Uber Technologies

Initial Business Response /* (1000, 15, 2016/02/25) */
Uber is grateful for the chance to respond to this issue. We have communicated with this rider in regards to these concerns previously. We sincerely hope that the matter has been resolved to their satisfaction.

Initial Business Response /* (1000, 5, 2015/08/16) */
Uber appreciates the chance to respond to this issue. Our Community Support Team has reviewed this rider's account profile and found that the usage of this promo is in violation of Uber's Terms of Service (https://www.uber.com/legal/usa/terms)....

Unfortunately, we won't be able to honor the value of the promotion. Again, thank you for the chance to reply.

Initial Business Response /* (1000, 5, 2015/07/28) */
Our Community Support Team is working directly with this rider to investigate the trouble she has experienced with her recent Uber requests, and to help ensure that her future pickups are seamless and reliable. The cancellation fees incurred...

have been credited back to her account, and we sincerely hope to resolve the problem and that she will continue riding with us.

Initial Business Response /* (1000, 7, 2015/08/26) */
Uber is grateful for the chance to address our service issues. When this rider initially contacted our Community Support Team about a $10 cancellation fee that he felt was unwarranted, we applied a $10 ride credit to his account. We have since...

refunded the charge completely, and the $10 credit is still available to the rider. We hope he'll use it to ride with us again soon, and we apologize for the misunderstanding. Thank you again for the chance to reply.

Initial Business Response /* (1000, 7, 2015/09/02) */
Uber is grateful for the chance to respond to this issue. Although the rider does have a valid credit card on his payment profile, we were unable to process payment for a fare of $146 for a ride on 5/25/15. Our Community Support Team has been...

communicating with this rider to resolve this issue and to instruct him in how to update or correct his payment information. The outstanding balance has been now cleared, and his account is once again in good standing. We apologize for the frustration, and we truly hope this matter has been resolved to the rider's satisfaction and that he'll Uber with us again soon. Thank you again for the chance to reply.
Initial Consumer Rebuttal /* (2000, 9, 2015/09/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am not happy about the way this was handled by Uber, but it does appear the issue was resolved. To expand on the detail, instead of charging my Corporate Amex, they charged my personal Visa on file with out notifying me they were about to do this. I now have to file a reimbursement request from May for this. I also would like to note that it appears Uber is unable or unwilling to process Amex payments.

Initial Business Response /* (1000, 6, 2015/07/28) */
Uber has made and continues to make every effort in good faith to help this partner resolve the issues he has encountered with his device and driver account. Our ** Driver Support Team has responded directly by both phone and email, and we...

sincerely hope to reach a resolution and that this partner will continue driving with us.
Initial Consumer Rebuttal /* (3000, 8, 2015/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes Uber has contacted me. There has been no offer to resolve any issues. They take no ownership of any issue whatsoever. They have other technology issues not addressed in the original complaint. There have been additional issues and additional complaints directly submitted to Uber since my original filing. Nothing as it stands is acceptable. I am open and willing to a fair and reasonable resolution and would keep such matters confidential.
One new example, 5 Times I updated Uber that my Acura TL was sold. There system shut me out of their software. I was not permitted to accept fares. I was directly blocked by their software. They claimed the Acura TL was not registered. Well I sold the car I didn't even own it. I have not even been offered abresolution. Uber effectively shut down my factory. After losing the ability to make money and having new issues I complained repeatedly. Nothing was fixed. When I finally contacted Uber 9 times in one day the finally responded on the 10th email and resolved the issue at a cost to me of an additional $300. The $400 is a representation of my typical driving patters. If I use what is possible the number is in the thousands. The legal term for this would be detrimental reliance. They shut down the factory and Uber was the only entity with the ability to turn it back on. I was helpless and abandoned in a very deliberate way. No resolution has been offered except that I go pound sand. I need help as the harm to me is escalating without end.

Initial Business Response /* (1000, 7, 2015/09/03) */
Uber is grateful for the chance to respond to this issue.
Uber implements dynamic pricing to ensure that riders always have a ride available when they need it. As we've explained to the complainant, 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 area. We are adamant about being upfront and clear about our fare pricing during these surged 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 app. During 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' button. In addition, we require all riders to manually type in and confirm the surge rate when it is over 2.0X. The app also has a surge drop feature in place, so riders can choose to be notified when dynamic pricing ends. A 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 ride. Our records show that the rider confirmed the surge notification, then accepted the surged rate of 4.3X at 11:36 p.m.
Uber's fares are determined by the app, not the driver. 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 time. For this trip, the rider used the estimator prior to riding to get a quote for her ride with UberSUV, our premium, higher-priced vehicle option. She received an estimate of $336.60-$526.90, which reflected the current surged rate of 4.3X the normal fare. Her final fare was within the range of the quote she received.
Because it has come to our attention that the account holder is under 18 years of age, this account has been deactivated as our Terms of Service (https://help.uber.com/h/[redacted]-[redacted]) state that users of the Uber app must be 18 or over. Again, thank you for the chance to reply.

