Uber Technologies

Initial Business Response / [redacted] (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] , [redacted] are set by the City of [redacted] , specifically the department of Business Affairs & Consumer ProtectionUber has no control over that pricing, nor do we have any legal ability to adjust a 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 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 $booking feeA gratuity is automatically added for the driverThe 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/consumer_cab_complaint.html) to address any fare disputesAgain, thank you for the chance to reply Initial Consumer Rebuttal / [redacted] (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 / [redacted] (1000, 6, 2015/07/27) */ This rider's account was suspended due to fraudulent activity and will not be reactivatedUber reserves the right to suspend an account that violates our Terms and Conditions (https://www.uber.com/legal/usa/terms)We appreciate the chance to respond to this issue Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/07/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want to keep this polite, but Uber's refusal to explain which of their Terms and Conditions I violated has extremely frustratingI need Uber to explain their justification for confiscating $300+ from my accountSimply saying that I engaged in "fraudulent activity" is far too vague to be helpfulI honestly think this is all a big misunderstanding, but how am I supposed to defend myself against an accusation that is being kept secret? If, as I suspect, Uber suspended my account because one of the gift cards I deposited was purchased with a stolen credit card, IT IS ABSOLUTELY IMPERATIVE THAT THEY TELL ME WHICH GIFT CARD, so that I can attempt to get a refund from the person who sold it to meI have purchased gift cards from multiple different eBay sellers, so it is crucial that Uber share the specific gift card number with me, if this is the problemOf course, if Uber insists on closing my account, they must also compensate me for any confiscated gift credit which was not fraudulent (i.edeposited from gift cards which weren't purchased with reportedly stolen gift cards)I am also sticking to my demand for additional compensation for the poor [redacted] I have received and the time I have been forced to waste taking care of thisI previously requested an additional $on top of the amount of credit that was in my accountNow, I must raise that demand to $200, since I feel that Uber's continued refusal to respond to my requests constitutes willful disrespect for me as a consumer The longer Uber delays, the less likely it is that I will be able to obtain a refund via a chargeback or eBay Purchase Protection claimI need a response ASAP Of course, all of this assumes that I am correct in assuming that all of this stems from a fraudulent gift cardWithout an explanation from Uber, I can't even be sure of that I must reiterate that, if Uber does not either reinstate my account or issue the requested compensation, I will be forced to seek compensation through Massachusetts small claims court, with additional punitive damages, and a lot more inconvenience for both of us Many thanks, [redacted]

Initial Business Response / [redacted] (1000, 7, 2015/09/29) */ 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 usWhen this rider contacted us on 8/5/about the unauthorized charges, our Community Support Team promptly responded asking for more details about the transactions (e.gdate and amount of the charges, card info) so they could locate these charges in our systemUnfortunately, we did not receive a reply from the riderOur team has reached out again to re-request this informationWe await his response and hope to reach a resolution as soon as possibleThank you again for the chance to reply

Initial Business Response / [redacted] (1000, 5, 2015/07/14) */ Uber appreciates the chance to respond to this issue Unfortunately, because a the rider spilled liquid in the driver's vehicle, a cleaning fee was added to the fareUber has strict procedures and guidelines in place that must be followed when a driver submits a request for a cleaning fee and before the rider is chargedIn this case, the driver contacted us immediately following the trip (his last fare had been four hours prior) with photos documenting the mess on the floor of his car, the trip number and a description of the incident per our policyHe was unable to resume working until his car was cleaned A cleaning fee covers cleaning, sanitizing and deodorizing the vehicle, and 100% goes to the driverOur partner drivers' personal vehicles are their livelihood and their source of income, and they are unable to pick up riders with a mess or smell in their car Our Community Support Team has responded promptly to the rider's support requests to clarify the additional chargeUber's 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-b518-3ec9c4310eRiders agree to our right to assess a discretionary cleaning fee when they accept these TermsWe regret that this situation occurred, and again, thank you for the chance to reply Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accepted however I know without a doubt this was a lie by the driverI have requested that I don't ever have that particular driver again and so far Uber has respected that requestThere were of us in the car and no one spilled anythingWe firmly believe the driver made this "mess" on his own and blamed us as a scamSo in short....yes I accepted Uber's explanation but not the driver

