Uber Technologies

Initial Business Response /* (1000, 10, 2015/07/08) */
Uber is sorry to hear about the trouble this rider is having with data usage on the Uber app. We ask her to please contact [redacted]@uber.com from the email address associated with her account, and we will gladly look at her case again. We also...

recommend reaching out to her mobile phone service provider for more information about any charges incurred.
Initial Consumer Rebuttal /* (3000, 12, 2015/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Despite of me writing to the service again, Uber this time agrees that there is indeed an account (congratulations!), however, when it comes to the roaming costs, Uber is again either incompetent or unwilling to give a response.
This is what the agent ("[redacted]") wrote this time:

"It is clear that the Uber app requires data and wifi or 3G. Nonetheless, roaming costs as high as $200 within a few seconds are highly unusual. I strongly recommend checking in with your mobile provider and have their customer support investigate this. This is an issue that needs to be resolved on their side as Uber is not responsible for this."
I would like to continue this complaint due to the following reasons
* Roaming costs this high are "highly unusual" - what does that mean? so it can happen? why does Uber not give any data on how much data the app does in fact use? why does it not mention this to users using its services on roaming?
Without proof from their side that the app could not use that much data, this argument is invalid
* Uber again tries to push responsibility to another player (mobile phone provider), rather than addressing issues it caused itself. I have indeed spoken with the mobile phone provider, they can show how much data was downloaded within a few moments - now it is up to the service that caused this to react! (yes my mobile phone provider's data can show how unusual these kind of roaming charges are)
*Lastly, Uber offers no support whatsoever to its users. This complaint has led them to agree that I actually have an account - yet they do not provide any form of a [redacted] as other service providers are expected to do. If such roaming charges for their app are "unusual", it means that they do occur from time to time and that Uber has an obligation to address this issue.
Plus, by stating that accounts do not exist rather than address people's inquiries, Uber shows a childish behavior not worthy of a global business.
For these reasons, I am more convinced than ever that this complaint must be brought forward and Uber must be brought to offer basic services other operators also have to fulfill!!

Initial Business Response /* (1000, 7, 2015/09/02) */
Unfortunately, because a passenger [redacted] on the partner driver's vehicle, a cleaning fee was added to the fare. Immediately following the completion of this trip, the driver contacted us with photos documenting the mess on the exterior of his...

car, the trip number and a description of the incident per our policy. Her was unable to resume working until the mess was cleaned. The 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 car. These vehicles are a driver's livelihood and their source of income. If a rider vomits in or on 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 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 condition.
Uber's policies are in place to protect the drivers we partner with and provide their passengers [redacted] a 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 are sorry that this situation occurred, and appreciate being given the chance to respond.

Initial Business Response /* (1000, 10, 2015/06/24) */
Uber is grateful for the chance to respond to our service issues. Although we currently handle all support requests via email, we do hope to provide phone support in the future. In the meantime, we welcome this rider to contact our Community...

Support Team at [redacted]@uber.com, or just send a reply to the ride receipt. Our team is always glad to help with any questions or problems at all.
We've investigated the trip on 5/2/15 and found that the driver had mistakenly touched "begin trip" in the app before reaching the rider. We have therefore completely refunded the fare for this non-trip and issued additional ride credit as a sincere apology for the inconvenience. We've also reached out directly to the rider to explain how to cancel a trip in the Uber app, and how to to get in touch with our Support Team in the event of any future issues. Our Driver Ops team will also follow up with the driver about the error and mistimed trip.
We truly hope this issue has been resolved to his satisfaction and that he'll ride with us again soon. Again, thank you for the chance to reply.
Initial Consumer Rebuttal /* (2000, 12, 2015/06/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The Uber representative refunded the money and provided a credit. They said to use "[redacted]@uber.com" for the contact email, however, in the past that has repeatedly come back as undeliverable. I'm hopeful that this will actually work if I need to contact customer support in the future.

Initial Business Response /* (1000, 7, 2015/11/29) */
We are grateful for the chance to respond to this issue.
Uber makes every possible effort to reunite riders with lost items (please see our Rider Support Page here: https://help.uber.com/h/cXXXXXXX-Xa85-4e1e-[redacted]). 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 return. 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 via the appropriate authorities, and Uber will always comply with any investigation. Uber has made an earnest effort in good faith and done everything possible to help this rider recover his missing phone, and we regret the frustration and inconvenience he experienced. However, riders are ultimately responsible for their personal items, and Uber does not compensate and cannot be held responsible for lost property, nor for expenses incurred as a result. Thank you again for the chance to reply.

