Sylvana M.

This company is a total scam. Myself and my other three girlfriends ordered an Lyft. The driver of our Lyft lost his marbles over us spilling some orange just on his already stained and nasty back seat and started screaming and yelling at us. We got very uncomfortable so we asked him to stop the car and let us out multiple times. He refused, locked all the car doors, and continued to drive on yelling and screaming. We kept asking over and over for him to pull over. He claimed he did not speak English, yet "STOP" is a pretty universal word. After about a mile of continuing on like this, my friend who was riding in the passenger seat forced him to pull over into a parking lot by shoving her hand in his face. He finally slowed down the car and came to a stop. She gave him $20 cash to clean his back seat so that he would just let us out. He snatched the money from her (which come to find out later, is against their policy). We finally get out of the car and start trying to run to safety. He started walking towards us and approaching us. I threatened to call the police, and then he retrieved to his car, opened the trunk and started digging around in it. We were all terrified that he was going to pull out a weapon and come after us since he seemed so unstable. We hid behind a building and attempted to go into the bathroom but the doors were key access only. We all literally saw our lives flash in before our eyes and there was nothing we could have done about it. He finally did go back into his car, but he sad there in it for at least 15 minutes in the dark with all his lights on, not allowing us to get out of where we were hiding. It wasn't until we got another ride to come pick us up did he freak out and drive off when he saw the car come into the parking lot. After all of this, I reported the incident to LYFT right away and they said they would take it very seriously and investigate it. Immediately after reporting it, all the driver information, license number, car description, picture of driver, and everything related to that ride completely got deleted form the app. I called them back to get that information so I can file a police report, they informed me that they could not provide that information as they had to "protect their driver," and clearly didn't care about the safety of their passengers. One day went by and then I find a charge of $50 being charged to my credit card for DAMAGES. I called them to ask them about it, and they said that they were just putting a hold on the card like that while they investigated the issue and that since it was a safety issue that was reported that it was not linked to the damages department so neither department knew what was going on with the other one. They assured me that they would link documentation between the two together so that the safety incident would be taken into account when they make their decision about the damages. That of course did not happen as the next day I saw that the charge was no longer pending but was an actual charge that was made to my credit card company. What's worse in in all of this, is that a week went by and I finally got an email from LYFT updating me on the incident and all it says is that "I can assure you that the concerns you have brought to our attention have been investigated and the necessary actions have been taken." Of course it doesn't say what those actions are or if there was even ever an investigation or what was found. They were so much more concerned with charging money for damages that the safety and well-being of their riders. They refuse to remove the charge of the $50 even after they were informed of the whole incident in detail as well as the fact that the driver willingly and hastily took the $20 cash that my friend handed him. I am wanting to bring awareness to this terrible company, the safety issues it ignores, as well as its terrible customer service.