Lyft Customer Service Issues

On May 17th at 10:23 pm, I booked a Lyft ride, but had an incident with the driver after dropping off another passenger. The driver denied me the ride claiming my booking was canceled, which I never did. Despite showing him my card info and payment receipt, he still refused to continue the ride. I had to involve the police, who were unable to resolve the situation. I had to ask a friend to order me an Uber as I had no more money on my card. I am requesting a refund of $14.40 as I did not reach my destination. I have left feedback and a complaint with Lyft but have not received any response. This is a new and disappointing experience for me, as I have never faced such issues with any previous drivers.

I have noticed multiple unauthorized charges on my credit card from Lift, totaling over $[redacted] in the last month. Strangely, when I log in using my phone number, I see zero transactions. I have already cancelled the card to prevent further charges. Can you investigate these transactions by credit card to identify the phone number and account associated with these charges? I suspect the phone number linked to these charges is [redacted]. Your assistance in resolving this issue promptly would be greatly appreciated. Thank you.

I am experiencing an issue where I have not received the $[redacted] owed to me since May 8, [redacted]. Despite being told to expect it by this past Tuesday, the payment has not been received. The $[redacted] is not a driver bonus, but my overdue payment from three weeks ago. I request immediate action to deposit the owed amount into my account today, as demonstrated by the successful deposit of my $[redacted] refund. Your prompt attention to this matter is greatly appreciated. Thank you.

I am participating in the Lyft rental program and had an issue with returning my car. Originally scheduled to return it on a Friday at 3:00, I found no staff present to process my rental or forgive 20 rides. As a result, I had to return on Monday, extending the rental by two days. This disrupted my payment plan through my account. Upon returning on Monday, I encountered a staff member who was unhelpful and insisted on alternative payment methods. This unforeseen situation has now affected my ability to earn money to cover rental fees. I am seeking assistance to resolve this matter promptly. My driver number is [redacted].

Good evening, I waited for 20 minutes for the driver to arrive, only for him to pass me and then cancel the ride. When another driver, Kedir, in his gray Toyota Highlander, was assigned to me, I contacted him regarding the items I needed to put in his vehicle (3 plastic containers and 2 suitcases). He assured me it was not a problem. I'm unsure why he didn't pick me up or respond when he drove past me. I couldn't cancel as I was within the penalty window, so I had to wait by the curb for 15 minutes. This isn't the first time a driver has canceled after passing by or pulling up, saying they wouldn't drive me. This is becoming a recurring issue. I am a regular user of your service, but I hope not to encounter any more problems in the next 24 hours, or else I might consider using another ride-sharing service.

This morning, I booked a ride to work and requested a stop at 7-Eleven or Chevron. The driver left with my tools and belongings while I was inside the store. When he returned 15 minutes later, he was rude and complained. This situation was unacceptable, and I would like to address it with the company. I felt abandoned and mistreated at Chevron, and the driver's behavior was not appropriate. I was in the process of calling for help when he came back. I hope to speak with someone soon about this incident as I believe the driver's actions were wrong and he should be held accountable for his unprofessionalism.

Last night, my wife and I requested a Lyft ride from LAX and encountered a troubling experience with a driver named Ivan. Despite our usual request for surface streets instead of freeways, Ivan insisted on following GPS directions and became argumentative when we suggested an alternative route. He even threatened to end the ride prematurely and dropped us off at a gas station in a difficult manner. Feeling uncomfortable, we refused to proceed with Ivan and found an alternative mode of transportation. This incident, along with a prior negative experience, has left us dissatisfied with Lyft's service. We believe Ivan's unprofessional behavior and disregard for passenger safety should be addressed promptly by Lyft.

