Uber Technologies

Initial Business Response /* (1000, 7, 2015/12/22) */
Our Community Support Team has worked directly with this rider to answer all questions and address her concerns about UberTAXI Chicago. We sincerely hope to reach a resolution and that this valued rider will continue Ubering with us. Thank you...

very much for the chance to respond.
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (3000, 9, 2015/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It does not appear as if uber has taken any responsibility for their poor [redacted] or remedied the problem as it continues to occur (the problem being drivers charging more for trips than the actual metered fare, not including uber's taxes/fees). In addition, I had to send 8 emails just to receive my entitled refund. Instead, uber's [redacted] (if you want to [redacted] it that) continued to give me the same answer over and over, blaming the city of chicago's fares. I also asked several times to have a manager [redacted] me, I have yet to receive that [redacted] months later.

Uber is glad for the chance to look in to this concern. One of our agents has reached out to this rider in order to refund this fare due to an incorrectly selected vehicle class. We always encourageour riders to double and trips check to make sure they've selected the correct option, and check the...

fare estimator, before requesting a trip.

Initial Business Response /* (1000, 8, 2015/11/12) */
Uber is very grateful for the chance to respond to this issue. Our sincerest apologies to this rider for the inordinate and inexcusable hassle in resolving this issue. Our 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 here. With the rider's assistance, our Support Team has verified his payment information and reactivated his account, along with an additional $30 ride credit as a heartfelt thank-you for continuing to ride with us around the world. We 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 standards. Again, thank you for the chance to reply.
Initial Consumer Rebuttal /* (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 /* (1000, 10, 2015/11/25) */
Uber is grateful for the chance to respond. Our Community Support Team is working with this rider to resolve the issues with his account. We have dropped a $30 credit in his account as a sincere thank-you for his patience, and we hope to see...

him in an Uber soon.
Initial Consumer Rebuttal /* (2000, 12, 2015/11/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your wonderful assistance. You have made my Thanksgiving day so much more thankful.
Much appreciated. ....[redacted]

Initial Business Response /* (1000, 5, 2015/07/22) */
Our Chicago Driver Support team has reached out directly to this partner driver to address his concerns. We sincerely hope to reach a resolution, and that this valued partner will continue driving with us.

Initial Business Response /* (1000, 8, 2015/09/02) */
Uber is grateful for the chance to respond to this issue.
While we hope to provide phone support in the future, we currently handle all support requests via email. When this rider contacted us about a cancellation fee incurred when his driver...

could not locate him, our Community Support Team promptly credited the $5 back to his account. The charge has since been fully refunded.
As we have explained to this rider, Uber has strict policies in place to protect the safety of both riders and drivers using the Uber platform. Inappropriate, abusive or threatening behavior is a violation of these policies and can result in suspension of the Uber account involved. We are adamant about ensuring the safety and security of our riders and partners, and to that end, we have deactivated this account. Thank you again for the chance to reply.
Initial Consumer Rebuttal /* (3000, 10, 2015/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
UBER has handled this matter in a very rude and harassing manner. I demand money for my Moral damages caused by UBER. I was treated like a "second hand" citizen and not a Human being. The Company really does not care about the customers. It is not over yet.

Initial Business Response /* (1000, 7, 2015/07/20) */
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 initially contacted us about the unauthorized charges to his debit card,...

our Community Support Team responded immediately with a request for more information, then escalated the issue to our payments team for further research. They immediately took steps to prevent any further unauthorized billings to this customer's payment method, and a senior manager of our team has reached out directly to him to assist with an investigation of the unapproved charges. We sincerely hope to reach a resolution, and again, thank you for the chance to respond.
Initial Consumer Rebuttal /* (3000, 9, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want my money. Uber hasn't returned the money they fraudulently took from my debit card without my permission. Their "investigation" was to tell me that they couldn't reveal the thief's identity because of their privacy policy which protects thiefs more than their victims. They won't prosecute the thief and all they did was tell me to [redacted] my bank and cancel my card, which I had done already before I ever called Uber.
Final Business Response /* (4000, 11, 2015/07/22) */
For privacy reasons, we are unable give out any information regarding an Uber user (https://www.uber.com/legal/privacy/users/en). However, as we've discussed with the complainant, we will cooperate with any official investigation into this matter by the correct authorities.
Final Consumer Response /* (4200, 13, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Criminals have privacy rights now? Why does Uber protect the right of a criminal, of someone who stole my identity and my money? Why do they protect them more than they protect me? I don't know where the crime took place, because Uber won't tell me. Who am I supposed to report the crime to, which police department has jurisdiction? Uber pretends that it's cooperating, while in fact is making finding out who robbed be as difficult as possible. Uber won't even tell me what city or cities the contested transactions happened in so I can report them to the proper authorities. They go out of their way to protect the identity of the thief and they expect me to become Sherlock Holmes and intuit the facts of the case with almost no information.

