Lyft Customer Service Issues

Hello, I'm Adalberto Castillo, a Lyft driver since March [redacted]. Despite not being an essential worker, I have been helping people get to work during the pandemic. My car was stolen on 7/25 and returned damaged, leaving me unable to work since then. It's at the shop awaiting the insurance assessment, but I must come up with the $[redacted] deductible before any repairs. Any assistance would be greatly appreciated. I recently resumed work but still struggle to cover the expenses. I'm inquiring about the insurance's refusal to help with the remaining costs, as the car was in good condition before the theft. Please provide valid reasons for their denial. For contact, please use my email [redacted]. Thank you.

On 09/25/[redacted], I noticed two $50 charges from Lyft, totaling $[redacted]. I reached out via email and messaging to address these unauthorized charges that supposedly went into my Lyft Cash Balance Account. I never approved these charges, and my usual experience involves authorizing my card for ride payment upfront. However, when requesting rides, drivers often fail to show up, citing a lack of available drivers. Consequently, my card gets charged for incomplete rides multiple times, compounding the original $[redacted] issue.

My daughter was picked up without parental consent by a driver named Tom who refused to provide a last name. She was taken to places she did not know and felt uncomfortable. I stayed on the phone with her until she arrived at her destination. The driver then told her she couldn't be on the phone. I will be seeking legal counsel and contacting the company for answers regarding this incident. My name is Steven Mahon, my wife is Jessica Mahon, and our daughter is Angel Mahon. You can reach me at [redacted] or email me at [redacted] We will be in touch soon.

I am writing to dispute the charges for a ride I booked on September 26th at 7:53 am. On that day, I had scheduled a ride for 7:15 am, but had to cancel it as it was running very late, risking my job due to lateness. Despite that, I was still delayed when the next driver arrived, making me late for work. This issue has happened twice in less than three weeks, jeopardizing my employment. As a loyal Lyft customer for four years, I have spent over $4,[redacted] with your service. I urgently request a phone call to address this issue that is affecting my daily routine significantly. I rely on Lyft as I don't drive myself. If this problem persists, I may have to seek legal advice. Please contact me at [redacted] to discuss this matter promptly. Your attention to this matter is appreciated.

Hello, I was charged a $5 cancellation fee after I was present at my driver's arrival and had a conversation with him. He reported he could not transport me and my passengers due to Covid. There is a disconnect in communication from your company, as the ride we ordered to our destination had no issue. We did not order an XL but a regular Lyft with no issue. When we ordered our ride back home, we were declined by our driver as he said he could not transport more than 4 people due to COVID restrictions. This information is nowhere disclosed to your customers upon ordering a ride. To charge your customers for missing a ride due to your driver refusing to transport is terrible service, especially for customers who have been using and paying for your services for years. We attempted to speak with a representative who told us we were going to be charged and ended the conversation before we could even respond. The service we experienced this evening was terrible, with no preemptive warnings. Please refund this cancellation fee as we were in contact with our driver who told us he could not take us and then drove off. Thank you, Kendal

I am extremely displeased with Lyft, and unless this issue is resolved, I may no longer choose to ride with your service. A debit card was linked to my account, and rides were being paid for without any problems until one day, causing me to be late for work due to non-acceptance of the card. After adding a new card, I was unexpectedly charged on the 14th for two previous rides which the original card should have covered. This unauthorized charge has put my account at risk. The charges should have been taken from the appropriate card. I urgently need the funds for those rides to be refunded promptly. Furthermore, today I had a ride where the driver's car was covered in dog hair. This hair got on my clothes and in my mouth, leaving me feeling unclean hours later at work. The $5 credit you provided does not suffice as an apology for the inconvenience. To maintain my professional appearance and performance at work, I require a solution to this issue and a refund of my money to be transferred to a different card.

I received a text at 10:03 AM informing me that Roberto would arrive in 3 minutes. At 10:06 AM, I got another text saying Roberto had arrived in a white Hyundai Elantra with the license plate LTS3894. Despite waiting outside West Houston Infiniti, I couldn't find him. Then, at 10:08 AM, I received a text saying he had canceled the ride. Confused, I returned inside only to be informed that someone was looking for an Uber outside. I discovered Roberto hidden behind other cars on the street, denying being the Lyft driver. After finally confirming his identity, he was rude, possibly intoxicated, and I felt uncomfortable. I had to order a new ride, which made me late for work. This driver's behavior, which seemed racially motivated, was unacceptable. I made it clear I wouldn't pay for the canceled ride and took a photo before he drove off.

I am currently disputing a billing problem. While two charges are still pending, there seems to be an additional charge of $9.42 that is not clearly displayed on my account. This charge was apparently lumped into daily charges. I have concerns about this daily charging system because multiple times I have been charged daily fees on top of my regular Lyft ride charges within the same day or 24 hours. The total amount on October 11th was $48.20, with the $9.42 charge processed on October 14th. The other two rides total around $38.50 and are still pending while some have already been paid. I was informed by a customer support agent that this was due to daily charges, but this is a new issue for me after using Lyft for four years without problems. I am seeking clarification and resolution on this matter.

I'm Mariann Bluth, and my contact number is [redacted]. I had arranged a ride from Provo Airport (PVU) in Utah for today, Oct 21, between 11:05-11:20am. Although our ride was confirmed, the Lyft Driver, Etim with license plate S967V and in a Honda Accord, did not pick us up at the scheduled time, despite us being in the right spot. Despite texting and calling multiple times, he only replied with "OK" once, and then stopped responding. Concerned about possible charges, I seek advice on reporting this driver. A new Lyft driver did eventually pick us up after the incident.

