Uber Technologies

Uber is glad for the chance to look in to this concernWe have reviewed this rider's conversation with the agent they spoke with in JulyWe are sincerely grateful for the feedback that this rider has provided, and deeply sorry to hear about the negative experience that they had on the journeyWhen this rider first wrote in to us, we refunded the fare of this trip for themAs the previous agent stated, we cannot, per our policies, provide any additional compensation for this concern

Initial Business Response / [redacted] (1000, 7, 2015/10/08) */ We are grateful for the chance to respond to this issue Uber implements dynamic pricing to ensure that riders always have a ride available when they need itAs we've explained to the complainant, when 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 surged periods so that riders can make an informed choice whether or not to use Uber 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] take 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 app also has a surge drop feature in place, so riders can choose to be notified when the dynamic 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 another ride For the fare of $75.17, our records show that the customer confirmed the surge notification twice, then accepted the surged rate of 1.3X at 3:a.mlocal timeThe trip with a fare of $was taken on the Uber account of an acquaintance who had added the same payment method to their accountThis rider was notified of the current surge rate of 2.8X and confirmed their ride request at 3:a.mlocal time When the complainant initially contacted us about these fares, our Community Support Team reviewed the trips and confirmed that the fares were correctly billed and in accord with an estimate for the routes; therefore, we are unable to adjust the faresWhen the rider was dissatisfied with the response he received, the matter was escalated to a senior manager, who reiterated and clarified the informationThe fares have since been charged back by the riderAt this time, we consider the matter closedThank you again for the chance to reply

Initial Business Response / [redacted] (1000, 5, 2015/07/07) */ 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 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 another rideOur records show that the customer was shown the surge notification, then accepted the surged rate of 3.5X at 11:p.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 timeFor this trip, the rider used the estimator prior to riding to get a fare quote for her trip and received an estimate of $292.50-$458.70, which reflected the current surge rate of 4.7X the fareHer final fare is within the range of the estimate she received Our Community Support Team responded promptly to this rider's initial support request, and explained dynamic pricing and why we implement surged fares during busy timesAgain, thank you for the chance to reply Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) That is not correct! I never received an estimate of plus dollarsThe estimate that popped up on my phone was I would have never in my right mind accepted a charge of over dollars to go milesI paid dollars earlier in the day to get to the same locationAnd as for your surge I was quoted You were never clear wether it was percent or times the priceYou guys are in the business of ripping people off and I will be sure to let everyone know what uber is aboutI know many people that use it in multiple citiesI will never use you guys again that is for sure!

Initial Business Response / [redacted] (1000, 5, 2015/07/28) */ Our sincere apologies to this rider for the confusion around the fare for his ride on 7/In this case, a NJ Uber partner driver had requested a fare correction due to a GPS issue, but provided the incorrect trip number, which resulted in an unnecessary adjustment of $to this rider's fareWith this rider's assistance, our Community Support Team has corrected the fare and issued additional ride credit as a sincere apology for the inconvenienceOur NJ Driver Ops have also followed up with the partner driver about the errorWe hope this matter has been resolved to the rider's satisfaction and that he'll ride with us again soon

Uber is glad for the chance to look in to this concernWe've reached out to members of our local team, and they've been able to confirm that the information on the website was an out of date promotionWe are sorry for any confusion this may have caused, and have since updated our website to reflect the costs of the vehicle inspection in Flagstaff

Initial Business Response / [redacted] (1000, 7, 2015/10/29) */ Uber is grateful for the chance to respond to this issueUnfortunately, it appears that this partner driver's account was deactivated due to repeated issues with trip and service qualityThe safety, well-being and success of our partners is very important to us, and we work hard to offer reliable support to them via our dedicated Driver Ops and Driver Support TeamResources for partners include our 24-hour email and chat system, in-person help at our Driver Support Centers and online training and tutorial videosWe are always happy to be of assistance to our partners, and help them to provide a consistently safe and professional ride to their passengersThank you again for the chance to reply Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/11/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) first of all there are no phone responce numbers and second of allmy mom [redacted] worked hard for you .you kept tips that she made and fired her without reasoning your buessness is shady Final Business Response / [redacted] (4000, 11, 2015/11/10) */ Our records show that our Driver Ops team has provided consistent support to this partner, clearly explained the reasons for deactivation and offered her the option of attending a quality improvement class, which is designed to help our partner drivers provide more professional service and increase their ratings, in order to be considered for reactivationAlso, Uber is a cashless, tip-free system and drivers are paid electronically based solely on the trips they takeUber has no way of keeping tips, as no tips are collected by the Uber appThank you again for the chance to reply