Hello, I am Kevin F., a former Lyft driver. Today, my car rental was taken away as I was supposed to complete 20 rides within a Monday to Monday period. I tried to explain my confusion to the representative, Stephanie from the PA hub, but she was hostile and unhelpful, claiming she had already explained everything during a presentation. Furthermore, I received a text about needing an oil change due to mileage and was advised by the mechanic not to drive until Friday at 1 pm. I have evidence of phone calls and documents to support my case. The main reasons I fell short of the 20 rides were a misunderstanding of the weekly timeframe and the mechanic's advice. I feel let down by the lack of support and training. After leaving my previous job to join Lyft, I now find myself without a job just weeks later, with school starting soon. I believe I deserve reinstatement given the circumstances and the advice I received from the mechanic.

Hello, I'm Tibor Mezei from Medtronic. Recently, our company started using Lyft, and on 05/21/[redacted], I took a ride from Glendale, CA to LAX. The ride cost $75 with an additional $36 for surcharges. The overall ride experience was good, but I found the surcharge amount unusually high. The driver informed me that Lyft imposes these extra charges. I kindly request a breakdown of my fare via email to understand how the total was calculated. I intend to discuss these surcharges with my manager and the company's contract representative. Typically, a ride in a yellow cab costs me around $85, with tips ranging from $10 to $15, totaling under $[redacted]. My receipt number for this trip is [redacted][redacted]6. Thank you, Tibor

Dear Lyft team, I am writing to inform you of an unpleasant experience I had with one of your drivers. Last night, on 5/25, after 9 pm, I requested a ride from the Seattle convention center to the Baroness hotel. The fare would have been approximately $6 for the short distance. The driver, with the license plate BHA [redacted], arrived in a blue car. When we asked the driver to place our suitcases in a more accessible spot due to my wife's back issues, he refused and became agitated when we insisted. Eventually, he cancelled the ride, forcing us to unload our belongings. Subsequently, when we requested another Lyft, the second driver mysteriously cancelled as well, leading us to suspect collusion. This behavior was unacceptable and tarnishes the reputation of your company. I urge you to address this issue promptly as it was truly disappointing. Thank you for your attention to this matter. Sincerely, U. Matheson

I received a rejection for my Lyft driver application due to my temporary driver's license. I have been using a work permit while awaiting my green card. I am married to a US citizen and have had two work permits—each with a temporary license on them. The issue seems to be that this information was not reflected in the driver license report. Would it be helpful if I sent you a copy of my previous driver's licenses for clarification? I've held a valid license for over a year, and it is not a driver's permit. How can I submit my license to you or what steps can I take to rectify this and be accepted? Kind regards, CB [redacted] [redacted]

On May 24th, I scheduled a Lyft to pick me up at the corner of Wigwam & Gibson in Henderson. The app indicated a white Honda would arrive in about 5 minutes, but no white Honda ever showed up. Despite receiving a message that the driver had arrived, there was no Lyft driver in a white Honda or any driver in sight. When I tried calling the driver, it went to voicemail. I attempted another request, and Miguel easily located me. I reached out to ask not to be charged for the missed ride, but it hasn't been rectified yet. This situation meant I had to walk instead of taking the Lyft I had planned. As I prepare to start a new job next week and intended to use Lyft frequently, I believe I should receive a credit and compensation for this driver's mistake promptly.

Hello, I own a [redacted] Honda Pilot. Recently, I signed up to be a driver on the platform after reading that vehicles from [redacted] or earlier were accepted. However, before I could complete the process, I was informed that my car was too old. I understand the need to update the system, but it would be helpful if the specified year for vehicles was clear from the start. Perhaps changing the acceptable years to [redacted] or [redacted] would prevent misleading others. Additionally, I am receiving persistent texts asking me to finish my application, which is frustrating since I do not qualify due to my car's age. Please update your system accordingly and cease sending me unnecessary messages as I am actively seeking employment. Thank you.

I'm encountering an issue with my Lyft account showing as locked or disabled. I've only used it twice in the past 6 months and maintained a perfect rider rating. Despite reaching out to support, their responses have been unhelpful. The initial message stated my account couldn't be reopened after a risk team investigation. The subsequent response was also unsatisfactory, mentioning a violation of Terms of Service without detail on how this could happen in a straightforward app like Lyft.

