Uber Technologies

Complaint: [redacted]I am rejecting this response because:  the onus is not on me to navigate through Ubereats's tabs.  I received the promotional through my email.  I responded to the email from Ubereats twice and told them that the coupon was never applied to my order.  If there is a problem with Ubereats record keeping, that should not become my problem.  I have attached the emails so that Uber can see for itself that the company did indeed send me a coupon and not honor it.Sincerely,[redacted]

Initial Business Response /* (1000, 11, 2015/09/04) */
Our Community Support Team has reached out to this rider to address her concerns. We sincerely hope to reach a resolution and that this rider will continue to ride with us.
Initial Consumer Rebuttal /* (3000, 13, 2015/09/07) */
(The...

consumer indicated he/she DID NOT accept the response from the business.)
This is not true they haven't done anything to fix the issue.
THe problem is that they keep declining perfectly valid credit cards including the primary one I want to use which worked with uber for many months before they arbitrarily banned it.
Uber's response times are awful. There appears to be no way to contact the company at all except for reproting a problem with a ride through the app after taking a ride. Sometimes they reply sometimes they don't. The replies always come after many days. It seems they just ignore the issues they don't feel like dealing with. Just awful.
1/10 for [redacted]. I still can't use the cards I want to use.

Complaint: [redacted]I am rejecting this response because: Even...

after several complaints from me to their comment connection in their app - UBER never directly responded to me. They did NOT telephone me. The did NOT indicate how I could telephone them. They did NOT give an e-mail address showing how I could directly send an e-mail to them. They did however send a robot email saying "they had received my complaint, they were very sorry, and if I had other questions I could log back into their app". PROBLEMS: UBER is NOT responsive to their rider customers. In the UBER app and on a www search for UBER they do NOT list a mail address for complaints, they do NOT list a direct telephone number for complaints, they do NOT list a direct e-mail address for complaints. There seems to be no way for a rider customer to directly telephone UBER. There seems to be no way for a rider customer to directly send an e-mail message to UBER. An internet search for user comments about UBER shows a clear pattern that they do NOT respond to questions or complaints from either rider customers or to their driver's. SUMMARY:  I have deleted my UBER account and I will "never" go back.Sincerely,[redacted]

Initial Business Response /* (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 us. When this rider contacted us on 8/5/15 about the unauthorized charges, our Community...

Support Team promptly responded asking for more details about the transactions (e.g. date and amount of the charges, card info) so they could locate these charges in our system. Unfortunately, we did not receive a reply from the rider. Our team has reached out again to re-request this information. We await his response and hope to reach a resolution as soon as possible. Thank you again for the chance to reply.

Uber is glad for the chance to look out to this concerns. Recently, one of our agents reached back out to this partner about their payment via their original message to us. We sincerely hope the additional information will help.

Complaint: [redacted]I am rejecting this response because:
I should be refunded all my rides that day because I missed my appointment due this outlandish behavior. Uber has showed little accountability and I will file an ADA compliant with the Department of Justice. Sincerely,[redacted]

Uber is glad for the chance to take a look in to this concern. One of our agents has already reached out via e-mail and worked with the rider on this situation. We hope that it was resolved to their satisfaction.

Initial Business Response /* (1000, 7, 2015/12/02) */
Uber is grateful for the chance to respond to this issue. Unfortunately, we have no choice but to end our partnership with this driver as the background check does not meet the state's requirements, under which we have no control.

Uber is glad for the chance to look in to this concern. Yesterday, one of our agents was able to reach out to this rider and inform them that this cleaning fee had been reversed, as it seems othe partner may have written in about the wrong trip. These refunds typically take 1-3 business days to...

process.

I received a full refund to my credit card from Uber.  I appreciate your time and help resolving this issue.

Initial Business Response /* (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 fare. Uber 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 charged. In 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 policy. He 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 driver. Our 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 charge. Uber'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-b518-3ec9c4310e33. Riders agree to our right to assess a discretionary cleaning fee when they accept these Terms. We regret that this situation occurred, and again, thank you for the chance to reply.
Initial Consumer Rebuttal /* (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 driver. I have requested that I don't ever have that particular driver again and so far Uber has respected that request. There were 3 of us in the car and no one spilled anything. We firmly believe the driver made this "mess" on his own and blamed us as a scam. So in short....yes I accepted Uber's explanation but not the driver.

