Uber Technologies

Initial Business Response /* (1000, 15, 2015/12/14) */
Uber is very grateful for the chance to respond to this issue. When the rider initially contacted us about his trip, our Community Support Team explained our policies about passenger capacity for each vehicle option and how to select the...

appropriate vehicle for future trips. They also fully refunded the fare. We truly hope that this issue was resolved to our rider's satisfaction and that he will continue Ubering with us. Thank 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 /* (1000, 5, 2015/06/22) */
Uber appreciates the chance to respond to this issue. Our Community Support Team reviewed this rider's account profile and found that it was flagged by our system for security reasons, due to multiple accounts on same device. As we explained to...

this rider, Uber works best when an individual has a single account. Creating multiple accounts, or others creating multiple accounts with your promo code, jeopardizes the rider's ability to redeem credits and leads to suspension of the account. While we certainly appreciate riders sharing their personal promo code with friends and family, it appears the usage of this promo is in violation of Uber's Terms of Service (https://www.uber.com/legal/usa/terms). Unfortunately, we won't be able to honor the value of the promotion. Again, thank you for the chance to respond.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I already explained to Uber that I use dual sim phone and it is completely legal to do so. Hence there isn't anything illegal from my side. It is bug in their application that they flagged my account. I provided them Id as requested of me. They verified my Id and still refused to honor the promo ride. The issue is with their app, which flags any account. If using dual sim phones is not allowed, why hasn't Uber mentioned it on their usage policy? They still have no concrete answer as to how this account violates their usage.

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

of my complaint is that I have requested a reset of my password so I can get into my account. I have requested the password reset  twice already and it's been three days and I still cannot log onto my account. 
Also their policy for items left behind is to login and the driver will contact be directly. I cannot login if they do not send me a password reset link.  At this point I would like to delete all my information and delete the account but I need my password to be reset first  
Uber, send me a password reset link ASAP!
Sincerely,[redacted]

Initial Business Response /* (1000, 7, 2015/10/14) */
Uber sincerely appreciates the chance to respond to any service issues. When this rider initially reached out to our Community Support Team about this incident, they completely refunded the charge, along with additional ride credit, and ensured...

that the rider would not be connected with this driver on future trip requests. They then forwarded the rider's report to our Chicago Driver Ops team, who have followed up with this driver and taken appropriate action. Rudeness and behavior such as the rider describes are absolutely not tolerated of our partners and will lead to deactivation from the Uber platform. We are truly grateful for our riders' feedback, as it helps us keep only the safest and most professional drivers on the road with us.
To maintain the integrity of Uber's ratings system, it is not possible for us to alter or adjust a rating for any reason, and this policy applies to ratings from both riders and drivers. Our ratings system exists to protect the safety and vehicles of our partner drivers and to ensure the security and comfort of our riders. We have assured this rider that a rating on a single trip should not affect her overall experience with Uber in any way, as a rating is based on an average of the last 500 trips and Uber always takes feedback from both sides into consideration. Again, thank you for the chance to reply.
Initial Consumer Rebuttal /* (3000, 9, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
By your very own verbiage, I expect that you will remove the one star rating. You said that the ratings are based on an average of "trips" taken and per your discussion and evidenced by your refunding the money, you guys of admitted that the "trip" in question never happened. Your statement is completely contradictory. You have not addressed how you are admitting this "trip" in question never took place, yet are suggesting that the ratings are based on "trips". This "trip" never happened. A service to rate never occurred. What "trip" is being rated? None. This specifically goes against your policy if you let this rating of a non-trip stand. I continue to request you remove this rating as there was no "trip" or service to rate, which has been admitted by Uber.

Uber is glad for the chance to look in to this concern. After this rider submitted their original complaint through our help portal, $5.00 in Uber credit was added to their rider account in order to compensate them for this cancellation fee. These credits were then used on a trip this rider took on...

August 14th.

