Uber Technologies

Uber is glad to look in to this concern. On July 3rd, one of our agents reached out to this individual in order to provide more information and to get this concern resolved for them. If there other concerns this rider has, they can refer back to this e-mail in order to get a resolution.

Initial Business Response /* (1000, 7, 2015/11/30) */
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.
Uber's fares are determined by the app, not the driver. 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. During surged periods, the fare estimator in the Uber app will *always* factor in the rate increase in effect at that time. That rate does not change once the rider selects "REQUEST RIDE." 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 2.1X at 1:11 a.m.
Our Community Support Team has corresponded with the complainant to explain dynamic pricing and why Uber implements surged fares during especially busy times. Again, thank you for the chance to reply.

Initial Business Response /* (1000, 7, 2015/07/30) */
We're truly sorry to hear about the frustration this rider encountered with her Uber account. Our Community Support Team has reached out directly to her to help fix the problem with her log-in information (in this case, an incorrect email...

address), and issued additional ride credit with the hope that she'll take a ride with us soon. Again, thank you for the chance to reply.
Initial Consumer Rebuttal /* (3000, 9, 2015/08/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Uberdoes not seem to understand I can't even access the service. They responded to two emails but did not fix the problem. I cannot log on because it states incorrect password. I click on link and no email is ever sent back to me actually allowing me to reset password [redacted] quit responding to my emails. I asked that my email address credit card info and .mobile number be removed however they haven't and don't respond. does not respond to such requests and I have all the emails to show that. Why can't they delete my information. My mobile I'd XXXXXXXXXX.
I have never gotten this situation corrected. All they keep doing is sending me the link which I never get to reset password. It doesn't work.
Final Business Response /* (4000, 11, 2015/08/16) */
Hi, [redacted]! [redacted] with Uber here. I'm not sure if you received my email from 7/30 (I just re-sent it), but I've corrected your account information, and you should be able to log in and request a ride with no problem. You still have a $20 credit on your account as well. Please reach out to me directly at [redacted]@ext.uber.com if you are still having problems and I'll be happy to help. If you'd still like to delete your account, I can assist with that too. Thank you!
Hi [redacted],
We've received your complaint with the Revdex.com, and I wanted to write to say how sorry I am for the frustration you encountered in trying to use Uber for the first time. I think I can see what happened - there was a typo in your email address (verizon.neR rather than verizon.net), so that prevented you from signing into your account. I'm so sorry we didn't catch that when you first wrote in!
I've corrected the email and changed your password ** "[redacted]" and you should now be able to log in a request a ride with no problems. (Don't forget to change your password ** something unique once you're logged in successfully!) I've also dropped a $20 credit in your account as a sincere apology for all the hassle. You can also enter the promo code [redacted] to get your first ride free up to $20 (the $20 credit will still be there). If you'd still like to delete your account, I can certainly help with that, but I do hope you'll give us another chance and take a ride.
Again, I'm so sorry for the trouble, and please don't hesitate to reach out to me directly if you have any other questions or problems at all.
All the best,

Complaint: [redacted]I am...

rejecting this response because: it did not fully address my complaint. Uber is still charging me surge pricing even though it was my third attempt to request an Uber at the time surge pricing began. I had two Uber drivers cancel my ride at the standard rate, therefore I should not be paying any surge pricing at all. At this point, Uber still owes me a refund. Sincerely,[redacted]

Initial Business Response /* (1000, 7, 2015/08/26) */
We are terribly sorry to hear about this rider's bad experience, and her disappointment with the response she received from our Community Support Team. Please be assured that our NYC Driver Ops have followed up with the driver for this trip...

about the reported attitude, unsafe driving and asking for cash - all of which are not tolerated of our partner drivers - and taken appropriate action. The fare for this ride has been completely refunded, along with additional ride credit with the sincere hope that this rider will give Uber another chance. 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 /* (3000, 9, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have only received a $20 refund, and I have not received ride credit either. I paid $44.75 through my PayPal and $40 in cash, for a total of $84.75. Please respond.

