Uber Technologies

Initial Business Response / [redacted] (1000, 7, 2016/01/04) */ Uber appreciates the chance to respond to this issueOur Community Support Team has reviewed this rider's account and found that it is in violation of Uber's Terms of Service (https://www.uber.com/legal/usa/termsunder "Your Use of the Services" "User Accounts"), which state "Unless otherwise permitted by Uber in writing, you may only possess one Account." Unfortunately, we will not be able to reactivate this accountThank you again for the chance to reply

Initial Business Response / [redacted] (1000, 7, 2015/11/30) */ Our Community Support Team is working directly with this rider to answer all questions and address her concernsWe sincerely hope to reach a resolution and that this valued rider will continue Ubering with usThank you very much for the chance to respond Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/12/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I feel I deserve uber credits for all my lost time and money!!!! Thank you

Initial Business Response / [redacted] (1000, 5, 2015/07/08) */ Uber is grateful for the chance to respond to any issues with our partner driversFacilitating a clean and comfortable environment for both riders and drivers is a top priority for us, and we greatly appreciate our partners keeping their vehicles in spotless condition A senior manager of our Driver Operations team has followed up with the driver about this issueAs they've explained, Uber's cleaning fee policies clearly state that the cleaning and damage fees we facilitate are reserved for significant messes (vomit, major food spillage, etc.) directly attributable to the rider on a given trip and that require professional cleaning services onlyThe documentary photos sent by this driver showed no significant damage to the interior of the carUber does not reimburse for cleaning fees for any mess that can be remedied by standard cleaning or tidying upUnfortunately, we are unable to bill riders for any time lost when a driver is off the system We have, however, reached out to the blue Icee rider to remind them that the Uber system relies on respect between riders and drivers, and that drivers require an Uber-clean vehicle to make their livingWe appreciate this valued partner's efforts to keep his car immaculate for his passengers, and we sincerely hope that he will continue driving with usAgain, thank you for the chance to reply

Uber is glad for the chance to look in to this concernIt appears that this trip was made as an UberX requestThe other fare this rider was seeing was likely the estimate for an UberPOOL tripIt's always crucial to make sure that riders are selecting the correct option when they request trips, to ensure that they're paying the proper fareBecausethese UberPOOL fares are calculated dynamically, we are unable to adjust trips from UberX to uberPOOL rates when these mistakes are made

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 meI have received the refund in a timely manner, however the company still needs to work on a better way for people who are victims to fraudulent activity rather then just an email because in my case if it wasn't for my husband taking to twitter, I'm not sure if the company would've responded as fast as they didThis needs to be addressed and an option to talk to a live person should be available to them Again, I appreciate Uber addressing this and issuing my refund in a timely mannerSincerely, [redacted]

Uber is glad for the chance to look out to this concernsRecently, one of our agents reached back out to this partner about their payment via their original message to usWe sincerely hope the additional information will help

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

Initial Business Response / [redacted] (1000, 15, 2015/12/21) */ Our Community Support Team has reached out directly to this rider by both phone and email to answer all questions and address her concernsWe sincerely hope that this matter has been resolved to her satisfaction and that this valued rider will continue Ubering with usThank you very much for the chance to respond

Initial Business Response / [redacted] (1000, 7, 2015/11/01) */ Our sincere apologies to this rider for the confusion around our "First Ride Free (Up to $20)" promotional offerUber operates in countries worldwideAs our Community Support Team has explained, all Uber promotions are only applicable for the currency in which they are offered; in this case, a $20-off promotion code will not work in a country where the currency is EUR, not USDAs the complainant is a new Uber user, our team retroactively applied a promotion to this trip that is the Irish equivalent of our US offer - off the first trip - and refunded the difference (no credit in Euros was issued, as we understand that the rider was traveling at the time)The $US "First Ride" promo code is still available to use on his next local tripAgain, we do apologize for the confusion, and we hope that this matter has been resolved to our rider's satisfactionThank you very much for the chance to reply Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/11/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) The Uber "sincere apology" is worthlessThey did not meet their promise of promotional free ride up to $Their claim that "promotions are only applicable for the currency in which they are offered" are not corroborated by Uber documentation that is available for customersMaybe it is their policy, but in order to enforce it they have to clearly disclose it in Uber mobile application and their help documentationSince it is not done this policy can only be classified as a fraud, which is aimed to extort more money from unsuspecting customersThat is what happened to me - I was charged the amount that I did not expectIf I knew in advance about this policy I would use different way of transportation, but unfortunately there was no way for me to know about this hidden policy before I was charged I am insisting on getting credit of $- the amount that I was overcharged As a middle ground offer I propose Uber to remove the promotional free ride (up to $20.00) that I currently have on my account Final Business Response / [redacted] (4000, 11, 2015/11/10) */ The PROMOTIONS section of our Rider Help page (https://help.uber.com/h/3aXXXXXe-aXXX-XXa0-b63e-99d39c380c39) states, "Uber credit or rides will be applied to fares billed in the corresponding currency." Again, our Support Team applied a the local "First Ride" promotion in EUR to this rider's first trip as a courtesy, and the $USD credit remains on his accountThank you again for the chance to respond Final Consumer Response / [redacted] (4200, 13, 2015/11/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) For any person with common sense the phrase "Uber credit or rides will be applied to fares billed in the corresponding currency" would only indicate that the promotion amount would have to be converted to the currency of the country where it was usedThis means that if I used $promotion in Europe then it has to be converted to about EurosTherefore the Euros should be subtracted from my billThis phrase absolutely does not say that the promotion is only applicable in the country where it was offered So I have to conclude that Uber does not have any prove of their claim, and does not want to repay me the amount that I owed ($8.80) Consequently I would have to consider other options, like publishing my grievance on social media, and complaining to the Federal Trade Commission Regards

