Uber Technologies

Initial Business Response /* (1000, 7, 2015/10/29) */
Our sincerest apologies to this rider for his frustration and inconvenience, and especially for the delay in our response while we forwarded his request to Uber China's Support TeamAs they've explained, Uber accounts may be flagged or
suspended if a rider logs in via different devices, or if they have more than one accountWith our rider's assistance, we have deleted the duplicate account and reinstated the active one, so he is now able to request a ride with no troubleWe are truly grateful for his patience, and we hope that he will ride with us again soonçš„
Initial Consumer Rebuttal /* (2000, 9, 2015/11/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The Uber Company representative contacted me after the day I filed a complaint, and he addressed issues and solved problems efficiently

Initial Business Response /* (1000, 7, 2015/11/29) */
We appreciate 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
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 ** 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 quotes 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, then accepted the surged rate of 4.3X at 1:a.m
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 added credit to his account in the amount of 25% of the total fareAgain, thank you for the chance to reply

Complaint: ***I am rejecting this response because:
I would like to supplement my previous complaint *** against UBER. As of this morning the police called me and located my wallet. Destroyed and pulled apart with all credit cards removed and only the license and a
few minor items left in it.
The alarming part is that it was tossed out roadside at the exact route and approximate location that the UBER driver would have been at by the time I had called and spoke with him. It is very obvious from this finding that whenever I reached out to the driver initially in lieu of bringing the wallet back to my address he rummage thru it for anything of value and thru it out of the vehicle
I understand it would be hard to control this behavior by UBER headquarters but they should have some form of customer service contact for such items when they are occurring and should also definitely follow up with peoples complaints.
How do I ensure my story gets told so others know they should be concerned as well and that I give UBER a horrible review with your offices. That seems to be as much as I can do as I have no way to speak with them directly
Thank you,
*** ***

Initial Business Response /* (1000, 9, 2015/12/16) */
Uber is grateful for the chance to respond to this issueOur Miami Driver Support team is working directly with this partner driver to address her concernsWe sincerely hope that the matter is resolved to her satisfaction and that this valued
partner will continue driving with us
Initial Consumer Rebuttal /* (3000, 11, 2015/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This issue has NOT been resolved and uber has NOT honored the $I also have another issue with them regarding an adjustment that has NOT been added to my current pay statement

Initial Business Response /* (1000, 7, 2015/09/28) */
Uber appreciates the chance to respond to this matter
Our sincere apologies to this rider for the frustration and inconvenience he experienced due to a technical issue on 8/When he initially contacted our Community Support Team about
this excessively high fare, they immediately adjusted it to the correct amount $and refunded the differenceOur records show a refund of $issued on 8/When the rider reported that the funds hadn't yet appeared in his bank account, our Payments Team followed up with PayPal and confirmed that the refund had been processed and settledThe rider has since verified that the refund was completedAgain, our apologies for the trouble, and thank you again for the chance to reply

Initial Business Response /* (1000, 16, 2015/12/14) */
Uber appreciates the chance to respond to this issueOur Community Support Team has explained to this rider that while Uber bills all fares *immediately* following the trip, the rider's bank make take several days to process the transaction,
and Uber is not responsible for any overdraft fees incurredThank you again for the chance to reply
Initial Consumer Rebuttal /* (3000, 18, 2015/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The bank ans me sat down reviewed the transactions plus thwir month late in responding to begin with

Initial Business Response /* (1000, 16, 2016/03/17) */
Uber is glad for the chance to take another look at thisIn December, shortly after this case was opened, members of our support team spoke with this rider in order to make sure that this got addressed for themWe sincerely hope that we were
able to assist in this matter

Uber is glad for the chance to take another look at this concernOn June 6th, one of our agents reached out and refunded this rider for this incorrectly applied cleaning feeWe sincererly apologize for any inconvenience that this may have caused for the rider

