I cannot reference a relevant ride because it was cancelled while were still in the car...

GetHuman-paulpap's customer service issue with Lyft from May 2018

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The issue in GetHuman-paulpap's own words
I cannot reference a relevant ride because it was cancelled while were still in the car. Last night, my wife and I summoned a Lyft at LAX. ** minutes later Ivan arrived in a green Toyota Rav*. As soon as were were loaded into the car, I very nicely said to him that I know his GPS would direct him to take freeways to our house, but that we would like him to take surface streets and that we would give him directions. We live roughly ** minutes from LAX via surface streets, and taking the freeways would easily add another ** - ** minutes to the trip depending on traffic. This is what we do with every Lyft driver - both picking us up at home and returning from LAX. No Lyft driver has ever had a problem with this. Ivan, however, told us that the rules state that he has to follow the GPS, and refused to even consider alternate directions. We asked him to reconsider, as we knew that the freeways would be crowded. Ivan became argumentative immediately, and attempted to end the ride while still at LAX. We told him to just go the way he wanted to go. But as we were leaving the airport, he proceeded to exit onto South Sepulveda - the complete opposite direction from our house. His intention was to take the *** freeway to the *** freeway - a route that is so out of the way and so much longer than any other route. I then said that it seemed that he was going this way knowing that it was longer and more crowded so he could make more money. He actually agreed with me, saying that "that's the way we make money." He then told us that he was going to end the ride because he didn't like us, and threatened to just drop us off on the side of Sepulveda in the middle of nowhere. He acted though he was doing us a favor by having us in his car. He also kept repeating the this was his car and that he could do whatever he wanted. I said that if he attempted to drop us off on the side of the road, we would refuse to get out and that we would call the police. All this transpired as we were crawling along in (what we knew would be) bumper to bumper traffic. He then said that he would drop us off at a gas station, but there were no gas stations heading south, so he continued south until he could make a u-turn to head back north toward LAX. By this time, we had been in the car for a good ** minutes (the same amount of time it would've taken to him to drive us home had he followed directions!). He finally found a gas station north of LAX, but wanted to drop us off on the opposite corner with * pieces of luggage. We refused, and insisted that he drops off at the gas station, which he ultimately did, after making an illegal u-turn. It was about then that I asked him if he was recording us and he said yes - something he did not tell us when we entered his vehicle. We got out of his car, and summoned another Lyft. The first driver cancelled the ride, and the second one - Paul in a blue Prius V, never moved despite the app saying he would arrive in * minutes. About that time, a Yellow cab pulled into the gas station to get gas, and he was kind enough to take us home. This was the worst experience we've ever had in a Lyft - second only to the driver who showed up to take us to LAX on Sunday with a car so packed with his personal belongings (he apparently was moving that day) that there was no room for our luggage - which had to piled onto the back seat and my wife's lap as I was crammed into the front seat which had to be pulled forward to accommodate the luggage on the back seat. As you can see, this was not a stellar few days for us with Lyft. But tonight took the cake. Feel free to watch Ivan's video. I'm sure you'll agree that his behavior was totally inappropriate and potentially endangering to us. He knew that his route would take longer and cost us more money, and that was his stated goal for the ride. This is a driver that should not be working for you. Feel free to call to discuss further.**Paul Papanek****-***-****
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Customer service issue
Reported by GetHuman-paulpap
May 25th, 2018 - 6 mons ago
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GetHuman-paulpap started working on this issue
May 25th 7:24pm