Uber Technologies

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 areaThis is unacceptable Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 7, 2015/09/09) */ Uber is grateful for the chance to respond to this issueWhen this rider contacted us on 8/about his excessively high fare, our Community Support Team reviewed the trip and found that the fare was incorrect due to a technical errorThey promptly adjusted the fare to $and refunded the difference, along with additional ride credit as a sincere apology for the inconvenienceOur Driver Ops team has investigated the problem further to ensure that it does not reoccurWe truly hope that this matter has been resolved to our rider's satisfaction and that he'll continue riding with usThank you again for the chance to reply

Initial Business Response / [redacted] (1000, 7, 2016/01/03) */ 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 itWhen 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 areaWe 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 for their trip 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] request 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 2.0X, as was the case hereThe Uber app features a fare estimator, and quotes 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 the surge 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 show that the customer was shown the surge notification twice, then accepted the surged rate of 5.3X at 11:a.mest Our Community Support Team has corresponded with the complainant to explain dynamic pricing and why Uber implements surged fares during especially busy timesBecause this was his first surged ride, we have added credit to his account in the amount of 25% of the total fare We also add that potential Uber driver-partners are required to undergo an extensive screening process, which includes a driving and criminal history check that covers county, federal, and multi-state databases (https://www.uber.com/safety)Again, thank you for the chance to reply

Initial Business Response / [redacted] (1000, 7, 2015/09/27) */ Our sincere apologies to this rider for the confusion around the promo code and the automatic email notificationThe fare for this trip has been completely refundedWe hope that this matter has been solved to our rider's satisfaction and that he'll Uber with us again soonThank you for the chance to reply Initial Consumer Rebuttal / [redacted] (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.comthe complaint was taken care of by UberThank you

My complaint was resolvedI can't figure out how to delete it from your website Sent from Yahoo Mail for iPhone

Initial Business Response / [redacted] (1000, 7, 2015/12/02) */ Uber is grateful for the opportunity to address our service issuesWhen 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 inconvenienceOur Driver Operations Team has followed up with the driver for this ride to investigate this matter further and ensure that it does not reoccurAgain, our sincere apologies to this rider for the poor experience, and we truly hope that she'll ride with us againThank you again for the chance to reply

Initial Business Response / [redacted] (1000, 15, 2016/03/09) */ Uber is glad to have another chance to look in to this concernOn December 23rd, we received word from the rider that this concern had been addressedWe hope that all further issues have been resolved to their satisfaction

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

Initial Business Response / [redacted] (1000, 7, 2015/10/08) */ Uber is truly grateful for the chance to respond to our service issuesOur Community Support Team has consistently reached out to this rider by both phone and email to answer his questions and address any concernsA 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 courtesyWe 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 membersAgain, thank you for the chance to reply Initial Consumer Rebuttal / [redacted] (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 serviceThey made nothing but excuses, hid behind generic emails, provided NO [redacted] in [redacted] number or direct contact with anyone and were very rudeThis is a known issue with this companyIt was so bad I finally canceled my account with them

Initial Business Response / [redacted] (1000, 15, 2016/02/25) */ Uber is happy to have the chance to investigate these concernsWe have reached out to the rider in order to speak to them directly in order to address this with themWe sincerely hope the matter is resolved to their satisfaction Initial Consumer Rebuttal / [redacted] (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 / [redacted] (1000, 15, 2015/12/16) */ Uber is grateful for the chance to respondWhen our rider initially contacted us about this issue, our Community Support Team asked for more details about the suspected duplicate billing (screenshot of statement, payment method details) so they could investigate further, but did not receive a response and were unable to proceedOur team has since reviewed this account and found that after four attempts, the fare of $for a ride on 11/was settled (once) on 11/17, and the account is now in good standingThank you again for the chance to reply Initial Consumer Rebuttal / [redacted] (4200, 21, 2015/12/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) So now comes the lies.I was told before about supposed multiple accounts asked for proof and was given no evidence of this.What does that even have to do with Uber taking my hard earned money.Im not taking anything up with my bank when Uber were the ones who took the money.You lie?You steal?What kind of company are you?At this point I see that you're just going to continuously play and not give me my money back so I'm gonna ask the Revdex.com if there is any other way to escalate this to a higher level.Not once have you apologized for the issue at hand,offered me any kind of compensation,not even a free [redacted] ride for this debacle that Uber is at fault for but,come back with allegations with no kind of evidence.This is frustrating,I have absolutely no reason to lie and have been a loyal customer for awhile now.Its a huge slap in the face to be treated like this.Ive backed this company with good reviews.When people would down this service,saying its taking jobs from cab companies and other services,when people would say if unsafe,I would lay out the benefits of Uber and let them know of my good experiences,I would introduce it to people who had no idea of it.Now to be cheated and accused with not even a slight bit of remorse from the company is truly sad and an absolute lousy way to treat a customer