Initial Business Response /* (1000, 5, 2015/06/28) */
Uber is grateful for the chance to respond to this issueOur Community Support Team has been corresponding with this rider in an effort to resolve the problems with his accountThe account was temporarily suspended because it is linked to
multiple Uber accounts that are also suspended or whose payment methods have been flagged by our system for security reasonsAlso, Uber is unable to accept prepaid credit cards as paymentWith the rider's assistance, our Support Team has verified his payment information and reactivated his accountAgain, thank you for the chance to reply
Initial Consumer Rebuttal /* (3000, 7, 2015/07/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes corresponding for months now and I still can not use my accountI will be sending an attachment with e-mailsOne is pages longYou will see they ask for the same thing multiple timesWhen they get it nothing happens no responseI have tried to find a number to *** and talk to someone and nothingYes I have used my debit card on other peoples acctsNobody remembers there passwords *** more since it's all stored on a google server and accessible from anywhere so people don't want to sign out of there acctsTemporarily suspended....it still isI tried to use it yesterdayI would appreciate it if you guys would make sure it's working before you tell me it isThere have been MULTIPLE times I was told everything was good and it didn't' workI only used a prepaid debit card out of frustrationWhen you are stranded somewhere its horrible, but of course that didn't work.Once again my payment information is not activated and I was told that I didn't send one of my debit cards in and had to resend it (again)I feel as tho nobody is doing anything to really try and fix the problemIt seems like they hit a couple keys and say, that should fix it without chacking
Final Business Response /* (4000, 10, 2015/07/08) */
After further review of this rider's account(s), it appears the use of a promotion was in violation of Uber's Terms of Service (https://www.uber.com/legal/usa/terms), which initially disabled the original account and has continued to cause the trouble this rider reports in his complaintThe necessary adjustments have been made and his payment methods have been verified for future use; however, we won't be able to honor the value of the promotionIn addition, there is also an outstanding balance on the account, and Uber riders may not request a ride when their account is in arrearsAgain, we appreciate the chance to respond to this issue
Final Consumer Response /* (2000, 12, 2015/07/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: ***I am rejecting this response because:Sincerely,*** ***
Uber is claiming I selected the SUV selection which I never did as I explained to the Uber customer service representativeI was going grocery shopping and not to a formal functionCommon sense should dictate to Uber the same destination can not carry such vast difference in pricing or fareUber is ripping off customers and being allowed to get away with this practice

Initial Business Response /* (1000, 5, 2015/07/02) */
Our apologies to this rider for what sounds like a very frustrating experienceUber greatly appreciates his calling these issues to our attention, as feedback from our riders helps us keep all Uber trips as seamless and professional as they
expect, and also ensures that we have only the safest and most professional drivers on our systemWe ask this rider to please reach out to our Community Support Team at ***@uber.com (or just reply to the ride receipt) if anything about an Uber experience is less than satisfactoryWe're always glad to assist in the event of an unwarranted cancellation, or if a driver had difficulty finding a pickup location, or with any other problems or concerns at all
Initial Consumer Rebuttal /* (3000, 7, 2015/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
From this response I am in no way sure that I will not have this same problem againNothing has really been solvedOne of the reasons I wrote this complaint is because I reached out to the Community Support Team and the issue was not resolved
Final Business Response /* (4000, 9, 2015/07/08) */
We're very sorry to hear that this rider is unhappy with our response to his complaintOur Community Support Team has reviewed his account and found one request for support from 2/28/15, wherein the rider let us know about his experience with a driver who couldn't locate his pickup spot and a cancellation fee he felt was unfairly chargedOur records show that we credited the cancellation fee back to his account, and a Driver Ops manager followed up with the driver about the rider's negative feedbackAdditional ride credit was issued as well
Again, we welcome this rider to let our Support Team know about any issues with an Uber trip, as we genuinely want to resolve the problem or take action to improve our serviceWe've issued extra ride credit to this valued rider's account with the hope that he will ride with us again

Uber is glad for the chance to look in to this matterWe've communicated with this rider via e-mail, and their request has been forwarded to the team who will best be able to assist them furtherWe sincerely hope that this matter will be resolved to their satisfaction

Initial Business Response /* (1000, 7, 2015/07/29) */
Uber is grateful for the chance to respond to this issueThe Uber system is designed to maintain a safe, comfortable service for our riders and partner drivers, and this system is dependent on mutual courtesy and respectTo that end, we have
deactivated this user's accountAgain, thank you for the chance to reply
Initial Consumer Rebuttal /* (3000, 9, 2015/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That was not a apology or a thank you and I want my money back from the ungrateful company that thinks it is godYour *** reps are rude periodYou need to as acknowledge thatYou are never respectful towards your customers so how dare you a company demand that from a customerThe customer deserves respect firstIn fact this response was rude

Initial Business Response /* (1000, 10, 2015/11/25) */
Uber is grateful for the chance to respond to this issue
When the rider initially contacted us about this fare of $120.27, our Community Support Team verified that the trip from *** at a 4.9X surge rate had been
requested from a device linked to his accountThey also found that the ride had ended at an address common to previous trips on the account (the rider's residence, per the information on this complaint)They then followed up with the driver, who replied that he confirmed he had the correct passenger ** the vehicle before beginning the tripHowever, our support team has completely refunded the $fareWe hope that this matter has been resolved to our rider's satisfaction, and thank you again for the chance to reply

