Uber Technologies

Initial Business Response /* (1000, 8, 2015/12/23) */
Uber is grateful for the chance to respond to this issueUnfortunately, because the trip in question was not taken on the complainant's Uber account, we were unable to locate this cleaning charge to investigate furtherWe ask that she please
respond with the name and phone number of the rider whose account was chargedWe will immediately review this matter and reach a resolution as soon as possibleThank you again for the chance to reply
Initial Consumer Rebuttal /* (3000, 10, 2015/12/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The ride was booked under *** *** (XXX-XXX-XXXX) and the charge was split between that account and *** *** (XXX-XXX-XXXX)Thank you
Final Business Response /* (4000, 12, 2015/12/31) */
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 the trip with documentary photos, the trip number and a description of the incident per our policyThe photos showed an extensive mess on the upholstery and floor of his car, and he was unable to resume working until his car was professionally cleaned and deodorizedThe riders were immediately sent an updated and itemized receipt, then upon request provided with documentary photos 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 cannot work until the mess and smell are goneDrivers pay out of their own pocket to have their vehicle cleaned on their own time, 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 *** an odor-free, sanitary 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 regret the incident, and again, thank you for the chance to reply
Final Consumer Response /* (4200, 14, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've seen the driver's picture and agree that there was a mess in the car, but I maintain that this mess was already there when my party entered the vehicleI don't know how to get the point across any further that we did not bring that food into the vehicleInstead of simply pasting your standard response, I implore you to look closely at the map of the pickup location and try to figure out how we could have gotten French fries and barbecue sauceIt simply would have been impossible to obtain based on our location and time of dayThis is very basic logic
I don't doubt that the driver discovered this and took the picture after our ride - if it was there before we got in, it would still be there after we leftHe may have not checked his vehicle after his earlier rides, but we should not be penalized simply because we were his final ride of the night
Again, please look at the maps - we had no access to this type of foodI understand that you want to take your driver's word, but it is, in fact, impossible that he could be correct in this instanceYou are charging the wrong riders for this messI have not taken Uber since this incident and I will continue to refuse to do soThis *** has been atrociousIf anything, a phone *** would have been appreciatedI am extremely disappointed

Initial Business Response /* (1000, 5, 2015/08/17) */
Uber is grateful for the opportunity to address our service issuesWhen this rider initially contacted our Community Support Team about the cleaning fee added to his fare, they found that he had been incorrectly chargedThe fee has of course
been completely refunded, along with additional ride credit as a sincere apology for his inconvenienceOur Driver Operations Team will be following up with the driver for this trip to investigate this matter further and ensure that it does not reoccurAgain, our apologies to this rider for the poor experience, and we hope that he'll ride with us againThank you again for the chance to reply

Initial Business Response /* (1000, 7, 2015/09/28) */
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 the trip with photos documenting a mess in his car, the trip number and a description of the incident per our policyHe was unable to resume working until his car was cleanedThe rider was immediately sent an updated and itemized receipt, then upon request provided with documentary 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 *** an odor-free, sanitary 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/***)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."

Revdex.com:
Hello,
I am writing to inform you that the business has in fact repliedAfter several email exchanges Uber finally agreed to refund the purchaseThank you so much for your assistance with this matter
Yours truly,
*** ***

Initial Business Response /* (1000, 7, 2015/09/20) */
Uber appreciates the chance to respond to this issueOur Community Support Team has reviewed this rider's account profile and found that the usage of promo codes is in violation of Uber's Terms of Service (https://www.uber.com/legal/usa/terms)
According to our terms, riders may not open duplicate accounts in order to take advantage of our "Give One, Get One" promotionAgain, thank you for the chance to reply

