Uber Technologies

Initial Business Response / [redacted] (1000, 15, 2016/02/25) */ Uber is grateful for the chance to respond to this issueWe have communicated with this rider in regards to these concerns previouslyWe sincerely hope that the matter has been resolved to their satisfaction

Initial Business Response / [redacted] (1000, 7, 2015/10/14) */ Uber is grateful for the chance to respondWhen a rider cancels a ride more than five minutes after the request is accepted and confirmed, a $cancellation fee is charged in order to compensate the driver for his or her time when committing to a pickup (https://help.uber.com/h/ [redacted] ) While we hope to provide phone support in the future, we currently handle all support requests via emailWhen this rider initially contacted us about this charge, our Community Support team explained our cancellation policy for future reference and gladly refunded the $feeWe hope that this matter has been resolved to his satisfaction and that he'll Uber with us again soon

Initial Business Response / [redacted] (1000, 5, 2015/07/30) */ Uber is grateful for the chance to address any service issuesOur Community Support Team has fully refunded the fare for this tripWe appreciate the rider bringing this matter to our attention, and again, thank you for the chance to reply Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/31) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Uber is glad to have the chance to look in to thisOn April 14th, one of our agents reached out to this individual in order to assist them further with this concernWe sincerely hope that this concern will be resolved satisfactorily

Initial Business Response / [redacted] (1000, 15, 2016/02/26) */ Uber is happy to have the opportunity to address these concernsWe've previously reached out to this rider to explain policy regarding these matters, and the decision that was made

Initial Business Response / [redacted] (1000, 10, 2015/11/25) */ Uber is grateful for the chance to respond to this issue, as the security of our customers' account and payment information is of paramount importance to usWe were very sorry to hear about the unauthorized fares on this rider's account, and completely understand her frustration at being unable to reach our Support Team by phoneAlthough Uber currently handles all support requests via email, we do hope to have phone support in the near future so that we can more efficiently serve our riders in distressing situations like this one When the rider initially contacted us, our Community Support Team asked for verification that the rider was the account and cardholder per our policyWe completely understand the concern about providing us with photo ID and credit card verification via email, but when we make this request, we do instruct riders to obscure any sensitive information on their identification and all but the last four digits and expiration date on the credit cardWe are relieved to hear that she has been able to completely resolve this matter with her bankPer the rider's request, the account and all personal and payment information have been deleted in accordance with our privacy policyOur sincere apologies for the hassle and inconvenience, and again, thank you for the chance to reply

Uber is glad for the chance to look in to this concernOne of our agents explained previously to this rider that they requested this trip trip as an uberSUV tripThis vehicle class has higher rates than your uberX trip, which is reflective on the Fare Estimator in the appIt has also been explained to this rider that since we have previously made adjustments for them for this reason, we are unable to adjust the fare of this tripWe always encourage our riders to use the fare estimator tool before making their request, and to compare the different options to make sure they're paying the price that works best for them

Initial Business Response / [redacted] (1000, 7, 2015/10/31) */ Uber appreciates the chance to respond to this issue, as the security of our customers' account information is of the utmost importance to usOur Community Support Team takes great pride in responding to our riders' questions or problems quickly and efficiently, and we are truly sorry for the inordinate delay in resolving this matterWhile there is no evidence of a system-wide breach at Uber, our Support Team found that someone had accessed this account illegitimatelyThey changed the rider's linformation so that any unauthorized users were immediately logged out and advised him to change his password [redacted] Any unapproved charges would have of course been completely refundedThey also added a $credit as a sincere apology for the delay in our responseWe can confirm that the account and all personal and payment information have been deleted in accordance with our privacy policyThank you again for the chance to reply Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/11/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not a formal letterPlease provide a formal letter so that I may dispute any future claims against my financial history from this company

Complaint: [redacted] I am rejecting this response because: even though I appreciate the quick response, the considerate, professional action to take would be to honor the advertised free inspection because it was still on your web siteI believe it's a small price to pay for the inconvenience caused me and the convenience given you by me bringing it to your attentionI had to wait several days for responses and this has taken up more time than I would have liked it toI think it would build employee and customer confidenceSincerely, [redacted]

Initial Business Response / [redacted] (1000, 7, 2015/11/01) */ Uber is grateful for the chance to address this issue, as the security of our customers' account and payment information is of the utmost importance to usOur Community Support Team has strongly advised this rider to contact his card-issuing bank or financial institution immediately if he believes that his payment method has been compromisedThe bank will able to reissue the card to prevent any further unauthorized usage and reverse the unapproved chargesAgain, we appreciate the chance to respond Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/11/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Uber is saying it is not their responsibility to stop these fraudulent charges to my credit cardI am NOT the Uber rider that has initiated these charges, I do NOT have an Uber account, nor have I ever used their serviceit is up to Uber to have their rider correct the issue and change the payment method their customer is using fraudulentlyBottom line---UBER has not resolved the issue

I received a full refund to my credit card from Uber I appreciate your time and help resolving this issue

