Wade R.

Scheduled our Lyft ride the night before for 4:00AM to the airport for our international flight to Europe. The next morning 4:00AM came and went before I get a notice that the driver will be here at 4:20. My wife is panicking and I call the driver. The first three times he doesn't answer the 4th he finally does. I politely inform him it's important he gets here soon as we don't want to risk missing our flight. "When will you be on your way?" he says "I don't know, I'm dropping someone off and haven't looked." and he hangs up. Once he finally shows up roughly 20 minutes after the scheduled time he sits in his driver seat rolls his window down and says "trunks full" as we stand there with 4+ suitcases. I'm like, are you serious? "yep" you'll have to find a way to get it in the car. No help from him, I'm scrambling to get everything in his car. No room to spare as bags are on our laps and between us. Couldn't even buckle our seatbelts. He had no empathy whatsoever. Was actually very rude about the entire thing. He drove very slow as to further aggravate us. Then he passes are turn to the terminal. My wife tells him this so he puts it in reverse on a one way.
That morning I left him a one star review and immediately get an email from corporate that he states we damaged his car with a spill on his floor. This car was already dirty as can be and I don't think the floors were very clean to begin with. I replied he obviously is retaliating due to the unfavorable review and lying. We didn't have any thing in his car that could stain his floor. I had a can of sparkling water which I left the can in his door because I was in a hurry and my hands were full. Lyft charged me a $25 damage fee and would not listen or refund this. They stated via email he provided significant proof with a picture of an existing floor stain. They said this will be the last correspondence you get from us. I was totally blown away. I have since reached out to legal and emailed them our experience and concerns with no reply. They never even replied to the review I left which is amazing. Why ask for the customers experience if you don't care. This is what happens when companies get to big and forget who got them there. They lost multiple customers for life due to this situation over $25 dollars. I have told everyone I know and my wife has as well. Hope it was worth it Lyft!