Initial Business Response / [redacted] (1000, 7, 2015/10/29) */ Uber is grateful for the chance to respond to this issueThe security and privacy of our riders' personal and payment information are of the utmost importance to us, and our system's safeguards are in place to protect our customers from any unauthorized use of their account or payment methodsIn this case, this rider's account was flagged by our system and suspended, so our Community Support Team asked for confirmation that the rider was the cardholder per our policyUber's Terms of Service (https://www.uber.com/legal/terms) do state that "in certain instances riders may be asked to provide proof of identity to access or use the Services, and riders agree that they may be denied access to or use of the Services if they refuse to provide it." We completely understand why this rider is concerned about providing us with photo ID and credit card verification, but when we make this request, we always instruct riders to obscure any sensitive information on their identification and all but the last four digits and expiration date on the credit cardAs we have assured this rider, the personal information Uber collects is securely stored within our databases, and we use industry-standard security practices such as encryption, firewalls and SSL (Secure Socket Layers) for protecting this dataWe sincerely apologize for the inconvenience, and soon as we receive the requested information, we will be able to reactivate the accountThank you again for the chance to respond Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Uber is still asking for credit card information when I did not use a credit card to pay for their servicesThe purpose of using PayPal was to avoid giving Uber credit card information in the first placeUber is claiming that the credit card information is to verify identity, however a credit card is not a valid form of identificationA photo Identification should be all the proof of identity they require, and there is nothing in the terms of service that I can find that references a requirement to show proof of payment methodIf Uber is unwilling to unlock my account when I have complied with their terms of service, then I will no longer be an Uber customerIf this is the outcome, then I request that this claim and responses be posted on the Revdex.com website for the public to view and make their own informed decision about using Ubers services

Initial Business Response / [redacted] (1000, 15, 2016/02/26) */ Uber is glad for the opportunity to look in to these concernsWe have reached out to this individual via e-mail in order to address this for themWe sincerely hope that the matter has been resolved to her satisfaction

I don't know I continue to use this service if all these people going to continues to do is make me late for work, uber is going to have to refund me my money back because this is ridiculous I don't spend my money on there service for it to be wasted upon there convincesThis is there 3rd time making me late within the last WEEK! Today is unacceptable my driver ( [redacted] ) drove the wrong way to get on the highway as long as I been living where I live I never had a driver to go a different route with the GPS on I don't know what he was thinking! I am very upset and I want some results ASAP!! Y'all are going to have to give me my money back or Uber credits this crazy 3rd within the last week!! And the driver ( [redacted] ) was going the wrong way the whole trip kept getting off the wrong exits TWICE turning around all because she couldn't figure out where she was at GPS was all wacked out didn't even getting an apology or anything!! That's why she got rated two stars and this uber driver will get the same rating!! Uber need to check my ride history and see how much I be throwing away to there inconsiderate drivers!! TranslateRefund me my money back for those two days!!