Complaint: [redacted]I am rejecting this response because: they failed to address the multiple emails and awful pathetic nature in which they handled the situation. Automated canned answers that don't address issues. Sincerely,[redacted]

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. While there is no evidence of a system-wide breach at Uber, someone did access this rider's account...

illegitimately. When he initially contacted our Community Support Team, we immediately changed his account's log-in information so that any unauthorized users were logged out, then disabled the payment method to prevent further unapproved charges. The fare in question has 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 refund my credit card. I believe there still may be security issues at Uber and have closed my account with Uber and my credit card.

Uber is glad for the chance to look in to this concern. After this rider originally let us know about what happened on this trip, $6.00 in credits were added to their Uber rider account. These credits were then used towards the fare of a trip that took place on August 18th at 9:10 am.

Initial Business Response /* (1000, 7, 2015/10/22) */
We are very 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 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 ** take 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 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 time. The app also has a surge drop feature in place, so riders can choose to be notified when dynamic 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 another ride.
When the complainant initially contacted us about this fare, our Community Support Team explained dynamic pricing and adjusted the fare down by 25% as a first-time courtesy per our policy. However, we were not informed that the driver gave the riders his personal phone number, then requested the ride himself using a rider's phone. Uber's partner drivers are absolutely NOT allowed to solicit rides outside of the Uber platform. They may not use a rider's phone to request their own ride, and may NEVER accept surged rates on the rider's behalf. This is a violation of our policies and Terms of Use, and our Milwaukee Driver Ops have been notified of this incident so that they may take appropriate action.
We have adjusted the fare to the non-surged rate that the rider expected to pay, along with additional ride credit as a sincere apology for his frustration and inconvenience. We truly hope that this matter has been resolved to our rider's satisfaction, and that he will ride with us again soon. Thank you again for the chance to reply.

Initial Business Response /* (1000, 5, 2015/07/02) */
Uber is 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-bcf4-a0b2ab2642e3). Drivers...

partner with Uber as independent contractors, but if a rider leaves an item behind, Uber does everything it can to help retrieve it and facilitate a return. However, riders are ultimately responsible for their personal items, and Uber cannot be held responsible for lost property, nor for expenses incurred as a result.
Again, thank you for the chance to reply.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ubar sent an email stating the driver had the phone still and was turing it over to there office and they would mail it back to me. We provide an address this was over a week ago. We have not heard from Ubar again. We send emails daily.

Uber is glad for the chance to take a look in to this concern. We have reached out to the rider in this case via e-mail in order to address this with them one on one.

Uber is glad for the chance to look in to this concern. On November 18th, one of our agents reviewed the information this rider has provided, and was able to provide an adjustment for this fare. If this rider had any further concerns in regards to this trip, they can reach back out on the message...

from our agent so we can assist them further.

Initial Business Response /* (1000, 7, 2015/11/01) */
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 strongly advised this rider to contact his card-issuing...

bank or financial institution immediately if he believes that his payment method has been compromised. The bank will able to reissue the card to prevent any further unauthorized usage and reverse the unapproved charges. Again, we appreciate the chance to respond.
Initial Consumer Rebuttal /* (3000, 9, 2015/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Uber is saying it is not their responsibility to stop these fraudulent charges to my credit card. I am NOT the Uber rider that has initiated these charges, I do NOT have an Uber account, nor have I ever used their service. it is up to Uber to have their rider correct the issue and change the payment method their customer is using fraudulently. Bottom line---UBER has not resolved the issue.

Initial Business Response /* (1000, 7, 2015/09/27) */
Our sincere apologies to this rider for the confusion around the promo code and the automatic email notification. The fare for this trip has been completely refunded. We hope that this matter has been solved to our rider's satisfaction and that...

he'll Uber with us again soon. Thank you for the chance to reply.
Initial Consumer Rebuttal /* (2000, 9, 2015/09/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was saddened I had to involve the Revdex.com. the complaint was taken care of by Uber. Thank you