Initial Business Response / [redacted] (1000, 7, 2015/09/02) */ Uber is grateful for the chance to respond to this issueAlthough the rider does have a valid credit card on his payment profile, we were unable to process payment for a fare of $for a ride on 5/25/Our Community Support Team has been communicating with this rider to resolve this issue and to instruct him in how to update or correct his payment informationThe outstanding balance has been now cleared, and his account is once again in good standingWe apologize for the frustration, and we truly hope this matter has been resolved to the rider's satisfaction and that he'll Uber with us again soonThank you again for the chance to reply Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/09/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am not happy about the way this was handled by Uber, but it does appear the issue was resolvedTo expand on the detail, instead of charging my Corporate Amex, they charged my personal Visa on file with out notifying me they were about to do thisI now have to file a reimbursement request from May for thisI also would like to note that it appears Uber is unable or unwilling to process Amex payments

Initial Business Response / [redacted] (1000, 5, 2015/06/04) */ Uber reserves the right to suspend an account and/or revoke any and all referral credits at any time if we determine that they were earned improperlyWhile we appreciate this rider's sharing his personal "Give One, Get One" promo code, we have found that his usage of the promotion is in violation of Uber's terms and conditions (https://help.uber.com/h/3aXXXXXe-aXXX-XXa0-b63e-99d39c380c39) and of our Terms of Service (https://www.uber.com/legal/usa/terms)Our Community Support Team has explained to this rider in detail the reason why the codes are invalid and the account is deactivatedUnfortunately, we are unable to honor the value of the promotion and this account has been suspended indefinitely Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not satisfied with the response I have got from UBERI have not violated their terms and conditions As per uber one account per mobile number and one paytm account per mobile number .so let them provide me proof that I have violated the termsi have genuinely referred my friends and familyI need further proof or free rides given back thanks

Uber is glad for the chance to look in to this concernWith these special promotions that have very limited quantities, we definitely understand that it can be frustrating to not be able to make a successful requestYou can find out more about this promotion [redacted] including links to our [redacted] and [redacted] where many recipients posted pictures of their bags

Initial Business Response / [redacted] (1000, 5, 2015/07/30) */ Uber is grateful for the opportunity to address our service issuesIn this case, the rider was billed for a cleaning fee, but upon further investigation, our Community Support Team found that she had been incorrectly chargedThe fee has of course been completely refunded, along with additional ride credit as a sincere apology for her 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 apologies to this rider for the poor experience, and we hope that she'll consider riding with us againThank you again for the chance to reply Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) This matter has been resolved, as I have received a full refund hours ago

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 / [redacted] (1000, 7, 2015/09/17) */ Uber is greatly concerned to hear of this issue, and we appreciate the chance to respond and be of assistanceOur Community Support Team has reached out directly to this complainant to ask for more details of the unauthorized transactions so we can investigate furtherOur Payments Team has been alerted and stands ready to assist, and we hope to resolve this matter as soon as possibleThank you again for the chance to reply

I finally got a response from Uber and it looks like my issue has been resolved [redacted] ***

Initial Business Response / [redacted] (1000, 7, 2015/08/25) */ Uber is grateful for the chance to respond to this issueWhen the complainant initially contacted us about the unauthorized charges to her credit card, our Community Support Team asked her for more details of the transaction so that they could locate the charges in our system; however, they did not receive further informationOur team has reached out again to the complainant asking for more details so that we may block her card in our system, ban the user and refund the chargesWe hope to hear from her soon so we can resolve this issue as quickly as possible, and we truly appreciate her patience and understandingThank you again for the chance to reply

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 us When this rider initially contacted us about this ride, our Community Support Team reviewed the trip and replied that while the route taken by the driver was not ideal, the fare of $was still within our estimate based on the pick up and drop off locations, and Uber's partner drivers are not authorized to refund tripsThey also informed her that they did not find a fare of $on her account, or that her credit card was linked to any other accounts in our systemHowever, when she provided us with a screenshot of her bank statement showing this charge, this issue should have been immediately escalated to our payments specialists for further investigationThe mishandling of this support request is not at all in line with our policies or up to our standards, and we sincerely apologize for the error Our team has reached out to this rider for more information so our payments team can locate the unapproved chargeWe await her response and hope to reach a resolution as soon as possibleThank you again for the chance to reply