Uber Technologies

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, 2015/11/01) */
We are truly sorry to hear about the the frustration this first-time Uberer experienced when requesting a ride in SeattleUber'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 of course contact Uber if they feel they have been unfairly chargedIn reviewing this trip, it does appear that the driver was in the location he specified and waited for more than minutesHowever, we have gladly refunded the cancellation fee, along with an additional $credit as a sincere apology for the inconvenience and with the hope that our rider will give Uber another goWe welcome her to reach out directly to our Community Support Team at ***@uber.com (or just reply to the ride receipt) with any questions or problems at all - we're here to helpThank you very much for the chance to reply

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%

Initial Business Response /* (1000, 7, 2015/06/29) */
Uber appreciates the chance to address this issueWe do apologize for the confusion surrounding this promo code, but as our Community Support Team explained to this rider, the Capitol One promo is only available to new Uber users, and since the
rider had taken Uber trips before this one, the code was not validTerms and conditions for this offer can be found on our Rider Support page here: https://help.uber.com/h/eXXXXXXf-eefd-46bX-XXXX-XXXXd7caaHowever, for Uber trips paid for on an eligible CapitalOne card, riders will receive the 1.5% back on the full value of Uber fares in addition to the 20% statement creditAgain, thank you for the chance to reply

Uber is glad for the chance to look in to this concernWe have made an adjustment to this partner's account in order to correct this deficitGoing forward, they'll see positive earnings on their statement

Initial Business Response /* (1000, 10, 2015/12/23) */
Uber's Driver Support team has worked directly with this partner driver to explain our policies and the terms of this incentive offerThank you for the chance to respond to this issue
Initial Consumer Rebuttal /* (3000, 12, 2015/12/24)
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
Their support team explained the terms of the incentive after the factThey failed to explain the full rules up front and I feel they did so on purpose
Again I followed all rules that were given to meWith the information I had at the time (from both an in person conversation with one uber team member and an email conversation with another uber team member) I completed all rules required to receive the full $incentiveThey knowingly withheld information, only to tell me later that I did not qualify for the full incentive
I would like them to stand by their wordIf that's not 'policy' then it should beAlso their support team is rude, lacks empathy and needs a serious training in ***The way their support team has handled the issue has been appalling

Initial Business Response /* (1000, 7, 2015/11/02) */
Our sincere apologies to our rider for the confusion and inconvenience, as the fare adjustment of $for her trip on 10/was unfortunately mislabeled as a cleaning fee
Immediately following this ride, the partner driver contacted our
Community Support Team to let them know that there were more than four passengers ** the tripuberX and UberBLACK trips are designed for up to four passengersIf a party has more than four people, uberXL or UberSUV should be selected to ensure that the riders are connected with a car that will accommodate them allWhen a driver lets us know that there were more than four passengers ** an UberBLACK trip, we will adjust the fare to reflect UberSUV ratesThis policy is in place so that the driver is compensated fairly for the trip
When the rider initially contacted us about this fare, our Support Team apologized for the error and adjusted the fare back to the original charge of $We truly hope that that this matter has been resolved to our rider's satisfaction and that she will continue riding with usThank you very much for the chance to reply

Initial Business Response /* (1000, 7, 2015/08/20) */
Our Raleigh-Durham Operations manager has reached out directly to this driver to review his account and address his concerns about paymentWe sincerely hope to reach a resolution and that this valued partner will continue driving with us
Initial Consumer Rebuttal /* (3000, 9, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** the regonal manager reached out to meDidn't help the situation, just a lot more talkI explained nothing was taken care of, and Uber has not paid for services, as well as new missing payments, This company is an embarrassmentAnd they should be held accountable for their errorsAaron never responded to my reply, and I get a different person, if I do get a replyI am still waiting for unpaid services from UberI am one of many that this has happened toIts very common that different contractors don't get paid for there services, Uber refuses to be responsible for their errors