Initial Business Response /* (1000, 7, 2015/06/29) */
Uber is grateful for the opportunity to respond, as our riders' safety and security are our highest priority. Our Community Support Team has been in communication with this rider about this incident and other concerns. We greatly appreciate him...

calling these issues to our attention, as we work hard to ensure we have only the safest, most professional drivers on our system. Please be assured that every piece of feedback that comes in is read and noted by our team, and then turned into actionable steps to improve our service. We have forwarded this rider's feedback to our Philadelphia and New Jersey Driver Operations teams to address this rider's concerns and take appropriate action. Uber is constantly working on initiatives to ensure that all Uber experiences are as smooth, comfortable and efficient as possible. We greatly appreciate this rider's reaching out and sincerely hope he'll continue riding with us.
Initial Consumer Rebuttal /* (3000, 9, 2015/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Uber shows in this situation that there is little care put into this. Canned email responses make this very similar to the responses from all issues that customers have. Uber will continue to offer unfair business practices and unqualified drivers under the uberX program until the government has stronger regulations. You would think I would be offered a courtesy credit for a VIP CUSTOMER having to sit at a toll booth for over 10 minutes along with pay a toll when the driver makes a mistake in his route. Completely unacceptable when you are a customer that has taken over 100 rides and referred countless customers.

Initial Business Response /* (1000, 7, 2016/01/06) */
Uber is grateful for the chance to respond to this issue, as the safety and comfort of our riders is of the utmost importance to us. We are terribly sorry to hear about this rider's bad experience on her ride on 12/13. When the rider initially...

contacted us about this incident, our Community Support Team immediately refunded the fare for the trip and added additional ride credit to her account. They them forwarded her feedback to our NJ Driver Ops to follow up with this driver and take appropriate action, as the attitude and rudeness the rider described are absolutely not tolerated of our partners and can result in deactivation from the Uber platform. We truly appreciate our rider calling this incident to our attention, as feedback from our riders helps ensure that we have only the safest, most professional drivers on our system. Thank you again for the chance reply.
Initial Consumer Rebuttal /* (3000, 9, 2016/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because I dont feel as if 20 dollars is worth what I endured on that ride

Thank you for your help with this.  UBER did refund me for the over charge.  But, only after I filed a complaint with the Revdex.com.
 
Thanks again,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/06/22) */
Uber appreciates the chance to respond to this issue, as we are adamant about being upfront and transparent about our fare pricing.
Please find attached a picture of a surge notification in the Uber app. During periods of surged 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 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 5.7X at 2:11 a.m.
The Uber app features a fare estimator, and estimates received during surge periods will always factor in the rate increase in effect at that time. For this trip, the rider used the fare estimator prior to riding and received an estimate of $67.XX-XXX.60, which reflected the current surge rate of 5.7X the normal fare. Her final fare is within the range of the estimate she received.
At this time, we consider the matter closed. Thank you again for the chance to reply.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I already recognized that I was informed of the price increase. However I did not see the range of estimated total fare, and regardless a 4 mile drive should NEVER be $99. I would still like a refund based on a reasonable price.

Initial Business Response /* (1000, 7, 2015/10/31) */
Uber appreciates the chance to respond to this issue, as the security of our customers' account information is of the utmost importance to us. Our Community Support Team takes great pride in responding to our riders' questions or problems...

quickly and efficiently, and we are truly sorry for the inordinate delay in resolving this matter. While there is no evidence of a system-wide breach at Uber, our Support Team found that someone had accessed this account illegitimately. They changed the rider's log-in information so that any unauthorized users were immediately logged out and advised him to change his password [redacted] Any unapproved charges would have of course been completely refunded. They also added a $30 credit as a sincere apology for the delay in our response. We can confirm that the account and all personal and payment information have been deleted in accordance with our privacy policy. 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.)
This is not a formal letter. Please provide a formal letter so that I may dispute any future claims against my financial history from this company.

I am aware the Revdex.com has been trying to get an answer from Uber but still no response after 30 days. I suggest you leave this case OPEN until they respond; this is simply unacceptable.

Initial Business Response /* (1000, 7, 2015/09/24) */
Uber appreciates the chance to respond to this issue. Our Community Support Team has explained to this rider that for UberTAXI service in [redacted], **, all metered fare rates are set by the City of [redacted], specifically the department of Business...

