Uber Technologies

Initial Business Response /* (1000, 7, 2015/10/28) */
Uber is grateful for the chance to respond to this issue, and we sincerely apologize to our rider for the frustration and inconvenience he encountered following this ride. Although Uber has formerly offered a $75 Midtown-to-JFK flat rate, as of...

October 6, 2015, all trips starting and ending at JFK are calculated at standard rates; therefore, this fare was calculated by time and distance travelled for a total of $65.54 (this is within an estimate of $57-74 for this route via uberX). Immediately following this trip, the driver contacted us to report an extra stop on 23rd Street and an additional wait time of 35 minutes. Per our policy, if additional stops are added to a flat rate trip, we will adjust the fare to account for the additional time and mileage. However, in this case, a Support Team member incorrectly adjusted the "metered" rate to the old $75 flat fare. We are terribly sorry for the way this was mishandled and the confusion that resulted; it should have absolutely been understood that this was not a flat fare and no adjustment was necessary. We have since adjusted the fare back to $65.54, alone with additional ride credit as a sincere apology and a thank-you to this rider for his patience. Again, thank you for 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, 7, 2015/12/16) */
Uber appreciates the chance to respond to this issue, as we are adamant about being upfront and transparent about our fare pricing.
Uber offers a range of vehicle options to suit every trip, budget and occasion, and the Uber app features a...

fare estimator that can give a fare quote for a ride in all available vehicle types. When this rider initially contacted us about a fare, our Community Support Team explained that the vehicle type selected for this trip was UberPLUS - Uber's luxury, higher-priced option - so the rates for UberPLUS were charged. Also, the vehicle that provided this ride was a black Lincoln Town Car. Our team member confirmed that the fare was correct for the time, distance traveled and vehicle type, and instructed this rider how to select a vehicle type in the Uber app for future trips. We're sorry that we cannot be of further assistance, and thank you again for the chance to reply.
Initial Consumer Rebuttal /* (3000, 9, 2015/12/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Uber clearly texted me the range of cost $59-$63 for the kind of transportation I had asked for
I wouldn't pay $81.18 for a trip to the airport by someone who took the slowest route when I could have gotten a taxi for less.