Lyft Customer Service Issues

On February 15, [redacted], around 11:00 pm, I requested a service where a driver was assigned to me. After 10 minutes, the driver called to inform me that the car had broken down, asking me to cancel the service as he couldn't do it himself. He called a second time, questioning why I hadn't canceled yet. Following his advice, I canceled the service. The next day, my bank alerted me that $10.83 had been charged for the service. It doesn't seem right that the driver charged me without providing the service. Please assist me with this matter. The driver's phone number is [redacted], and my number is [redacted]. Regards, A. Valdes.

Dear Customer Service, I placed a car order for a 6:00 AM pick-up today, and unfortunately, the driver was 30 minutes late. I reside in a high-rise building, and upon the driver's arrival on the street in front of the building, I had to walk down to meet him since he did not enter the driveway or the designated parking spot. While I was making my way down, he drove off shortly after arriving, leaving me stranded. I had to hail another Lyft, which had a strong smell of cigarette smoke. The entire experience was highly disappointing, especially since I was en route to work. I am requesting a refund for this morning's charges and a complimentary ride back home, scheduled for a 3:00 PM pick-up from [redacted] Sylvan Avenue Englewood Cliffs, NJ to [redacted] Center Avenue Fort Lee, NJ. Thank you for your support. Best, M.A.

Hello, I am a new user of Lyft and had a negative experience with a driver named AMAD in Union Twsp, NJ. I had difficulties finding him despite using the app correctly to request the ride. AMAD was unhelpful, insisting I had entered the wrong address when I had used the app to set my current location. He then asked me to cancel and re-book, resulting in a $5 charge. I later had a better experience with a driver named Gabriel. I request a refund of the $5 charge and suggest that AMAD receive additional training in customer service. Thank you.

Good morning on this blessed Sunday, 2/21/21. I have had ongoing issues with the Lyft app. The app frequently switches drivers multiple times in a row, causing delays in my commute to work. This has been a significant problem for over a year now. I rely on Lyft to get to work promptly, and this continual issue is causing me to be consistently late. It is crucial that Lyft addresses this as it affects not just me but also the drivers who experience rides being taken away suddenly. I have tried to bring this up to Lyft with no response or resolution. Despite Lyft's advertisements portraying care for their customers, the lack of response and action on critical matters like this is disappointing. I hope Lyft can rectify this issue promptly as it is essential for getting to work on time, especially during these challenging times of the pandemic. Thank you.

Yesterday, I arranged a Lyft ride for my wife to a specific address. However, the driver got lost on the way, causing me to be late for work. Despite waiting over half an hour, the driver never arrived at the correct location and ended up elsewhere. I was billed $52 for this ride. I am seeking a full refund for this inconvenience.

I have been corresponding with Lyft regarding being double-charged for a single ride. I am willing to share the emails for reference. It seems there is an issue of misunderstanding or lack of clarity on their end. Be advised, the charges were made by someone familiar to me named Bree, using their card linked to my account. Despite this, Lyft placed a hold on the account. The ride was paid for on the first attempt, with a second charge the following day, leading to confusion. If further explanation is needed, feel free to contact me at [redacted]. - Tm

My account was deactivated without any reason given, despite having completed all background checks with positive 5.0 reviews. I recently received a background report that showed everything was good, and I have had no issues with customers. Lyft sent me the following message: Chassity (Lyft) Mar 1, [redacted], 12:09 PM CST Hi Marc, We were unable to validate the information you provided during your Lyft sign-up, so we have suspended your account. If you still wish to drive for Lyft in the future, you can reach out to us via email after 6 months, and we will try to validate your information again. I have requested clarification multiple times regarding the specific information they need. I have ensured that my vehicle information, insurance, and driver's license are all up-to-date on the website and driver app, and everything is marked as completed. I'm unsure why they are saying they cannot validate my information.

