Uber Technologies

Initial Business Response /* (1000, 7, 2015/10/22) */
Uber is truly grateful for the chance to address any service issues and improve our performance, and 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 to thank him for his patienceThey then forwarded his feedback to our Orlando Driver Ops, who have since followed up with the driver of the trip about improving his city knowledgeWe genuinely hope that this matter has been resolved to our rider's satisfaction, and that he'll ride with us again soon
Initial Consumer Rebuttal /* (2000, 9, 2015/10/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks

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!!!

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

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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Uber is glad for the chance to look in to this concernThe e-mail address that this rider has written in with does not have an order for this amount associated with it. This charge comes from a separate Uber account that shares a payment method with your accountOur privacy policy permits us
to let you know that the account holder's first name is ***The individual who placed this order should write in to our support team so we can provide additional information regarding this order if they had permission from the account holder to use the card

Initial Business Response /* (1000, 7, 2015/12/27) */
We are grateful for 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 2.0XThe 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 4.2X at 2:a.mCST
The Uber app does implement GPS to ensure that drivers always take the most efficient route possibleIf a rider asks the driver to take a specific or preferred route, the driver should absolutely complyWe are always glad to adjust a fare that is excessively high due to an inefficient route taken by the driverOur Support Team has reviewed this trip and found that while the route could have been different, the fare amount falls below an estimate based on the pickup and drop off locations
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 the rider's first surge experience, they have adjusted the fare down by 25% as a courtesy and refunded the differenceAgain, thank you for the chance to reply

Uber is glad for the chance to look in to this concernOn March 24th, one of our agents reached out to this rider via e-mail in order to resolve this concern for themWe sincerely hope that this resolution has been to their satisfaction

Initial Business Response /* (1000, 5, 2015/06/22) */
Uber is grateful for the chance to respond to our service issuesWhile Uber hopes to provide phone support in the future, we currently handle all support requests via emailOur Community Support Team works hard to reply to all requests as
quickly and efficiently as possible, and we truly appreciate this rider's patience while we investigated this matter
When the rider contacted us about this non-trip, we found that the driver had mistakenly tapped on "begin trip" instead of "cancel," so a fare was incurredWe completely refunded the fare and sent an updated receipt, and have issued additional ride credit as an apology for the inconvenienceOur Driver Ops Team has followed up with the driver about the error as well
We greatly hope this issue has been resolved to the customer's satisfaction and that he will ride with us again soonAgain, thank you for the chance to reply

Initial Business Response /* (1000, 7, 2015/09/29) */
Uber appreciates the chance to respond to this issueThis partner driver applicant's background check is still under reviewThis can take 21+ days to complete due to large backlogsWe appreciate the writer's patience as we finish the process,
and thank you again for the chance to reply

Initial Business Response /* (1000, 10, 2015/12/14) */
Uber is grateful for the chance to respond to this issue, as the security of our riders' account and payment information is of paramount importance to us
When the complainant initially contacted our Community Support Team, they found that
there were no charges or trips on his account, and no associated accounts or profiles linked to his payment method (PayPal)As this does not appear to be a PayPal transaction, they have requested additional credit card information so that our Payments Team can identify the $charge in our system and prevent further unauthorized activity on the Uber platformWithout this information, they are not able to locate the charge as it did not originate from the complainant's accountIn the meantime, they have advised the rider to contact his bank about this chargeThank you again for the chance to reply
Initial Consumer Rebuttal /* (2000, 12, 2015/12/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It turns out that they charged my wife on her 'first ' ride, which they advertise is freeSo this was why I was seeing it in my accountWe share a bank accountRather than open up a new dispute, I'm ready to move past it