Uber is glad for the chance to look in to this concern. On July 7th, one of our agents refunded this rider for the issue they had with the trip that was begun and ended by the driver-partner before they were in the vehicle. Additionally, we have refunded the rider for the mis-timed trip they...

mentioned in this complaint, and they should receive an updated receipt and a refund within the next 1-3 business days.

Uber is glad for the chance to look in to this concern. This rider was charged no fee for the cancelled trip. We have refunded their fare for the trip that they were charged for due to this negative experience.

Initial Business Response /* (1000, 5, 2015/06/03) */
Uber appreciates the chance to respond to this issue, as the security of our customers' account information is of the utmost importance to us. Our Community Support Team has investigated and found no evidence of a system-wide breach at Uber....

When this rider initially contacted us, we immediately changed the rider's log-in information so that any unauthorized users were logged out, then disabled the rider's payment method to prevent further unapproved charges. The fares in question have been completely refunded, and we stand ready to assist further in any way we can.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Uber did finally refund the money but the statement that they disabled the payment method is incorrect since they allowed two subsequent charges ( one for $770.00) after being notified of the suspected fraudulent activity on the account.
[redacted] is very difficult to deal with as they do not have a phone number so its impossible to talk with a real person. When you do communicate with them via email the reps keep changing and you have to start the process all over again.

Initial Business Response /* (1000, 5, 2015/07/30) */
Uber is grateful for the chance to address any service issues. Our Community Support Team has fully refunded the fare for this trip. We appreciate the rider bringing this matter to our attention, and again, thank you for the chance to...

reply.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/08/06) */
Uber is truly grateful for the chance to address our service issues. Our sincerest apologies to this valued rider for the frustration and inconvenience she experienced during her ride on July 20. When she initially contacted our Community...

Support Team about this matter, they immediately adjusted the fare to what it should have been based on the pick-up and drop-off locations and refunded the difference, along with additional ride credit to thank her for her patience. They then forwarded her feedback to our Chicago Driver Ops, who have since followed up with the driver of the trip and taken appropriate action. Again, we apologize for the inconvenience, and thank you for chance to reply.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Uber, again, has not addressed how they have devalued my time. This ride took an extra 50 minutes, which has not been compensated for. In my correspondence with Uber, I said that I do not wish to have Uber credit as I do not wish to utilize their service after this stressful experience. I would like a refund. It is insulting to the consumer that this ride would be considered full price after this experience; and then to try to have the consumer utilize the service again with credit is poor [redacted] and poor business practice. As the consumer, I feel like I am being taken advantage of and all I ask if that I have a refund for such a terrible experience.

Initial Business Response /* (1000, 5, 2015/07/09) */
Uber is grateful for the chance to respond to this issue. Our Community Support Team has explained to this rider that once a promo code is added to an account, it will apply automatically toward the next trip taken. Riders cannot selectively...

choose which trip it will apply to, and a promotion cannot be re-issued once it has been used. We've directed her to our Rider Help Page (t.uber.com/select-promo) for information about applying Uber's promo codes and our "Give One, Get One" free rides program. Uber is not responsible for any overdraft fees incurred. Again, thank you for the chance to reply.

Final Consumer Response /* (2000, 11, 2015/08/26) */
The business, according to "new information" has cleared my account of the -$250. My account, has, according to Uber been reactivated for use. I have yet to confirm this by successfully getting a ride from location to location.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Initial Business Response /* (1000, 8, 2015/09/24) */
Uber is grateful for the chance to respond to this issue.
Our Driver Ops team has confirmed that this partner driver was not charged a deposit fee for an Uber-issued phone. We provided copies of payment statements that show that no device...