Initial Business Response / [redacted] (1000, 7, 2015/08/25) */ Uber is grateful for the opportunity to address our service issuesWhen this rider initially contacted our Community Support Team about the cleaning fee added to his fare, they found that he had been incorrectly chargedThe fee has of completely refunded, along with additional ride credit as a sincere apology for his inconvenienceOur Driver Operations Team will be following up with the driver for this trip to investigate this matter further and ensure that it does not reoccurAgain, our sincere apologies to this rider for the poor experience, and we hope that he'll ride with us againThank you again for the chance to reply Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/08/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) I really appreciate the apology and asking for me to ride with the company againIt was a mistake in which ride was selected on the report and I understand that this happens in data entry/reporting from time to time The last [redacted] rep I dealt with was also extremely helpful in listening to me and reading the e-mails/documents I had to show that this was a mistakeThe previous rep was friendly, but not so attentive and the first rep was accusatory and condescendingThough it was an extremely frustrating experience, I by no means judge the company or its services on one employee or experience They've made things right and am happy to be able to once again take advantage of their great services and recommend them to friends/family

Initial Business Response / [redacted] (1000, 7, 2015/09/08) */ Uber is grateful for the chance to address our service issuesWe are very sorry to hear about the trouble with this mis-timed ride, and that the rider was disappointed with the response she initially received from our Community Support Team Her support request was immediately escalated to a senior team member, who saw that the fare had been incorrectly adjustedAs a sincere apology for the hassle and inconvenience, he completely refunded the fare for the rideThe $credit is still available on the rider's account as wellOur DC Driver Ops have also followed up with the partner driver about his error in timing this rideWe hope this matter has been resolved to our rider's satisfaction and that she'll continue riding with usThank you again for the chance to reply Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/09/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Uber is glad for the chance to look in to this concernAfter this rider submitted their original complaint through our help portal, $in Uber credit was added to their rider account in order to compensate them for this cancellation feeThese credits were then used on a trip this rider took on August 14th

Initial Business Response / [redacted] (1000, 7, 2015/10/21) */ Uber is very grateful for the chance to respond We were truly sorry to hear that this rider wished to close his account, and that he was unhappy with our service and the customer support he received from our teamA senior manager has reviewed our correspondence to see where we had failed or fallen short of our standards, but we found that our team members have responded to him promptly and professionally and refunded fares or cancellation fees upon request In addition, [redacted] is definitely part of the coverage area for Uber [redacted] , and we absolutely provide reliable and abundant service for uberX, uberXL, UberBLACK and UberSUV around the rider's home address When this rider initially contacted us requesting that we delete his account, our Support Team replied, "We are very sorry to hear you wish to leave UberWe've marked your account for deletionThe deletion process will proceed in accordance with our privacy policy." This simply means that the account and all personal and payment information will be permanently deleted in compliance with our Privacy Policy (https://www.uber.com/legal/privacy/users/en)We apologize for any confusion this wording may have caused We can again confirm that this account has been deleted, but should the complainant decide to give Uber another chance, we welcome him to reach out to us at [redacted] @uber.com with any questions or problems at all - we are always happy to helpThank you again for the chance to reply Initial Consumer Rebuttal / [redacted] (2000, 14, 2015/11/11) */ From: [redacted] Sent: Tuesday, November 10, XXXX XX:XX PM To: Revdex.com Subject: Re: Revdex.com Complaint Case# [redacted] (Ref#XX-XXXXXX-XXXXXXXX-X-XXXX) The ongoing issue has been resolved thanks for your prompt attention/response

Initial Business Response / [redacted] (1000, 7, 2015/09/02) */ Unfortunately, because a passenger [redacted] on the partner driver's vehicle, a cleaning fee was added to the fareImmediately 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 policyHer was unable to resume working until the mess was cleanedThe 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 carThese vehicles are a driver's livelihood and their source of incomeIf a rider vomits in or on 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 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 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." We are sorry that this situation occurred, and appreciate being given the chance to respond

Initial Business Response / [redacted] (1000, 5, 2015/07/23) */ We are very sorry to hear about the trouble this rider encountered on his inaugural Uber rideWhen he contacted our Community Support Team about the issue, they verified the correct pick up and drop off locations, then adjusted the fare to better reflect an estimate for the route, along with an additional ride credit as a thank-you for his patienceWe truly appreciate this rider bringing the matter to our attention and giving us the opportunity to improve our service, and we welcome him to contact us with any questions or problems at allWe hope he'll be Ubering with us again soon

