Uber Technologies

Initial Business Response /* (1000, 5, 2015/08/06) */
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 an extensive mess in the interior of his
car, the trip number and a description of the incident per our policyThe rider was promptly 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 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 *** 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-b518-3***)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, 5, 2015/07/05) */
Uber is grateful for the opportunity to address our service issuesIn this case, the rider was billed for a cleaning fee, but upon further investigation, our Support Team found that he had been mistakenly chargedThe fee has been refunded in
full, along with additional ride creditWe will be following up with the driver for this trip to investigate this matter furtherWe sincerely apologize for this rider's inconvenience and hope that he'll ride with us againAgain, thank you for the chance to reply

Initial Business Response /* (1000, 7, 2015/11/29) */
Uber is truly grateful for the chance to address our service issues
We are always glad to adjust a fare if an inefficient route is taken by the driver, and we're very sorry that that did not happen immediately when this rider initially
contacted our Community Support Team about this rideWhile the amount was higher than expected due to the vehicle selection of UberBLACK and a 1.8X surge rate in effect at the time, it is clear upon review that the driver did not take the most direct route to the rider's destinationWe have adjusted the fare to reflect an estimate based on the ideal route, and also reduced it further by 25% as this was the rider's first surge experienceWe have also added an additional $credit to the rider's account with the sincere hope that she will ride with us againAgain thank you for the chance to reply

Initial Business Response /* (1000, 7, 2016/01/05) */
Uber is grateful for the chance to respond to this issue
Our sincere apologies to this rider for the frustration she encountered in trying to update her payment method and reinstate her accountA senior member of our Payments Team has
reached out directly to this rider to correct the problemWe hope to reach a resolution as soon as possible and that this valued rider will continue Ubering with usThank you again for the chance to reply
Initial Consumer Rebuttal /* (3000, 9, 2016/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received an email from a representative of Uber who kindly apologized and said that she had canceled the outstanding amount so that I could now go back to the website and add my new credit cardHowever, when I tried to do so, it would not let me add my new credit cardI received a message that said the card had already been addedthis despite the fact that my new card was not on my payment profileI tried once again to delete the old (expired) credit card, but was unable to do that eitherI wrote the representative back a couple of days ago informing her of this, but have heard nothing backIt seems Uber is not investing adequately in *** or in the technical maintenance of its website and thus has not been able to resolve the problemI am still unable to use Uber on account of this problemLyft is a viable competitor, but it would be nice to have both options

Initial Business Response /* (1000, 7, 2015/11/22) */
Uber appreciates the chance to respond to this issueWhile we hope to provide phone support in the future, we currently handle support requests via email, and our Community Support team makes every effort to reply to support requests promptly
and efficientlyThe fare for this trip has been fully refunded, and we hope that this matter has been resolved to our rider's satisfactionThank you again for the chance to reply
Initial Consumer Rebuttal /* (2000, 9, 2015/11/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I would like to cancel my complaint (ID: ***), they finally sent my promo codeThank you
Sincerely, *** ***

Initial Business Response /* (1000, 15, 2016/02/26) */
Uber is glad for the chance to take another look a this concernWe have previously reached out to this individual via e-mail in order to address this issueWe sincerely hope that the matter has been resolved to her satisfaction

Initial Business Response /* (1000, 7, 2015/10/21) */
Uber is grateful for the chance to respond to this issue, as we work hard to reunite riders with lost itemsWhen this rider reported that his driver had not met their appointment to return his brand new Apple headphones and that he was unable
to contact him, our Lost Items Team reached out to the driver, who promptly returned the headphones to our Long Island City officeThey contacted the rider to let him that they had been returned and confirmed that they were unopened and undamaged, then shipped them to him at no costWe're very pleased to have resolved this matter and we hope our rider will continue Ubering with usThank you again for the chance to reply

Uber is glad for the chance to take a look in to this concernWe've reached out to this driver one on one via e-mail in order to assist themWe sincerely hope that this matter will be resolved to their satisfaction

Initial Business Response /* (1000, 15, 2016/03/17) */
Uber is Glad for the chance to look back in to thisIn December, after this case was openedour team worked with the rider and provided the requested informationThe rider later wrote in letting us know that their item had been returned to
them

Hi yes, redact my resolution as needed fit Revdex.coms scope and abilitiesThe incident occurred on 7/26/for a total of 45.02.
*** ***

Initial Business Response /* (1000, 7, 2015/12/02) */
Uber appreciates the chance to respond to this issueOur Community Support Team has explained to this rider that unfortunately, for UberTAXI service in ***, **, all metered fare rates are set by the City of ***, specifically the
department of Business Affairs & Consumer ProtectionUber has no control over that pricing, nor do we have any legal ability to adjust the fare after the factCity regulations state that trips to the suburbs are the straight metered rate to the city limits and then the straight metered rate PLUS one half the straight metered rate from the city limits to the suburb destinationOur website does not offer fare estimates for Taxis as these rates are set by the CityWe have directed this rider to the City's website (http://www.***/svcs/consumer_cab_complaint.html) to address any fare disputesAgain, thank you for the chance to reply
Initial Consumer Rebuttal /* (3000, 9, 2015/12/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The recent class action law suits regarding Gratuity disclosure of rates filed by individuals is more trouble for Uber I will never user Uber again

Initial Business Response /* (1000, 7, 2015/11/25) */
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
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 2.0XDuring surged periods, the fare estimator in the Uber app will *always* factor in the rate increase in effect at that timeThat rate does not change once the rider selects "REQUEST." The 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 2.6X at 1:a.m
Our Community Support Team has corresponded with the complainant to explain dynamic pricing and why Uber implements surged fares during especially busy timesBecause this was his first surged ride, we have added credit to his account in the amount of 25% of the total fareAgain, thank you for the chance to reply