Initial Business Response /* (1000, 7, 2015/12/07) */
Uber appreciates the chance to respond to this issue. When the riders initially contacted our Community Support Team, they completely refunded the fare for this ride as a courtesy. However, we are unable to offer any further compensation (please...

see "TERMS OF LIABILITY" at https://www.uber.com/legal/usa/terms). Thank you again for the chance to reply.
Initial Consumer Rebuttal /* (3000, 9, 2015/12/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Uber compensate only the fair after a long email exchange but never refund for the dry-cleaning. We are long time user of Uber and spent a few $ here. We were surprised how [redacted] at first tried to make us to give all details of the travel (given they have everything in the system and given we provided all info at first) - they asked for the name of our driver and at the same time they addressed their first email to my husband using the name of our driver. Second - they were doing everything not to take responsibility for what happened. They were given the instruction what I should do to avoid my dress to be damaged rather than issue immediately cost of the ride and for the cleaning services. We would expect to be offered a credit of the dress value so we could use Uber further more. I think Uber needs to work more toward [redacted]. I am expecting to be compensate for my Dolce Gabbana dress that is ruined. I will await further action from Uber

Uber is glad to have the chance to look in to this. On April 14th, one of our agents reached out to this individual in order to assist them further with this concern. We sincerely hope that this concern will be resolved satisfactorily.

Initial Business Response /* (1000, 7, 2015/10/14) */
Uber is grateful for the chance to respond. When a rider cancels a ride more than five minutes after the request is accepted and confirmed, a $5 cancellation fee is charged in order to compensate the driver for his or her time when committing to...

a pickup (https://help.uber.com/h/[redacted]).
While we hope to provide phone support in the future, we currently handle all support requests via email. When this rider initially contacted us about this charge, our Community Support team explained our cancellation policy for future reference and gladly refunded the $5 fee. We hope that this matter has been resolved to his satisfaction and that he'll Uber with us again soon.

Initial Business Response /* (1000, 15, 2016/02/25) */
Uber is happy to have the chance to investigate these concerns. We have reached out to the rider in order to speak to them directly in order to address this with them. We sincerely hope the matter is resolved to their satisfaction.
Initial...

Consumer Rebuttal /* (2000, 17, 2016/02/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They didn't reach out to me at all but I don't use their services anymore.

Initial Business Response /* (1000, 10, 2015/11/25) */
We are grateful for the opportunity to respond to this issue.
Uber will always comply immediately with a rider's request to delete their account and all personal and payment information per our Privacy...

Policy
(https://www.uber.com/legal/privacy/users/en). However, when the complainant contacted our Community Support Team, they were unable to locate any account with her name, phone number or email address. Since the complainant also informed us that she was unable to download the Uber app and that no trips were taken, it does appear that the account setup process was not completed and no account was created.

Initial Business Response /* (1000, 8, 2015/06/04) */
Uber is grateful for the opportunity to respond, as the safety and security of both our riders and community are our highest priority. Please be assured that our SF Driver Ops team has begun an investigation with the information provided in this...

feedback and will be taking appropriate action. We greatly appreciate the writer calling this matter to our attention, and again, thank you for the chance to reply.

Uber is glad for the chance to take another look in to this concern. As a rider myself, I can definitely understand the rider's frustration with this cancellation that happened. As was previously explained, UberPOOL rates can fluctuate as they are calculated dynamically based on time, distance, as...

well as the likelihood that you may be matched with another rider. Because of this dynamic pricing, these fares may change in the event of cancellations. If the rider has any other concerns regarding this trip, or questions about UberPOOL in general, we're more than happy to help if they reach out to us via our in-app support options.

Initial Business Response /* (1000, 7, 2015/09/27) */
Uber is grateful for the chance to respond to this issue.
Our Community Support Team works hard to reunite riders with lost items, and we were very sorry to hear about the frustrating experience this rider had when trying to contact or leave...

a message for her driver.
For the safety and privacy of both riders and drivers, Uber anonymizes all visible contact information. Uber's partner drivers [redacted] be unable to immediately respond to calls or texts when they are on the road. When these riders reached out to us about their missing bag, our team provided them with the driver's (encrypted) phone number per our policy. When they reported that they were unable to reach their driver, our Lost Items team also contacted him and removed his access to our system while awaiting his response. He reported that he did not find any items left behind in his car after this trip. The riders were also eventually able to reach him, and he told them he did not find their missing items. We're pleased to hear that the riders were ultimately able to retrieve their belongings.
The safety and security of our riders and drivers is of paramount importance to us. Uber has and will always cooperate with law enforcement in the event of any incident involving our partner drivers, and will comply with any formal requests for driver information from the correct authorities. If a rider believes a driver has their property but is refusing to return it, we will encourage them to initiate formal litigation via the police about the matter, and will fully cooperate with any investigation. While personal information for riders and drivers is *never* made available publicly, Uber has complete trip details and driver information for every single Uber trip and stands ready to assist law enforcement should the need arise. Thank you again for the chance to reply.

