I am writing this email on behalf of my fiance', Jessica LeRoy. Her email address is...

GetHuman904456's customer service issue with Lyft from July 2018

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The issue in GetHuman904456's own words
I am writing this email on behalf of my fiance', Jessica LeRoy. Her email address is *****@***.com and cell number is **********. The account is in her name. **My name is Michael Saleh, and my email is M*****@***.com, and my cell phone number is *** *** ****.**Just less than an hour ago, I set up a Lyft for Jessica in an emergency situation. We have experienced numerous issues with Lyft during the short duration within which Jessica has had the account, yet we still chose to use your company in this instance. Yet again, we were more than disappointed. And this time, the issues in question went far beyond anything reasonable, and can only be described as an utter catastrophe. We have attempted to reach anyone from Lyft to discuss prior issues, using this method as well as any others provided by your website and*or application on mobile phones, and not once have we received a response (save for an automated message apologizing for a multitude of drivers cancelling the same ride, causing Jessica nearly a one hour delay).*Nevertheless, the issue at hand is what must be addressed in its totality. *The driver called my phone upon arrival near the pickup location (*** Route ** North, Paramus NJ - The Container Store). He had an attitude immediately, but I responded calmly as Jessica needed a ride immediately. He asked where Jessica was, and upon being told that the container store was the pickup location, he admitted that he had past the spot, and would need to turn around. Minutes later, he finally picked Jessica up. *The drop off location entered into the app was *** NJ-**, Ramsey NJ. That is the address of the Extended Stay Hotel on Route ** North. The driver pulled out of the parking lot, and u-turned onto ** south, going in the opposite direction of the drop off location. Jessica informed him that he was not going in the right direction, but the driver claimed that his GPS said to take this route. I checked the app, and the drop off location on the map was south of the pick up, yet the address clearly stated *** NJ-** Ramsey NJ (Which is directly north of the pick up location). After being asked to please turn around to head in the proper direction, the driver stated something close to the following* "This is what the GPS says to do. If its wrong, its on your boyfriend." I have the call recorded, as I stayed on the phone with Jessica the entire time she was in the car. She asked me to do so, as she felt unsafe in the vehicle. She noted (upon arrival), that the driver was rude, and more importantly, was driving with such disregard for the passenger that she was sliding in the backseat, WITH A SEATBELT ON, and that her belongings were falling everywhere. She slammed her knee into the door at one point, and even after being asked to please slow down a bit, the driver ignored the request and proceeded to drive well above the speed limit, and to take turns at speeds that no reasonable person could justify.*I attempted to update the address on the app (ENTERING THE SAME EXACT ADDRESS) as the initial entry, and after a third try, the application rerouted the driver to the correct drop off. But as a result, Jessica was charged over ** dollars, when the trip should have been approximately ** dollars. The driver could have pulled over, he could have turned around and worked with us to fix whatever issue was at hand, but instead chose to ignore any and all requests, and make my fiance' feel so unsafe that she begged that I stay on the phone with her.*This is absolutely unacceptable. Again, we have experienced issue after issue with your service, and we have been calm in attempting to address any problems by reaching out to your customer service. But the lack of a phone number that can connect us with a human being curtails nearly all possible resolution of problems, and has now cost us extra money more than twice, has wasted an extensive amount of our time due to drivers cancelling rides after accepting, and other misc. issues that are so beneath any standard of professionalism that your company should find acceptable. An automated email promising to do better next time does nothing to make the customer feel valued, safe, or denote even a scintilla of care on your end. I have come to the conclusion that the only way to ensure the safety of others, as well as helping people avoid such terrible service, is to spread the word far and wide through social media and any other avenue possible, that Lyft does not care for its passengers well being, their experience with your service, nor the financial outcomes that are unfair to say the least.*I have the call with Jessica recorded, from before she entered the vehicle, until her exit at the drop off location. I also had the driver on the phone on *-way for the first few minutes, and his attitude and poor demeanor are self evident to anyone that listens to this call. *I do not wish to threaten, as I find that taking such a stance is both repugnant and only furthers the divisions between parties to a dispute. But as a civil litigation attorney, graduate of Rutgers Law School-Newark ****, I will do all that is necessary to ensure that Jessica is compensated for the expense of this ride, as well as the additional expenses charged in the past which have never been addressed by your supposed customer service. In addition, I will post the recording of the phone call, and I will post every email I have sent to Lyft through this website and other HELP portals, along with my honest opinion* your customer service and your service at large is abhorrent, and I am no longer willing to idly stand by waiting for a response I know I am extremely unlikely to receive. I hope that someone does reach out to us, a human being and not an automated message, on my cell phone - **********. But should you fail to respond in some manner, I will be left with no recourse. I will do what anyone else in my place would, and that is to use every option at my disposal to inform the public of this distasteful, disrespectful customer service, and the lack of any care on your part. You put my fiance' in jeopardy this evening, and that, I cannot abide. I await a response, and hope someone at your company will do the right thing. But history has taught me that if Lyft does anything consistently, it is this* failure to even attempt to resolve an issue brought to its attention by the customers that keep the business going. Uber has never caused us such issues, and I cannot imagine using your service again. **Resolution Requested: Refund for the trip taken on July **, **** between * and *** pm. Additionally, compensation for the number of prior issues that have caused my fiance' to incur additional expenses, and explicitly wasted hours of her time while waiting for a driver (as driver after driver cancelled the ride after accepting).
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Lyft

Customer service issue
Reported by GetHuman904456
Jul 21st, 2018 - a yr ago
I have an issue with Lyft too
Fixed
Seen by 5 customers so far
Similar issue to 12014 others
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GetHuman904456 started working on this issue
Jul 21st, 2018 11:24pm
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Jul 21st, 2018 11:24pm
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Jul 21st, 2018 11:27pm
GetHuman904456 indicated the issue is not fixed yet.
Jul 23rd, 2018 2:33pm
GetHuman904456 indicated the issue is not fixed yet.
Jul 25th, 2018 9:22am