Initial Business Response / [redacted] (1000, 7, 2015/11/10) */ We are grateful for the chance to respond to this issueUber makes every possible effort to reunite riders with lost items (please see our Rider Support Page here: https://help.uber.com/h/cXXXXXXX-Xa85-4e1e-bcf4-a0b2ab2642e3)Drivers partner with Uber as independent contractors, but if a rider leaves an item behind, Uber does everything it can to help retrieve it and facilitate a returnIf a rider believes a driver is in possession of their property but will not return it, they have the right to seek formal litigation via the appropriate authorities, and Uber will always comply with any investigationUber has made an earnest effort in good faith and done everything possible to help this rider recover his missing phone, and we regret the frustration and inconvenience he experiencedHowever, riders are ultimately responsible for their personal items, and Uber does not compensate and cannot be held responsible for lost property, nor for expenses incurred as a resultThank you again for the chance to reply

Complaint: [redacted] I am rejecting this response because: deduction occur from July to July week earnings, I clearly stated this in my first emailSincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 7, 2015/10/22) */ Uber is appreciates the chance to respond to this issueWhile we hope to provide phone support in the future, we currently handle all support requests via emailWhen the Uber app is installed, the vehicle class selection slider is set at UberBLACK; thereafter it automatically defaults to the rider's last vehicle choiceOnly the rider can change this settingWe 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 differenceWe hope that this matter has been resolved to our rider's satisfaction and that he will continue to ride with usThank you again for the chance to reply

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]

Uber is glad for the chance to look in to this concernOne of our agents recently reached out to this rider in order to explain this fee for themWe received reports from this driver that some of the mess did end up between the crack in the window and the door,which is why the fee assessed is the amount that it wasAny further concerns this rider has about this fee can be addressed to the email with our support rep

Initial Business Response / [redacted] (1000, 5, 2015/07/23) */ We appreciate the chance to respond to this issue Uber has procedures and guidelines in place that must be strictly followed when a driver submits a request for a cleaning fee, and before a rider is chargedIn this case, the driver contacted us immediately following this rider's trip on 6/20/at 12:a.mto report that the rider had spilled liquid from a cup in his vehicleHe also reported a strong smell in his car that prevented him from accepting any trip requests or picking up any passengers [redacted] the backseat of his car was cleaned and deodorizedHe provided photos documenting the mess in the car, the trip number and a description of the incident per our policyThe rider was immediately sent an updated and itemized receiptWhen she contacted our Community Support team inquiring about the adjustment to her fare, she was provided with photos, a further explanation of the charge and a statement of our Cleaning Fee policy Our partner drivers' personal vehicles are their livelihood and their source of incomeWhen a rider makes a mess in their car, they are out of business until the mess and odor are goneDrivers pay out of their own pocket to have their vehicle cleaned, and they need to be fairly compensated for the cleaning required in order for them to continue to pick up passengers [redacted] the condition expected of an Uber vehicle Uber's policies are in place to protect the drivers we partner with and provide their passengers [redacted] an odor-free, clean and comfortable rideUber's Cleaning Fee policies are clearly stated in our Terms of Service (http://www.uber.com/legal/usa/terms) and on our Rider Support page (https://help.uber.com/h/079c30a4-5bXX-XXXX-b518-3ec9c4310e33)When Uber riders sign up for an account, they agree to abide by the Terms of Service, including our right to assess a discretionary cleaning fee when they accept these TermsThe section header "Repair or Cleaning Fees" states the following: "You shall be responsible for the cost of repair for damage to, or necessary cleaning of, Third Party Provider vehicles and property resulting from your use of the Services in excess of "wear and tear" damages and necessary cleaning ("Repair or Cleaning")In the event that a Third Party Provider reports the need for Repair or Cleaning, and such Repair or Cleaning request is verified by Uber in Uber's reasonable discretion, Uber reserves the right to facilitate payment for the reasonable cost of such Repair or Cleaning on behalf of the Third Party Provider using your preferred payment method designated in your AccountSuch amounts will be transferred by Uber to the applicable Third Party Provider and are non-refundable." Our Rider Help page states: "The drivers that we partner with work hard to maintain clean vehiclesA clean up fee for cosmetic or physical damage to the interior or exterior of the vehicle incurred as a result of events such as vomiting or pet accidents will be assessed and charged when applicableIn most cases, this fee will be between $and $200, but the exact amount depends on the extent of the damageYou will always receive an updated receipt with an explanation when this fee is being charged." Our Community Support Team has confirmed the rider's request to close her account and deleted all personal information and payment methods associated with her Uber account in compliance with our Privacy PolicyWe regret that this situation occurred, and again, thank you for the chance to reply