Initial Business Response /* (1000, 5, 2015/07/14) */
Uber is grateful for the chance to respond to our service issuesWith this rider's assistance, our Community Support Team has corrected the fare for the mis-timed trip and issued additional ride credit as a sincere apology for his inconvenience
and the delay in our response over the holiday weekendOur OC Driver Ops have also followed up with the partner driver about his error in timing this rideWe hope this matter has been resolved to the rider's satisfaction and that he'll ride with us again soon

Initial Business Response /* (1000, 7, 2015/09/09) */
Our Community Support Team has confirmed that this rider's personal information and all payment methods associated with his Uber account were deleted in compliance with our Privacy PolicyThank you very much for the chance to
respond
Initial Consumer Rebuttal /* (3000, 9, 2015/09/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am still able to see my credit card information on the app

Uber is glad for the chance to take another look in to these concernsOn November 1st, one of our agents worked with this rider in order to get this refund, and account issue, taken care of for themIf this rider continues to have issues, we would encourage them to reach out to our support team
via in-app support so we can assist them further

Initial Business Response /* (1000, 7, 2015/10/20) */
We appreciate the chance to respond to this issue
Uber has procedures and guidelines in place that must be strictly followed when a driver submits a request for a cleaning fee and before a rider is chargedIn this case, the driver
contacted us immediately following the trip with documentary photos, the trip number and a description of the incident per our policyThe photos showed what appeared to be a red ink or cosmetic stain on the upholstery of his new car that professional detailers were unable to removeThe rider was immediately sent an updated and itemized receipt, then upon request provided with documentary photos and a statement of our Cleaning Fee policy
Our partner drivers' personal vehicles are their livelihood and their source of incomeDrivers pay out of their own pocket to have their vehicle cleaned on their own time, and they need to be fairly compensated for the cleaning required in order for them to continue to pick up passengers ** the condition expected of an Uber vehicle
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 *** 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 *** 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 regret the incident, and again, thank you for the chance to reply

Initial Business Response /* (1000, 5, 2015/07/02) */
Uber is grateful for the chance to respond to this issue, as the safety and security of our riders is our highest priority
The Uber app is designed with the safety of both riders and drivers in mindUber fares are automatically billed
through the Uber app - no cash is exchangedRiders see the driver's name, license plate number, photo and rating when their trip request is confirmedWe notify our partner drivers to always confirm the identity of their passengers *** beginning a tripMore information about Uber's safety initiatives can be found on our Rider Support Page here: https://www.uber.com/safety
Uber works hard to ensure we have only the safest, most professional drivers on our systemOur record for this trip shows that the driver drove minutes to reach the requester, then sent a text saying that he had arrivedAfter five minutes of waiting with no response, he cancelled the trip and indicated that the rider was a "no-show." This driver indeed drives a Toyota Camry, not a PriusWhen the rider initially contacted us about this issue, our Driver Operations reached out to the driver by phone and email; he affirmed that he never picked up this passenger *** eveningHe also contacted us earlier to report that a rider had called him and accused him of demanding $in cash
We are truly sorry to hear about this issue, and have added ride credit to this first-time Uberer's account with the sincere hope that he will give Uber another tryAgain, thank you for the chance to reply

Initial Business Response /* (1000, 7, 2015/06/02) */
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 us
In this case, this rider's payment method was flagged by our system and her account
was suspended as a security precautionThere was also an outstanding balance on the account which would also preclude her from requesting a rideOur 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, cleared up the arrears and reactivated her account
We do understand that this rider wanted to contact us phone, and her frustration at our email-based support systemThough we don't currently provide phone service (this is something we hope to have soon), our Community Support Team did respond promptly to her request and was able to reach a resolutionWe apologize to this rider for her inconvenience, and have issued her additional ride credit with the hope that she'll ride with us again soon
Initial Consumer Rebuttal /* (2000, 9, 2015/06/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
*** did reply to my emails eventually and resolved my case as stated aboveI am 100% satisfied with this resolutionThank you!

