Uber Technologies

Initial Business Response /* (1000, 7, 2015/11/10) */
Uber is very grateful for the chance to respondOur sincere apologies to our rider for the inordinate and inexcusable delay in resolving this issueWhen the rider first contacted us about this trip, the incorrect amount was adjusted and the
support requests misroutedOur Community Support Team takes pride in responding to any questions or problems promptly and professionally, and we are terribly sorry that that was not the case hereWe can confirm that the full fare has been completely refunded, along with an additional $ride credit as a heartfelt thank-you to our customer for continuing to ride with usWe have also taken appropriate action with the team members who initially handled this matter to ensure that the quality of Uber's rider support is consistently up to our standardsAgain, we appreciate the chance to reply

Initial Business Response /* (1000, 7, 2015/09/08) */
Unfortunately, because this rider was sick in a partner 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 on the exterior,
upholstery, floor and interior side door panels of his car, along with the trip number and a description of the incident per our procedureHe was unable to resume working until his car was professionally cleanedThe driver reported that he did pull over when the rider requested, but once they resumed the trip she continued to vomitHe also said that he offered to take her to a gas station to clean up before arriving at the airport
A cleaning fee covers required cleaning, deodorizing and sanitizing the carThese vehicles are a driver's livelihood and their source of incomeIf a rider throws up 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 on their own time, and they should be fairly compensated for the cleaning required in order for them to continue to pick up other riders in a safe and hygienic conditionThe cost of a full detail is usually in excess of $and the presence of biological waste is usually met with an additional $charge
Our Community Support Team has responded promptly to this rider and explained our Cleaning Fee policyUber'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/***)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, 2015/11/01) */
Our sincere apologies to this rider for the frustration and inconvenience she experienced when requesting a rideUber's cancellation policy states that riders may cancel their trip without charge for up to five minutes after the request, but
after five minutes a fee is charged to compensate the driver for his or her time and commitmentRiders may always contact Uber if they feel they have been unfairly chargedWhen this rider contacted us about the cancellation fee and other unauthorized charges not addressed in this complaint, our Community Support Team immediately refunded all the charges and deleted the account and all personal and payment information per her requestWe hope this matter has been resolved to her satisfaction, and we appreciate the chance to respond

Initial Business Response /* (1000, 7, 2015/09/30) */
On 8/31, our Driver Ops team sent this former partner a link to download and print a complimentary return label
Initial Consumer Rebuttal /* (2000, 9, 2015/10/08) */
(The consumer indicated he/she ACCEPTED the response from the
business.)

Uber is glad for the chance to look in to this concernUsing the information provided, we were unable to find any correspondence between this individual and our support teamWe would encourage this rider to sign on to the app and reach out to us via the in-app help option so a member of our team
can investigate this matter with them

Initial Business Response /* (1000, 15, 2016/02/25) */
Uber is happy to have a chance to take a second look at this concernWe've previously reached out to this rider to further discuss and provide an explanation for these concernsWe sincerely hope that the matter has been resolved to their
satisfaction
Initial Consumer Rebuttal /* (3000, 17, 2016/02/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Uber did not reached out to us in any form including phone, email,or mailUber need to be regulated to protect the interest of consumers and drivers; Their greed has gone too far

Uber is glad for the chance to look in to this concernWe were unable to locate any recent messaging from this rider regarding an UberEATS order connected to the e-mail address in this complaintWe would encourage them to navigate to the help section through their app from the "trips" tabThey
can tap on the order in question in order to provide more details so our team can assist further

Per our records, there is no deduction of $currently showing on this partner's statement from July 25th, as this partner suggestsIf the partner can provide screenshots of this amount to ***, we will be happy to look in to this matter further

Initial Business Response /* (1000, 7, 2015/10/13) */
Uber appreciates the chance to respond to this issueWhen the rider initially contacted us about this ride, a senior manager of our Community Support Team confirmed that the fare was within an estimate for the trip and provided a detailed
breakdown of the fareAs our team has explained, all metered fare rates for UberTAXI service in ***, IL are set and controlled 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 a 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 suburban destinationOur rate information page at uber.com/chicago rates page states: "Use Uber to request and pay for a taxi, at standard taxi meter rates plus a $booking feeA gratuity is automatically added for the driverThe amount is changeable online and defaults to 20%." Riders may change their default gratuity percentage for uberTAXI trips in the Uber appWe have advised this rider to contact the City via their website (http://www.cityofchicago.org/city/en/depts/bacp/provdrs/consumer/svcs/consumer_...⇄ to resolve any fare disputesAgain, thank you for the chance to reply