Initial Business Response / [redacted] (1000, 7, 2015/07/09) */ Uber is grateful for the chance to address this issue, as the security of our customers' account and payment information is of the utmost importance to usIn this case, this rider's payment method was flagged by our system and her account was suspendedOur system's safeguards are in place to protect our riders from any unauthorized use of their account or payment methodWith the rider's assistance, our Support Team has verified her payment information and reactivated her accountAs the rider states, Uber riders may not request a ride when their account is in arrearsAll outstanding balances have now been settled and the account is now in good standingWe do apologize for the delay in reaching a resolution and have issued ride credit to this valued Uberer as a sincere thank-you for her patienceAgain, we appreciate the chance to respond Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this for many reasonsLike I mentioned I did provide all the requested verification information, and my account was active all for it to be disabled again hours later, not even giving me the option to payI must have sent out over a dozen emails begging someone to respond to my issueMeaning this got sent out (hopefully) to more than one support team memberI heard nothing for a day and a halfWhen I had originally sent this complaint, this issue was happeningThe lack of communication your support team provides will be your greatest downfall in this company

Initial Business Response / [redacted] (1000, 5, 2015/07/05) */ Uber's Community Support Team has responded to this rider's initial support request about this issue, and provided instruction on how to prevent any further unsolicited textsWe sincerely apologize for the inconvenience Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/07) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 7, 2015/09/09) */ Uber appreciates the chance to respond to this issueWhen this rider initially contacted our Community Support Team about his fare, they reviewed the trip and found that the driver did not tap "End Trip" at the rider's destination as he should haveIn accord with our policy, they ran an estimate for what the ride should typically cost based on the pickup and drop off locations, the ideal route for the trip, and selected vehicle class (in this case, the rider chose uberXL, a larger, SUV-type option), and received an estimate of $They adjusted the fare to that amount and refunded the difference, along with additional ride credit as a sincere apology for the inconvenienceThey also forwarded the rider's feedback to our LA Driver Ops, who followed up with the driver about his error in timing the rideAgain, thank you for the chance to reply

Initial Business Response / [redacted] (1000, 5, 2015/08/06) */ Uber is truly grateful for the chance to address our service issuesOur sincerest apologies to this valued rider for the frustration and inconvenience she experienced during her ride on July When she initially contacted our Community Support Team about this matter, they immediately adjusted the fare to what it should have been based on the piand drop-off locations and refunded the difference, along with additional ride credit to thank her for her patienceThey then forwarded her feedback to our Chicago Driver Ops, who have since followed up with the driver of the trip and taken appropriate actionAgain, we apologize for the inconvenience, and thank you for chance to reply Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Uber, again, has not addressed how they have devalued my timeThis ride took an extra minutes, which has not been compensated forIn my correspondence with Uber, I said that I do not wish to have Uber credit as I do not wish to utilize their service after this stressful experienceI would like a refundIt is insulting to the consumer that this ride would be considered full price after this experience; and then to try to have the consumer utilize the service again with credit is poor [redacted] and poor business practiceAs the consumer, I feel like I am being taken advantage of and all I ask if that I have a refund for such a terrible experience

Uber is glad for the chance to look in to this concernOn November 19th, one of our agents reached out to this rider, in order to provide more information about the credits added to their accountIf this rider has any other concerns about these credits, or anything else, we encourage them to reach out to us via our in-app support options

Initial Business Response / [redacted] (1000, 7, 2015/09/27) */ Our apologies to this partner driver applicant for any unwanted emails he has received during the onboarding processWe have unsubscribed him from our SMS list, which will prevent any further texts from Uber

Initial Business Response / [redacted] (1000, 5, 2015/08/16) */ Uber appreciates the chance to respond to this issueOur Community Support Team has reviewed this rider's account profile and found that the usage of this promo is in violation of Uber's Terms of Service (https://www.uber.com/legal/usa/terms) Unfortunately, we won't be able to honor the value of the promotionAgain, thank you for the chance to reply

Initial Business Response / [redacted] (1000, 7, 2015/07/08) */ Our DC Driver Operations team has worked directly with this partner driver to address his concerns about his insurance claimWe sincerely hope to reach a resolution and that this valued partner will continue driving with us Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/07/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) The DC team ? I was contacted by someone in California who transferred me too an outsourced company to provide less than half the costs of repair I was supposed to receive the full estimate of repair costs so I could fix the damage to my car The representative said they would continue to contact the rider of the incident and report and progress or lack there of I haven't received a [redacted] in a month now All I am hoping for, is to have the remaining monetary funds deposited into my account so I can move forward with repairs

Uber is glad for the chance to look in to this concernOne of our agents has reached out previously to this rider in order to explain how surge pricing worksAt over a 1.5x surge, riders have to manually enter and accept the surge amountOn this trip, which had a surge multiplier of 4.9x, we see in our systems that the rider entered and agreed to this surge amount 2:AMIf riders do not wish to pay surge pricing, they can always ask to be notified when surge goes down in their area