Initial Business Response / [redacted] (1000, 7, 2015/10/31) */ Uber appreciates the chance to respond to this issue, as we are adamant about being upfront and transparent about our fare pricing As we have explained to this rider, as of August 4, 2015, all trips starting and ending at Newark Airport will be calculated at standard rates (time + distance) instead of a flat rateIn order to avoid surprises, any rider opening the app in the airport for the first time since the change will be shown an informational splash screenRiders may also always run a fare quote in the Uber app before their trip in order to see an estimated fare While rates for trips originating in New Jersey and ending at Newark Airport have not changed, the rates for trips from the airport to destinations in New Jersey have been adjusted to match rates from other New York City area airportsNewark Airport, while in New Jersey, is considered a NYC airport, and the rates for trips from Newark are now aligned with the rates for trips from LaGuardia and JFKNow that the rates are in line, we can offer more available vehicles, shorter wait times, and better-compensated driversThis change has been posted to our website and app, and is reflected in all fare quotes As the complainant has stated, we have added a $credit to his account as a sincere apology for the confusionThank you again for the chance to reply Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/11/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response is unacceptableIf I go into a restaurant one day with a menu price of $100, the next time I am going to assume the price is $unless I am notified otherwiseIf the restaurant without warning me then decides to make the price of the same meal $200, that would be considered fraud Uber claims that I was given a new "splash screen" that displayed this new pricing, I am claiming that I never received this screen, so possibly there was a glitch in their system in how this was displayedAll I received was a message that said "Welcome to Newark Airport" when opening the appDue to the fact that the prices typically are a flat rate, I had no expectation that I would need to use the "Fare Estimate" calculator since in the past, the price point covered the entire NJ state Uber claims "by changing the price we can offer more available vehicles, shorter wait times, and better-compensated drivers." that's great, but if you do not let your customers know that you are changing the price, you are flat out committing price gouging, or "gotcha" pricing, which is considered "price fraud" I would love to tell people i'm going to charge them $for my product, and then charge them $and then state "Well that's the average price for the product that i'm offering, it lets me use better materials" the point is that I told my customer the price was $50, so by double charging them without warning I am fraudulently taking funds from them I tried to be nice here and allow Uber to make this right by offering the equivalent amount as a credit, so the money will still go to their service, however they appear to be taking a "non-friendly" stance on this issue, so I will do the sameIf Uber does not issue a credit for the amount of $in response to this complaint, I will be initiating a chargeback with my bank for the amount of $I will then use this money for "non-Uber" products, so they will lose this money

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

Initial Business Response / [redacted] (1000, 7, 2016/01/04) */ Uber is grateful for the opportunity to address our service issuesWhen this rider contacted our Community Support Team about a cleaning fee, they reviewed the trip and found that she had been incorrectly chargedThe fee has been completely refunded, along with additional ride credit as a sincere apology for the hassle and inconvenienceOur Driver Operations Team will be following 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, 8, 2015/09/09) */ Uber appreciates the chance to address any service issuesOur Community Support Team has been working with this rider and her bank to resolve the technical problems with her credit card and payment profileWe're pleased to report that her account is now ready to roll, and we truly apologize for the frustration and inconvenienceWe've added ride credit to her account as a sincere thank-you for her patience, and with the hope that she'll continue riding with usThank you very much for the chance to reply Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/09/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes I got a credit card to work but it was NOT my credit card of choiceApparently UBER does not accept credit cards that offer rewards to the customer for using their cardsI verified this with a friend who was also unable to use her rewards card with UBERCustomers should be able to use their card of choiceHaving said that although it's not my choice of credit cards to use I will continue to use UBERI got one free ride and the drivers were outstanding!

