Uber Technologies

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

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 March 14th, one of our agents reached out to this rider in order to get this change made to their account. We sincerely hope that this matter has been resolved to her satisfaction.

Initial Business Response /* (1000, 7, 2015/10/08) */
Uber is truly grateful for the chance to respond to our service issues. Our Community Support Team has consistently reached out to this rider by both phone and email to answer his questions and address any concerns. A review of our...

correspondence and calls shows that our team has gone above and beyond to assist him with any billing issues and extended him every courtesy. We are terribly sorry that this rider was unhappy with the response he received from us, but we believe that our team has handled his support requests in accord with our policies and with the absolute kindness, respect and professionalism that Uber expects of our team members. Again, thank you for the chance to reply.
Initial Consumer Rebuttal /* (3000, 9, 2015/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company did NOT go over and above to resolve the many many issues with their service. They made nothing but excuses, hid behind generic emails, provided NO [redacted] in [redacted] number or direct contact with anyone and were very rude. This is a known issue with this company. It was so bad I finally canceled my account with them.

Initial Business Response /* (1000, 5, 2015/10/28) */
Uber is grateful for the chance to respond to this issue. If a Cleaning Fee is added to a rider's fare (this fee can be from $50 - $200), we must be able to supply evidence of the damage to them to prove that the charge is justified. Our...

policies state that a driver must provide documentation of the affected areas of his or her vehicle in order to be reimbursed for professional cleaning, and we do make our partners aware of this procedure. In this case, no actual photos of the mess were provided. Uber cannot in fairness charge a rider $200 for an incident that we cannot prove took place. Thank you again for the chance to reply.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A photo was sent in reference to this case and in all fairness a simple photo can be fabricated so let this be publicly noted that UBER wants a "photo" of vomit if a rider has an accident in your car. So please people by all means don't let your first thought be to get this nasty mess out of your vehicle but let your first thought be "take a photo" If Uber can not trust its drivers as partners then they have no business being in business in the first place especially when the driver has over 1k rides as I am sure the passenger [redacted] have as much credibility. The only thing UBER is grateful for is the next "victim" they can scam into driving for them.

Initial Business Response /* (1000, 5, 2015/07/28) */
Our sincere apologies to this rider for the confusion around the fare for his ride on 7/13. In this case, a NJ Uber partner driver had requested a fare correction due to a GPS issue, but provided the incorrect trip number, which resulted in an...

unnecessary adjustment of $0.96 to this rider's fare. With this rider's assistance, our Community Support Team has corrected the fare and issued additional ride credit as a sincere apology for the inconvenience. Our NJ Driver Ops have also followed up with the partner driver about the error. We hope this matter has been resolved to the rider's satisfaction and that he'll ride with us again soon.

Initial Business Response /* (1000, 8, 2015/08/27) */
Our sincere apologies to this rider for the frustration and inconvenience he experienced with a cancelled ride. We do understand that he did not take this trip on 5/15 and that the driver started a trip in error rather than cancel it. Since the...

fare was charged back, we are unable to issue a refund, but we have cleared the chargeback from the rider's account and issued additional ride credit with the sincere hope that he will ride with us again.

Initial Business Response /* (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 $10 cancellation...

fee she felt was unfairly charged, they initially credited the $10 back to her account for use on future rides. However, 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 request. The $10 has since been completely refunded, and we sincerely apologize for not spotting this and issuing the refund immediately. The $10 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 driver. In 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 difference. They then forwarded her feedback to our NYC Driver Ops, who have followed up with the driver about the inefficient route and reported attitude. We've dropped an additional $10 credit into our rider's account with the sincere hope she'll continue to ride with us. Thank you very much for the chance to reply.

Initial Business Response /* (1000, 7, 2015/10/08) */
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 it. As 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 accommodate the demand in the area. We 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 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 app also has a surge drop feature in place, so riders can choose to be notified when the 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.
For the fare of $75.17, our records show that the customer confirmed the surge notification twice, then accepted the surged rate of 1.3X at 3:19 a.m. local time. The trip with a fare of $156.82 was taken on the Uber account of an acquaintance who had added the same payment method to their account. This rider was notified of the current surge rate of 2.8X and confirmed their ride request at 3:07 a.m. local time.
When the complainant initially contacted us about these fares, our Community Support Team reviewed the trips and confirmed that the fares were correctly billed and in accord with an estimate for the routes; therefore, we are unable to adjust the fares. When the rider was dissatisfied with the response he received, the matter was escalated to a senior manager, who reiterated and clarified the information. The fares have since been charged back by the rider. At this time, we consider the matter closed. Thank you again for the chance to reply.

