Uber Technologies

Initial Business Response /* (1000, 7, 2015/09/08) */
Uber is always grateful for our riders' feedback so we can improve our performance and make all rides reliably seamless and professional. When this rider reached out to our Community Support Team about this charge, they verified that she did not...

actually take the ride and that the driver likely picked up the wrong passengers. The charge has been completely refunded, along with additional ride credit as a sincere apology for the inconvenience. Our DC Driver Ops have also followed up with the driver to remind him to always confirm the identity of the rider before starting a trip. We hope that this issue has been resolved to our rider's satisfaction, and that she'll ride with us again soon. Thank you very much for the chance to respond.
Initial Consumer Rebuttal /* (2000, 9, 2015/09/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accepted the response because I wanted a refund of 55 dollars for a ride I did not receive. I'm satisfied with the response and hope that this doesn't happen again

Initial Business Response /* (1000, 7, 2015/08/25) */
Uber is grateful for the chance to respond to this issue. When the complainant initially contacted us about the unauthorized charges to her credit card, our Community Support Team asked her for more details of the transaction so that they could...

locate the charges in our system; however, they did not receive further information. Our team has reached out again to the complainant asking for more details so that we may block her card in our system, ban the user and refund the charges. We hope to hear from her soon so we can resolve this issue as quickly as possible, and we truly appreciate her patience and understanding. Thank you again for the chance to reply.

Initial Business Response /* (1000, 5, 2015/07/09) */
When contacted by the writer about this issue, our Community Support Team investigated and found that another Uber user had input their phone number incorrectly. They corrected the wrong number, then removed the complainant's number from the...

account. Our sincere apologies for any distress or inconvenience this has caused.

Initial Business Response /* (1000, 11, 2015/08/31) */
We are terribly sorry to hear about this rider's bad experience on a recent trip. Uber is designed to be a safe, comfortable and entirely cashless system, and soliciting tips or cash payments is expressly prohibited for our partner drivers and...

will lead to deactivation from the Uber platform. Complaining to passengers [redacted] rejecting a ride as too short are also unacceptable. Please be assured that our Dallas Driver Ops have followed up with this driver to take appropriate action. We are very grateful to our rider for bringing this matter to our attention, and we have issued account credit to her as a sincere apology for her bad experience and a thank-you letting us know about it. We hope this matter has been resolved to her satisfaction and that she will continue to ride with us. We are always grateful for our riders' feedback so we can improve our performance and make all trips reliably pleasant and professional, and we truly appreciate the chance to respond to this issue.
Initial Consumer Rebuttal /* (2000, 13, 2015/09/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the fast response and pleased to know that he will no longer be apart of the Uber brand. It's nice to know this matter wasn't taken lightly! Thank you! :-)

Revdex.com
 
The complaint has be resolved with uber. Please delete this complaint from your system.
 
Thanks
[redacted]

Initial Business Response /* (1000, 5, 2015/06/08) */
Unfortunately, because a passenger [redacted] sick in the vehicle, a cleaning fee was added to the fare. Our policy states that in order to be reimbursed for a cleaning fee, a driver MUST provide:
1) A brief description of the incident
2) Clear,...

photographic evidence of the mess
3) The correct customer name and trip ID number
Notification of the incident must be given directly following the trip. The writer states that he cannot say with absolute certainty that this incident occurred while we he and his co-passengers [redacted] in the vehicle. However, immediately 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 policy. He was unable to resume working until his car was professionally cleaned.
Our Cleaning Fee policies are clearly stated in our Terms of Service www.uber.com/legal/usa/terms and on our Rider Support page here https://help.uber.com/h/079c30a4-5bXX-XXXX-b518-3ec9c4310e33. We regret that this situation occurred, and appreciate being given the chance to respond.