Initial Business Response / [redacted] (1000, 8, 2015/09/24) */ Uber is grateful for the chance to respond to this issue Our Driver Ops team has confirmed that this partner driver was not charged a deposit fee for an Uber-issued phoneWe provided copies of payment statements that show that no device deposit was charged and all earned fares are reflectedWe have no way of editing information on pay statements Uber is a tip-free system, and additional tip charges are never assessed to Uber riders or paid to driversUber has never promised or made mention of tips appearing in driver payments We apologize if our team's efforts to be of assistance in resolving this matter have been unsatisfactory, but Uber has made every effort in good faith to be provide clear information and documentation to this former partner driverThank you again for the chance to respond Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am very dissatisfied with uber technologies, inc response! Revdex.com they are definitely lying because as you saw in the emails I sent you per conversations that took place between myself and uber they admitted that they would refund me for the uber phone which they did deduct from two of my previous paychecks! I definitely do not believe them when they stated that they have no way of editing their website I mean really what company cannot edit their own website! They deleted the miscellaneous category from which they deducted the uber phone fees from my paycheck because they know that this is evidence against them!! As you also saw Revdex.com by the videos I sent to you that uber is an illegitimate company by how they mistreat their driver employees and rip off their riders all over the country!! As I also mentioned before regardless of what they say uber does owe me $additional to the $for a whole week of work they did not pay me for which they refused to pay me!! Thank you once again Revdex.com for your response all I want from uber is to pay me the money that is rightfully owed to me and to have no more dealings with this corrupt organization!! Thank you once again Revdex.com for your concerns and cooperation on this urgent matter and have a great day!

Initial Business Response / [redacted] (1000, 5, 2015/06/22) */ Uber appreciates the chance to address our service issuesWe are truly sorry to hear that this rider feels that a metered fare was entered incorrectly by an UberTAXI driverUnfortunately, for UberTAXI service in [redacted] , all metered fare rates are set not by Uber, but by the City of [redacted] , specifically the department of Business Affairs & Consumer ProtectionUber has no control over that pricing, nor do we have any legal ability to adjust a fare after the factWe have directed this rider to the City's website and Cab Complaint submission form to resolve the fare disputeWe also recommend that she use uberX or UberBLACK for future trips, as those rates are solely controlled by Uber and we do have the ability to make fare adjustmentsAlso, we have noted this occurrence on this UberTAXI driver's accountAgain, thank you for the chance to reply Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) They should have mentioned that clearly about uberX & uberBLACK, but anyhow City of [redacted] refund the amount for this caseThank you for the response

Initial Business Response / [redacted] (1000, 10, 2015/11/25) */ Uber appreciates the chance to respond to this issue, as the security of our customers' account and payment information is of the utmost importance to usWhen this rider initially contacted our Community Support Team, they immediately changed her linformation so that any unauthorized users were logged out, then disabled the payment method to prevent further unapproved chargesThe unauthorized fares were completely refunded, and the account and all personal and payment information were deleted per the rider's requestOur sincerest apologies for the hassle and inconvenience, and thank you again for the chance to reply Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/11/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you

Initial Business Response / [redacted] (1000, 7, 2015/09/23) */ Uber appreciates the chance to respond to this issue, as we are adamant about being upfront and transparent about our fare pricing Uber's fares are determined by the app, not the driverPlease 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 2.0XThe Uber app features a fare estimator, and estimates 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 3.9X at 11:p.m The driver for this trip was not the same driver who cancelled the initial ride requestSurged pricing was also in effect at that timeSince it was the driver who cancelled, no cancellation fee was charged per our policy 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 adjusted the fare down by 25% and refunded the difference as a courtesyAgain, thank you for the chance to reply

Initial Business Response / [redacted] (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 concernsWe hope to reach a resolution, and we appreciate the chance to respond

Uber is glad for the chance to investigate this matter furtherThree days ago, a member from our payment team reached out to this rider in order to gather more information, as screenshots previously sent in by this rider were not clear enough for us to readThis rider should respond to that message, so we can assist them further with their concerns