Uber Technologies

Uber is glad for the chance to look in to this concernOn September 2nd, one of our agents responded to this rider's original message with no responseWe would encourage the rider to refer back to this message so we can assist them further

Initial Business Response /* (1000, 5, 2015/08/11) */
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 reached out to directly to the complainant asking for more
information so that we may investigate the unauthorized fare and prevent any further chargesWe await her response and hope to reach a resolution as quickly as possibleAgain, thank you for the chance to reply

Initial Business Response /* (1000, 7, 2015/08/25) */
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 documentary photos, the trip number and a description of the incident per our policyThe photos showed an extensive mess on the floor and upholstery of his car, and the driver was unable to resume working until his car was professionally cleaned and deodorizedThe rider was immediately sent an updated and itemized receipt, then upon request provided with photos and a statement of our Cleaning Fee policy
Our partner drivers' personal vehicles are their livelihood and their source of incomeWhen a rider gets sick 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 ** 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

Initial Business Response /* (1000, 5, 2015/08/12) */
Uber appreciates the chance to respond to this issueOur Drive Ops team has been in correspondence with this Chicago partner driverAs we've explained, our records show that he did not meet the qualifications for the incentive program within
the 31-day periodWe've invited him to visit our Chicago Driver Support Center to speak with a representative in person so that we may clarify the terms of the guarantee and help to strategize how to meet themWe sincerely hope to reach a resolution and that this valued partner will continue driving with us
Initial Consumer Rebuttal /* (3000, 7, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
thank u for your answeri dont know how your system is work.but I got more than tracker.I was your office before this problem.they say you right samething is wrong but we cant do anythink from herewe are sending mesaj than uber will be contact with youproblem is you sended trackerand its started junebut your system started juneso I lossed one dayi have one mail it say just I didnt work minutes from hours.I send my first tracker .you can see which is the first day for my understand.I checked all my text and maili didnt get any mail to june I got one text to 1.08pm on june 24.however problem is my tracker.there is a system mistake for those tracker so you have all respondent for this problem or there is intentionally misleading and this bigger problem.this is not lottery or gamei got all conditions for this dealthere is percent timing mistake.I defence is you send intentionally or unintentionally incorrect information message for my condionatin for this deal.me too I wanna work with you but not this way.I have file for civil complain with all proof and decuments.***: Uber Chicago
yant: Partners Chicago
alc: ***@gmail.com
tarih: *** XXXX XX:XX
konu: UBER - $in your First Days Tracker
***: bounce.et.uber.com
***: et.uber.com
Hi ***,
Over the course of your first month, we'd like to provide you updates on your progress to the $5,guaranteed earnings! Please see the chart below, which shows your totals as of this morning
Progress to the $5,
REQUIREMENTS PROGRESS
Days / Days
Peak Hours / Hours In Progress
Ratings /
Completed Trips
(in Peak Hours)
In Progress
Trips per Hour
Acceptance Rate (%)
Gross Fares $ $$$
I GOT THIS MAIL JUNE AT PM
AND I GOT LAST TRACKER JULY PM
Uber Chicago
yant: Partners Chicago
alc: ***@gmail.com
DATE: *** XXXX XX:XX
konu: UBER - $in your First Days Tracker
***: bounce.et.uber.com
Hi ***,
Over the course of your first month, we'd like to provide you updates on your progress to the $5,guaranteed earnings! Please see the chart below, which shows your totals as of this morning
Progress to the $5,
REQUIREMENTS PROGRESS
Days Completed
/ Days
Peak Hours / Hours In Progress
Ratings /
Completed Trips
(in Peak Hours)
Trips per Hour
Acceptance Rate (%)
Gross Fares $ $$$
I HAVE all orginal one I also showed to your personal to skokie uber office.and he sad there is samethink is wrongi send too many mesaj to uber chicago officethey didnt send any respond mail
you have to accept this tracker is wrong or you have to show affer this tracker I have more days .show me how many hours I work in two days?
I ALSO CUSTOMER RECEIPT ABOUT THOSE DAYS
July 25, XXXX X:XXPM CDT 10:$Completed
July 25, XXXX X:XXPM CDT 14:$Completed
July 25, XXXX X:XXPM CDT 11:$Completed
July 25, XXXX X:XXPM CDT 9:$Completed
July 25, XXXX X:XXPM CDT - - $Canceled
July 25, XXXX X:XXPM CDT 20:$Completed
July 25, XXXX X:XXPM CDT - - $Canceled
July 25, XXXX X:XXPM CDT 32:$Completed
July 25, XXXX X:XXPM CDT - - $Canceled
July 25, XXXX X:XXPM CDT 24:$Completed
July 25, XXXX X:XXPM CDT 7:$Completed
July 25, XXXX X:XXPM CDT 19:$Completed
July 25, XXXX X:XXPM CDT - - $Canceled
July 25, XXXX X:XXPM CDT 5:$Completed
July 25, XXXX X:XXPM CDT 21:$Completed
July 25, XXXX XX:XXAM CDT 16:$Completed
July 25, XXXX XX:XXAM CDT 32:$Completed
July 25, XXXX XX:XXAM CDT 23:$Completed
July 25, XXXX X:XXAM CDT 34:$Completed
July 24, XXXX XX:XXPM CDT 18:$Completed
July 24, XXXX XX:XXPM CDT 4:$Completed
July 24, XXXX XX:XXPM CDT 5:$Completed
July 24, XXXX XX:XXPM CDT 21:$Completed
July 24, XXXX XX:XXPM CDT 29:$Completed
July 24, XXXX X:XXPM CDT 10:$Completed
July 24, XXXX X:XXPM CDT 15:$Completed
July 24, XXXX X:XXPM CDT - - $Canceled
July 24, XXXX X:XXPM CDT - - $Canceled
July 24, XXXX X:XXPM CDT 15:$Completed
July 24, XXXX X:XXAM CDT 43:$Completed
July 24, XXXX X:XXAM CDT 9:$Completed
July 23, XXXX X:XXPM CDT 17:$Completed
July 23, XXXX X:XXPM CDT 6:$Completed
July 23, XXXX X:XXPM CDT 32:$Completed
July 23, XXXX X:XXPM CDT - - $Canceled
July 23, XXXX X:XXPM CDT 8:$Completed
July 23, XXXX X:XXPM CDT 6:$Completed
July 23, XXXX X:XXAM CDT
as approximately I work hours friday and hours total hours minumum.last tracker was june and total hours hours plus hours hours
I have same records frome simone from uber help center he sad june pm ( I have all orginal records)
While I cannot confirm that you have completed trips during peak hours I can inform you that peak hours are Monday-Friday 6am-10am, Monday-Thursday 5pm-10pm, Friday 5pm-12am and all day Saturday and Sunday
Today is day since your partner account has been activated and it is the last day for you to earn this guarantee
PROBLEM IS I got one mail about my peak hours time and it was 6-am and 4-pm for week day and friday after pm to am
there is one more mistake.your personal was say wrong or you sent wrong mail.you have potential errors
***: ***@uber.com
alc: ***@gmail.com
date: july XXXX XX:XX
konu: Peak Hours
***: email.uber.com
***: email.uber.com
***,
After further investigation, it looks like your total peak hours driven during your first days of activation was In these circumstances we generally pay out 10% of the difference so you should notice a miscellaneous payment on this week's statement for just thatThanks!
Uber
NO SENDER NAME