Initial Business Response /* (1000, 7, 2015/12/02) */
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 us. We were very sorry to hear about the unauthorized charges to this rider's payment...

method, and completely understand her frustration at being unable to reach our Support Team by phone. Although 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 promptly investigated and confirmed that the unauthorized charge was not he result of a security breach to the Uber system, but that the account had been accessed illegitimately. They changed the log-in information so that any unauthorized users would be logged out, then identified the unauthorized fares and banned the payment method across all Uber accounts. The unapproved fare would have been immediately refunded had the rider's bank not already reversed the charge. The rider's personal information and all payment methods associated with her Uber account have been deleted per her request and in compliance with our Privacy Policy. We sincerely hope that our rider's bank has assisted with any further problems, and that this unfortunate matter has been resolved to her satisfaction. Again, 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.)
I have asked several times for my account to be closed and you guys refuse to. I had to open a brand new checking account which COST me money
Final Business Response /* (4000, 11, 2015/12/09) */
We can confirm that the account and all personal and payment information have been deleted per our Privacy Policy (https://www.uber.com/legal/privacy/users/en).
Final Consumer Response /* (4200, 15, 2015/12/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I went through a big hassle even had to spend money to get a new checking acct

Uber is glad for the chance to look in to this concern. We've reached out to members of our local team, and they've been able to confirm that the information on the website was an out of date promotion. We are sorry for any confusion this may have caused, and have since updated our website to...

reflect the costs of the vehicle inspection in Flagstaff.

Initial Business Response /* (1000, 5, 2015/08/11) */
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. Our Community Support Team has reached out to directly to the complainant asking for more...

information so we may investigate the unauthorized fares and prevent any further charges. We await her response and hope to reach a resolution as quickly as possible. Again, thank you for the chance to reply.

Complaint: [redacted]I am rejecting this response because:I have contacted them via email and no response yet
Sincerely,[redacted]

Initial Business Response /* (1000, 7, 2015/09/17) */
Uber is grateful for the chance to respond to this issue. Our sincere apologies to this rider for the hassle and inconvenience she experienced after her ride on 8/22.
When she initially contacted our Community Support Team about this fare,...

which was excessively high due to a technical error, they immediately adjusted it to the correct amount and refunded the difference, along with additional ride credit in the amount of her overdraft fees. Our records show a refund of $98.02 issued on 8/24. When the rider reported that the refund hadn't appeared in her bank account, our Payments Team followed up with PayPal and confirmed that the refund had been processed and settled. They advised the rider to follow up with her bank if the funds were still not in her account. Again, our apologies for the trouble, and thank you for the chance to reply.
Initial Consumer Rebuttal /* (2000, 9, 2015/09/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/07/23) */
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 charged. In this case, the driver...

contacted us immediately following this rider's trip on 7/12/15 at 12:18 a.m. to report that the rider had spilled a significant amount of liquid on the backseat of his vehicle. He also reported an odor in his car that prevented him from accepting any trip requests or picking up any passengers [redacted] the backseat of his car was cleaned and deodorized. He did not know the rider had brought a beverage into his car and had not given permission to do so. He provided photos documenting the mess in the car, the trip number and a description of the incident per our policy. The rider was immediately sent an updated and itemized receipt. When he contacted our Community Support team inquiring about the adjustment to his fare, he was promptly provided with photos, a further explanation of the charge and a statement of our Cleaning Fee policy.
Our partner drivers' personal vehicles are their livelihood and their source of income. When a rider makes a mess in their car, they are out of business until the mess and smell are gone. Drivers 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 [redacted] an odor-free, clean and comfortable ride. Uber'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 Terms. The 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 normal "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 Account. Such 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 vehicles. A 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 applicable. In most cases, this fee will be between $50 and $200, but the exact amount depends on the extent of the damage. You will always receive an updated receipt with an explanation when this fee is being charged."
We regret that this situation occurred, and again, thank you for the chance to reply.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
https://p4.zdusercontent.com/attachment/_[redacted]
Attached is a picture of the small amount a liquid that got on the front seat, not the back. My wife and kids are witnesses that the driver said he was on his way home and this was his last pick up for the evening. So this small amount of liquid would not prevent him to continue to work. I received a email on 7/13 regarding the fee. At that time I immediately responded back to the email. I requested a picture and a copy of the receipt this driver paid to get this small amount of liquid cleaned up. I emailed everyday until I finally received a response back on 7/17. That's when I was provided with a picture. I still haven't received a copy of the receipt for the cleaning this driver had to pay. After researching people have been charged cleaning fee's due to vomit which they were charged $100 fee. I do understand if this small amount a liquid caused the driver to buy a can a upholstery cleaner for $10.00 and clean his seat. I would understand an adjustment of my fair.

