Uber Technologies

Initial Business Response /* (1000, 5, 2015/07/05) */
Uber is grateful for the opportunity to address our service issuesIn this case, the rider was billed for a cleaning fee, but upon further investigation, our Support Team found that he had been mistakenly chargedThe fee has been refunded in
full, along with additional ride creditWe will be following up with the driver for this trip to investigate this matter furtherWe sincerely apologize for this rider's inconvenience and hope that he'll ride with us againAgain, thank you for the chance to reply

Initial Business Response /* (1000, 7, 2015/11/29) */
Uber is truly grateful for the chance to address our service issues
We are always glad to adjust a fare if an inefficient route is taken by the driver, and we're very sorry that that did not happen immediately when this rider initially
contacted our Community Support Team about this rideWhile the amount was higher than expected due to the vehicle selection of UberBLACK and a 1.8X surge rate in effect at the time, it is clear upon review that the driver did not take the most direct route to the rider's destinationWe have adjusted the fare to reflect an estimate based on the ideal route, and also reduced it further by 25% as this was the rider's first surge experienceWe have also added an additional $credit to the rider's account with the sincere hope that she will ride with us againAgain thank you for the chance to reply

Initial Business Response /* (1000, 7, 2015/10/15) */
We at Uber are truly sorry to hear about this unfortunate situationWe would like to further explain to the complainant how Uber's billing system has been designed with this very issue in mind
Uber riders may not open an account or request
a ride with the Uber app without a valid method of payment on their profileValid payment methods include credit or debit cards, Apple Pay, Google Wallet, etcPrepaid credit cards or gift cards are not acceptable, nor are PayPal or other accounts linked to prepaid cardsIf the Uber system is unable to bill a fare to a rider's payment method due to insufficient funds, the fare becomes an unpaid balance and the account is suspended until the charge has been paidRiders may not request a ride if their account is in arrearsAlso, if a rider's payment profile is in arrears on another account (e.g., a duplicate account has been created, which violates our Terms of Use), both accounts are automatically suspendedAs our Support Team has explained, Uber does not have control over any overdraft fees a bank may assess, and we unfortunately cannot be responsible for these fees, even if they were the result of the use of our serviceHowever, we've advised the complainant to consult with her bank if she chooses to dispute these chargesOur sincere apologies that we could not be of further assistance, and we appreciate the chance to reply

Initial Business Response /* (1000, 5, 2015/08/06) */
Unfortunately, because a passenger *** in the driver's vehicle, a cleaning fee was added to the fareImmediately following the completion of this trip, the driver contacted us with photos documenting an extensive mess in the interior of his
car, the trip number and a description of the incident per our policyThe rider was promptly sent an updated and itemized receipt, then upon request provided with the driver's photos and a statement of our Cleaning Fee policy
A cleaning fee covers required cleaning, deodorizing and sanitizing the carThese vehicles are a driver's livelihood and their source of incomeIf a rider vomits in their car, they are out of business until the mess and smell are goneDrivers pay out of their own pocket to have their vehicle cleaned and they should be fairly compensated for the cleaning required in order for them to continue to drive and pick up other riders in a safe and sanitary conditionThe cost of a full detail is usually in excess of $and the presence of biological waste is usually met with an additional $charge
Uber's policies are in place to protect the drivers we partner with and provide their passengers *** a 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-b518-3***)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."
We are sorry that this situation occurred, and appreciate being given the chance to respond

Initial Business Response /* (1000, 7, 2015/11/22) */
Uber appreciates the chance to respond to this issueWhile we hope to provide phone support in the future, we currently handle support requests via email, and our Community Support team makes every effort to reply to support requests promptly
and efficientlyThe fare for this trip has been fully refunded, and we hope that this matter has been resolved to our rider's satisfactionThank you again for the chance to reply
Initial Consumer Rebuttal /* (2000, 9, 2015/11/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 15, 2016/02/26) */
Uber is glad for the chance to take another look a this concernWe have previously reached out to this individual via e-mail in order to address this issueWe sincerely hope that the matter has been resolved to her satisfaction

Uber is glad for the chance to take a look in to this concernWe've reached out to this driver one on one via e-mail in order to assist themWe sincerely hope that this matter will be resolved to their satisfaction

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I would like to cancel my complaint (ID: ***), they finally sent my promo codeThank you
Sincerely, *** ***

Initial Business Response /* (1000, 7, 2015/10/21) */
Uber is grateful for the chance to respond to this issue, as we work hard to reunite riders with lost itemsWhen this rider reported that his driver had not met their appointment to return his brand new Apple headphones and that he was unable
to contact him, our Lost Items Team reached out to the driver, who promptly returned the headphones to our Long Island City officeThey contacted the rider to let him that they had been returned and confirmed that they were unopened and undamaged, then shipped them to him at no costWe're very pleased to have resolved this matter and we hope our rider will continue Ubering with usThank you again for the chance to reply

Initial Business Response /* (1000, 7, 2015/11/25) */
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 2.0XDuring surged periods, the fare estimator in the Uber app will *always* factor in the rate increase in effect at that timeThat rate does not change once the rider selects "REQUEST." The 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 2.6X 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