Uber is glad for the chance to take another look in to thisMost recently on November tenth, one of our agents reached out to this rider in order to provide more information about this refundAny further questions this rider has in regards to this refund can be answered if they respond to that
messageOur team will be more than happy to assist

Uber is glad for the chance to look in to this matterWe encourage this rider to write in to us at ***, so we can address this for them directly

Initial Business Response /* (1000, 5, 2015/08/17) */
Our Driver Operations team has reached out directly to this partner driver to address these issuesWe sincerely hope to reach a resolution and that this valued partner will continue driving with us
Initial Consumer Rebuttal /* (3000, 7,
2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accepted response because the agree was and I have prove at the end of the trips that if I did have rating that they would deactivate my account but they deactivated my account before the trips was completely and at end my rating was now I am being told that have to take a class at my own expense which cost in order to be reactive all because of this not good business practices at all

I just contacted Uber (somehow got through)I should be receiving a full refund ($5) within 2-bus daysYou may close this caseThought it would be difficult obtaining a refund from Uber
*** ***

Initial Business Response /* (*** **, 2016/02/29) */ Uber is glad for the chance to take a look in to this concernOne of our agents has already reached out via e-mail and worked with the rider on this situationWe hope that it was resolved to their satisfaction

Initial Business Response /* (1000, 7, 2015/10/22) */
Uber appreciates the chance to respond to this issue, as we are adamant about being upfront and transparent about our fare pricing
Uber offers a range of vehicle options to suit every trip, budget and occasion, and the Uber app features a
fare estimator that can give a fare quote for a ride in all available vehicle typesWhen this rider initially contacted us about a fare, our Community Support Team explained that the vehicle type selected for this trip was UberBLACK - Uber's premium, higher-priced option - so the rates for UberBLACK were chargedAlso, the vehicle that provided this ride was a black Lincoln Town CarOur team member confirmed that the fare was correct for the time, distance traveled and vehicle type, and instructed this rider how to select a vehicle type in the Uber app for future tripsWe're sorry that we cannot be of further assistance, and thank you again for the chance to reply