Initial Business Response /* (1000, 5, 2015/07/08) */
Uber appreciates the chance to respond to this issue, as we are adamant about being upfront and transparent about our fare pricing
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 estimates 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 3.4X at 2:a.m
Unfortunately, because passengers *** sick in the vehicle, a cleaning fee was added to the fareImmediately following the completion of this trip, the driver contacted us with photos documenting the mess in the interior of his car, the rider's name and trip number and a description of the incident per our policyHe was unable to resume working until his car was professionally cleaned
A cleaning fee covers required cleaning, deodorizing and sanitizing the carThese vehicles are a driver's livelihood and their source of incomeWhen they are unable to drive due to a mess or biohazard in their vehicle, they are unable to make moneyDrivers pay out of their own pocket to have their vehicle cleaned and they do need to 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
When Uber riders sign up for an account, they agree to abide by the Terms of Service, including the cleaning fee which can be viewed here: https://www.uber.com/legal/usa/termsOur Terms and Conditions under the section header Repair or Cleaning Fees state 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 Cleaning Fee policies are also clearly stated on our Rider Support page here: https://help.uber.com/h/079c30a4-5bXX-XXXX-b518-3ec9c4310e
We are sorry that this situation occurred, and again, thank you for the chance to reply

Initial Business Response /* (1000, 8, 2015/09/03) */
Our sincere apologies to this rider for delay in our response to his support requestUber's Community Support Team replied to him the following day and completely refunded the cancellation fee, along with additional ride credit as a sincere
thank-you for his patienceThey also forwarded his feedback to our Montreal Driver Ops team, who have followed up with the driver about this subpar experienceWe genuinely hope that this matter has been resolved to our rider's satisfaction, and that he'll continue Ubering with usThank you very much for the chance to respond
Initial Consumer Rebuttal /* (2000, 10, 2015/09/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 7, 2015/09/06) */
Uber is grateful for the chance to address our service issuesWhen this rider initially contacted us about the fare for his trip, our Community Support Team responded immediately to let him know that he was charged the Boston-to-Providence flat
rate of $for uberXThe fare is also in accord with an estimate he received prior to ridingWe are always happy to adjust a fare that is excessively high due to a poor route taken by the driver; however, since it was a flat fee, the fare was not affected
Please be assured that our Boston Driver Ops have followed up with the driver about the poor navigation on this ride, and the fact that he nearly caused his passenger ** miss his train - both of which are unacceptable and not at all up to Uber's standardsWe do apologize to our rider for the hassle and inconvenience, and we have issued additional credit as a sincere thank-you for bringing this to our attentionWe hope that this matter has been resolved to his satisfaction and that he'll ride with us again soonThank you again for the chance to reply
Initial Consumer Rebuttal /* (3000, 9, 2015/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If the driver would have said that the flat rate was $151, I would have taken the Greyhound or used LyftWhy was it not $for my ride from***, ** to ***, ***? That trip was $West ***, *** is to min from ***, ***I expected to pay double but not 5x what I paid from*** to ***The worst of it all is that the driver, again, never saidThis is a flat rate ride of $Is that ok with you? You better believe I would never had taken that rideThis is why myself, my company, and everyone I know is avoiding Uber and using Lyft
Final Business Response /* (4000, 11, 2015/09/10) */
Uber is adamant about being upfront and transparent about our fare pricing, and we do realize that alternative transportation options are available to our ridersTo ensure accuracy, Uber fares are determined by the Uber app, not the driverAgain, this rider received a fare estimate prior to this trip, and the fare he was charged is within the range of the quote he receivedAt this time, we consider the matter closed

Initial Business Response /* (1000, 16, 2015/12/23) */
Our records show that a rider with the complainant's name, phone number and email address has taken five trips in the Orlando areaThere are also numerous accounts linked to theirs by either device or payment methodIf the complainant
believes that any fares charged to their payment method are fraudulent, we urge them to contact our Community Support Team at ***@uber.com so that we may investigate furtherThank you very much for the chance to reply
Initial Consumer Rebuttal /* (3000, 18, 2015/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've contacted them numerous times and they want me to send me a picture of my card and drivers license , that's not proper security

Uber is glad for the chance to look in to this concernOne of our agents is currently working with this individual in order to resolve this issueWe sincerely hope that their help has been satisfactory

Uber technologies has contacted me directly and resolved the issue for meI was able to get the $refund requestedThank you!
Sent from my iPhone

Initial Business Response /* (1000, 5, 2015/07/09) */
Uber greatly appreciates this rider calling these issues to our attention, as feedback from riders helps us keep all Uber trips seamless and ensure that we have only the safest, most professional drivers on our systemWhen the rider has
contacted our Community Support Team about problems with a trip, they have reviewed the fares to make sure they were correctly billed for the time and distance travelled and in accord with an estimate for the routeThey gladly adjusted a fare for time and distance travelled, and followed up with the driver about the rider's concernsTolls are charged automatically by our system, not the driver, so we've refunded the tolls as requested and issued additional ride credit as an apology for the inconvenienceWe welcome this rider to contact us if anything about a trip is ever less than Uber-perfect - our team wants to know about it and is always happy to helpAgain, thank you for the chance to reply
Initial Consumer Rebuttal /* (3000, 7, 2015/07/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm tired of hearing "tolls are charged automatically." How are they charged "automatically" if I'm not going through a toll??? No one is answering this questionSo basically what they're saying is if you get too close to a toll, their system is going to automatically charge youEven if you didn't actually take the toll? I'm sorry, but that DEFINITELY is a major flaw in that system and that needs to be fixed ASAPIf I'm not using a toll, then don't charge a toolPERIOD!!!