Initial Business Response /* (1000, 5, 2015/07/06) */
Our Community Support Team has reviewed these trips and confirmed that the fares are correct for the time, distance traveled and vehicle type, and are also within the estimate for the route. However, if this rider ever feels that a driver took a...

poor route, or if anything at all about an Uber trip was unsatisfactory, we welcome him to reach out directly to our Community Support Team at [redacted]@uber.com, or just send a reply to the ride receipt. We're always happy to help, and feedback from our riders helps us ensure that all Uber rides are as seamless and professional they expect them to be. Thank you for the chance to respond.

Initial Business Response /* (1000, 7, 2015/12/27) */
Uber is grateful for the chance to respond to this issue.
Unfortunately, because a passenger [redacted] in the 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 an extensive liquid/solid mess on the upholstery of his car, along with the trip number and a description of the incident per our policy. He was unable to resume working until his car was professionally cleaned and deodorized. The rider was sent an updated and itemized receipt, the driver's photos and a statement of our Cleaning Fee policy.
Our partner drivers' personal vehicles are their livelihood and their source of income. If a passenger ** sick in their car, they are out of business and unable to continue earning until the mess and smell are completely gone. A cleaning fee covers the necessary cleaning, deodorizing and sanitizing of their car. In situations such as this one, drivers pay out of their own pocket to have their vehicle cleaned on their own personal time, and they should be fairly compensated for the cleaning required in order for them to continue to pick up other riders in the safe, sanitary and odor-free condition expected of an Uber vehicle.
Uber's policies are in place to protect the drivers we partner with and provide their passengers [redacted] a reliably 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 the incident, and thank you again for the chance to reply.

Initial Business Response /* (1000, 8, 2015/12/23) */
Uber's local Driver Ops have worked extensively with this partner to address this and other issues.
Our records conclusively show that this driver applied to be a partner on October 1st; his background check was started on October 4th and he...

was then made active on October 10th. We have welcomed him to forward any original email correspondence from Uber (or a screenshot of it) that indicates that he applied on September 17, but, as we have repeatedly said, we cannot accept a partial photo of a printed-out piece of paper as confirmation, as our system data does not match his claim.
The partner has agreed to the terms of his Partner Service Agreement, which is available for his review in his partner dashboard. At this time, we consider the matter closed.
Initial Consumer Rebuttal /* (3000, 10, 2015/12/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not true at all. THey have no records that show I applied on October 1st because I asked them repeatedly for something that shows that and they have no record of anything. I sent them a photo of the email because that is what they requested and I did not save the email that was sent to me. It was sent to me by Uber so they should have a copy of this. I have offered to fax a copy of the printed out email or mail it to them directly. I was told to take a picture of it and send it to them as it would be the quickest. I followed Ubers instructions to have this handled and fixed and yet they have still done nothing but ignore it. The email I received from Uber [redacted] shows I sent them the information they needed as they thanked me for sending it and said they were going to resolve it now that they had the info showing when I applied. It is very clear that I applied on September 17th and I have record of this, while Uber on the other hand does not. I provided the information they requested and can still fax or email it to them also if needed.

Complaint: [redacted]I am rejecting this response because: I have not seen any adjustment as they claimed nor have anyone from their team write to inform of the adjustment Sincerely,[redacted]

Initial Business Response /* (1000, 7, 2016/01/04) */
Uber is grateful for the opportunity to address our service issues. When this rider contacted our Community Support Team about a cleaning fee, they reviewed the trip and found that she had been incorrectly charged. The fee has been completely...

refunded, along with additional ride credit as a sincere apology for the hassle and inconvenience. Our Driver Operations Team will be following up with the driver for this ride to investigate this matter further and ensure that it does not reoccur. Again, our sincere apologies to this rider for the poor experience, and we truly hope that she'll ride with us again. Thank you again for the chance to reply.

Initial Business Response /* (1000, 16, 2016/02/25) */
Uber is happy to have the chance to look in to this. We've reached out previously to this partner to address these concerns and provide explanations for them. We hope this matter has been resolved satisfactorily for them.
Initial Consumer...

Rebuttal /* (3000, 18, 2016/02/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Matters hasn't been solve, nothing has changed, since day one l've been trying to solve this problem with Uber, they just don't care. The categories must be maintain for the good of our investment, everyone on its place and other things.

Initial Business Response /* (1000, 5, 2015/07/09) */
Uber is grateful for the chance to respond to our service issues, and we're truly sorry to hear about this rider's frustrating experience at the Stampede. The reliability of the Uber system depends on drivers being ready and able to accept trips...

when they are online, so it's important that we know of issues like this so we can address them appropriately. Our Community Support Team did not find any driver cancellations on this rider's account, so we ask that she please contact us at [redacted]@uber.com so we can investigate this issue further. Again, thank you for the chance to reply.