Uber Technologies

Initial Business Response / [redacted] (1000, 7, 2016/01/05) */ Uber is grateful for the chance to address our service issues When the rider initially contacted us saying that the upcharge for additional passengers [redacted] unwarranted, our Community Support Team reviewed the trip and immediately adjusted the fare back to the original amountThey also forwarded her feedback to our NJ Driver Ops, who determined that the driver had provided an incorrect trip number when requesting an additional charge for a ride the same eveningWe sincerely apologize to this rider for the frustration and inconvenience she experienced, and we have issued an additional ride credit with the sincere hope that she will continue riding with usThank you again for the chance to reply

Uber is glad for the chance to look in to this concernOn March 14th, one of our agents reached out to this rider in order to get this change made to their accountWe sincerely hope that this matter has been resolved to her satisfaction

Initial Business Response / [redacted] (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 usWe are terribly sorry to hear about this rider's bad experience on her ride on 12/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 accountThey 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 platformWe 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 systemThank you again for the chance reply Initial Consumer Rebuttal / [redacted] (3000, 9, 2016/01/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because I dont feel as if dollars is worth what I endured on that ride

Initial Business Response / [redacted] (1000, 7, 2015/10/14) */ Uber sincerely appreciates the chance to respond to any service issuesWhen 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 requestsThey then forwarded the rider's report to our Chicago Driver Ops team, who have followed up with this driver and taken appropriate actionRudeness and behavior such as the rider describes are absolutely not tolerated of our partners and will lead to deactivation from the Uber platformWe 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 driversOur ratings system exists to protect the safety and vehicles of our partner drivers and to ensure the security and comfort of our ridersWe 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 trips and Uber always takes feedback from both sides into considerationAgain, thank you for the chance to reply Initial Consumer Rebuttal / [redacted] (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 ratingYou 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 happenedYour statement is completely contradictoryYou 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 happenedA service to rate never occurredWhat "trip" is being rated? NoneThis specifically goes against your policy if you let this rating of a non-trip standI 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 concernWith the information that this individual has provided, we are unable to locate the account of this rider, or any correspondence they have had with our support staffWe would encourage this rider to reach out to us via in app support so we can assist them further with this matter

Initial Business Response / [redacted] (1000, 8, 2016/01/05) */ 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 usWe are terribly sorry to hear about this rider's bad experience on her ride on 12/Please be assured that our NYC Driver Ops have followed up with this driver and taken 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 platformWe greatly 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 systemTo that end, we have fully refunded the fare for this trip and issued additional ride credit, with the sincere hope that this rider will continue Ubering with usThank you again for the chance reply Initial Consumer Rebuttal / [redacted] (2000, 10, 2016/01/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I would like to thank Uber for their response to this matter and I am completely satisfied with the resolution

Initial Business Response / [redacted] (1000, 5, 2015/07/02) */ Uber is grateful for the opportunity to respond to this issue, as we are adamant about being upfront and transparent about our fare pricingOur Community Support Team has reviewed this trip and confirmed that the fare is correct for the time, distance traveled and vehicle typeThe Uber app features a fare estimator that provides fare quotes for all available vehicle classes, and estimates received during surge periods will always factor in the rate increase in effect at that timeFor this trip, the rider used the estimator prior to riding to get a fare quote for his trip in UberBLACK, Uber's premium, higher-priced optionHe received an estimate of $74.XX-XXX(please see attached screenshot), which reflected the current surge rate of 1.9X the fareHis final fare was within the range of the estimate he receivedWe have re-sent a receipt showing the fare breakdown, then instructed this rider how to select a vehicle type in the Uber app for future tripsAgain, thank you for the chance to respond

Initial Business Response / [redacted] (1000, 7, 2015/08/26) */ Uber is grateful for the chance to respond to this issueWhile we hope to provide phone support in the future, we currently handle all support requests via emailImmediately after this ride on the evening of 8/5/15, the driver contacted our Community Support Team to report that he had mis-timed the tripHe provided them with the correct pick up and drop off locations, and within minutes of the trip's end, they had adjusted the fare in accord with an estimate for what the ride should cost based on the route, then sent an updated receiptThe rider contacted our team the next day, and they promptly replied that the trip had already been adjusted to the correct amountWe believe that both the driver and our support team handled this matter quickly and professionally, and again, thank you for the chance to reply Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/08/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) The ride was adjusted to $which is still wrong as the driver told me afterwards that I had been wrongly charged for an Uber XL which is not what I ordered or received and is in fact not even available in this areaThe trip needs to be refunded all together for how ridiculous it is to get a response from your company, the Revdex.com had a hard time getting a response from you for crying out loudThe chance to adjust the amount is over a Full refund is now entitled