Initial Business Response /* (1000, 7, 2015/11/01) */
Our Community Support Team is working directly with this rider to answer all questions and address his 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 /* (3000, 9, 2015/11/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Uber has not reached out to me concerning this

Initial Business Response /* (1000, 9, 2015/11/01) */
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 charge to our riders are reserved for significant messes (vomit, urine, major food spillage, etc.) directly attributable to a rider on a given trip and that require major cleaning servicesUber does not reimburse for cleaning fees for any mess that can be remedied by standard cleaning or tidying upThe amount of the cleaning fee reimbursement is based on the damage seen in the photos submitted and is not based on time or estimates of lost earningsOur Cleaning Fees team has reviewed the photos submitted and found nothing that warranted charging a cleaning fee of $50+ to a riderWe are very sorry that we could not be of further assistance, and again, thank you for the chance to reply
Initial Consumer Rebuttal /* (3000, 11, 2015/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because the female of the group did urinate in my seat and the wet spot can be seen in the photos OMG with the mess made in my car
Final Business Response /* (4000, 13, 2015/11/10) */
In the partner driver's initial request for this cleaning fee, there was no mention of urine or bodily fluids, or the need to sanitize or deodorize the carAgain, we are unfortunately not able to charge a cleaning fee to any rider or offer reimbursement per our policiesThank you again for the chance to respond
Final Consumer Response /* (4200, 18, 2015/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are not trying to take responsibility for the cleaning I was required to do and I thinkIt is unfair for a customer to leave that kind of mess and not take responsibility for itIf they can't show respect for someone else's property then the need to be held responsible for the damage otherwise they will continue to show a lack of respect for other drivers as wellTo not pay me for the mess they made an the cleaning required is unethical from a business stand point

Initial Business Response /* (1000, 7, 2015/10/14) */
Uber is grateful for the opportunity to respond, as our riders' safety and security are our highest priorityWhen this rider contacted us about his experience on 9/21, our Community Support Team completely refunded both the total fare for the
ride and the cancellation feeThey then forwarded the rider's account to our San Diego Driver Ops, as distracted driving of any kind is absolutely NOT tolerated from our partner driversPlease be assured that our team has followed up with the driver in question and taken appropriate actionWe greatly appreciate the rider calling this incident to our attention, as feedback from our riders helps ensure that we have only the safest, most professional drivers on our systemThank you again for the chance reply
Initial Consumer Rebuttal /* (3000, 9, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No I was only refunded the $fee that is it, and that was after great hassle as they only wanted to give me credit for future useI can forward a copy of my card statement to prove thisAnd their *** really was terriblePlus their not being honest with show just adds to that
Final Business Response /* (4000, 11, 2015/10/19) */
Our Community Support team has confirmed that as of 10/12/15, the fare of $and $cancellation fee have been fully refundedOur sincere apologies for the inconvenience
Final Consumer Response /* (2000, 13, 2015/10/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 19, 2015/09/08) */
Uber is grateful for the chance to respond to this issue
Our Community Support Team works hard to reunite riders with lost items, and we do understand the urgency of the situation when a valuable item is missingWhen the complainant
initially contacted us about her lost bag, our Lost Items Team responded to ask for more information, then immediately contacted the driver for the trip by both phone and emailHe responded and said that he unfortunately did not recall seeing her suitcase
The passenger *** was in possession of the bag at the time also contacted us after the trip, and we provided her with the driver's phone numberShe spoke to the driver, who again replied that he did not remember seeing the bag, then reached out to our team immediately to report the incident
Uber makes every possible effort to reunite riders with missing property (please see our Rider Support Page here: https://help.uber.com/h/cXXXXXXX-***)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 investigation
Uber has made an earnest effort in good faith and done everything possible to help this rider recover her missing items, and we regret the frustration and distress she has 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