Initial Business Response /* (1000, 7, 2015/12/02) */
Uber appreciates the chance to respond to this issueOur Community Support Team has explained to this rider that unfortunately, for UberTAXI service in ***, **, all metered fare rates are set by the City of ***, specifically the
department of Business Affairs & Consumer ProtectionUber has no control over that pricing, nor do we have any legal ability to adjust the fare after the factCity regulations state that trips to the suburbs are the straight metered rate to the city limits and then the straight metered rate PLUS one half the straight metered rate from the city limits to the suburb destinationOur website does not offer fare estimates for Taxis as these rates are set by the CityWe have directed this rider to the City's website (http://www.***/svcs/consumer_cab_complaint.html) to address any fare disputesAgain, thank you for the chance to reply
Initial Consumer Rebuttal /* (3000, 9, 2015/12/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The recent class action law suits regarding Gratuity disclosure of rates filed by individuals is more trouble for Uber I will never user Uber again

Hi yes, redact my resolution as needed fit Revdex.coms scope and abilitiesThe incident occurred on 7/26/for a total of 45.02.
*** ***

Initial Business Response /* (1000, 15, 2016/03/17) */
Uber is Glad for the chance to look back in to thisIn December, after this case was openedour team worked with the rider and provided the requested informationThe rider later wrote in letting us know that their item had been returned to
them

Initial Business Response /* (1000, 8, 2015/09/03) */
Our sincere apologies to this rider for delay in our response to his support requestUber's Community Support Team replied to him the following day and completely refunded the cancellation fee, along with additional ride credit as a sincere
thank-you for his patienceThey also forwarded his feedback to our Montreal Driver Ops team, who have followed up with the driver about this subpar experienceWe genuinely hope that this matter has been resolved to our rider's satisfaction, and that he'll continue Ubering with usThank you very much for the chance to respond
Initial Consumer Rebuttal /* (2000, 10, 2015/09/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 16, 2015/12/23) */
Our records show that a rider with the complainant's name, phone number and email address has taken five trips in the Orlando areaThere are also numerous accounts linked to theirs by either device or payment methodIf the complainant
believes that any fares charged to their payment method are fraudulent, we urge them to contact our Community Support Team at ***@uber.com so that we may investigate furtherThank you very much for the chance to reply
Initial Consumer Rebuttal /* (3000, 18, 2015/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've contacted them numerous times and they want me to send me a picture of my card and drivers license , that's not proper security

Uber technologies has contacted me directly and resolved the issue for meI was able to get the $refund requestedThank you!
Sent from my iPhone

Initial Business Response /* (1000, 5, 2015/07/08) */
Uber appreciates the chance to respond to this issue, as we are adamant about being upfront and transparent about our fare pricing
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 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, then accepted the surged rate of 3.4X at 2:a.m
Unfortunately, because passengers *** sick in the vehicle, a cleaning fee was added to the fareImmediately following the completion of this trip, the driver contacted us with photos documenting the mess in the interior of his car, the rider's name and trip number and a description of the incident per our policyHe was unable to resume working until his car was professionally cleaned
A cleaning fee covers required cleaning, deodorizing and sanitizing the carThese vehicles are a driver's livelihood and their source of incomeWhen they are unable to drive due to a mess or biohazard in their vehicle, they are unable to make moneyDrivers pay out of their own pocket to have their vehicle cleaned and they do need to be fairly compensated for the cleaning required in order for them to continue to drive and pick up other riders in a safe and sanitary conditionThe cost of a full detail is usually in excess of $and the presence of biological waste is usually met with an additional $charge
When Uber riders sign up for an account, they agree to abide by the Terms of Service, including the cleaning fee which can be viewed here: https://www.uber.com/legal/usa/termsOur Terms and Conditions under the section header Repair or Cleaning Fees state 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 Cleaning Fee policies are also clearly stated on our Rider Support page here: https://help.uber.com/h/079c30a4-5bXX-XXXX-b518-3ec9c4310e
We are sorry that this situation occurred, and again, thank you for the chance to reply

Complaint: ***I am rejecting this response because:
It doesn't seem like they're telling the truthI have emails that state that a "technical difficulty" had been what was keeping me from having my account deleted, not the holidaysAnd when I asked multiple times what that technical issue was, the question was ignoredAlso, despite the holidays, the refund should have been applied to my account and it hasn'tMy account is still active, and my refund has not been issued.Sincerely,*** ***

Initial Business Response /* (1000, 11, 2015/07/08) */
Uber is grateful for the chance to address this matter, as the security of our customers' account and payment information is of the utmost importance to usSenior managers of our Community Support Team have reached out to this customer by both
phone and email in an effort to resolve this issueWe add that we strive to have only the safest, most professional drivers on our system, and if there is an issue with a rider's payment method, as is the case here, the partner driver is not at faultAgain, thank you for the chance to reply

Initial Business Response /* (1000, 7, 2015/09/29) */
Unfortunately, because a passenger *** a mess in the driver's vehicle, a cleaning fee was added to the fareImmediately following the completion of this trip, the driver reported a black tar-like substance on the floor of his vehicle that
professional detailers were unable to remove; he was unable to resume working until he purchased floor rugs to cover the damagePhotos documenting the mess were provided, along with the trip number and a description of the incident per our policyThe rider was immediately sent an updated and itemized receipt, then upon request provided with the driver's photos and a statement of our Cleaning Fee policy
Our partner drivers' personal vehicles are their livelihood and their source of incomeWhen a rider leaves a mess behind in their car, they are out of business until the mess and/or 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 ** the condition expected of an Uber vehicle
Uber's policies are in place to protect the drivers we partner with and provide their passengers *** a 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."
We are sorry that this situation occurred, and appreciate being given the chance to respond