Initial Business Response /* (1000, 7, 2015/09/20) */
Uber appreciates the chance to respond to this issueTo ensure accuracy, Uber fares are determined by the Uber app, not the driverThe fare the rider was charged was our flat rate from HNL to ***, and the destination address is
within the flat rate zoneThe fare is also in accord with an estimate for UberBLACK that the rider received prior to riding using his pick up and drop off addressesAt this time, we consider the matter closedThank you again for the chance to reply

Initial Business Response /* (1000, 9, 2015/12/14) */
Uber is grateful for the chance to respond to this issue, as the safety and comfort of our riders is of the utmost importance to us
We were terribly sorry to hear about this rider's bad experience with Uber, and her disappointment with the
personal response she received from our Support TeamPlease be assured that our SF Driver Ops have followed up with this driver and taken appropriate action, as the attitude and rudeness the rider described are absolutely not tolerated of our partners and can result in deactivation from the Uber platformAlso, they gladly accommodated the rider's request to not be paired with this driver on future ridesWe greatly appreciate her calling this incident to our attention, as feedback from our riders helps ensure that we have only the safest, most professional drivers on our systemThank you again for the chance reply
Initial Consumer Rebuttal /* (3000, 11, 2015/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They lost me as a customer!
The amount of time uber needed to even respond here shows that they have no interest in keeping their customersI am better off using their competitors as their drivers do not use that kind of language with their customers
Waiting months for a comment from uber shows their disrespect for customers! I am disgusted by that company

Initial Business Response /* (1000, 15, 2016/02/25) */
Uber is glad for the chance to take another look a this concernShortly after this case was opened, one of our representatives reached out to his rider via e-mail to provide additional informationWe sincerely hope that the information
provided has helped to explain the resolution

Initial Business Response /* (1000, 9, 2015/08/12) */
Uber is grateful for the chance to respond to this issueOur Community Support Team works hard to reunite riders with lost itemsWhen this rider reached out to us about his missing phone, shirt and cash after his trip on 7/8/at 4:a.m.,
our Community Support Team provided him with the driver's (anonymized) contact information per our policyOur Chicago Driver Ops team also contacted the driver and removed his access to our system while awaiting his responseThe driver was adamant that he did not find any personal belongings in his vehicle after this rideAs a courtesy, Uber has completely refunded the fare for the trip and issued additional ride credit to the rider's account
If a rider believes a driver is in possession of their property but will not return it, they have the right to seek formal litigation through the appropriate authorities, and Uber will always comply with any investigationAs we've explained to the rider, it is strictly against Uber's Privacy Policies (https://www.uber.com/legal/privacy/users/en) to give out personal information of partner drivers to riders, or riders' personal information to driversIf he believes the driver has his phone but is refusing to return it, we have encouraged him to initiate formal litigation via the police about the matterShould he choose to take this action, Uber will comply with any formal requests for information from the correct authoritiesHowever, riders are ultimately responsible for their personal belongings, and Uber cannot be held responsible for lost property, nor for expenses incurred as a resultAgain, we appreciate the chance to reply

Uber is glad for the chance to loo in to this concernIt looks as thoguh the phone number in question has been reassigned to the proper rider, and that trips have been taken on the account since this rider's original concernIf there still seems to be an issue, we encourage the account holder in
question to write in to us at ***

Initial Business Response /* (1000, 7, 2015/10/15) */
We at Uber are truly sorry to hear about this unfortunate situationWe would like to further explain to the complainant how Uber's billing system has been designed with this very issue in mind
Uber riders may not open an account or request
a ride with the Uber app without a valid method of payment on their profileValid payment methods include credit or debit cards, Apple Pay, Google Wallet, etcPrepaid credit cards or gift cards are not acceptable, nor are PayPal or other accounts linked to prepaid cardsIf the Uber system is unable to bill a fare to a rider's payment method due to insufficient funds, the fare becomes an unpaid balance and the account is suspended until the charge has been paidRiders may not request a ride if their account is in arrearsAlso, if a rider's payment profile is in arrears on another account (e.g., a duplicate account has been created, which violates our Terms of Use), both accounts are automatically suspendedAs our Support Team has explained, Uber does not have control over any overdraft fees a bank may assess, and we unfortunately cannot be responsible for these fees, even if they were the result of the use of our serviceHowever, we've advised the complainant to consult with her bank if she chooses to dispute these chargesOur sincere apologies that we could not be of further assistance, and we appreciate the chance to reply