Initial Business Response /* (1000, 7, 2015/12/17) */
Uber is grateful for the chance to respond to this issue
While UberBLACK is a higher-priced, luxury option, it is designed to seat only four passengersAs our Community Support Team has explained, when a four-seat vehicle is requested when
a group needs a car that will accommodate six, the fare is subject to an up-charge to ensure that the operators of larger vehicles like uberXL and UberSUV are compensated the correct amount by the requesterThis policy keeps six-seat vehicles available in our vehicle selection, as they would not be financially viable to the operators without this rate change
When a ride is requested in the Uber app, a poccurs when the vehicle class is selected that shows the rates and maximum number of riders for that vehicle type (please see attached photos)Also, on the Uber vehicle request screen, riders can double-tap on the vehicle slider to see rates and capacity information for each vehicle typeAgain, thank you for the chance to reply

Complaint: ***I am rejecting this response because: The fare review was only $something dollarsTotally unacceptable and outrages surcharge that I got charged with anyways,Sincerely,*** ***

Initial Business Response /* (1000, 7, 2015/08/26) */
Uber is grateful for the chance to address this issue, as the security of our customers' account and payment information is of the utmost importance to usOur Community Support Team has strongly advised this rider to contact her card-issuing
bank or financial institution immediately if she believes that her payment method has been compromisedThe bank will able to reissue her debit card to prevent any further unauthorized usage and reverse the unapproved chargesAgain, thank you for the chance to respond
Initial Consumer Rebuttal /* (3000, 9, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I NEVER LOST OR HAD MY CARD COMPROMISE UBER INCHAS KNOWLEDGE OF THIS ISSUE I BELIEVE THAT THEy KNOW THAT THIER SYSTEM WAS COMPROMISED UBER INCSENT ME A EMAIL MESSAGE acknowledging that these charges were not linked to my account with them they should have revered the charges and gave me back my money and pursue criminal charges against who stole my information from them SHOULD PROVIDE INFORMATION TO ME ABOUT THE CHARGES that equal over and what do they have to stop this from happening again this is a criminal charges of theft over dollars

Initial Business Response /* (1000, 5, 2015/07/14) */
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 ** 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 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 5X at 12:a.m
Uber's fares are determined by the app, not the driverThe 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 and received a quote of $98.10-$158.40, which reflected the current surge rate of 5X the fareHis final fare was in accord with the estimate he received
Because this was the rider's first surge experience, we have adjusted the fare down by 25% as a courtesy and refunded the differenceAgain, thank you for the chance to reply

Initial Business Response /* (1000, 5, 2015/08/03) */
Unfortunately, because this rider bled on the upholstery in the driver's vehicle, a cleaning fee was added to the fareThe driver contacted us with the trip number, photos documenting the mess in the interior of his car and a description of the
incident per our policyOur Community Support Team has responded immediately to this rider's inquiries about this additional fee and forwarded the driver's photos and feedbackAs a courtesy, the amount of the charge was reduced
A cleaning fee covers cleaning and sanitizing the carThese vehicles are a driver's livelihood and their source of income, and they cannot pick up passengers *** a mess or biohazard in their vehicleDrivers 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 conditionWhen cars are professionally cleaned, the presence of a biohazard is usually met with an additional charge
Uber's policies are in place to protect the drivers we partner with and provide their passengers *** an sanitary 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."
We are sorry that this situation occurred, and appreciate being given the chance to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I Dispute these charges - When Riding with UBER - they charge your Credit/Debit Card IMMEDIATELY - yet the Charge for the "BOGUS" Cleaning showed up MORE than hours later - the pictures that they sent me CLEARLY also had Dog Hair Everywhere - so how do I know that this was MY Blood
Yes they did offer a Refund of 50% ($ 100.0)- that was delayed for some reason and I had to keep emailing to TRY and get an answer and finally was refunded to my account - in Payments
Unfortunately for now UBER is not operating in Broward County - I still feel that a CHECK should be issued to me for $ -That would still leave the driver $ in which to reimburse him for any tiny damage/spots that were left in the car

Uber is glad to have the chance to look in to these concernsAt this time, we do not have a phone number for Rider support concerns, but we're always happy to assist via e-mail
UberSUV is an option on our uberBLACK platform, which is why this rider's trip may have been more expensive than
they had anticipatedWe always encourage our riders to use the fare estimator tool in the app, so they have an approximation of their fare before making their request