Initial Business Response /* (1000, 7, 2015/10/21) */
Uber is grateful for the chance to respond to this issue, as the safety and security of our riders is of the utmost importance to us
Uber absolutely does not tolerate our partners driving or acting in any way that makes their passengers
*** unsafe or uncomfortable, and such behavior will result in deactivation from the Uber systemDrivers may not disregard the route the passenger *** nor should they argue with riders or ask them to go to an unsafe location for pickupUber is designed to be a safe and dependable ride, and we are terribly sorry that this trip was not at all up to our standards
When the complainant initially contacted us about this trip, our Community Support Team immediately refunded the full fare of $174.07, then forwarded the information to our San Francisco Driver Ops, who have have followed up with the driver on this trip and taken appropriate actionWe truly appreciate this matter being brought to our attention
Again, our sincere apologies to our riders for this bad experienceWe hope that this matter has been resolved to their satisfaction and that they will continue to ride with usThank you again for the chance to reply
Initial Consumer Rebuttal /* (2000, 9, 2015/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
An Uber rep did in fact respond immediately via emailShe expressed her understand, empathized with our situation and offered a full refundI was impressed by their reponse given that this is a appGreat job Uber

Initial Business Response /* (1000, 7, 2015/09/02) */
Our Community Support Team has removed this partner applicant's information from our system to prevent any further emails or text messages from UberWe sincerely apologize for the inconvenience

Uber is glad to look in to this concernThis rider's issue has been forwarded to our tam that handles these concernsThey will reach out in order to continue their investigation in to this matter

Uber is glad for the chance to look in to this concernWe definitely understand that surge pricing can be frustrating at times when you're requesting a tripA pop up will appear when you select "request trip" indicating the surge multiplierAdditionally, a lightning bolt symbol will also indicate
surge pricing, even on flat rate tripsWe are always looking for ways to make this surge pricing more evident, and we definitely appreciate this rider's feedback

Initial Business Response /* (1000, 7, 2015/10/14) */
Uber is grateful for the chance to respond to this issue, as the security and privacy of personal and payment information is of the utmost importance to usAlso, our sincerest apologies to this rider for the delay while our payments specialists
investigated these unapproved chargesWhen she initially contacted us, our team located the charges within our system using the information the rider provided and confirmed that the charges were indeed fraudulent and not the result of a breach to the Uber systemThey permanently banned the account that had added the card to the payment profile and blocked the card from any further use on the Uber platformThey then completely refunded all of the unauthorized chargesWe sincerely hope that our rider's bank has promptly re-issued her card and assisted with any further problems, and that this unfortunate matter has been resolved to her satisfactionAgain, thank you for the chance to reply

Initial Business Response /* (1000, 7, 2015/09/27) */
Uber appreciates the chance to respond to this issue
When this rider initially contacted us about his difficulty updating the Uber app, our Community Support Team quickly responded and verified that the iPhone model registered to him in our
system was iPhone and the Uber app is accessible through iPhone OSor laterThey invited him to try using the mobile version of the app at m.uber.com, which completely mirrors the Uber app and is accessible by any smartphone with internet access, then enabled his account to access the mobile site
The rider told our Team Member that he was using an iPhone running version They replied that Uber riders with an older version of the OS will see the "Force Upgrade" dialog notifying them that their version of the app is not supportedSince he stated that he does have an iPhone with version 7.1.2, they informed him that he can definitely use the Uber app on his mobile device
Our Support Team deleted this rider's account the day following his initial support request, and all personal and payment information have been removed in accordance with our privacy policyWe are very sorry to hear that the rider was unhappy with the response he received from our team, but we feel that they handled his support requests promptly and with courtesy and professionalismIf the rider decides to give the Uber app another try, we welcome him to reach out directly to us with any questions or problems at all - we're always glad to helpThank you again 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.)
I do not accept their response but will close the caseUBER makes it impossible to reach them other then by email and can put someone stranded when their app does not workThey never took responsibility for their not working and blamed the customerThey have extremely poor *** and really don't care if you are not satisfied that their service does not always workI don't believer they are sorry to lose a customer as they think many will be coming to replace anyone that gives them change feedbackI will never use UBER again and will tell my story to anyone when the subject of UBER comes upI have already done soI contacted them several times saying to close the account so they did not close it the day following my initial requestThat is totally falseI would like this message to be public as I think people should know about their service and support