Initial Business Response /* (1000, 10, 2015/12/16) */
[redacted]Document Attached[redacted]
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.
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 4.5X at 6:35 p.m. CST.
Our Community Support Team has corresponded with the complainant to explain dynamic pricing and why Uber implements surged fares during especially busy times. Because this was the rider's first surged trip, they adjusted the fare down by 25% as a courtesy and refunded the difference. Per her request, the account and all personal information and payment methods have been deleted in compliance with our Privacy Policy. Again, thank you for the chance to reply.
Initial Consumer Rebuttal /* (3000, 12, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The app was grayed out for the surge and it wouldn't allow you to decline the surge nor did it give you the amount you would be charged before taking this ride. I took the ride to the same location 17miles via Uber and the charge was $29.00. When I went to return back to my location from where I was dropped off at by Uber and Uber picked me up and dropped me off I received a receipt for $124.51. There is no way I would have accepted this charge for a 17 mile ride. And I'm sure Uber know this. I am requesting a full refund from Uber. I didn't and wouldn't have authorized a taxi ride from no where for $124.51

Initial Business Response /* (1000, 7, 2015/09/23) */
Uber is grateful for the chance to respond to this issue. Our Chicago Partner Support Team has removed the full amount of fees that were charged to this partner driver's account, and there is no longer an outstanding balance in association with...

the device. Our team has advised this partner to return the device to our Partner Support Center should he wish to take an extended break from driving to prevent incurring any charges. Thank you again for the chance to reply.
Initial Consumer Rebuttal /* (2000, 9, 2015/09/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They fixed up everything

Initial Business Response /* (1000, 7, 2015/10/08) */
Uber's DC Driver Operations Team has worked directly with this partner driver to answer her questions and address her concerns. We hope to reach a resolution, and we appreciate the chance to respond.

Hello, 
I had filed a complaint against Uber for not refunding me after fraudulent charges were made to my account.They have finally refunded me so I would like to revoke this complain if possible. 
 
[redacted]

Initial Business Response /* (1000, 5, 2015/06/04) */
Uber is grateful for the chance to address this rider's concerns. Our Community Support Team has reached out to this rider and adjusted the fare to the agreed-upon amount. We hope this issue has been resolved to her satisfaction.
Initial...

Consumer Rebuttal /* (3000, 7, 2015/06/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Uber adjusted the amount to what they think the fare should have been, not what was agreed to. They have not addressed the NSF fees issue since this was an error on their end and not mine, I should not have to incur even more charges due to their negligence. They have also not addressed the lack of professionalism of the driver who could not use a GPS to get me where I needed to go without me having to program it for him after driving around town for 15 minutes. Nor have they addressed the issue of the driver leaving the vehicle to urinate in public during my fare. I have been disappointed with the response time from Uber regarding this matter as my account being overdrawn for several days was a BIG deal to me and caused a lot of stress and time to try to rectify.

Initial Business Response /* (1000, 15, 2016/02/26) */
Uber is happy to have the opportunity to take a look in to these concerns. We have previously reached out to this rider via e-mail to speak about these issues with them directly. We sincerely hope that the matter has been resolved to her...

satisfaction.

