. The driver then left a message on my phone claiming to be from Anthem, just minutes before 8:00pm Eastern time, making it impossible for me to reach my insurance company at that hour. I have been unable to contact Lyft's customer service as the numbers I found appear to be disconnected, despite their advertised 24/7 support.