Initial Business Response /* (1000, 8, 2015/12/16) */
Uber is grateful for the chance to respond to this issueWhen this rider first contacted us about a cancellation fee she felt was unfairly charged, our Community Support Team credited the amount of the fee back to her account for use on future
tripsThe charge was subsequently refunded at her request, and the $credit remained on the accountUnfortunately, when our system originally tried to bill the $fee, the charge did not go through, and riders may not request a ride with an open balance on their accountWe sincerely apologize to our rider for the confusion and inconvenience, however, Uber cannot be not responsible for any overdraft fees that may be incurred by their bankWe do recommended that the rider contact her bank about this chargeAgain, we appreciate the chance to reply
Initial Consumer Rebuttal /* (3000, 10, 2015/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First and foremost, this is not the first time Uber has wrongfully charged my bank accountThe first time was 11/07/That day I did not even use the app but was charged $for a ride I never requested and never usedThey issued a refund
Then the issue occurred 11/13/
where I requested a ride where the estimated cost was $which I had in my bank account, the driver never showed, and I was wrongfully charged $as a cancellation feeAn Uber employee *** responded to my e-mail 11/13/: "Sorry to hear that you were still charged a cancellation fee even if the driver himself never showed up then cancelledI completely understand that you would like to be billed fairly and reasonably" So it's not that I felt I was unfairly charged-your company agrees that I was charged unfairly-it's a fact
Since I only had enough money to cover the $charge, when I was charged $it over drafted my bank accountYour company issued a refund and a credit-which I never used because it is useless to me since I will no longer be an Uber customer as a result of the past incidences with your company
What I asked for was that your company pay the overdraft fee and an apology from a live human being via telephoneMy middle ground is the apology via phoneI have been a loyal customer for about a year and a half, using your service several times a month and referring friends to use itI am shocked and hurt that these incidences happened and the company's response to them
Final Business Response /* (4000, 12, 2015/12/23) */
The rider's account shows a trip with a fare of $taken on October The trip was billed the same day and a receipt was sent to the rider's phone and emailShe contacted us on November claiming she had not taken this ride, so our Support Team immediately issued a refund and an apology for the inconvenience
We have addressed the issue of the $cancellation fee in our previous response
Our Support Team has explained to the complainant that according to our Terms of Service (https://www.uber.com/legal/usa/terms), we are not liable and legally unable to provide compensation for third party charges, such as overdraft fees, and we again recommend that the rider contact her financial institution about any overdraft fees

Initial Business Response /* (1000, 5, 2015/08/10) */
Uber is grateful for the opportunity to address this issue, as the security of our customers' account and payment information is of the utmost importance to us
Uber's Privacy Policy strictly forbids us from making any changes to a rider
account without the express permission of the account holderOur system's safeguards are in place to protect our riders from any unauthorized use of their account or payment methods
When we initially received this request, we were unable to delete the account because the name and email address of the requester did not match those of the account holderWe have since confirmed the requester's ID, and the account and all associated personal and payment information have been deleted in accordance with our Privacy PolicyWe do apologize for the inconvenience, and we greatly appreciate the complainant's patience and understandingAgain, thank you for the chance to reply
Initial Consumer Rebuttal /* (2000, 7, 2015/08/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 7, 2015/10/15) */
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 usAlthough Uber currently handles all support requests via email, we do hope to have phone
support in the near future so that we can more efficiently serve our riders in distressing situations like this oneOur sincerest apologies for the delay while our payments specialists investigated the unapproved chargeWhen the complainant initially contacted us, our team located the fare within our system using the information provided and confirmed that the charge was indeed fraudulent and not the result of a breach to the Uber systemThey permanently banned the account that had added the card to its payment profile and blocked the card from any further use on the Uber platformThey then completely refunded the unauthorized chargeWe sincerely hope that our rider's bank has promptly re-issued his card and assisted with any further problems, and that this unfortunate matter has been resolved to his satisfactionAgain, thank you for the chance to reply

Initial Business Response /* (1000, 7, 2015/10/20) */
Uber is grateful for the chance to respond to this issueOur Community Support Team works hard to reunite riders with lost itemsWhen this rider reached out to us about the phone he had left behind, our team quickly provided him with the
driver's (anonymized) contact information per our policyWhen he reported that he was unable to reach the driver, our *** Driver Ops team also contacted him and removed his access to our system while awaiting his responseHe replied and reported that he did not find a phone in his car after this trip
Drivers partner with Uber as independent contractorsIf 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 investigationHowever, 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 resultWe regret this incident, and again, thank you for the chance to reply

Complaint: ***I am rejecting this response because: when I signed up I clicked on the link which I provided a screen shot for and signed up under the incentive of with new driver when completed tripsI also emailed uber support and verified I signed up correctlyI was told from uber support that if I completed the number of trips it would be added to my acct. Sincerely,*** ***

Complaint: ***I am rejecting this response because: they have reached out to me - but they have not credited back the money owed to me - I consider this to still be on-going.Sincerely,*** *** ***