Initial Business Response /* (1000, 7, 2015/06/25) */
Uber appreciates the chance to respond to this issue. In this case, the rider asked the driver to take him on a 315-mile trip from [redacted], and the driver agreed. While Uber certainly can make a long-distance trip if the driver is...

willing, the Uber app is designed with short-distance rides in mind and ends all trips automatically after four hours. In this case, the app ended the trip while en route on Highway 87, four hours into the trip. Rather than have the rider re-request the ride, the driver completed the trip and contacted us after the fact to adjust the fare to reflect the total time and distance travelled. The address range given for the drop off location coincides with the rider's home address (per his Revdex.com complaint), and is close to the address given as the ending point in the estimate he obtained prior to riding. The estimate received corresponds with the final fare charged. Again, thank you for the chance to reply.
Initial Consumer Rebuttal /* (2000, 9, 2015/07/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A contact is a contract. Ill accept since driver made it right. But uber did not deliver on agreements.

Initial Business Response /* (1000, 10, 2015/12/14) */
Our Community Support Team has worked directly with this rider to answer all questions and address his concerns. We sincerely hope that the matter has been resolved to his satisfaction and that he will continue Ubering with us. Thank you very...

much for the chance to respond.

Initial Business Response /* (1000, 7, 2015/09/09) */
Uber appreciates the chance to respond to this issue. When this rider initially contacted our Community Support Team about his fare, they reviewed the trip and found that the driver did not tap "End Trip" at the rider's destination as he should...

have. In accord with our policy, they ran an estimate for what the ride should typically cost based on the pickup and drop off locations, the ideal route for the trip, and selected vehicle class (in this case, the rider chose uberXL, a larger, SUV-type option), and received an estimate of $135.90. They adjusted the fare to that amount and refunded the difference, along with additional ride credit as a sincere apology for the inconvenience. They also forwarded the rider's feedback to our LA Driver Ops, who followed up with the driver about his error in timing the ride. Again, thank you for the chance to reply.

Initial Business Response /* (1000, 7, 2015/10/07) */
Uber is grateful for the chance to respond to this issue. The safety, security and privacy of personal and payment information is of the utmost importance to us. As is typical with secure e-commerce, riders opening an Uber account using a credit...

or debit card are required to provide the full card number, expiration date, CVV (Card Value Verification) number and correct billing zip code. If a rider or non-user's payment method has been compromised, our Community Support Team will locate the unauthorized charges, immediately ban the card from further use in the Uber system and suspend the account of any unauthorized user. We will also fully cooperate with any formal investigation by the correct authorities. As we could not locate a support request or correspondence from this complainant, our team has reached out directly to her asking for more information so that we may investigate this matter further. We hope to hear from her soon, and thank you again for the chance to reply.

Initial Business Response /* (1000, 7, 2015/12/02) */
Uber is grateful for the opportunity to address our service issues. When this rider initially contacted our Community Support Team about a cleaning fee, they reviewed the trip, contacted the driver and found that she had been charged in error....

The fee has been completely refunded, along with additional ride credit as a sincere apology for the hassle and inconvenience. Our Driver Operations Team has followed 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, 5, 2015/08/05) */
Our Community Support Team is very pleased to have reached a resolution with this valued rider. We welcome her to reach out directly to us with any other questions or problems at all, and we hope she'll ride with us again soon.

Initial Business Response /* (1000, 8, 2015/11/01) */
We are grateful for the chance to respond to this issue. When 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 rate. They confirmed that...

the fare was calculated at the standard Ann Arbor rates of $1.30 per mile (28.22 mi x $1.30 = $36.69) and $0.18 per minute (33:45 x $0.18 = $6.08), plus the base fare of $1.30 (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 added. The trip earlier in the day that the rider refers to originated in [redacted], so it was billed at Uber's [redacted] rates of $0.75 per mile and $0.15 per minute, with a base fare of $1 (https://www.uber.com/cities/[redacted]), and surge rates were not in effect. Our team explained the fare breakdown, re-sent the ride receipt and showed the rider how to obtain a fare estimate prior to riding. As this was the rider's first surge experience, they adjusted the fare down by 25% and refunded the difference. Again, thank you for the chance to reply.
Initial Consumer Rebuttal /* (2000, 10, 2015/11/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Refund accepted. Uber's defensive responses are unnecessary, misleading, and deceptive. Uber argues that it can charge $0.75 per mile for one ride, and then $2.73 per mile for the return ride after agreeing to a "2.1x rate".