Lyft Customer Service Issues

Hello, I am a frequent Lyft user. This Monday, around 11:30 a.m., I requested a Lyft ride. The driver took a longer route, turning a five-minute ride into 15 minutes by going around the block unnecessarily. Later, I received an email stating I was in protocol violation, which I dispute. I had my mask on, but the car was dirty, smelly, and hot, causing me to cough (I had COVID-19 in [redacted]). Despite covering my mask and not removing it, I still got the warning. I don't appreciate the accusatory emails, and if you must suspend my account incorrectly, I will switch to Uber. Please do not assign that driver to me again as I found the experience unsatisfactory. Thank you.

I always schedule my rides in advance. Recently, I've noticed that the amount charged at the time of the ride doesn't match what was originally shown when I booked it. For instance, a ride I took last night was supposed to be $13.85 but my Lyft app now shows $20.28. On March 5th, I received an email indicating that the fare had been adjusted from $13.75 to $20.19. This inconsistency in pricing is causing confusion and frustration. I rely on Lyft for frequent work commutes, and as a Lyft Pink pass holder, these unexpected changes are disappointing. I expect transparency and accuracy in the pricing of my scheduled rides. I kindly request compensation for the discrepancies I've encountered in the past week, either through a credit or refund to my card. Your prompt attention to this matter would be greatly appreciated.

I accidentally left my phone in a Lyft this morning, March 8th, at around 9:20 am. I was dropped off at Macarthur Mall and that's where I last had my phone. I don't recall the name or license plate of my driver. My name is Toto, and you can contact me at [redacted] or via email at [redacted] to discuss how I can get my phone back. Thank you.

My friend from Venezuela doesn't speak English. On 3/9/22 at 1:33 pm, I paid for a ride with Eurice from [redacted] Gunn Highway, Hillsborough, FL, to [redacted] Bramblewood Pl, Hillsborough, Florida. She left her briefcase, passport, wallet, vaccination card, driver's license, bank card, and other items. She needs help recovering these belongings. It is troubling that the driver did not attempt to return them. We are seeking assistance to resolve this issue, as it has greatly impacted her daily life. I have pictures from the app showing the driver and ride details, which I can share if needed. Thank you for your help.

I am trying to reach someone for assistance. I encountered an issue where I was charged twice for a ride on 3/7/[redacted]. The first ride was at 7:50 am to work, charged at $37.99. The return ride was at 5:09 pm on the same day, totaling $77.06. This seems excessive. Additionally, there is a pending charge of $37.99, which has already been paid and cleared by my bank. If another charge is made, I will have to report it as an unauthorized payment. Please refrain from charging my card without consent. If this matter is not resolved promptly, I will have to stop using LYFT's service. I am requesting a callback for confirmation that this issue has been rectified. Thank you.

I would like to request a different driver for my rides in the future. This morning, the driver who was assigned to pick me up suddenly disappeared from the app when I was already on my way to meet them. Instead, L. M. accepted the ride. Although she lives very close to me, she takes a long time to leave her house and pick me up. I have tried to cancel her multiple times today to request another driver, without success. This has happened a few times before, and I find it stressful to have inconsistent rides to work. I prefer a calm and reliable experience when traveling. Can you please assign me a different driver for my future rides? Thank you. Pauline R.

Hello, my name is Jodie Graham, and I am a Lyft driver. Yesterday evening, I accepted a ride around 8:00 p.m. EST. The trip was longer than my usual short rides, and when I was more than halfway there, the passenger canceled. I incurred charges for using a toll road, and I would like to request partial compensation for the inconvenience and expenses. I couldn't find a way to contact support through the driver app, so I am reaching out here for assistance. The passenger's name was Cheryl. I appreciate your prompt attention to this matter. Thank you for addressing this issue quickly. Have a good day. - Jodie Graham

I used your app to book a ride. Unfortunately, the driver cancelled just 2 minutes later. Now, the app is asking me to take a photo of myself wearing a mask before I can proceed with booking another ride. I'm concerned about my privacy and security, especially since there have been reports of data breaches. The mask mandate in New Jersey ended recently, and in New York, masks are only required on public transportation. I've already provided my vaccination certifications, so why is the app asking for access to my Personal Identifiable Information (PII)? This goes against Federal law and raises concerns about data security.

During my recent ride, the driver took a longer route due to putting the wrong address into the GPS, resulting in an overcharge. Additionally, the driver behaved inappropriately, causing distress. When I reported the incident, the response was unsatisfactory, stating that I was charged correctly and even attempting to charge me again. This situation has led me to consider escalating this matter to the BBB and filing a police report for what felt like a kidnapping. It's disappointing that this experience has tainted my view of the company, affecting both good drivers and overall service. Regrettably, I will not be utilizing this service again, and I will advise my friends and family against it.

This morning, the app repeatedly dropped my ride with the driver, making me late for work and facing penalties. Yesterday's experience with Lyft was also challenging as I had a scheduled ride between 6:30 am and 6:40 am, but received a notification at 6:10 am that the driver was 1 minute away. Unable to prepare in that short time, I had to cancel the ride, resulting in a $5 charge even though the timing was inaccurate.