Initial Business Response /* (1000, 7, 2015/07/30) */
Uber is very sorry to hear of the frustration this rider experienced on his inaugural Uber trip and the delay in resolving the issue with his bankWhen initially contacted by the rider, our Community Support Team adjusted the fare for an
inefficient route taken by the driver, then, when the rider reported that his driver accepted cash, completely refunded the fare charged to his payment method and added a credit to the rider's account in the amount of the cash that was exchangedOur Driver Ops team has followed up with the partner driver on this trip, as Uber is designed to be a cashless system and it is unacceptable for partner drivers to request a cash paymentAgain, our apologies to this rider for the poor experience, and we do hope he'll give us another chance and ride with us again
Initial Consumer Rebuttal /* (3000, 12, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am sorry for the lateness of the response, I didn't see this I thought adding the note to the account was all I neededHowever the response to me in not acceptableAs I outlined in my complaint (and I have the emails to back this up) the company said they would be refunding back to me the money that was taken by the driverI am not interested what-so-ever in a creditAnd in regards to the statement from the company, that is either or was never conveyed to me at all.They did refund back the charge that went on my card but I was never offered a credit until the final email before I filed my complaint and that credit was only for dollarsI don't want a credit, I want my money returned to me either in check form or in a correct refund to my bankI don't believe this is an unreasonable request

Initial Business Response /* (1000, 7, 2016/01/05) */
We are grateful for the chance to respond to this issue
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 commitment *** If a driver is running more than five minutes behind the provided ETA, a cancellation fee will not be chargedRiders may always contact Uber if they feel they have been unfairly charged for any reason
When this rider initially contacted our Community Support Team about a cancellation fee, they credited the amount of the fee back to her account per our policyThen, at the rider's request, they refunded the charge completelyWe hope this matter has been resolved to the rider's satisfaction and that she will continue Ubering with usThank 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.)
I am not asking about a rider cancellationI am asking about a driver cancellationIf a driver cancels, why is the rider being charged? It's one thing if he cancels because the rider is not present at the location, but that isn't what I've been told by UberUber has told me that the rider is always charged a fee when a driver cancels after minutes, no matter what

Initial Business Response /* (1000, 5, 2015/07/22) */
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 photos showing the rider vomiting in the car, the trip number and a description of the incident per our policyThe vomit was on both the interior and exterior of the car, and the driver was unable to resume working until his car was cleanedThe 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 incomeWhen a rider gets sick in their car, they are out of business until the mess and odor are goneDrivers pay out of their own pocket to have their vehicle cleaned, 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 *** an odor-free, sanitary 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."
As the complainant states, riders may absolutely dispute these charges with their bank; however, if a fare is charged back, it shows as an unpaid balance on the their account, and riders may not request a ride when their account is in arrears
When this rider contacted us about the lost purse, phone, etc., our team immediately responded with the driver's contact information, then followed up with the driver to see if he'd found the items in his carUber makes every possible effort to reunite riders with lost items (please see our Rider Help Page here: https://help.uber.com/h/cXXXXXXX-Xa85-4e1e-bcf4-a0b2ab2642e3)Drivers partner with Uber as independent contractors, but if a rider leaves an item behind, Uber does everything it can to help retrieve it and facilitate a returnHowever, riders are ultimately responsible for their personal belongings, and Uber cannot be held responsible for lost property, nor for expenses incurred as a result
Uber is very sorry to hear about this rider's frustration, but we do feel that our team has responded promptly and professionally to all of her inquiriesWe regret the incident, and again, thank you for the chance to reply
Initial Consumer Rebuttal /* (3000, 7, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Legally, I am entitled to proof of how a $fee is justifiedUber has FAILED to provide me with any documentation which justifies a $feeI will be taking this matter to small claims court and will be contacting the press, the Attorney General, and any other consumer rights advocates I can find
Additionally, if I dispute a charge with my bank (which is my right to do) Uber has no legal standing to tell me that I am in "arrears." If my bank investigates a claim and finds that the business was unjustified in deducting unauthorized funds from my account, then I am NOT in arrears and would not owe Uber a pennyIn fact, if my bank sided with me, it would prove that Uber was deceitful in withdrawing unauthorized funds from my account
I think Uber needs to hire some better attorneysIt obviously has no idea how to run a business, doesn't understand CA law, and does not have a clue about how to treat customers
Figure it out Uber, are your drivers independent contractors or not? If they are, then why are you involved in a payment dispute? Shouldn't the driver be responsible for this complaint? I guess the Supreme Court will figure that out for you in the near future
Again, I want the unauthorized $fee refunded to my bank account immediately