Affairs & Consumer Protection. Uber has no control over that pricing, nor do we have any legal ability to adjust the fare after the fact. City regulations state that trips to the suburbs are the straight metered rate to the city limits and then the straight metered rate PLUS one half the straight metered rate from the city limits to the suburb destination. Our website does not offer fare estimates for Taxis as these rates are set by the City. The estimate referenced by the rider was for our uberX option, and UberX pickup is not available at O'Hare at this time. We have directed this rider to the City's website (http://www.cityofchicago.org/city/en/depts/bacp/provdrs/consumer/svcs/consumer_...⇄ to resolve any fare disputes. Again, thank you for the chance to reply.
Initial Consumer Rebuttal /* (3000, 9, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not clearly spelled out to the consumer before he schedules the service on the mobile application. It is a hidden policy or no where accessible before scheduling the service. This is considered not only bad business but probably fraud if brought up legally. I have asked for a fair refund of $65 which would leave me paying $45 which is what the estimate stated when I scheduled on Uber's application. The cab fare showed approximately $46. So the explanation given does not explain the exorbitant $111 I was charged. I now know why Uber does not take cash at end of ride. It is so they can fraudulently charge the credit card whatever they want. If they have an issue with the City of [redacted], that is not the consumer's problem. This should be clearly sited on their web site and mobile application. It should also be made clear to the passenger [redacted] entering the vehicle, which it was not.
Please check Uber's Facebook page. You will see numerous customers with the same complaint. For Uber to sit back and steal money from customers should be considered criminal and I have consulted legal counsel to examine Uber's practices at the time of my service.
I expect nothing less than Uber admitting to their poor documentation and borderline fraudulent practices and refund my $65 which was unfairly debited from my credit card. My next recourse will be to contact my credit card company.
Just out of good faith, regardless of their dealings with the City of [redacted], they should make exceptions to customers who are unfairly bilked. Again, one just needs to look at Facebook to see how often this occurs. Uber is in for some lawsuits I'm sure of it.
[redacted]

Initial Business Response /* (1000, 7, 2015/07/20) */
Our sincere apologies to this rider for the frustration he encountered with our NESF UberPOOL $7 Rides promotion. Our Community Support Team has been corresponding with him about this problem, and has corrected all the fares where the promotion...

did not apply properly. They have also forwarded the rider's feedback to our engineering team to investigate a possible technical issue, and have issued additional ride credit with the sincere hope he will continue Ubering with us. Again, we apologize for the inconvenience, and appreciate the chance to reply.

Complaint: [redacted]I am rejecting this response because it does not offer me a refund.   The uber representative (the driver) in this case did not know the fare information.   In addition, there was no contact number to call to receive fare information.    Furthermore, there is no fare tracker in the vehicle nor on the app that can let you know what your fare is at any given time.    I am prepared to contact the Florida attorney generals office regarding this lack of price disclosures.    As a consumer I should have the ability to know what my fare will be or what it amounts to at a given time.   I appreciate the fact that Uber will look into my complaint however I do not see any refunds being offered.   I am prepared to escalate the matter if no refunds are offered.    Thank youSincerely,[redacted]

Initial Business Response /* (1000, 7, 2015/10/08) */
Our sincere apologies to this first-time rider for the unclear and ineffective response he received from our Support Team member - it is definitely not up to our standard or in line with our policies. Uber Chicago does indeed offer a "First Ride...

Free (up to $20)" promotion, and we are always glad to apply it retroactively if the promo code was not entered. We have completely refunded the fare for this ride, and also issued additional ride credit with the sincere hope that this rider will give Uber another go. Thank you very much for the chance to reply.

Initial Business Response /* (1000, 17, 2015/07/06) */
Our Community Support Team has reached out directly to this rider to address the issue with his promo codes. We sincerely hope to reach a resolution and that this valued rider will continue to ride with us.
Initial Consumer Rebuttal /*...

(3000, 19, 2015/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Excuse me? There was nobody contacted with me and fixed the problem.

Uber is glad for the chance to look in to these concerns. ON July 3rd, one of our agents was able to refund these unrecognized charges to this rider's account. We sincerely hope that this resolution has been to the rider's satisfaction.

Initial Business Response /* (1000, 7, 2015/10/22) */
Uber is appreciates 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 the Uber app is installed, the vehicle class selection slider is set at...

UberBLACK; thereafter it automatically defaults to the rider's last vehicle choice. Only the rider can change this setting. We do understand that this rider regularly rides with uberX and the selection was made in error, so we have adjusted these three fares to what they would have been with uberX and refunded the difference. We hope that this matter has been resolved to our rider's satisfaction and that he will continue to ride with us. Thank you again for the chance to reply.