After having repeated issues with Uber, I switched to using your service. I usually rely on your service around four times a week for work in DC. Today, on Memorial Day, my wife and I decided to explore Arlington, Va., from our boat at the Wharf. Our driver was friendly, but the GPS led us in circles back into DC traffic due to a canceled ride request nearby. Eventually, we reached our destination. Later, at a different location a few blocks away, we tried to avoid Line transportation on our way back home. However, it seems the driver missed us despite being visible on the GPS, resulting in a $5.00 charge for a no-show. I find this charge unfair as we were at the specified location. If this issue persists, I may have to consider switching to another service.

Today at 5:47 pm on 5/28, I was at the corner of Sansom St and 21st Street requesting a shared ride home. After making the request, the information showed the pick-up address as [redacted] Madison Square (which is my home), confusing the destination with the pick-up location. I texted Erika to clarify, and after a long wait, she picked me up at Sansom and 21st. During the ride, I realized we were heading to the wrong address, which led to a longer route from South Philadelphia to [redacted] Madison Square. Erika explained it was not a shared ride, resulting in a hefty cost over $40 that I cannot afford. This experience was unacceptable, with confusion arising from the system's errors. Many drivers I've spoken to mention similar issues with customer requests. I need clarity on why my request was mishandled and reversed by the system. I am troubled by this ride and the unexpected cost. Erika mentioned a contact number, but I haven't located it yet. I request a call from your team to discuss this matter further. Thank you. - Monique Clement Bray

On Memorial Day, Monday, May 28, [redacted], at 8:29 p.m., I requested a Lyft ride using the app at the corner of 153rd St and Archer Avenue. A driver named Fan with a silver Toyota Camry and phone number [redacted] accepted the ride. However, after a while, the car did not move and the driver did not respond to calls or texts promptly. When I finally heard back from the driver at 8:34 p.m., I was informed that he might be driving and unable to text. After waiting with poor communication, I had to cancel the ride and was charged $9.00 for a service that I never received. This disappointing experience contrasts with my usual positive encounters with Lyft drivers, leaving me concerned about the service provided.

A 13-year-old was picked up by a Lyft driver. I find this situation concerning. I understand there are protocols in place, but rides should not be provided to individuals under 18, even if the guardian arranged it. If any harm were to come to this young girl, who would be held accountable? Should it be the driver, Lyft, or both? Implementing a strict policy against minors might be necessary. I plan to discuss this serious issue with her mother. It's important to acknowledge that females can also pose risks to children. Allowing cabs or ride-sharing services to pick up lone minors is unacceptable. Declining such requests can prevent potential dangers for both the company and parents. Please reconsider this policy and ensure that minors always have a familiar adult with them when using your service.

I am confused about how drivers can cancel a trip without informing the waiting passenger. This morning, I was expecting a ride from Esther with a 12-minute wait time. I was displeased and considered canceling, but I decided to wait. When the 12 minutes passed, I checked her location only to discover that there was no ride scheduled at all. I received no text or notification. I understand that Lyft and Uber drivers have the upper hand in these situations, but this is frustrating. Missing my ride made me late for work, and now my day is ruined. If you cannot directly control the drivers, could you please create a system to notify riders if their ride is canceled so they can make alternative arrangements? Thank you.

I was picked up between 9:30 a.m. and 9:45 a.m. and requested a ride for 2-4 riders. I use Lyft every morning around this time to go to work, and I have never been charged $9.00 for a 1-1/2 mile ride. I do not believe this is a special rate time because I consistently travel at this time. The price charged seems excessive to me. There was also a change in the ride commitment from a car arriving in 4 minutes to a different car which took 6 minutes to arrive. I would appreciate an explanation for both of these issues and the high charge. I am a frequent customer with a history of rides with your service. If this pricing continues, I will consider alternatives like Uber or taxis. I hope to hear back soon. Thank you, Connie.