Initial Business Response /* (1000, 7, 2015/11/10) */
Our Community Support Team has worked directly with this rider to address her issues with UberPOOLWe sincerely hope that the matter has been resolved to her satisfaction and that she will continue Ubering with usThank you very much for the
chance to respond

Initial Business Response /* (1000, 6, 2015/08/18) */
Uber is grateful for the chance to respond to this issue
While uberX does offer a lower-cost alternative to a taxi, Uber implements dynamic pricing to ensure that riders will always have a ride availableAs we've explained to this rider,
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 respond to demand in the areaWe are adamant about being upfront and clear about our fare pricing during these surged periods so that riders may 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 ** 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 an alternative rideOur records show that the customer confirmed the surge notification five times, then accepted the surged rate of 6.5X at 2:a.m
To ensure that riders are aware of what a trip will cost, 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 ridingHe received an estimate of $63.00-$101.20, which reflected the current surge rate of 6.5X the fareHis final fare was within the range of 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 Consumer Rebuttal /* (3000, 8, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not receive a fare estimate as Uber claims, and they never claimed that I did in our email dialoguesThis is recently invented information, which is most likely in response to my Augemail proving the mathematical ignorance of not explicitly stating the price range: the uncertainty in the user's mind as to the usual fare is multiplied by their surge pricing scale factor, which produces such unreasonable uncertainty as to be quite ambiguousI provided Uber with a simple numerical exampleIt is my opinion that this ambiguity is intentionalThey pretended via email that the reason the prices are not displayed is to make the service faster, and I pointed out the irrationality since clicking OK to approve of a stated fare would be quicker
As I have patiently explained, they state on their website that UberX is "better, faster, and cheaper than a taxi." I emailed them a screen snapshot proving as much and CC'd your office, but Uber has failed to acknowledge that their surge pricing model contradicts that statement and thereby their customers' trustBy skirting this issue instead of acknowledging it, Uber has earned my distrustThey simply do not honor their wordIf I show an advertisement to a company that they have produced and disseminated, they should honor it by convention, but Uber does not
This is not only about their absurd pricing at 2:AMAs I have repeatedly documented for them, their driver incompetently called me times while en route to ask where I was, though I had never moved from my original location and had made as much clear to himTaxis generally arrive in two minutes or less, and Uber was definitely slower than a taxi that night, much more expensive, and in no way betterAs I have made clear to them, they did not provide the promised service and are therefore not entitled to any remunerationNonetheless, I offered to pay them a reasonable fare less than a taxi for the 18-minute ride, but they have not acceptedAn 18-minute taxi ride would have cost less than $Uber is also less safe than a taxi and should in no way charge more than twice as much for its much lower quality
Thank you Revdex.com for helping keep businesses from victimizing when they are obviously wrong yet try to use their leverage to force unfair resolutions

Initial Business Response /* (1000, 7, 2015/09/17) */
Uber is very grateful for the chance to respond to this issueWhen this rider initially contacted us about the fare for her trip on 8/22, our Community Support Team verified that the driver had approved the 8.0X himself on her phoneThis is
absolutely unacceptable, as we are adamant that our riders are made aware of increased rates during periods of dynamic pricing so that they may make an informed choice before confirming their rideOur team adjusted the fare to reflect the rate in effect at the time of the rider's original request, along with additional ride credit as a sincere apology for her inconvenienceThey also forwarded her feedback to our Detroit Driver Ops, who have followed up with the driver for this trip to take appropriate actionWe truly hope that this issue has been resolved to our rider's satisfaction, and that she will continue riding with usThank you again for the chance to reply
Initial Consumer Rebuttal /* (2000, 9, 2015/09/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 7, 2015/08/05) */
Uber is truly grateful for our riders' feedback, and we appreciate the chance to address our service issues and improve our performance
Our sincere apologies to this rider for the frustration and inconvenience she experienced when
requesting an Uber rideWhen she initially contacted our Community Support Team about this matter, they immediately credited the cancellation fees back to her account and offered some tips on how to set a more accurate pickup location when requesting a ride in the Uber appThey also forwarded her feedback to our Chicago Driver Ops, who have since followed up with the drivers about the unwarranted cancellations and unacceptable attitude
At the rider's request, we have completely refunded the two $cancellation feesWe genuinely hope that this matter has been resolved to her satisfaction, and that she'll ride with us again soon