Initial Business Response / [redacted] (1000, 8, 2015/09/28) */ 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 itAs we've explained to the complainant, 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 respond to 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 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 [redacted] 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 that provides fare quotes for all available vehicle classes, 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 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 an alternative rideOur records indicate that the rider was shown the surge notification twice, and accepted the surged rate of 3.9X at 12:a.m When the rider initially contacted us about this ride, our Community Support Team confirmed that the fare was correct for the time, distance traveled and vehicle typeIn this case, the vehicle type selected by the rider for her 45-mile trip was UberSUV, Uber's premium, higher-priced optionOur team member explained the rate structures for the different classes of vehicles Uber offers, and that the estimate she cited was for our lowest-priced option, uberX (estimates for all vehicle classes are displayed in the estimate results)They sent a detailed breakdown of the fare and instructed her in how to select a vehicle type in the Uber appAs a courtesy, they adjusted this fare to what it would have been in a lower-priced uberXL option and refunded the differenceUber is not responsible for any overdraft fees incurredThank you again for the chance to reply Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand that I agreed to pay 3.9x the "normal" fare for this trip, but I did not ask for UberSUV and did not need its services, I needed UberX and that is all I wanted and expected to be charged forI appreciate your partial refund, but I still wish to pay for the service I thought was sent to meI would have never gotten in the car if I knew what was going to happen and I'd be charged so muchIt took us quite a while to connect with a driver and my phone died as soon as we got in touch and verified a pipoint that we had to walk miles to get to from the event venueBeing charged $for a ride that cost $a couple hours before would be a huge deal to anyone, let alone the $I was initially charged and I thought I would save money by using your servicesThis was my first time using this app and had heard great things about UberX, like its affordable costs and its convenience, as well as that it would certainly be, "Better, faster and cheaper than a taxi." However, I feel duped and just want to pay for UberX, not UberXL like I'm now being charged for instead of UberSUVAgain, I'm grateful for the partial refund, but would like to get at least half more of my money back ($250: Middle Ground) and/or just charged for the UberX price for my trip that nightPlease sympathize with my situation and refund me to a charge that is more than a fair price of 3.9x the UberX price pointThank you for your help in trying to resolve this situation

Initial Business Response / [redacted] (1000, 5, 2015/06/04) */ We are terribly sorry to hear of the unauthorized charges to the writer's debit cardOur Community Support Team has found that someone gained access to the writer's payment information and created an account using her payment methodWe have suspended this account and blocked the payment method in our systemDue to the severity of this violation, we have advised the complainant to reach out to her financial institution, who should be able to assist with the fraudulent chargesWe regret that we are unable to be of further assistance, and we sincerely hope the writer is able to reach a resolution

Initial Business Response / [redacted] (1000, 5, 2015/08/05) */ Uber is truly grateful for the chance to address our service issues and improve our performanceOur sincerest apologies to this valued rider for the frustration and inconvenience she experienced during her ride on 7/23/When she initially contacted our Community Support Team about this matter, they immediately adjusted the fare to reflect an estimate for the trip and refunded the difference, along with additional ride credit to thank her for her patienceThey then forwarded her feedback to our SF Driver Ops, who have since followed up with the driver of the trip about this incidentWe genuinely hope that this matter has been resolved to her satisfaction, and that she'll ride with us again soon Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Satisfactory response

Initial Business Response / [redacted] (1000, 8, 2015/11/12) */ Uber is very grateful for the chance to respond to this issueOur sincerest apologies to this rider for the inordinate and inexcusable hassle in resolving this issueOur Community Support Team takes pride in responding to any questions or problems promptly and professionally, and we are terribly sorry that that was not the case hereWith the rider's assistance, our Support Team has verified his payment information and reactivated his account, along with an additional $ride credit as a heartfelt thank-you for continuing to ride with us around the worldWe have also taken appropriate action with the team members who initially handled this matter to ensure that the quality of Uber's rider support is consistently up to our standardsAgain, thank you for the chance to reply Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/11/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you very much for taking swift action in this matter and correcting the problem

Initial Business Response / [redacted] (1000, 5, 2015/07/09) */ Uber is grateful for the chance to respond to this issueOur 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 takenRiders cannot selectively choose which trip it will apply to, and a promotion cannot be re-issued once it has been usedWe'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 programUber is not responsible for any overdraft fees incurredAgain, thank you for the chance to reply