Final Consumer Response /* (2000, 6, 2015/10/09) */
I have heard directly from Uber. They corrected the erroneous credit card charge on Saturday, October 3rd. This complaint has been resolved.
Thank you.

Consumer called to say issue resolved.

Hello, I just got a message regarding my complaint. After receiving it I checked my credit card and it seems the amount of the charge has been refunded. I got no notice from the company about this so I am not sure why this happened. I did dispute the charge on my credit card so I am...

not sure if it can be recharged at a later date. 
Want Revdex.com to have this updated information for their file. 
 
 
Thank you, 
[redacted]
 
[redacted]

Initial Business Response /* (1000, 5, 2015/06/22) */
Uber is grateful for the chance to address our service issues. We have refunded the fare for the trip in question and issued additional ride credit to equal the amount of the promotional offer. Our Community Support Team is still working to...

determine why the rider received this email in error, but we do apologize for the confusion. We hope this issue has been resolved to the customer's satisfaction and that she'll ride with us again soon. Again, thank you for the chance to reply.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Please cancel this complaint, they have reached out and corrected the mistake. 
 
Thank you.

Initial Business Response /* (1000, 7, 2015/12/01) */
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 it. When 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 area. We 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 app. During 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' button. In addition, we require all riders to manually type in and confirm the surge rate when it is over 2.0X. 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 also has a surge drop feature in place, so riders can choose to be notified when the surge pricing ends. A 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 ride. Our records show that the customer was shown the surge notification, then accepted the surged rate of 3.8X at 10:39 p.m. The vehicle class selected for this ride was UberSUV, our premium, higher-priced option that seats up to six passengers.
Our Community Support Team has corresponded with the complainant to explain dynamic pricing and why Uber implements surged fares during especially busy times. Because this was his fifth surged ride, we are unable to make any adjustments to this fare. Again, thank you for the chance to reply.

Initial Business Response /* (1000, 7, 2015/11/01) */
We appreciate the chance to respond to this issue.
Unfortunately, because a passenger [redacted] in the vehicle, a cleaning fee was added to the fare. Uber has procedures and guidelines in place that must be strictly followed when a driver...

submits a request for a cleaning fee and before we determine that a rider will be charged. In this case, the driver contacted us immediately following the trip on 9/16 (1:28 - 1:58 a.m. EST) with documentary photos, the trip number and a description of the incident per our policy. The photos showed an extensive mess on the floor and upholstery of his car, and he was unable to resume working until his car was professionally cleaned and deodorized. The rider was promptly sent an updated and itemized receipt, then upon request provided with the photos and a link to our Cleaning Fee policy (t.uber.com/cleaning-fee). When the rider disputed this charge, our Driver Ops team contacted the driver by phone, and he verified that the trip and the passenger [redacted] were correct.
Our partner drivers' personal vehicles are their livelihood and their source of income. When a rider gets sick in their car, they are out of business and unable to earn money until the mess and odor are gone. Drivers 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 safe and sanitary condition expected of an Uber vehicle. When cars are professionally cleaned, the presence of a biohazard is usually met with an additional charge.
Uber's policies are in place to protect the drivers we partner with and provide their passengers [redacted] an odor-free, sanitary and comfortable ride. Uber'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 Terms. The 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 normal "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 Account. Such 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 vehicles. A 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 applicable. In most cases, this fee will be between $50 and $200, but the exact amount depends on the extent of the damage. You 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.
We regret the incident, and again, thank you for the chance to reply.

Initial Business Response /* (1000, 15, 2016/02/25) */
Uber is happy to have the opportunity to look in to these matters. This partner has come in to speak in person with representatives several times, and they have been able to resolve his issues. We sincerely hope that the matter has been...

resolved to his satisfaction.