Uber is glad for the chance to look in to this concernOne of our agents has reached out to this rider in order to refund this fare due to an incorrectly selected vehicle classWe always encourageour riders to double and trips check to make sure they've selected the correct option, and check the fare estimator, before requesting a trip

Please cancel this complaint, they have reached out and corrected the mistake Thank you

Initial Business Response / [redacted] (1000, 7, 2015/10/22) */ We are very grateful for 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 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] take 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 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 timeThe app also has a surge drop feature in place, so riders can choose to be notified when dynamic 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 another ride When the complainant initially contacted us about this fare, our Community Support Team explained dynamic pricing and adjusted the fare down by 25% as a first-time courtesy per our policyHowever, we were not informed that the driver gave the riders his personal phone number, then requested the ride himself using a rider's phoneUber's partner drivers are absolutely NOT allowed to solicit rides outside of the Uber platformThey may not use a rider's phone to request their own ride, and may NEVER accept surged rates on the rider's behalfThis is a violation of our policies and Terms of Use, and our Milwaukee Driver Ops have been notified of this incident so that they may take appropriate action We have adjusted the fare to the non-surged rate that the rider expected to pay, along with additional ride credit as a sincere apology for his frustration and inconvenienceWe truly hope that this matter has been resolved to our rider's satisfaction, and that he will ride with us again soonThank you again for the chance to reply

Initial Business Response / [redacted] (1000, 8, 2015/09/03) */ Uber is grateful for the chance to respond to this issueWhen the complainant initially contacted us about the unauthorized charges, our Community Support Team informed her that someone who has access to her credit card is using it on their Uber account and hasn't communicated that with herWe also notified her that there are common identifiers between her and the Uber user that indicate that she may know the person using her cardHowever, Uber's Privacy Policy (https://www.uber.com/legal/privacy/users/en) strictly prohibits us from disclosing ride history, account details or any personal information to anyone other than the account holder Our support team has blocked the complainant's payment method from any further use on the Uber platformAlso, the account has been suspended as it appears to be in violation of our Terms of Service (https://help.uber.com/h [redacted] ) Our team has strongly advised this rider to contact her card-issuing bank or financial institution immediately if she believes that her payment information has been compromisedThe bank will able to directly refund these unapproved charges and prevent any further unauthorized usage of her cardAgain, thank you for the chance to reply Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/09/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Uber continues to refuse to refund the charges because the company claims that I may know the person who made the chargesThe bottom line is that no one is authorized my card but me and I have no idea who made these charges and am not responsible for themThe company accepted my credit card information without verifying that the person using the card was me or an authorized userAs a result eleven separate charges (amounting to over $150) were placed against my card during a two hour period which caused my account to become negative and I was charged a $fee because my gas bill bounced as a resultMy bank finally reversed the charges so I am requesting that Uber refund the fee Final Business Response / [redacted] (4000, 12, 2015/09/07) */ We are sincerely glad to hear that the complainant has been able to resolve this issue through her bank and have these charges reversed directlyUnfortunately, Uber cannot be responsible for any overdraft fees incurred

Initial Business Response / [redacted] (1000, 7, 2015/10/07) */ Uber is grateful for the chance to respond to this issueThe safety, security and privacy of personal and payment information is of the utmost importance to usAs is typical with secure e-commerce, riders opening an Uber account using a credit or debit card are required to provide the full card number, expiration date, CVV (Card Value Verification) number and correct billing zip codeIf a rider or non-user's payment method has been compromised, our Community Support Team will locate the unauthorized charges, immediately ban the card from further use in the Uber system and suspend the account of any unauthorized userWe will also fully cooperate with any formal investigation by the correct authoritiesAs we could not locate a support request or correspondence from this complainant, our team has reached out directly to her asking for more information so that we may investigate this matter furtherWe hope to hear from her soon, and thank you again for the chance to reply