Initial Business Response /* (1000, 7, 2015/09/07) */
Uber is grateful for the chance to respond to this issue. We are terribly sorry to hear of this rider's poor experience on her first Uber ride, and that she was so unhappy by the response she first received from our support team.
Uber offers...

a range of vehicle options to suit every trip, budget and occasion. While Uber strives to always have as many cars on the road as are needed to meet the current demand, a rider's preferred vehicle type may not be available at the time they request a ride. Shortly after this rider's initial support request, a senior team member reached out to apologize for the misunderstanding, and explained more about our rates, how to select a vehicle type and how to obtain a fare estimate before riding so she will always know in advance what a ride will cost. He then adjusted the fare to what it would have been in the uberX vehicle option and refunded the difference, along with additional ride credit with the sincere hope that she will give Uber another try. We hope that this matter has been resolved to her satisfaction, and thank you again for the chance to reply.

Initial Business Response /* (1000, 7, 2015/10/29) */
Uber is grateful for the chance to respond to this issue. Our OC Driver Support team is working directly with this partner driver to address all of his concerns. We sincerely hope to reach a resolution that is satisfactory to him, and that this...

valued partner will continue driving with us. Thank you again for the chance to reply.

Initial Business Response /* (1000, 15, 2016/03/17) */
Uber is glad for the chance to look in to this concern. On December 29th, a member of our team had reached out to this rider in order to address this issue with them. We hope that this concern has been resolved to the rider'* satisfaction.

Initial Business Response /* (1000, 5, 2015/06/14) */
While we appreciate this rider's sharing her personal "Give One, Get One" promo code, we have found that her distribution of her code is in violation Uber's terms and conditions for this offer...

(https://help.uber.com/h/3aXXXXXe-aXXX-XXa0-b63e-99d39c380c39) and of our Terms of Service (https://www.uber.com/legal/usa/terms). Our Community Support Team has explained to this rider why the codes are invalid and the account is deactivated. Unfortunately, we are unable to honor the value of the promotion and this account has been suspended indefinitely.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Initial Business Response /* (1000, 15, 2016/02/26) */
Uber is glad for the opportunity to look in to these concerns. We have reached out to this individual via e-mail in order to address this for them. We sincerely hope that the matter has been resolved to her satisfaction.

Initial Business Response /* (1000, 7, 2015/12/06) */
Uber is grateful for the chance to respond to this issue. Unfortunately, the partner driver for this trip gave us the wrong trip number for a trip he had ended before he had reached that rider's destination. Our Community Support Team has since...

corrected the fare for this ride and issued additional ride credit to the rider as a sincere apology for the inconvenience. Our [redacted] Driver Ops have also followed up with the partner driver about the error. We hope this matter has been resolved to the rider's satisfaction and that he'll continue riding with us. Thank you again for the chance to reply.

Initial Business Response /* (1000, 7, 2015/08/27) */
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 us. Our system's safeguards are in place to protect our riders from any unauthorized use of...

their account or payment method. With the rider's assistance, our Community Support Team has verified his account information and reactivated the account. We sincerely apologize for the inconvenience and we hope the matter has been resolved to his satisfaction. Again, we appreciate the chance to respond.
Initial Consumer Rebuttal /* (2000, 9, 2015/09/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My account has been reactivated and has been working fine. This issue has been resolved.

Initial Business Response /* (1000, 5, 2015/07/09) */
When contacted by the writer about this issue, our Community Support Team investigated and found that another Uber user had input their phone number incorrectly. They corrected the wrong number, then removed the complainant's number from the...

account. Our sincere apologies for any distress or inconvenience this has caused.

Revdex.com
 
The complaint has be resolved with uber. Please delete this complaint from your system.
 
Thanks
[redacted]

Initial Business Response /* (1000, 10, 2015/12/23) */
Uber is greatly concerned to hear of this issue, and we appreciate the chance to respond and be of assistance. Our Community Support Team has reached out directly to this complainant to ask for more details of the unauthorized transactions so...

we can investigate further. Our Payments Specialists have been alerted and stand ready to assist, and we hope to resolve this matter as soon as possible. Thank you again for the chance to reply.

Initial Business Response /* (1000, 10, 2015/08/04) */
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 app. During 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' button. In addition, we require all riders to manually type in and confirm the surge rate when it is over 2.0X. The app also has a surge drop feature in place, so riders can choose to be notified when the surge pricing ends. A 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 ride. Our records show that the customer was shown the surge notification two times, then accepted the surged rate of 7X at 2:16 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 time. For this trip, the rider used the estimator prior to riding to get a fare quote for her trip. She received an estimate of $137.70-$224.40, which reflected the current surge rate of 1.9X the normal fare. Her final fare was within the range of the estimate she received.
The rider subsequently disputed the charge with her bank. The chargeback remains as an open balance on her Uber account.
While we hope to provide phone support in the future, we currently handle all support requests via email. This rider had not contacted us about this February trip, but she did write our Community Support Team on July 13 asking to delete her account. They explained that because there was an outstanding balance on the account, they were unable to delete it, as we are unable to delete accounts that are in arrears.
Our Support Team has offered instruction on settling the balance, so that the account and all personal information may then be permanently deleted from our system in compliance with our Privacy Policy. Again, thank you for the chance to reply.
Initial Consumer Rebuttal /* (3000, 12, 2015/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand you have a business, and you would like to charge people higher prices at bar close. And I work in the media, I recall you changing your surge pricing app to notify customers.
Regardless, I would still like to speak with your owner/CEO on the matter. As a loyal customer to Uber (I have invested thousands into your business), I deserve 5 minutes of your owner's time. I find it extremely unprofessional you only allow customers to contact you via email.
Your owner can reach me at my cell - it is provided on the several emails I have sent to your team.
If I do not hear from your owner, I am afraid this will need to be taken to court.