Initial Business Response /* (1000, 7, 2015/11/01) */
We are grateful for 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 surged periods so that riders can make an informed choice whether or not to use Uber
To ensure accuracy, Uber's fares are determined by the app, not the driverPlease find attached a picture of a surge notification in the Uber appDuring periods of surge pricing, it is not possible for an Uber passenger ** take 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 dynamic 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 another rideOur records show that the rider was shown the surge notification twice, then accepted the surged rate of 7.8X at 12:p.m
When the rider initially contacted us about this fare, our Community Support Team reviewed the trip and confirmed that the fare was correct for the time, distance traveled and vehicle typeBecause this was the rider's first surge experience, they adjusted the fare down by 25% as a courtesy and refunded the difference, along with a $creditThey also forwarded the negative feedback on the driver's navigational skills to our Driver Ops team, who have since followed up with the with the driver about the rider's complaintsAgain, we appreciate the chance to reply

Hello
I would like to withdraw a complaint that I made against Uber Technologies on Sept21st as the matter has been resolved. I don't have the claim number. How should I go about withdrawing the complaint
Thank you
*** ***

Initial Business Response /* (1000, 8, 2015/11/18) */
We are very grateful to have reached a resolution with our valued ridersThank you very much for the chance to reply
Initial Consumer Rebuttal /* (2000, 10, 2015/11/24) */
(The consumer indicated he/she ACCEPTED the response from the
business.)
Uber was quick to respond to the issue and resolved the problem to my satisfactionI was very impressed with how they rallied after the initial disappointing responseI consider the case closedThank you for your help

Initial Business Response /* (1000, 5, 2015/08/25) */
Uber appreciates the chance to respond to this issueOur Community Support Team has reviewed this rider's account and found that the usage of this promo code 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 Consumer Rebuttal /* (3000, 7, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not violate any Terms of Service yet they are saying I didThey disabled the ability to use promotions on my accountHorrible ***

Initial Business Response /* (1000, 7, 2015/11/25) */
Our sincere apologies to this rider for the confusion surrounding the "Breakthrough" promotional partnership with National Geographic in NYCWe are truly sorry if our Community Support Team did not sufficiently clarify the terms of this offer
for her, or if NatGeo's street team gave her incorrect information
As Uber's team has explained, when a rider entered the BREAKTHROUGH code, the ride was not automatically freeRather, the code unlocked a special Breakthrough option in the vehicle selection slider at the bottom of the appIf one of those cutting-edge vehicles was available, a ride in it would be freeOtherwise, the regular rates for standard vehicles would applyComplete information can be found here: https://newsroom.uber.com/***
We have issued a $ride credit to this rider as a sincere thank you for her understanding, and with the hope that she'll ride with us againThank you very much for the chance to respond to this issue
Initial Consumer Rebuttal /* (2000, 9, 2015/12/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 18, 2015/08/26) */
Uber is grateful for the chance to respond to this issueAs our Community Support Team has explained to this rider, Uber is unable to accept prepaid credit cards as a payment methodWhile there is a non-prepaid debit card on his account, we
were unable to process the payment for his last ride with it, and Uber riders may not request a ride when there is an outstanding balance on their account (the system has tried unsuccessfully to bill this charge five times between 7/and 8/11)The rider had requested that we bill that fare to a different card on his account, but we were unable as it was a prepaid/gift cardOur team has shown the rider how to update his payment method and settle the unpaid fare so he can request a ride once againAgain, thank you for the chance to reply
Initial Consumer Rebuttal /* (3000, 20, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I used an adp debit cardMy pay check goes to that card therefore it is not a prepaid debit cardIt is also a visa, which they claim to acceptIt is not my fault if they do not accept my card or my cashI ask for a full refund and a free ride for inconvenience