After speaking with Lyft, I was advised to respond to this email regarding the recent incident. I want to clarify that the accusations of me having weapons are untrue. I adhere to all of Lyft's regulations, which prohibit the possession of weapons. The passenger who made these claims appeared heavily intoxicated and may have mistaken me for someone else or deliberately fabricated the accusations. Before the ride, the passenger, Jesse, was belligerent and refused to wear a mask, despite Lyft's policy. Even after putting on the mask, Jesse removed it while we were on the highway, making derogatory and discriminatory remarks towards me. Despite feeling uncomfortable, I continued the ride for safety reasons, unable to ask him to exit due to the highway situation. Jesse's false report resulted in my temporary deactivation and account hold, which is distressing as I have always followed Lyft's guidelines. I have included the ride details for your review and investigation.

Hello, good afternoon, On 03/01/[redacted], I requested a taxi service from Newark Liberty International Airport to [redacted] 23rd St Union City. However, after more than 1 hour and a half passed, the taxi never arrived, and I did not receive any message or call about it. I noticed that Lyft charged me $38.60 for a service that was not provided. I have attached a copy of my Bank of America account statement to show the charge. I kindly request to be reimbursed for the $38.60 charge due to the taxi service not being provided. If you need to contact me, you can reach me via email at [redacted] or call me at +1 [redacted]. Please note that I only speak Spanish. Thank you for your assistance.

I recently received a notice about my low acceptance rate from Lyft, and it mentioned the possibility of being removed from the platform. When I select scheduled rides, I'm notified to go online within a 5-minute window after receiving a text alert. However, I often have to decline other ride requests that come in while waiting for my scheduled ride, which affects my acceptance rating. To avoid financial hardship, I can't afford to miss my scheduled rides or accept lower-earning ride requests. Despite having a 5-star rating and driving for Lyft for over 5 years, it feels unfair to face potential removal due to issues with the app's algorithm or programming errors. The scheduling system seems to prioritize riders over drivers, which creates a conflict of interest. I believe there should be a better way to program the app to prioritize placing riders with their scheduled rides within a specific window of time without interruptions. A suggested workaround by a customer service representative to set the destination close to the drop-off point hasn't been successful for me, as riders have a limited number of destinations per day. Can you please acknowledge receipt of this message and advise if there's a risk of my account being suspended or removed?

I had a scheduled ride for 2 p.m. today, March 16, [redacted], with a 10-minute window. During my 2:39 p.m. ride, I was notified the driver would arrive in 23 minutes. I promptly contacted the driver to cancel, as I had a medical appointment. However, he informed me I needed to cancel through Lyft to avoid a mark against him. I hope to avoid being billed for the unused ride, and I believe the driver, Dave, should not receive a mark against his record. It would have been helpful if I had been informed about any delays ahead of time, as I needed to make other arrangements due to the possible lateness impacting my doctor's appointment. I suggest providing a phone line for customers, especially seniors like myself, who may prefer this option for communication.

On three days each week, a disabled elderly friend visits me, and I provide dinner for him. Usually, the Lyft ride costs around $12, but today it was $17 before the service fee and tip. Unfortunately, we had to wait over an hour for the driver. Surprisingly, the initial charge showed $[redacted], but later dropped to $[redacted] after I rated the driver. I find this confusing as the distance was less than 5 miles. Unable to reach a human representative, I keep getting automated responses from someone named Chris. I am unsure if this is even a real person. Despite an authorized hold of $13, I am missing the rest of the money and wish to dispute the charges.

I took a Lyft from my home to the market without any issue. However, when I tried to return from Market Basket in Fall River, MA to my home at 48 Cedar Ave, Portsmouth, RI, I faced significant problems. Despite ordering a Lyft, two drivers were canceled by the app before one finally arrived. To top it off, the driver's trunk was full due to large speakers or subwoofers, limiting my ability to store my items. The ride cost $16.99, but I noticed that an additional $30.98 was held by Lyft without a clear reason. I'm seeking compensation for this inconvenience, possibly in the form of a refund or a free ride to make up for the unexpected charges. I hope this situation can be addressed promptly. Thank you.

