Uber Technologies

Initial Business Response /* (1000, 15, 2016/02/25) */
Uber is happy to have the opportunity to look in to this furtherWe have reached out to the rider directly via e-mail to address thisWe sincerely hope that the matter has been resolved to her satisfaction

Complaint: ***I am rejecting this response because: there was no notification or acceptance of surge pricing and I was not made aware of this until I received the receipt.Sincerely,*** ***

Complaint: ***I am rejecting this response because:They did not resolve the issue, and have wasted my time sending canned responses that don't apply to this situation AT ALL.Sincerely,*** ***

Initial Business Response /* (1000, 7, 2015/07/22) */
We are terribly sorry to hear that this rider was unhappy with the response she received from our Community Support TeamIt was an honest misunderstanding with our representative, who absolutely did not intend to be condescending or insulting
in any wayUber takes great pride in the courtesy and professionalism of our support team members, and we sincerely apologize for any offense that was caused
After the initial interaction, our representative apologized and escalated this issue to a senior manager, who explained to the rider that all classes of vehicles may not be available at all timesShe then acknowledged that the rider generally opts for uberX rather than UberBLACK, and as a courtesy adjusted the fare to reflect uberX rates and refunded the difference
Uber makes every effort to ensure that the Uber app is as clear as possible about which vehicle class is being selected for a trip, and what the rates are for that optionThe app also features a fare estimator, which this rider used to obtain a quote for UberBLACK prior to ridingHer final fare was within the range of the estimate she received
Again, our apologies to this valued riderWe hope that this issue has been resolved to her satisfaction and that she will ride with us again
Initial Consumer Rebuttal /* (2000, 9, 2015/07/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 7, 2015/07/20) */
Uber is grateful for the opportunity to address this issue, as the security of our customers' account and payment information is of the utmost importance to us
Our Community Support Team has been corresponding with this rider about the two
trip requests on the evening of 6/29/As we've explained, the trip requests he reported as fraudulent came from a device that is associated with his accountIn addition, a fare estimate was obtained prior to the second ride request at 11:p.m., and the destination address given is common to nearly all other trips in this rider's account history
As a courtesy, we have refunded the fare and cancellation fees, but we remind this rider that account holders are also responsible for maintaining their account security, and ultimately for the rides on their accountAgain, thank you for the chance to reply
Initial Consumer Rebuttal /* (2000, 9, 2015/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Protect your customer login credentials better, stop trying to pin this security issue that your organization has been aware of for the longest on the end-user
Take ownership of the issue at hand and strengthen your security
- Trips were not scheduled from an account related device as the app wasn't even running at the time the trips were scheduled
- Your representatives stated the trips were going to the "Home" address on file, in which none of the records produced by Uber state otherwise
- Stop falsifying/altering records as any future/similar incidents like this will immediately result in legal action

Initial Business Response /* (1000, 5, 2015/08/12) */
Our sincere apologies to this first-time Uberer for the frustration he experienced when requesting a ride in Washington, DC
Uber's cancellation policy states that riders may cancel their ride without charge for up to five minutes after the
request, but after five minutes a fee is charged to compensate the driver for his or her time and commitmentRiders may always contact Uber if they feel they have been unfairly charged
In this case, it appears that the driver was unable to locate the rider based on the pick up location given in the requestWhen the rider contacted us about the cancellation fee, our Community Support Team credited the $back to his account, informed him of our cancellation policies and instructed him on how to connect with his driver on future trips
We have since reached out to the rider to completely refund the fee and explain how to more accurately pinpoint his location to ensure a seamless pickupThe $credit remains on his account, and we truly hope he'll use it to give Uber another tryWe hope this matter has been resolved to his satisfaction, and thank you for the chance to respond

Initial Business Response /* (1000, 7, 2015/11/25) */
Uber is very grateful for the chance to respond to our service issuesOf course, if a rider has a preferred route, the driver should absolutely take that routeUber holds its partner drivers to a high standard of professionalism and courtesy,
so, to that end, our Omaha Driver Ops Team has followed up with this driver to take appropriate action
We are always happy to adjust a fare due to an inefficient route taken by the driver, as was the case hereWhen the rider initially contacted our Community Support Team, they immediately adjusted the fare to reflect an estimate for the ride using the ideal route and refunded the difference, along with additional ride credit as wellWe hope this matter has been resolved to the customer's satisfaction and that he will continue to ride with usThank you again for the chance to reply

Uber is glad for the chance to look in to this concernOn November 8th, one of our agents reached out to this partner in order to assist them further with the matter of this cancellation fee, and was able to provide a refund to themIf this rider has any further questions or concerns, we encourage
them to reach out to our in app support so we can help!