Yesterday morning, on 3/21/22, I needed a ride to a medical appointment. Despite being a sporadic Lyft user, I had trouble navigating the app. Initially, I checked the estimated cost of $12.00, but I couldn't find where to enter my destination. Despite attempting to cancel and reorder, a driver named Randy in a silver Prius arrived unexpectedly and charged me $27.73, more than expected. I had received a Lyft email with a 50% discount offer, which I thought would apply automatically. Unfortunately, it didn't. Randy, the driver, was kind and assisted me as a disabled passenger without hesitation. I intended to tip him well but couldn't due to the higher fare. Unable to secure a Sharp van ride back, Sharp arranged a Lyft for me. If more details are needed, feel free to call at [redacted]. Delma Lister

On March 23, [redacted], I booked a ride to [redacted] First Avenue in NYC for the next day. The driver dropped me off at [redacted] First Ave. instead of [redacted] First Ave. at 81st Street, which I had reserved. Despite my clarification, the driver insisted I was mistaken, took my cell phone to check my reservation, then changed the destination to 81st Street and First Ave., charging me more than my original booking. Feeling upset by this dishonesty, I am hesitant to use Lyft in the future. When I requested my phone back, the driver claimed he needed more time with it. I believe someone with such deceitful behavior should not represent Lyft. I urge you to investigate this matter before I consider using the service again.

I recently received an email from Lyft stating that I have violated their safety guidelines, which is inaccurate. On March 13th, I called for a Lyft and when the car arrived, it briefly stopped and then drove away within 10 seconds while I was standing by a garbage can in front of my house. I later realized the driver left because I had not yet confirmed that I was wearing a mask. I was not physically close to the vehicle when this alleged safety concern was raised. This situation has occurred twice now - previously, a driver reported a similar issue as I walked towards the car without a mask but had put it on before entering. I am concerned about how I can resolve this issue with Lyft as it seems to be a misunderstanding. Thank you. - C.

Hello, I hope you are well. I am a Lyft driver who recently had my account deactivated due to what I believe are false and unreasonable claims. The situation arose because I declined to take passengers to multiple destinations for free. Upon picking up the passengers, I noticed a strong smell of alcohol and marijuana. I apologize for any confusion in expressing that. My job with Lyft is crucial for supporting my children, and I take my responsibilities very seriously. It is disheartening that my livelihood could be taken away so suddenly when I strive to provide excellent service. Unfortunately, I am unable to find a phone number to contact Lyft for assistance. I am seeking an alternative method to reach them for resolution. Thank you for your time and understanding.

I asked a Lyft driver to pick me up by the elevator in the parking garage because of my mobility issues. However, the driver did not come up to get me, and I got charged $5 for a cancellation fee. I tried requesting another Lyft, but the same driver was assigned and once again did not come to pick me up, insisting I come down instead. As I am in a wheelchair and need a wheelchair accessible ride, I specified the pick-up location for this reason. Despite explaining my situation, the driver left again, and I was charged another $5. One of the charges was refunded, but I am still charged for the other. It's frustrating to be penalized for a cancellation when I clearly stated my need for assistance and the driver ignored it. This experience is disheartening, and if this is the type of service Lyft supports, I will have to reconsider using their services in the future.

I have noticed delays in the background check process, and I am frustrated with the lack of updates. Despite spending over $[redacted] on the business license and additional supplies, such as cleaners and masks, I have not received any indication of any issues. I have even taken extra security measures like having an internal video system in place, but I have not received any feedback or answers from the provider.

Dear Lyft, I recently got a notice on March 28, [redacted], that my account got temporarily suspended as a result of a mistaken claim from a passenger. Despite following guidelines and regulations by canceling the ride, my account remains suspended. I provided a detailed report of the incident but have not received any further communication. I would appreciate it if you could update the relevant team about this matter promptly. I believe my account should not be suspended since I acted correctly in this situation. Thank you.

On 3/30/22, I requested a ride from West Ave in Turlock to Walmart on Fulkerth and back. The initial fee displayed was $9.99, and the ride took 20 minutes. However, upon checking, I saw that I was charged $15.77 instead. Throughout the day, from 1 pm to 8 pm, I attempted to book a ride multiple times. Even though I selected XL rides for up to 5 people and clearly mentioned in the notes that there were 4 passengers, two drivers arrived and denied the ride due to the number of people. Both times, I was charged a $5 fee for the canceled trips. Despite texting the drivers right after requesting the ride to notify them of the passenger count, the miscommunication persisted. While I received a refund for one of the $5 charges, the other one remains unresolved. I urge for a prompt resolution to this matter as it is frustrating that the company's drivers are not coordinating or reviewing the notes provided before accepting the ride requests.

I had a Lyft ride on March 31st with a driver named Wayne. He was unpleasant, complained, and left me at [redacted] West Tuscarawas in Canton, Ohio without waiting for me to get money from an ATM. Although Lyft charged me, they only refunded $5. This experience caused me anxiety and a rise in blood pressure. I believe I should not be charged for the ride due to the driver's behavior and the inconvenience caused. I request a refund and will reconsider using Lyft in the future.

Dear Lyft, On March 28, [redacted], I was notified that my account has been temporarily suspended due to a false claim made by a passenger. I promptly reported that I canceled the ride following regulations and guidelines. I provided a detailed account of the incident but have not received any follow-up communication. I believe my account should not be suspended as I acted appropriately. I even visited the location where the false claim occurred to request access to surveillance footage with a Lyft investigator present. I am willing to cooperate further to resolve this matter. Please contact me so we can review the footage together. If it turns out that I made a mistake, I accept the consequences. Thank you for addressing this issue promptly.