I had a troubling experience with my Lyft ride where the driver left me waiting in the cold after saying he would wait for me during my errand. He didn't respond to my texts even after sharing his number. Ultimately, I had to order another ride and wait again. The second driver was excellent, thankfully. I am not looking for a full refund, but I believe receiving at least half of the payment is reasonable. The lack of professionalism displayed by these drivers, one of who even came to my house just to refuse the ride, left me feeling stranded and inconvenienced. I arrived extremely late for my appointment, nearly missing it altogether, and incurred extra costs. I hope for some compensation and acknowledgment of the poor treatment I received. I value Lyft but incidents like these make me consider switching to Uber, which I'm not keen on. Kindly address this matter promptly. If you have any further questions, please reach out. Thank you. R. Schaber

I had a frustrating experience with Lyft. My scheduled ride for 10:00-10:10 pm was delayed until 10:30 pm, then canceled without being rescheduled. I had to book another ride at a much higher cost to comply with my medication schedule. The delay caused my preordered food to arrive cold. Despite the initial ride being priced at $15, I ended up paying $45 due to the delays and inconveniences. I reached my hotel at 11:05 pm instead of the expected 10:15-10:25 pm, resulting in a nearly hour-long delay. I am requesting a refund or to be charged the original $15 price for the ride.

On 3/18/[redacted] at 11:58am, I was charged $27.03 for two unsuccessful Lyft rides. Despite waiting for over an hour on two separate occasions, the app kept stating limited availability and eventually led to canceled rides. It was frustrating and unprofessional. I am requesting a refund of the full amount instead of credits. The excuse about limited services due to COVID is outdated, and I demand an immediate refund. I intend to report these unfair practices, price gouging, and inability to provide services to consumers to the BBB.

For two consecutive days, I attempted to use Lyft to reach my doctor's office before their 3:30 pm closing time. Unfortunately, I encountered issues both times. On the first day, my Lyft ride was inexplicably canceled at 3:10 pm after dropping off other passengers. The next day, three different drivers canceled my ride halfway through. Frustrated, I had to resort to using Uber, which ended up costing me $67 compared to the usual $30 with Lyft. According to an Uber driver I spoke with, some drivers may prioritize Uber rides over Lyft ones, leaving passengers stranded. Despite having quit using Uber last July due to high prices, I now face difficulties getting Lyft rides as well, as many drivers work for both companies. Unlike Uber, Lyft drivers frequently cancel rides, causing inconveniences and potentially harming Lyft's business. Lyft should address this issue promptly to prevent losing more customers and facing potential closure.

I pre-booked a ride to the airport for Sunday, March 21st, between 5:30-5:45 am. The driver, Jon, in a red Hyundai Elantra, informed me he would arrive at 5:57 am but cancelled at 6:00 am, causing me to miss my flight. This issue has occurred before when I had to wait over two hours for a ride at the airport recently. My daughter faced similar challenges. To address these problems, drivers need to be held accountable and ensure timely pickups. If a driver cannot make it, the ride should be reassigned promptly. Unless there is a genuine car issue, a driver should not cancel once they accept the ride. These disruptions cost me money, time, and unnecessary stress.

Upon arriving in Charlotte, NC, I had a Lyft ride scheduled with driver FLOYD operating a Ford Edge with license plate number HLL6349. Despite the confirmation, I observed him driving away from the airport on the map. After waiting for over 30 minutes post-landing, with my luggage and waiting patiently, the ETA kept increasing, ultimately reaching 22 minutes from the initial 12 minutes. When I reached out, he suggested I request another Lyft as he was too far away, even though he was the only available driver, with the alternative being 15 minutes further. After some back and forth, he advised me to cancel the ride, prompting me to screenshot our conversation and record his movements away from me. Disappointed by the service, I resorted to creating an Uber account, who promptly picked me up within 20 minutes and delivered me to my hotel.

Yesterday (3/27), I received a Lyft ride quote of $20 to go home. The driver chose a longer route than the usual 5 miles in San Francisco, as per Google Maps it was 8.7 miles. However, the final route turned out to be 12 miles, resulting in a charge of $58 instead of $20. This was quite upsetting as the driver took a very indirect path, including a major detour and a u-turn, which made me feel nauseous and extended the journey significantly. What disappoints me is that Lyft now shows different prices than what they end up charging, without prior notification of any surge pricing. On the same date, I was also charged $19.99 for a ride shown as $12 without warning. Considering these recent experiences, I'm contemplating canceling my LyftPass subscription.