Initial Business Response /* (1000, 15, 2015/12/14) */
Uber is grateful for the chance to respond to this issue
Unfortunately, because a passenger vomited in the driver's vehicle, a cleaning fee was added to the fareImmediately following the completion of this trip, the driver contacted us
with photos documenting an extensive mess on the floor, upholstery and door panels of his car, and provided the trip number and a description of the incident per our policyHe was unable to resume working until the mess was professionally cleaned and deodorizedThe rider was immediately sent an updated and itemized receipt, the driver's photos and a statement of our Cleaning Fee policy
A cleaning fee covers required cleaning, deodorizing and sanitizing the carThese vehicles are a driver's livelihood and their source of incomeIf a rider vomits in their car, they are out of business until the mess and smell are goneDrivers pay out of their own pocket to have their vehicle cleaned on their own time, and they should be fairly compensated for the cleaning required in order for them to continue to drive and pick up other riders in a safe and sanitary conditionThe cost of a full detail is usually in excess of $and the presence of biological waste is usually met with an additional $charge
Uber's policies are in place to protect the drivers we partner with and provide their passengers with a clean and comfortable rideUber's Cleaning Fee policies are clearly stated in our Terms of Service (http://www.uber.com/legal/usa/terms) and on our Rider Support page (https://help.uber.com/h/***-5bXX-XXXX-b518-***)When Uber riders sign up for an account, they agree to abide by the Terms of Service, including our right to assess a discretionary cleaning fee when they accept these TermsThe section header "Repair or Cleaning Fees" states the following:
"You shall be responsible for the cost of repair for damage to, or necessary cleaning of, Third Party Provider vehicles and property resulting from your use of the Services in excess of "wear and tear" damages and necessary cleaning ("Repair or Cleaning")In the event that a Third Party Provider reports the need for Repair or Cleaning, and such Repair or Cleaning request is verified by Uber in Uber's reasonable discretion, Uber reserves the right to facilitate payment for the reasonable cost of such Repair or Cleaning on behalf of the Third Party Provider using your preferred payment method designated in your AccountSuch amounts will be transferred by Uber to the applicable Third Party Provider and are non-refundable."
Our Rider Help page states:
"The drivers that we partner with work hard to maintain clean vehiclesA clean up fee for cosmetic or physical damage to the interior or exterior of the vehicle incurred as a result of events such as vomiting or pet accidents will be assessed and charged when applicableIn most cases, this fee will be between $and $200, but the exact amount depends on the extent of the damageYou will always receive an updated receipt with an explanation when this fee is being charged."
We are sorry that this situation occurred, and appreciate being given the chance to respond

Initial Business Response /* (1000, 8, 2015/12/17) */
Uber is grateful for the chance to respond to this issueOur Driver Ops team has worked directly with this partner driver to address her concernsWe sincerely hope that the matter has been resolved to her satisfaction
Initial Consumer
Rebuttal /* (2000, 10, 2016/01/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Uber finally paid after a Revdex.com complaintSad it had to go this far to get somewhere

Initial Business Response /* (1000, 7, 2015/10/22) */
Uber is grateful for the chance to address this issue, as the security of our riders' account and payment information is of the utmost importance to usWhen this rider initially contacted our Community Support Team, they changed her log-in
information so that any unauthorized users were immediately logged out, then identified and completely refunded the unapproved faresThey also strongly advised her to contact her debit card-issuing bank immediately if she believes her payment method has been compromisedWe truly hope that this matter has been resolved to the rider's satisfaction, and again, we appreciate the chance to reply