This was my first time booking a ride. Unfortunately, my Lyft driver didn't show up, which I can confirm with the store manager and a cashier. I never saw a vehicle with "Lyft" on it. I was very disappointed. Adding insult to injury, I then received a notification charging me $5 for their "convenience." I cannot believe it. Now, I'm stranded here trying to find an alternative ride, all because I was ready at the door by 10:15, with my phone in my back pocket waiting for any notification - the only one I got was about the $5 charge. Unbelievable! I'm incredibly frustrated right now. I just recently moved to this town, don't know anyone, and my car broke down, yet they are charging me $5. The level of my anger cannot be measured. I'll be contacting Uber now. If I share my experience with just 10 people, the word will spread to at least [redacted].

This morning, I was picked up at [redacted] Ralph David Abernathy Blvd to go to [redacted] Peachtree Road. The driver initially went in the right direction on the expressway but drove so fast that they missed the north exit, ending up going south instead. Despite my warnings, the driver kept driving erratically, even stopping on the expressway multiple times to check the GPS. After finally convincing them to exit at exit #[redacted] Central Avenue, Hapeville, I asked to stop at a gas station and got out as I was very frightened. I believe I should not be charged for this ride and that the driver should receive some form of discipline and compensation for their behavior.

I was incorrectly charged $10.51 for a ride I never took which was processed on a card not authorized for payments on my profile. The charge occurred on October 12, [redacted] at 7 pm, even though I haven't used Lyft since August [redacted] due to prior unauthorized charges on my profiled card. I have contested the charges with my bank and they have been resolved. I am seeking clarification on how a different card not linked to my account was charged for a ride without my authorization in October [redacted].

I have difficulty using cell phones due to my vision impairment, limiting me to only using them for calls. I used Lyft on my laptop for years but can no longer find the app in the store. Can anyone help me with adding a new card number to my Lyft account on the website? Thanks, Bill F.

Yesterday, I used Lyft to go to Smith's and run other errands before heading home. I am handicapped due to a stroke and other health issues. The driver, Joanna, only brought my groceries to the porch and couldn't bring them further inside due to COVID-19 restrictions. However, given my challenges with balance and using a walker, it's difficult for me to carry the groceries from the porch to my pantry. I may need to speak to Joanna about finding a solution or consider alternative ways to shop if I can't safely manage bringing the groceries inside myself.

I was permanently deactivated by Lyft on Friday, October 30, [redacted]. I received an email from Lyft support, informing me that I violated their terms of service, resulting in my deactivation with no opportunity to challenge it. The contact person provided was "Grey," who advised against seeking help through other Lyft channels. Despite sending Grey numerous emails (approximately 10 or more), requesting an explanation for my deactivation and clarification on the alleged violation, I have not received any response. It appears Lyft conducted a background check on me in October [redacted], without specifying the exact date. If the check occurred on the 30th, it may have flagged four infractions on my driving record, including an accident where I was not at fault and a licensing issue from November 7, [redacted], which should no longer affect my record after three years. I believe my record will clear upon a reevaluation, and I am eager for Lyft to reassess my status. Thank you, Thomas Murphy.

I am thrilled to have discovered this platform. I rely heavily on Lyft for transportation with over [redacted] rides under my belt. However, I am currently facing an issue with my account being suspended. I received a notification stating that I have not been adhering to health guidelines, which is completely false. I always wear my face mask whenever I leave my house. Even after providing proof to Lyft by sending a photo of myself wearing a mask, my account remains suspended. To add to my frustration, when I confirm my arrival to the driver, they cancel the ride immediately, falsely claiming that I am not wearing a mask. This has caused me to miss important appointments due to Lyft's lack of accountability. It's disheartening to have my integrity questioned and to be inconvenienced in this manner. -LL

I accidentally left my belongings in a Lyft driver's car. Even though I contacted Mary, the driver, she claims she does not have my things and has been unresponsive to my calls and messages through the Lyft app. I feel like she may not have the time or intention to return my items. I have tried reaching out to Lyft three times, but they keep closing the case without assisting me properly. I lost a significant number of supplies along with my tote bag, which was essential due to my back issues. Mary had groceries in the car, and when I tried to check if my items were there, she rushed me. I even checked Walmart where the trip ended, but my things were not there. I would appreciate any help in recovering my lost items or receiving compensation for them.

Last Monday around 10:45 pm, I encountered an issue with the Lyft app. Despite using it without any problems previously, this time, after waiting for 30 minutes for a driver, the app suddenly notified me that they couldn't find one and canceled the trip. To my surprise, they had already charged my account for the ride. The lack of quick customer service options caused further frustration as my attempts to contact them went unanswered for days. Despite getting in touch with the emergency department, they were unable to assist me promptly. Eventually, a driver arrived after a three-hour delay, leaving me feeling extremely stressed and disappointed. I believe Lyft should do more than just refund me as I went through considerable inconvenience. I am eagerly awaiting your response. - Ron L.

I have previously outlined the necessary adjustments in the previous email. It seems that customer satisfaction is not a top priority for you. As a handicapped individual who relies on a walker, I struggle to bring in groceries due to balance issues. While I understand the concerns surrounding COVID-19, I am free of the virus and hoped for some flexibility in my situation. I have informed the driver to cease delivery attempts to avoid any repercussions on her employment. However, the current practice of leaving groceries on the front porch is not suitable as it puts me at risk of falling and being undiscovered due to living alone.

Last night, I took a Lyft to Sheetz, and it charged me $10.99 for the ride. After grabbing my items, the same Lyft driver also stopped in Sheetz. When we left together, I requested a ride back. Surprisingly, the return trip cost me $13.53 instead of the usual $10.99 for the same distance. I'm wondering why there was a price difference and if it's possible to get a refund for the extra $2.54 I ended up paying for the return trip.