Initial Business Response /* (1000, 5, 2015/06/22) */
Uber appreciates the chance to respond to this issueUnfortunately, because a passenger *** damage to a driver's vehicle, an additional repair fee was added to the farePer our policy, the driver notified us of the incident immediately
following this trip and provided us with photos documenting the damage to the window of his carHe later provided the receipt from the auto body shop for the required repairsOur Cleaning and Damage Fee policies are clearly stated in our Terms of Service (http://www.uber.com/legal/usa/terms) and on our Rider Support page (https://support.uber.com/hc/en-us/articles/XXXXXXXXX-What-Is-this-cleaning-fee-...⇄ are sorry to hear about this situation, and again, thank you for the chance to reply
Initial Consumer Rebuttal /* (3000, 7, 2015/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not cause the damageThe driver is a liar

Complaint: ***I am rejecting this response
because:
Good Afternoon,
Per our conversation regarding the Uber Complaint # *** for resolution, this is my affirmation that I have not been in receipt of any communications, written, calls, texts, or voice mail by any represent party by Uber
In lieu of the aforesaid, please reopen this matter by also requesting UBER to display any such communications as stipulated
All communications may be sent via email or by contacting me directly via my phone at:*** ***
Please confirm receipt of this email by replying back
Sincerely,
*** *** **

Complaint: ***I am rejecting this response because:Sincerely,*** ***
I want my money back

Initial Business Response /* (1000, 5, 2015/06/03) */
Uber is grateful for the opportunity to address our service issues. In this case, the rider was billed for a cleaning fee, but upon further investigation, our Support Team found that he had been mistakenly charged. The fee has been refunded in...

full, along with additional ride credit. We will be following up with the driver for this trip to investigate this matter further. We sincerely apologize for this rider's inconvenience and hope that he'll ride with us again. Again, thank you for the chance to reply.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 7, 2015/09/09) */
Uber is grateful for the opportunity to address our service issues. When this rider contacted our Community Support Team about a cleaning fee, they reviewed the trip and found that she had been charged in error. The fee has been completely...

refunded, along with additional ride credit as a sincere apology for the hassle and inconvenience. Our Driver Operations Team will be following up with the driver for this ride to investigate this matter further and ensure that it does not reoccur. Again, our sincere apologies to this rider for the poor experience, and we truly hope that she'll ride with us again. Thank you again for the chance to reply.

Initial Business Response /* (1000, 5, 2015/07/05) */
Uber's Community Support Team has responded to this rider's initial support request about this issue, and provided instruction on how to prevent any further unsolicited texts. We sincerely apologize for the inconvenience.
Initial Consumer...

Rebuttal /* (2000, 7, 2015/07/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 10, 2015/11/25) */
Uber is grateful for the chance to respond to this issue, as the security of our customers' account and payment information is of paramount importance to us. We were very sorry to hear about the unauthorized fares on this rider's account, and...

completely understand her frustration at being unable to reach our Support Team by phone. Although 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 one.
When the rider initially contacted us, our Community Support Team asked for verification that the rider was the account and cardholder per our policy. We completely understand the concern about providing us with photo ID and credit card verification via email, but when we make this request, we do instruct riders to obscure any sensitive information on their identification and all but the last four digits and expiration date on the credit card. We are relieved to hear that she has been able to completely resolve this matter with her bank. Per the rider's request, the account and all personal and payment information have been deleted in accordance with our privacy policy. Our sincere apologies for the hassle and inconvenience, and again, thank you for the chance to reply.