Hi,
UGAM resolved my issue - thank you so much for your help
*** ** *** ***

Initial Business Response /* (1000, 7, 2015/10/31) */
We are grateful for the chance to respond to this issueAlthough Uber currently handles nearly all support requests via email, we do hope to offer phone support in the near future so that we can more efficiently serve our riders in situations
like this oneHowever, our Community Support Team takes great pride in responding to our riders' questions or problems quickly and professionally, and we are truly sorry that that was not the case hereWe can confirm that the gift card has been completely refunded, along with additional ride credit as a sincere apology for the for the inordinate delay in resolving this matterThank you again for the chance to reply

Initial Business Response /* (1000, 17, 2016/03/17) */
Uber is glad for the chance to look in to this concernWe've recently reached out to the rider regarding this trip, in order to address this issue with them individuallyWe sincerely hope the matter will be resolved to their satisfaction

Initial Business Response /* (1000, 7, 2015/12/13) */
The unauthorized fare has been completely refundedWe sincerely hope that this matter has been to the complainant's satisfaction and that she will ride with us soon,

Initial Business Response /* (1000, 7, 2016/01/05) */
We appreciate the chance to respond to this issue
Uber implements dynamic pricing to ensure that riders always have a ride available when they need itWhen the supply of cars gets tight, we choose to raise rates incrementally as a means of
making sure that enough drivers are available to accommodate the demand in the areaWe are adamant about being upfront and clear about our fare pricing during these surge periods so that riders can make an informed choice whether or not to use Uber for their trip
Please find attached a picture of a surge notification in the Uber appDuring periods of surge pricing, it is not possible for an Uber passenger ** request a ride without first approving the current rates and tapping the 'I ACCEPT HIGHER FARE' buttonIn addition, we require all riders to manually type in and confirm the surge rate when it is over 2.0XThe Uber app features a fare estimator, and quotes received during surge periods will always factor in the rate increase in effect at that timeThe app also has a surge drop feature in place, so riders can choose to be notified when the surge pricing endsA reminder of the rate increase is also included in the driver's confirmation notice, should the rider choose to cancel the trip at no charge and seek an alternative rideOur records show that the customer was shown the surge notification, then accepted the surged rate of 4.0X at 7:p.mEST
Our Community Support Team has corresponded with the complainant to explain dynamic pricing and why Uber implements surged fares during especially busy timesBecause the rider has experienced surge pricing on many previous trips, we are unable to make any further adjustments to this fare per our policyThank you again for the chance to reply
Initial Consumer Rebuttal /* (3000, 9, 2016/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It seems they are using a generic responseTheir so called dynamic surcharge, no other car services has this and that is why Uber is losing customers
They say "The Uber app features a fare estimator, and quotes received during surge periods will always factor in the rate increase in effect at that time."
The app does not give a fare estimate, it only gives a notification that you will be charged multiple times but it won't give you the amount you will be charged and standing outside in degree weather I do not have time to calculate how much they are going to chargeMaybe they need to show that in their app the exact the amount it will costCharging me close to $for a minute ride is insaneThe last years I have taken Uber and I had no problem, but now I'm taking Lyft and guess what?? They do not have your so called DYNAMIC PRICING bsThat is why they are taking over the market
I would have been okay with $30, $but $you are ripping people off!

Initial Business Response /* (1000, 7, 2015/08/16) */
Uber is grateful for the chance to respond to this issueOur Community Support Team has completely refunded the fare for this mis-timed trip, along with additional ride credit as a sincere apology for her inconvenience and the regrettable delay
in reaching a resolutionOur *** Driver Ops have also followed up with the partner driver about his error in timing this rideAgain, thank you for the chance to reply

Initial Business Response /* (1000, 7, 2015/09/28) */
Uber is grateful for the chance to respond to this issue, as the security of our customers' account and payment information is of the utmost importance to usWe were very sorry to hear about the unauthorized charge to the complainant's credit
card, and completely understand his frustration at being unable to reach us 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 oneAlso, we sincerely apologize for the delay while our payments specialists investigated the unapproved charges
Uber's Community Support Team has informed the complainant that his credit card was compromised outside the Uber systemThey blocked the credit card from any further transactions on the Uber platform and permanently banned the account that had added it to their payment profileThey strongly advised him to contact his card-issuing bank or financial institution immediately if he believes that his payment method has been compromised; the bank will able to reissue the card to prevent any further unauthorized usage and reverse the unapproved chargeUber is unable to refund that charge at this time, as it has already been charged backWe sincerely hope that the complainant has been able to completely resolve this matter with his bankAgain, thank you for the chance to reply
Initial Consumer Rebuttal /* (3000, 9, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No one from Uber's Community Support Team informed me of anythingThis is the first reply that I've received concerning this matter
Uber has basically resolved themselves of this matter and told me to deal with my bankUber should be dealing with my bank not meMy time is just as valuable as Uber isUber needs to be proactive in assisting with people with their challenges until the issue is 100% resolved to the client satisfaction