Initial Business Response /* (1000, 7, 2015/11/02) */
Uber is grateful for the chance to respond to this issue.
Immediately following this ride, the partner driver contacted our Support Team to let them know that there were more than four passengers ** this uberX trip. uberX and UberBLACK trips...

are designed for up to four passengers. If a party has more than four people, uberXL or UberSUV should be selected to ensure that the riders are connected with a car that will accommodate them all.
When a ride is requested in the Uber app, a pop-up occurs when the vehicle class is selected that shows the rates and maximum number of riders for that vehicle type (please see attached photos). Also, on the Uber vehicle request screen, riders can double-tap on the vehicle slider to see rates and capacity information for each vehicle type (please see attached photo). It is clearly stated that uberX trips are allowed to hold a maximum of four people, which is why this upcharge was added. Uber's rates are determined by the app, not the driver. Because this information is listed in the app, drivers are not required to mention it in order for an upcharge to occur.
This fare was adjusted so that the driver is fairly paid for the services provided. It reflects the rates of the appropriate option for the number of people who were in the car based on the time and distance of a trip. Therefore, we unable to make any further adjustments to this fare. Thank you again for the chance to reply.
Initial Consumer Rebuttal /* (3000, 9, 2015/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although the maximum is clearly stated, the up charge is not stated in the case of more passengers. My issue is with this. If I was aware of this clearly, I could have asked for two ubers and still saved money on this trip. The uberx trip charge was only $5. The up charge was $12. I could have saved $7, if I had requested two UberX cars.

Uber is glad to look in to this concern. On July 7th, one of our agents informed this rider that credits had been added to their Uber account in accordance with our policies for these matters. We do not have an inbound phone line at this time, as our support is handled via e-mail or in app. Additionally, we certainly appreciate their report to us of this partner. We will be sure to monitor this partner's activity and monitor for any further reports of this kind of behavior.

Initial Business Response /* (1000, 7, 2015/09/08) */
Uber is grateful for the chance to address our service issues. We 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 adjusted. As a sincere apology for the hassle and inconvenience, he completely refunded the fare for the ride. The $10 credit is still available on the rider's account as well. Our DC Driver Ops have also followed up with the partner driver about his error in timing this ride. We hope this matter has been resolved to our rider's satisfaction and that she'll continue riding with us. Thank you again for the chance to reply.
Initial Consumer Rebuttal /* (2000, 9, 2015/09/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Uber is glad to have the chance to look in to this concern. In this case, the individual that this partner referred to Uber will have to write in, in order to verify this information. He can cc this partner to that e-mail as well, so that way they both can work with our support staff to get this...

corrected.

Initial Business Response /* (1000, 15, 2016/02/25) */
Uber is glad to be able to address these concerns. We'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 /* (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 6/20/15 at 12:21 a.m. to report that the rider had spilled liquid from a cup in his vehicle. He also reported a strong smell 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 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 she contacted our Community Support team inquiring about the adjustment to her fare, she was 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 odor 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."
Our Community Support Team has confirmed the rider's request to close her account and deleted all personal information and payment methods associated with her Uber account in compliance with our Privacy Policy. We regret that this situation occurred, and again, thank you for the chance to reply.

Initial Business Response /* (1000, 15, 2015/12/21) */
Our Community Support Team has reached out directly to this rider by both phone and email to answer all questions and address her concerns. We sincerely hope that this matter has been resolved to her satisfaction and that this valued rider will...

continue Ubering with us. Thank you very much for the chance to respond.

Initial Business Response /* (1000, 7, 2015/12/02) */
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 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 5.0X at 1:37 a.m.
When a ride is requested in the Uber app, a pop-up occurs when the vehicle class is selected that shows the rates and capacity for that vehicle type (please see attached photos), and a link to the app's fare estimator. Also, on the Uber vehicle request screen, riders can double-tap on the vehicle slider to see rates and capacity information for each vehicle type.
When the rider initially contacted us about this trip, our Community Support Team reviewed the details and confirmed that the fare was correct based on the time and distance travelled and vehicle type chosen - in this case, UberSELECT, a premium, higher-priced option. Our team did understand that this rider regularly rides with uberX and the selection was made in error, so they credited her account with $139.71, the difference in cost between uberX and UberSELECT for this surged trip. We hope that this matter has been resolved to our rider's satisfaction and that she will continue to ride with us. Thank you again for the chance to reply.

Complaint: [redacted]I am rejecting this response because: I went through BOTH your [redacted] and [redacted] accounts and neither had someone post anything about receiving a bag in the Boston area. This is unacceptable.
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/20) */
Uber is grateful for the chance to respond to this issue. When this rider contacted our Community Support Team about this trip, they verified her actual drop-off location, adjusted the fare to reflect an estimate for the route and refunded the...

difference. The fare for the cancelled trip was also refunded. We hope that this matter has been resolved to her satisfaction and that she will continue riding with us.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After multiple emails and attempts of trying to resolve this issue Uber did refund the incorrect trip. What they stated is true.

Uber is glad for the chance to look in to these concerns. One of our agents has reached out to this rider on the message they originally wrote in to us on, in order to assist them further with this matter. We sincerely hope the resolution will be to the rider's satisfaction.