deposit was charged and all earned fares are reflected. We have no way of editing information on pay statements.
Uber is a tip-free system, and additional tip charges are never assessed to Uber riders or paid to drivers. Uber has never promised or made mention of tips appearing in driver payments.
We apologize if our team's efforts to be of assistance in resolving this matter have been unsatisfactory, but Uber has made every effort in good faith to be provide clear information and documentation to this former partner driver. Thank you again for the chance to respond.
Initial Consumer Rebuttal /* (3000, 10, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am very dissatisfied with uber technologies, inc response! Revdex.com they are definitely lying because as you saw in the emails I sent you per conversations that took place between myself and uber they admitted that they would refund me for the uber phone which they did deduct from two of my previous paychecks! I definitely do not believe them when they stated that they have no way of editing their website I mean really what company cannot edit their own website! They deleted the miscellaneous category from which they deducted the uber phone fees from my paycheck because they know that this is evidence against them!! As you also saw Revdex.com by the videos I sent to you that uber is an illegitimate company by how they mistreat their driver employees and rip off their riders all over the country!! As I also mentioned before regardless of what they say uber does owe me $35 additional to the $100 for a whole week of work they did not pay me for which they refused to pay me!! Thank you once again Revdex.com for your response all I want from uber is to pay me the money that is rightfully owed to me and to have no more dealings with this corrupt organization!! Thank you once again Revdex.com for your concerns and cooperation on this urgent matter and have a great day!

Initial Business Response /* (1000, 10, 2015/11/25) */
Uber appreciates the chance to respond to this issue, as the security of our customers' account and payment information is of the utmost importance to us. When this rider initially contacted our Community Support Team, they immediately changed...

her log-in information so that any unauthorized users were logged out, then disabled the payment method to prevent further unapproved charges. The unauthorized fares were completely refunded, and the account and all personal and payment information were deleted per the rider's request. Our sincerest apologies for the hassle and inconvenience, and thank you again for the chance to reply.
Initial Consumer Rebuttal /* (2000, 12, 2015/11/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you.

Initial Business Response /* (1000, 7, 2015/09/17) */
Uber is greatly concerned to hear of this issue, and we appreciate the chance to respond and be of assistance. Our Community Support Team has reached out directly to this complainant to ask for more details of the unauthorized transactions so we...

can investigate further. Our Payments Team has been alerted and stands ready to assist, and we hope to resolve this matter as soon as possible. Thank you again for the chance to reply.

Hello,
 
After filing a complaint with Revdex.com, I also filed another complaint with Uber mentioning their unfair practice regarding their pass. The very same day, Uber finally got back to me and agreed to refund the pass value back to my credit card. It took a few days to process it but now I...

have received the refund.
 
I wanted to let Revdex.com know that they can now close/retract the case as the issue has been resolved. Thank you very much for your help and support.
 
Best,
 
--
Regards,[redacted]

Initial Business Response /* (1000, 7, 2015/09/24) */
Uber is grateful for the chance to respond to this issue.
All metered fare rates for UberTAXI service in [redacted], ** are set by the City of [redacted], specifically the department of Business Affairs & Consumer Protection. Uber has no control...

over that pricing, nor do we have any legal ability to adjust a fare after the fact. City 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 destination.
Our rate information page at uber.com/[redacted] states: "Use Uber to request and pay for a taxi, at standard taxi meter rates plus a $2.00 booking fee. A gratuity is automatically added for the driver. The amount is changeable online and defaults to 20%." Riders may change their default gratuity percentage for uberTAXI trips in the Uber app.
We advise this rider to contact the City via their website (http://www.cityof[redacted].org/city/en/depts/bacp/provdrs/consumer/svcs/consum...⇄ to address any fare disputes. Again, 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.)
This is not what I was told I was never warned by uber when I ordered a cab about any of that.

Initial Business Response /* (1000, 8, 2015/09/17) */
Uber is grateful for the chance to respond to this issue. We have verified that our Chicago Support Center has shipped the complainant's phone via FedEx to her home at no charge. We do apologize for the delay, and we truly appreciate the rider's...

patience as we resolved the problem. Again, thank you for the chance to reply.
Initial Consumer Rebuttal /* (2000, 10, 2015/09/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Uber is glad for the chance to look in to this concern. On July 22nd, one of our agents reached out to this rider in order to provide further information about this difference in the fare. We always encourage our riders to use the fare estimator option in app and to ensure that they're always...

selecting the proper vehicle class before making their request (uberX vs uberSELECT as with this case). We sincerely hope that the outcome of this concern has been to the rider's satisfaction.

Issue has been resolved.