Initial Business Response /* (1000, 8, 2015/11/24) */
Uber is grateful for the chance to respond to this issue
Unfortunately, because a passenger *** in the driver's vehicle, a cleaning fee was added to the fareImmediately following the completion of this trip, the driver contacted us
with photos documenting the mess on the interior of his car, the trip number and a description of the incident per our policyHe was unable to resume working until the mess was professionally cleaned and deodorizedThe rider was immediately sent an updated and itemized receipt, then upon request provided with the driver's photos and a statement of our Cleaning Fee policy
A cleaning fee covers required cleaning, deodorizing and sanitizing the carThese vehicles are a driver's livelihood and their source of incomeIf a rider vomits in their car, they are out of business until the mess and smell are goneDrivers pay out of their own pocket to have their vehicle cleaned on their own time, and they should be fairly compensated for the cleaning required in order for them to continue to drive and pick up other riders in a safe and sanitary conditionWhen a car is professionally cleaned, vomit is considered a biohazard and most shops will charge an extra $100-$on top of their standard detailing fees for the presence of biological materialsMuch of the clean up effort for incidents like this is also the smell, as most passengers *** tolerate even a faint odor
Uber's policies are in place to protect the drivers we partner with and provide their passengers *** a clean and comfortable rideUber's Cleaning Fee policies are clearly stated in our Terms of Service (http://www.uber.com/legal/usa/terms) and on our Rider Support page (https://help.uber.com/h/079c30a4-5bXX-XXXX-b518-3ec9c4310e33)When Uber riders sign up for an account, they agree to abide by the Terms of Service, including our right to assess a discretionary cleaning fee when they accept these TermsThe section header "Repair or Cleaning Fees" states the following:
"You shall be responsible for the cost of repair for damage to, or necessary cleaning of, Third Party Provider vehicles and property resulting from your use of the Services in excess of "wear and tear" damages and necessary cleaning ("Repair or Cleaning")In the event that a Third Party Provider reports the need for Repair or Cleaning, and such Repair or Cleaning request is verified by Uber in Uber's reasonable discretion, Uber reserves the right to facilitate payment for the reasonable cost of such Repair or Cleaning on behalf of the Third Party Provider using your preferred payment method designated in your AccountSuch amounts will be transferred by Uber to the applicable Third Party Provider and are non-refundable."
Our Rider Help page states:
"The drivers that we partner with work hard to maintain clean vehiclesA clean up fee for cosmetic or physical damage to the interior or exterior of the vehicle incurred as a result of events such as vomiting or pet accidents will be assessed and charged when applicableIn most cases, this fee will be between $and $200, but the exact amount depends on the extent of the damageYou will always receive an updated receipt with an explanation when this fee is being charged."
We are sorry that this situation occurred, and appreciate being given the chance to respond

Initial Business Response /* (1000, 7, 2015/09/02) */
Uber is grateful for the chance to respond to this issueOur Community Support Team has reviewed this trip and confirmed that the fare is correct for the time, distance traveled and vehicle type, and in accord with an estimate for the ride
based on the pickup and drop off locationsThe rider used the fare estimator feature in the app prior to riding, and his final fare falls within the range of the quote he receivedOf course, if a rider has a preferred route, he or she is welcome to let the driver know, and the driver should absolutely take that routeHowever, since that was not the case here and the fare corresponds to the estimate, we are unable to make any further adjustmentAgain, thank you for the chance to reply
Initial Consumer Rebuttal /* (3000, 9, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for spending me handling this caseThe fare estimator feature in the Uber app prior to riding actually gave the exactly same route as Google map didI have the Google map screen shot as a proof, but Unber just did not want to take a lookI can see that Uber's theory is basically that it is legitimate for an Uber driver to take a poor route on a good traffic day as long as the fare ends up within their fare estimation range, which can easily vary by XX-XXX%