Initial Business Response / [redacted] (1000, 14, 2015/11/29) */ Uber appreciates the opportunity to respond, as our riders' safety and security are our highest priorityWe greatly appreciate this customer calling this matter to our attention, as feedback from our riders helps ensure we have only the safest, most professional drivers on our systemPlease be assured that our [redacted] Driver Ops team has followed up with this driver and taken appropriate actionWe are always grateful for our riders' feedback so we can improve our performance and make all trips reliably pleasant and professionalTo that end, we have fully refunded the fare for this trip and issued additional ride credit, with the sincere hope that this rider will continue to ride with usThank you again for the chance to reply Initial Consumer Rebuttal / [redacted] (2000, 16, 2015/12/01) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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 meSincerely, [redacted] ***

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

Initial Business Response / [redacted] (1000, 7, 2015/12/17) */ Uber is grateful for the chance to respond to this issueOur Driver Ops team has worked directly with this partner driver to address his concernsWe sincerely hope that the matter has been resolved to his satisfaction

Initial Business Response / [redacted] (1000, 11, 2015/12/23) */ Uber is grateful for the chance to respond to this issue Our Incident Response Team has followed up with the driver for this trip to ensure that the alleged incident is investigated and handled according to protocolHowever, the driver did provide the trip in its entirety and must be compensated for the trip provided on the Uber platform We add that complaint's account has been suspended for activity that violates our Terms and Conditions (https://www.uber.com/legal/usa/terms) and will remain unavailable until further noticeThank you again for the chance to reply Initial Consumer Rebuttal / [redacted] (3000, 13, 2015/12/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Uber has not addressed my complaint and is avoiding the issueThe gist of my complaint is that the driver disrespected my now former girlfriend and me by by asking her for her phone number behind my backI asked for a full refund for this ride because he violated Uber's terms and conditionsUber has stated that I violated the terms and conditions but has not provided a reason or proof of how I violated the terms and conditionsIn any event this would be irrelevant to my complaintUber is just being cheap and wrong by not refunding me for this rideIf Uber does not refund me for this ride asap I will be taking legal action against them as a result Regards, [redacted]

Uber is glad for the chance to look in to these concernsWe have forwarded this rider's lost item concern to our team that handles these cases in order to assist them furtherWe sincerely hope that they will be reunited with their phone!

Initial Business Response / [redacted] (1000, 8, 2015/06/04) */ Uber is grateful for the opportunity to respond, as the safety and security of both our riders and community are our highest priorityPlease be assured that our SF Driver Ops team has begun an investigation with the information provided in this feedback and will be taking appropriate actionWe greatly appreciate the writer calling this matter to our attention, and again, thank you for the chance to reply

Initial Business Response / [redacted] (1000, 11, 2015/12/16) */ Uber is grateful for the chance to respond to this issueWhen the rider initially contacted us about a $cancellation fee, our Community Support Team promptly refunded the chargeWe hope that this matter has been resolved to our rider's satisfaction and that he will continue Ubering with usThank you again for the chance to reply

Subject: Case # [redacted] In ref to an case I opened yesterday against Uber Eats or Uber technology, I wish to inform that I was able to speak with the company in question and come to a resolutionTherefore, I wish to close this caseI appreciate your assistance concerning this matter

Initial Business Response / [redacted] (1000, 7, 2015/11/10) */ Uber is grateful for the chance to respond to this issueOur Driver Support Team is working directly with this partner driver to address each of her concernsWe sincerely hope to reach a satisfactory resolution, and that this valued partner will continue driving with us

Initial Business Response / [redacted] (1000, 5, 2015/07/23) */ Uber appreciates the chance to respond to this issueAs a courtesy and a compromise, we have adjusted the fare for this ride down by $However, as the rider did not enter the destination into the app, and did not clearly articulate the exact address to the driver, no further adjustment will be madeThe driver must be fairly compensated for his timeAgain, thank you for the chance to reply Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are making an assumption that "I did not clearly articulate the address to the driver." I absolutely did give the driver the correct addressFurther, the driver immediately knew he was in the wrong when I questioned where he was goingHe said he was going to cancel the whole ride which he did not doThis was a very shady operation and I feel I have been taken advantage of

Initial Business Response / [redacted] (1000, 15, 2016/02/29) */ Uber is glad for the chance to be able to look in to these concernsWe have reached out via e-mail to this Partner in order to assist them individuallyWe sincerely hope that the matter is resolved to their satisfaction