Initial Business Response /* (1000, 7, 2015/07/07) */
Our sincere apologies to this valued customer for the frustration he experienced while using the Uber app, and in resolving this problemUber's Community Support Team had attempted to refund an initial cancellation charge of $as this was his
first experience with UberHowever, the customer had requested a refund from his bank, so the account was in arrears due to the disputed chargeA team member has worked this customer to fix the problem and reactivate the account, which is now in good standing and ready to rollAgain, we apologize for the hassle and have issued additional credit with the sincere hope he'll ride with us soon

Initial Business Response /* (1000, 7, 2015/09/27) */
Uber is grateful for the chance to respond to this issueShortly after her initial interaction with our Community Support Team, a senior team manager reached out to this rider to apologize for the mishandling of her support requestThis was
clearly a case where the driver did not tap "End Trip" at the rider's destination, and our team should have immediately realized this and adjusted her fare to reflect the actual drop-off location per our policyWe have completely refunded the fare for this ride, and our Driver Ops team has followed up with the driver to take appropriate action regarding the mis-timed tripUber prides itself on exceptional ***, and we are terribly sorry that was not our rider's experience hereAgain, our sincere apologies for the hassle and frustration, and thank you for the chance to reply
Initial Consumer Rebuttal /* (2000, 9, 2015/09/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept their response because I did get a full refund but it took way too long way too many emailsIt Was very frustrating
I have since canceled my membership with Uber
Thank you

Uber is glad to look in to this concernIt appears that there was a 2.8x surge on this tripIt does appear there may have been an issue where this rider was not informed of this surge, and we are sorry for thatWe have provided a refund to the rider's card, which they will see in the next 1-
business days

Initial Business Response /* (1000, 7, 2015/12/23) */
Uber is grateful for the chance to address this issue
Because the rider did not confirm a surged rate on this trip through the app, we are not able to add on an additional surge charge after the trip has been completedSurge rates may NOT
be charged based on a verbal agreementOur policy is that the surge notification MUST be confirmed and accepted by the rider through the Uber app; surge charges will then be automatically applied to the fareWe are adamant about being clear and upfront about dynamic pricing, and in order to charge surged rates, we must be able to confirm when and where the surge notification was sent and the increased rate that was agreed upon by the rider
We have explained to this partner that as an independent contractor, he is free to operate as he sees fit within our policiesShould he encounter a similar situation where he believes the rider has manipulated the surge pricing model, he is free to end this trip request at his discretionWe appreciate being made aware of situations like these and will certainly reach out to the rider pursuant to our Terms of UseThank you again for the chance to reply

Uber is glad for the chance to look in to this concernOn July 26th, one of our agents reached out to this rider in order to provide more information about how they can obtain their lost itemIf they have further concerns regarding this, they can respond to that message so we can assist them
further

Initial Business Response /* (1000, 15, 2016/02/25) */
Uber is glad for the chance to look in to these concernsWe have reached out to this rider in order to address these chargesWe sincerely hope that this matter has been resolved to his satisfaction
Initial Consumer Rebuttal /* (3000, 17,
2016/02/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Uber has NOT contacted me nor have they provided me with a refundThis response is untrue and NOT acceptable

Complaint: ***I am rejecting this response because: I reached out to them before reporting them and they told me that there wasn't anything they could do about my situation and wasn't trying to do anything, and now that I've reported them they want me to reach back out to them, no I am not going to do that they should've resolved issue right then not when you get reportedIf they have something to say they can reach out to me I am not about to waste my time dealing with a non-chalant representative.Sincerely,*** ***

Hi I'm writing to update you that Complaint # *** has been resolved wth Uber after I posted on *** they finally refunded my money.
Thanks
***Sent from my iPhone

Complaint: ***I am rejecting this response because:
There are no specific instructions as to whom to contactWe have both contacted Uber support and we've been told that they can't do anything about itLet me know whom to contact exactly
Sincerely,*** ***