Initial Business Response / [redacted] (1000, 10, 2015/07/08) */ Uber is sorry to hear about the trouble this rider is having with data usage on the Uber appWe ask her to please contact [redacted] @uber.com from the email address associated with her account, and we will gladly look at her case againWe also recommend reaching out to her mobile phone service provider for more information about any charges incurred Initial Consumer Rebuttal / [redacted] (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 ("***") wrote this time: "It is clear that the Uber app requires data and wifi or 3GNonetheless, roaming costs as high as $within a few seconds are highly unusualI strongly recommend checking in with your mobile provider and have their customer support investigate thisThis 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 [redacted] 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 [redacted] Uber again tries to push responsibility to another player (mobile phone provider), rather than addressing issues it caused itselfI 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 usersThis 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 doIf 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 / [redacted] (1000, 7, 2015/09/08) */ Uber is truly grateful for our riders' feedback, as it helps us improve our performance and ensure that all trips are reliably pleasant and professional When this rider initially contacted our Community Support Team about a $cancellation fee she felt was unfairly charged, they initially credited the $back to her account for use on future ridesHowever, upon review, our Community Support Team has found that like her complaint states, the driver did not start in the rider's direction for well over five minutes after accepting her trip requestThe $has since been completely refunded, and we sincerely apologize for not spotting this and issuing the refund immediatelyThe $credit is still available to the rider as well Uber's support team is always happy to adjust a fare that is excessively high due to a poor route taken by the driverIn this case, when the complainant wrote us about the trouble she encountered on her trip on 8/8/15, our team adjusted her fare to reflect an estimate based on the pickup and drop off locations and the ideal route for the trip, then refunded the differenceThey then forwarded her feedback to our NYC Driver Ops, who have followed up with the driver about the inefficient route and reported attitudeWe've dropped an additional $credit into our rider's account with the sincere hope she'll continue to ride with usThank you very much for the chance to reply

Initial Business Response / [redacted] (1000, 15, 2016/02/25) */ Uber is glad to be able to address these concernsWe've reached out to this rider via e-mail to address their concerns with them individually We sincerely hope we are able to resolve these concerns to their satisfaction

Initial Business Response / [redacted] (1000, 8, 2015/11/01) */ We are grateful for the chance to respond to this issueWhen this rider initially contacted us about his fare, our Community Support Team reviewed the trip and found that it had been correctly billed at the 2.1X surge rateThey confirmed that the fare was calculated at the standard Ann Arbor rates of $per mile (mi x $= $36.69) and $per minute (33:x $= $6.08), plus the base fare of $(http://www.uber.com/cities/ [redacted] )During surge periods, this is the total that is multiplied by the surge rate in effect at the time, before the Safe Rides Fee and DTW Airport Surcharges are addedThe trip earlier in the day that the rider refers to originated in [redacted] , so it was billed at Uber's [redacted] rates of $per mile and $per minute, with a base fare of $(https://www.uber.com/cities/ [redacted] ), and surge rates were not in effectOur team explained the fare breakdown, re-sent the ride receipt and showed the rider how to obtain a fare estimate prior to ridingAs this was the rider's first surge experience, they adjusted the fare down by 25% and refunded the differenceAgain, thank you for the chance to reply Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/11/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refund acceptedUber's defensive responses are unnecessary, misleading, and deceptiveUber argues that it can charge $per mile for one ride, and then $per mile for the return ride after agreeing to a "2.1x rate"

Initial Business Response / [redacted] (1000, 5, 2015/06/22) */ Uber appreciates the chance to respond to this issueOur Community Support Team reviewed this rider's account profile and found that it was flagged by our system for security reasons, due to multiple accounts on same deviceAs we explained to this rider, Uber works best when an individual has a single accountCreating multiple accounts, or others creating multiple accounts with your promo code, jeopardizes the rider's ability to redeem credits and leads to suspension of the accountWhile we certainly appreciate riders sharing their personal promo code with friends and family, it appears the usage of this promo 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 respond Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I already explained to Uber that I use dual sim phone and it is completely legal to do soHence there isn't anything illegal from my sideIt is bug in their application that they flagged my accountI provided them Id as requested of meThey verified my Id and still refused to honor the promo rideThe issue is with their app, which flags any accountIf using dual sim phones is not allowed, why hasn't Uber mentioned it on their usage policy? They still have no concrete answer as to how this account violates their usage